Feature Article
How Many Stars are Too Many? The "Star Tsar" Knows
By Rob Rush, President and CEO, LRA Worldwide, Inc.

Do you remember the arguments you had when you were six years old about anything involving numbers? It could have been about a batting average, who could count the highest or who was going to collect the most Halloween candy ‐ it didn't really matter. The one‐upsmanship would volley back and forth until someone dropped the ultimate argument‐stopper:

Little Rob Rush: "I can count to a million!"

Little Friend: "Well, I can count to a billion!"

Little Rob Rush: "Oh yeah…well I can count to INFINITY!"

Once the I‐Bomb had been dropped, there was little the recipient could do, other than stammer and sputter something about "Infinity plus one"…which was very lame, as everyone knows that infinity is the highest.
Full Article

LRA in the News

		Extra Income: How to Get More Revenue Poolside By Judy Kenninger Resort and Recreation: February 10, 2009				Plot the Path to Success By Zach Conen Sports Business Journal: December 22, 2008
		Training as an Investment: People vs. Software By Conni Billé Training Executive Exchange: December 11, 2008				Be Sure of the Pour - Monitoring Bar Costs in Tough Times By Jeff Gurtman Hotel News Resource: November 25, 2008
Listen to LRA CEO Rob Rush on the "Executive Leaders" radio show

New Clients

We welcome these new clients to the LRA family:

Client News

IHG (InterContinental Hotels Group) Expands EMEA Quality Assurance Program

BUCKINGHAMSHIRE, United Kingdom/HORSHAM, Pennsylvania, January 27, 2009 - IHG (InterContinental Hotels Group) has announced an expansion of its robust Quality Assurance program for all properties and brands in Europe, Middle East and Africa. The program is designed to measure and enhance brand compliance and guest service delivery at 650 properties in EMEA; IHG has partnered with LRA Worldwide, Inc. on the initiative. Full Article

Sol Meliá and LRA Worldwide Partner on Hotel Brand Equity Initiative

PALMA DE MALLORCA, Spain/HORSHAM, Pennsylvania, USA; February 17, 2009 - Sol Meliá, the 15^th-largest hotel chain in the world and the leading Spanish hotel and resort company, has selected LRA Worldwide to assist with elements of its Strategic Plan presented to investors in Madrid last year. LRA, a pioneer in the consulting discipline of Customer Experience Management, is working with Sol Meliá on the "brand equity" pillar of the plan, helping the company further define each brand offering and how that offering is delivered at the property level. Full Article

About LRA Worldwide, Inc.

LRA Worldwide is a leading research and consulting company in the emerging discipline of Customer Experience Management (CEM). We work with our clients to help them design and deliver consistently exceptional customer experiences in order to drive customer satisfaction, loyalty and advocacy, and company growth and profitability.

In LRA's 25-year history, we have grown from a provider of customized quality assurance evaluation programs for the hospitality industry, to a leading CEM consulting company offering a variety of client solutions. The evolution has been driven by our clients asking us one question - "How do we get better?" In response, we have built a range of performance measurement, research, training and consulting solutions to help them do so. Today, we are a growing company operating in more than 120 countries throughout the world, helping clients such as Starwood Hotels & Resorts, the National Basketball Association, the PGA TOUR and Ritz-Carlton Clubs deliver exceptional customer experiences. Every touch. Every time. For more information, visit us at www.LRAworldwide.com.

LRA Worldwide, Inc.
300 Welsh Road
Building 1, Suite 200
Horsham, Pennsylvania 19044.2263, USA
Tel: +1.215.957.1999
Fax: +1.215.957.6570
e-Mail: info@lraworldwide.com
www.LRAWorldwide.com

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