Feature Article
Make the "G" and the "E" in GREEN Stand for "Guest Experience"
By Rob Rush, President and CEO, LRA Worldwide, Inc.

There was a time not too long ago that the prospect of a "green" hotel stay conjured up visceral images of toilet paper with the consistency of burlap and ambient lighting provided via the torch of indigenous tribesmen. As the quality of green supplies has improved and the understanding of sustainable practices has widened, clearly a "green" hotel stay is no longer synonymous with sacrifice. Full Article

Consultant's Corner
Service on a Shoestring: Delivering Memorable Service without Breaking the Bank

By Shannon Pruce, Account Director, LRA Worldwide

Growing up, birthdays and every other major milestone always had one dreaded downside—the thank you note. After the candles had been extinguished and the presents unwrapped, the tedious thank you note process began. With it came the inevitable internal debate—did the benefit of the new playthings outweigh the psychic and physical pain (writer's cramp is no joke!) inflicted by the stack of note cards? As we age, it (presumably) becomes easier to take on this necessary task, and at times I have even relished it—but that maturation hasn't kept me from occasionally buying a bottle of wine as a "thank you" to escape the burden of the hand-written, personal note. Full Article

LRA in the News

		Lean and Mean By Trent Bouts Golf Business: May 2009				Sofitel Luxury Hotels and LRA Worldwide Partner on Global Quality Assurance Initiative Philadelphia Business Journal: May 11, 2009
		Serenity Prayer for Sports: Surrender What You Can't Control By Zach Conen Sports Business Journal: March 23, 2009				Hotel Star Ratings a Standard for Inconsistency, Confusion By Jeri Clausing Travel Weekly: March 4, 2009

Listen to LRA CEO Rob Rush and COO Stan Lashner on the "Executive Leaders" radio show

LRA on the Speaking Circuit

New Clients

We welcome these new clients to the LRA family:

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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