The Loyalty Leader - LRA Worldwide eNewsletter Q2 2010

sidebar Feature Article
Loyalty Schemes – What Really Matters
By Rob Rush, President and CEO

If you haven’t been following the news, Hilton Hotels recently changed the point redemption values for its loyalty program, Hilton HHonors. Essentially, a free night that used to cost 10,000 points now runs 12,500 - a devaluation of some 25%. Hilton took an immediate PR hit and competitors pounced, offering Hilton HHonors members special deals to "earn back" the points they had "lost;" Hilton defended its move by reminding folks that they have not changed redemption levels in six years. Full Article

CULLING THE HERD FOR BRAND INTEGRITY

WRITTEN BY Author JOHN HENDRIE - POSTED ON Date WEDNESDAY, MAY 5, 2010 AT 6:06PM

Starwood recently announced that its Sheraton Brand will have reduced by the end of 2010 its hotel portfolio by over 40 properties, as these did not make the grade and were “Brand detractors”. Sheraton has been on an impressive revitalization streak and emphasis on elevated standards, with the goal to improve quality and consistency and, ultimately, the Guest Experience. Hats off to Sheraton! Their ROI of Guest Satisfaction demonstrates that their efforts have been recognized worldwide. Click to read more ...

Visit LRA's new blog on Customer Experience at aguywalksin.com

The Green Key Eco-Rating Program is the first of its kind to rank, certify and inspect hotels and resorts in North America based on their commitment to sustainable "green" operations. In the United States, Green Key is a joint partnership between the Hotel Association of Canada and LRA Worldwide, Inc. For more information, visit www.greenkeyglobal.com.

Massachusetts Office of Travel & Tourism Recognizes Green Key Hotels
April 13, 2010

	Room with a View WCAU-TV NBC10 April 9, 2010
	The Green Scene American Way Magazine April 6, 2010

Sofitel Luxury Hotels Joins the Green Key Eco-Rating Program
March 24, 2010

Green Key and Expedia to Recognize Sustainable Hotel Operations
March 15, 2010

Accor Fights Energy Waste
By Ed Watkins
Lodging Hospitality
February 2, 2010

4 Questions for Oliver Poirot:
CEO of Accor North America
and Motel 6
By Len Vermillion
Lodging Magazine
February 1, 2010

LRA in the News
		Reshaping Customer Service By Eric Krell Electric Perspectives March/April 2010				Skeletal Staffs, Crunched Cash Flows, Depleted Capital Budgets By Harvey Chipkin Luxurytravel360.com February 22, 2010

LRA on the Speaking Circuit

LRA Worldwide CEO Rob Rush to Address Assisted Living Conference on "Customer Experience"

Horsham, PA; May 13, 2010 – Rob Rush, CEO of LRA Worldwide, Inc., has long held the point of view that "customer experience" can be a competitive advantage in any industry. Later this month, he will get the opportunity to bring that message to the Assisted Living Federation of America (ALFA) at the organization’s annual Conference & Expo, to be held May 24-27 in Phoenix, AZ. Read More

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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