The Loyalty Leader - LRA Worldwide eNewsletter Q3 2010

sidebar Feature Article
Service at a Premium... Really
By Zach Conen, Senior Vice President of Sales and Marketing

For any company that has put "customer service" on a pedestal as a core component of their offering...and meant it, the recent study conducted by American Express had to have been a great comfort.

For those who missed it, AmEx released something called "The American Express Global Customer Service Barometer" last week and, among other things, it revealed that consumers in the United States were willing to pay a 9-percent premium for what they considered "excellent service." In some countries, the premium crept up to 11-percent. Full Article

BRAND INTEGRITY – HAVE WE MADE ANY STRIDES THIS YEAR?

WRITTEN BY Author JOHN HENDRIE - POSTED ON Date WEDNESDAY, AUGUST 17, 2010 AT 10:43AM

So how are our reputations faring with two thirds of the year almost gone? In 2009 we were beset with challenges never experienced, stretching our resources, shaking our sensibilities. It was primal reaction time. We were all out, trying everything to survive. Is our Brand still intact or has something new evolved? Our Customers validate our Brand integrity through their Experience. What Voices have you heard? Click to read more ...

Visit LRA's new blog on Customer Experience at aguywalksin.com
Also featured on Hotel News Resource

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.

Cvent Partners with Green Key Global to Help Meeting Planners Organize "Green" Events August 23, 2010
	Green Key Takes One Giant Step Forward in Certification Race By Glenn Hasek Green Lodging News - August 16, 2010
Carlson Hotels Selects Green Key for U.S. Portfolio August 12, 2010
MGM Resorts International Properties Earn Nevada and Michigan's First Green Key Hospitality Ratings July 14, 2010
Green Key Eco-rating Program Launched for Hyatt Hotels and Resorts in the U.S., Canada, and the Caribbean June 22, 2010

LRA in the News

Product Spotlight: Building Relationships

The Dallas Cowboys Create a New Service Playbook
By Mila D'Antonio
1to1 Media - August 9, 2010

The Customer-Focused Sales Cycle
By Elizabeth Glagowski
1to1 Media - July 27, 2010

LRA Worldwide Expands "Building Relationships" Training Offering Throughout the Sports Industry
June 1, 2010

New "Building
Relationships"
Clients:

LRA on the Speaking Circuit

Cornell Hospitality Research Summit

Beyond Satisfaction: Measuring the "Invested" Customer Relationship
Session Day: Friday, October 8
Session Time: 12:45 – 2:15
Cornell University
Ithaca, NY

Data Providers CART and LRA Worldwide Join Cornell Center for Hospitality Research

Ithaca, NY, August 3, 2010 – The Center for Advanced Retail Technology (CART) and LRA Worldwide, Inc. (LRA) have become the newest friends of the Cornell Center for Hospitality Research (CHR). Full Article

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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