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FEATURE
ARTICLE |
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Everyone Has Problems…Do You Have Problem Solvers?
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"Can
I speak to a manager?"
The six most dreaded words in any customer service
scenario, a phrase loosely translated in
customer-service speak as “kiss this customer goodbye.”
Once these words pass a customer’s lips, chances for
recovery are virtually nil. Even a manager with the
diplomacy of Jack Kennedy, the negotiating skills of
Jack Welch and the charm of Jack Nicholson would most
likely be facing a future customer relationship worth
jack...squat. The ensuing conversation is less
resuscitation, more post mortem.
“So how did this customer relationship die, Doctor?”
“They asked to speak to the manager. By then, it
was too late.” |
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LRA Discusses Customer Service Trends at Delaware
North Companies Hospitality Group Conference
Rob Rush, Chief Executive Officer of LRA Worldwide,
a leading Customer Experience Management (CEM)
consulting firm, was a keynote speaker at Delaware
North Companies annual Hospitality Group Conference
held in Tampa, Florida, March 13-17. The keynote
address discussed new trends in service philosophies
and approaches at some of the nation’s top
companies, including Delaware North Companies.
Click to read the full Press Release |
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LRA Worldwide CEO Rob Rush was a Featured Speaker at InfoGenesis’
“InfoShare” Conference in Dallas
LRA Worldwide CEO Rob Rush, one of the country’s
leading practitioners of Customer Experience
Management (CEM), was a featured speaker at InfoShare 2005, held April 4-6 at the Gaylord
Texan in Dallas, TX. Organized by InfoGenesis, a
leading provider of information technology for the
hospitality industry, InfoShare 2005 was the
technology company’s fourth annual user group
conference.
Click to read the full Press Release |
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"Top of Mind: Let's 'Operationalize' the Brand
Promise"
Brandweek - March 21, 2005 - By Rob Rush
CALL ME Joe Marketing Guy. I like big marketing
ideas. Bold promises. Sexy, content-rich Web sites,
glossy collateral materials, flashy TV spots, you
name it, I'm willing to do whatever it takes to get
my brand top-of-mind, consumer by consumer.
Down the hall is my colleague, Steve Salesman. He
likes the razzle-dazzle too; after all, it helps him
land business. However, Steve is a bit more reticent
about some of the bolder promises the company makes.
When some of the marketing promise turns out to be
... a bit of a stretch, life can get uncomfortable
for Steve.
Click to read the full article (Adobe Acrobat
PDF) |
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"Hey, Dealerships – It's All About The Experience!"
Dealer Marketing Magazine - April 2005 - By
Rob Rush
Imagine this nightmare: you own a giant network of
car dealerships that has undertaken a multi-million
dollar CRM installation in order to better know (and
grow) your customers. One of those customers
– let's call him Joe Sportscar – enters your
dealership looking to buy and your CRM database
alerts the showroom that Joe likes chrome on his
grillwork, a Latté while he shops, and lease
financing on his new ride. If your goal is to
provide Joe with a memorable and distinctive
experience at your dealership, your bases are
covered, right?
Click to read the full article (Adobe Acrobat
PDF) |
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Check out this book by
one of LRA's Strategic
Partners:
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“A must read
book for any
manager serious
about
customers” |
If the customer is king,
why is it that 50% of
customer strategies
fail? Why is it that
despite significant
investment in
customer-related
programs, companies have
so little to show for
their efforts? Why is it
that 59% of surveyed
executives do not
believe that they
deserve their customers’
loyalty?
These are some of the
questions at the heart
of a new book by Lior
Arussy.
Passionate & Profitable,
Why Customer Strategies
Fail and Ten Steps To Do
Them Right
examines the
fatal mistakes companies
make with their
customer relationships
and details the critical
decisions and trade-offs
required to focus their
attention on the
customer and build
long-term, profitable
partnerships.
Packed with templates
for personal exercises
and examples from
leading companies around
the world, this book is
about making the right
customer choices. It
challenges the reader to
re-think the norm and
illustrates how to
create a sustainable,
competitive advantage
through successful,
customer strategies. |
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Churchill Downs Incorporated:
Churchill Downs
Incorporated and LRA Worldwide Partner to
Improve the Racetrack Experience.
View the full press release |
Grupo Posadas: Grupo
Posadas Selects LRA Worldwide to Conduct
Customer Satisfaction and Loyalty Research.
View the full press release |
ARAMARK Business Services:
LRA to Facilitate the Business Process Reengineering
for ARAMARK's Flagship Division |
La Jolla Beach & Tennis Club:
LRA to Conduct a Quality Assurance Mystery Shop
Audit for the Luxurious La Jolla Beach and
Tennis Club |
It's the customer experience that
brings them back: Learn more about how
we help these brands delight their clients
and keep them coming back.
Visit our Website |
Farm Credit Canada:
LRA Worldwide
Consults with Farm Credit Canada on their
Enterprise Integration and Innovation Program |
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View the Complete LRA Client List |
The Beverly Hilton:
The Beverly Hilton and LRA Worldwide Renew
Quality Assurance Partnership |
Read Client Case Studies to see how we improve the
customer experience |
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LRA Worldwide is a leading consulting and research company
that specializes in Customer Experience Management (CEM).
LRA helps companies and brands design and deliver
exceptional customer experiences across all key touch points
using an integrated suite of services that measure and
improve service quality, customer satisfaction, employee
performance, loyalty and profitability.
LRA specializes in "operationalizing the brand"
–
turning
brand promise and customer strategy into operational
reality. LRA's suite of CEM services includes Standards and
Practices Development, Training & Workplace Learning,
Customer and Employee Research and Quality Assurance; these
are deployed together in a process that continually monitors
and improves the customer experience.
LRA has deep sector expertise in the automotive, financial
services, healthcare, hospitality, leisure & real
estate, retail, consumer goods & services, sports
and entertainment, and travel and transportation industries.
For more information, visit the company's Web site
at
www.LRAworldwide.com.
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