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Carey International and LRAWorldwide Launch Innovative Brand Integrity and Quality Assurance Program
WASHINGTON, D.C.; August 9, 2000 - LRAWorldwide today announced that it has been retained to create and implement an innovative, global quality assurance and brand integrity program for Carey International, Inc., (Nasdaq:CARY), the world's largest chauffeured vehicle service company.
"Our goal is to assist Carey to accurately measure and enhance key customer satisfaction metrics, including service delivery, cleanliness, maintenance, efficiency and product quality," said Rob Rush president and CEO of LRAWorldwide, a global firm that provides quality consulting and brand integrity services to the hospitality, lifecare and travel industries.
"Carey is the world leader in chauffeured transportation with operations extending to six continents," he said. "Through unique, proprietary programs developed by LRAWorldwide and Carey, we intend to build on Carey's already outstanding reputation for reliability, convenience, professionalism and superior service. Carey's quality and continuous improvement programs are unique to the industry; our objective is to build on that foundation and help them take service delivery to the next level."
Rush noted that Carey has strict standards of performance governing every aspect of their operation, from reservations and billing to the driving and communications skills of chauffeurs and the cleanliness and maintenance of vehicles. "Carey extends its service orientation beyond the traveler to encompass the travel arranger, meeting and event planners and travel agents to ensure seamless delivery that enhances customer loyalty to the brand," he said.
"The positive gap between customer expectations and service delivery is 'the Carey experience,' which represents Carey's competitive edge," he added. "This new program, which includes direct measurement, customer surveys, standards review and training, is designed to maintain and build that experience of consistent, flawless service as the company continues its international expansion."
"All areas of product delivery, regardless of whether the customer is a head of state, performing artist or Fortune 500 executive, must represent the highest quality standards and be consistent in all cities we currently serve around the world," said Jon Goldberg, Carey International vice president, licensee operations. "Providing efficient, high-quality, chauffeur-driven services is critical to building loyalty to the Carey brand. LRAWorldwide's international capabilities will allow us to cost-effectively monitor and enhance service quality throughout the Carey system."
About Carey International, Inc.
Carey International, Inc., based in Washington, D.C., is the world's largest chauffeured vehicle service organization, provide services through a global network of owned and operated companies, licensees and affiliates, serving 480 cities in 75 countries on six continents.
About LRA Worldwide, Inc.
LRA Worldwide, Inc. is a leading consulting, organizational development and research company that specializes in Customer Experience Management (CEM). LRA helps companies and brands design and deliver the optimal customer experience across all key touch points using an integrated suite of services that measure and improve service quality, customer satisfaction, employee performance, loyalty, customer advocacy and profitability. LRA specializes in "operationalizing the brand" - turning brand promise and customer strategy into operational reality. LRA's CEM practice areas include CEM Strategy Design, Standards Development & Content Management, Organizational Development & Training, Research and Quality Assurance & Mystery Shopping; these are either deployed together in a strategic manner to continually monitor and improve the customer experience or deployed individually to address a specific tactical client need.
LRA's clients include some of the world's leading companies and brands, including Starwood Hotels & Resorts, Hard Rock Hotels & Casinos, the PGA TOUR, Albertsons Supermarkets, the NBA and First Niagara Financial Group. For more information, visit the company's Web site at www.LRAworldwide.com
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