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Troon Golf Selects LRA Worldwide to Enhance Customer Loyalty and Quality
Leading Management Company Committed to Superior Product, Service and Operating Results
SCOTTSDALE, Arizona/HORSHAM, Pennsylvania; February 10, 2003 - Troon Golf ®, one of the world's preeminent high-end golf management, development, and marketing companies, has retained LRA Worldwide to design and implement a global quality and brand assurance program. Troon Golf is well known for creating extraordinary experiences at some of the greatest golf properties in the world by providing superior service, amenities and playing surfaces. To maintain this focus on excellence, Troon Golf recruits outstanding individuals and continually provides them with the training, feedback, resources and support necessary to succeed. "We have a strong culture at Troon Golf. It's a culture of hard work, attention to detail, exceeding guest expectations, responsiveness to our owners, opportunity for advancement, and the celebration of success," said Hud Hinton, President and Chief Operating Officer of Troon Golf. "Training the 'Troon Way' means making sure our associates are trained in both the technical delivery of service standards and in the attitudinal dimensions of job performance.
We know that higher levels of employee satisfaction lead directly to satisfied customers. Therefore, we are excited to be partnering with LRA Worldwide in the implementation of our Troon Brand Assurance Program, which we view as a natural extension of Troon's culture of continuous improvement, learning and growth." Says John Easterbrook, Troon's Executive Vice President, Operations, "Delivering a quality guest experience that is consistent throughout the Troon network is key to winning and retaining loyal guests. The Brand Assurance Program we have developed with LRA Worldwide will serve to measure and provide timely feedback on the execution and delivery of our product and service." Remarked Rob Rush, President and CEO of LRA Worldwide, "In a challenging economic environment, consumers will always return to brands they know and trust. We applaud Troon Golf for this ambitious effort to maintain and enhance quality and guest satisfaction, and distinguish them from their competition." At the core of the Brand Assurance Program is a detailed and rigorous mystery shop of the Troon Golf ExperienceSM, measuring hundreds of Troon brand and quality standards. LRA will assist Troon in developing a Best Practices database and in continually updating and enhancing Troon Golf brand standards and training initiatives.
About Troon Golf
Headquartered in Scottsdale, Arizona, Troon Golf manages operations at more than 140 clubs located in 25 states and 11 countries. Additionally, 28 Troon Golf facilities enjoy a Top 100 ranking by national or international publications. Troon Golf properties include The Westin Turnberry Resort, Ayrshire, Scotland; Troon North Golf Club, Scottsdale, Ariz.; Whitetail Club, McCall, Idaho; Branson Creek Golf Club, Branson, Mo.; TPC Snoqualmie Ridge, Snoqualmie, Wash.; Brookwater Golf Club, Queensland, Australia; and Palmilla Resort & Golf Club, Los Cabos, Mexico. For more information, visit the company's Web site at www.troongolf.com.
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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