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LRA Worldwide President Speaks at 2003 Strategic Conference on Hospitality Operations & Technology
Panel Presents Views on Customer Service and Corporate Standards at Annual Lodging Hospitality/BearingPoint Conference
DALLAS, Texas/HORSHAM, Pennsylvania; March 11, 2003 - LRA Worldwide today announced that Robert Rush, the company's President & CEO, chaired a panel presentation during this weeks 2003 Strategic Conference on Hospitality Operations & Technology sponsored by Lodging Hospitality and BearingPoint. The conference was attended by many of the hospitality industry's leading brands, who were represented at the conference by their CEO's and CIO's. The conference's focus was on providing attendees with advice and insight on how their companies can best leverage technology and operational excellence in this challenging economic environment. Mr. Rush chaired a panel on Customer Service and Corporate Standards and stated, "Maintaining and enhancing customer satisfaction and brand integrity today is a real challenge given the forces impacting the hospitality and travel sectors. Companies and brands need to be very careful and judicious in their efforts to maintain brand integrity and control costs because cutting back too far on key customer service areas and brand standards can have longer-term negative effects on the brand and its reputation." Mr. Rush was joined on the panel by representatives from Wyndham International, Hilton Hotels Corporation, and Best Western International.
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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