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LRA CEO Speaks at National Golf Foundation Conference
Talk focuses on customer experience management for the golf industry
WHEELING, West Virginia/HORSHAM, Pennsylvania; January 14, 2004 - Rob Rush, President & CEO of LRA Worldwide, spoke to a large group of golf course owners, investors, managers, and superintendents at the annual 2004 National Institute of Golf Management Conference. The talk centered on a variety of strategies and techniques the golf industry should employ for redesigning and improving the customer experience. Said Rush, "Providing customers with consistent, distinctive and memorable experiences that meet and exceed their expectations is the key to enhancing customer satisfaction, which translates into a loyal customer who will return to your club again and again. We know that most golfers expect a first-rate golf course and immaculate playing conditions, especially at the high-end. Clubs need to go further. They need to engage their customers with highly trained and motivated employees who can provide exceptional customer service. That's how emotional bonds are created with customers, which improves retention. In a golf industry struggling with a major supply and demand imbalance, it's the best strategy to stand out from the crowd."
About The National Institute of Golf Management
The National Institute of Golf Management is an entity co-sponsored by the National Golf Foundation and the Oglebay Resort & Conference Center. The institute and school focus on the operational and strategic issues facing the golf industry. The Institute's mission statement is "To offer current industry topics, qualified instructors and the opportunity for professional enhancement to a broad spectrum of individuals who desire to elevate their knowledge of management, operations and the challenges of the golf business."
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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