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Delaware North Companies Selects LRA Worldwide for Customer Experience and Quality Assurance Initiative
Customer service philosophy anchors Delaware North's global branding activities
BUFFALO, New York/HORSHAM, Pennsylvania; January 19, 2004 - Delaware North Companies, one of the world's leading hospitality and food service providers, announced today that it has retained LRA Worldwide to assist DNC in the design and implementation of a global customer experience management and quality assurance program called GuestPath.
"Each year, our company serves hundreds of millions of customers," said Jerry Jacobs, Jr., Executive Vice President of Delaware North Companies. "We know that our customers have choices in where they stay, what they do with their leisure time, and how they spend their hard-earned money. Our goal is to ensure that we provide our customer's with the experience of a lifetime. To accomplish this, we have created a customer service philosophy and process that will differentiate our people, the many world-class facilities we manage, and the experience we ultimately deliver to our customer. LRA Worldwide is a highly regarded company specializing in customer experience management in the hospitality industry. Our objective is to build better relationships one customer at a time. LRA and GuestPath will help us achieve that goal."
"Delaware North Companies has the privilege and responsibility of serving customers in some of the most exciting and demanding entertainment and hospitality venues in the world, including Yosemite National Park, Kennedy Space Center, the FleetCenter and more," said Rob Rush, President & CEO of LRA Worldwide. "Delaware North knows that the high level of care and service they offer to their guests is a central element of the overall customer experience. We will be working closely with Delaware North to implement a continuum for consistently meeting and exceeding customer expectations. Coupled with change management techniques, we will be designing and implementing standards, procedures, customer satisfaction measurement systems and quality assurance processes, all focused on enhancing customer satisfaction and retention, and driving better bottom lines."
About Delaware North Companies
Delaware North Companies is one of the world's leading hospitality and food service providers. Its family of companies includes Sportsystems, Delaware North Companies Parks & Resorts, CA One Services, Sportservice, Delaware North Companies International, Boston's FleetCenter, and the Delta Queen Steamboat Company. Delaware North is one of the largest privately held companies in the United States with more than $1.6 billion in annual revenue and 28,000 associates serving millions of customers in the United States, Canada, Australia, New Zealand and the United Kingdom. For more information, visit the company's Web site at www.delawarenorth.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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