News & Resources
Press Releases
LRA Executives Speak at Signature Flight Support Conference
Presentation focuses on consistency in the FBO customer experience
ORLANDO, Florida/HORSHAM, Pennsylvania; January 22, 2004 - Rob Rush, President & CEO, and John Roberto, Executive Vice President of LRA Worldwide, recently presented at the Signature Flight Support Annual Business Conference held in Orlando, Florida the week of January 19th. The conference theme was "Focus on Consistency," which is a key component of Signature's brand strategy. Signature seeks to provide their customers, both flight crews and passengers, with consistent, distinctive and memorable experiences at all of their 43 global FBO's. "Signature is the undisputed leader in the FBO industry," said Rush. "They are trying hard to differentiate their offering versus their competition based upon something other than fuel pricing. The FBO industry has long been looked upon as a commodity, driven largely by location, fuel services and price. Signature is working diligently to elevate all elements of their customer experience, in an ongoing effort to establish long-lasting emotional connections with their customers and drive retention. Signature knows that customer's value product and service consistency, as it leads to feelings of dependability, reliability and trust. Consistency also minimizes surprises, which consumers do not like."
Signature Flight Support, a BBA Aviation company, is the world's largest flight support operation (FSO) and distribution network for business services. Signature products and services include fueling, hangar and office rentals, ground handling, passenger services, maintenance, fuel purchasing and deicing at strategic domestic and international locations. Headquartered in Orlando, Florida, Signature currently operates at 43 locations in the United States, four in Europe and one in Hong Kong. Signature can be found online at www.signatureflight.com.
BBA Aviation Services Group, a division of BBA Group, PLC, serves the world's business aviation, regional airline, helicopter and commercial aviation markets through its primary operating companies and their subsidiaries that include Dallas Airmotive; Signature Flight Support; Aircraft Services International Group; International Turbine Service; Barrett Turbine Engine Company; H+S Aviation; and Precision Avionics and Instruments.
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
# # #
