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LRA Worldwide CEO to Moderate "Legendary Sports Brands" Panel at the 2004 North American Conference on Customer Management
HORSHAM, Pennsylvania; November 2, 2004 - The President and CEO of LRA Worldwide, Rob Rush, will moderate a panel titled "How Legendary Sports Brands Create a Unique Customer Service Experience" at the 2004 North American Conference on Customer Management. The Conference will be held at the Orlando World Center Marriott from November 7th - 9th. The panel presentation will feature executives from such iconic sports brands as the Indianapolis Motor Speedway, PGA TOUR/TPC Golf Courses, Churchill Downs and Stowe Mountain Resort discussing how they have retooled the customer service experience at their respective venues.
"The invitation to present at this prestigious conference was truly an honor," Rush said. "I have worked directly with several of the presenters on my panel and I believe we have a compelling story to tell. The common thread among them is that they are all giant names in their respective sports, but they have all realized that the 'build it and they will come' model is obsolete. How each has addressed that realization should be very interesting."
LRA, a leading consulting and research firm specializing in Customer Experience Management, is a sponsor of the conference, the premier management event for executives in a position to influence organizational customer strategy and/or philosophy. At last year's conference, more than 1,200 business leaders attended from such prominent companies as Citibank, BMW, Dell, eBay, GlaxoSmithKline, TIAA-CREF and Walt="" Disney Parks & Resorts.
"Rob has put together an intriguing presentation - people are very excited about it," said Glenn Henderson, the North American President of eCustomerServiceWorld.com, the conference producer. "From the outside, one wouldn't think that the Indy 500 would have to trouble itself with customer service issues, but it just goes to show the near universal shift in focus to servicing the customer in every industry."
Additional presenters at the conference include executives from other companies known for their customer orientation, such as JetBlue Airways, Starwood Hotels & Resorts and Krispy Kreme. Jack Welch, the legendary former CEO of General Electric, will provide the keynote remarks on Sunday evening. Rush's presentation will take place on Monday, November 8th from 5:15 - 6:00 PM.
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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