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Durango Mountain Resort Chooses LRA Worldwide to Help Refine the "Durango Mountain Resort Experience"
DURANGO, Colorado/HORSHAM, Pennsylvania; December 14, 2004 - Durango Mountain Resort, Southern Colorado's most complete Rocky Mountain winter destination, has partnered with LRA Worldwide to refine the guest experience at the Resort's Purgatory Mountain ski and snowboard area, conference facilities, lodging properties and dining outlets. The two-phased project will use customer feedback gathered during the upcoming ski season to help shape the service and facility standards that will define the unique Durango Mountain Resort experience in coming years.
"We have so many great elements going for us at Durango Mountain Resort," explained Bill Rock, the COO and General Manager of Durango Mountain Resort. "What we are doing is taking steps towards better defining and executing a unique Durango Mountain Resort experience, based on the needs and expectations of our visitors. LRA will help us do that from ski slope to cafeteria to shuttle bus to lodge, and all points in between."
LRA, located in suburban Philadelphia, has shepherded a number of entities in the sports, recreation, gaming, leisure and hospitality industries through a similar process, including the PGA TOUR/TPC Golf Courses, Westin Hotels, The Ahwahnee Hotel at Yosemite National Park, the ARAMARK Corporation, Boyd Gaming Corporation and The Indianapolis Motor Speedway. This is the company's first engagement with a property primarily situated in the ski industry.
"We're very excited about our first official foray into the ski industry," said Rob Rush, President and CEO of LRA Worldwide. "It's a reaffirmation of our beliefs that lessons learned over 25-plus years in the hospitality and lodging industry apply elsewhere as well, including the ski slopes."
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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