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Organizational Development Veteran Dominique Morrow Joins LRA Worldwide as a Senior Consultant
HORSHAM, Pennsylvania; May 2, 2005 - LRA Worldwide, a leading consulting and research firm in the growing sector of Customer Experience Management (CEM), announced the hiring of Dominique Morrow as a Senior Consultant. Dominique joins LRA with 17 years of consulting and project management experience in the fields of organizational development, change management and training.
Most recently, Morrow has managed two major consulting projects in the automotive industry. Working as the Eastern Regional Developer for Resource Automotive (a division of Aon Corporation), Morrow led a service excellence program for the Honda/Acura dealers in the Mid-Atlantic region. Under Morrow's guidance, the initiative provided business process improvement and employee development tools for the dealerships in her region, ultimately leading to a nationwide audit measuring dealer performance on employee training, sales and service, efficiency and customer satisfaction. Prior to that, she worked as a National Field Advisor for VSI, Inc., which ran the Ford Motor Company's Lincoln Mercury Next Generation Excellence in Leadership Program. Morrow ran a territory for the national program designed to coach executives and managers in leadership development and organizational culture change, with the end goal being customer satisfaction and employee retention.
Morrow has also worked with a number of leading consulting firms on project work in the Healthcare (Lehigh Valley Hospital Network), Telecommunications (AT&T, Lucent Technologies), Manufacturing (Caterpillar) and Financial Services (TransAmerica) industries. She began her professional career as a Manager of Training and Communications for the City of Austin, Texas.
"The addition of Dominique Morrow provides an added dimension to the stellar team of consultants already at LRA," said Stan Lashner, COO of LRA Worldwide. "Her expertise in a wide variety of industries, as well as her core competencies in training, business process mapping, and facilitating organizational change, complements our existing credentials quite nicely."
With a client base focused primarily in hospitality industry-related verticals, LRA has recently made a concerted effort to push its customer-focused message and methodology into various new industries. Morrow will help spearhead the effort to seek new business in financial services, automotive and healthcare, all industries where LRA has sensed a renewed focus on the customer and a growing need for CEM services in the coming year.
Morrow received her B.A. in Communication Studies from the University of Wisconsin – Eau Claire, in 1985; she later earned her M.A in Organizational Communication (emphasis on training and development) in 1989 from Southwest Texas State University. The Great Neck, Long Island native currently resides in Newtown, PA.
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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