News & Resources
Press Releases
LRA Senior Vice President John Roberto Addresses American Association of Museums Annual Meeting
PHILADELPHIA, Pennsylvania; May 6, 2009 – John Roberto, Senior Vice President of LRA Worldwide, Inc., was a featured speaker at the American Association of Museums (AAM) Annual Meeting that wrapped up earlier this week in Philadelphia, PA. Roberto participated in a panel discussion titled “Loyalty Counts: Assessing, Planning and Building Repeat Business” on Sunday, May 3rd at the Philadelphia Convention Center.
LRA is a leading provider of “Customer Experience Management” and customer loyalty solutions for the global hospitality, sports and travel industries. As the Managing Director of LRA’s Quality Assurance practice, Roberto was invited to share LRA’s point of view on guest loyalty measurement initiatives within the hospitality industry. The presentation included best practices from the hospitality industry; specifically, how they can be leveraged by museums and cultural attractions to drive customer loyalty and impact future customer behavior.
“This was my first experience at the AAM Annual Meeting and I was impressed by the attendees’ passion,” Roberto said. “It was a tremendous forum for discussing the various drivers of customer loyalty across a range of industries and how they apply to museums.”
The conference brings together museum professionals from every state and more than 50 countries around the world to share ideas, inspire and connect with each other. Roberto’s panel was one of 180 educational sessions and workshops conducted by powerful thought leaders within and outside of the museum field. The “Loyalty Counts” panel was moderated by Kit Matthew of Blackbaud Inc.; the other panelists were John Franzini, Vice President of Retail for ARAMARK, and Jeff Patchen, President & CEO of The Children’s Museum of Indianapolis.
“This subject matter is of vital importance to AAM members,” explained Matthew. “They work with upwards of 3,000 institutions; building and maintaining a robust membership is top of mind for each and every one of them. Gaining insights from industries that have had an historical focus on ‘customer loyalty’ was particularly valuable for the conference participants.”
About LRA Worldwide, Inc:
LRA Worldwide is a leading research and consulting company in the emerging discipline of Customer Experience Management (CEM). We work with our clients to help them design and deliver consistently exceptional customer experiences in order to drive customer satisfaction, loyalty and advocacy, and company growth and profitability.
In LRA’s 25-year history, we have grown from a provider of customized quality assurance evaluation programs for the hospitality industry, to a leading CEM consulting company offering a variety of client solutions. The evolution has been driven by our clients asking us one question – "How do we get better?" In response, we have built a range of performance measurement, research, training and consulting solutions to help them do so. Today, we are a growing company operating in more than 120 countries throughout the world, helping clients such as Starwood Hotels & Resorts, the National Basketball Association, the PGA TOUR, InterContinental Hotels Group, Hyatt Hotels Corporation and Ritz-Carlton Clubs deliver exceptional customer experiences. Every touch. Every time. For more information, visit us at www.LRAworldwide.com.
# # #
