Implement your brand experience

Inconsistency between internal and external branding weakens the service culture, confusing employees, eroding standards compliance, and negatively impacting the customer experience.

Organizational development and training communicates the specific rules of service culture, aligning leadership, managers, and frontline employees around a shared vision of the brand experience.

Our Approach

Our training programs speak to company leaders and line-level employees alike, helping each individual understand their role in the brand experience. When linked to measureable outcomes, these initiatives create enhanced customer experiences and drive sustainable organizational change:

  • Internal Communications/Internal Branding
  • Training Instructional Design
    • Front Line Employee Service Training
    • Executive Workshops
    • Manager/Supervisor Leadership Training
    • "Train the Trainer" Knowledge Transfer
    • Relationship Building
  • Orientation/Brand Immersion Programs
  • Keynote Speaking
  • Workshop Design & Facilitation
  • Training Delivery
    • Classroom
    • Distance Learning/Webinars
    • E-Learning Modules & Platform
  • Service Culture Training & Sustainability

I Am LRA by Deloitte

Monica Kuroki, Operations Manager

From her current station in Japan, Monica trains our consultants and collaborates with clients, driving consistent, in-depth reporting and continuous improvement to the evaluation process. “I push myself and my trainees to provide the best inspections we are capable of providing, every time.”

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LRA has been a joy to work with, and their mystery shopping and training has reinvigorated MarketPlace Development’s entire concessions customer service program at Washington Dulles International Airport. We receive positive comments all the time from our associates and managers, and we truly value their commitment and service.

Sidney Woods, Marketing & Customer Service Manager,
MarketPlace Development/Dulles Food & Shops

Why LRA by Deloitte?

Our excellence in design, deployment, and analytics gives you competitive advantage in customer experience.

Ongoing Collaboration

We never stop learning. Periodic reviews allow us to address emerging challenges and drive continuous improvement. Our brand assessment programs improve with time and secure long-term relationships.

Emotional Connections

Improving the customer experience drives deeper emotional connections with a company/brand and increases satisfaction, spend, and loyalty.

Proprietary Technology

Our dedicated technology staff has developed a powerful quality management and reporting platform, enabling us to customize scoring, reporting, and dashboard views that speak to our clients.

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30+ Years of Experience

Many of the world's preeminent hospitality brands and a growing number of companies in other industries have deepened our insight and fine-tuned our services. When we say best-in-class, we mean best-in-class.

SGE International

For projects involving the design and development of a customized service culture and the related training, we work with our trusted strategic partner, SGE International.

Choose any of our services - LRA by Deloitte examinations & inspections, mystery shopping, research, training, and standards development to help measure and improve the customer experience.