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

Mallory Froeder, Account Administrator

In her account administrator role, Mallory has a way of connecting with people. She will address overseas clients in their native language and ask about the soccer game her client’s daughter was so nervous about the week prior. "Always over-deliver."

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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?

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

Ongoing Partnership

We never stop learning. Periodic reviews allow us to address emerging challenges and drive continuous improvement. Our brand assurance 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.

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 audits & inspections, mystery shopping, research, training, and standards development to help measure and improve the customer experience.