• The LRA Approach
• LRA's Customer Experience Management Methodology
• LRA's Practice Areas
• CEM Strategy Consulting
• Standards Development & Content Management
• Organizational Development & Training
• Research
• Quality Assurance & Mystery Shopping
• Industry Expertise

How do you deliver what you’ve promised?

Creating the ”content” to support a consistent, optimal customer experience is no guarantee that the experience will actually be delivered in the field, especially for a company with hundreds of locations, multiple call centers, global operations and thousands of employees. For 25 years, LRA has been helping our clients — especially in the hotel and hospitality industries — measure that customer experience firsthand, providing customized, innovative Quality Assurance and Mystery Shopping evaluation programs throughout the world.

Our corporate-level clients rest easy knowing that the customer experience that they have envisioned, designed and trained is being measured and assessed with an expert eye; our property-level clients appreciate that LRA’s professional consultants are equipped to measure the customer experience thoroughly and consistently, as well as prescribe corrective measures on the spot, if need be.

How do we do it?

We recognize that each situation is unique and that the goals of our clients are varied…and we deploy accordingly.  We collaborate with clients through the entire process - program design, database and website development, administration, scheduling, staffing, fieldwork and reporting - creating programs customized around the client’s standards and brand promise. LRA offers a variety of Quality Assurance and Mystery Shopping approaches that can be customized to meet your requirements.

Why LRA?

There are several elements of our Quality Assurance & Mystery Shopping practice that differentiate LRA from the Competition.

People:  Our consultants are all full-time professionals who work directly for LRA.  For our hospitality, lodging, gaming, travel and golf clients, the consultants selected for your brand team will have a minimum of three years of operations experience in the field and receive ongoing “LRA University” training (described below).  We send you experts in the industry and on your company to be the guardians of your brand.

Brand: We customize each program based on the unique nuances of a client’s brand and product offering.  We work closely with our clients to ensure that the program design and scoring are completely aligned with company goals and culture…even down to some of the intangibles that make a brand unique.  In short, our creative project teams can design a program that can measure how a brand is supposed to make the customer “feel”….and our consultants can tell you why.

Training: Our patented “LRA University” ensures that our consultant brand teams undergo extensive training on LRA’s point of view on Customer Experience, as well as our client’s brand, standards, evaluation program and business goals before they ever set foot in the field.  LRA University is an ongoing process – our brand teams meet regularly to ensure everyone is on the same page with one another…and client needs and wants.

Technology: Our proprietary TouchPoint Manager™ (TpM) technology platform is changing the way that our clients manage all elements of “quality” across their entire enterprise.  As a QA reporting tool, TpM allows for robust data extraction and flexible custom reports; as a management tool, it provides operators and brand managers with a centralized, online system to manage action plans, waivers, PIPs and all related documentation (procurement specs, training modules, etc.).  This powerful engine serves as a valuable change-agent on the property level and a powerful oversight and management tool on the corporate/brand level.

Analysis: Unlike many companies in the field, we serve as far more than a data collection mechanism for our clients. We analyze client QA data against the information in our proprietary Lodging Industry Quality Benchmark Database, along with other available data streams (Voice of Customer, Financial Measures, Employee Opinion, etc.) to diagnose the gaps in the customer experience and identify company strengths, weaknesses and opportunities for improvement.  With LRA, you never have to ask the question “So what?”

Solutions:  We help our clients action plan to address their deficiencies, either on the corporate or property-level.  By adhering to our holistic “Customer Experience Management” methodology and calling on the resources of LRA’s other Practice Areas, we ensure that our QA findings are used to help our clients along the path of continuous improvement.  In short, there’s one more question that our clients never have to ask – “What’s Next?”