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

Research

LRA Worldwide's research practice marries best-of-breed data collection with advanced analytical expertise to provide our clients with real-time, operational feedback and long-term strategic planning, all within the context of our unique approach to Customer Experience Management.

The LRA Difference

All of our research efforts are focused on the customer experience – what is that experience currently and how do we optimize it in the future?  We never conduct research for its own sake, but only to have an actionable, meaningful and measurable impact on our client’s business.  To that end, LRA:

• Verifes and validates all of our findings against pre-determined goals and business outcomes – financial, human capital, experiential and otherwise.
• Leverages the resources of our Quality Assurance practice, which gathers operational data via more than 10,000 on-site evaluations each year; our ability to align the external customer experience with client internal processes and performance standards is unique.
• Employs our CEM Methodology to help clients craft defined performance standards for service delivery and then implement, measure and maintain those service levels.

Customer Experience Management Research - How we do it

We specialize in identifying the “touch points” of the customer experience that have the greatest impact on the customer, gain insight into how these experiences affect customer behavior, measure company performance at these “moments of truth” and then help redesign the experience based on our findings.

Customer Experience Management Research can inform the different phases of an overall CEM project, can follow the lifecycle outlined below or focus on one particular study, but always helps answer the follow questions:

• How do we DEFINE the current experience?
• How do we MEASURE how we are currently performing?
• Where are the opportunities to ENHANCE the customer experience in the future?
• How do we evolve to REINVENT the experience based on customer needs and wants?
• How will all of these activities impact our customers and our business outcomes?

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Learn More

Contact LRA to learn why we are far from a typical customer satisfaction survey research firm - all of our research, customer satisfaction measurement and consulting efforts are focused on measuring and optimizing the customer and employee experience.