• 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

Qualitative Methodologies
Qualitative research can be a crucial component to a research project, allowing the researcher to better frame the issues at hand from the customer’s point of view. The qualitative data gathering process – either via direct contact with the subjects or observation – allows the researcher to probe deeper into subjects of interest and ensures that the research study is designed taking into account all relevant elements of the customer experience. LRA conducts qualitative research using the following methodologies:

• Focus Groups
• In Depth Interviews (IDIs)
• Site Audits/Mystery Shopping
• Webchats
• Ethnography

Quantitative Methodologies
A well designed quantitative study can be a powerful tool in any Customer Experience Management project. By deploying via web, phone, mail and/or intercept based on the goals of the study and the profile of the target sample, LRA ensures its ability to remain methodology “agnostic” and suitably flexible for the job at hand. In our view, the administration mode is just a means to the end of better understanding your customer…and designing the customer experience that follows. LRA conducts quantitative research using the following methodologies:

• Web Based
• Email Invitation
• URL “Magnet”
• CATI (Computer Assisted Telephone Interviews)
• Paneling (Online, Phone, Mail)
• Direct Mail/Booklets
• CLT (Central Location Techniques – i.e., intercepts)

Analytical Techniques

• Segmentation
• Regression
• Linear/nonlinear multivariate analyses
• Benchmarking
• Financial Modeling
• Conjoint (Multiple Approaches)

Research Studies
The types of research studies that LRA develops for its clients fit nicely within the Customer Experience Management continuum – assess, design, implement, measure. In short, they all help answer the question sequence of:

1. How well do you know your customer or market?
2. Now that you know more, what are you prepared to do about it?
3. Are your actions having an impact…and what might that be?

LRA designs, develops and administers the following types of research studies, among others:

• Baseline Customer Engagement
• Customer Satisfaction & Loyalty Tracking
• Employee Engagement
• Communications Effectiveness
• Experience Labs
• Prospect Win-Loss
• Lost Customer Analysis
• Enterprise Feedback Management

• Customer Value Analysis
• Process Improvement
• Experience Mapping
• Product Awareness, Trial & Usage
• Concept Testing
• Product/Service Optimization
• Price Sensitivity
• Forecasting (Demand, Volumetric, Market Share)