Hotel Online  Special Report

LRA Worldwide to Exhibit at The American Marketing Association
Marketing Research Conference in Chicago.


HORSHAM, Pennsylvania; September 5, 2006 – LRA Worldwide, Inc., a leading consulting and research firm specializing in Customer Experience Management (CEM), will be exhibiting at the 2006 American Marketing Association (AMA) Marketing Research Conference next week in Chicago.  The conference, which combines intensive tutorial instruction, presentations by leading research companies and provocative keynote speakers, is being held at the Sheraton Hotel and Towers, September 10-13.

LRA’s customer and employee research practice works with clients on stand-alone research projects or as an integrated element of an overall CEM consulting project.  LRA’s research practice is focused on identifying the “touch points” that have the greatest impact on the customer experience, the measurement of performance at those crucial points of interaction, and an assessment of the engagement levels of the employees charged with providing the experience at these “moments of truth.”  Among the clients that benefit from LRA’s research expertise in pursuit of the optimal customer experience are MGM MIRAGE, WCI Communities, the ARAMARK Corporation, Live Nation and the PGA TOUR.

“This is a significant opportunity for us to reach an audience focused on ‘research’ and ‘branding’ and make a concrete connection from those two activities to customer experience,” explained Rob Rush, CEO of LRA Worldwide.  “Our customer and employee research practice plays an integral role in shaping the customer experience, helping our clients pinpoint and link the key drivers of customer satisfaction, employee engagement and positive business outcomes.

In this way, we are far from a typical research firm, as all of LRA’s efforts are focused not only on measuring the customer experience, but using that data to design an improved experience,” Rush continued.

In the past year, LRA has exhibited and played a speaking role at several prominent “customer experience” conferences, including the North American Conference on Customer Management in Orlando, FL and the Internal Branding Conference in New York City. This is LRA’s first time participating in the AMA Market Research Conference. For more information on the conference program and registration, visit

About LRA Worldwide:

LRA Worldwide, Inc., is a leading consulting, organizational development and research company that specializes in Customer Experience Management (CEM). LRA helps companies and brands design and deliver the optimal customer experience across all key touch points using an integrated suite of services that measure and improve service quality, customer satisfaction, employee performance, loyalty, customer advocacy and profitability. LRA specializes in “operationalizing the brand” – turning brand promise and customer strategy into operational reality. LRA’s tactical CEM practice areas include Customer Experience Strategy Design, Standards Development & Content Management, Organizational Development & Training, Customer and Employee Research and Quality Assurance & Mystery Shopping; these are either deployed together in a strategic manner to continually monitor and improve the customer experience or deployed individually to address a specific client tactical need.

LRA’s clients include some of the world’s leading companies and brands in the hospitality industry and beyond, including Starwood Hotels & Resorts, Hard Rock, the PGA TOUR, Albertsons Supermarkets, the NBA and MGM MIRAGE.  For more information, visit the company’s Web site at


Zachary Conen
Director of Marketing

Also See: LRA Worldwide Appoints John Roberto to Lead Quality Assurance Group; Hospitality Industry Veteran to Oversee Multiple Brand Teams and More Than 4,000 Annual Site Visits / June 2006
LRA Worldwide and W Hotels Featured Presenters at 18th Annual Internal Branding Conference / April 2006
LRA Worldwide Is retained by Hard Rock Hotels & Casinos to “Operationalize” the Rock ‘n’ Roll Guest Experience / March 2006
Choice Hotels Canada Employs LRA Worldwide for Mystery Shopping Brand Assurance Program / February 2006
LRA Develops Innovative Quality Assurance/Mystery Shopping Program for Leading Canadian Hotel Company Audit to Measure Functional and Emotional Elements of “The Delta Hotels Guest Experience” / October 2005
The Beverly Hilton and LRA Worldwide Renew Quality Assurance Partnership / August 2005
Grupo Posadas Selects LRA Worldwide to Conduct Customer Satisfaction and Loyalty Research / February 2005
Port Authority of New York and New Jersey Partners with LRA Worldwide to Manage and Improve Customer Experience / September 2004
Hyatt Hotels Corp. Selects LRA for Quality Assurance Services / Aug 2004
Dover Downs Gaming & Entertainment, Inc. and Dover Motorsports, Inc. Are Not Leaving Employee Engagement to Chance; Sister Companies Partner with LRA to Measure Employee Engagement / April 2004
Pestana Hotels & Resorts Selects LRA Worldwide to Manage Guest Satisfaction Survey Program / January 2004
Interstate Hotels & Resorts and LRA Worldwide Partner on New Brand and Quality Initiative / October 2003

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