Hotel Online  Special Report

LRA Worldwide CEO Rob Rush to Speak at the 2006 ESOMAR
Leisure World Research Conference in Rome


HORSHAM, Pennsylvania; October 26, 2006 – Rob Rush, CEO of LRA Worldwide, Inc. will be presenting a research paper at the 2006 ESOMAR Leisure World Research Conference in Rome, Italy on Monday, November 6, 2006. The paper, titled “Building a Hotel Brand: How a Business Class Hotel Discovered its Brand DNA,” outlines how Grupo Posadas SA de C.V., the premier hotel company in Latin America, employed a variety of research methodologies to reinvent the guest experience for its Fiesta Inn brand.  The conference is being held at the Radisson SAS Hotel Rome from November 5-7.

Rush will co-present with Javier Barrera, the Chief Marketing Officer for Grupo Posadas.  The findings will be presented during the “Building the Experience” segment of the program, which is one of three experience-based tracks at the conference, along with “Managing the Experience” and “Discovering the Experience.”

“It is very gratifying that a global research organization of ESOMAR’s stature would focus its entire Leisure conference on Discovering, Building and Managing the guest experience,” Rush said.  “The structure of the entire conference matches our Customer Experience Management methodology directly, which only serves to reinforce our point of view that in any business, the experience is everything.  Javier and I are very excited to present the paper LRA authored, which outlines one company’s CEM journey and the research findings driving the process.”

ESOMAR’s Leisure Conference convenes annually to examine how market research can help rethink the core of the leisure industry. For 2006, the conference organizers have identified the customization of and attention to the total guest experience as the trend that is impacting all levels of the travel, hospitality and leisure industries.  In addition to LRA Worldwide and Grupo Posadas, some of the other companies presenting are Cathay Pacific (Airline), Costa (Cruise Ships), Fairmount Hotels & Resorts (Hotel) and MyTravel (Internet), as well as a number of other leading market research companies.

Rush has been a featured speaker at a number of corporate events and industry conferences in the past year.  Rush has delivered the CEM message at annual meetings for Farm Credit Canada, InfoGenesis, the Delaware North Companies, Colorado Ski Country USA and Historic Hotels of America, among others; he has also presented at the North American Conference on Customer Management (Orlando, FL) and the Internal Branding Conference (New York, NY). In March of 2007, Rob is scheduled hit the speaking circuit again, where he will present at the Achieving Customer Service Excellence (Anaheim, CA) and New Product Development for Service (San Diego, CA) conferences, as well as at the Conference on Marketing (Las Vegas, NV).

This is Rush’s first time participating in an ESOMAR event. For more information on the conference program and registration, visit the organization website at  For a copy of the original paper, please submit your request to Zach Conen at LRA Worldwide.


ESOMAR is the world organization for enabling better research into markets, consumers and societies. With 4,000 members in 100 countries, ESOMAR’s aim is to promote the value of market and opinion research in illuminating real issues and bringing about effective decision-making.

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: Hyatt Hotels Corporation Expands Partnership with LRA Worldwide; Philadelphia-Based Consulting Company to Design Quality Assurance Program for Hyatt Select Group / July 2007
Daniela Piacenza Joins LRA Worldwide as a Senior Research Consultant; Native Venezuelan Will Work with LRA's International Research Clients / May 2007
LRA Worldwide Announces Promotions for International Consultants Regional “Hubs” to Serve Growing Client Base outside the United States / May 2007
LRA Worldwide's John Roberto Speaks at the 2006 Quality Leaders Meeting in Toronto; Quality Assurance Expert Participates in Driving the Guest Loyalty Roadmap Panel / December 2006
Meyer Jabara Hotels and LRA Worldwide Create Themed “Destination Experience” for Guests; Accompanying Quality Assurance Audits Ensure Delivery of “Extraordinary Guest Experiences” / December 2006
LRA Worldwide CEO Rob Rush to Speak at the 2006 ESOMAR Leisure World Research Conference in Rome / October 2006
Le Méridien Partners with LRA Worldwide to Achieve a More Consistent Global Brand Experience / September 2006
Jeffrey Gurtman Joins LRA Worldwide as a Senior Consultant; Customer Experience Management Consulting Firm Hires Host of Popular Television Show Travel Spies for its Quality Assurance Practice / September 2006
LRA Worldwide to Exhibit at The American Marketing Association Marketing Research Conference in Chicago/ September 2006
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

To search Hotel Online data base of News and Trends Go to Hotel.Online Search

Home | Welcome! | Hospitality News | Classifieds | Catalogs & Pricing | Viewpoint Forum | Ideas/Trends
Please contact Hotel.Online with your comments and suggestions.