| CHICAGO, Illinois / HORSHAM, Pennsylvania; February
27, 2008 � Shell Vacations Club (SVC), a leader in the development,
sales and operation of high-end vacation ownership properties throughout
North America, has selected LRA Worldwide to help measure and enhance the
SVC prospect experience. LRA will build a mystery shopping program designed
to measure the performance of SVC sales representatives at thirteen sales
offices.
LRA, a leading consulting company in the rapidly-growing discipline of Customer Experience Management (CEM), will recruit, hire, train and deploy mystery shoppers to evaluate the sales experience as if they were a prospect. The evaluations will take place in every market where SVC sales offices are located: Arizona, California, Colorado, Hawaii, Nevada, Canada, and Mexico. �We are excited about implementing this program and using the data to enhance the experience with a partner of LRA�s caliber,� explained SVC Chairman and CEO Sheldon Ginsburg. �LRA�s reputation in the industry, methodology for data collection, back-end analytical capabilities and overall point of view on the importance of customer experience made them the logical partner in this important endeavor.� LRA�s Quality Assurance & Mystery Shopping practice works with a number of the leading hospitality companies in the world, conducting nearly 13,000 evaluations each year across all sectors of the industry. In addition to lodging clients such as Starwood Hotels & Resorts, Choice Hotels and Hyatt Hotels Corporation, LRA provides QA services to industry leaders in sports (Troon Golf, the PGA TOUR, Delaware North Companies), Conference Centers (ARAMARK), Timeshare (Interval International), Gaming (Churchill Downs, Hard Rock Hotels & Casinos), Homebuilding (Toll Brothers) and Travel (The Port Authority of New York and New Jersey). �Shell was seeking a partner who could utilize data to determine more efficient ways to sell and market,� said Jeff Gurtman, LRA�s Account Director for SVC. �We design and deploy our programs with a specific business goal in mind, regardless of whether that goal is improved efficiency, customer experience or sales numbers. The LRA approach was a natural fit for SVC.� About Shell Vacations Club:
About LRA Worldwide, Inc:
LRA�s clients include some of the world�s leading companies and brands, including Starwood Hotels & Resorts, Hard Rock Hotels & Casinos, the PGA TOUR, Albertsons Supermarkets, the NBA and First Niagara Financial Group. For more information, visit the company�s Web site at www.LRAworldwide.com. |
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 CEM practice areas include Customer
Experience Strategy Consulting, Standards Development & Content Management,
Organizational Development & Training, 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 tactical client need.