1to1 Magazine, one of the leading online publications covering the “customer experience” industry, recently announced its 2011 Customer Champions, a designation bestowed on the most customer-focused executives across a range of industries. Among those honored were two clients of LRA Worldwide, Inc., a leading consulting and research firm in the field of Customer Experience Management (CEM).
Mike Colbourn, Vice President of Marketing, Sales, and Communications for Stowe Mountain Resort and Roger Curtis, President of Michigan International Speedway (MIS), were both announced as winners yesterday at the Customer Experience Professionals Association Members Insight Exchange in Boston, MA. Colbourn and Curtis were selected from a pool of nearly 50 nominees, and joined the seventh class of Customer Champions selected by 1to1 since 2005.
“Selecting the 1to1 Customer Champions each year is a challenge and a privilege,” said Ginger Conlon, Editorial Director of 1to1 Media. “All of the nominees are championing the customer cause in their organization and making an impact on the bottom line. The winners stand out for both their efforts and their results.
“For instance, Mike Colbourn stood out for his creative approach to gathering customer insight and using it to not only improve the overall customer experience, but also to surprise and delight individual customers. Similarly, Roger Curtis not only launched an extensive voice of the customer strategy, but also immerses himself in the customer experience to better see the customer’s point of view when making strategic decisions.”
Colbourn was recognized for his role in helping Stowe transition from a traditional New England ski area to a luxury, five-star resort, while ensuring they meet the needs of an increasingly diverse customer base. Curtis was lauded for his leadership in taking a corporate voice-of-customer program and activating it at the Michigan racetrack with a number of hands-on, local innovations to engage race fans and employees alike.
“At MIS, all of the team loves to gather insight on our guests to help us identify improvements that the fans will appreciate most, as well as help to create lasting memories that will keep fans loyal,” Curtis said. “It’s part of a culture that we have built here because we are race fans too. So I share this recognition, not only with my team, but with all our guests because they are always so willing to give us feedback to help us improve our facility.”
“Nothing happens in business until the customer makes a purchase,” Colbourn said. “Effective listening and swiftly reacting to that customer voice is, in my opinion, the difference between good and great. We appreciate the assistance LRA provides in enabling both our ‘listening’ and ‘reacting’ and we’re gratified by 1to1’s recognition of our work in this area.”
LRA works with leading companies and brands in hospitality, travel, sports and entertainment, among other industries, helping them to measure and enhance the customer experience via a range of performance measurement, research, training and consulting solutions. LRA has worked with both Stowe and ISC for a number of years, helping them both turn customer insights into actionable customer-focused initiatives. Colbourn and Curtis are the 2nd and 3rd LRA clients to be recognized as Customer Champions, joining Liliahn Johnson from the National Basketball Association, who was a member of the class of 2008.
“Any of our success stories start with a client that is fully committed to its customers,” said Rob Rush, CEO of LRA Worldwide, Inc. “We’re proud of the role we have played in their efforts, but really this recognition is a testament to the focus on customer experience of both Stowe and ISC organizationally, and Mike and Roger individually.”
About LRA Worldwide, Inc.
LRA Worldwide (lraworldwide.com) is a leading research and consulting company in the emerging discipline of Customer Experience Management (CEM). We work with our clients to help them design and deliver consistently exceptional customer experiences in order to drive customer satisfaction, loyalty and advocacy, and company growth and profitability.
In LRA’s 25-year history, we have grown from a provider of customized quality assurance evaluation programs for the hospitality industry, to a leading CEM consulting company offering a variety of client solutions. The evolution has been driven by our clients asking us one question – "How do we get better?" In response, we have built a range of performance measurement, research, training and consulting solutions to help them do so. Today, we are a growing company operating in more than 120 countries throughout the world, helping clients such as Starwood Hotels & Resorts, the National Basketball Association, the PGA TOUR, InterContinental Hotels Group, Hyatt Hotels Corporation and Ritz-Carlton Clubs deliver exceptional customer experiences. Every touch. Every time.