PRZOOM - /newswire/ -
Horsham, PA, United States, 2006/11/20 - LRA Worldwide, Inc., a leading consulting and research firm specializing in Customer Experience Management (CEM), will be exhibiting at the inaugural Mplanet conference next week in Orlando, FL..
Produced by the American Marketing Association, Mplanet is designed to bring together marketing leaders and luminaries for the presentation of case studies and best practices, interactive discussions and networking sessions. The conference will run from November 29 – December 1 at Walt Disney World’s Dolphin Resort.
On many client projects, LRA works very closely with the Chief Marketing Officer and the marketing department to help “operationalize the brand,” translating the client’s external advertising, marketing message and brand promise into a real-life experience. LRA’s CEM Methodology guides clients from an assessment of the “current state” of the customer experience, through the design and implementation of the desired “future state” customer experience, taking great pains to make sure that the experience delivery meets the expectation set by the external brand promise. Among the clients that benefit from LRA’s CEM consulting services in pursuit of the optimal customer experience are Stowe Mountain Resort, WCI Communities, Live Nation and the ARAMARK Corporation.
“The traditional role of marketing has been to raise awareness of the company or brand and drive a trial of a product or service,” explained Rob Rush, CEO of LRA Worldwide. “We’re finding that more marketers are being charged with not only establishing the brand promise...but ensuring that their company is aligned to deliver on that promise consistently in order to drive repeat business and grow a loyal customer base. And that is the primary goal and outcome of any LRA Customer Experience Management engagement.”
In the past year, LRA has exhibited and played a speaking role at several prominent “customer experience” conferences, including the AMA Market Research Conference (Chicago), the North American Conference on Customer Management (Orlando) and the Internal Branding Conference (New York). Mplanet is sponsored by McKinsey & Company, the Wharton School and SpencerStuart; for more information on the conference program and registration, visit mplanet2006.com.
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, including Starwood Hotels & Resorts, Hard Rock, the PGA TOUR, Albertsons Supermarkets, the NBA and MGM MIRAGE.