The program under development will begin with a “voice of member” survey to gather direct feedback on the member experience. At the same time, LRA will deploy quality assurance consultants in the field to anonymously evaluate the various country clubs to assess the experience based on actual service interactions, facility conditions, and golf and country club industry best practices. LRA will utilize both data streams to help foster an environment of continuous improvement at the clubs.
“We are aware that our members are looking for an unparalleled lifestyle with exceptional services and amenities,” explained David Richey, Senior Vice President of Toll Brothers’ Country Club Division. “Through our partnership with LRA, the division is striving to exceed our members’ expectations by continuously improving an already world-class experience.”
“We’re very gratified that Toll Brothers selected LRA for this project,” said Rob Rush, CEO of LRA Worldwide, a leading consultancy in the growing discipline of Customer Experience Management. “We feel that the member experience involves an emotional connection between the customer, the company and the community. Toll Brothers is taking the lead in this regard and will reap the rewards when existing homeowners look to move, buy a second home, or tell their friends how great it is to live in a Toll Brothers community.”
About Toll Brothers, Inc.
Toll Brothers, Inc. is the nation's leading builder of luxury homes. The Company began business in 1967 and became a public company in 1986. Its common stock is listed on the New York Stock Exchange under the symbol "TOL". The Company serves move-up, empty-nester, active-adult and second-home home buyers and operates in 21 states: Arizona, California, Colorado, Connecticut, Delaware, Florida, Illinois, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island, South Carolina, Texas, Virginia and West Virginia.
Toll Brothers builds luxury single-family detached and attached home communities, master planned luxury residential resort-style golf communities and urban low-, mid- and high-rise communities, principally on land it develops and improves. The Company operates its own architectural, engineering, mortgage, title, land development and land sale, golf course development and management, home security and landscape subsidiaries. The Company also operates its own lumber distribution, and house component assembly and manufacturing operations.
Toll Brothers, a FORTUNE 500 Company, is the only publicly traded national home building company to have won all three of the industry's highest honors: America's Best Builder from the National Association of Home Builders, the National Housing Quality Award, and Builder of the Year. Toll Brothers proudly supports the communities in which it builds; among other philanthropic pursuits, the Company sponsors the Toll Brothers - Metropolitan Opera International Radio Network, bringing opera to neighborhoods throughout the world.
About LRA Worldwide, Inc.
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 Design, 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.
LRA’s clients include some of the world’s leading companies and brands, including Starwood Hotels & Resorts, Hard Rock Hotels and Casinos, the PGA TOUR, Albertsons Supermarkets, the NBA and First Niagara Financial Group.