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Rob Rush, CEO of LRA Worldwide, Inc., will co-present a case study featuring an innovative new loyalty model at the upcoming Cornell Hospitality Research Summit (CHRS) on Friday, October 8th at 12:45 PM. The “Relationship Investment Model” (or RIM) has proven to be a far more effective model for predicting future customer loyalty and spending behavior than many of the traditional methodologies currently in use. Rush and his co-presenter, Cindy Whiteway of iSKY, will present findings from LRA’s sports industry clients.
The presentation is part of the “Customer Satisfaction & Loyalty Track” at the CHRS, which will be held October 6-8 on the Cornell University campus in Ithaca, NY. The Cornell Center for Hospitality Research designed the first-year event to provide a platform for leaders in the industry and academe to share “thought leadership” in a variety of areas of interest, including customer satisfaction & loyalty, branding, revenue management, social media and sustainability.
“LRA and iSKY bring a valuable point of view to the agenda,” explained Rohit Verma, Executive Director of the Center. “This presentation is particularly valuable because their work comes from both inside and out of the hospitality industry. This approach to customer loyalty in the sports case study has numerous hospitality ramifications, both academically and operationally.”
The LRA presentation is titled “Beyond Satisfaction, Measuring the ‘Invested’ Guest Relationship;” though it focuses on a sports sector case study, the applications for hotels, resorts, restaurants and destinations on how to most effectively engage their guests are plentiful. The other presenters during the 12:45 PM session are Laurence Bernstein (Proteanstrategies) and Michael and Kathryn Latour (University of Nevada Las Vegas).
“This is a very rewarding opportunity for me to return to my alma mater and interact with colleagues, contemporaries and the best and brightest students,” said Rush, a 1977 Cornell graduate. “We’re excited about the predictive power of this research approach and its long-term potential for the industry.”
LRA, a leading provider of customer experience consulting and research for the global hospitality, sports, entertainment, and travel industries, works with seven of the 10 largest hotel companies in the world, covering six continents and nearly 120 countries. In 2010, LRA’s Quality Assurance & Mystery Shopping practice will complete more than 12,000 on-site evaluations at hotels, restaurants, airports, conference centers, arenas and golf courses around the world.
For more information on the CHRS or to register, you can visit the conference website.
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, Accor, the National Basketball Association, the PGA TOUR, Hyatt Hotels Corporation and Ritz-Carlton Clubs deliver exceptional customer experiences. Every touch. Every time.
About The Center for Hospitality Research (CHR)
A unit of the Cornell School of Hotel Administration, The Center for Hospitality Research (chr.cornell.edu) sponsors research designed to improve practices in the hospitality industry. Under the lead of the center's 81 corporate affiliates, experienced scholars work closely with business executives to discover new insights into strategic, managerial and operating practices. The center also publishes the award-winning hospitality journal, the Cornell Hospitality Quarterly.
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