Hotel Customer Service Management by LRA Worldwide

The official blog of LRA Worldwide, Inc., a leading research and consulting company in the emerging discipline of Customer Experience Management. Our definition of 'customer experience' typically involves a personal, face-to-face interaction between a company and a customer. Ultimately, during each of these interactions, the customer learns something about the company that will either strengthen or weaken the future relationship and that customer’s desire to return, spend more and recommend. Thus, every time 'A Guy Walks In' to a place of business – whether it is a hotel, bank, restaurant or doctor’s office – the ensuing experience serves as a proxy of the customer experience and an indicator of whether that guy will continue to walk in...

LRA Worldwide 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 and Ritz-Carlton Clubs deliver exceptional customer experiences. Every touch. Every time.