NewswireToday - /newswire/ -
Horsham, PA, United States, 2006/11/01 - LRA Worldwide, Inc., a leading consulting and research firm specializing in Customer Experience Management (CEM), will be exhibiting at the 4th Annual North American Conference on Customer Management (NACCM) in Orlando, FL..
The conference, which combines presentations from world-class speakers and real-world solutions from leading corporate practitioners, is being held at the Orlando World Center Marriott from November 12-14.
The NACCM is the most prestigious event in the expanding niche of conferences dedicated to customer management, customer experience and customer loyalty. The conference’s reputation has built on the quality of its speakers – at this year’s event former Secretary of State Colin Powell, loyalty guru Fred Reichheld and best-selling author Malcolm Gladwell are among the notables who will address the attendees. A number of LRA Worldwide clients are among the corporate practitioners presenting, including representatives from Starwood Hotels & Resorts, the NBA’s Seattle Supersonics & Storm and PGA TOUR Golf Course Properties.
“This is our third year at the North American Conference on Customer Management and we certainly feel it is the premier event in the industry,” said Rob Rush, CEO of LRA Worldwide. “Because the conference brings together such a wide range of attendees, we feel it is truly representative of all of the different areas of a company that have a profound impact on the customer experience and that need to work in concert to deliver the desired customer experience. For that reason, it is a great vehicle to deliver LRA’s CEM message.”
As the concept of Customer Experience Management grows more prominent in the marketplace, there is an increased need to more clearly define CEM. In the LRA view, every time a company and a customer interact - across all of the different departments and channels within an organization - the customer learns something about the company that will either strengthen or weaken the future relationship. CEM is about identifying each of these “moments of truth,” whether they occur internally or externally, and ensuring that the company and its people, products, processes and culture are aligned to best serve the customer in order to drive customer satisfaction, loyalty, advocacy and – ultimately – profitability.
In the past year, LRA has exhibited and played a speaking role at several prominent “customer experience” conferences, including the AMA Marketing Research Conference (Chicago, IL), ESOMAR Leisure 2006 World Research Conference (Rome, Italy) and the ALI Internal Branding Conference (New York, NY). In addition, LRA has delivered its CEM message at several corporate annual meetings, including those for Farm Credit Canada, Historic Hotels of America, InfoGenesis, the Delaware North Companies and Colorado Ski Country USA. For more information on the North American Conference on Customer management agenda and registration, visit their Website.
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 in the hospitality industry and beyond, including Starwood Hotels & Resorts, Hard Rock, the PGA TOUR, Albertsons Supermarkets, the NBA and MGM MIRAGE.