LRA Worldwide, a leading research and consulting company in the field of Customer Experience Management (CEM), aggregates the latest news, notes, articles and best practices of interest to those charged with the "customer experience" at their respective companies. http://www.LRAWorldwide.com Do you remember the arguments you had when you were six years old about anything involving numbers? It could have been about a batting average, who could count the highest or who was going to collect the most Halloween candy ‐ it didn't really matter. The one‐upsmanship would volley back and forth until someone dropped the ultimate argument‐stopper... http://feedproxy.google.com/~r/CustomerExperienceManagementcemNewsAndInformation/~3/bQkANGc0Bi4/Article_HotelBusinessReview_Jan09_HowManyStars_RobRush.pdf http://www.lraworldwide.com/pdf/Article_HotelBusinessReview_Jan09_HowManyStars_RobRush.pdf http://www.lraworldwide.com/pdf/Article_HotelBusinessReview_Jan09_HowManyStars_RobRush.pdf Want to sell more hot dogs, tickets, suites, and sponsorships? Have a winning team!!! http://feedproxy.google.com/~r/CustomerExperienceManagementcemNewsAndInformation/~3/rYsQLUFUq9I/Article_SBJ_Dec08_PathToSuccess_ZConen.pdf http://www.lraworldwide.com/pdf/Article_SBJ_Dec08_PathToSuccess_ZConen.pdf http://www.lraworldwide.com/pdf/Article_SBJ_Dec08_PathToSuccess_ZConen.pdf Jeff Gurtman, a highly-regarded thought leader in the mystery shopping industry, will address the attendees at the International Association of Service Evaluators (IASE) Annual Conference this Thursday, October 23 at the Union League in Philadelphia, PA. http://feedproxy.google.com/~r/CustomerExperienceManagementcemNewsAndInformation/~3/5MgdQwjIHNU/press_2008-10-20_Gurtman.html http://www.lraworldwide.com/press_2008-10-20_Gurtman.html http://www.lraworldwide.com/press_2008-10-20_Gurtman.html If you don't have one, you better get one... http://feedproxy.google.com/~r/CustomerExperienceManagementcemNewsAndInformation/~3/RLmuAT7kyBM/Article_TrainingMag_Testing_Bille_September_2008.pdf http://www.lraworldwide.com/pdf/Article_TrainingMag_Testing_Bille_September_2008.pdf http://www.lraworldwide.com/pdf/Article_TrainingMag_Testing_Bille_September_2008.pdf Ignore the first touch you have with your customers at your own peril. http://feedproxy.google.com/~r/CustomerExperienceManagementcemNewsAndInformation/~3/kxeaReJMc84/Article_HotelExecutive_Sept08_CxFIrstImpression_RobRush.pdf http://www.lraworldwide.com/pdf/Article_HotelExecutive_Sept08_CxFIrstImpression_RobRush.pdf http://www.lraworldwide.com/pdf/Article_HotelExecutive_Sept08_CxFIrstImpression_RobRush.pdf In acting circles, they are the two words that can strike fear in the hearts of the most seasoned performer – off book. The script has ceased to be a security blanket; the actor must rely on his ability to take words from the page and create something personal and memorable. It's the essence of creating a character – feeling your character’s life experiences and delivering those lines in a fashion true to that backstory... http://feedproxy.google.com/~r/CustomerExperienceManagementcemNewsAndInformation/~3/9SGw27Yd10g/Article_LodgingHospitality_Aug08_ActingThePart_SPruce.pdf http://www.lraworldwide.com/pdf/Article_LodgingHospitality_Aug08_ActingThePart_SPruce.pdf http://www.lraworldwide.com/pdf/Article_LodgingHospitality_Aug08_ActingThePart_SPruce.pdf FJC Security Services Inc., the largest private security firm in the tri-state area, has partnered with LRA Worldwide, Inc. to enhance performance and service levels among its 4,000 agents deployed throughout greater New York, New Jersey and Connecticut. http://feedproxy.google.com/~r/CustomerExperienceManagementcemNewsAndInformation/~3/mOH4o7B9mek/press_2008-08-29_FJC.html http://www.lraworldwide.com/press_2008-08-29_FJC.html http://www.lraworldwide.com/press_2008-08-29_FJC.html In acting circles, they are the two words that can strike fear in the hearts of the most seasoned performer – off book. The script has ceased to be a security blanket; the actor must rely on his ability to take words from the page and create something personal and memorable. It's the essence of creating a character – feeling your character’s life experiences and delivering those lines in a fashion true to that backstory... http://feedproxy.google.com/~r/CustomerExperienceManagementcemNewsAndInformation/~3/9SGw27Yd10g/Article_LodgingHospitality_Aug08_ActingThePart_SPruce.pdf http://www.lraworldwide.com/pdf/Article_LodgingHospitality_Aug08_ActingThePart_SPruce.pdf http://www.lraworldwide.com/pdf/Article_LodgingHospitality_Aug08_ActingThePart_SPruce.pdf FJC Security Services Inc., the largest private security firm in the tri-state area, has partnered with LRA Worldwide, Inc. to enhance performance and service levels among its 4,000 agents deployed throughout greater New York, New Jersey and Connecticut. http://feedproxy.google.com/~r/CustomerExperienceManagementcemNewsAndInformation/~3/mOH4o7B9mek/press_2008-08-29_FJC.html http://www.lraworldwide.com/press_2008-08-29_FJC.html http://www.lraworldwide.com/press_2008-08-29_FJC.html Senior Consultant Leaves ESPN Sports Poll to Enhance LRA’s Offering to the Sports Industry http://feedproxy.google.com/~r/CustomerExperienceManagementcemNewsAndInformation/~3/F2jvx3VXxwI/press_2008-08-21_Kevin_Conley.html http://www.lraworldwide.com/press_2008-08-21_Kevin_Conley.html http://www.lraworldwide.com/press_2008-08-21_Kevin_Conley.html You can't simply change the culture of your company at the drop of a hat. Knowledge of the four elements that shape service culture is needed - as well as the time and effort it takes to shift these elements. http://feedproxy.google.com/~r/CustomerExperienceManagementcemNewsAndInformation/~3/ibN_pDu9X_Y/Article_SSE_July_6_08_RobRush.pdf http://www.lraworldwide.com/pdf/Article_SSE_July_6_08_RobRush.pdf http://www.lraworldwide.com/pdf/Article_SSE_July_6_08_RobRush.pdf Liliahn Johnson, Director of Fan Development for the NBA, was named Champion of the Month by 1to1 Media. http://feedproxy.google.com/~r/CustomerExperienceManagementcemNewsAndInformation/~3/vdiFbbtGQVg/View.aspx http://www.1to1media.com/View.aspx?ItemID=30043 http://www.1to1media.com/View.aspx?ItemID=30043 LRA Worldwide's Jeff Gurtman shows WPVI-TV reporter Nydia Han the ins and outs of mystery shopping - and, of course, how to get free stuff. http://feedproxy.google.com/~r/CustomerExperienceManagementcemNewsAndInformation/~3/qfpCWQbEf4o/story http://abclocal.go.com/wpvi/story?section=news/consumer&id=6108584 http://abclocal.go.com/wpvi/story?section=news/consumer&id=6108584 LRA Worldwide's CEO, Rob Rush, appears in Philadelphia Business Journal's CEO File. http://feedproxy.google.com/~r/CustomerExperienceManagementcemNewsAndInformation/~3/F3djG91ErkA/Article_PBJ_DieHardDeadhead_Mar08.pdf http://www.lraworldwide.com/pdf/articles/Article_PBJ_DieHardDeadhead_Mar08.pdf http://www.lraworldwide.com/pdf/articles/Article_PBJ_DieHardDeadhead_Mar08.pdf Shell Vacations Club (SVC), a regional leader in the timeshare and vacation ownership industry, is partnering with LRA Worldwide to improve the prospect experience for those who call or visit SVC sales centers via a comprehensive mystery shopping program. http://feedproxy.google.com/~r/CustomerExperienceManagementcemNewsAndInformation/~3/_m4lDmjxJQA/press_2008-02-27_Shell.html http://www.lraworldwide.com/press_2008-02-27_Shell.html http://www.lraworldwide.com/press_2008-02-27_Shell.html