Horsham, PA, May 13, 2010 --(PR.com
)-- Rob Rush, CEO of LRA Worldwide, Inc., has long held the point of view that “customer experience” can be a competitive advantage in any industry. Later this month, he will get the opportunity to bring that message to the Assisted Living Federation of America (ALFA) at the organization’s annual Conference & Expo, to be held May 24-27 in Phoenix, AZ.
Rush will conduct a breakout session titled “Moments of Truth in Customer Experience Management” on Tuesday, May 25 at 2:00 PM at the Phoenix Convention Center. His presentation will focus on how the individual “moments of truth” in the relationship between a customer and a company can create a branded customer experience and the opportunity for that company to differentiate itself from the competition. Rush’s company, LRA Worldwide, is a leading provider of customer experience management research and consulting, with a particular focus on the hospitality, sports, entertainment and travel industries.
“Job one for the assisted living industry has always been clinical expertise and resident care, and rightly so,” Rush explained. “Within the last five years we have started working with a number of companies in non-traditional service industries who have identified ‘customer experience’ as a means of creating a sustainable competitive advantage, and assisted living certainly fits that bill. I’m looking forward to sharing what LRA has learned about the potential for each ‘touch point’ to create a lasting connection with the customer.”
LRA has worked on a variety of research, consulting, training and mystery shopping programs within the healthcare industry, and senior living specifically. LRA clients include ARAMARK Senior Living, Quest Diagnostics, SummaCare, Sterling Glen Senior Living, LifePath Hospice and ARAMARK Healthcare, among others.
“There is a growing recognition within Senior Living that collectively we need to consider ourselves as part of the hospitality industry,” said Jerry Cooper, Senior Vice President of Professional Affairs for ALFA. “With LRA’s body of work in hospitality and point of view on the power of providing distinct, memorable customer experiences, we felt Rob would be the perfect speaker to continue that evolution.”
About LRA Worldwide, Inc:
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, International Speedway Corp., Hyatt Hotels Corporation and Ritz-Carlton Clubs deliver exceptional customer experiences. Every touch. Every time. For more information, visit us at www.LRAworldwide.com.