Customer satisfaction—it's not just the goal of Horsham, Pa.-based LRA Worldwide; it's the firm's whole reason for being. Rob Rush, principal and CEO of the firm, recently spoke with Consulting
about how his firm helps other firms give customers great experiences and why the customer still is—and always will be—king.
Consulting: What is the firm's current mission all about?
Rush: Our journey in the last four years was really to start to build a consulting business to back up the research business where we started. I had a desire to spend a little more time in the corner office helping our clients not just measure performance, but also start to improve performance. As you can imagine, a lot of the research often indicates what gap exists between the desired state and the real world, so to the extent that we could help a client eliminate or minimize those gaps, we knew that we'd be helping them provide a better customer experience.
