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Creating a Strong Internal Brand: You Can Take it to the Bank - Click To Read Article
Creating and nurturing a strong internal brand - and the employee engagement that it creates - seems to the overriding "secret sauce" shared by leading companies across industry sector. And these leaders have figured out that the strong internal brand doesn't simply result in a nice place to work - it has financial rewards as well.

Culture - It's Not Just for Anthropologists Anymore - Click To Read Article
This article explores the elements that need to be in place to constitute a true corporate "culture" and laments the possible overuse of the term culture in business.

Make It Personal
- Click To Read Article
How I learned to loosen the reins, take my own medicine and ensure that my employees and customers develop an emotional bond with my company. The author, a small business owner, describes how he was able to take the consulting principles that his firm expounds upon to external clients and turn them within to help his own company grow stronger. The lesson, as always, is that engaged, empowered employees will help a company grow more than any infusion of capital. The article is written in the first person.

Customer Loyalty – It’s All About the Experience, Stupid!
- Click To Read Article
Article outlines how "Customer Experience Management" or CEM, can help a slick ad campaign...and an even slicker IT application to keep its eye on the prize - customer satisfaction and loyalty. How? By actually DELIVERING on those promised experiences!

Operationalizing the Brand - Aligning Promise with Reality
- Click To Read Article
This articles discusses the importance of aligning your organization around the delivery of the desired brand experience, i.e., operationalizing the brand promise made publicly.

Sweet Emotion - Brands Look to Send the Consumer on an Emotional Roller Coaster
- Click To Read Article
Rob Rush outlines the importance of creating an emotional connection with your customers and how best to go about "operationalizing" an emotional relationship between a brand/company and a customer.

Brand Management - Grateful Dead Style
- Click To Read Article
This article makes the slightly whimsical argument for the Grateful Dead as the exemplar of brand management in the music industry and beyond.

Renovation is a State of Mind
- Click To Read Article
In the hotel industry, too often millions of dollars are invested in a physical renovation without any thought to "renovating" what truly has an impact on the guest experience - the people who interact with guests on a day-to-day basis. Rob Rush makes the compelling argument that when times are good and the money is flowing into renovations of the physical plant and capital improvements, one need pay equal attention to "renovating" the guest service delivery.

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About the Author


Rob Rush
(Visit Rob's Website)
Rob Rush is founder and CEO of LRA Worldwide, Inc., a Horsham, Pa.-based consulting firm specializing in Customer Experience Management or CEM. LRA helps clients such as Starwood Hotels & Resorts, Hard Rock, First Niagara Financial Group, the PGA TOUR and the NBA design and deliver the optimal customer experience across all key touch points and channels. Rob is a regular contributor to a variety of marketing, branding, and trade publications, including Brandweek, Casino Journal, Hotel Business, CRM Weekly, Golf Business and Resort & Recreation. Rob also serves on the National Hotel Executive Hospitality Forum Editorial Board and is active in the National Institute of Golf Management (NIGM). Rob is a frequent spokesperson on customer experience, loyalty, internal branding, and strategy, and has presented and/or delivered keynotes at numerous industry conferences and corporate annual meetings. Rob received his B.S. degree from Cornell University and is a member of the Cornell Real Estate Council. You can reach Rob at ro b.rush@lraworldwide.com.
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