WESTFIELD CENTER, Ohio – Nov. 18, 2004 – The Westfield Group, a regional leader in insurance products, has engaged LRA Worldwide to help Westfield continue to enhance the guest experience at its corporate meeting center, inn, corporate dining facility, and golf club in Westfield Center, Ohio.
The Westfield Hospitality facilities are used primarily for Westfield employees and independent agent guests, but the golf club has also hosted several high-profile national and international events, including the past four Junior PGA Championships and the 2004 Junior Ryder Cup.
LRA is charged with helping Westfield reinvent the “experience” at their facilities through an integrated approach that will include standards development, training modules and customer satisfaction research. As the project moves forward, Westfield will be able to measure its progress against the service and facility standards set by the leading names in meeting facility, resort and golf course management.
“We currently have a very nice, serviceable corporate meeting center, inn and golf facility,” explained Mark Farrell, Westfield’s executive in charge of Corporate Hospitality Operations. “Our goal, however, is to create a truly world-class property that consistently provides an outstanding customer service and facility experience, so we intend to raise the bar even further. We felt LRA was the right partner for this project, as they’ve helped shape ‘experiences’ at some of the finest properties in the hospitality and golf industries.”
Farrell became even more committed to this project after Westfield’s recent foray into hosting high-profile national and international golf tournaments. When the project is completed, the company hopes that its club and other hospitality operations will further enhance the outstanding representation of its brand image.
“I think it would be a testament to Westfield’s ambition and vision if they hosted the 2020 Ryder Cup,” said Rob Rush, President and CEO of LRA Worldwide, whose roster of clients also includes the PGA Tour/TPC Golf Courses, Troon Golf, Westin Hotels, Nemacolin Woodlands Resort and Spa, and the Indianapolis Motor Speedway. “While that might be a bit ambitious, Westfield is committed to creating that type of world-class experience for the employees, agents and members who use the hospitality facilities and the club every day.”
In business for more than 156 years, Westfield Insurance, a member of Westfield Group, provides commercial and personal insurance and surety services to customers in 26 states. Westfield markets its products through more than 1,200 leading independent insurance agencies. Westfield Group provides banking through Westfield BankSM and agency support through Westfield Services, Inc. Learn more about Westfield Insurance at www.westfieldgrp.com
LRA Worldwide is a leading consulting and research company that specializes in Customer Experience Management. LRA helps organizations design and deliver exceptional customer experiences across all key touch points using an integrated suite of services that measure and improve service quality, customer satisfaction, employee performance, loyalty and profitability.
The company provides market research services, designs and writes customer service and operating standards, develops high-level training and workplace learning programs, and implements performance measurement processes including customer and employee satisfaction feedback systems, mystery shopping and quality assurance programs, in a process that continually monitors and improves the customer experience. LRA has deep sector expertise in the food service and facilities management, gaming, hospitality and leisure, sports and entertainment, and travel and transportation industries. For more information, visit the company’s Web site at www.lraworldwide.com.
