Deloitte Advisory has bought customer experience measurement services firm LRA Worldwide to allow it to provide enhanced brand and reputation risk measurement services. LRA will be added to Deloitte’s Strategic Risk Services practice.
LRA Worldwide is an in 1981 founded US-based services provider of customer experience measurement services, including brand standards audits, quality assurance inspections, research, mystery shopping programmes, and consulting. The company serves multinational companies with complex customer interactions, including clients in the gaming, automotive, dining, healthcare, sports and entertainment, real estate, retail and travel industries, in 120 countries throughout the world.
In line with its ambition to help CEOs and boards to better protect and manage brand and reputation risk, by providing enhanced risk measurement services, Deloitte has decided to acquire LRA Worldwide. The addition of LRA’s brand protection and customer experience measurement solutions will enhance Deloitte’s strategic risk services approach through technology-enabled, field-based examinations, and research and analytics.
The company will be added to Deloitte Advisory’s Strategic Risk Services practice and operate under the name ‘LRA by Deloitte’.
Commenting on the deal, Mike Kearney, Deloitte Advisory Partner and Strategic Risk Services Leader, says: “Brand and reputation risk are among the most important risks with which CEOs are grappling. Together with LRA, we can help clients address such challenges with confidence and provide them the tools and insights to protect the unique value of their organisations and promote a consistent brand and customer experience. We will grow our strategic risk services market offering as one of the most significant focuses for Deloitte Advisory and our clients’ businesses.”
Rob Rush, CEO of LRA Worldwide, adds: “LRA helps companies and brands around the world deliver consistent, satisfying customer experiences, enabling clients to establish resilient customer relationships. By joining forces with Deloitte, we are strengthening and expanding our ability to serve the broad needs of our clients more completely. LRA clients, as well as our associates, will greatly benefit from Deloitte’s global reach, services and capabilities.”