Rob Rush

Rob Rush photo

Rob Rush
President & CEO

Rob co-founded LRA Worldwide and serves as the Company’s President and CEO. Rob has led the company to its current position as the leading consultancy in the rapidly-growing field of Customer Experience Management or CEM. Rob brings valuable insight into the management of business services organizations and entrepreneurial companies. Rob has been a driving force in transferring LRA’s Customer Experience Management expertise honed in the hospitality and leisure sectors to other industries where customer experience is a central element of an effective corporate branding and growth strategy.

Rob has primary responsibility for the direction and coordination of the company’s overall business strategy, marketing initiatives, business alliances and new business development activities. Rob also continues to work closely with a number of long-term clients, helping them execute their internal marketing and customer experience management strategies and tactics. Rob has been a pioneer in Customer Experience Management, helping shape strategy, opinion, awareness and process, and implementing innovative CEM solutions for clients in diverse industries. Rob has worked with many of the world’s best brands helping them design, implement and sustain CEM programs that deliver superior levels of customer satisfaction, loyalty and profitability.

Rob’s is a regular contributor to a variety of marketing, branding, and trade publications, including Brandweek, Casino Journal, Hotel Business, CRM Weekly, Golf Business, Dealer Marketing Magazine 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 member of the American Marketing Association. Rob received his B.S. degree from Cornell University and is a member of the Cornell Real Estate Council.

Rob is a frequent spokesperson on customer experience, loyalty, internal branding,
and strategy; he has presented and/or delivered a keynote at numerous industry
conferences and corporate annual meetings, including:


  • The North American Conference on Customer Management
  • The Internal Branding Conference
  • ESOMAR Leisure World Research Conference
  • Achieving Customer Service Excellence
  • The Conference on Marketing
  • Service Innovation Design & Development Conference
  • Frost & Sullivan Executive MindXchange, Sales and Marketing 2007, West

Annual Meetings

  • Farm Credit Canada
  • The Delaware North Companies
  • Colorado Ski Country USA
  • National Institute of Golf Management
  • Historic Hotels of America
  • InfoGenesis’ InfoShare
  • Signature Flight Support
  • WCI Communities, Inc.
  • Grupo Posadas SA de C.V.
  • PGA TOUR Golf Course Properties, Inc.

LRA Speaker’s Bureau
If you would like to learn more about having Rob Rush deliver a CEM keynote or presentation at your conference or annual meeting, please contact Zach
Conen at 215.449.0304 or fill out this FORM.


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