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Brand Standards Development Services

LRA by Deloitte

Our standards development services integrate your brand standards and brand promise into a cohesive playbook, making it possible for you to speak in one voice across your portfolio. When your people have access to the foundational elements of your brand and receive guidance on how to apply them, they are more empowered to provide exceptional customer experiences and support the shared vision.

Our approach

​We work to design brand experiences and the standards that support them. This can help your company gain a shared vision of the customer experience and be better aligned with respect to how those experiences can be provided. These foundational elements are the internal language and source code of your brand, which lead to measurable customer outcomes. We can help your organization with:

  • Brand “boot camps” and workshops
  • Customer journey mapping
  • Internal branding and communication
  • Leading practices documentation 
  • Service mission, vision, and values
  • Service cultural design
  • Service philosophy/model
  • Standard operating procedures (SOPs)
  • Universal brand standards development

Why LRA by Deloitte?

Our leadership in design, deployment, and analytics gives you a competitive advantage in customer experience.

Ongoing collaboration 
Periodic reviews allow us to help you address emerging challenges and drive continuous improvement. Our brand assessment programs improve with time and secure long-term relationships.

Emotional connections
Improving the customer experience drives deeper emotional connections with a company/brand and increases favorable perception, spend, and loyalty.

Proprietary technology 
Our dedicated technology staff has developed a powerful quality management and reporting platform, enabling us to configure scoring, reporting, and dashboard views that speak to our clients.


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Customer experience measurement

​LRA by Deloitte provides a suite of services that brings an end-to-end view of your operations. We combine data and insights gathered from across the following dimensions:

  • Brand standards
  • Customer experience
  • Food and product safety
  • Loss-prevention security
  • Operational standards
  • Product placement
  • Regulatory
  • Site and property standards
  • Supply chain, procurement, service, and product quality
  • Vendor and partnership compliance

When integrated with other brand inputs and research, these insights can provide a full picture of your brand performance delivery.

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Get in touch

Rob Rush

Rob Rush

Managing Director | Deloitte Advisory

Rob is a Deloitte Advisory managing director, Deloitte & Touche LLP, and managing director of LRA by Deloitte. With more than 30 years of experience, Rob is a pioneer in the Customer Experience Measur... More

Rick Reilly

Rick Reilly

S&R Practice Leader | Deloitte Advisory

Rick is the practice leader for strategy and research and leads LRA by Deloitte, serving as a customer experience measurement advisor to large, multi-national companies. His projects involve customer ... More

Zach Conen

Zach Conen

Senior Manager | Deloitte Advisory

Zach is a business development senior manager for LRA by Deloitte & Touche LLP. He oversees LRA by Deloitte's business development efforts on a global basis and actively generates new business by cult... More

John Roberto

John Roberto

Senior Manager | Deloitte Advisory

John is a senior manager within Deloitte Advisory, Deloitte & Touche LLP, and leads the global operations for LRA by Deloitte. John plays a key role in helping design and develop many of LRA by Deloit... More