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Brand Standards Development Services

LRA, a Deloitte business

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?

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 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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The science of movement marketing

How to build a brand-fueled movement

What does it take to elevate a brand marketing strategy into a brand-fueled experience that truly resonates with consumers? To answer this question, Deloitte combined research with one-on-one interviews with top marketing and branding minds from around the world to explore the factors that fuel movement marketing. Learn more about science of a movement.

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Get in touch

Rob Rush

Rob Rush

Managing Director | Deloitte & Touche LLP

Rob is the Deloitte Risk and Financial Advisory managing director of LRA, a Deloitte business in Deloitte & Touche LLP. With more than 30 years of experience, Rob is a pioneer in the Customer Experien... More

Rick Reilly

Rick Reilly

Practice Leader | Deloitte & Touche LLP

Rick is the Strategic Risk and Reputation Management practice leader for strategy and research within LRA, a Deloitte business in Deloitte & Touche LLP. He serves as a customer experience and brand op... More

Zach Conen

Zach Conen

Senior Manager | Deloitte & Touche LLP

Zach is a Deloitte Risk and Financial Advisory senior manager serving LRA, a Deloitte business in Deloitte & Touche LLP. He oversees LRA's growth efforts on a global basis and actively generates new b... More

John Roberto

John Roberto

Senior Manager | Deloitte & Touche LLP

John is a Deloitte Risk and Financial Advisory senior manager leading global operations for LRA, a Deloitte business in Deloitte & Touche LLP. John is a pioneer in the discipline of design and develop... More