Omega Blog

A focus on customer satisfaction helps auto companies bounce back

Posted on 26 June, 2013

Car manufacturers have worked hard to bounce back from the financial troubles of the past few years. A recent survey by LMC Automotive found that June was on pace to be one of the best months in terms of sales since prior to the recession. Reuters reported that sales were up 7.6 percent from a year ago.

"There is little question that the automotive market has strong momentum as we close out the first half of 2013," Jeff Schuster, head of forecasting at LMC Automotive, told the source. "Looking forward, all the key fundamentals are in alignment to continue the current growth trend, with production ... Read More...

Deliver outstanding customer experiences with knowledgeable agents

Posted on 25 June, 2013

Regardless of the industry, maintaining high levels of customer service is essential to converting potential leads and generating brand loyalty. When companies understand what their audience wants, they are able to create customer experience management (CEM) strategies that cater to these desires.

The Interactive Intelligence Customer Experience Research Study 2013 recently explored what consumers wanted from companies when it came to interactions, Unified Communications Strategies reported. The survey queried more than 1,400 consumer in seven countries and found that friendly, knowledgeable agents were the leading factor in customer satisfaction. Most customers noted that they wanted to avoid self-service systems in favor of live interactions via ... Read More...

Create meaningful customer experiences by improving surveys

Posted on 25 June, 2013

Companies looking to improve customer experiences need to understand the level of service that their customers expect. This can be difficult to determine, but regularly conducting surveys is a good start.

Surveys enable firms to gain a sense of how well staff are performing and identify potential problems that need to be addressed. This information helps improve the overall service process for B2B as well as B2C organizations. But to get the best results from the studies, businesses need to go beyond asking about staff friendliness.

CIO Magazine stated that the right questions enable businesses to identify new opportunities to build brand loyalty. Getting ... Read More...

Employee engagement is lowest among front-line workers

Posted on 25 June, 2013

Engaged employees work hard to provide memorable experiences for customers, which can have a significant influence on customer retention programs. Unfortunately, a new report by Gallup shows that employee engagement among customer service agents was the lowest of any surveyed occupation - and it continues to drop.

Workers who are on the front line have the most influence on the customer's experience. Their attitude and commitment can mean the difference between successful sales and lost opportunities. This makes it important for companies in every industry to implement employee engagement practices as a way to improve customer satisfaction.

The poll showed that the majority of American workers were ... Read More...

Customer management software adoption set to grow rapidly

Posted on 25 June, 2013

As more companies begin to understand the importance of customer management to revenue growth, brand loyalty and retention rates, a rising number of businesses are looking to invest in enterprise software capable of managing customer relationships.

A recent study by Gartner forecasted that customer relationship management (CRM) software is expected to see substantial growth in the next few years. The research predicts that industry revenue will grow to $36.5 billion worldwide by 2017, as companies need to provide their employees with the necessary information to improve customer experiences, according to Forbes.

News Factor reported that CRM platforms are becoming a valued tool for businesses to manage ... Read More...

Content proves crucial to customer satisfaction

Posted on 11 June, 2013

Creating a loyal customer base requires a number of factors to come together in the right quantities. Companies need to provide high-quality products and services to encourage repeat business, but they also need to ensure they offer the right information to attract customers in the first place.

Marketing content is a key part of the customer experience and serves to generate quality leads that can be moved down the sales funnel. Unfortunately, a survey by the CMO Council showed that B2B firms often fail to create engaging and meaningful content for their audiences.

Direct Marketing News reported that just 9 percent ... Read More...

Face-to-face meetings may be key to improving customer retention programs

Posted on 11 June, 2013

Social media, email and mobile technology have made it easier for companies to promote their brands. By using data analysis and other marketing tools, businesses are able to provide targeted promotions to their audience. The more relevant advertisements are, the easier it is to attract high-quality leads, but converting these potential customers into loyal followers may require a more personal approach.

At a recent conference, the International Congress and Convention Association (ICCA) explored customer loyalty and selling and determined that companies needed to focus on personal interactions to boost their customer retention rates. Conference News reported that 58 percent of clients ... Read More...

Turn customer service strategies internally to engage employees

Posted on 05 June, 2013

Every company wants its employees to provide positive and engaging experiences to customers. Friendly service that anticipates the needs of the audience boosts customer satisfaction and builds brand loyalty, but most organizations struggle to deliver a consistent level of service. Part of the problem may be how companies approach the training and development of their staff.

In a column for the Ocean Pines Independent, Bonnie Mackenzie, co-owner of temporary and permanent placement firm Shore Staffing, wrote that engaging employees through internal customer experience management strategies will help workers feel motivated to provide the same level of service to customers. When staff members are properly engaged by ... Read More...

Customers are speaking to you through social media – are you listening?

Posted on 05 June, 2013

Every day, more business interactions happen online. In addition to making purchases from computers or mobile devices, consumers also check reviews, research prices and contact companies about service problems through e-commerce channels.

Social media has provided customers with the ability to connect with other like-minded consumers. The technology has given them a voice, letting them share their customer experiences. Businesses that are not listening to these channels run the risk of alienating large portions of their audience, especially because customers are more likely to share negative experiences than positive ones.

A study by ZenDesk found that 16 percent of consumers said they would ... Read More...

Employee engagement key to driving revenue growth

Posted on 05 June, 2013

Customers are looking for new and interesting ways to interact with businesses. Their rapid adoption of mobile and social media platforms is forcing businesses to develop omnichannel customer experience management strategies. By offering new features and services through various channels, companies can offer their customers a more engaging experience.

The success of these initiatives depends on having friendly, professional and engaged staff members. A new study by Aon Hewitt found that employee engagement was the key to generating revenue growth and achieving long-term company goals. The study examined 94 global organizations from 2008 to 2012 and found that for each percentage ... Read More...