Omega Blog

Supply chain operations influenced by customer satisfaction

Posted on 10 July, 2013

With the growth of e-commerce, customer retention strategies are increasingly tied to logistics management. Consumers have come to expect specific services for online orders, and businesses in every industry are struggling to implement best practices that deliver quality customer experiences across multiple channels.

A recent survey by the University of Tennessee found that customer relationship management was the top trend influencing supply chain operations. Companies are working to develop distribution strategies for segmented audiences to provide a more customized purchasing experience.

E-commerce is gradually changing customer expectations, even in the B2B sector. Customer satisfaction often depends on a firm's ability to quickly fulfill orders ... Read More...

Support loyalty programs with engaged employees

Posted on 26 June, 2013

Loyalty programs provide companies with a straightforward way to reward repeat customers. The more a customer shops, the more discounts or perks he or she can receive. These initiatives work well when incorporated into customer retention strategies, but they also need to be supported with an outstanding commitment to customer service throughout organizations.

No amount of savings will keep customers loyal if they feel that they are not also being provided with high levels of service. This is particularly true among B2B organizations, as poor service can directly influence a customer's ability to turn a profit. Failing to resolve problems quickly can lead ... Read More...

Customer experiences influenced by supply chain operations

Posted on 25 June, 2013

Employees can do everything right to attract and retain potential customers, but if the final delivery of products is not handled correctly, customer retention strategies fall apart.

Business Insider noted that logistics and inventory management are increasingly important to customer experiences. The more consumers use e-commerce channels to research and purchase products, the more effective companies need to be at ensuring fast delivery of goods. The source noted that B2C retailers need to create omnichannel supply chains to improve customer satisfaction. Consumers enjoy the convenience of being able to rely on mobile, social and in-store service channels for their transactions. Building brand ... Read More...

Proactive recall processes help boost customer satisfaction

Posted on 25 June, 2013

Manufacturers do everything they can to produce goods that are reliable. However, there are occasions when products fail due to inadequate materials or mistakes in the production process. When this occurs, businesses need to have strategies for dealing with the defective items while maintaining customer satisfaction.

Recently, Best Buy took steps to resolve a safety issue related to replacement batteries for Apple's MacBook Pro. There have been 13 reports of the battery packs overheating and catching fire while in use, according to the Consumer Protection Safety Commission. To protect its customers, Best Buy is being proactive and recalling thousands of lithium batteries. The chain ... Read More...

Consumers not satisfied with mobile services

Posted on 25 June, 2013

Mobile devices have helped to make life easier for consumers by giving them the flexibility to research products and make purchases at any time. However, a new survey shows that companies are failing to meet customer expectations when it comes to providing an engaging mobile shopping experience.

The Skava Consumer Mobile Shopping Survey found that 88 percent of smartphone owners have experienced problems when shopping on their smartphones. This highlights the importance of properly testing new technology as it impacts customer experience management strategies.

An inability to find the information they need or quickly complete transactions is driving customers away from the ... Read More...

Seamless multichannel experience necessary for customer satisfaction

Posted on 11 June, 2013

The way that people buy products is changing significantly as it becomes easier to access information across a number of channels. Businesses looking to improve sales and generate growth need to focus on offering a seamless customer experience across multiple channels.

The ExoLevel Seamless Retail Study found that 49 percent of consumers believed that companies should focus on integrating in-store, online and mobile shopping channels to improve transactions. An overwhelming 89 percent of respondents wanted to shop for products in a manner most convenient for them, whether that was through mobile devices, in-store transactions or with online catalogs.

The study specifically looked ... Read More...

Get results by boosting employee engagement

Posted on 05 June, 2013

Failing to provide meaningful customer experiences could leave organizations struggling to retain clients and generate growth. In an increasingly connected global economy, this could cause diminishing returns on marketing investments, as consumers routinely go online to share their experiences and offer reviews.

Fortunately, having an engaged workforce could create memorable customer experiences. Employee engagement increases motivation and enthusiasm among staff members, providing a number of benefits for organizations. A Gallup poll found companies with high engagement levels had lower levels of absenteeism, turnover and safety violations along with higher productivity and customer satisfaction.

Given these advantages, it is not surprising that businesses ... Read More...

Incorporating social media into broader CEM strategies

Posted on 05 June, 2013

Social media seems to be penetrating every aspect of customer experience management (CEM) strategies. What started as a simple means of reaching new customers is altering the way businesses interact with audiences.

As the channel continues to grow, having a presence on Facebook or Twitter is not enough for companies to effectively engage customers. CMSWire notes that social media requires immediate action in response to customer inquiries. Complaints, questions, feedback and other communications need to be addressed in real time to enhance customer experiences. If a company is unable to reply to a post within a few minutes, a customer will quickly move on to the next ... Read More...

Video enhances online experience for mobile users

Posted on 09 May, 2013

Tablets have quickly become a major source of online transactions. EMarketer states that purchases from tablets accounted for 58 percent of sales from mobile devices last year. Companies in every industry may find they need to adjust their websites to more fully engage their customers to deliver better service to the growing mobile audience.

Financial Brand states that customizing features for tablet users can boost customer loyalty and help maintain customer retention rates. Personalization, easy-to-follow instructions, live chat or social media connectivity can enhance online activity. However, there is one feature that may have greater appeal to tablet users - video.

Practical Ecommerce reports that mobile video ... Read More...

Improve customer experiences by getting obsessive about understanding the audience

Posted on 09 May, 2013

A lot of companies try to create engaging customer experiences, but most only manage to provide positive services in short bursts tied to a single marketing campaign. The result is peaks and valleys in conversion rates that make it difficult to anticipate cash flow and generate steady growth.

At an eCommerce Expo in Melbourne, Australia, Mike Wilson, co-founder of children's clothing retailer Tinyme, noted that his company was "obsessed" with understanding its customers. This obsession with capturing personal data, tracking purchases and collecting feedback allowed his business to grow quickly and transform its customer experience management (CEM) strategic outlook, Smart Company reported.

To satisfy its need to know the ... Read More...