Omega Blog

How to Deliver Optimum Omni-channel Customer Service

Posted on 15 June, 2016

Omni-channel was a big buzzword at Omega’s recent SCORE Conference, with so much focus lately on what it means to CX professionals. It’s no wonder, given how complex customer service has become with the number of touchpoints a prospective buyer can now experience traveling along their particular customer journey. Not that long ago, we were talking about the importance of having a multi-channel strategy when it comes to supporting the customer experience. But now, it’s transformed into an omni-channel program. So what’s the difference? Multi-channel employs the use of multiple channels (calls, chat, email, etc.) ... Read More...

SCORE Conference 2016 Highlights

Posted on 30 May, 2016

SCORE Conference 2016, the annual industry forum on CX best practices, once again showcased leading experts in service and marketing who spoke on topics ranging from service revenue strategy and competitive analytics to change management practices and omni-channel strategies to improve the customer experience. Taking place on May 25-27 at the Seaport Hotel in Boston, SCORE attracted nearly 100 professionals seeking information on CX strategies and new CRM technologies. Most businesses don’t understand that customers--not products and services--are the source of all revenue and profits. That’s where SCORE has become recognized for its focus on the customer ... Read More...

They Want What You Have

Posted on 08 September, 2015

Keys To Maintaining CustomersWe live in a consumer society. You want something, there’s a store for it. If there’s not a store for it, you can find it online. So why do some companies flourish while others fail, especially when they’re selling the same item? It always comes down to one thing: company A is providing several advantages to customers that company B is not. Keys To Maintaining Customers Relationships One of the biggest mistakes that a company makes is attributing customer satisfaction to customer loyalty. It’s more complicated than that. Customers are driven by their buying experience and the buying price. When a company changes ... Read More...

The Power Punch of Customer Surveys

Posted on 04 September, 2015

The Power of Customer SurveysA successful business needs the honest feedback from its customers to evaluate how well their needs are being met. However, getting customers to spend time completing a form can be challenging. Customer satisfaction surveys are designed to give insight about how your customer views your company. Here are some benefits of using customer surveys. Insight The number one benefit of customer surveys is gathering thoughts and honest opinions about various facets of your business. Surveys can help you gain insight into how the customer feels about your company. For example, you could ask questions that could determine how the customer values the ... Read More...

Air-Tight Customer Retention Tactics

Posted on 20 August, 2015

Customer Retention TacticsLosing a customer is similar to losing one of the links in a chain. The event makes the entire chain weak and vulnerable to breaking. Businesses can save their foundation if the link is repaired the moment it snaps or starts separating. Better yet, they can strengthen the business chain by sealing it with a construction-strength substance: Retention Strategies. Killer retention strategies provide customers with an offer that they can’t refuse, even if they want to leave. Successful businesses have these killer strategies: Express Compassion and Empathy Stellar customer service is still a leading ingredient for promoting a long-term relationship. Compassion and ... Read More...

Friend or Client OR Both?

Posted on 18 August, 2015

Friend or Client OR BothRetention marketers know there is a difference between loyalty and retention. Without a proper understanding of the two concepts, it's not possible to foster valued customers. A business that solely wants to keep customers at all costs is not effectively managing their resources. It's more important to use the concepts of loyalty and retention to ensure customers are happy with current product and service offerings. A company must be able to identify when a customer is not a good fit and be willing to cut the cord. Loyalty Means Growth Loyal customers conduct themselves in a way that produces positive outcomes for ... Read More...

SCORE Conference 2015 Highlights

Posted on 08 June, 2015

SCORE Conference 2015SCORE Conference 2015, the industry forum on customer experience management (CEM) best practices, once again showcased leading experts in service and marketing who spoke on topics ranging from service strategy and competitive analytics to voice of the employee programs and multichannel strategies to improve the customer experience. Taking place on May 20-22 at the Seaport World Trade Center in Boston, SCORE attracted nearly 100 professionals seeking information on CEM strategies and new CRM technologies. Most businesses do not understand that customers--not products and services--are the source of all revenue and profits. That is where SCORE has become recognized for its ... Read More...

How to SCORE Winning Business Strategies

Posted on 27 April, 2015

Business StrategiesWhether you are new to SCORE or have joined us before, you can't afford to miss our 13th annual customer service industry event, taking place on May 20-22, 2015 at the Seaport Hotel in Boston. SCORE Conference topics are always selected to both strengthen current CEM strategies and inspire new ideas for attendees. Below are some of the reasons our attendees continue to return to this exclusive event. Thought Leadership With over 30 customer loyalty experts speaking on topics that address both CEM strategy and customer operations, SCORE is the only forum where you can gain in-depth insights about the keys to ... Read More...

What Key Team Building Training We Can Learn From the SEALs

Posted on 22 April, 2015

Team BuildingNavy SEAL teams are known for making the impossible possible and overcoming the most intimidating of challenges. They are also known for their incredible teamwork culture, which all businesses can benefit learning from. When you think of the SEALs, you likely think of confidence. That’s because they recognize the strengths that each team member possesses and utilize those strengths to create a successful, strong and unbreakable team. This is applicable to business, where assets can be honed in a collaborative effort to create successful projects and overall strategies. Another factor in SEAL success is trust. Each SEAL is taught that any of ... Read More...

Five Steps to Applying “Big Data” to Your Customer Communications

Posted on 14 April, 2015

“Big Data” to Your Customer CommunicationsIn a recent article by Andy Wood that appeared in Customer Care News, called “Five Steps to Applying ‘Big Data’ to Your Customer Communications and Marketing,” Wood discussed how “Big Data” has transformed into a necessary tool in marketing and creating a positive customer experience. “Across all sectors — and departments within individual businesses — Big Data is helping to enhance capabilities as well as increase profits, and dealings with customers are no exception. In terms of front-line, customer-facing parts of most businesses, marketing and customer relationship management (CRM) are among the first to have originally embraced data — before it ... Read More...