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We Help You Build Customers for Life
Most businesses don't understand that customers-not products or services-are the source of all revenue and profit. Viewed this way, organizations realize that failing to optimize the customer experience is actually a going-out-of-business strategy. Omega's customer experience strategies are tailor made to enhance productivity and increase revenue by optimizing positive customer experiences.
Omega is a customer experience consulting firm that helps organizations achieve their business goals by building, strengthening and maintaining passionately loyal customers for life. Loyal customers are your company's best customers. Customer loyalty is achieved when we inject our customer experience management strategies into your organization's overall business model. Here are some interesting outcomes we observe when an organization has achieved customer loyalty by utilizing our customer experience strategies. Loyal customers will:
Omega provides world-class customer experience strategies to large, small and mid-size businesses. We help organizations lock in profitable, long-term customer loyalty by developing a customized Customer Experience Management (CEM) process that drives customer experience and customer satisfaction into their overall business practices and processes. This approach delivers a powerful competitive differentiator and produces measurable customer benefits. When implemented properly, a CEM strategy uniquely defines your brand and, in the process, becomes part of your organization's DNA.
Customers today demand ever-increasing levels of service. As such, our customer experience strategies are focused on providing our clients with measurable action. Since customer loyalty is the ultimate competitive differentiator, you must have solid metrics and processes in place that measure customer perceptions of product and service quality in all areas of customer contact. Organizations have many customer "touch points"-sales & marketing; professional services; training; and technical telephone support to name a few. Omega's customer experience strategy techniques are aimed at bringing enhanced customer perceptions derived from experiences at every sales touch point-not just one area. So it's vital that your company takes a wide-angle view and considers the quality of service and support devoted to every touch point. That's Omega's customer experience strategy techniques hard at work to bring your organization exception customer satisfaction.
When working with an organization, we collaborate with you by utilizing high quality customer experience strategies and implementing these strategies to achieve immediate customer satisfaction and positive customer experience results. As part of our customer experience strategy solution, Omega sends out "Action Alerts" when we encounter a customer whose experience is so strongly positive or negative that we feel you need to be made aware of the situation immediately. That way, you can take appropriate steps to either capitalize on the good news or initiate damage control. Either way, customers appreciate your responsiveness and attention to their needs.
View all of the possible touch points through which companies can connect to their customers.
We Help Train and Reward Employees
Achieving a positive customer experience and overall customer satisfaction is ultimately achieved when employees are happy, motivated and work in the best interest of the organization. Producing motivated, loyal and high-performing employees that work in your best interest helps your organization create and keep loyal customers. This concept is part of what Omega's Customer Experience Strategy can do to help your business achieve the ultimate and long lasting customer satisfaction. Did you know that an increase of 5% in employee retention can yield profit increases of 25% or more? Our customer experience strategies are measured, tested and certain to help your business achieve the customer satisfaction you are looking for.
To put this in context, consider a company of 1,000 employees with $200 million in annual revenue that experiences an attrition rate of 20% year. The cost of attrition will be roughly $4 million per year and the potential negative gross margin impact will be $30 million. Yet 91% of companies never measure the cost of employee turnover! So we link customer satisfaction with employee compensation. Since each is equally important to your business success, they should be mutually rewarding. These are the types of issues we assess and implement as part of a customer experience strategy to best suit your organization.
We Partner with Clients
Providing excellent customer experience strategies means serving our clients' needs on every level from customer experience consulting to account management Omega has created the Center for Loyalty Research (CLR), which assembles the best and most relevant skill sets of our internal resources to work together in concert with our clients. The CLR advises clients on creating lasting, profitable relationships with their customers and employees through the transformation of their customer experience strategies and execution to revolve around the customer experience. CEM strategies enable companies to create true competitive advantage by moving the strategic focus from product to customer.
The CLR focuses on collaboration with clients on every facet of their customer satisfaction and retention program to implement appropriate customer experience strategies. Each client is assigned an Omega senior account manager who serves as our client's "customer advocate." The account manager becomes thoroughly knowledgeable about client objectives, organization, products and services as well as their competition. The account manager is also responsible for assembling the appropriate resources within Omega to gather the necessary information needed to solve client customer loyalty and retention issues.
As accomplished customer experience management professionals, Omega account managers integrate proven organizational and management skills with in-depth service industry experience to come up with proven customer experience strategies that work. With our clients, they identify root causes and the underlying influences affecting the organization, and together with clients they develop recommendations and implement effective customer experience strategy solutions.
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