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Center for Loyalty Research

The Omega Center for Loyalty Research (CLR) is the complete solution for applying loyalty management strategy processes to increase customer satisfaction and retention, build customer loyalty and solve customer problems efficiently and effectively.

Serving customers more effectively requires a clear understanding of customer needs, and how well those needs are being met. The CLR develops customer satisfaction metrics that are used to drive effective management action. These metrics identify competitive advantages and deficiencies and also prioritize and target opportunities to enhance customer retention. We use the latest business intelligence software tools to analyze customer survey response data. Also, statistical analysis is used for root cause analysis.

The CLR continuously measures key accounts to identify situations where customers are relatively secure from competitive threats or particularly vulnerable to losing accounts to the competition. Additionally, the Center monitors customer satisfaction levels for clients and identifies cultural, knowledge and process barriers that could hinder the company from becoming an organization that is customer-focused.

The Voice of the Customer (VoC) is more important than ever. The Center for Loyalty Research builds, manages, and facilitates online communities that engage consumers in multi-dimensional dialogues, 24/7. The voice of your consumer is virtually hardwired to every aspect of your business, generating critical insights, driving faster development, mitigating risks, and lowering overall marketing expenditures.

The CLR creates dynamic online communities, enabling groups of geographically dispersed individuals to effectively engage, learn and share knowledge. Delivering superior collaboration, rapid information sharing, and accelerating innovation can mean only one thing to your bottom line.

The CLR helps organizations big and small change the way they involve and engage their customers. We build and manage private-labeled online communities, which enable conversation with customers and among customers.

A community is a private, invitation-only group of consumers, customers or employees who continuously connect in a secure online environment, and engage in a wide range of activities to generate rich market insights.

Enabling the Voice of the Customer and facilitating relationship building among your customer base has a positive impact product development, word-of-mouth marketing, customer loyalty, referrals, customer satisfaction and customer insight. See your company soar when you enable a community wherein your customers can learn from one another, share knowledge develop relationships and strengthen their relationship with you.

Three-way conversations generate unprecedented insights and reveal issues you may have otherwise missed. The CLR enables not only company-to-customer and customer-to-company interactions, but also the significant aspect of customer-to-customer conversations. The insights these communities produce lead to new product and service ideas, faster and more successful product introductions, superior market awareness, and increased customer loyalty.

Services provided by the Center for Loyalty Research include:

  • Loyalty website research (clipping service)

  • Executive presentations on loyalty management

  • Custom client research requests

  • Win-back strategy consulting

  • Calendar of loyalty industry events

  • Key driver analysis consulting

  • Benchmark reports
    Top 25 NorthFace winners by industry
    Omega ScoreBoard Benchmark Index℠

  • Root cause analysis of customer operations

  • Pareto chart
  • CEM Communications deliverables
  • Customer Satisfaction Annual Reports
    Case studies
    Promotional materials

  • Key account watch
    Semi-annual reviews
    Update contact name/title/email/phone/ address
    Action Alerts℠

  • Exclusive client loyalty webinars (30 mins.)

  • Competitive vulnerability analysis

  • Project management of all services and processes

  • Access to valuable published industry research

  • "Ask the Gurus"

By analyzing the customer experience data, unifying knowledge expertise and automating the problem resolution process, the CLR enables organizations to deliver world-class support. At the CLR, we analyze research data and format it to produce the customer satisfaction survey scripts, executive briefings and other research delivered as part of Omega's loyalty management strategy services.

Research data also is consolidated in a centralized database useful for benchmarking studies and other crucial client applications. We compare customer data with our internal benchmark database, which includes our Top 25 service organizations, NorthFace ScoreBoard recipients and industry-specific data. Furthermore, we develop marketing and promotional materials such as summary sheets, white papers and case histories that help clients leverage their loyalty management strategy success.

The Center for Loyalty Research is dedicated to helping organizations demonstrate their added value as business partners. This not only increases service and product revenues, but also ultimately results in greater profitability for those companies who adopt a loyalty partnering culture to proactively strive to solve customer problems.

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