Omegamanagement

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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 data 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.

Services provided by the Center for Loyalty Research include customer and employee surveys and related analysis, competitive benchmarking surveys, Customer Satisfaction Annual Reports, market research, educational seminars, satisfaction versus importance analysis, and consulting. All activity is focused on assisting organizations in partnering with their customers.

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 service and support 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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