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Omega helps organizations achieve their business goals by building, strengthening and maintaining passionately loyal customers for life. We design and execute the research needed to develop a customized loyalty management strategy, and show clients how to drive customer loyalty into their business practices and processes. We also offer monitoring programs to keep the customer loyalty strategy on track.

Our approach guides the design and implementation of an integrated management system to align and link customer measures from strategic to tactical to operations monitoring. The framework also guides the redesign of business management processes, including planning and resource allocation, to use and leverage customer loyalty insights.

You know that loyal customers are your company’s best customers.  Similarly, motivated, loyal and high-performing employees are your best employees. But do you really know how loyal your customers and employees are?  Do you know how to measure satisfaction and retention of customers and employees?  Do you know whether customer and/or employee perceptions of your company are trending upward or downward?

For the vast majority of companies, the answer to these questions is “no.”  Given that it costs 7 to 10 times more to attract a new customer than to sell to an existing account, you would think that companies would measure customer satisfaction and loyalty as aggressively as they do other aspects of their business operations.  But they don’t.  Because they really don’t know how. 

No matter how advanced your product or service, no matter how broad your distribution, no matter how aggressive your pricing, it’s only a matter of time before the competition figures out how to match or even exceed your capabilities in these areas.  But there is one thing no competitor can ever take from you: your loyal customers.

Loyalty management strategy is the process of defining, implementing, measuring and achieving excellence in every aspect of the customer experience: product, service and support.  You follow a structured plan to maximize sales and marketing effectiveness.  We feel that using the same approach to customer satisfaction is the only way to develop long-term loyalty.

We also know that loyal employees create and keep loyal customers.  So we link customer satisfaction with employee compensation.  Since each is equally important to your business success, they should be mutually rewarding.  Services include customer/employee surveys, online reporting and employee/customer relationship training programs.

Customers today are not just expecting ever-increasing levels of service, they are demanding it.  Since customer loyalty is the ultimate competitive differentiator, you cannot afford to take anything for granted when it comes to customer service quality.  This requires having solid metrics and processes in place that measure customer perceptions of product and service quality in all areas of customer contact.  Nothing is left to chance.  That’s why companies turn to Omega.  We can help you develop and implement a world-class loyalty management strategy, encompassing customers and employees, all designed to increase revenue and profits.