Happy Holidays from Omega Management Group!

Happy holidays!As the year comes to an end, and everyone travels home for the holidays, we think about what we are grateful for. Our relationship with you is something we treasure and value. Thank you for the incredible opportunity to help service your needs. We wish you a very happy holiday and look forward to seeing and hearing from you in the New Year!

Omega Management Group is your Customer Experience Management (CEM) partner. Empower your organization with the knowledge and tools for the ultimate customer experience.

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Transform Your Contact Center Operations Through a Mature Enablement Model for Social Media

Achieve a mature enablement model for social media within the contact centerA mature enablement model for social media within the contact center is a goal that relatively few organizations today have reached.  But adopting a mature enablement model that allows you to better service your customers will help you stand out from the competition and grow your business.

Although what constitutes a mature enablement model continues to evolve rapidly, the following characteristics have become the new foundational pillars of a customer-centric organization.

People and Culture

Organizational culture is held together by its employees.

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How to Craft a Customer Survey to Build More Loyal Clients

A survey is the best resource to utilize for improving customer experience

There is no better resource to utilize for improving customer experience than with a survey. Surveys impart the ability to translate specific data needed for analysis.  Simply ask customers for their feedback and assess results to identify customer satisfaction, gauge the introduction of a new product or service, or conduct research for new thought leadership data.

Crafting an effective customer experience survey is more complicated than understanding what information you desire.  An effective survey design is an art and a science of forming the right questions. 

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Videos need to be supported to generate customer support results

Technology has opened a number of new channels for companies to connect with their audiences. Social media and mobile tools allow businesses to provide engaging materials directly to individuals. Successfully driving activity through these channels depends on having content that potential customers want. For a growing number of organizations, that content is presented in professional videos.

According to B2B Online, the number of YouTube-style films made by top brands has jumped by 73 percent annually since 2009. These marketing tools are an effective way to offer explanations, give demonstrations and build a following.

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Loyalty programs need unique customer experiences to get results

Customer loyalty programs are designed to help companies improve sales, but they often fail to deliver the engaging customer experiences that result in true brand allegiance.

Loyalty programs are common within the airline industry. Each organization seems to offer its own version to attract frequent fliers with discounts and perks such as early boarding. Unfortunately, a survey by Deloitte showed that these programs don't work for their intended purposes. Business travelers do take advantage of the deals offered through the initiatives, but they don't limit themselves to just one airline.

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Enhance customer experiences by examining the sales process

Having the right sales process can channel potential clients to the correct departments to quickly and smoothly finalize purchases. With effective customer experience management (CEM) strategies, communication is improved at each step to ensure no potential opportunities are missed. This creates a seamless interaction with leads that can boost conversion rates and contribute to higher customer satisfaction.

Unfortunately, many organizations have sales processes that end up costing them business, according to Forbes. The source noted that efforts to improve customer service often create frustrating and repetitive encounters by restricting the actions of sales staff.

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Switch to a service mindset to see positive results in customer loyalty

Effective marketing campaigns can generate a lot of foot traffic and inquiries for firms. However, turning these potential leads into sales requires more than simply offering a discount.

Multichannel Merchant stated that businesses that focus on serving their audience are able to provide stronger customer experiences and drive sales. While marketing and promotions help attract new customers, it is the services companies provide that will build brand loyalty and generate repeat purchases. For many organizations, particularly those in the B2B sector, this requires switching from a promotion-focused mindset to one concerned with delivering on promises.

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Refresh customer experiences by adding new features

Facebook generates a lot of web activity, with 699 million people logging onto the website every day. Its popularity has made it the default social network for businesses and organizations looking to connect with consumers. Now, Facebook has implemented yet another feature designed to improve customer experiences and change how people interact online.

Wired reported that the social networking giant has enabled embedded posts. This feature allows users to quickly post Facebook content on other websites. The source noted that this will create greater flexibility when it comes to sharing blogs, videos, news articles and other online content.

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Employee engagement enhances customer experiences

Customer service is essential to improving sales and retaining clients. Positive experiences dealing with sales staff or customer service agents help brands engage their audiences, which can have a favorable impact on customers' impressions of companies.

Businesses often struggle to consistently provide meaningful customer experiences because their own staff members lack engagement. The Harvard Business Review stated that employee engagement boosts performance in a number of key areas. Everything from productivity to product quality to worker safety is improved when organizations focus on addressing the needs of their staff.

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Companies struggle to provide good customer experiences through mobile channels

Smartphones and tablets play a growing role in the interactions between customers and businesses. Business buyers often use mobile technology to research products, compare prices and check reviews before making a purchase. In response, companies are adjusting their marketing strategies to cultivate a more personalized customer experience through the mobile channel. However, there remain a number of challenges for organizations to overcome when it comes to mobile services.

Customers turn to mobile devices for the convenience. They can access websites or check messages from anywhere to get information or place orders.

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