Do you even have a loyalty management strategy? I’m sure you have structured programs and policies for managing your sales, marketing and hiring activities, right? If you haven’t developed a similar approach to managing customer and employee satisfaction and loyalty, then you’re overlooking a significant, proven way to maximize revenue and profits.
February in Orlando, a Loyalty Management Strategy Conference/2004 was sponsored by Omega Management Group Corp. The event brought, for the first time, contact center managers and operational staff in the same room with CRM executives from customer service, sales, marketing and human resources to ‘compare notes’ to determine how best to boost revenue via customer loyalty and satisfaction while at the same time reduce costs through maximized productivity.
Taction is the first call center to receive Omega’s prestigious NorthFace ScoreBoard Award. Read why the company made the decision to implement a loyalty management strategy, and how the program reinforced its core values and strengthened its commitment to customer service excellence.
Companies have long been striving to turn customers into loyal brand advocates. These efforts take many forms, including points programs, advisory boards, online communities, and co-creation. However, these initiatives tend to be owned by different departments, often siloed and disconnected from one another. To realize the full potential of their loyalty endeavors, companies should link them to create one holistic program. View Omega president John Maraganis’s thoughts on the topic.
The latest buzz phrase in business technology is Big Data. This term refers to the idea that companies can extract value by collecting, processing, and analyzing vast quantities of data. Businesses that can get a better handle on this data will be more likely to outperform their competitors that do not. Learn more from one of Omega’s AAG Consultants, Dennis Gershowitz, who spoke to TSIA.