Since 1984, the Omega Management Group Corp, Billerica, Mass., has been a recognized expert in developing and implementing loyalty management strategies (LMS) that boost revenue and profits for client organizations by increasing their customer and employee satisfaction, retention and loyalty. The LMS approach links customer satisfaction and customer loyalty to employee recognition and compensation.
History of Innovation
A privately-owned company, Omega was a CRM industry pioneer (1979) in launching the first off-the-shelf packaged software (fieldwatch™), which became the industry benchmark for companies such as Seibel Systems, Vantive, Clarify, Oracle and others. Omega continues to lead the way in satisfaction and loyalty measurement methodologies through the use of the latest survey software technologies and business intelligence analytical tools. Omega's research methods include surveys via internet, phone, and live interviews.
In 1999, Omega launched its NorthFace ScoreBoard Award SM, the first and still only customer satisfaction client award based solely on customer response. This annual award is now the de facto standard for measuring the success of an organization's customer loyalty program. The interest generated by the NorthFace ScoreBoard Award has spawned several other customer-focused award programs. The formal presentation of NorthFace ScoreBoard Awards has become the centerpiece of the annual Omega SCORE Conference, which focuses on developing LMS processes and applying them to the various customer operations.
Services and Programs
Omega develops and implements customer and employee loyalty management strategies that leverage client investments in their CRM technologies while creating a loyalty culture that raises the service awareness, commitment, competence and operational practices of all employees. Tapping the resources of its Center for Loyalty Research (CLR), Omega's LMS services include customer surveys, employee surveys, key account partnering and retention research, competitive benchmark studies as well as marketing customer satisfaction/loyalty results to employees, prospects, customers and the marketplace.
The Customer Relationship Management Institute (CRMI), Omega's employee training and consulting affiliate, provides customer relationship training and certification, employee surveys as well as webinars and seminars. Omega's Anthony & Alexander Group is composed of executive-level consultants with extensive experience in areas of customer service operations. These include call centers, field service, technical support, customer service, professional services and loyalty marketing.
Omega has two online communities: View from the Top and the Executive Service Panel. Both are devoted to the continuous improvement of the customer service industry. Members of the Executive Service Panel share their opinions on various customer service topics through online surveys. They are eligible to participate in a monthly drawing for a complimentary Loyalty Management Strategy Assessment (LMSA), which encompasses both customers and employees. The LMSA includes a review of the organizations' current customer satisfaction process, customer touch points, survey methodology, data analysis and reporting. In addition, Omega provides an employee interview and a customer satisfaction telephone survey of twenty-five (25) key accounts complete with analysis and reporting.
A comparison of the organization's organization results to the Omega ScoreBoard Benchmark Index is also included in the assessment. Finally, an executive briefing is conducted for the organization's management team. This includes a bound report and a presentation of the results.
For more information on the Executive Service Panel or any of Omega's others services and programs, visit www.omegascoreboard.com or call (800) 711-5196.