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CRMI's Fall Event Schedule
The Customer
Relationship Management Institute
(CRMI), Omega's education and
training company, has announced its
Fall 2006 schedule of "Gold Series"
webinars and the Loyalty Management
Strategy Workshop. The
"Gold
Series" webinars
are free and run from October 17
through November 2. The
2006
Loyalty Management Strategy (LMS)
Workshop is a
two-day program that takes place on
November 29-30 at the Bedford Glen
Hotel, Bedford, Mass.
Register today!
[FULL STORY]
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The Service Perspective in
Customer Care
Winning Customers Over the
Personal Way
by Dennis Gershowitz
It always
surprises me how hard companies work
to deliver service that exceeds
customer expectations, and yet how
little time they spend on refreshing
the basic skills we have learned as
we became adults..
[FULL STORY]
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Omega Executive Service Panel
 Get
paid for your opinions by
participating in the brand new Omega
Executive Service Panel. Through a
series of interactive web surveys,
you will stay up-to-date on current
customer service business trends and
predictions for the coming quarters
- and be compensated for your
completed online interviews.
For
each completed interview, you will
earn MarketPoints that are
directly redeemable for monetary
rewards...
[FIND OUT HOW YOU CAN GET PAID FOR
YOUR OPINIONS]
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Branding the Customer
Experience
A Tale of Two Contractors
by Craig Bailey
 I've
recently had the "opportunity" to do
business with two general
contracting firms. These events
highlight the two extremes of the
customer experience, and provide key
lessons that should be internalized
by all businesses.
[FULL STORY]
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Omega, CRMI Have a New
Home
 We've
notified everyone about the
recent move to our new,
expanded corporate
headquarters, but if you
haven't got the word, this
will make it official.
WE'VE MOVED!!
Our new address is 300
Concord Road, Suite 330;
Billerica, MA 01821. The
main number for Omega is
(978) 715-2900. The fax
number is (978) 663-2990.
CRMI's main number is (978)
715-2950. The fax number is
(978) 663-2929.
 We're
in a large office
development called the
Concord Road Corporate
Center, where our neighbors
include Getronix, Millipore,
Raytheon and Nortel
Networks. There's also a
Wyndham Hotel right in the
office park for the
convenience of customers,
prospects and business
partners. As the photos
illustrate, we have
substantially increased our
office space and upgraded
our business services.
An
Open House
has been scheduled for
Thursday, November 9
from 4 pm to 7:30 pm.
Customers should RSVP
through their account
manager. Everyone else
please call (800) 711-5196
and ask for Diane. We look
forward to seeing you on the
9th or any other time you're
in the area. Here's
how to find us.
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CUSTOMER SPOTLIGHT
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Customer Spotlight:
RISO, Inc.
"Customer
Satisfaction is at the heart
of our success as a
company." So begins RISO,
Inc.'s Principles for
Progress, the operating
principles that each and
every RISO employee takes to
heart.
How did customer
satisfaction become the
number one operating
principle of the Danvers,
Mass., company? It begins,
in part, with Omega
Management Group Corp. and
the Omega NorthFace
ScoreBoard AwardSM.
RISO, Inc. is the
North American subsidiary of
RISO Kagaku Corporation, the
inventor and world leader in
digital duplicating
technology. RISO
Printer-Duplicators feature
a plate-based ink-on-paper
technology that is fast,
clean, and efficient. They
require no special skills to
operate and use no hazardous
chemicals in the printing
process. People all over the
world depend on digital
duplicators for their
productivity, versatility,
and ability to contain
costs.
[FULL STORY]
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Is Your Service
Process Wasteful?
The answer is yes!
by Bob Brooks
 How
much time would you estimate
is spent on non-value added
activities in the average
industrial/corporate
process? Get ready for a
shock. The answer is 50%,
and that number commonly
gets as high as 98%.
Those figures are hard to
believe, but analysis of
literally thousands of
processes verifies the truth
of those numbers. If you
analyze your service
process, you'll be able to
verify them for yourself.
To do that, however, you
first need to understand
what constitutes "non
value-added activity" and
"waste."
[FULL STORY]
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Customer Loyalty Takes
Wing
The
700,000 passengers expected
to travel on Northwest
Airlines flights worldwide
in October will have an
epiphany. They will
magically become more
customer-centric than when
they boarded the flight.
That's because an audio
segment featuring Omega's
views on the importance of
customer loyalty and
retention will be part of
the on-air entertainment
package.
In the recording, produced
by Sky Radio, Omega's Bill
Bradley, director of
marketing, answers the
following questions:
-
Omega Management
Group helps
companies increase
sales and revenue by
increasing customer
satisfaction and
loyalty. Why is
this so important,
and aren't companies
already doing this?
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How do your clients see
the measurable value of
this?
-
Other firms provide some
of the services you do.
Why should companies do
business with Omega?
Readers of The Loyalty
Strategy Report know the
answers already, but we
invite you to
hear
Bill's take
on these topics. The link
brings up the audio
recording plus slides that
amplify the questions. Only
the audio portion will be
available to Northwest
Airlines passengers.
As astronaut Neil Armstrong
would have said of the Sky
Radio recording, "That's one
small step for Omega, one
giant leap for customer
service excellence."
[PRINTER FRIENDLY VERSION]
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