OMS Consulting, LLC
Marketing & Customer Service Excellence
The Customer Service Advantage:
Does investing in customer experience boost profits? Not if the cost of delighting customers exceeds the value it generates. For many companies, customer experience activities show little profit and a falling ROI. That’s a major problem: Forrester's 2016 report, "Expectations Vs. Experience," found that customers penalize companies that under-deliver twice as much as they reward those which over-deliver.
Delivering Customer Experiences That Drive Financial Performance:
Today, more than ever, customers expect tailored offerings, transparent, competitive pricing, rapid delivery and instant gratification. A high-quality customer experience is poised to overtake price and product as the number one brand/product differentiator. Does investing in customer experience boost profits? Not if the cost of delighting customers exceeds the value it generates. By analyzing the complex economics surrounding customer expectations, and focusing on the behaviors that define leading customer experience, OMS’s analysis and recommendations can help companies attain equilibrium that delivers a better customer experiences that also improves the bottom line.
It pays to get the customer experiences right. Investing in the customer experience can generate a significant competitive advantage. Over the next five years almost 90 percent of companies expect to be competing based on customer experience.1 Yet only 7 percent currently deliver it effectively. Thus, companies who under-deliver risk alienating customers.2 In fact, customers penalize those who under-deliver twice as much as they reward companies who over-deliver. By better understanding these economics, companies can shape a customer experience strategy that effectively drives ROI and creates a competitive advantage.
Expectations are rising while returns are falling. Organizations are investing to meet rising expectations, but most of this activity shows little profit and a falling ROI. As customer interactions continue to move online, organizations must invest heavily in digital and emerging technology. It’s a situation worsened by the challenge of satisfying the broader range of demands that stem from changing demographics and the emergence of millennials as a major growth sector.
To succeed companies must:
- Use measurement tools and techniques with a proven link to customer experience.
- Correctly measure the potential benefit of new initiatives.
- Develop an accurate idea of delivery costs.
- Invest appropriately in organizational changes.
- Make accurate and timely decisions about trade-offs between cost, satisfaction and value.
Marketing:
Effective marketing requires answering the following questions:
- Who is the Target Market?
- What is the value-added component(s) that differentiates this product or service from the competition?
- How do we Effectively deliver that message?
-Which mediums are most Effective and Cost Efficient given our market niche and current abilities?
In other words, what sets you apart and how will you get the message to the customer base. Sales drives revenue and Marketing drives Sales. Contrary to popular belief the product or service does not sell itself. A need is identified or created. The Target Market must be informed about the new Product or Service and why it is the best option to fulfill the need. This process is also known as the Four P's of Marketing = Product, Pricing, Promotion and Placement. We can work with you to create or fine tune your marketing plan and sales initiative.
OMS Consulting, LLC
Business Hours
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Wednesday
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Sunday
9 AM - 5 PM
9 AM - 5 PM
9 AM - 5 PM
9 AM - 5 PM
9 AM - 12 Noon
10 AM - 2 PM
By Appointment Only
Contact OMS Consulting, LLC
At OMS Consulting, LLC, our attentive staff is available Monday through Saturday to answer your questions and ensure your satisfaction.
