How do you measure “Customer Experience?”
Top Priority Experience
Managing the customer experience a top strategic priority among industry leaders today. It should be no surprise that customer satisfaction and customer retention are top-of-mind for these businesses, particularly in light of the fact that customers are increasingly willing to shop around to get the best price and service. More and more, consumers use the Web and social media to help make their buying decisions; if your reputation is good, you win. If it is poor, you lose.
Top Priority Strategy
The idea of managing your customer’s experience is only as good as the strategies behind the effort. The trouble is, notions like “satisfaction” and “experience” are subjective and not easily codified. The question becomes: How do you measure customer experience? A report just published by Forrester titled "Executive Q&A: Customer Experience Measurement" aims to get to the heart of the question by surveying leading executives in the field. According to the study, firms need a framework that tells them not only how good their customers' experiences are but also how to improve them and what benefits to expect from doing so.
Defining “Customer Experience”
Forrester defines Customer Experience as: how customers perceive their interactions with an organization
. Therefore, fundamentally, to measure customer experience is to measure customers' perceptions of their interactions with a firm. The report explores a number of key areas and questions to consider, including what types of customer experience metrics are needed, which customer experiences should be measured, and how companies can measure customer experiences across multiple communications channels.
Cloud-based Customer Experience
One way to guide your Customer Experience Management strategy is through the new 366° Degrees platform from OMI. 366° Degrees is a Cloud-based communications management tool that brings all of your customer communications into one easy to use platform -- no matter what form they take. You can easily do things like message personalization, target segmentation and in-depth campaign analytics. Easily reach across communication channels in social media, mobile and online formats and then quickly analyze the effectiveness of those social connections. With our integrated print service, 366° Brand Direct, you can take full control of your printed materials as well; the streamlined workflow creates customized marketing pieces at considerably reduced cost while you manage and improve all of your customer communications. Find out more today by visiting www.omi.co
Give Back to the Community
By Brad Banyas, OMI
Each year our organization participates in a number of Financial Services sponsored community fundraisers. On the surface this involvement is a chance to play some golf, attend dinner galas, and meet with our industry customers and friends. All of this is certainly redeeming from a business and professional point of view, but underneath it all there is the very sense that our communion is paying off in bigger ways; and not just our for business or our constituents, but for our community as well. Indeed, when the list of charities that are supported are tallied it is amazing to observe the breadth of community and social services offered, the amount of money raised, the dedication of volunteer involvement; and ultimately the number of lives impacted to make the community a better place.
A Different Experience
Community focused Financial Services are different from your everyday big banking experience; that’s one of the things that make credit unions and community banks special. Below are just a few of the many hundreds of programs that supported and assisted by credit unions and community banks across the country:
- Financial Literacy Training
- Veteran Support Programs
- Homeless Food and Shelter Programs
- Backpack for Kids Programs
- Grants and Scholarship Programs
- School and University Programs
- Cancer and Illness Awareness Programs
We are thankful for the credit unions, community banks and nonprofits that dedicate time, money, resources and love for such important causes in local and nationwide communities. These efforts truly make a difference, and behind the movement are national programs executed by credit unions, non profits and community banks making a difference in the local community.
Not Just About Business
OMI has been very fortunate to participate in some of the above programs, not only through monetary donations but also by providing technology free of charge to our credit union and community bank affiliates. One example was a recent “Backpack for Kid’s” project where 50% of the children in the community elementary schools received free or reduced-price meals during the school year. For many of these underprivileged children the meals they received through this program were the most substantial meals they got during the week and we felt good about lending a hand. As a father of four myself, I can tell you that this was a cause that we wanted to participate in, so we our social media technology to drive awareness about the program. For us, lending the technology for the cause wasn’t about business; it was about doing the right thing for those kids and for our community.
Amplify your Activity
A lot of great work is being done…and yes, it’s not all about business; but amplifying awareness of your community involvement only makes sense to boost the profile of your Financial Institution with current and potential members and customers. How can you do this without seeming to be self-serving or full of hyperbole? Below are the 6° Degrees of Separation we use of in our customer communications and social media technology that can help better communicate and amplify your message.
1st Degree – General Correspondence – Incorporate your program’s message in all statements, notices, and other repetitive communications. Be consistent and make it part of the ongoing process.
2nd Degree – Member-facing Personnel – Educate branch managers, tellers and customer support staff about your community programs. Let them choose programs that they can be passionate about.
3rd Degree – Rewards – Reward business entities that donate money, time and resources with reduced fees and services. Promote their involvement on your website and other correspondence.
4th Degree – Testimonials – Nothing amplifies a program like someone who has personally been affected by a good deed. Use testimonials from the recipient, volunteers or other third parties. Change lives through story telling
5th Degree – Employee Acknowledgement – Reward employees for volunteering or contributing. Remind them that making a difference without them it’s not possible. Allow them time off to volunteer in your community programs.
6th Degree – Be Social – Your community efforts can be amplified through social media. Good deeds are shared at higher frequency than marketing oriented material. All content should be shareable, likable, and easy understand.
It’s not easy to make a difference in the world, but credit unions and community banks nationwide are doing just that through a principle foundation rooted in the community. Amplifying your community activity is easy to do, however; it just takes a little thought and effort. The key is remaining dedicated and consistent, and patched into the pure passion to make the community a better place.
Thank you to all of the volunteers, donors, organizers,credit unions and community banks that continue to support local causes. You truly create that special degree of separation in the community’s you serve.
Financial Services firms lead the way with Automotive, Retail and Healthcare
According to a new industry report, more and more organizations are embracing integrated marketing; an approach that integrates online, mobile and social media with traditional print-based marketing. The comprehensive 325-page research report from the Print Industries Market Information and Research Organization identifies trends in the use of various media in marketing campaigns and discusses print's role in integrated marketing.
The research, conducted by InfoTrends
, explores the growth of integrated marketing overall and identifies the key vertical markets that are adopting an integrated marketing approach. According to the study, companies spent $15 billion on integrated marketing in 2011. Analysts predict that spending will reach $25 billion annually by 2016.
Financial Firms First to Integrate
The PIMIR report says that the adoption of integrated marketing is spreading fast. The financial services sector is the fastest growing market vertical and is projected to increase at approximately 18% CAGR over the five years. Rounding out the remaining top five markets are automotive, retail, food and beverage, and healthcare
Clearly companies and organizations of all sizes and from all industries are moving away from traditional print-only marketing toward an integrated blend of print and other media. When print is used, it will be used in a more thoughtful, targeted and value-added way. Indeed, the PIMIR report reveals that "many experts believe that print's future hinges on the use of targeted, personalized dynamic content." Just as user companies and customers have come to realize the important role of new media in their business marketing, many print service providers now realize that the time has come to include new integrated options in addition to traditional print/mail if they hope to succeed as prevailing market trends transition and change.
A Path Forward with 366° Degrees
we provide a pathway across the divide separating traditional print and new media marketing. Our 366° Degrees
Platform is a Cloud-based customer communications platform that helps both companies and service providers bridge the gap between tradition print and new media customer engagement. We’ve proven our approach in the financial services sector, and now we’re enabling solutions in healthcare, manufacturing, retail and more. Contact us today to learn more at 877-377-7274
or find us online at www.omi.co
Interview with Dorothy Young, CEO of The Glassbox
The Glassbox is a Social Enterprise Collaboration technology that enables business leaders to make critical business decisions. The company has been in partnership with OMI, a team of Cloud-based platform developers and service providers based in Atlanta,Georgia, working together to develop and deploy “The Intelligent War Room” – a Cloud-based solution that enables organizations to organize and analyze all the decision-making information they need from anyone, anywhere, anytime, and in any format.
According to The Glassbox CEO Dorothy Young, the Intelligent War Room solves a number of problems for senior executives. “There is a lot of technology that exists for high volume and high transaction day-to-day processes, but the challenge that executives face is that they have demanding strategic initiatives that are very complex and time consuming, and there is no software that is flexible enough to meet their needs in delivering on those initiatives.”
From Inspiration to Innovation
The initial inspiration for The Intelligent War Room came as a result of Young’s frustration with current tools available to executives for business intelligence and real-time information management. “I was a corporate executive all of my career,” explains Young. “And I was always frustrated having to email oftentimes hundreds of people to request information; then manually put it together and get it into a presentation. It was never good enough and it was never timely enough.”
It takes more than a great idea to be a great company and Young says that their relationship with OMI was an essential component to getting the product -- and even the company itself -- off the ground. “We needed somebody that we could trust to make sure that it would come to life from an infrastructure and support perspective,” says Young. “What’s been really unique about the relationship is that everybody on the street, investors especially; was quite unnerved by having an outsourced technology partner. But it just didn’t make sense for us to try to hire up and do all of that work; being a startup it’s just too risky.”
Unique Platform, Unique Partnership
In addition to supplying the Cloud-based expertise and technology know-how, Young says OMI helped The Glassbox build a unique and innovative platform that is simply not available on the market today.
“We wouldn’t have been able to do it without our partnership with OMI,” says Young. “By having an outsourced partner we’ve been able to build something that nobody else could have done without that partnership from a scale, size and functionality perspective and I’m very grateful for everything they’ve done to help us succeed so far.”
Indeed, Young says that despite investor hesitation early on, partnering with OMI was the right thing to do for the company. “Even some of my friends that are CEO’s of technology companies were quite skeptical of what I was doing. But now they look at it and say ‘you know what, you’re actually on to something;’ and I say ‘yeah, I know!’”
The Future Looks Bright
The Glassbox has a unique relationship with OMI that compliments the company’s goal of expansion into additional market verticals. “Any strategic decision that we make we vet with OMI,” says Young. “We explore the technical implications and we talk about the business implications as well. OMI has their own Cloud-based solutions, so we learn from each other. I feel just as committed to helping them in their business as they do in mine, and I think it’s that type of relationship that benefits both sides.”
Where will The Glassbox be in five years? Young says it includes having OMI continue to play a pivotal role in their future success. “The Glassbox would not be where it is today without the relationship that we have with OMI, and I couldn’t imagine moving forward and growing without them.”
Customer Communications Management (CCM) moves to the Cloud!
Cloud computing has become one of the most popular topics of conversation among the business community today. Once a hot topic only for IT pros and technology pundits; “The Cloud” is now top-of-mind for organizations and executives from all industries and market segments. Indeed, businesses are putting their money into the Cloud. Research from analysts like Gartner
and Merrill Lynch
estimate that the Cloud computing market will be worth $160 Billion by the end of 2013.
Businesses from all industries are feeling pressure to move to the Cloud, so it is not surprising that experts are predicting the market to grow at such a dramatic pace. In fact, at OMI we believe that Customer Communications Management in the Cloud, or Cloud CCM, is the next big trend to watch for. Businesses small and large are realizing that the Cloud offers a variety of solutions to problems that plague the customer communications process: costly production, lack of flexibility, slow cycle times, and more. Indeed, we’ve seen great success with small and medium-sized businesses -- the largest growing segment in Cloud computing – as well as with large, multinational enterprise organizations using the Cloud to manage customer communications in a new and more affordable and effective way. Simply put, antiquated paper-based communications and a lackluster online customer-facing presence are no longer adequate to meet the needs of today’s consumers. As a result, companies that have not yet switched to Cloud CCM are feeling pressure to do so, and those who have already are seeing the benefits.
That’s where we come in. Our team of Cloud-based platform developers and service providers based in
is working to develop and deploy innovative, easy to use and easy to afford Cloud CCM solution like our own 366° Degrees
. Our expertise in the financial services sector is growing to include industry-focused platforms made for marketing, compliance, social media and more. In addition to supplying the Cloud-based expertise and technology know-how, our customers gain advantage with the ability to build unique and innovative Cloud-based solutions that are simply not available on the market today.
The sky is the limit! Stay tuned for more exciting developments. Contact us today to learn more at 877-377-7274
or find us online at www.omi.co
Loyalty is built on customer experience, not cost
Customer loyalty is a critical success factor for any business. And these days banks and credit unions face a huge question: Does it make more sense to invest in customer experience or in dropping your prices to improve customer loyalty? According to a new report from Forrester Research
, bank customer experience is a more powerful loyalty driver than pricing.
The Forrester Report tested the relationship between banking customers' perceptions of their experience, their perceptions of price-value, and their loyalty. The results shows how customer experience trumps price-value perception as a loyalty driver for both banks and retailers, and what this means for organizations that want to deepen their relationships with their customers.
Are you experienced?
According to Forrester analyst and author of the report Maxie Schmidt-Subramanian, customer experience accounts for the majority of loyalty among bank consumers. "Years of Forrester data across multiple industries confirm the strong relationship between the quality of a firm’s customer experience and the loyalty of its customers," says the report. "But even we were surprised to see how much more important customer experience is than price-value perceptions when it comes to driving loyalty."
The Forrester report indicates that price-value perception plays just a small additional part in driving bank customer loyalty and that pricing becomes irrelevant if a product or service doesn't meet a customer's needs.
Manage your message
This research confirms our long-held opinion that customer loyalty is driven by customer experience. Building loyalty these days requires a customer-focused experience as well as customer-focused pricing. Indeed, Schmidt-Subramanian reiterates how banks that pursue overly aggressive pricing or those that nickel-and-dime customers can create a lasting negative impact on customer experience and loyalty.
How can you bring all the pieces together to manage your message and boost customer loyalty? It’s time to check out 366° Degrees
by OMI, a customer-focused cloud centric approach to involve branding, marketing and customer experience management into every aspect of your company. Contact OMI at 877-377-7274
or find us online at www.omi.co
Brand Benefits and Control
The term “Web-to-Print” is one that is familiar to most people in the document management and printing industries. But if you are a corporate marketing professional you may not be as familiar with the concept or the many ways using Web-to-Print can be an undiscovered benefit for OMNI Channel Marketing.
What is Web-to-Print?
Web-to-Print, also known as on-demand printing, remote publishing or print e-commerce, is a broad term that refers to the practice of commercial printers doing business over the Internet. Whereas in the past engaging with a printer used to be in-person with a local provider, today customers are free to use any number of print providers found online.
The Cloud has opened up opportunities for commercial printers and Cloud CCM providers to communicate and engage directly with customers online and the industry has taken note. Indeed, according to InfoTrends, the leading worldwide market research and strategic consulting firm for the digital imaging and document solutions industry, 78% of Americans use the Internet and each one spends an average of 32 hours per month online. According to the U.S. Department of Commerce approximately four trillion dollars in transactions are conducted online each year. This consumer shift has not gone unnoticed, and more and more Cloud CCM and commercial print providers are joining the online trend toward Web-to-Print.
Adopting Web-to-Print can be a great advantage for marketing professionals. With Web-to-Print it is easy to do things virtually that used to require face time and hardcopy; this saves time and money, and brings a greater level of control over your communications and marketing collateral. Things like submitting print jobs, doing reviews, and designing postcards, brochures and other marketing pieces are all easily done directly on online. Other services such as variable data printing, photo manipulation and cross media marketing campaigns are all just a click away.
How does Web-to-Print provide a return on investment and create value for omni-channel campaigns? Web-to-print solutions allow you to directly customize content and imagery within your marketing materials to the specifications that maintain your brand guidelines, maximize your efforts, and more finely tune your marketing activities to meet your business objectives. Some of the benefits include:
Control the Brand
Complete control to customize content and imagery within marketing materials to ensure consistency,credability and brand guidelines.
Create and Communicate
Automated templates guide customized pieces without complex programming or a lengthy learning curve. Communicate en mass or tailor to an individual for the ultimate customer experience.
Automate for Efficiency
Automate creative, marketing, and fulfillment processes through a unified platform. Free up your marketing resources and shorten lengthy approval cycles.
Integrated and streamlined workflows provide the ability to create customized marketing pieces on demand, considerably reducing overall costs.
Personalize Your Approach
Improve member engagement with personalized marketing campaigns to deliver unique and relevant content to each member.
Speed Time to Market
Reduce the time it takes to request and produce marketing materials by automating the workflows and processes that shape and guide content, imagery and production.
Manage in Real Time
More effectively manage your communications with anytime, anywhere access to check status, make modifications, or deploy your campaign.
Business Communication Costs Still tied up in Workflow
Perhaps the most compelling reason that corporate marketing professionals should take a good fresh look at Web-to-Print is the fact that the majority of business communications costs are still tied up in workflow. According to a research study, “The True Cost of Business Communications” from InfoTrends, more than half the cost of marketing communications are associated with workflow. Indeed, creative, editorial and project management activities drove the majority of costs, not printing and production. And while it may be relatively straightforward to negotiate your best deal per page at a printer, the InfoTrends study suggests that hidden process costs are often overlooked. Cloud Centric Customer Focused Engagement Platforms incorporate Web-to-Print, like 366° Brand Direct from OMI, which provides Brand marketers a disciplined yet convenient way to mitigate those workflow-associated costs while gaining better control over corporate marketing and customer communications.
Several of our team at OMI
ventured south this week to the Xplor2013 convergence in
. Xplor is one of the most popular industry events and we are pleased to be participating this year. Themed “Breakthrough 13,” this years Xplor Conference featured over 60 educational sessions, several interesting keynote and general sessions, and an exciting vendor forum. Xplor is also about networking and community as well, and ideal for any company that generates customer communications via print, web, social media, mobile, or all of the above.
We enjoyed out time at Xplor
this week, and for the opportunity to meet with other subject matter experts to share trends and best practices, especially in the area of Cloud-based Customer Communications Management. Cloud CCM is about to explode, and just this week we announced an important strategic partnership with our colleagues at Doxee. The alliance will allows both organizations to more rapidly and cost-effectively deploy Cloud-based, multi-channel customer and enterprise communication management services throughout
via OMI’s 366° Degrees customer engagement platform.
We’re working hard in
exchanging ideas, sharing our experiences with Cloud CCM, expanding our network of colleagues and friends at Xplor2013. Let’s connect! Contact OMI at 877-377-7274
or find us online at www.omi.co
Alliance Offers Cloud-based Customer Communication Management in North America
Atlanta, Georgia and San Jose, California, April 12, 2013 - Outsource Management Inc. (OMI) and Doxee USA Inc. today announced a strategic partnership to extend Doxee's customer communication management (CCM) software and services to customers in North America via OMI's 366° Degrees customer engagement platform. The alliance allows both organizations to more rapidly and cost-effectively deploy Cloud-based, multi-channel customer and enterprise communication management services throughout the region. According to Kashif Mahbub, vice president of sales at Doxee, the alliance is a key component of their go-to-market strategy that is focused on partnering with proven innovators like OMI."As Doxee continues its expansion into North and South American markets," says Mahbub, "our goal has been to develop strategic partnerships that align well with our go-to-market strategy for our pioneering Cloud-based SaaS solutions for customer communication management. OMI is a great fit for Doxee as it brings to this partnership not only an extensive knowledge of Cloud and SaaS technologies, but also deep experience of delivering services in the CCM and document management space. Doxee solutions and services running on OMI's customer-facing platforms are set to deliver the most cost-efficient, multi-channel business communication solutions to enterprises across the board".The Customer Communication Management space is evolving at an ever increasing rate, says Brad Banyas, CEO of OMI. The two companies will work together to evolve traditional pricing models, and that means savings for customers. "We immediately recognized that what Doxee has been doing for over a decade in Europe matched our strategic roadmap state side. Combined, our service deliverables will allow companies to turn traditional software licensing models into real time consumption models that include all areas of the customer communication lifecycle. We can eliminate the traditional capital expenditure side of software licensing and reduce time to revenue for our joint clients."Both Banyas and Mahbub agree that Cloud CCM is about to explode and that their combined partnership will accelerate adoption of Cloud-based communication management across North America. Both are confident that customers will discover no other single CCM provider can deliver the same level of agility, affordability and visibility across all communication channels.About OMIwww.omi.co
Founded in 1999 as (OMI) Outsource Management Inc., headquartered in Atlanta Georgia. OMI is one of the first Software as a Service (SaaS) providers to the Customer Communication Management market. OMI provides Cloud-centric, customer-focused engagement platforms that assist organizations with customer communication lifecycle management. OMI's 366° Degrees℠ Platform as a Service (PaaS) provides the ability to aggregate all outbound and inbound communications to offer a single view of customer engagement to our clients.
OMI's focus is to deliver Cloud-centric services to drive deeper levels of engagement by centralizing disparate systems and processes surrounding transactional communications, marketing communications and social communications that improve brand experiences.
Doxee enables global enterprises to engage and communicate with their customers in a pro-active, cost-efficient and profitable manner. Doxee Enterprise Communication Platform is a first of its kind SaaS-enabled multichannel communication solution for enterprises that produce and deliver high-volume communication. This includes bank statements, bills, insurance policies, welcome letters, email alerts, web presentment, marketing campaigns and more.
Since 2001, Doxee solutions have been deployed in Global 1000 organizations in telecom, banking, finance, healthcare, manufacturing, utilities and government sectors. Every year, Doxee generates over 2 billion communication pieces reaching over 100 million end-users worldwide. Doxee serves its global client base and partner network from offices located in North America and Europe. For further information, visit http://doxee.com or follow Doxee on Twitter and Facebook.
Bump it up a notch with 366° Degrees℠
To be successful in business you must first be successful in selling to customers. In order to do that you must first engage. Indeed, customer engagement is the critical first step toward customer satisfaction, brand loyalty, and bottom line profitability. In the end, if you are not good at engaging with your customers chances are you won’t be much good at selling to them either.
Engage for Change
The business world has changed rapidly in recent years. Economic factors have made a significant mark on the market place, and the rise of online social networking has given birth to an entirely new forum in which our customers communicate. These days, how you engage with customers -- and where -- cannot be overlooked in terms of the impact to the profitability of your company. The time has come for organizations to incorporate a customer-facing, Cloud-centric approach to integrate and involve branding, marketing and experience management into every aspect of doing business.
“These days, how you engage with customers -- and where -- cannot be overlooked in terms of the impact to the profitability of your company.”
One way to do that is by adopting 366° Degrees℠ by OMI, a Second Generation Platform as a service that engages customers with personalized content, targeted offers and custom messaging each time they engage with your company online. By aggregating outbound communications in 366° Degrees℠, companies can now begin to see how and where customers are engaging at an aggregate level. Customer profiles can now be accessed and communication preferences set to the channel of choice. A customer timeline is established from account opening through the lifecycle of every communication sent, viewed, opened or engaged at a client level. This creates a communication timeline of all interactions with end customers and allows Brand Managers and Marketing Managers to deliver consistent experiences regardless of where customer data is sourced within the organization.
Engage with Intelligence
The depth of business intelligence derived from 366° Degrees℠ provides greater insight to the measurement of engagement levels, frequency of interactions and value of branding at the individual customer level. There is no guessing what communication was sent, opened or interacted with regardless of the channel. By directing outbound communications to 366° Degrees℠ actual interactions are measured and tracked assisting Brand and Marketing Managers with deriving appropriate engagement channels and messaging for future campaigns and communications.
Engage in the Cloud
366° Degrees℠ provides a collaborative point much like what Box.net, Dropbox and Google Drive have done for document storage and document sharing but now with the most important aspect of any Marketing and Brand experience, your outbound customer communications. 366° Degrees℠ has built in engagement campaign abilities such as content management, email, social and online campaigning to assist in cultivating and growing your brand. By consolidating an organizations mass communications from the outbound perspective, all customers can now be managed and developed with other more effective marketing venues like mobile, social and email.
For more information on 366° Degrees℠ by OMI, and how your organization can turn all outbound communications into and engagement opportunity for more effective multi-channel communication and experience management, contact OMI at 877-377-7274 or find us online at www.omi.co.