Customer service & loyalty research panel launched
Omega Management Group has launched a new online 'View From Top' (VFT) Research Panel programme, open to vice president-level executives in customer facing positions, and devoted to the improvement of customer service.
The VFT Research Panel 500 is currently being opened up to customer service VPs in the form of an online community, with charter membership being on a by-invitation basis. The community welcomes VPs of customer service, support, sales, marketing and similar roles.
Panel structure The first fifty VPs accepted from each of ten targeted industry categories will make up the VFT Research Panel 500 Charter Group, and will gain lifetime membership without paying fees.
At the same time, a VFT Advisory Board is being formed to act as a steering committee with direct influence over research topics, survey questions, data collection, analysis, and reporting.
Web-based surveys The programme will use web-based surveys to allow panellists to respond and provide opinions, and to throw new light on know-how, trends, and best practices in the fields of customer satisfaction and customer loyalty. The data will be analysed and correlated to form reports that will be shared with VFT panellists on a quarterly basis.
"The VFT development and approach have been deeply influenced by service executives and service professionals within the customer service and support community at large," noted John Alexander Maraganis, president for Omega. "The objective is to provide panellists with a real-time opportunity to express their opinions on topics related service business, and stay up-to-date on current service business trends at the same time."
Initial subject areas The panel will focus on various areas of service business operations, such as: customer relationship management (CRM) best practices; service operations, strategies and CRM technologies; loyalty management strategies that drive revenue and profits; and employee compensation linked to customer satisfaction and loyalty.
Charter Members of the panel will share in the combined intelligence of the whole online community of senior service executives, having full access to research survey results, and sharing the insight and resources of Omega's own Center for Loyalty Research.
Panel members will receive the VFT Research 500 Report free, as part of their membership. The report will contain data to help them benchmark their own organisation's performance against others and establish a baseline for improvement.