A Best Practices Driven New Customer Bill Of Rights

Organizations striving for excellence in customer satisfaction and loyalty now have a template to follow with today’s announcement by Omega Management Group Corp. of a groundbreaking new Customer Bill of Rights -- the first benchmark standard for the global services industry. Omega is a recognized expert in customer experience management strategies.

The new Customer Bill of Rights comprises 10 articles that define best practices for organizations to use when interacting with customers and employees:

1. Deliver Quality Products and Services
2. Provide a Supportive Workplace Environment
3. Reward Employees for Customer Service Excellence
4. Appoint a Senior Customer Advocate
5. Measure Levels of Customer Satisfaction & Loyalty
6. Report on Customer Satisfaction & Loyalty
7. Take Corrective Action where Needed
8. Benchmark Performance within the Industry
9. Seek Independent Audit of Customer Service Processes
10. Conduct Annual Review of Customer Service Processes

The Customer Bill of Rights is the result of research and analysis of global best practices in business-to-business (B2B) customer service and support operations conducted this year through a web survey of members of Omega’s new View from the Top (VFT-500) Research Panel-500SM program. Announced in October 2007, the VFT-500 program consists of VP-level executives in customer-facing positions and/or chief customer advocates at 500 leading global companies, and is devoted to the continuous improvement of the global customer service industry.

Omega’s Center for Loyalty Research conducted the survey -- the first ever based on customer responses exclusively -- and analyzed and reported the results. The survey examined best practices in virtually all customer-facing operations and methods of customer interaction. Companies sponsoring the initial VFT-500 research are Customer Relationship Management Institute; Anthony & Alexander Group, LLC; GoldMine TeleServices Group and ProSearch Services Group. Sponsorship includes contributing to the research process and/or providing other services to the VFT-500 program.