A number of companies in television, print, and radio called on Omega to identify opportunities for growth and profitability. Omega responded by identifying critical customer needs for clients and developing strategies to tap into new markets.
The New York Times
Mitigate customer churn

The Challenge
• Declining revenues due, in part, to a high rate of subscription cancellations.
• Tens of thousands of subscribers labeled as “defectors” with no understanding of why customers were canceling.

The Approach
• Determined the root cause of why customers were actually terminating their subscriptions.

The Results
• Facilitated changes to the IT system and training for telephone reps.
• Within 18 months, the retention rate of desirable customers increased 400% (from 6% to an unprecedented retrieval rate of 25%).
• Subscribers who cancel are now classified as “marketing targets” rather than “defectors.”