Welcome!

CRM Authors: Xenia von Wedel, Ian Khan, PR.com Newswire, Steve Mordue

News Feed Item

Omega Honors 35 Companies for Delivering 'World-Class' Customer Service; 2 Cited for Certification in Employee Training

Recipients of Omega's 2013 NorthFace ScoreBoard Award(SM) Consistently Exceeded Customer Expectations; CEMPRO(SM)-Certified Customer Relationship Training Recipients Also Recognized

NORTH BILLERICA, MA -- (Marketwired) -- 04/07/14 -- Omega Management Group Corp., specialists in driving companies' revenues and profits by implementing Customer Experience Management (CEM) strategies that increase customer and employee satisfaction, announced today that 35 companies have qualified to receive its NorthFace ScoreBoard Award(SM) for 2013. Omega also recognized two organizations for meeting the rigorous employee customer relationship training requirements needed for CEMPRO(SM) certification.

Now in its 14th year, the NorthFace ScoreBoard (NFSB) award is presented annually to companies who, as rated solely by their own customers, achieved excellence in customer satisfaction and loyalty during the prior calendar year.

The Certified CEM Professional (CEMPRO) program was established in 2010 to provide best-in-class training curricula for organizations who want to ensure that their customer-facing groups have mastered the skills needed to deliver consistently exceptional customer experiences. CEMPRO is administered by Omega's strategic education and training partner, the Customer Relationship Management Institute (CRMI).

"The NorthFace ScoreBoard Award recognizes organizations who not only offer exemplary customer service, but who also center their existence on a deep commitment to exceeding customer expectations," said John Alexander Maraganis, president & CEO of Omega. "In 2013, more than 200 projects, many international in scope, were audited from 55 companies based in the U.S. and abroad. The majority of companies are repeat recipients, which shows that, despite the tough economy, implementing a CEM strategy is a reliable, proven way to achieve business success."

Omega's methodology measures customer satisfaction and loyalty levels on a 5-point scale (or equivalent) at least four times during the year in such categories as technical support, field service, customer service and account management. The 35 NFSB recipients are companies who, based solely on survey responses from their own customers, achieved a 4.0 or above out of a possible 5.0 or equivalent.

"Due to its unique 'customer-only vote' criteria, the NorthFace ScoreBoard Award has been viewed from its inception in 2000 as the only objective benchmark for excellence in customer service," Maraganis said. "Omega defines ultra customer loyalty as customers who continuously purchase from the same company -- even though other choices may offer significantly better pricing -- because the company consistently exceeds its customers' expectations."

Omega's research indicates that companies that consistently achieve a 4.0 rating or above have reached the "Loyalty Zone." This means they have succeeded in locking in profitable, long-term customer relationships, and this significantly raises the bar on their competitors.

Omega will formally present the NFSB and CEMPRO awards to recipients during ceremonies on May 22 at its SCORE Conference 2014, being held at the Seaport Boston Hotel from May 21-23. Now in its 12th year, SCORE remains the only event in the customer service industry focused on CEM best practices to acquire, retain, grow and win-back customers. SCORE speakers also explain how CEM can be applied to customer-facing operations such as contact centers, field service organizations, professional services, help desks and technical support. Hundreds of service, support, sales, marketing and human resources executives from the country's leading firms attend the conference each year.

NFSB 2013 Recipients:

Fourteen-time recipients:

  • Haemonetics Corporation; Braintree, MA
  • Kronos Incorporated; Chelmsford, MA

Thirteen-time recipients:

  • ZOLL Medical, Chelmsford, MA; for Technical Support

Twelve-time recipients:

  • Alfa Wassermann, LLC; West Caldwell, NJ
  • Analog Devices, Inc.; Norwood, MA
  • Sony Electronics, Inc.; Park Ridge, NJ

Eleven-time recipients:

  • Boston Scientific Corporation; Natick, MA
  • Carl Zeiss Meditec, Inc.; Dublin, CA
  • FLIR Systems, Inc.; North Billerica, MA

Ten-time recipients

  • None

Nine-time recipients:

  • KVH Industries, Inc.; Middletown, RI

Eight-time recipients:

  • None

Seven-time recipient

  • Serena Software; San Mateo, CA

Six-time recipients:

  • DMS Health Technologies; Fargo, ND
  • RelayHealth; Alpharetta, GA
  • ZOLL Medical, Chelmsford, MA; for Customer Service

Five-time recipients:

  • ACIST Medical Systems, Inc.; Eden Prairie, MN

Four-time recipients:

  • NetScout; Westford, MA
  • Stryker Orthopaedics (formerly MAKO); Ft. Lauderdale, FL

Three-time recipients

  • Accuray Incorporated; Sunnyvale, CA
  • Masimo Corporation; Irvine, CA
  • Diagnostica Stago, Inc.; Parsippany, NJ
  • Pitney Bowes, Inc., Worldwide Software Support; Troy, NY
  • Wolters Kluwer Health Medical Research; Norwood, MA
  • Wolters Kluwer Health / UpToDate; Waltham, MA

Two-time recipients:

  • CA Technologies; Islandia, NY
  • ERT; Philadelphia, PA
  • Mouser Electronics, Inc.; Mansfield, TX
  • Oracle Corporation, Redwood Shores, CA
  • Pitney Bowes North American Mailing; Stamford, CT
  • Yaskawa America, Inc.; Waukegan, IL

First-time recipients:

  • Avaya; Basking Ridge, NJ
  • Avaya Global IT; Basking Ridge, NJ
  • Horiba Medical, Irvine, CA
  • Moore Medical; Farmington, CT
  • Nutanix; San Jose, CA
  • Pershing; LLC, a BNY Mellon Company; Jersey City, NJ

CEMPRO 2013 Recipients:

Two-time recipient:

  • Alfa Wassermann, LLC; West Caldwell, NJ

First-time recipient:

  • Accuray Incorporated, Sunnyvale, CA

Note to Editors: City and state denotes either company headquarters or principal location where CEM strategy work was conducted.

About Omega
Since 1984, the Omega Management Group Corp. has been a recognized expert in developing and implementing customer and employee experience management strategy (CEM) programs that drive product and service revenue and profits. Services include customer and employee surveys, employee incentive programs, benchmark research and analysis, key account retention strategies, win-back strategies, consulting and marketing of customer satisfaction results to stakeholders and the marketplace.

For more information on how to qualify for the NorthFace ScoreBoard Award or to attend SCORE Conference 2014, visit www.omegascoreboard.com or call (800) 711-5196 and ask for Laura.

All trademarks, service marks and company names are the property of their respective owners.

Add to Digg Bookmark with del.icio.us Add to Newsvine

Media Contact:
Bill Bradley
Tel.: 978-715-2587
Email Contact

More Stories By Marketwired .

Copyright © 2009 Marketwired. All rights reserved. All the news releases provided by Marketwired are copyrighted. Any forms of copying other than an individual user's personal reference without express written permission is prohibited. Further distribution of these materials is strictly forbidden, including but not limited to, posting, emailing, faxing, archiving in a public database, redistributing via a computer network or in a printed form.

@ThingsExpo Stories
SYS-CON Events announced today that Auditwerx will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Auditwerx specializes in SOC 1, SOC 2, and SOC 3 attestation services throughout the U.S. and Canada. As a division of Carr, Riggs & Ingram (CRI), one of the top 20 largest CPA firms nationally, you can expect the resources, skills, and experience of a much larger firm combined with the accessibility and attent...
SYS-CON Events announced today that Interoute, owner-operator of one of Europe's largest networks and a global cloud services platform, has been named “Bronze Sponsor” of SYS-CON's 20th Cloud Expo, which will take place on June 6-8, 2017 at the Javits Center in New York, New York. Interoute is the owner-operator of one of Europe's largest networks and a global cloud services platform which encompasses 12 data centers, 14 virtual data centers and 31 colocation centers, with connections to 195 add...
SYS-CON Events announced today that Cloudistics, an on-premises cloud computing company, has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Cloudistics delivers a complete public cloud experience with composable on-premises infrastructures to medium and large enterprises. Its software-defined technology natively converges network, storage, compute, virtualization, and management into a ...
In his session at @ThingsExpo, Eric Lachapelle, CEO of the Professional Evaluation and Certification Board (PECB), will provide an overview of various initiatives to certifiy the security of connected devices and future trends in ensuring public trust of IoT. Eric Lachapelle is the Chief Executive Officer of the Professional Evaluation and Certification Board (PECB), an international certification body. His role is to help companies and individuals to achieve professional, accredited and worldw...
In his General Session at 16th Cloud Expo, David Shacochis, host of The Hybrid IT Files podcast and Vice President at CenturyLink, investigated three key trends of the “gigabit economy" though the story of a Fortune 500 communications company in transformation. Narrating how multi-modal hybrid IT, service automation, and agile delivery all intersect, he will cover the role of storytelling and empathy in achieving strategic alignment between the enterprise and its information technology.
Microservices are a very exciting architectural approach that many organizations are looking to as a way to accelerate innovation. Microservices promise to allow teams to move away from monolithic "ball of mud" systems, but the reality is that, in the vast majority of organizations, different projects and technologies will continue to be developed at different speeds. How to handle the dependencies between these disparate systems with different iteration cycles? Consider the "canoncial problem" ...
The Internet of Things is clearly many things: data collection and analytics, wearables, Smart Grids and Smart Cities, the Industrial Internet, and more. Cool platforms like Arduino, Raspberry Pi, Intel's Galileo and Edison, and a diverse world of sensors are making the IoT a great toy box for developers in all these areas. In this Power Panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, panelists discussed what things are the most important, which will have the most profound e...
Keeping pace with advancements in software delivery processes and tooling is taxing even for the most proficient organizations. Point tools, platforms, open source and the increasing adoption of private and public cloud services requires strong engineering rigor - all in the face of developer demands to use the tools of choice. As Agile has settled in as a mainstream practice, now DevOps has emerged as the next wave to improve software delivery speed and output. To make DevOps work, organization...
My team embarked on building a data lake for our sales and marketing data to better understand customer journeys. This required building a hybrid data pipeline to connect our cloud CRM with the new Hadoop Data Lake. One challenge is that IT was not in a position to provide support until we proved value and marketing did not have the experience, so we embarked on the journey ourselves within the product marketing team for our line of business within Progress. In his session at @BigDataExpo, Sum...
Web Real-Time Communication APIs have quickly revolutionized what browsers are capable of. In addition to video and audio streams, we can now bi-directionally send arbitrary data over WebRTC's PeerConnection Data Channels. With the advent of Progressive Web Apps and new hardware APIs such as WebBluetooh and WebUSB, we can finally enable users to stitch together the Internet of Things directly from their browsers while communicating privately and securely in a decentralized way.
DevOps is often described as a combination of technology and culture. Without both, DevOps isn't complete. However, applying the culture to outdated technology is a recipe for disaster; as response times grow and connections between teams are delayed by technology, the culture will die. A Nutanix Enterprise Cloud has many benefits that provide the needed base for a true DevOps paradigm.
What sort of WebRTC based applications can we expect to see over the next year and beyond? One way to predict development trends is to see what sorts of applications startups are building. In his session at @ThingsExpo, Arin Sime, founder of WebRTC.ventures, will discuss the current and likely future trends in WebRTC application development based on real requests for custom applications from real customers, as well as other public sources of information,
In his General Session at 17th Cloud Expo, Bruce Swann, Senior Product Marketing Manager for Adobe Campaign, explored the key ingredients of cross-channel marketing in a digital world. Learn how the Adobe Marketing Cloud can help marketers embrace opportunities for personalized, relevant and real-time customer engagement across offline (direct mail, point of sale, call center) and digital (email, website, SMS, mobile apps, social networks, connected objects).
With the introduction of IoT and Smart Living in every aspect of our lives, one question has become relevant: What are the security implications? To answer this, first we have to look and explore the security models of the technologies that IoT is founded upon. In his session at @ThingsExpo, Nevi Kaja, a Research Engineer at Ford Motor Company, will discuss some of the security challenges of the IoT infrastructure and relate how these aspects impact Smart Living. The material will be delivered i...
"My role is working with customers, helping them go through this digital transformation. I spend a lot of time talking to banks, big industries, manufacturers working through how they are integrating and transforming their IT platforms and moving them forward," explained William Morrish, General Manager Product Sales at Interoute, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
SYS-CON Events announced today that Ocean9will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Ocean9 provides cloud services for Backup, Disaster Recovery (DRaaS) and instant Innovation, and redefines enterprise infrastructure with its cloud native subscription offerings for mission critical SAP workloads.
Your homes and cars can be automated and self-serviced. Why can't your storage? From simply asking questions to analyze and troubleshoot your infrastructure, to provisioning storage with snapshots, recovery and replication, your wildest sci-fi dream has come true. In his session at @DevOpsSummit at 20th Cloud Expo, Dan Florea, Director of Product Management at Tintri, will provide a ChatOps demo where you can talk to your storage and manage it from anywhere, through Slack and similar services ...
SYS-CON Events announced today that Linux Academy, the foremost online Linux and cloud training platform and community, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Linux Academy was founded on the belief that providing high-quality, in-depth training should be available at an affordable price. Industry leaders in quality training, provided services, and student certification passes, its goal is to c...
"delaPlex is a software development company. We do team-based outsourcing development," explained Mark Rivers, COO and Co-founder of delaPlex Software, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
SYS-CON Events announced today that SoftLayer, an IBM Company, has been named “Gold Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York, New York. SoftLayer, an IBM Company, provides cloud infrastructure as a service from a growing number of data centers and network points of presence around the world. SoftLayer’s customers range from Web startups to global enterprises.