SOURCE: Omega Management Group Corp.

Omega Management Group Corp.

March 15, 2011 09:20 ET

Omega Honors 22 Companies for Delivering 'World-Class' Customer Service

Recipients of Omega's 2010 NorthFace ScoreBoard Award(SM) Consistently Exceeded Customer Expectations

BILLERICA, MA--(Marketwire - March 15, 2011) - The 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 22 companies have qualified to receive its NorthFace ScoreBoard Award(SM). Now in its eleventh (11th) year, the award is presented annually to companies who, as rated by their own customers, achieved excellence in customer satisfaction during the prior calendar year. The 2010 program includes the first recipients, Hewlett Packard and Kronos, to qualify under Omega's new NorthFace ScoreBoard Award Audit Program, which recognizes third-party or internal survey results certified using Omega's CEMDNA Playbook Strategy process.

"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 2010, more than 250 projects, many international in scope, were judged from 37 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 four times during the year in such categories as technical support, field service, customer service and account management. The 22 NorthFace ScoreBoard Award 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.

"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. "Our research indicates that companies that consistently achieve a 4.0 rating or above, which we call the 'Loyalty Zone,' are succeeding in locking in profitable, long-term customer relationships, and this significantly raises the bar on their competitors."

Omega will formally present the award to recipients during ceremonies on April 28 at its SCORE Conference 2011, being held at the Boston's Seaport World Trade Center from April 27-29. Keynote speaker for the NorthFace ScoreBoard Award dinner is Anne Struthers, executive director of the Massachusetts Office of Business Development. This conference is the only event in its industry that explores best practices in developing a CEM strategy in concert within an organization's many customer-facing operations. Hundreds of service, support, sales, marketing and human resources executives from the country's leading firms attend the conference each year.

And The Recipients Are:

Eleven-time recipients:

  • Haemonetics Corporation; Braintree, MA
  • JEOL USA, Inc.; Peabody, MA
  • Kronos Incorporated; Chelmsford, MA

Ten-time recipients:

  • Abbott Medical Optics, Inc.; Santa Ana, CA
  • Progress Software Corporation; Bedford, MA
  • ZOLL Medical Corporation; Chelmsford, MA

Nine-time recipients:

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

Eight-time recipients:

  • Boston Scientific Corporation; Natick, MA
  • Carl Zeiss Meditec, Inc.; Dublin, CA
  • FLIR Systems, Inc.; North Billerica, MA
  • McKesson Corporation - Revenue Management Solutions; Alpharetta, GA

Seven-time recipients

  • None

Six-time recipients:

  • KVH Industries, Inc.; Middletown, RI

Five-time recipients:

  • None

Four-time recipients:

  • Netezza, an IBM Company; Marlborough, MA

Three-time recipients:

  • DMS Health Technologies; Fargo, ND
  • RelayHealth; Alpharetta, GA

Two-time recipients:

  • ACIST Medical Systems, Inc.; Eden Prairie, MN
  • L-1 Identity Solutions, Biometrics Division; Bloomington, MN
  • Pegasystems Inc.; Cambridge, MA

First-time recipients:

  • Hewlett-Packard Enterprise Services, LLC -Global Service Desk; Kuala Lumpur, Malaysia
  • Stratus Technologies, Inc.; Maynard, MA

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 lead to increased product and service revenue and profits. Services include customer and employee surveys, employee incentive programs, benchmark research and analysis, consulting, key account retention strategies, win-back strategies 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 2011, visit www.omegascoreboard.com or call (800) 711-5196 and ask for Denise.

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