Welcome!

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.

Latest Stories
Kubernetes is a new and revolutionary open-sourced system for managing containers across multiple hosts in a cluster. Ansible is a simple IT automation tool for just about any requirement for reproducible environments. In his session at @DevOpsSummit at 18th Cloud Expo, Patrick Galbraith, a principal engineer at HPE, discussed how to build a fully functional Kubernetes cluster on a number of virtual machines or bare-metal hosts. Also included will be a brief demonstration of running a Galera M...
SYS-CON Events announced today that Tintri Inc., a leading producer of VM-aware storage (VAS) for virtualization and cloud environments, will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Tintri VM-aware storage is the simplest for virtualized applications and cloud. Organizations including GE, Toyota, United Healthcare, NASA and 6 of the Fortune 15 have said “No to LUNs.” With Tintri they mana...
IoT offers a value of almost $4 trillion to the manufacturing industry through platforms that can improve margins, optimize operations & drive high performance work teams. By using IoT technologies as a foundation, manufacturing customers are integrating worker safety with manufacturing systems, driving deep collaboration and utilizing analytics to exponentially increased per-unit margins. However, as Benoit Lheureux, the VP for Research at Gartner points out, “IoT project implementers often ...
The Jevons Paradox suggests that when technological advances increase efficiency of a resource, it results in an overall increase in consumption. Writing on the increased use of coal as a result of technological improvements, 19th-century economist William Stanley Jevons found that these improvements led to the development of new ways to utilize coal. In his session at 19th Cloud Expo, Mark Thiele, Chief Strategy Officer for Apcera, will compare the Jevons Paradox to modern-day enterprise IT, e...
SYS-CON Events announced today the Enterprise IoT Bootcamp, being held November 1-2, 2016, in conjunction with 19th Cloud Expo | @ThingsExpo at the Santa Clara Convention Center in Santa Clara, CA. Combined with real-world scenarios and use cases, the Enterprise IoT Bootcamp is not just based on presentations but with hands-on demos and detailed walkthroughs. We will introduce you to a variety of real world use cases prototyped using Arduino, Raspberry Pi, BeagleBone, Spark, and Intel Edison. Y...
Complete Internet of Things (IoT) embedded device security is not just about the device but involves the entire product’s identity, data and control integrity, and services traversing the cloud. A device can no longer be looked at as an island; it is a part of a system. In fact, given the cross-domain interactions enabled by IoT it could be a part of many systems. Also, depending on where the device is deployed, for example, in the office building versus a factory floor or oil field, security ha...
Is your aging software platform suffering from technical debt while the market changes and demands new solutions at a faster clip? It’s a bold move, but you might consider walking away from your core platform and starting fresh. ReadyTalk did exactly that. In his General Session at 19th Cloud Expo, Michael Chambliss, Head of Engineering at ReadyTalk, will discuss why and how ReadyTalk diverted from healthy revenue and over a decade of audio conferencing product development to start an innovati...
Fifty billion connected devices and still no winning protocols standards. HTTP, WebSockets, MQTT, and CoAP seem to be leading in the IoT protocol race at the moment but many more protocols are getting introduced on a regular basis. Each protocol has its pros and cons depending on the nature of the communications. Does there really need to be only one protocol to rule them all? Of course not. In his session at @ThingsExpo, Chris Matthieu, co-founder and CTO of Octoblu, walk you through how Oct...
SYS-CON Events announced today that Bsquare has been named “Silver Sponsor” of SYS-CON's @ThingsExpo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. For more than two decades, Bsquare has helped its customers extract business value from a broad array of physical assets by making them intelligent, connecting them, and using the data they generate to optimize business processes.
Whether they’re located in a public, private, or hybrid cloud environment, cloud technologies are constantly evolving. While the innovation is exciting, the end mission of delivering business value and rapidly producing incremental product features is paramount. In his session at @DevOpsSummit at 19th Cloud Expo, Kiran Chitturi, CTO Architect at Sungard AS, will discuss DevOps culture, its evolution of frameworks and technologies, and how it is achieving maturity. He will also cover various st...
Identity is in everything and customers are looking to their providers to ensure the security of their identities, transactions and data. With the increased reliance on cloud-based services, service providers must build security and trust into their offerings, adding value to customers and improving the user experience. Making identity, security and privacy easy for customers provides a unique advantage over the competition.
There are several IoTs: the Industrial Internet, Consumer Wearables, Wearables and Healthcare, Supply Chains, and the movement toward Smart Grids, Cities, Regions, and Nations. There are competing communications standards every step of the way, a bewildering array of sensors and devices, and an entire world of competing data analytics platforms. To some this appears to be chaos. In this power panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, Bradley Holt, Developer Advocate a...
SYS-CON Events announced today that Niagara Networks will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Niagara Networks offers the highest port-density systems, and the most complete Next-Generation Network Visibility systems including Network Packet Brokers, Bypass Switches, and Network TAPs.
SYS-CON Events announced today that Secure Channels will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. The bedrock of Secure Channels Technology is a uniquely modified and enhanced process based on superencipherment. Superencipherment is the process of encrypting an already encrypted message one or more times, either using the same or a different algorithm.
If you’re responsible for an application that depends on the data or functionality of various IoT endpoints – either sensors or devices – your brand reputation depends on the security, reliability, and compliance of its many integrated parts. If your application fails to deliver the expected business results, your customers and partners won't care if that failure stems from the code you developed or from a component that you integrated. What can you do to ensure that the endpoints work as expect...