Omega Management Group's John Maraganis says that those companies winning awards are going about customer service in such a way that builds strong customer loyalty.
Posted Feb 9, 2004
The Omega Management Group, a provider of customer satisfaction, retention, and loyalty management programs, has announced the winners of the 2003 NorthFace Scoreboard Awards, which honor excellence in customer service. This year 37 companies were honored, a record number.
"The only one voting for these companies is their customers, so the award really shows how the companies look in the eyes of their customers," says Omega President and CEO John Maraganis. Voters ranked companies on a scale of from 1 to 5, a 1 being the lowest score. Companies who consistently held an average of 4 or above received the award.
Maraganis says that those companies winning awards are going about customer service in such a way that builds strong customer loyalty. "Customers of these companies will not run on price alone," Maraganis says. "Before making a buying decision customers will stick around and listen to what these companies have to offer."
According to Maraganis, Omega has noticed one trend in particular while organizing the awards: Companies with winning customer service strategies always have top-down support for the initiative. He adds that one great strategy to ensure good service is linking employee rewards to customer service levels: "These companies are really putting their money where their mouth is when it comes to great customer service."
The 2003 winners are:
For fourth consecutive year:
CYTC (Boxborough, MA)
Haemonetics (Braintree, MA)
JEOL USA (Peabody, MA)
Kronos (Chelmsford, MA)
VISX (Santa Clara, CA)
For third consecutive year:
3M Touch (Methuen, MA)
Bayer Diagnostics (Tarrytown, NY)
Data Direct Technologies (Morrisville, NC)
Datex-Ohmeda (Madison, WI)
Merant (Hillsboro, OR)
Micro Focus International (Wayne, PA)
Newmarket International (Portsmouth, NH)
For second consecutive year:
Alpha Wassermann (West Caldwell, NJ)
Analog Devices (Wilmington, MA)
Boston Coach (Everett, MA)
Checkpoint Systems (Thorofare, NJ)
CyberForce (Mountain View, CA)
Dionex Corporation (Sunnyvale, CA)
FAC Services (Richardson, TX)
Internosis (Arlington, VA)
Affymetrix, Inc. (Santa Clara, CA)
Akibia, Inc. (Westborough, MA)
Boston Scientific (Natick, MA)
Carl Zeiss, Inc. (Gottingen, Germany)
Christian Brothers Investment Services (New York, NY)
FLIR Systems, Inc. (Portland, OR)
Henkel Loctitie (Dusseldorf, Germany)
Huber + Suhner (Taufkirchen, Germany)
MRO Software (Bedford, MA)
NetScout Systems (Westford, MA)
Per-Se Technologies (Atlanta, GA)
PlanetGov (Chantilly, VA)
Symantec Corporation (Cupertino, CA)
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