The old saying that “The customer is always right” has been ingrained in all of us since we were young. Although the customer may not always be right, the fact remains that pleasing customers needs to be at the top of every company’s priority list—if they want to be successful, that is. We live in an omnichannel world where bad reviews from a customer can easily spread around the world via a variety of channels. To avoid unhappy customers and, consequently, ruined reputations, companies need to make the customer journey as positive as possible.
Since 2000, Omega Management Group has been awarding companies that go above and beyond for their customers with the NorthFace ScoreBoard Award. The award is given annually to companies that, as rated solely by their own customers, exceeded expectations in customer satisfaction during the prior calendar year. If anyone knows customer service, it’s Omega, which is an expert in customer experience management (CEM) strategy. Omega’s mission is to help companies boost revenue and profits by consistently exceeding customer expectations for service quality. That’s why being singled out with this award by the company is such an honor.
“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 2016, more than 290 projects, many international in scope, were judged from scores of 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.”
The latest recipient of the NorthFace ScoreBoard Award is Avaya, which provides a complete portfolio of software and services for contact center and unified communications with integrated, secure networking— offered on premises, in the cloud, or a hybrid. Omega uses a five-point scale to measure customer satisfaction and loyalty levels four times during the year in categories such as technical support, field service, customer service and account management. In order to receive the award, Avaya would have had to receive a 4.0 or higher in each category.
Avaya has clearly become a pro in the customer service space, given that it’s won the award four years in a row now. Mike Runda, senior vice president of Avaya Client Services, reflected on the company’s success by saying, “Providing a quality customer experience is our top priority…Earning the NorthFace ScoreBoard award four years in a row confirms that enabling proactive, multi-touch support capabilities, combined with state-of-the-art diagnostics, give us high marks from our customers. We're grateful for our customers’ all-time high satisfaction scores, and we are committed to making ongoing improvements to continue to deliver excellent customer support.”
Edited by Stefania Viscusi