BILLERICA,
Mass.; May 26, 2010
– The Omega Management Group Corp. (OMEGA), specialists in driving
companies’ revenues and profits by implementing Customer Experience Management
(CEM) strategies that increase customer satisfaction and employee engagement;
and its strategic partner, the Customer Relationship Management Institute
(CRMI), announced today a new CEM Playbook Strategy Audit Program that combines
their Certified CEM Professional Program, CEMPROSM, and eligibility
guidelines for Omega’s esteemed NorthFace ScoreBoard AwardSM.
Together, these programs help
organizations achieve best-in-class levels of excellence in customer
service/support and employee engagement while receiving recognition for this
accomplishment.
A first-of-its kind training program, CEMPRO
certification demonstrates mastery of best practices and uniform standards of
excellence that apply to implementing and managing customer satisfaction/loyalty
and employee engagement. CEMPRO
certification is specialized to meet the needs of two distinct groups:
Corporate/Consultant Advocates and Customer-Facing Representatives.
Corporate advocates are individuals responsible for implementing customer
satisfaction programs as well as independent consultants who specialize in CEM
strategies. The second group, Customer-Facing Representatives, may comprise
customer service, technical support, professional services, field service and
depot repair representatives. They
receive specialized soft-skills training in customer relationships.
Omega’s
NorthFace ScoreBoard Award (NFSB) Certification Program allows
any organization that meets the demanding NorthFace ScoreBoard Award criteria
for measuring customer satisfaction and loyalty to earn this annual award, which
recognizes excellence in customer service. As the first and only
award for customer service excellence voted exclusively by a company’s own
customers,
the NFSB program has become the only objective benchmark for service excellence
since its inception in 2000.
“By combining
CEMPRO and NFSB Award eligibility under our new CEM Playbook Strategy Audit
Program, we are allowing organizations to strengthen their financial performance
and competitive advantage by demonstrating the highest possible commitment to
customer service excellence,” said John Maraganis, president & CEO of Omega.
“CEMPRO certification establishes a company’s compliance with CEM best
practices, while earning the NorthFace ScoreBoard Award is proof that a
company’s own customers recognize this excellence in service and support.”
CEMPRO Structure
The CEMPRO curriculum for Advocates
(corporate executives/independent consultants) consists of an intensive one-day,
hands-on workshop that includes the proprietary Omega/CRMI 12-step CEM Playbook
Strategy. The Customer-facing Representative curriculum consists of four
web-based modules: building exceptional customer relationships, dealing with
difficult customers, problem solving skills, and time management.
In both groups, participants must meet demanding criteria to receive
CEMPRO certification, which must be renewed for each calendar year.
Companies who wish to participate in the
Customer-Facing Representative curriculum must enroll all of their
customer-facing representatives.
Certification is conferred only if 90% of the participants successfully meet 80%
of the exam score. Organizations
that meet these criteria are licensed for that calendar year to use the CEMPRO
logo and tagline in all electronic and print media, such as websites, business
cards and service contracts.
Advocates qualify by achieving an 80% score on their exam, and independent
consultants may serve as instructors in Omega/CRMI CEM Strategy Boot Camp
workshops.
“Consistently
exceeding customer expectations for service and support is proven to increase
the corporate bottom line and strengthen competitive differentiation,” Maraganis
said. “To be successful, this commitment
to customer service excellence requires the enthusiastic support of top
management, but also must be implemented throughout the organization,
particularly to the ‘front lines’ of customer engagement, which include the
contact center, technical support, help desk, field service and professional
services.”
“CEMPRO is the only certification program
that takes this comprehensive view of the corporate mandate for customer
experience management,” said Bill Moore, director of CEMPRO certification at
CRMI. “It appeals to the large and
growing number of independent customer loyalty consultants and corporate
advocates, who constantly seek career development and enhancement opportunities.
CEMPRO certification gives them a valuable competitive advantage within
their professions.”
NorthFace ScoreBoard Audit
Guidelines
Omega’s proprietary NFSB methodology
measures customer satisfaction and loyalty levels on a 5-point scale, or
equivalent, a minimum of four times during the year in categories like technical
support, field service, professional services, depot repair and customer
service. Organizations that already
have a customer satisfaction measurement program in place may be eligible to
receive the NorthFace ScoreBoard Award by authorizing Omega to audit their
survey processes and results in accordance with the NFSB criteria.
Organizations who do not have such a program in place may engage Omega to
implement a CEM program that will meet NFSB criteria and, in that way, become
eligible to receive the prestigious award if their survey results qualify.
“The NorthFace
ScoreBoard Award recognizes organizations who not only offer exemplary customer
service, but who also center their existence on a deep commitment to
consistently exceeding customer expectations,” Maraganis said.
“Our research indicates that companies that consistently achieve a 4.0
rating or above are succeeding in locking in profitable, long-term customer
relationships, and this significantly raises the bar on their competitors.”
About Omega,
CRMI and the CEM Consortium
Since 1984, the Omega
Management Group Corp.
(www.omegascoreboard.com)
has been a recognized expert in developing and implementing customer
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, competitive analysis,
consulting, key account retention strategies, win-back strategies and marketing
of customer satisfaction results to stakeholders and the marketplace.
Since 1999,
CRMI (www.crmirewards.com) has been a
recognized expert in providing employee training, recognition programs and
empowerment services that create a culture which raises the service awareness,
commitment, competence and operational practices of all employees. CRMI provides
a wide range of educational workshops designed to help organizations create a
workplace where employees are motivated and skilled, customer are valued and
relationships are maximized.
Omega
Management Group Corp, CRMI and the Anthony & Alexander Group, LLC (www.anthonyandalexander.com)
have formed a consortium for best practices in developing a worldwide CEM
Playbook Strategy. This consortium has its roots as pioneers in the Customer
Experience Management (CEM) and Customer Relationship Management (CRM)
marketplace. In the 1970s, the consortium principals helped transform service
operations from cost centers to profit centers.
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