Omega, Service Strategies Partner to Drive World-Class Customer Experiences

 

Customers and partners of Service Strategies can qualify to receive Omega’s NorthFace ScoreBoard Award^SM for customer service excellence Customers and partners of Omega can receive Service Strategies’ Health Check services for measuring service performance

BOSTON; SAN DIEGO; April 2, 2015 – The customers and partners of Omega Management Group Corp., specialists in implementing Customer Experience Management (CEM) strategies; and Service Strategies Corp., a leading provider of service improvement programs, now have the opportunity to receive key audit services that will significantly enhance their customer experiences.  This strategic partnership combines two leading consulting firms that are pioneers in the customer service industry and specialize in helping service organizations deliver world-class service performance.

Service Strategies’ customers and partners who meet the criteria for measuring customer satisfaction and loyalty will be eligible to receive Omega’s prestigious NorthFace ScoreBoard (NFSB) Award, which has been presented annually since 2000 to top-performing service organizations.  Recipients have included companies such as Oracle, CA Technologies, Kronos, Sony, Boston Scientific, Pitney Bowes, Hewlett-Packard, Avaya, and many others.  The award program has become the service industry’s recognized benchmark because it is the first and only award for customer service excellence voted exclusively by a company’s own customers.  Omega’s proprietary NFSB methodology measures customer satisfaction and loyalty levels on a 5-point scale (or equivalent) throughout the year in such categories as technical support, field service, customer service, professional services, self-service, and account management.  Companies that consistently achieve the equivalent of a 4.0 rating or above lock in profitable, long-term customer relationships, which enhances competitive differentiation.  Those organizations that utilize NPS rating are also eligible to win the NFSB Award.

Under this partnership, Service Strategies is making available to Omega’s customers and partners, their Service Operations Health Check program. The program provides a snapshot review of an organization’s performance with recommendations for areas of improvement.  The world’s leading service providers, including industry leaders such as Advent Software Inc., Epicor Software Corp., Fresenius-Kabi USA, FUJIFILM Medical Systems, Fuji Xerox Asia Pacific, McKesson Corp. and many others have certified their operations against Service Strategies’ Service Capability & Performance (SCP) Standards. The Health Check program provides a snapshot view of how companies compare against these standards.

“Today’s service executives face three key objectives: the need to develop strategic goals, improve operational efficiencies and drive world class levels of performance,” said John Hamilton, president of Service Strategies Corporation.  “Omega’s CEMDNA Playbook Strategy supports and drives these three objectives.  Omega’s NFSB Audit services provide an unbiased review of a company’s CEM strategy, which is a critical component to achieving their key objectives.”

“The NorthFace ScoreBoard Award recognizes organizations that make continuously exceeding customer expectations part of their company’s DNA,” said John Maraganis, president & CEO of Omega.  “Service Strategies shares this vision, and their Health Check services are an integral component of any world-class CEM strategy.”

About Omega Management Group Corp.
Since 1984, OMEGA  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 engagement with incentive programs, benchmark research and analysis, key account retention strategies, win-back lost customer strategies, consulting and marketing of customer satisfaction results to stakeholders and the marketplace.  For more information about Omega, visit www.omegascoreboard.com or email bbradley@omegascoreboard.com.

About Service Strategies Corporation
Service Strategies advances service excellence by helping companies deliver the highest quality service and support to their clients. The world’s leading service providers have adopted Service Strategies’ Service Capability & Performance (SCP) Standards as their roadmap to service excellence and benchmark measure of success. In addition, thousands of service professionals around the world have enhanced their skills through participation in the company’s training and certification courses, while its strategic advisory and consulting services are helping service organizations optimize business operations and achieve substantial performance gains. For more information about Service Strategies, visit www.servicestrategies.com or email info@servicestrategies.com.

###