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Throughout the years of raising my children, my wife and I have come to realize what truly motivates them.  All 3 of my kids, though different in their passions, hobbies, activities and personalities, share the same thread of an intrinsic motivator.  That thread is praise and recognition.  In my household, my children are not rewarded for good grades or pretty artwork, but rather are rewarded for the work effort.  We are more proud of the commitment, consistency, and discipline associated with what it takes to get the 100 on that spelling test.

We at CRM know that the power of commitment, consistency, and discipline associated with being customer-centric.   As such, we felt it was so important to take that same approach with our own customers.  Top-line organizations that have made a proven commitment and are disciplined to customer-centricity and consistently delivered elite performance throughout the year need to be recognized.  And with that, last year the Elite Customer Experience Awards were born.  In January of 2010, the award winners were finalized and on February 15, 2010, these award winners were announced to the world.

About the Awards

This program is unlike any other.  The winning organizations were measured on outstanding customer satisfaction performance over the entire year!  For 365 days!  Awards were given in several categories including:  Utility Provider of the Year; Product Support Provider of the Year; Agent of the Year; Team of the Year; Outsourced Center of the Year; In-house Contact Center of the Year and the Elite Customer Experience Award.  These organizations excel at transforming customer experience analytics into action.  More than 230,000 real-time post-call customer satisfaction surveys were analyzed by a CRM expert on the research and client services team.  Some of the award winners’ highlights include:  16.7% reduction in repeat call volume; 5% reduction in customer attrition; reduced costs to acquire new customers; increased lifetime customer value and employee engagement.

The Buzz Around the Boom

Naturally, award winning companies were thrilled with the news that they had won such a prestigious honor.  We had expected this.  We expected they would be proud and happy to then praise their teams.  What we did not expect is the whirlwind of celebrations that would soon follow.  A few of our customers have thrown Awards Parties by way of a luncheon or a happy hour.  Announcements soared through the C-Suite in some organizations and some customers received praise directly from their CEOs.  One CFO sent an email to the entire organization (including the Board of Directors) singing praises of the call center’s performance, he stated, “… now can say that we are DEMONSTRABLY best!!”

Our very own CEO, Dr. Jodie Monger comments, “It is with great pleasure that I congratulate these organizations for their exemplary performance and excellence in customer care.  The frontline in leadership and management teams has engineered the service experience to be profitable for the organization, by highlighting the customer experience.  Each has leveraged the customer intelligence from their customers to earn these awards. CRM is proud to play its part in enabling the customers to speak.”

We Tip Our Hats to…

….the 2010 award winners and honorable mentions:

  • Elite Customer Experience Award – Otter Tail Power Company; Honorable Mention – Portland General Electric
  • Utility Provider of the Year – Otter Tail Power Company; Honorable Mention – Portland General Electric
  • Product Support Provider of the Year – HP Home and Home Office Store; Honorable Mention – Black & Decker
  • Agent of the Year – Joyce Sanders, Cincinnati Children’s Hospital; Honorable Mention – Tracey Forbin, Cincinnati Children’s Hospital
  • Team of the Year – Mindy McDulin Team, Cincinnati Children’s Hospital; Honorable Mention – Damian Reiter Team, Otter Tail Power Company
  • Outsourced Contact Center of the Year – Michelin North America
  • In-house Contact Center of the Year – Michelin North America; Honorable Mention – Otter Tail Power Company

A look into 2011 and beyond…

With the announcement of the award winners to our entire customer base during the February Customer Insights to Action Meeting (CRM’s User Group), the competitive nature amongst the organizations began to stir up.  During monthly  meetings with our customers, we are finding a common thread:  all are striving to be an award winner in 2011.  We can only assume that our customers now have yet another reason to strive for customer-centricity….and that is, you guessed it, recognition and praise for their efforts.

~ Jim Rembach, Chief Spokesman

For more information: Elite Customer Experience Awards

About Jim Rembach

Jim Rembach is a panel expert with the Customer Experience Professionals Association (CXPA) and an SVP for Customer Relationship Metrics (CRM). Jim spent many years in contact center operations and leverages this to help others. He is a certified Emotional Intelligence (EQ) practitioner and frequently quoted industry expert. Call Jim at 336-288-8226 if you need help with customer-centric enhancements.

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