365 Days of Delivering Customer Service Excellence Defines Awards for Elite Organizations


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STERLING, Va., Feb. 15 /PRNewswire/ — Customer Relationship Metrics, LC
(CRM) announces its Elite Customer Experience Award Winners for 2010. Award
winners have made a proven commitment to customer-centricity and
consistently delivered elite performance throughout the year.

The winning organizations were measured on outstanding customer service 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.

“It is with great pleasure that I congratulate these organizations for their
exemplary performance and excellence in customer care,” says Dr. Jodie
Monger, CEO of CRM. “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.”

The 2010 award winners and honorable mentions are:

* 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 of Cincinnati Children’s Hospital
* Team of the Year – Mindy McDulin Team, Cincinnati Children’s
Hospital; Honorable Mention – Otter Tail Power Company- Team Name: Damian
* Outsourced Center of the Year – Michelin North America; Honorable
Mention – Affiliated Computer Services (ACS) for the Commonwealth of
Virginia, Family Access Medical Insurance Security Plan (VA FAMIS)
* In-house Contact Center of the Year – Michelin North America;
Honorable Mention – Otter Tail Power Company

More than 230,000 real-time customer satisfaction evaluations (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.

CRM is a multiple award winning firm specializing in maximizing the customer
experience and improving the economics of internal and external
relationships for more than 15 years. The application of empirical methods
and the scientific analysis of customer perceptions have unlocked many
mysteries associated with delivering elite customer experiences for their
business partners.

For more information, visit www.elitecxawards.com

or contact Chief Spokesman, Jim Rembach, 336-288-8226.

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