Webtrends Honored for Delivering ‘World-Class’ Client Service
Receives Omega’s prestigious NorthFace ScoreBoard AwardSM for exceeding client expectations for the third consecutive year
03/19/2013 | Portland, OR
Webtrends, the global leader in digital intelligence, today announced it has received the NorthFace ScoreBoard AwardSM from Omega Management Group Corp. in recognition of achieving excellence in client service and support in 2012. Since 2000, the award has been presented annually to companies who, as rated solely by their own clients, exceeded expectations in client satisfaction during the prior calendar year. Omega is an expert in customer experience management (CEM) strategy, and helps companies boost revenue and profits by consistently exceeding client expectations for service quality.
Honored in the categories of technical support and training & education, Webtrends has been identified as an industry leader in client service for the third consecutive year. Investing extensively in client support, Webtrends offers unparalleled access to assistance including premium support plans, around-the-clock support on all products and technical support via Twitter at @WebtrendsQandA. Webtrends’ commitment to client service is also evident in the company’s thorough education and training programs, which offer clients access to courses both online and in-classroom settings, webinars, whitepapers, case studies and more.
“Webtrends is a company focused whole-heartedly on the client experience and we strive each and every day to earn our clients’ trust by listening, engaging and taking action to solve their most complex challenges,” said John Harrison, VP of client experience, Webtrends. “This award is validation that our client-centric approach to business works. Our clients move fast and we have to be even faster, providing access to as-it-happens digital intelligence that enables them to take critical action on what is trending across all their digital properties at any given moment.”
“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 2012, more than 250 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.”
Omega’s methodology measures customer satisfaction and loyalty levels on a 5-point scale (or equivalent) four times during the year in such categories as technical support, field service, customer service and account management. NorthFace ScoreBoard Award recipients are companies who, based solely on survey responses from their own customers, achieved a 4.0 or above out of a possible 5.0.
“Due to its unique ‘customer-only vote’ criteria, the NorthFace ScoreBoard Award has been viewed from its inception as the only objective benchmark for excellence in customer service,” Maraganis said. “Our research indicates that companies that consistently achieve a 4.0 rating or above, which we call the ‘Loyalty Zone,’ are succeeding in locking in profitable, long-term customer relationships, and this significantly raises the bar on their competitors.”
About Webtrends, Inc.
Webtrends offers a portfolio of digital solutions that help brands understand consumer behaviors and enable them to act on those insights in the very moment they need to act. Utilizing advanced big data analytics, Webtrends solutions provide a consistent customer experience across all digital channels on any device the customer uses, helping brands remain connected and relevant to their customers, increase productivity and maximize yield on investments.
Webtrends transforms digital experiences for approximately 2,000 global brands including Microsoft, KLM Royal Dutch Airlines, Kimberly-Clark, HSBC, Marks & Spencer, npower, BMW, Toyota, The Telegraph, Lastminute.com and many more.