Customer Centricity Announces
Winners in Contest
Contest Winners Share Innovative Ideas on
Motivating and Rewarding Customer Service Employees
Hudson, New Hampshire, January 6, 2004: Customer
Centricity, Inc. announced the winners of its contest on rewarding
and motivating employees it launched in December. A panel of
Customer Centricity associates compiled the submissions and
selected the best ideas.
"The number of submissions and quality of the programs that
companies have instituted was really astounding," said Customer
Centricity founder and president Craig Bailey. "It was quite
difficult to select the very best, as all the submissions
demonstrated innovated thinking and extreme dedication to team
building. From our view, all the companies that made
submissions are winners because they are taking action and
providing ways including employees in decisions and showing them
how they impact the performance of the company. Bottom line,
they get results."
The top submissions were selected for the breadth and
uniqueness of their approaches. These submissions were
- Robyn Grabble, Director of Solution Center at ADP National
- Pat Killebrew, Senior Director of Enterprise Information
Technology at Digex Corporation
The company approaches used by these companies demonstrated
that a combination of financial incentives, active/involved
management, and a little bit of fun can be all it takes to improve
employee morale and performance.
"As an incentive to provide World Class service, we have a
quarterly compensation plan that focuses on both quantitative and
qualitative metrics," wrote Ms. Grable. "In addition, we
facilitate business fun campaigns that promote focus on the
metrics, client satisfaction, call handling skills (target skills
that increase customer satisfaction), and team building."
The submissions also showed that offering ways of feeling
involved and learning from examples can also be good motivators
for customer service employees.
"Incenting and rewarding customer service is about setting an
example for your team," added Ms. Killebrew. "This is
'catching them at being good,' reinforcing the right behaviors at
every turn, and keeping the dialogue open."
The full submissions for the winners can be viewed on the
Customer Centricity web site at
About Customer Centricity, Inc.
Customer Centricity, Inc., is a business consulting firm that
works with companies to align their resources to exceed customer
expectations in the most efficient and effective manner possible.
We leverage our real-world experience to help our clients
continuously improve their service delivery and management
Improve customer satisfaction and retention
Increase operational efficiencies
Improve employee satisfaction
Customer Centricity optimizes the interaction between people,
process and technology in several ways:
Comprehensive assessment methodology to identify the actions
that will yield our clients the greatest return
Skills Training to enable customer-facing personnel to
deliver exceptional levels of customer service
Design and Implementation of business processes to serve the
customer and manage corporate resources in efficient, effective
and consistent manners
Identification of the appropriate business processes to
automate, enabling companies to get the most from their
investments in technology
Customer Centricity’s approach is to work closely with our
clients to help them understand what they are doing right, and
their opportunities for improvement. We provide pragmatic
recommendations that provide immediate benefits, and we drive
continuous improvement programs to help our clients realize
significant return on investment in a very short period of time
(measured in weeks, not months or years). To learn more about
Customer Centricity, call 603/491-7948 or visit our web-site,
Note: “CRM Rx” and “Customer Service Rx” are service marks of
Customer Centricity, Inc.