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 provided by:

• Robyn Grabble, Director of Solution Center at ADP National Account Services
• 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 www.customercentricity.biz.

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 capabilities to:

• Increase profitability

• 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, www.customercentricity.biz

Note: “CRM Rx” and “Customer Service Rx” are service marks of Customer Centricity, Inc.