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eHarmony wins 2008 Gartner & 1to1 Customer Awards

1to1 Gartner Impact Awards logo“Gartner, the leader in information technology research and 1to1 Media, the authority in customer strategy, have come together to create an award program that recognizes companies that are doing an exceptional job at both. This joint awards program will highlight companies that are successfully bringing together strategy, technology and execution to deliver a customer experience that creates value for the customer and the enterprise.”

Gartner and 1to1 Media presented eHarmony today the Silver Award on the Service Optimization category, second to Overstock.com. See the rest of the winners.

1to1 Media also interviewed Scott Ackerman, VP for Customer Care of eHarmony, on how crucial sharing information is to keep employees engaged. Ackerman said,

On a quarterly basis we bring in success couples to come in an talk. We also share the results of customer satisfaction surveys with our staff, so they see how positive what they do is and the influence they have on customers. --Scott Ackerman, Vice President of Customer Care, eHarmony

Listen to the rest of the interview

(I just hope they show their staff the positive survey results and the negative survey results as well….)

Okay, everyone in Customer Care deserves a raise. And so does Ross L. from Customer Relations.

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Comments 4

  1. tWilliz wrote:

    I’m curious about something. Did you notice that in the very beginning of the video it states it is sponsored by RightNow? There is also an ad beneath the video that states the same.

    eHarmony uses RightNow for client retention and customer service strategy. Although I heard some of their own management aren’t even aware of this relationship, anyone can simply search on eHarmony executives and find a couple videos of Scott Ackerman himself discussing it.

    http://www.youtube.com/watch?v=O-cYOHalLDY

    http://www.youtube.com/watch?v=4gIbFqy9FOk

    So, I’m curious. Just how is RightNow associated with this award and 1to1media? I see RightNow advertising all over 1to1media and then sponsoring the above featured award video, which includes RightNow’s clients, such as eHarmony and Overstock.com. Nikon is a winner, also a RightNow client.

    http://www.rightnow.com/customers.php

    tW

    Posted 08 Sep 2008 at 3:29 pm
  2. Jeff Scurlock wrote:

    TW,

    You raise some good questions about this award and the relationship between RightNow, eHarmony and 1to1 Media.

    RightNow’s primary business is providing on-demand CRM software that allows our clients to better serve their customers. One of the ways that we do this is by providing a self-service application. eHarmony uses RightNow’s web self-service tool to deflect simple questions from the contact center. This helps eHarmony’s customers in two ways. The fist is they can access information quickly, on-line, 24/7. The second is if they need to escalate their question to a live agent, that agent can more easily focus on their question since the easy-to-answer questions are being handled on-line.

    RightNow’s experience providing these types of solutions results in a lot of expertise in the area of customer service and satisfaction. We share this knowledge with our customers because it helps them use our products more effectively which helps them make their customers happier.

    For years, 1to1 Media has been a proponent of making business better though improved customer interactions. Since we share the same philosophy, it makes sense for us to work with 1to1 Media. They help us reach businesses that are interested in what we do.

    eHarmony shares this philosophy as well and so when they won this award, it demonstrated that being customer centric pays dividends and that’s something we are all celebrating.

    Jeff Scurlock
    RightNow Technologies

    Posted 19 Sep 2008 at 9:52 am
  3. Ron wrote:

    Jeff, I believe you missed answering (1) Did RightNow sponsor the award or not? and (2) Did RightNow submit nominees or get involved in picking nominees? I think that’s what tW wants to know.

    Posted 20 Sep 2008 at 11:26 am
  4. Ginger Conlon wrote:

    tWilliz,

    Thanks for your question. Let me clarify how our awards program works:

    1to1 Media and Gartner partnered to produce the Gartner & 1to1 Customer Awards. No vendor, RightNow Technologies or otherwise, is a sponsor of the awards program. Gartner and 1to1 Media promote an open call for entries to our subscribers and customers. Nominations are submitted by end-user companies, as well as PR agencies and vendors on behalf of their customers. We have a large group of independent judges (21 people) that include Gartner analysts, past winners, and other industry experts—none of whom work for a vendor organization. The judges are divided among the categories, so only see the companies in their category.

    RightNow Technologies had four companies as winners across two categories. The reason is simple: Its customers are getting great results from their customer strategies; the evidence of that was clearly presented in their detailed nomination forms (we required in-depth data on strategy and results for entry into the awards); and the judged independent of each other (judges don’t know who else is judging their category) voted in those companies.

    I hope this clarifies things. I’m happy to discuss it further here or via email: ginger.conlon@1to1.com

    Ginger Conlon
    Editor, 1to1 Media

    Posted 23 Sep 2008 at 10:36 am

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