Delighted Customers and a Healthy Bottom Line – What’s the Secret?

Today’s rapid growth of purchasing options leaves companies scrambling for their fair share of time in the spotlight. From both direct competitors to new alternatives, customers are increasingly being bombarded with a rapidly growing list of options, diverting their attention away from a company’s brand. In response, nearly every enterprise is ramping up their efforts to enhance engagement with their target customers during brief moments of time when they have successfully grabbed their attention.

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The Secret to Excellent Customer Service: Call Calibration

A reputation for great customer service is built on many areas of business. In-store employees must be friendly, the website must be easily navigable, omni-channel customer service must be consistent across channels, and call center agents must be knowledgeable. One of the key strategies to providing a consistent customer experience in the call center is regular call calibrations, in which the call center agents and supervisors meet with the quality monitoring vendor to rate and discuss customer service calls.

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Why Quality Monitoring is Valuable to Your Business

Customer Experience, Quality Monitoring

Leadership must set the tone and define the metrics for customer experience success in the organization. The implementation of programs such as Quality Monitoring will help an organization maintain consistent and objective listening and analysis of customer interactions. Other incentive-based programs can help encourage each person in the organization to prioritize and improve experiences for unsatisfied customers. Information can be relayed across departments to help shift directional focus based on what is and isn’t working from the customers’ point of view.

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Seasons Greetings from The Northridge Group

We wish you a vibrant holiday season and a new year filled with joy, peace and prosperity!


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Hamilton: A Lesson in Leadership and Legacies

The popularity of Lin-Manuel Miranda’s record-breaking musical, Hamilton: An American Musical, has not only electrified theater stages in New York and Chicago, but has reinvigorated an interest in American history and Alexander Hamilton, himself.

I had the good fortune of attending a recent Chicago performance of Hamilton and I couldn’t help but take note of the many valuable lessons I came away with after hearing and seeing Alexander Hamilton’s story and that of our Founding Fathers’ brought to life. What was clear to me is that no matter your political point of view or background, you have the ability to change history – now – and leave behind a legacy for future generations to build upon.

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Overcoming Your Fear of Big Data

We’ve all heard the wisdom that “data is nothing unless it can be turned into information”.  The amount of data available to us is growing exponentially – from more sources than ever before and at greater speed than ever imagined.  Yet it takes more than business intelligence software or a team of data scientists to solve the data puzzle.  So, the question remains, now that there is “big data” how do we turn it into “big information”?

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Happy Thanksgiving!

Happy Thanksgiving

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Honoring All Who Have Served

The Northridge Group honors, remembers and extends thanks to all veterans for their commitment, courage and strength in dedicating their lives to protecting this country. Thank you for your service!

Veterans Day Poster

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Gratitude Starts with a Great Customer Experience

With the arrival of November, my thoughts turn to gratitude.

As the eldest in a family of ten children and the daughter of two hard working and very disciplined Irish immigrant parents, I was introduced to the importance of thank you at a very young age. It did not take long to learn that things generally worked out better for me when I used those two words. Over time, however, I came to understand that it was more than the words that helped produce positive outcomes in my life. It was gratitude.

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The Critical Hires that Shape Your Brand

The customer experience landscape is shifting. Self-service options such as apps and websites are making it easier for customers to resolve basic account inquiries and issues on their own. Instead, customers are contacting brands with more complex issues and frustration levels are often high. With recording devices that can capture unsatisfactory phone calls and the possibility of an agent interaction going “viral” on social media, the need for highly trained agents who can handle any situation while appropriately representing your brand is becoming more and more important.

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