A More Satisfying Customer Experience
Your customers are your organization’s first priority. But today’s consumers face a myriad of brand choices and digital channel options. And that means your customer experience needs to be superb, seamless and effortless—the kind of customer experience that consistently delights existing customers, attracts new customers, and increases their lifetime value to your business.
The Northridge Group specializes in helping our clients effectively create differentiated Customer Experience solutions and enhance their omni-channel processes to enable proactive management of the customer's journey. Leveraging a collaborative process, we partner with our clients to design, implement and optimize tailored customer experience solutions that link data, analytics, and process to deliver practical business outcomes.
“The Northridge Group is the most customer-oriented vendor I have ever encountered.”
U.S. Department of Treasury
Customer Experience Solutions for Today’s Consumers
Every customer interaction with your business forms an impression. Combined, these impressions collectively define your customers’ overall experience with your firm. Traditionally, companies have measured each individual touch point or siloed channel rather than measuring the entire experience that comprises the customer journey. However, businesses need to perform in a more complex environment with more and more channels available to the consumer. Northridge assists our clients by enabling the end-to-end measurement and management of consumers’ experience.
Channel diversity and increasing consumer expectations have made customer experience management more challenging than ever. Customers can interact with a company in-person, on the phone, email, chat, through the website, or on the ever-growing number of social media networks. At Northridge, we have a proven track record in providing Customer Experience consulting that is customized to the business demands and data insight requirements of large and mid-sized organizations in which customer experience is recognized as a key success factor and differentiator in the marketplace.
Northridge Customer Experience solutions include:
- Customer Experience Assessment: Independent, "outside-in" view and best practice gap analysis of your customer experience, leveraging 3rd party data, internal performance metrics, customer touch point sampling and process reviews.
- Customer Journey Mapping: Comprehensive analysis of your end-to-end customer experience that highlights and quantifies all customer touch points, Moments of Truth, pain points, and opportunities. Analysis includes traditional channels as well as an organization's ever-expanding digital presence.
- Voice of the Customer (VoC) Program Analysis: Assessment of the Voice of the Customer measurement processes across all channels with a specific focus on the effectiveness of your VoC program and business insights that can be used to drive increased customer centricity and cost improvement opportunities.
- Omni-channel Customer Insights: Assessment of all customer contact channels -- web, mobile, app, call, email, chat, virtual agent, and social customer service -- to determine the effectiveness of each and seamless integration across all channels for a consistent customer experience.
- Data Integration for Business and Process Redesign: Integration and analysis of multiple data sources to drive insights from VoC program, omni-channel customer insights, as well as operational and performance data to identify upstream business process redesign opportunities.
- Social Customer Service: Detailed assessment of current social customer service practices to drive strategies that align the customer experience across all social media channels and the larger brand.
- Strategic Roadmap for Future State: Actionable set of initiatives that, when implemented cross-functionally, can transform your business in the eyes of your customers across all major touch points to reflect shifting consumer needs and digital trends. A detailed roadmap and business scorecard enables your organization to prioritize high-impact changes and manage implementation most effectively to deliver high-impact results.
At Northridge, we interpret each interaction with the customer in mind. Our Customer Experience solutions mine deeper insights across all key channels to create consistent positive customer interactions that drive stronger brand affinity.