The Northridge Group
Customer Experience
Learn why we are the only business consulting group to choose when creating better Contact Centers.
Many may think good Customer Experience comes from quick and efficient transactions, but truly impactful CX happens at multiple points in the customer’s journey – from the first Internet search to the website, the click of a submit button, to the satisfied sign off on a phone call. We help companies identify and ensure that every critical step in the journey is the best experience for the customer.
This is what success looks like.
Our Approach
Paving a Positive Journey Toward Excellent Customer Experience
Creating an amazing customer experience is really focused on one thing: the needs and wants of the customer. Northridge looks at the customer journey all the way from the customer acquisition phase through to the loyalty phase and beyond.
The key is to understand the journey in both qualitative terms through focus groups, mystery shopping and customer journey mapping, as well as quantitative terms through Customer Satisfaction (CSAT), Net Promotor Score (NPS), and Voice of the Customer (VOC) measures.
We take pride in our immersive approach that allows us to fully understand all the facets that affect the delivery of the customer experience. If you’re looking for increased sales, higher retention & lifetime value, greater customer loyalty and more customer referrals, contact us today.
Companies That Trust Northridge
Click here to read client case studies where Northridge was able to identify problems and create strategies that allowed them to initiate change for optimium success.
The Northridge Four
Our four key focus areas to bring about change and drive success
Employee Experience
Through assessment of your current training, coaching and knowledge management processes, we can identify areas of improvement and build actionable plans to build a positive employee experience, empowering them, creating a dynamic culture of success.
Customer Experience
Customer Experience (CX) encompasses every touchpoint and interaction a customer has with a business. When it’s negative, it acts as a bellwether to the rest the rest of the company, signaling that something is broken. We work to identify the broken and build actionable strategies for repair.
Digital Experience
We work to help organizations fully utilize their current tools while acquiring and implementing new ones, like Artificial Intelligence, needed for optimum effectiveness, creating the best holistically digital experience for both internal users and customers.
Operational Excellence
To reach excellence in your operations means everything works in unison – a pull to a push, like an engine. We look at the total operation, breaking it into pieces and assessing each one, building a strategy toward maximum efficiencies, greater ROI, and higher revenue.
Talk With Our Northridge Experts
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More Northridge Resources
At Northridge, we are invested in the success of every customer. That’s why we are constantly seeking data and tools to best serve you, your organization, and your customers.
