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Northridge Perspectives
Our industry experts and thought leaders have extensive experience in the industries we serve, including telecom and media, healthcare, enterprise technology, financial services, energy, transportation and government.
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Solve Problems with Customer Service Coaching and Training
People at the top of their field are those that continue to learn and grow every day. Business conditions, market environments and customer expectations are ever evolving, so there is always room for improvement. As businesses strive to achieve best-in-class service,...
How to Balance it All
How to Balance it All (Part 2) Mother + Entrepreneur + Wife + CEO + Daughter + Board Member + Sister + Philanthropist + Friend. There are so many pieces that make up the person I am today. We all have these distinct, yet overlapping roles we play in our lives. Like a...
Are Companies as Loyal as Their Customers?
What is better than a new customer? A lifetime customer. Loyal customers don’t just give you business one time; they come back and often times encourage others to consider your brand as well. Happy customers are among the most influential sources for prospective...
Do Customers Expect Poor Service?
Do customers expect poor service? Sixty-one percent of customers have to interact with a company on more than one channel to get their issue resolved; one-fifth have to contact them on three or more channels. Yet, in The Northridge Group’s study The State of Customer...
How Does Your Social Media Customer Service Stack Up? Five Questions to Ask
Social media is impacting all of our lives and businesses are no exception. There are many reasons for businesses to plug into online social networks – the most important of which is that it’s where customers are and where they want businesses to be. Many businesses...
Ask For the Career You Want
From my vantage point, men and women are making great strides in higher education achievement and employment opportunities, but there is still an imbalance between men and women in the workforce that only grows more apparent as we advance in our careers. Just look at...
Why Quality Monitoring Isn’t One-Size-Fits-All
No business can exist without customers and a business cannot ensure long-term success without focused attention to their customer’s experience. Typically, in-store or in-person customer experience is given large focus, but customers often leverage the contact center...
Innovation and the Digital Consumer
Every business leader knows that it is important to differentiate in order to drive customer interest, loyalty and, of course, to stay ahead of your competition. Innovation is a critical part of that line of thinking, particularly in today’s fast-moving,...
How to Approach a Cost Transformation
As I discussed in my previous blog, financial success requires continuous evaluation of all the business levers that impact financial performance – including the way costs are managed. Cost Transformation is a substantive topic to explore, so I’ve developed a more...
5 Principles of Business Redesign and Cost Transformation
There are many competitive forces that can usher in the need for a business process redesign such as new market entrants, new rules and regulations, new products, and customer sophistication. Today, the need for reengineering is growing more critical with faster...
Speak for Yourself: 4 Leadership Skills for Women (and Men)
In a sense, I have led two careers in my life. For nearly twenty years I climbed the corporate ladder in a Fortune 500 company, working in virtually every department at some capacity, taking both lateral moves and promotions in order to gain the most extensive...
A CFO’s View on Cost Transformation
To be successful, organizations must be able to skillfully balance the financial structure of their business and do so with continuous attention to the many levers that impact performance. As Northridge CSO, Marriann Cole states in her recent blog, “Success relies on...
The 7 Greatest Leadership Lessons I’ve Learned
Leadership Lessons I've Learned Everyone can help you learn something. Managers and leaders are different. Leadership is hard. Self-awareness is essential. Get feedback from your network. Communicate. Be present. As CEO and founder of The Northridge Group, I am both...
Cost Transformation – a Journey, Not a Destination
Change is constant and happening at lightning speed for every business. New competitors challenge traditional marketplace dynamics. Increasing customer expectations drive more stringent performance goals. New technology affects the way work is done and business is...
4 Ways to Leverage a Business Insights Program
In my last blog, I described how a business insights program can help organizations gather meaningful insights by combining traditional quality monitoring (QM) with expanded guidelines and cross-functional analytics. By analyzing through a broader lens, businesses can...
Rules for Growth and Innovation
As an entrepreneur for over fifteen years, ideas for growth and innovation have been a constant companion. I started this company, The Northridge Group, with another telecom industry veteran who saw both an opportunity and a need for change in the market, just as I...
Social Customer Service: The Right Way
Does the phrase “there’s a time and a place for everything,” sound familiar to you? Most commonly, this is used when someone expresses themselves in the wrong way in a particular setting. This phrase also applies to social customer service because when it comes to...
Evolving Your Business Intelligence
We’ve all been there: staring at a spreadsheet and trying to determine if it is the correct one to use, questioning if everyone should have access to that level of detail, or wondering if those colleagues who live on their mobile devices will even be able to use this...
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