Stay Ahead of the Competition with Customer Journey Mapping

Consider your experiences as a consumer. Have you ever been so aggravated by a company that you’re ready to switch to their competition because they are just too difficult to work with? Most (if not all) of us are likely to answer “yes”.

As consumers with busy schedules and a lot to accomplish on any given day, we gravitate towards options that provide the fastest and most painless way to obtain the services we need – whether it’s making a purchase from an online retailer, or establishing new telecom or cable services, or getting questions answered about healthcare insurance coverage. In every case, we’re looking for a business whose customer service model is simple, effortless, fast and accurate. And what typically aggravates us the most is when a business gives us scripted answers, hard-to-navigate websites and apps, or answers that vary depending on the service channel that we use on any given day.

Read More +

Big Data Boom: How to Capture and Leverage Insights

If your organization is like most, you might be overwhelmed by the volume of information available at your fingertips. To make it worse, the pace of this information continues to increase; data (lots of it) is being produced more rapidly than ever before.  How can you capture this data and use it to help you and your organization make informed decisions, and ideally to predict future behavior and events?

Read More +

If You are Confused by Corporate Telecom Billing, You are Not Alone

Telecom invoices are very confusing for many consumers. Everyone appreciates the convenience and features that smartphones offer, but understanding charges incurred for voice, data and messaging is another matter. Family plans offer cost savings, but they can also make phone bills more cumbersome and confusing.

Read More +

Mystery Shopping in the Digital Age

It is every customer experience business leader’s worst nightmare; a customer service representative engaged poorly with a customer, who then recorded the encounter and made it public. In today’s digital landscape, going viral can literally boost or doom your business in a matter of hours.  How can companies proactively mitigate their risk to these viral situations in an omni-channel world where customers can reach out via chat, email, phone, or even social media?  The answer lies in a quality monitoring tool called Mystery Shopping.

Read More +

Social Customer Service: 3 Strategies from a Marketer

Achieving a clear line of sight into customer needs and preferences gives companies the ability to make proactive, informed business decisions. Customers want to engage with organizations when and how they prefer and those channel preferences are rapidly evolving. To address these needs, customer experience leaders continue to develop social media as one of those key channels in a successful customer engagement and service strategy. Customers want service on social networks and are reaching out on these channels instead of picking up the phone or using other more traditional methods. In some cases, social media has either evolved into a fully-leveraged customer service engagement channel, or remains in the early stages of adoption by firms. It can also exhibit high levels of ‘activity’ with little cross-channel integration.

Read More +

Corporate Culture is More Critical Than Ever in the Digital Age

All companies have their own unique corporate cultures. The values and attitudes that are pervasive among a company’s employees, guiding how they respond, make decisions, and ultimately deal with change, develop and evolve over time. In small and mid-sized companies, the culture often stems from a key leader or leaders who set the pace. Whether they realize it or not, the key leaders’ actions, modes of operation, and core values are observed and often repeated by others throughout the organization. In large, complex organizations, the culture is often defined by many factors including years of policies, employee recognition of what behaviors are rewarded and what behaviors are not, and employee perception of what it takes to be successful. Though intangible, corporate culture is a significant factor in all company business decisions and outcomes.

Read More +

Everyone in the Workplace has a Role in Your Customers’ Experience

Customer experience is top of mind in every organization.  Keys to a successful enterprise are centered around realizing the lifetime value of a customer and designing work processes that create customer “delight”, resulting in their likelihood to recommend you to others.

According to our recent customer service experience report, 80% of consumers say they will switch to a different company because of bad customer service, and only half say they would consider returning – the stakes are high!

Read More +

How Managers and Leaders Can Work Together

In my career, I have fulfilled a variety of management and leadership roles. At MCI, I led multiple groups across the organization, and I felt each role taught me something new about how to be a great manager to my team and a strong leader in the business.

It’s a common misconception that a leader is automatically a manager or vice versa. At a high level, leaders are the brave innovators, making the big – and sometimes bold – decisions behind the scenes, and managers are the faithful allies, rallying the troops on the ground.

Read More +

More Valuable than Oil, Data Reigns in Today’s Data Economy

Oil has reigned for centuries as one of society’s most valuable resources. Throughout history, those who have controlled oil, have controlled the economy. However, in today’s “data economy,” it can be argued that data, due to the insight and knowledge that can be extracted from it, is potentially more valuable. Like oil, raw data’s value comes from its potential to be refined into an essential commodity.

Read More +

Workforce Development: Closing the Skills Gap Starts Locally

As a business owner and the mother of two young adults entering the workforce, I believe our future as a productive and thriving economy cannot wait.  Our opportunities for sustainable economic growth rely on the attention we give to tomorrow’s workforce – today.

skills gap

Read More +

Keep Me Posted

Receive the latest insights from our leaders in your inbox.

Let's discuss how Northridge can drive change and deliver results for your organization.