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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.
Learn about impactful changes to your industry and get tips you can start applying today.
Mother’s Day: Words of Wisdom
Call it maturity, perspective or simply age, but with each Mother’s Day that passes I appreciate my mom even more. With a unique vantage point as the eldest of ten children, I can assure you that managing our household was not for the faint of heart. Over the years...
3 Warning Signs It’s Time For A Process Transformation
In this highly competitive and volatile marketplace, business leaders are painfully aware of the negative outcomes which can occur when operations lapse into a business as usual routine. With the pace of change today, business leaders must constantly keep a pulse on...
How Virtualization Revolutionized the Digital Landscape
An often overlooked innovation that has changed the digital landscape for nearly everyone is virtualization. In this context, virtualization is the act of creating a virtual version of a physical object. There are many instances of virtualization, but the one that...
Successful Examples of Innovation
Successful Examples of Innovation: Part 2 of an Innovation Series In today's digital environment, the proliferation of new technology has become a necessity in order to meet the growing demand for easier, faster and better service. Just as customers have become more...
The Importance of Self-Reflection
Self-Reflection Warrants A Separate Meeting: 4 Questions From Our CEO To Start The Conversation Every morning before work, I meet with my toughest critic. There are no conference calls or emails, no peers or set agenda. It’s casual, but focused. It’s direct, and...
Insights on Digital Transformation
Northridge Leaders Share Insights on Digital Transformation: Part 1 of an Innovation Series Digital technology is rapidly changing the way customers and companies do business. Customers now prefer to be social and mobile. They want to interact with a company using a...
Customer Journey Mapping – A Walk in the Customer’s Shoes (Part 2)
In my previous post, I explained the importance of creating a Customer Journey Map (CJM) and outlined the first three phases of the process – research, evaluate, acquire.Let’s continue the journey together with you, the customer, buying shoes for a friend. Use: So...
Customer Journey Mapping – A Walk in the Customer’s Shoes (Part 1)
You might be asking yourself, “What is a Customer Journey Map?” A Customer Journey Map (CJM) is a powerful process that tracks a customer’s experience, from beginning to end. The results provide a company with valuable insight into their customers’ experiences and...
Key Strategies for Solving Your Business Issue
Every leader faces critical business challenges. And when those challenges surface, the pressure is on to find solutions – and fast! But the process of finding the right solution starts with the right approach. A savvy business leader, while acting with a sense of...
Your Customer Experience Isn’t Great – What Do You Do?
The importance of customer experience in today’s marketplace is well understood as a competitive differentiator, as well as a driver of brand and customer loyalty. Many companies also recognize that, when executed well, customer experience strategy drives business...
How to Manage Customer Complaints
Companies strive for best-in-class service because they understand the direct relationship that exists between improved customer service, loyalty scores, and greater profitability. Customer Experience is deeply embedded in both the culture and brand of best-in-class...
Planning for 2016: A Look Ahead
The conversations for 2016 planning are well underway, and it is an important time to step back and consider how the organization can be approached differently – from business profitability to growth and innovation. Look to the future from two vantage points: The...
Planning for 2016: 5 Tips to Smart Innovation
Innovation is part art and part science. In my mind, innovation can encompass the full spectrum from finding new processes to inventing completely fresh products or concepts. As 2016 approaches, planning is already well underway for most organizations, and leaders...
Planning for 2016: 4 Tips on Your Approach
In our economic climate, there are no shortcuts or “set-it-and-forget-it” approaches to business. Our world is constantly evolving and at the end of each year, organizations take time to prepare for and anticipate the needs and changes that the next year will bring....
The Importance of Customer Experience
The Importance of Customer Experience (Part 2) Excellent Customer Experience is critical to every organization. Customers are a business’ livelihood and no matter how great the product is or how competitive the pricing, customers will leave when they feel frustrated...
Importance of Customer Experience Management
Importance of Customer Experience Management (Part 1): Questions for the CEO, Operations & Marketing Excellent Customer Experience is critical to every organization. Customers are a business’ livelihood and no matter how great the product is or how competitive the...
Most Commonly Ignored Customer Experience Metrics
Customer experience management is becoming increasingly complex as customer expectations are accelerating. Customers look to interact with a brand on their terms and are becoming more vocal by expressing their opinions, confusion, and dissatisfaction across multiple...
7 Quick Tips for Technology Solutions
In the ever-evolving world of technology solutions, we’ve all reached the point in the cycle when we ask, “OK, what’s next?” Sooner or later, the technologies and services we depend on are no longer up to the tasks, scale or simplicity needed. Whatever the reason,...
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