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 Customer Experience Consulting

Customer Experience Solutions to Improve the User Journey at Every Touchpoint 

 Attract New Customers and Create Long-Term Value and Loyalty

In an era of unparalleled choice and endless communication options, customer loyalty can’t be taken for granted. It has to be earned, day by day, interaction by interaction, and within every channel.

At The Northridge Group, we’ll help you create a customer experience that is exemplary, seamless and effortless while enhancing omni-channel processes to better manage your customer’s end-to-end journey.

Our Customer Experience Solutions

Whether standalone or integrated, our tailored solutions will drive significant improvements in organizational and performance effectiveness, as well as customer growth, loyalty, and retention.

Customer Experience Assessment

What’s missing in your customer experience? By leveraging third-party data, internal performance metrics, customer touch point sampling, and process reviews, we create a true “outside-in” analysis of your customer experience.

Customer Journey Mapping

We highlight every touch point and Moment of Truth, through traditional and digital channels, to help you understand how customers interact with your brand. Let’s look at your customer experience from their perspective.

 
Omni-Channel Customer and Business Insights

Today’s sophisticated consumer requires a sophisticated approach to customer data analytics. We’ll help you amplify and clarify customer and business insights derived from a single channel or across all channels including calls, email, chat, and social media.

Data Integration for Business and Process Redesign

We integrate and analyze multiple data sources to drive insights from Voice of the Customer programs, as well as operational and performance data to identify upstream process opportunities.

Social Customer Service

Whether you’re building a social media customer service program or enhancing your existing channel offering, we’ll help you align the customer experience across all social media channels, as well as your brand.

Customer Experience Strategic Planning

Trends change. Technologies change. But the need for a comprehensive plan to consistently provide a customer-centric approach across your business never does. We’ll orient your organization for future customer experience success.

Through our industry research and operational experience, we help you align business priorities with customer needs.

2018 State of Customer Service Experience Report

%

Of businesses say reducing wait times should be an investment priority.

%

Of customers say reducing wait times should be an investment priority.

Our Team Is Built To Improve Your Customer Experience

At The Northridge Group, we bring decades of experience and a truly collaborative effort to every one of our client projects.

Learn About The Northridge Group

Our Customer Experience Consulting Methodology

Our methodology is designed to help you maximize the value of every customer interaction and leverage diverse touch points for comprehensive, cross-functional insights and process improvements. We help you…

Define processes from your customer’s view point
Identify cross-functional enablers required to fulfill business and customer objectives
Design multi-channel processes, systems and operational support to meet the vision
Enable visibility and accountability through metrics and scorecards
Deliver results as a prioritized part of your culture

Talk To Us About Your Organization

With experience across nearly every industry, non-profit, and governmental agency, we have the team to help you achieve your goals.

Let’s start a conversation