Omni-Channel Customer and Business Insights
At Northridge, we provide comprehensive insights to drive consistently positive customer interactions, enhancing customers’ affinity with your brand.
Today’s sophisticated consumer requires a savvier approach to customer data analytics.
Traditional customer satisfaction survey methods and metrics often lack the depth capable of delivering the kind of insights that drive meaningful improvements in brand loyalty and business performance.
Our Customer Experience solutions play an important role in enhancing digital customer interactions.
By leveraging an outside-in perspective, our team of proven experts enables your organization to amplify and clarify information derived from a single channel or across all digital channels, including: calls, email, chat, mobile/text, and social media.
Single-Channel Customer Insights – A deep dive into a single digital channel, capturing a broad range of insights from a single customer touch point perspective including: reason for contact, first contact resolution, root cause analysis, resolution cycle time, staffing effectiveness and efficiency.
Omni-Channel Customer Insights – Strategic, prioritized insights across multiple digital channels to highlight comprehensive needs and areas of improvement.
End-to-End Digital Customer Experience Management
The Northridge Group enables your organization to take customer insights to the next level by converting data-driven analyses into actionable business strategies.
Whether you need to generate calibrated digital customer experience improvements via single-channel insights or omni-channel insights, Northridge has the knowledge and expertise to optimize the flow and visibility of information at the center of your digital customer experience management program.
A Results-Oriented Approach
As part of our Omni-Channel Customer & Business Insights solution, we incorporate the following components:
Customer Journey Mapping & Strategic Roadmaps
Prioritize specific actions and initiatives to accelerate the achievement of the desired state of digital customer experience
Workflow Management Processes
Enable efficient customer-centric servicing
Tools and Technology Assessments
Drive seamless, customer-centric business processes
Metrics and Dashboards
Leverage data across all channels to provide full transparency on the digital customer experience and drive cross-functional collaboration
Customer data insights drive digital customer experience improvements.
By achieving a clear line of sight to customer needs and preferences, leading businesses and enterprises gain the ability to make informed business decisions and proactively adapt the customer experience to the shifting demands of the marketplace.
Our Proven Methodology
Our process is designed to help your business maximize the value of every customer interaction and leverage diverse customer touch points for comprehensive, cross-functional insights and process improvements:
- Conduct a Journey Map
- Assess integrated VoC data from multiple sources and digital channels
- Perform contact monitoring and social media listening
- Conduct qualitative and quantitative data analysis
- Identify and roadmap opportunities for improving upstream processes and business operations across the organization
Northridge’s Customer Experience Consulting Solutions
With our Customer Experience solutions, we’ll help you target strategic opportunities to better serve your customers’ needs, increase customer loyalty, identify gaps in your product offerings, improve cross-channel consistency, reduce costs and gather key Voice of the Customer insights to drive business growth and efficiencies.