Our Customer Experience Strategic Roadmap Delivers High-Impact Results
Northridge helps clients develop an actionable set of initiatives that, when implemented cross-functionally, transforms their business in a way that reflects shifting consumer needs and digital trends. A detailed roadmap and business scorecard further enable organizations to prioritize high-impact changes and manage implementation most effectively to deliver quantifiable results.
Successful Transformation Requires Proven Fundamentals
Using a set of guiding principles, we help our clients assess their readiness for change and then navigate the transformation to deliver a truly differentiated customer experience.
Our Guiding Principles:
- Include steps for implementation, duration, assessment, metrics and reinforcement.
- Build a cohesive team of skilled and motivated change agents who take ownership to lead and communicate the new vision throughout the organization.
- Communicate thoughtfully, clearly and consistently to empower your internal stakeholders to take ownership and lead.
- Stay on course yet prepare for contingencies.
- Own a unified vision for change, championed by executive leadership.
Roadmap for Businesses to Achieve Best in Class Customer Experience
The Northridge “Build to Differentiate” pyramid illustrates how getting the basics right and making it easy every time creates the building blocks for differentiated service experience.
Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways.
Recognize and reward me for my loyalty
Proactively offer solutions that I need
Find ways to save me money
Make it easy
Make it easy to find what I need online
Use language that I understand
Be available when I need you
Accurately and quickly address my issue
Be courteous and respectful
Have accurate information
Don’t waste my time
Hard Work and Partnership
“I can’t thank you enough for all your hard work and partnership. I truly enjoyed working with all of you and any opportunity I have to work with you again would be more than welcome. I am eager to roll out the recommendations and I will take the baton from here to execute the roadmap you have provided. I believe that once these actions are taken, many in the company will be asking me about NRG. I would not hesitate to recommend you in the future.”
Senior Manager, Contract & Customer Service, Large Medical Device Manufacturer
Northridge’s Customer Experience Consulting Solutions
We understand how important an exceptional, end-to-end customer experience is to your business. With our suite of 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 VoC insights to drive business growth and efficiencies.