JUST RELEASED!
The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone!
Our Approach
Helping Retailers Overcome Complex CX Challenges in the Contact Center
Increased customer demand for online shopping, the closing of many legendary brick-and-mortar stores, ongoing labor shortages, and a seemingly endless number of supply chain issues have all sparked dramatic shifts in the retail landscape in recent years. As a result, retailers are facing a litany of challenges and must become more agile, innovative, and efficient to survive.
Our Approach
Common Retail Challenges Include:
- Increasing sales conversion
- Consumers opting for multichannel buying experiences
- Dramatic increases in customers’ shopping experience expectations
- Aligning customer service processes with changing customer bases and customer demands
- Gaining and retaining customers
- Employee hiring and retention
- Providing suitable training to shorten the time to proficiency for new employees
- Navigating the offshore vendor selection process
The Northridge Group’s retail clients include clothing manufacturers, mass merchandisers, retail department store chains, home services providers, utility companies, and more.
We help our retail clients optimize their performance and increase efficiencies so they can differentiate their brands, retain and gain customers, and increase sales by delivering exceptional in-person and online customer service and competitive pricing.
Our Solutions
Making Every Customer Count
Our solutions focus on helping clients:
Design Best-In-Class Contact Center Operations
that support retail Key Performance Indicators (KPIs), including efficiency, customer retention, sustained sales, and customer loyalty
Build Quality Monitoring Programs
that sustain excellent customer experience, build customer loyalty, and improve employee retention
Customize and Implement
world-class Frontline Excellence coaching, training, and development programs
Utilize Voice of the Customer (VoC)
data from social media, mystery shopping, journey mapping, etc. to define the ideal omnichannel customer experience
Build Targeted Workforce Management (WFM)
forecasting and planning models that ensure customer service frameworks provide internal efficiency and consistent customer support
Drive Better Call Routing
to improve sales and First Contact Resolution (FCR) with IVR improvements
Northridge Success
Contact Center Assessment Helps a Leading Global Digital Marketplace Improve ROI with Enhancements to Employee Retention, Technology, Operational Efficiency, and CX
A leading global digital marketplace that specializes in connecting vehicle buyers and sellers engaged Northridge to conduct a full assessment of their Contact Centers due to Contact Center Maturity issues. When implemented, Northridge recommendations are expected to result in upgraded technology, better leadership, and better training.
Northridge Perspectives
Hidden Savings Opportunities for Healthcare Contact Centers
Contact centers represent an essential arm of the healthcare industry. When patients have questions or concerns regarding their billing and other logistical issues, they need to be able to seek the answers they need without tying up the resources of their physician’s...
Leverage Healthcare Technology to Enhance Patient Retention
If healthcare managers and small-to-medium-sized business (SMB) healthcare practitioners can agree on anything, it’s that acquiring new patients is both costly and challenging. Conversely, retaining existing patients is far more achievable and economically viable,...
Improve Medicare Star Rating Numbers by Teaching Kindness
Recent adjustments to the Medicare star rating system have had a negative impact on countless insurers, hospitals, and care providers. Entities that provide Medicare Advantage Plans have been hit particularly hard, as the adjustments may have dropped their star...
Additional Retail Management Services
Let’s Talk About Your Organization
With experience across nearly every industry, non-profit and governmental agency, we have the team to help you grow.
