Contact Us


CX 2023 Report Booklet

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!

CX 2023 Report Booklet
Retail Industry digital

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.

Retail Industry Online Shopping

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

Retail Success Story

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. 

Read the Success Story

Northridge Perspectives

Hidden Savings Opportunities for Healthcare Contact Centers

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

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

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

Customer Experience Consulting

Training Programs & Coaching Solutions

IVR Redesign & Optimization​

Quality Monitoring

Workforce Management & Audit Benchmarking​

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.​

Let’s start a conversation

Get unique business management insights delivered straight to your inbox.
Get notifications for new podcast episodes, industry updates and tips on how to stay ahead of the curve.