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
Understanding the Voice of the Customer
The customer journey spans a variety of channels. Understanding how customers engage with your brand and measuring their experience is critical to your organization’s success. A decisive approach in data collection, curation, analysis, and utility aligns with success in promoting a positive Customer Experience.
Our Approach
Customer Experience Analytics
The Northridge Group will collaborate with your organization to provide a holistic view of the Customer Experience. We help navigate vast amounts of data, combining business acumen and technical skills to understand what is relevant and where there is value. Real-time, dynamic feedback – direct and indirect – from your customers is empowering. It drives adaptive solutions, informs your decisions, and promotes stronger brand loyalty.
Northridge Insights
The Ultimate CX Scorecard: Using Metrics to Drive Revenue Growth
All companies say they care about Customer Experience but saying it, doing it, and seeing results are very different. After years of consulting with many leading brands, The Northridge Group has observed one consistent trait among industry leaders: those who are the best at managing their top-line growth tend to have well-designed CX metrics and have embraced the scorecard as a key component to measuring and managing performance. With a well-established CX program, companies will have real-time visibility to customers’ moments of truth, and they will be able to spot trends, react swiftly, and gain strategic advantage.
Northridge Perspectives
The Transformational Power of Quality Monitoring
How a robust QM program can remake the CX. This article was originally published on Contact Center Pipeline and can be viewed here. As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and...
How Contact Center Quality Monitoring Benefits the Healthcare Industry
The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. As such, they are often on the receiving end of...
The Problem of Too Much Data: How to Take Action in the Face of Data Overload
Data is everywhere. In today’s age it is now possible to collect charts and graphs and metrics for almost everything we do. But what happens when a complex institution is pulling data from multiple, unrelated sources and needs to get clear, simple direction from that...
Additional Quality Monitoring 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.
