Retail Industry

The Northridge Group – A Leading Management Consulting Firm

Retail

Helping Retailers Overcome Complex CX Challenges

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.

Retail

YOur challenges are our focus

The Northridge Group’s retail clients include clothing manufacturers, mass merchandisers, retail department store chains, home services providers, utility companies, and more. They often come to us with the following challenges:

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

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

Build Quality Monitoring Programs

that sustain excellent customer experience, build customer loyalty, and improve employee retention

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.

Meet Our Clients

They Believe In Us

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experience + excellence

The NRG Digital Assessment

Would a full assessment of your current technology platforms help you to gain a better understanding of what’s working, what isn’t …and what’s available that will work for your operation?

We provide businesses with the tools they need to make informed decisions. Once our assessment is complete, our team of experts will work with you to build a custom solution that fits your needs. Our use of state-of-the-art technology guarantees you’ll be able to access your data whenever and wherever you need it.