Retail Industry
More than 25 years of experience in helping retailers find success

Retail
Helping Retailers Overcome Complex CX Challenges
There have been dramatic shifts in the retail landscape in recent years:
- Increased customer demand for online shopping
- The closing of many legendary brick-and-mortar stores
- Ongoing labor shortages
- Seemingly endless number of supply chain issues
- Changing customer service demands
These 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.
We know and understand your struggles firsthand. We work with large retailers across the nation, diving into their operations and contact centers to find the root of the issues and apply proven solutions for greater ROI, CX, EX and operational efficiencies.
Maybe that’s why 96% of our clients say they would refer us to colleagues.

Challenge
- A leading retail company had been going through significant growth and wanted a partner who could benchmark the company against best practices, find opportunities for improvement, and support and lead them through a transformation.
- Ultimately the goal was to improve the customer experience while maintaining operational costs.
Approach
- The Northridge team conducted a detailed contact center assessment and ultimately created a roadmap of actions that was designed to address key performance gaps discovered during the assessment.
- A key initiative was the new hire training redesign, which allowed the Northridge group to work with our client to create a blended learning training program.
- Northridge built a program that:
»Included facilitator led activities to encourage integration.
»Included call listening & role-playing activities very early in the process.
»Included knowledge checks and formal assessments to encourage high performers and allow for attrition of low performers.
»Included nesting best practices.
Business Impact
- Optimizes cost and resource utilization, prioritizes key learnings/consumer inquiries, and ensures comprehensive coverage of essential material. Agents get on the phones faster enabling greater flexibility to staff up when needed.
- Allows learners to immediately apply newly acquired knowledge & skill in real-world situations. This promotes active engagement and problem-solving, enhancing critical thinking abilities and adaptability. By providing ongoing opportunities for feedback and practice, the program supports skill refinement and promotes a growth mindset.

Give Us 15-Minutes
As a Certified WBE (Woman-Owned Business), we work to empower all people.
We offer 15-minute discovery calls to work together to see if our expertise meets your needs. It’s a small investment because we know your time is valuable.
Schedule 15 minutes today.
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
Learn why more Fortune 500 companies choose us to help solve their problems and create lasting solutions.








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.

experience + excellence
The NRG Assessment
Would a full assessment of your operation or contact center 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.

Read our latest blogs & Case Studies

RTW Mandate? How to Trailblaze Your Office for Greater EX
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From Cost to Catalyst: A Consultant’s View on Transforming Organizations Through Workforce Management
Over my 20+ year career, I’ve gained extensive insights into the critical role of Workforce Management (WFM) in enhancing organizational efficiency and driving customer retention

Case Study: helping a Non-Profit Prepare for Growth
The Situation In the fall of 2023, a national non-profit organization contacted The Northridge Group. Faced with the decision to either grow and remain independent