Operations Made Better

The best way for organizations to express gratitude to their customers is to provide them an exceptional customer experience at every opportunity. Listen from The Northridge Group's CEO, Therese Fauerbach, as she shares her views on the power of gratitude and how the best way for companies to express gratitude to their customers is not simply through the two words.

In her blog, The Northridge Group's CEO, Therese Fauerbach, shares a few of the greatest leadership lessons she has learned throughout her career. From working in a diverse range of organizations, functional groups, and cultures to co-founding a company of her own, these unique experiences have all contributed to the person and business leader she is today.

Recent shifts in customer demand have left companies scrambling to make sure they are meeting customer wants and expectations. As the need for companies to nurture relationships with their customers escalates, the role data analytics plays in Quality Monitoring is rapidly evolving across industries and lines of business. We sat down with Bryan Gillis, Executive Practice Lead of Quality Solutions & Customer Analytics at Northridge, to discuss the importance of analytics in driving actionable business insights and how a strong data framework represents the next frontier of Quality Monitoring solutions.

When watching television and reviewing your on-screen guide, do you ever wish that your cable TV shows were integrated with your other streaming services, such as Netflix, Hulu and Amazon Prime? Wouldn’t TV viewing be simpler if you could scroll through your guide and see all your cable shows and the last episode of Stranger Things that you didn’t finish on Netflix, as well as the new movies available this week on HBO Go? What if there was no more need to switch between different services, devices or even remotes because everything appeared as if it were on the same viewing platform?

In this highly competitive and volatile marketplace, business leaders are painfully aware of the negative outcomes which can occur when operations lapse into a business as usual routine. With the pace of change today, business leaders must constantly keep a pulse on the signs that tell them it’s time to transform their business processes before process issues result in a decline in financial performance and customer satisfaction.

According to the Federal Emergency Management Agency and U.S. Small Business Administration, 40 percent of businesses do not reopen after a disaster, and 90 percent of businesses fail within 2 years of being struck by a natural disaster. Completing and executing a data recovery (DR) plan may seem like a daunting task, but the potential risk makes DR planning a necessity for all businesses.

One of the key strategies to providing a consistent customer experience is facilitating regular call calibrations with your customer service associates.

Join Petra Seals, Senior Director of Innovation & Solution Development at The Northridge Group, as she discusses four reasons why call calibrations are critical to service delivery from her blog, The Secret to Excellent Customer Service: Call Calibration.