The Northridge Group

NOVEMBER 4, 2021

Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Frontline excellence training allows customer service leaders to become effective coaches and to focus on both associate development and sustained business outcomes!

Best practices 136

Best practices Coaching contact center associations Contact Center 136

Call Center Weekly

NOVEMBER 9, 2017

a Canadian training company that helps contact centers improve their sales and customer retention results. A call center expert, Mike serves on the Advisory Council of the Greater Toronto Area Contact Center association, and was Master of Ceremonies for their 2012-2014 and 2016 Annual Conferences.

Contact Center 149

Contact Center contact center associations Banking Education 149

The Northridge Group

JUNE 2, 2023

A poor experience in a B2C contact center may lead to the loss of one customer (and possibly their friends, family, and acquaintances), while a poor experience in a B2B contact center could lead to the loss of a multitude of sales. This improved their customer retention rate.

B2B 67

B2B B2C Contact Center contact center associations 67

Call Center Weekly

APRIL 25, 2018

What do you think is overlooked by contact center leadership, that hinders their customer retention efforts? Customer retention is a relationship rather than an event! Too much emphasis is placed on "saving" customers. By then it is too late. Mike Aoki is the President of Reflective Keynotes Inc. ,

contact center associations 43

contact center associations Customer retention Contact Center Sales 43