The Verde Group

The Verde Group

Problems Into Profits

The Verde Group is a customer experience consultancy, creating value by employing a proprietary research  methodology that is based on a fundamental principle of human behavior: Individuals are far more likely to take action in response to negative events than positive ones.

We focus exclusively on researching, understanding and interpreting customer experiences; specifically negative customer experiences leading to overall dissatisfaction.

Benefits To Our Clients



The Verde Group delivers a detailed analysis of your customer journey and identifies the few customer experiences that really matter to your business’s top line.



Our proven analysis identifies the actual specific experiences your customers care about most and to take action to drive positive behavior change.


Organizational Alignment

We know that it takes organizational alignment to truly impact a change to your customer experience that is why organization and stakeholder management is an integral part of our partnership with you.



We work with you to develop and implement a customized approach for your organization to proactively identify and intercept customers exhibiting current or pending loyalty risk. All this can be measured and tracked over time.

Leadership and Management Team

From financial services to manufacturing, our leaders have expertise across a wide variety of industries. These diverse viewpoints result in new and fresh perspectives that deliver value to our clients. We work alongside our clients every step of the way to anticipate and overcome all the barriers to change. What you see is what you get – the passionate people you meet on day one are the same individuals that will see your project through to completion.


Paula Courtney

Chief Executive Officer

A passionate change agent and entrepreneur, she believes that organizations remain competitive and profitable when they are brilliant at the basics of service delivery. As President of The Verde Group, a research consultancy specializing in helping companies improve customer retention, Paula leads the development of new research methods for helping companies link customer and employee experiences to financial outcomes.


Jon Skinner

Executive Vice President

Jon has more than 20 years’ experience in helping clients and organizations raise customer value through improved customer insight, relevance, satisfaction and operational excellence. Spanning both B2B and consumer categories, he has consulted to market leading companies across the Financial Services, Pharmaceuticals and Medical, Telecommunications, Software and Consumer Package Goods verticals designing and implementing programs to grow customer value.


Sarah Pierce

Senior Vice President

Sarah Pierce is a Senior Vice President who works with organizations to help them grow revenue by linking customer experiences to business outcomes. She is an experienced executive and marketing strategist with over 15 years’ experience working across multiple industries such as medical devices, agriculture, healthcare, technology, consumer packaged goods, manufacturing, software as a solution (SaaS) with companies including GE, IBM, Cargill, Caterpillar, Target, Cook Medical, and Enterprise Rent-A-Car.


Gord Ripley

Senior Vice President, Operations

An experienced executive manager in the loyalty research and analytics space, Gord has over two decades of experience managing the operational complexities of enterprise-wide customer experience programs for North America’s largest organizations. Adept at optimizing existing processes and developing new ones that deliver greater client efficiencies and new sources of client value, Gord oversees all operations at Verde Group.


Sandie Parker

Vice President, Customer Experience and Loyalty

Sandie specializes in consulting with clients in the areas of customer experience and loyalty assessment, sales force research and strategy, measurement and reporting. Her expertise encompasses both qualitative and quantitative research and facilitation of strategic action planning. Sandie has extensive background in the financial services industry including retail brokerage, wealth management and financial planning, investments and securities, insurance, commercial and investment banking, and contact centers.


Lori Childers

Vice President, Client Solutions

Lori Childers is Vice President, Client Solutions who oversees customer loyalty and retention-related market research engagements for The Verde Group’s large U.S. and internationally-based clients. Lori applies her 25+ years of management consulting and project management experience to these projects to discern actionable insights for her clients.


Michael Tropp

Vice President, Business Development

Michael Tropp is a business development and customer insights leader who educates Chief Marketing Officers, Chief Customer Officers, and Chief Experience officers on creating customer-centric cultures, helping them to create market advantages in highly competitive industries. Michael excels at breaking down complex information into bite-sized, and easy-to-understand concepts. His areas of professional industry expertise include: Financial Services, Pharma, Banking, Retail, and Manufacturing.


Christine Young

Associate Vice President, Customer Experience

Christine has over 20 years’ experience in the market research industry and specializes in program development and consulting with clients in the area of customer experience and loyalty. Christine works with the client to build, measure and optimize their customer experience programs, with a focus on operational excellence and consistent delivery of high-quality CEM programs.


Karen Preston


Karen is a Chartered Professional Accountant (CPA, CA) with over 25 years’ experience in financial management roles. Karen brings a broad range of financial management expertise to The Verde Group, from financial reporting and analysis to the management of accounts payable, accounts receivable and inventory. Prior to joining the company, Karen worked in accounting and audit in a variety of industries, including public relations, mining, manufacturing and energy.


Charissa Cisneros

Administrative Assistant to the CEO

Charissa has over 12 years’ experience supporting senior level executives. She has extensive experience in organization, event planning and office management. Having held positions in various other companies prior to joining The Verde Group, Charissa is able to tailor her skills to meet the needs of corporate clients and her team.

Are you ready to unleash the power of your customer experience?