After 16 years, The Verde Group is thrilled to reveal our refreshed brand identity and revamped website. Our business has grown and evolved over many years, and we felt it was time for a change. We have refreshed our logo and website to reflect who we are today and to symbolize our future. We […]
5 statistics that prove the importance of customer reward and recognition
Our CEO, Paula Courtney, recently wrote an article regarding the four major customer experience trends happening in 2019. As a follow up to her article, we thought we would dig a bit deeper into one of the 2019 trends which we’ve seen emerging for many years: reward and recognition (R&R) for customers. Rewarding and recognizing […]
CEO Thoughts: 4 Customer Experience Trends That Will Shape 2019
One of the most common questions I get asked by my clients is “what’s next?”. Where is the customer experience (CX) going? In an era of disruption, hyper-digitized economies and value-seeking customers, the pressure to be better and cheaper has been replaced with the pressure to be different and relevant. The leaders of tomorrow will […]
How Millennials, Digital Transformation, and the War For Talent are Shaping Your Future
A Conversation with Jon Spector and Human Capital Experts From the Conference Board In September, we were honored to have Jon Spector, Senior Advisor and Former Chief Executive Officer at The Conference Board, give a fantastic presentation to many of our top clients at The Verde Group CX Summit in New York City Jon spoke […]
Distorted View: Four Reasons Why Your Customer Measurement Program May Be Failing You
I’ve previously written about the four biggest mistakes companies make when implementing a customer measurement program, and how companies can achieve much better customer insights by avoiding these common errors. And it’s critical that they do — our Verde Group research shows that from 2004-2014, the average company had 18.7 percent of its revenue at […]
Why Care About Patient Experience?
Across products and business categories, customers are demanding more from companies and brands. Better selection, lower prices, faster service, same-day delivery and frictionless interaction: these are the market mandates of the new customer-centric economy. And then there’s health care. Characterized by network-restricted product access, price and value obscurity, interminable wait times and a bafflingly convoluted […]
The Sound of Your Brand Speaks Volumes
A Conversation with Sonic Branding Expert Tom Eymundson In mid-September, we had two fantastic guest speakers presenting to a number of our top clients at The Verde Group CX Summit in New York City. One of those speakers, Tom Eymundson, is a leading sonic branding expert and the CEO of The Pirate Group Inc. I caught […]
Is Amazon Making You a Lazy Shopper?
Let’s face it – in this age of convenience it’s easy to cut corners, and as a working parent of young kids, I welcome any opportunity to be ‘lazy.’ I’ve also noticed that over time I’ve continued to return to the products and businesses that make my life easier. For example, I’m a huge fan […]
Captive Customers: When Customers Want to Leave You But Don’t
We’ve all heard it, and probably even said it: “I’m never shopping there again!” But is there a tipping point, a ‘red line,’ that once crossed means customers will leave you for good? It turns out that things are not so simple. The point where customer dissatisfaction actually impacts repurchase intent varies from industry to […]
NPS is Just Part of a Much Larger Toolkit
The Net Promotor Score (NPS) is a loyalty metric that measures how willing customers are to recommend a company’s offerings to others. As an alternative to traditional customer satisfaction research, it’s widely believed to reflect revenue performance. Virtually every Fortune 500 company uses the Net Promoter Score (NPS) to measure customer loyalty — if you […]