The Verde Group is committed to investing in the discovery and sharing of new insights, helping you stay up to date on opportunities to improve your own CX performance.
Verde Group CEO Paula Courtney recently sat down with Mark Slatin from The Delighted Customers Podcast to discuss how to measure the true cost of negative customer experiences. What if negative customer experiences matter more than you think—impacting your bottom line far beyond any single complaint or glowing review? The new episode dives into why […]
We’ve all been there—a team offsite, a full-day planning session, or a visioning exercise, trying to define how we move the company forward. Customer-led data has delivered valuable insights to shape the plan. The energy is high, senior leadership is engaged, and teams are genuinely excited about what’s next. But then tomorrow comes. Duty calls, […]
The May 2025 edition of The Verde Group’s newsletter challenges outdated customer experience (CX) myths that hinder growth, urging a shift toward data-driven strategies that link CX directly to revenue. Highlights include a blog on the hidden costs of old assumptions, key CX stats in the “Fast Five,” and insights from EVP Dennis Armbruster on why many loyalty programs miss the mark. It’s a call for CX leaders to rethink and realign their efforts for measurable business impact. […]
In the world of customer experience (CX), some ideas are embraced so widely they start to feel like unshakable truths. These common myths can quietly shape organizational strategies—but too often, they’re built on outdated assumptions rather than current market dynamics. At The Verde Group, where we measure the risk and reality of customer experience across […]
In the latest episode of Loyalty Wired’s Newscast about the “Great Retail Acceleration,” Dennis Armbruster of the Verde Group shares his insights on how to measure the success of investment in retail tech. Listen here: Loyalty Wired · Newscast 21 – The Great Retail Acceleration Loyalty Wired features interviews with some of the smartest minds […]
This month, we explore how organizations can overcome internal barriers—like siloed departments and misaligned priorities—to better align customer experience initiatives with broader business goals. We also continues the discussion on loyalty programs, highlighting both success factors and the risks of the Boomerang Effect. […]
Organizations are increasingly focusing on customer experience (CX) as a key driver of loyalty, retention, and growth. However, many businesses are encountering significant barriers that prevent them from delivering seamless, integrated experiences for their customers. One of the biggest challenges? Operating in silos. Siloed departments—where teams operate in isolation—can significantly undermine an organization’s ability to […]
Most businesses carry an inherent bias: an obsession with success. As a result, board books, management meetings, balanced scorecards, and performance reviews are filled with what I call success metrics. These are the numbers that suggest “more” or “higher” is always better—higher sales, higher margins, higher customer satisfaction scores, higher NPS, higher employee and customer […]
March is Women’s History Month, and it is a time to recognize and celebrate the invaluable contributions women have made across industries, including the customer experience (CX) sector. Women have played a pivotal role in shaping the way businesses interact with their customers, leading efforts to create more inclusive, empathetic, and customer-centric strategies. […]
Welcome to the February Verde Edition newsletter. This month, we are focusing our content on the subject of customer loyalty. After all, every business would love their customers to be loyal. Referring others to their brand, shifting market share, and perhaps most importantly, being patient when friction occurs in the customer experience. […]