By Sarah Pierce, Sr. Vice President When it comes to designing a superior customer experience, one can’t spend enough time and energy on the experience being delivered by customer-facing agents. According to our customer pulse database, 76% of customers report experiencing a problem with a supplier’s product or service in the previous six to […]
By Lori Childers, Vice President This month, the Airports Council International Airport Service Quality (ASQ) Awards released a list of the top airports in the world for customer experience. The survey asked questions to some 600,000 passengers at 343 airports, based out of 84 different countries. In the questionnaire, different aspects of each airport from […]
By Sarah Pierce, Sr. Vice President I recently wrote a piece which discussed some of the main aspects to consider when building a Net Promoter Score (NPS). Your NPS gauges how loyal your customers are, and with loyalty comes an increased amount of recommendations or Word of Mouth Marketing (WOMM). Consumers are 77% more likely […]
Pharma CX 2019 is only a couple of weeks away! We’re thrilled to have our very own Jon Skinner share his firsthand knowledge and deep expertise regarding customer experience in the pharma industry. He’ll be joining other pharma CX leaders focused on driving digital transformation and outcomes through better customer experiences. Don’t miss out on […]
By Sarah Pierce, Sr. Vice President A business can sink millions of dollars into marketing campaigns with the aim of getting a lot of visibility. But, we’re here to tell you that visibility doesn’t mean much if no one is willing to recommend your business to anyone else. Unsurprisingly, 90% of consumers read online reviews […]
Going into 2019, the customer experience is still one of the biggest trends driving business success. In fact, roughly 84% of consumers agree that the key to winning them over is to treat them as people and not as numbers. While organizations are taking note of this and changing their models to better suit the […]
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 […]
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 […]
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 […]
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 […]