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.
By Paula Courtney, CEO – The Verde Group Artificial intelligence (AI) has been a fascination for many at least since HAL, the soft-spoken computer that begins killing astronauts aboard the Jupiter spacecraft in 2001: A Space Odyssey. Today’s AI hasn’t (yet) reached HAL’s level of sentience or psychopathy but, in the last five years, it’s […]
By Paula Courtney, CEO – The Verde Group It’s now well understood that a company’s long-term success greatly depends on measuring and understanding all dimensions of the customer experience (CX) — deliver experiences that set your organization apart and solve the most damaging customer problems and, by doing so, you’ll boost consumer spending and loyalty. […]
By Paula Courtney, CEO – The Verde Group Most CX practitioners realize that creating consistently great customer experiences is not easy. And knowing which of those experiences will lead to revenue and share growth is even harder. But while great CX is a challenge for all, it is a particularly knotty issue for B2B manufacturers, […]
By Paula Courtney, CEO – The Verde Group As a female entrepreneur who’s run her own business for more than twenty years, I’m often asked by young women — and men too — what I believe has been my #1 secret to success is. They’re often surprised by my answer. Back in 1989, I remember […]
By Paula Courtney, CEO – The Verde Group Life, Forrest Gump famously said, is like a box of chocolates. CX, on the other hand, definitely isn’t anything like his view on life: as a customer, you should always know what you’re going to get. I was recently at a small chocolate boutique retailer purchasing truffles […]
By Paula Courtney, CEO – The Verde Group Logistics and shipping weren’t something that most end customers used to think about much — unless something went wrong. It was a lot easier back then when expectations simply centered around getting a purchase via FedEx or UPS once in a while in one piece and within […]
The Verde Group CEO, Paula Courtney recently joined host David Millay on Flip the Switch, a leading podcast that discusses customer and employee experience in sports and entertainment. Watch now as Paula and David discuss the five key elements that determine whether or not a customer buys from you again, the only currency in business […]
By Paula Courtney, CEO, The Verde Group. Consider this: for one leading manufacturer of electronic goods, 83% of customers experienced at least one problem during their last transaction. Make no mistake, data shows that friction in customer experiences – from the B2B level down to B2C and across every vertical – is a big challenge, […]
By Paula Courtney CEO, The Verde Group. In my last blog post, I talked about evolving customer expectations and I mentioned a possible canary in the coalmine retailers would be wise to pay attention to right now: the dissatisfaction and frustrations many customers have with problem resolution and support and its potential impact on loyalty […]
By Paula Courtney CEO, The Verde Group. Consumers and what they expect from your brand are changing but that’s not really news. Customers are always changing – their needs and expectations are always in flux, always evolving. But over the last decade, and certainly within the last 18 months, technology and the pandemic have shifted […]