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.
Findings from the Wharton Baker Retailing Center & The Verde Group Consumer Loyalty Study, April 2021 Companies strive to build customer loyalty to increase market share. To accomplish this, they invest in several areas including pricing, promotion, product assortment, digital channels, logistics, and operations. They also invest billions in loyalty programs to identify customer needs […]
Artificial intelligence has fundamentally changed how organizations collect customer feedback. Customer satisfaction surveys can now be generated automatically, personalized in real time, analyzed in seconds, and even conducted as dynamic conversations. AI can summarize thousands of customer comments, detect emerging themes, identify sentiment, and even predict potential churn before a customer voices a complaint. For […]
Where is friction quietly draining your revenue? Our Q2 newsletter, "Better Business Decisions via Voice of Customer Insights," digs into the questions keeping financial services and insurance executives up at night — from customer attrition and digital adoption to commercial banking retention. Plus: five experience factors that drive B2B banking loyalty, and a preview of PaulaCourtney.com, launching this summer. […]
Maintaining market share in commercial banking is about more than products, rates, or pricing strategies. Today’s commercial clients expect seamless, valuable, and easy-to-navigate experiences. Yet despite ongoing investments in technology, service delivery, and relationship management, many institutions continue to face familiar challenges: Retaining clients and reducing attrition Improving onboarding and implementation experiences Accelerating lending and […]
Candela Medical, a global leader in energy-based aesthetic devices, teamed up with The Verde Group to better understand how customer experience influences growth, retention, and overall business results. Chief Commercial Officer Mary Trout and her team saw the need for a real change—from focusing on the company’s own perspective to truly listening to customers. The […]
Customer experience is a direct driver of revenue, retention, and growth—especially in complex B2B environments where early warning signs like declining reorders or service friction often go unnoticed. This edition explores how organizations miss these signals, why traditional metrics fall short, and how structured, outcome-linked VoC programs can uncover opportunities already within reach while reducing revenue at risk. […]
B2B customer experience in manufacturing has become a competitive battleground. A recent Salesforce study from 2023-2024 found that over 80% of business buyers now expect a B2C-level customer experience—yet many manufacturers still struggle to pinpoint which experiences truly influence revenue and retention. The problem isn’t a lack of data—it’s a lack of clarity about which experiences […]
Executive Summary: Customer Experience Transformation Case Study A global medical device manufacturer selected The Verde Group to lead a customer experience transformation initiative, conducting a comprehensive CX assessment across four major markets: the United States, Japan, China, and Direct International markets. The project’s goal was to understand how customer experience affects loyalty, repurchase intent, and […]
The December Verde Edition marks a shift toward more actionable, data-driven insight, with a stronger focus on the metrics, patterns, and financial signals that reveal where customer friction impacts revenue, loyalty, and risk. This issue emphasizes practical application through real-world examples and concise case studies that show how organizations turn VoC insights into measurable financial outcomes. Designed to help leaders de-risk decision-making, the newsletter connects customer experience to customer behavior and business performance, featuring perspectives from Paula Courtney, a new CX metrics blog, key friction points impacting manufacturer revenue, and bold predictions for 2026. […]
As businesses head into 2026, they face a convergence of disruptive forces that are amplifying both operational and strategic risk. Slowing economic growth, volatile supply chains, rising customer expectations, and accelerating technological changes are placing unprecedented pressure on organizations across industries. At the same time, talent shortages, regulatory uncertainty, and heightened competitive intensity are forcing […]