The June 2025 Verde Edition explores the “insight-action gap”—why many companies collect customer insights but fail to act on them. This issue highlights key stats and practical steps to turn feedback into meaningful business results. […]
In the News
The Delighted Customers Podcast: Measuring the True Cost of Negative Customer Experiences
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 […]
Blogs and Articles
Avoiding the Action Planning Cliff: Turning Customer-Led Insights Into Impact
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, […]
Newsletters
May 2025 Newsletter
Challenging Common CX Myths
The May 2025 edition of The Verde Group’s newsletter challenges outdated customer experience (CX) myths that hinder growth, urging a shift toward data-driven strategies that link CX directly to revenue.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. […]
Blogs and Articles
Rethinking Common Myths in Customer Experience
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 These common myths can quietly shape organizational strategies—but too often, they’re built on outdated assumptions rather than current market dynamics.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 News
The Loyalty Newscast with Rick Ferguson: The Great Retail Acceleration
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 […]
Newsletters
April 2025 Newsletter
Overcoming Internal Barriers to Better Align CX Initiatives with Broader Business Goals
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. […]
Blogs and Articles
How Siloed Operations Can Undermine Customer Experience and Affect Your Bottom Line
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 […]
Blogs and Articles
The Obsession with Success Could Be Costing You Millions in Lost Revenue
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 […]
Newsletters
March 2025 Newsletter
Elevating CX: Celebrating Women Leaders & the Power of Customer Insights
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. […]