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 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 […]
Understanding the Boomerang Effect of Loyalty Programs. Discover valuable research findings and insights that will help you optimize that critically important relationship between your loyalty program and your CX results. Unlock Unlock Your Download Now […]
The Verde Group CEO, Paula Courtney chats with Retail Council of Canada podcast “The Voice of Retail” about the impact of COVID-19 on consumers. Have consumer expectations changed? What must retailers do to succeed in this new world? Is it too late? Listen now and hear Paula and host Michael LeBlanc discuss this and more. […]
By Theresa Lina, Author, The Apollo Method. The Apollo Space Program. Tesla. Disney. Salesforce. Apple. LEGO. Amazon. These are just a few of the many inspiring case studies in my book, Be the Go-To: How to Own Your Competitive Market, Charge More, and Have Customers Love You For It. And though nearly all of the […]
Our Consumer Study reveals that retailers who deliver WOW! Experiences increase repurchase Intent by 12%-58%. Unlock Your Download Now […]