Insights Year: 2019

Providing Innovative Insights to CX Professionals

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.

Blogs and Articles

Emotion Versus Reason: A Key To Understanding Long-Term Loyalty

A few weeks ago, I hit a patch of ice driving down a mountainside and crashed into a snowbank. I wasn’t injured but I was definitely shaken. To make matters worse, it was 10° F outside and I’d left my coat in town. Oh, and my gas tank was nearly empty. As is usually the […]

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Blogs and Articles

6 Ways Retailing Is Changing For The Better

By Paula Courtney, CEO. It’s an exciting time to be immersed in the cutting-edge world of retail technology and the perennial challenge of better engaging with customers. I was reminded of this recently when I attended the annual CEO summit hosted by the Wharton School’s Baker Retailing Center. The daylong conference, attended by thought leaders […]

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Blogs and Articles

Market Research: It’s Not An End – Just The Beginning

By Lori Childers, Senior VP. Imagine going to see your doctor for an annual physical and he or she tells you your weight or blood pressure is too high. Hey, it happens to most of us at some point. The key is what you do with that information moving forward. Do you put together a […]

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Blogs and Articles

Customer Experience Day: An Opportunity To Get Real

By Paula Courtney, Chief Executive Officer. October 1 is Customer Experience Day, a celebration of the professionals and companies that make great customer experiences a reality. But more concretely, it’s an opportunity for all of us to better understand and gain insight into just what customers experience every day and each time they buy your […]

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Blogs and Articles

Customer Memory: Timing is everything

Recently, I attended the Forrester CX NYC 2019 Forum, which brings together customer experience leaders from around the world to learn how to better understand customers and expand relationships. As I made my way around the conference sessions, learning about many of the new tools and technology that delve into customer preferences and decision-making, it […]

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Blogs and Articles

Top 3 Customer Retention Tips for Business Owners

Customers decide to take their business elsewhere for a variety of reasons: Whether it’s a negative experience, below-average product or service, or a general feeling of being treated as just a number, people are quick to make changes. What’s more, losing a customer has a significant financial impact on businesses; the cost of acquiring a […]

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Blogs and Articles

Text Analytics: Be Aware of Magic Bullets

  By Gord Ripley, Senior Vice President Operations at Verde Group There are many text analytics platforms available on the market today. In essence, they all claim to take unstructured data (verbatim) and turn it into structured insights. Terms like machine learning, artificial intelligence, natural language processing and sophisticated algorithms are being thrown around, but […]

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Blogs and Articles

Is Your Customer Service Department Making Things Worse?

Having a customer service department is essential to business success. Customers who have issues with your product or service want comfort in knowing that they can speak to a representative about their concerns. There are companies such as Amazon, that have international acclaim for their stellar customer support.   On the other hand, there are […]

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Blogs and Articles

What Customer-centered Industries Can Learn From One Another

By Paula Courtney, Chief Executive Officer. It’s a never-ending battle for your customer’s business. We need all the help we can get because in most cases, we’re playing catch up to meet our customers’ ever-changing expectations. Don’t worry. You’re not alone. We can learn from others who have gone before us. Earlier this month I […]

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Blogs and Articles

4 Technologies Modernizing The Customer Experience

  By Michael Tropp, Vice President, Business Development Customer experience isn’t just about smiles and a positive attitude, at least, not anymore. While being cheerful and friendly are aspects that help build customer relationships, there are other aspects of the customer journey that could really benefit from technology to be more efficient. Shockingly enough, reports […]

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