Insights Year: 2021

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

Logistics and Shipping: Setting Expectations and Building Customer Loyalty

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 […]

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In the News

Flip The Switch With Guest Paula Courtney

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 […]

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Blogs and Articles

Consumers Aren’t Feeling The Love – Here’s How To Change That

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 […]

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Research and White Papers

Exploring the Loyalty / CX Connection

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 Your Download Now […]

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In the News

Surprising Insights into the Pandemic Consumer

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. […]

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In the News

Profiting from Customer Dissatisfaction

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 […]

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Insights

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