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.
“Customer communication channel preference are evolving dramatically, especially post-COVID, and customers expect more personalized support than before.” ……………………………………………………………………………………………………………………………………………… By Lori Childers, Vice President – The Verde Group The COVID-19 pandemic may be over and, in most places, life feels normal again. Family gatherings have returned. People are shopping in stores, eating in restaurants, going to […]
This blog builds on our recent piece identifying challenges with legacy CX beacon metrics. ………………………………………………………………………………………………………………………………………………………………………… By Paula Courtney, CEO – The Verde Group After Fred Reichheld published The One Number You Need to Grow in the Harvard Business Review, many customer experience professionals thought they had to ask only a single question: “How likely is it that […]
In 2023, we will continue to share examples of CX success stories, thought-provoking content and as The Verde Group likes to do, challenge the status quo. But most importantly, it is our goal to provide you with the tools and information to realize the full potential of your CX efforts. […]
“… CX Index metric correlates to changes in year-over-year financial performance and that it can serve as a leading indicator of future economic performance.” ………………………………………………………………………………………………………………………………………………………………………… By Dennis Armbruster, Executive Vice President – The Verde Group As customers return to brick-and-mortar stores, retailers face headwinds like never before — margins are tighter, finding staff remains challenging, […]
How can you overcome the challenges of connecting CX insights and financial performance? At Verde Group, we believe it’s as simple as E-A-B. The E-A-B model suggests that Experiences Influence Attitudes and ultimately drive customer Behaviors (E-A-B). […]
“…engaged and empowered employees are critical to the customer experience.” ………………………………………………………………………………………………………………………………………………………………………… By Candice Troupe, Senior Vice President – The Verde Group Negative experiences – or friction — are the best predictor of whether or not a customer remains loyal to a business. That’s a fundamental conclusion The Verde Group has drawn from our learnings as […]
“…much work goes into building trust and loyalty with customers and how easy it is to lose it in a single negative experience.” ………………………………………………………………………………………………………………………………………………………………………… By Paula Courtney, CEO – The Verde Group At Verde Group, my team and I have spent years researching customer experience and counselling businesses on how best to deal with their […]
A sound CX Strategy is essential. But it will be a waste of resources if the strategy owners are unwilling or unable to effectively execute the plan. […]
By: Paula Courtney, CEO & Jon Skinner, EVP – The Verde Group Of all the business categories that Verde serves, the Utilities sector is probably the least developed when it comes to customer experience. Which makes sense, since Utilities – which for most of their history have operated as monopolies with highly regulated prices and […]
When a company measures its customer experience, the data that is collected can be used to improve services, products, marketing messages and business strategies. This can lead to increased sales, profitability, and loyalty. […]