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 experience is a direct driver of revenue, retention, and growth—especially in complex B2B environments where early warning signs like declining reorders or service friction often go unnoticed. This edition explores how organizations miss these signals, why traditional metrics fall short, and how structured, outcome-linked VoC programs can uncover opportunities already within reach while reducing revenue at risk. […]
B2B customer experience in manufacturing has become a competitive battleground. A recent Salesforce study from 2023-2024 found that over 80% of business buyers now expect a B2C-level customer experience—yet many manufacturers still struggle to pinpoint which experiences truly influence revenue and retention. The problem isn’t a lack of data—it’s a lack of clarity about which experiences […]
Executive Summary: Customer Experience Transformation Case Study A global medical device manufacturer selected The Verde Group to lead a customer experience transformation initiative, conducting a comprehensive CX assessment across four major markets: the United States, Japan, China, and Direct International markets. The project’s goal was to understand how customer experience affects loyalty, repurchase intent, and […]