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.
In last month’s blog post, The Verde Group outlined the findings from 15 years of data which suggests that the amount of friction in the customer experience has largely remained the same despite significant investments in people, process changes and technology. Companies strive to create a frictionless customer experience but in all honesty, friction is […]
Over the past 15 years, The Verde Group has conducted hundreds of studies to identify friction points in customer journeys and their impact on business success. Truth told, friction in the complex world of customer experience (CX) is inevitable. However, are companies making progress in decreasing the amount of friction experienced by their customers? Unfortunately, […]
Note: This article was updated on September 8, 2024. The original publish date was January 11, 2022. 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 […]
Organizations are constantly seeking ways to improve operational efficiency and reduce costs. This is particularly the case in manufacturing where many companies are finally rebounding from supply chain issues as a result of the global pandemic. In the search for solutions, leadership has relied upon insights generated from operational data, field input and the voice […]
In the competitive landscape of today’s business world, customer experience (CX) has emerged as a key differentiator. Customers now expect seamless interactions across all touchpoints with a brand, from the first ad, promotion, or social post they see to purchase journey and post-purchase support they receive. CX insight teams wade through mountains of data, presenting […]
The Verde Group originally posted this blog in November 2018. Now 6 years later, does Amazon continue to make us lazy shoppers? The answer is undoubtedly, yes. It is well known that the COVID-19 pandemic changed shopping habits, dramatically increasing online shopping of all consumer goods. However, online shopping trends didn’t change after the pandemic. […]
You may be like many executives who’ve had more than a few sleepless nights worrying about your customers. Particularly the customers with problems — on average that’s 3 out of 4 of your customers — the ones who light up the phones and fill your inbox with concerns, complaints, and helpful suggestions. Surely if you […]
In the ever-evolving landscape of business, companies are constantly seeking ways to optimize operations and cut costs. One prominent trend that has gained traction in recent years is the disinvestment in human labor within organizations. This strategy often involves automating various tasks and processes to reduce reliance on human employees. One manifestation of this trend […]
Private equity (PE) has become a driving force in the business world, fueling growth and innovation across various industries. One crucial aspect of this investment strategy is due diligence, the comprehensive assessment of a target company before an acquisition. While financial metrics and operational efficiencies are often prioritized during due diligence, an equally important aspect […]
“Customers who had the best past experiences spend 140% more compared to those who had the poorest past experiences.” Peter Kriss, Harvard Business Review Nearly three decades ago, Jones and Sasser published the infamous piece “Why Satisfied Customers Defect”. Many companies conduct regular customer satisfaction research with the belief that there’s a direct link between […]