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. […]
Blogs and Articles
The Customer Experience Risk — It’s What You Don’t Know That Should Keep You Up at Night
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 […]
Blogs and Articles
The Disinvestment in Human Labor: Are Chatbots the New Offshore Call Centers?
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 […]
Blogs and Articles
Enhancing Customer Experience: The Role of Due Diligence in Private Equity
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 […]
Blogs and Articles
The Problem with Customer Satisfaction Surveys
“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 […]
Blogs and Articles
Frustrated by Your Current CX Strategy?
Frustrated with the lack of progress in implementing successful CX change initiatives? Join the crowd… According to a Forrester June 2023 report, CX quality among brands in the US declined for an unprecedented second year in a row. Despite more than 80% of business leaders indicating that improving CX is a high priority, just 6% of […]
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Unique CX Challenges for B2B Organizations — and a Few Strategies to Help Solve Them
Most CX practitioners realize that creating consistently great customer experiences is not easy. Knowing which of those experiences will lead to revenue and share growth is even harder. While great CX is a challenge for all, it is a particularly knotty issue for B2B manufacturers, who labor under a number of unique customer challenges: Multiple […]
Blogs and Articles
CX Measurement and Reporting Platforms: Unleashing the Potential
(Article originally published on April 26, 2022, updated on May 17, 2023.) It has been established that a company’s long-term success greatly depends on measuring and understanding all dimensions of the customer experience (CX) — deliver experiences that set your organization apart and solve the most damaging customer problems and, by doing so, you’ll boost […]
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How CX Investments Can Survive the Cost-Cutting Chopping Block
As uncertainty lingers regarding the stability of the global economy and the consumer’s appetite to spend begins to wane, retailers are feeling the pinch. Long-term strategic investments in CX measurements and management programs are falling victim to short-term cost-cutting measures with the goal of achieving quarterly earnings targets. After all, the “safe bet” is to […]
Blogs and Articles
B2B CX Challenges: Four Problem-Solving Strategies
By Paula Courtney, CEO The Verde Group Creating consistently great customer experiences is a challenge. Knowing which of those experiences will lead to revenue and share growth is even more difficult. CX challenges are difficult for any business, but particularly for B2B manufacturers. As reported in MIT Sloan Management Review, “More than 80% of business […]