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.
“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 […]
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 […]
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 […]
(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 […]
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 […]
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 […]
The customer experience (CX) trends we were seeing in late 2022 (see 2022 Customer Experience Reflections post) will continue well beyond 2023. The Verde Group has a fresh predictions on what’s in store for CX practitioners this year. With 2023 well underway, we encourage businesses to adapt and think efficiently. New ways of buying, working […]
Understanding the Customer Experience (CX) is the key to building a profitable and reputable company. The Verde Group’s bread and butter is pinpointing the friction in your business’ customer experience, AKA, we are in the business of protecting your revenue from risk. Our CX experts weighed-in on 2022 and how recovering from COVID impacted the […]
“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 […]