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.
Going into 2019, the customer experience is still one of the biggest trends driving business success. In fact, roughly 84% of consumers agree that the key to winning them over is to treat them as people and not as numbers. While organizations are taking note of this and changing their models to better suit the […]
After 16 years, The Verde Group is thrilled to reveal our refreshed brand identity and revamped website. Our business has grown and evolved over many years, and we felt it was time for a change. We have refreshed our logo and website to reflect who we are today and to symbolize our future. We […]
Our CEO, Paula Courtney, recently wrote an article regarding the four major customer experience trends happening in 2019. As a follow up to her article, we thought we would dig a bit deeper into one of the 2019 trends which we’ve seen emerging for many years: reward and recognition (R&R) for customers. Rewarding and recognizing […]
One of the most common questions I get asked by my clients is “what’s next?”. Where is the customer experience (CX) going? In an era of disruption, hyper-digitized economies and value-seeking customers, the pressure to be better and cheaper has been replaced with the pressure to be different and relevant. The leaders of tomorrow will […]
A Conversation with Jon Spector and Human Capital Experts From the Conference Board In September, we were honored to have Jon Spector, Senior Advisor and Former Chief Executive Officer at The Conference Board, give a fantastic presentation to many of our top clients at The Verde Group CX Summit in New York City Jon spoke […]
I’ve previously written about the four biggest mistakes companies make when implementing a customer measurement program, and how companies can achieve much better customer insights by avoiding these common errors. And it’s critical that they do — our Verde Group research shows that from 2004-2014, the average company had 18.7 percent of its revenue at […]
Across products and business categories, customers are demanding more from companies and brands. Better selection, lower prices, faster service, same-day delivery and frictionless interaction: these are the market mandates of the new customer-centric economy. And then there’s health care. Characterized by network-restricted product access, price and value obscurity, interminable wait times and a bafflingly convoluted […]
A Conversation with Sonic Branding Expert Tom Eymundson In mid-September, we had two fantastic guest speakers presenting to a number of our top clients at The Verde Group CX Summit in New York City. One of those speakers, Tom Eymundson, is a leading sonic branding expert and the CEO of The Pirate Group Inc. I caught […]
We’ve all heard it, and probably even said it: “I’m never shopping there again!” But is there a tipping point, a ‘red line,’ that once crossed means customers will leave you for good? It turns out that things are not so simple. The point where customer dissatisfaction actually impacts repurchase intent varies from industry to […]
The Net Promotor Score (NPS) is a loyalty metric that measures how willing customers are to recommend a company’s offerings to others. As an alternative to traditional customer satisfaction research, it’s widely believed to reflect revenue performance. Virtually every Fortune 500 company uses the Net Promoter Score (NPS) to measure customer loyalty — if you […]