June 20, 2025

The Delighted Customers Podcast: Measuring the True Cost of Negative Customer Experiences

Verde Group CEO Paula Courtney recently sat down with Mark Slatin from The Delighted Customers Podcast to discuss how to measure the true cost of negative customer experiences. What if negative customer experiences matter more than you think—impacting your bottom line far beyond any single complaint or glowing review?

The new episode dives into why negative experiences carry outsized influence on customer loyalty and business revenue. Many leaders mistakenly chase the most frequent irritants, but as our guest explains, it’s not about quantity—it’s about which problems have the greatest financial impact. If you’re a CX leader struggling to prove the ROI of your work, you’ll want to tune in for innovative strategies that bridge the gap between customer insights and business results.

Why Tune In to This Episode?

In this compelling podcast, Paula Courtney—President of the Verde Group and a globally recognized authority on customer retention—dives into the financial realities of customer experience. With more than 30 years of research featured in Harvard Business Review, Forbes, BusinessWeek, and The Wall Street Journal, Paula shares a data-driven perspective that’s helped organizations in over 35 countries prioritize CX investments where they truly matter.

Paula and her team specialize in uncovering the hidden pain points that silently erode customer loyalty and revenue. Their science-backed approach gives leaders the insight—and the numbers—they need to turn CX insights into boardroom action.

In this episode, Paula answers:

  • Why do negative experiences carry more weight than positive ones—and what psychology drives this imbalance?

  • What’s wrong with traditional satisfaction surveys, and why are many companies chasing the wrong CX metrics?

  • How can leaders calculate the true financial risk of customer experience failures—and use that data to make a bulletproof case for CX investment?

Whether you’re leading CX strategy or working to gain C-suite support, this is a must-listen conversation filled with practical, high-impact insights.

Listen now—and subscribe to stay ahead with expert perspectives on customer experience.