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.
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 […]
Companies who rely solely on inbound feedback to gain a greater understanding of their customers’ experiences may be missing the opportunity to solve for the problems that are most related to customer loyalty. Most organizations understand the importance of focusing on negative customer experiences. Customers who’ve had problems or are unhappy are more likely to […]
It wasn’t too long ago that industry leaders would have scoffed at the idea of collecting too much customer data. In a rush toward realizing the value of big data and analytics, customer information was the key to higher revenue and increased market share, and more was better. Too much customer data? There was simply […]