Thinking

What Customer-centered Industries Can Learn From One Another

By Paula Courtney, Chief Executive Officer. It’s a never-ending battle for your customer’s business. We need all the help we can get because in most cases, we’re playing catch up to meet our customers’ ever-changing expectations. Don’t worry. You’re not alone. We can learn from others who have gone before us. Earlier this month I […]

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4 Technologies Modernizing The Customer Experience

  By Michael Tropp, Vice President, Business Development Customer experience isn’t just about smiles and a positive attitude, at least, not anymore. While being cheerful and friendly are aspects that help build customer relationships, there are other aspects of the customer journey that could really benefit from technology to be more efficient. Shockingly enough, reports […]

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Showing Customers That You Care In 5 Subtle Ways

When it comes to designing a superior customer experience, one can’t spend enough time and energy on the experience being delivered by customer-facing agents. According to our customer pulse database, 76% of customers report experiencing a problem with a supplier’s product or service in the previous six to twelve months. Many will never complain to […]

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Why Are Recommendations So Important?

I recently wrote a piece which discussed some of the main aspects to consider when building a Net Promoter Score (NPS). Your NPS gauges how loyal your customers are, and with loyalty comes an increased amount of recommendations or Word of Mouth Marketing (WOMM). Consumers are 77% more likely to buy a product if it’s […]

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The Verde Group Speaking at Pharma CX 2019 Summit

Pharma CX 2019 is only a couple of weeks away! We’re thrilled to have our very own Jon Skinner share his firsthand knowledge and deep expertise regarding customer experience in the pharma industry. He’ll be joining other pharma CX leaders focused on driving digital transformation and outcomes through better customer experiences. Don’t miss out on […]

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Top 5 Customer Experience Mistakes to Avoid in 2019

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 […]

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