It's time to shift your CX focus from solely measuring attitudes to understanding the specific and addressable experiences that create the attitudes in the first place. […]
In the News
CXChronicles Podcast: Measuring Customer Experience Friction to Drive Business Impact with Dennis Armbruster
This weeks’s CXChronicles, Podcast #218, welcomed Verde Group’s Executive Vice President, Dennis Armbruster. The Verde Group is a customer experience consultancy, creating value by employing a proprietary research methodology that is based on a fundamental principle of human behavior: Individuals are far more likely to take action in response to negative events than positive ones. […]
Newsletters
December 2023 Newsletter
Elevating the Holidays: Crafting Unforgettable Customer Experiences
Beyond the festivities and decorations, businesses have a unique opportunity to make a lasting impression on their customers through exceptional holiday customer experiences. […]
Newsletters
November 2023 Newsletter
We'll Say It Out Loud: The CX Industry Is Broken
In Verde Group's November 2023 newsletter, we explore why we believe the mainstream CX industry is broken. Companies are investing in CX solutions, but are they really working? […]
Blogs and Articles
The Customer Experience Risk — It’s What You Don’t Know That Should Keep You Up at Night
You may be like many executives who’ve had more than a few sleepless nights worrying about your customers. Particularly the customers with problems — on average that’s 3 out of 4 of your customers — the ones who light up the phones and fill your inbox with concerns, complaints, and helpful suggestions. Surely if you […]
Newsletters
October 2023 Newsletter
Are You Unknowingly Betraying Your Customer?
In Verde Group's October 2023 newsletter, we dive into our unique approach that has led companies to focus on the issues that matter to customer behavior and ultimately the financial performance of the business. […]
Blogs and Articles
The Disinvestment in Human Labor: Are Chatbots the New Offshore Call Centers?
In the ever-evolving landscape of business, companies are constantly seeking ways to optimize operations and cut costs. One prominent trend that has gained traction in recent years is the disinvestment in human labor within organizations. This strategy often involves automating various tasks and processes to reduce reliance on human employees. One manifestation of this trend […]
Newsletters
September 2023 Newsletter
The Transparent Truth About Customer Experience Strategy
In the Verde Group's September newsletter, we explore real-world examples of how negative interactions lead to market erosion and a loss of trust. […]
Blogs and Articles
Enhancing Customer Experience: The Role of Due Diligence in Private Equity
Private equity (PE) has become a driving force in the business world, fueling growth and innovation across various industries. One crucial aspect of this investment strategy is due diligence, the comprehensive assessment of a target company before an acquisition. While financial metrics and operational efficiencies are often prioritized during due diligence, an equally important aspect […]
Newsletters
August 2023 Newsletter
Addressing Those Moments That Damage Your Brand — And Your Business
In the Verde Group's August newsletter, we discuss those moments that damage your brand and how to resolve them, and we talk about the Bare Minimum Mondays phenomenon. […]