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.
Welcome to this month’s Verde Edition where we recap recent activities impacting the customer experience landscape, share our thoughts on best practices, and help you, our readers, address some of the most pressing challenges facing CX practitioners around the world. […]
Most CX practitioners realize that creating consistently great customer experiences is not easy. Knowing which of those experiences will lead to revenue and share growth is even harder. While great CX is a challenge for all, it is a particularly knotty issue for B2B manufacturers, who labor under a number of unique customer challenges: Multiple […]
Steve Pappas, host of Science of CX podcast, sits down with Paula Courtney to dive into the science of CX and the importance of identifying and addressing pain points to boost revenue. The podcast also discusses the growing need for human connection in business settings and the challenges companies face in bringing employees back to […]
(Article originally published on April 26, 2022, updated on May 17, 2023.) It has been established that a company’s long-term success greatly depends on measuring and understanding all dimensions of the customer experience (CX) — deliver experiences that set your organization apart and solve the most damaging customer problems and, by doing so, you’ll boost […]
Connecting CX performance to financial impact is a passion for The Verde Group. Our business was founded on the principle that experiences, not attitudes, drive customer behaviors and that the linkage of experiences and behaviors helps companies understand how their customer experiences impact financial risk and opportunity. […]
As uncertainty lingers regarding the stability of the global economy and the consumer’s appetite to spend begins to wane, retailers are feeling the pinch. Long-term strategic investments in CX measurements and management programs are falling victim to short-term cost-cutting measures with the goal of achieving quarterly earnings targets. After all, the “safe bet” is to […]
Cheers to our first 20 years and here's to the next 20! […]
By Paula Courtney, CEO The Verde Group Creating consistently great customer experiences is a challenge. Knowing which of those experiences will lead to revenue and share growth is even more difficult. CX challenges are difficult for any business, but particularly for B2B manufacturers. As reported in MIT Sloan Management Review, “More than 80% of business […]
The Verde Group believes that 2023 will be the year the market fully begins to explore alternative methods to measure and manage the customer experience. […]
The customer experience (CX) trends we were seeing in late 2022 (see 2022 Customer Experience Reflections post) will continue well beyond 2023. The Verde Group has a fresh predictions on what’s in store for CX practitioners this year. With 2023 well underway, we encourage businesses to adapt and think efficiently. New ways of buying, working […]