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.
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 […]
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. […]
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 […]
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. […]
“Customers who had the best past experiences spend 140% more compared to those who had the poorest past experiences.” Peter Kriss, Harvard Business Review Nearly three decades ago, Jones and Sasser published the infamous piece “Why Satisfied Customers Defect”. Many companies conduct regular customer satisfaction research with the belief that there’s a direct link between […]
Frustrated with the lack of progress in implementing successful CX change initiatives? Join the crowd… According to a Forrester June 2023 report, CX quality among brands in the US declined for an unprecedented second year in a row. Despite more than 80% of business leaders indicating that improving CX is a high priority, just 6% of […]
In the Verde Group's July newsletter, we review the challenges that many organizations face in injecting the voice of the customer and specifically the role that customer experience can play in driving improved financial 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 […]