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.
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 […]
Understanding the Customer Experience (CX) is the key to building a profitable and reputable company. The Verde Group’s bread and butter is pinpointing the friction in your business’ customer experience, AKA, we are in the business of protecting your revenue from risk. Our CX experts weighed-in on 2022 and how recovering from COVID impacted the […]
“Customer communication channel preference are evolving dramatically, especially post-COVID, and customers expect more personalized support than before.” ……………………………………………………………………………………………………………………………………………… By Lori Childers, Vice President – The Verde Group The COVID-19 pandemic may be over and, in most places, life feels normal again. Family gatherings have returned. People are shopping in stores, eating in restaurants, going to […]
This blog builds on our recent piece identifying challenges with legacy CX beacon metrics. ………………………………………………………………………………………………………………………………………………………………………… By Paula Courtney, CEO – The Verde Group After Fred Reichheld published The One Number You Need to Grow in the Harvard Business Review, many customer experience professionals thought they had to ask only a single question: “How likely is it that […]
In 2023, we will continue to share examples of CX success stories, thought-provoking content and as The Verde Group likes to do, challenge the status quo. But most importantly, it is our goal to provide you with the tools and information to realize the full potential of your CX efforts. […]
“… CX Index metric correlates to changes in year-over-year financial performance and that it can serve as a leading indicator of future economic performance.” ………………………………………………………………………………………………………………………………………………………………………… By Dennis Armbruster, Executive Vice President – The Verde Group As customers return to brick-and-mortar stores, retailers face headwinds like never before — margins are tighter, finding staff remains challenging, […]
How can you overcome the challenges of connecting CX insights and financial performance? At Verde Group, we believe it’s as simple as E-A-B. The E-A-B model suggests that Experiences Influence Attitudes and ultimately drive customer Behaviors (E-A-B). […]
“…engaged and empowered employees are critical to the customer experience.” ………………………………………………………………………………………………………………………………………………………………………… By Candice Troupe, Senior Vice President – The Verde Group Negative experiences – or friction — are the best predictor of whether or not a customer remains loyal to a business. That’s a fundamental conclusion The Verde Group has drawn from our learnings as […]