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. […]
Blogs and Articles
The Problem with Customer Satisfaction Surveys
“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 […]
Blogs and Articles
Frustrated by Your Current CX Strategy?
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 […]
Newsletters
July 2023 Newsletter
Strategic Planning — Don't Forget About CX!
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. […]
Newsletters
June 2023 Newsletter
The Customer Experience Landscape
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. […]
Blogs and Articles
Unique CX Challenges for B2B Organizations — and a Few Strategies to Help Solve Them
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 […]
In the News
Science of CX: Implementing CX Initiatives Amidst the Current Digital Transformation with Paula Courtney
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 […]
Blogs and Articles
CX Measurement and Reporting Platforms: Unleashing the Potential
(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 […]