Candela Medical, a global leader in energy-based aesthetic devices, teamed up with The Verde Group to better understand how customer experience influences growth, retention, and overall business results.

Chief Commercial Officer Mary Trout and her team saw the need for a real change—from focusing on the company’s own perspective to truly listening to customers. The Verde Group conducted global research, combining live interviews with online feedback across key markets to pinpoint what mattered most to Candela’s customers.

These insights showed Candela exactly where to improve—whether it was product offerings, post-sale support, or customer communication. By applying what they learned across markets, Candela could focus on the changes that would make the biggest difference for customers and the business.

Because of this work, Candela established regular feedback channels with customers, improved the clinical and marketing tools it offers, and fine-tuned its support for its products and services. These steps helped customers succeed, leading to better retention, greater service use, and real growth for the business.

Trout noted that The Verde Group’s approach was different from typical customer experience programs. Their method enabled Candela to measure the financial impact of customer issues and focus on what mattered most.

If you’re ready to move beyond surface-level CX metrics and understand what’s truly driving customer behavior, The Verde Group can help. Let’s start the conversation.