Insights Blogs and Articles

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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.

Blogs and Articles

CX Is Not Like Box Of Chocolates: Why Surprise Can Be The Enemy Of Delight

By Paula Courtney, CEO – The Verde Group Life, Forrest Gump famously said, is like a box of chocolates. CX, on the other hand, definitely isn’t anything like his view on life: as a customer, you should always know what you’re going to get. I was recently at a small chocolate boutique retailer purchasing truffles […]

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Blogs and Articles

Logistics and Shipping: Setting Expectations and Building Customer Loyalty

By Paula Courtney, CEO – The Verde Group Logistics and shipping weren’t something that most end customers used to think about much — unless something went wrong. It was a lot easier back then when expectations simply centered around getting a purchase via FedEx or UPS once in a while in one piece and within […]

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Blogs and Articles

Consumers Aren’t Feeling The Love – Here’s How To Change That

By Paula Courtney CEO, The Verde Group. In my last blog post, I talked about evolving customer expectations and I mentioned a possible canary in the coalmine retailers would be wise to pay attention to right now: the dissatisfaction and frustrations many customers have with problem resolution and support and its potential impact on loyalty […]

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Blogs and Articles

Be The Go-To: Our Conversation with Theresa M. Lina

Recently, The Verde Group hosted a webinar featuring best-selling author Theresa M. Lina, creator of The Apollo Method. The Apollo Method outlines the process organizations can implement to own their competitive market, charge more and have customers love them for it. The insightful book, available on Amazon, showcases such industry innovators as Apple, Tesla, Amazon […]

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Blogs and Articles

Going Undercover To Understand Customer Behavior

  Lori Childers, Vice President Client Solutions, Verde Group “You can’t understand someone until you walk a mile in their shoes.” It’s a timeless and powerful call for us to be more empathetic, one we’d all do well to remember more often in our personal lives. But it also turns out it’s also an indispensable […]

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Blogs and Articles

Emotion Versus Reason: A Key To Understanding Long-Term Loyalty

A few weeks ago, I hit a patch of ice driving down a mountainside and crashed into a snowbank. I wasn’t injured but I was definitely shaken. To make matters worse, it was 10° F outside and I’d left my coat in town. Oh, and my gas tank was nearly empty. As is usually the […]

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Blogs and Articles

6 Ways Retailing Is Changing For The Better

By Paula Courtney, CEO. It’s an exciting time to be immersed in the cutting-edge world of retail technology and the perennial challenge of better engaging with customers. I was reminded of this recently when I attended the annual CEO summit hosted by the Wharton School’s Baker Retailing Center. The daylong conference, attended by thought leaders […]

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Blogs and Articles

Market Research: It’s Not An End – Just The Beginning

By Lori Childers, Senior VP. Imagine going to see your doctor for an annual physical and he or she tells you your weight or blood pressure is too high. Hey, it happens to most of us at some point. The key is what you do with that information moving forward. Do you put together a […]

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