Insights Blogs and Articles

Providing Innovative Insights to CX Professionals

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

Is Your Customer Service Department Making Things Worse?

Having a customer service department is essential to business success. Customers who have issues with your product or service want comfort in knowing that they can speak to a representative about their concerns. There are companies such as Amazon, that have international acclaim for their stellar customer support.   On the other hand, there are […]

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Blogs and Articles

What Customer-centered Industries Can Learn From One Another

By Paula Courtney, Chief Executive Officer. It’s a never-ending battle for your customer’s business. We need all the help we can get because in most cases, we’re playing catch up to meet our customers’ ever-changing expectations. Don’t worry. You’re not alone. We can learn from others who have gone before us. Earlier this month I […]

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Blogs and Articles

4 Technologies Modernizing The Customer Experience

  By Michael Tropp, Vice President, Business Development Customer experience isn’t just about smiles and a positive attitude, at least, not anymore. While being cheerful and friendly are aspects that help build customer relationships, there are other aspects of the customer journey that could really benefit from technology to be more efficient. Shockingly enough, reports […]

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Blogs and Articles

Showing Customers That You Care In 5 Subtle Ways

When it comes to designing a superior customer experience, one can’t spend enough time and energy on the experience being delivered by customer-facing agents. According to our customer pulse database, 76% of customers report experiencing a problem with a supplier’s product or service in the previous six to twelve months. Many will never complain to […]

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Blogs and Articles

What Every Business Can Learn From These 3 Airports About The Customer Experience

 By Lori Childers, Vice President This month, the Airports Council International Airport Service Quality (ASQ) Awards released a list of the top airports in the world for customer experience. The survey asked questions to some 600,000 passengers at 343 airports, based out of 84 different countries. In the questionnaire, different aspects of each airport from […]

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Blogs and Articles

Why Are Recommendations So Important?

I recently wrote a piece which discussed some of the main aspects to consider when building a Net Promoter Score (NPS). Your NPS gauges how loyal your customers are, and with loyalty comes an increased amount of recommendations or Word of Mouth Marketing (WOMM). Consumers are 77% more likely to buy a product if it’s […]

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Blogs and Articles

Three things to consider when building a Net Promoter Score (NPS)

A business can sink millions of dollars into marketing campaigns with the aim of getting a lot of visibility. But, we’re here to tell you that visibility doesn’t mean much if no one is willing to recommend your business to anyone else. Unsurprisingly, 90% of consumers read online reviews about a business before visiting it. […]

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Blogs and Articles

Top 5 Customer Experience Mistakes to Avoid in 2019

Going into 2019, the customer experience is still one of the biggest trends driving business success. In fact, roughly 84% of consumers agree that the key to winning them over is to treat them as people and not as numbers. While organizations are taking note of this and changing their models to better suit the […]

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Blogs and Articles

5 statistics that prove the importance of customer reward and recognition

Our CEO, Paula Courtney, recently wrote an article regarding the four major customer experience trends happening in 2019. As a follow up to her article, we thought we would dig a bit deeper into one of the 2019 trends which we’ve seen emerging for many years: reward and recognition (R&R) for customers. Rewarding and recognizing […]

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