Customer Experience Is Not Our Responsibility

Recently a client asked me how to engage Human Resources, Legal/Risk and Finance in their customer experience journey. When my client had approached these groups about their contributions to the customer experience, the response was essentially: “We are very in favor of focusing on the customer experience and are glad that our sales and customer […]

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3 Steps to Firing Your Worst Customers

As I wrote recently, customers who are loyal to your business and contribute to your bottom line should be rewarded with an outstanding experience. But what about unprofitable customers, the ones who cost you money? Most businesses have customers who call in 10 times a month asking for credits, return items more often than not […]

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Verde Update: New Product Partnership Launched with LoyaltyOne Consulting

  Verde Group and LoyaltyOne Consulting partner to deliver innovative Customer Experience solution I am pleased to share exciting news. Verde Group has partnered with LoyaltyOne Consulting, a global customer loyalty consultancy specializing in the design and development of customer engagement strategies for Fortune 1000 brands, to develop an innovative new customer experience (CX) offering […]

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How Reward and Recognition Can Drive Customers Away

The Short Story:  Verde is seeing a significant increase in customer dissatisfaction with the reward and recognition practices of the companies they do business with.  But companies that attempt to “fix” reward and recognition often make matters worse because they misunderstand the relationship between reward/recognition and core product/service performance.  Performance on the latter is a […]

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