Our proprietary research methodology is based on decades of social science academic research and practical business application. We know that 76% of customers experience at least one problem with a company’s products/services over a 6-12 month period.

Our approach will identify which specific experiences are driving unwanted behaviors, isolate those with the greatest negative impact on customer value and prioritize all experiences on the basis of financial impact to your business. You can financially quantify the impact of a specific customer experience and measure the return on investment for your initiatives.

@Risk Analysis

Dissatisfaction is statistically much more predictive of what a customer will do than satisfaction. A detailed understanding of specific problem experiences is significantly more actionable than a generalized view of “satisfiers”.

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Revenue@Risk

Find out the answer to the million dollar question: which sub-optimal customer experiences are costing you revenue and share?

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Performance@Risk

Identify how your sales rep behaviors—or the behaviors of any customer facing agent—build or degrade your customer spend behaviors and loyalty.

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Reputation@Risk

What are people saying about your brand? Identify the specific actions necessary to improve customer word-of-mouth behaviors and strengthen brand equity.

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Adherance@Risk

For our pharmaceutical clients, this methodology is focused on the patient experience. It identifies in how patient problem experiences across the care spectrum impair adherence and degrade wellness behavior.

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TouchPoint 360

This is a Closed Loop Tracking program designed to provide you with the opportunity to proactively identify customers exhibiting current or pending loyalty risk and contact those customers to address their issues and recapture their loyalty.

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CustomerPulse Dashboard

An effective customized dashboard to keep your organization focused on what matters most in improving customer engagement.

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Transformation Consulting Support

Consulting services to help our clients take decisive action on delivering market-leading customer experiences that grow topline revenue and market share. We focus on our clients’ most critical issues and opportunities: product innovation, market entry, customer care, organizational alignment across all industries and geographies.

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Contact us with your questions about our methodology

A Special Announcement From The Verde Group: Unveiling the New and Improved Website Along With Branding Goals

  After 16 years, The Verde Group is thrilled to reveal our refreshed brand identity and revamped website. Our business has grown and evolved over many years, and we felt it was time for a change. We have refreshed our logo and website to reflect who we are today and to symbolize our future. We […]

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Each month the Verde executive team shares their discoveries, insights, trends and practical recommendations.

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