Helping Retailers Solve Their Most Critical CX Challenges

For a typical Retailer, negative experiences put about 16% of revenue at risk

If you’re like many Retailers, you have a blind spot: you likely don’t know which specific customer problems are driving your business performance.

But there’s a proven way to fix that. By understanding which negative experiences — in-store and/or online — cause shoppers to complain more, buy less or, worst, not buy at all, you can set apart and target the right omni-channel customer experiences to invest in, delight customers on their own terms and drive your sales and profits higher.

Our Areas of Expertise Span Traditional Omni-Channel & Online Pure Play Retail Models

Specialty Retail
Department Stores
Mass Merchandisers
Grocery and Pharmacy Retail
Category Killers
Convenience Stores and Quick Service Restaurants

How We Help

The Verde Group helps you answer one of your most critical questions to achieving and maintaining business success:

“Where should I invest in the customer experience to increase sales and grow market share?”

In fact, we answer it by providing you with a financially-focused way of understanding your customers’ experiences, offering valuable context about your brand’s performance to inform your CX strategies and initiatives. Our work will deliver insights at the banner and store level, by customer segment and versus your competition.

Brand Performance

How is my brand performing?

How much revenue is my business losing due to negative customer experiences?

Industry opportunities

How do I rank versus the competition?

Where do market opportunities exist?

Omni-Channel CX Challenges

What problems do my customers experience?

What impact do these negative experiences have on revenue and profits?

Which can I fix to increase business performance?


Our Functional Focus

The Verde Group’s expertise ranges across all channels and areas of your business:

Retail Operations And Customer Care
Merchandising and Product Distribution
Digital Transformation
Product Performance and Usage
Marketing and Communications

Learn about how we helped an industry leading retail business.

Increasing Revenue

At The Verde Group, we collaborate with you to reduce customer dissatisfaction and create enduring CX change that drives increased revenue for your organization.

We focus on friction. The reality is that customers no longer evaluate your performance solely against category competition, but against all shopping interactions. Retailers that fail to capture and understand the entire customer shopping journey disappoint customers and miss opportunities to innovate.

Our proven methodology allows you to identify, prioritize and address customer experience problems that have a negative financial impact on your business. In other words, we help you isolate the “critical few” problem experiences from the “trivial many”, so you can invest in experiences that represent the greatest revenue and market share upside.

Identify the “most damaging problems”
Pinpoint loyalty drivers that stimulate growth
Focus on solving the problems that matter most for maximum ROI

Our phased Approach, common to our suite of Solutions delivers breakthrough insights in to drivers of customer loyalty, spend and value.

Discover Our Solutions Learn About Our Approach

Ready to unleash the power of your customer experience?