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.
The Verde Group helps you answer one of your most critical questions to achieving and maintaining business success:
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.
How is my brand performing?
How much revenue is my business losing due to negative customer experiences?
How do I rank versus the competition?
Where do market opportunities exist?
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?
The Verde Group’s expertise ranges across all channels and areas of your business:
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.