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Newsletters

September 2026 Newsletter
The Evolution of Voice of Customer Programs

In our Q3 Verde Edition, we explore how Voice of Customer programs have evolved. With more data than ever, retail organizations must convert insights into strategic business decisions. It's essential to understand which customer issues create financial risks and how to prioritize them effectively. Discover how combining customer feedback, operational data, and financial insights can elevate your retail organization's decision-making capabilities. Learn how to enhance your VoC initiatives with The Verde Group. […]

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Blogs and Articles

Why Retail Customer Insights Often Fail to Drive Business Decisions

Retailers are not suffering from a lack of customer feedback. They lack business context. Walk into almost any retail organization today, and you will find no shortage of customer data: Net Promoter Scores, satisfaction surveys, reviews, social media, contact center transcripts, online comments, loyalty data, and behavioral signals. Yet despite this abundance of insight, many […]

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Case Studies and White Papers

Understanding the Boomerang Effect of Loyalty Programs

Findings from the Wharton Baker Retailing Center & The Verde Group Consumer Loyalty Study, April 2021 Companies strive to build customer loyalty to increase market share. To accomplish this, they invest in several areas including pricing, promotion, product assortment, digital channels, logistics, and operations. They also invest billions in loyalty programs to identify customer needs […]

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Blogs and Articles

AI Is Changing Customer Feedback. But It Can’t Tell You What It’s Worth.

Artificial intelligence has fundamentally changed how organizations collect customer feedback. Customer satisfaction surveys can now be generated automatically, personalized in real time, analyzed in seconds, and even conducted as dynamic conversations. AI can summarize thousands of customer comments, detect emerging themes, identify sentiment, and even predict potential churn before a customer voices a complaint. For […]

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Newsletters

June 2026 Newsletter
Better Business Decisions via Voice of Customer Insights

Where is friction quietly draining your revenue? Our Q2 newsletter, "Better Business Decisions via Voice of Customer Insights," digs into the questions keeping financial services and insurance executives up at night — from customer attrition and digital adoption to commercial banking retention. Plus: five experience factors that drive B2B banking loyalty, and a preview of PaulaCourtney.com, launching this summer. […]

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Blogs and Articles

Rethinking Value in Commercial Banking: What Really Drives Retention and Growth

Maintaining market share in commercial banking is about more than products, rates, or pricing strategies. Today’s commercial clients expect seamless, valuable, and easy-to-navigate experiences. Yet despite ongoing investments in technology, service delivery, and relationship management, many institutions continue to face familiar challenges: Retaining clients and reducing attrition Improving onboarding and implementation experiences Accelerating lending and […]

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In the News

Verde Client Success Story: Mary Trout with Candela Medical

Candela Medical, a global leader in energy-based aesthetic devices, teamed up with The Verde Group to better understand how customer experience influences growth, retention, and overall business results. Chief Commercial Officer Mary Trout and her team saw the need for a real change—from focusing on the company’s own perspective to truly listening to customers. The […]

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Newsletters

March 2026 Newsletter
Attaining Revenue Growth Objectives Via VoC Insights

Customer experience is a direct driver of revenue, retention, and growth—especially in complex B2B environments where early warning signs like declining reorders or service friction often go unnoticed. This edition explores how organizations miss these signals, why traditional metrics fall short, and how structured, outcome-linked VoC programs can uncover opportunities already within reach while reducing revenue at risk. […]

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Blogs and Articles

Where B2B Customer Experience Breaks Down — and What Manufacturers Can Do About It

B2B customer experience in manufacturing has become a competitive battleground. A recent Salesforce study from 2023-2024 found that over 80% of business buyers now expect a B2C-level customer experience—yet many manufacturers still struggle to pinpoint which experiences truly influence revenue and retention. The problem isn’t a lack of data—it’s a lack of clarity about which experiences […]

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Case Studies and White Papers

Global Customer Experience Transformation: Unlocking Revenue Growth Through Behavioral CX Measurement

Executive Summary: Customer Experience Transformation Case Study A global medical device manufacturer selected The Verde Group to lead a customer experience transformation initiative, conducting a comprehensive CX assessment across four major markets: the United States, Japan, China, and Direct International markets. The project’s goal was to understand how customer experience affects loyalty, repurchase intent, and […]

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