The Verde Group is committed to investing in the discovery and sharing of new insights, helping you stay up to date on opportunities to improve your own CX performance.
Nobody likes to hear bad news, but successful companies recognize that negative feedback is a vital mechanism for improving their products and customer service. So when they hear that there’s bad news that customers aren’t telling them, many companies assume it is product or service-related. They should be asking another question, though. Why aren’t customers […]
Customer Insight: How Logistics Raises the Bar on Customer Expectations Ask any customer shopping online when they want their order delivered, and it’s a good bet they’ll answer ‘tomorrow’. Thanks to masters of logistics like Amazon and Zappos, customers have come to expect 2-day or even 1-day shipping, sometimes at no cost. They want things […]