MARCH 2023 | VOL. 8
“Quality is remembered long after price is forgotten.”
– Aldo Gucci

Welcome to the first Verde Edition newsletter for 2023. As always, we appreciate you, our readers, and look forward to providing thought-provoking and insightful CX content throughout the year. To kick off our first edition, we are resharing, amongst other articles and polls, our CX predictions for the upcoming year.

Of particular note, The Verde Group believes that 2023 will be the year the market fully begins to explore alternative methods to measure and manage the customer experience. In a recent business development call, a CX Insights Leader was sharing how she was being challenged by the C-Suite to explain why their CX beacon metric (NPS) continues to increase, yet their financial performance decreases. This conversation is not new to The Verde Group and is why we invested nearly 2 years developing a new, more financially correlated CX index. We’d enjoy sharing our solution with you!

In addition to our CX predictions, we’ve included additional features and news regarding Verde Group’s CEO, Paula Courtney’s upcoming keynote presentation in Europe. And as always, we enjoy learning more about you and your challenges and opportunities. In this month’s poll, we’d like to know what your #1 goal is…. We look forward to hearing from you.

2023 Customer Experience Predictions from The Verde Group
The customer experience (CX) trends we were seeing in late 2022 (see 2022 Customer Experience Reflections post) will continue well beyond 2023. The Verde Group has a fresh prediction on what’s in store for CX practitioners this year.

With 2023 well underway, we encourage businesses to adapt and think efficiently. New ways of buying, working, and interacting with companies will mean that customers, not just organizations, will have to acclimatize — there are new rules now. Our CX experts weigh in on 2023 customer service experience predictions:

New CX Beacon Metrics:
There is a growing sentiment that calls into question the efficacy and diagnostic acuity of legacy metrics. This will eventually challenge the status quo and bring metrics that correlate to financial performance to the forefront.

Connections with Customers:
Companies in non-traditional industries will look for purposeful, deliberate, and meaningful ways to connect with their customers outside of the purchase cycle.

Customer Feedback:
Challenges to collecting customer feedback about a business’ CX will increase – requiring the use of operational and unstructured data to augment traditional data collection methods.

The role of CXO will continue to take on new and more important meaning — organizations that align operational, sales, and service resources (and budgets) will realize the greatest gains in CX and financial performance

The Digital Age:
The convergence of digital and physical experiences will become the norm. Digital-only or physical-only experiences will significantly decline as companies continue to unlock to power of the Phygital CX landscape.
December Poll Results
March 2023 Poll
If you had to achieve only one CX objective this year, what would it be?
Achieve full organizational adoption of usage of our CX technology.
Prove that my company’s investment in CX is paying dividends.
Achieve complete organizational alignment on CX priorities.
Just get our CX program back on track.
Secure the resources I need to make a difference with our CX program.

Did you know that 28% of consumers say the most frustrating issue with self-service support is information that is simple but hard to find?
2023 is a big year for The Verde Group. The company was founded in April 2003 and since then, we've grown into one of the leading CX research consultancies in North America. Thank you for playing such a big part in our success. We couldn't have done it without you!

Throughout 2023, you will see this logo often as we celebrate our growth and success all year long. Here's to 20 more years!
NEW BLOG - The sorry state of customer service post-COVID — and what to do about it.

Verde Vice President Lori Childers looks at three areas of customer experience that aren’t quite what they used to be.

Read the full blog 👉 HERE
NPS: The Danger of its Singularity

Our CEO, Paula Courtney, revisits and builds upon our recent piece identifying challenges with legacy CX beacon metrics. Gone are the “overall” questions that have dominated customer surveys, as in “Overall, how satisfied are you with…” or “Overall, how would you rate the value of …” and the inevitable follow-up “Why?”

Read the full blog here 👉 HERE
Can Southwest Airlines Restore Their Customers' Trust?
During the busiest holiday travel week of the year, between Christmas Eve and New Year’s Eve, Southwest Airlines canceled almost 17,000 flights and left thousands of passengers stranded, separated from their luggage, and often with no options to get to their destinations.

To make matters worse, Southwest initially blamed the issue on the weather, even when no other airlines were experiencing the same level of cancellations. What really happened? A scheduling software crash that left many scheduled flights without crews. Some customers were able to rebook with other airlines, while others found ground transportation, both at a substantial expense. Many others were left stranded.

The Southwest failure resulted in widespread anger among its loyal customer base, 2 class-action lawsuits, and calls for an investigation by the Biden administration. Even after Southwest offered 25000 frequent flyer points, the damage to their reputation had already been done. But what more can be done? Experts weighed in:
  • Explain Changes Underway to Prevent Recurrence
  • Rehabilitate Reputation on Social Media
  • Keep the Frontline Informed and Listen to Their Perspectives
Reference the entire article from CMSWIRE 👉 HERE
Loyalty in Turbulent Times
Verde Group Founder and CEO, Paula Courtney, will be a keynote speaker at the Copenhagen Business Schools conference, Loyalty in Turbulent Times this March 30, 2023.

At the conference, the very latest research in the CX field is presented. Participants will be inspired by world-class international cases, and learn more about which strategies increase customer loyalty, how this is measured, and how technology and digitization affect customer loyalty and the opportunities to interact in a more efficient way.​​

At this year's conference, Paula will present Understanding the Boomerang Effect of Customer Loyalty Programs. CLICK HERE for more information on this exciting conference.
Send us your questions and stay tuned for the April newsletter to see your questions answered by one of our CX specialists.

Past Newsletters