We sit down with leaders in customer & employee experience to tease out new mindsets, core principles and best practices. Built specifically for leaders in sports & entertainment.

This week on Flip the Switch, we are joined by Paula Courtney, CEO of the Verde Group.  Partnering with many Fortune 100 companies, the Verde Group brings unique methods to studying consumer behavior and improving the customer experience. Rather than asking “How was your experience?” Paula and her team probe for customer dissatisfaction. Their research has demonstrated that innovating off of points of friction and restoring consumer confidence have a greater financial impact on organizations.  This episode dives into the five key elements of consumer choice, knowing your customer and maintaining their loyalty.  

3:13 The “Re-Imagined Consumer” and their Revised Personal Purpose

6:43 The 5 Key Elements to Consumer Choice

11:36 Identifying Moments that Matter in the Experience

15:12 Factors that Influence Net Promoter Scores

17:28 Creating Actionable Insights > Measuring Attitudes

19:29 The Impact of Negative Experiences on the Bottom Line

24:06 Studying the “Wow” Factor

26:05 How Do You Want to Receive Customer Support?

28:22 The Only Currency That Matters

33:08 Unique Service Recovery Tools

36:21 The Customer Super Agent

40:54 Recognize, Not Reward Your Loyal Customers

44:54 Paula’s Billboard


For more info on topics covered in this episode, check out:

The Verde Group

Verde Group Studies and White Papers

Consumers Aren’t Feeling the Love, Here’s How to Change That 

Exploring the Loyalty / CX Connection

The Great Payoff of Delivering Wow!

The Reimagined Consumer  

Connect with Paula via Twitter or LinkedIn and follow the Verde Group for more insights (Twitter | LinkedIn)


consumer behavior, customer experience, customer loyalty, fan engagement, fan experience, fandom, sports business, sports marketing, Verde Group

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