The Verde Group

Problems Into Profits


The Verde Group is a customer experience consultancy, creating value by employing a proprietary research methodology that is based on a fundamental principle of human behavior: Individuals are far more likely to take action in response to negative events than positive ones.

Did you know that an increase of just 5% in customer retention can account for a 25-95% increase in profits? Our proven methodology strategically and operationally aligns your CX stakeholders—from C-Suite to front line—around your most financially impactful customer interactions. We collaborate with our client partners to reduce customer dissatisfaction and create enduring CX change that results in increased revenue. Download the PDF to learn more.

Benefits To Our Clients


The Verde Group delivers a detailed analysis of your customer journey and identifies the few customer experiences that really matter to your business’s top line.


Our proven analysis identifies the actual specific experiences your customers care about most and to take action to drive positive behavior change.


We know that it takes organizational alignment to truly impact a change to your customer experience that is why organization and stakeholder management is an integral part of our partnership with you.


We work with you to develop and implement a customized approach for your organization to proactively identify and intercept customers exhibiting current or pending loyalty risk. All this can be measured and tracked over time.

Leadership and Management Team

From financial services to manufacturing, our leaders have expertise across a wide variety of industries. These diverse viewpoints result in new and fresh perspectives that deliver value to our clients. We work alongside our clients every step of the way to anticipate and overcome all the barriers to change. What you see is what you get – the passionate people you meet on day one are the same individuals that will see your project through to completion.

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Paula Courtney


A passionate change agent and entrepreneur, she believes that organizations remain competitive and profitable when they are brilliant at the basics of service delivery. As CEO of The Verde Group, a research consultancy specializing in helping companies improve customer retention, Paula leads the development of new research methods for helping companies link customer and employee experiences to financial outcomes.

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Jon Skinner


Jon has more than 20 years’ experience in helping clients and organizations raise customer value through improved customer insight, relevance, satisfaction and operational excellence. Spanning both B2B and consumer categories, he has consulted to market leading companies across the Financial Services, Pharmaceuticals and Medical, Telecommunications, Software and Consumer Package Goods verticals designing and implementing programs to grow customer value.

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Gord Ripley


An experienced executive manager in the loyalty research and analytics space, Gord has over two decades of experience managing the operational complexities of enterprise-wide customer experience programs for North America’s largest organizations. Adept at optimizing existing processes and developing new ones that deliver greater client efficiencies and new sources of client value, Gord oversees all operations at Verde Group.

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Sandie Parker


Sandie specializes in consulting with clients in the areas of customer experience and loyalty assessment, sales force research and strategy, measurement and reporting. Her expertise encompasses both qualitative and quantitative research and facilitation of strategic action planning. Sandie has extensive background in the financial services industry including retail brokerage, wealth management and financial planning, investments and securities, insurance, commercial and investment banking, and contact centers.

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Lori Childers


Lori Childers is Vice President, Client Solutions who oversees customer loyalty and retention-related market research engagements for The Verde Group’s large U.S. and internationally-based clients. Lori applies her 25+ years of management consulting and project management experience to these projects to discern actionable insights for her clients.

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Christine Young


Christine has over 20 years’ experience in the market research industry and specializes in program development and consulting with clients in the area of customer experience and loyalty. Christine works with the client to build, measure and optimize their customer experience programs, with a focus on operational excellence and consistent delivery of high-quality CEM programs.

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Karen Preston


Karen is a Chartered Professional Accountant (CPA, CA) with over 25 years’ experience in financial management roles. Karen brings a broad range of financial management expertise to The Verde Group, from financial reporting and analysis to the management of accounts payable, accounts receivable and inventory. Prior to joining the company, Karen worked in accounting and audit in a variety of industries, including public relations, mining, manufacturing and energy.

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Charissa Cisneros


Charissa has over 12 years’ experience supporting senior level executives. She has extensive experience in organization, event planning and office management. Having held positions in various other companies prior to joining The Verde Group, Charissa is able to tailor her skills to meet the needs of corporate clients and her team.

Are you ready to unleash the power of your customer experience?