The Verde Group

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		Spring 2009 Verde/Wharton Retail Study: Discovering "WOW" A Study of Great Retail Shopping Experiences in North America $1,995 USD Electronic Download
This study, which is the sixth in Verde/Wharton's series of retail experience studies, surveyed 1,006 North American shoppers to explore what constitutes "WOW" shopping experiences those retail interactions that surprise and delight the customer, and that build long term loyalty to a retailer. Specifically, it explored: How do shoppers define great retail experiences? How frequently do they occur? Do they vary by gender, age, country or store type? Which great experiences matter most to loyalty and a stores bottom line? Findings include detail on the impact of "WOW" experiences on shoppers depending on criteria such as age and gender. Additionally, the study outlines the five pillars of a great shopping experience, and what retailers must do to create them.

		Fall 2008 Verde/Wharton Retail Study "The Shopping Mall: A Study on Customer Experience" $1,495 USD Electronic Download
Based on responses from 917 telephone interviews conducted in the fall of 2008. Study covers problems encountered by shoppers when shopping within a mall environment with focus on the drivers of satisfaction and loyalty pertaining to the mall itself, as opposed to those drivers associated with individual stores. Findings include detail on shopping patterns and preferences of mall shoppers, mall characteristics that build shopper satisfaction and loyalty, aspects of the mall experience that drive shoppers away and damage market reputation, and how shopper mall experiences vary by type of mall (enclosed or open air), shopper age, gender and employment status, history of visits to a given mall and time spent shopping. Concludes that "Discovery" related problems -- those that render a mall less interesting to its shoppers -- are most damaging to mall loyalty, traffic and market reputation

		Fall 2007 Verde/Wharton/WomenCertified Retail Study "He Buys, She Shops: A Study of Gender Differences in the Retail Experience" $1,495 USD Electronic Download
Based on responses from 1205 telephone interviews conducted in the fall of 2007. Study covers problems encountered by shoppers and their impact on key market behaviors, with particular emphasis on gender differences in the shopping experience. Findings include detail on problem impact on likelihood of purchasing items from the company over the next year, negative word-of-mouth and positive referrals. Includes analysis of “Sales Associate Archetypes” and the competencies necessary for Sales Associates to build loyalty and satisfaction. Provides detailed breakouts by purchase categories (e.g. apparel, electronics, home improvement), gender and age. Concludes that women are more engaged with the shopping experience than men with loyalty dynamics more dependent on the quality of sales associate interactions, whereas male loyalty is more dependent on product and shopping efficiency.

		Spring 2007 Verde/Wharton Retail Study "The Sales Associate" $1,495 USD Electronic Download
Third annual study of retail dissatisfaction, conducted in conjunction with the Baker Retailing Initiative at Wharton Business School. Based on responses from 1000 telephone interviews conducted in the Spring of 2007. Study covers problems encountered by shoppers and their impact on key market behaviors, with particular emphasis on problems associated with Sales Associates. Findings include detail on problem impact on likelihood of purchasing items from the company over the next year, negative word-of-mouth and positive referrals. Special analysis of “Sales Associate Archetypes” and the competencies necessary for Sales Associates to build loyalty and satisfaction. Provides detailed breakouts by retail categories (e.g. mass merchants vs. specialty stores), gender, age and region (Northeast, South, Midwest, West). Concludes that Sales Associate issues are more detrimental to retailers than Store issues as measured by shopper satisfaction, loyalty and negative word-of-mouth.

		2006 Verde/Wharton Retail Study "Retail Customer Dissatisfaction" $1,495 USD Electronic Download
Study conducted in conjunction with the Baker Retailing Initiative at Wharton Business School. Based on responses from 1186 telephone interviews conducted over the 2005 holiday shopping season. Details problems encountered by shoppers and their impact on key market behaviors, including: Likelihood of purchasing items from the company over the next year; negative word-of-mouth; and positive referrals. Provides details breakouts by retail categories (e.g. mass merchants vs. specialty stores); gender; and region (Northeast, South, Midwest, West). Includes information on use of gift cards and problems experienced with product returns. Concludes that the negative experiences of every 100 shoppers results in the loss of 32 to 36 shoppers due to customer defection and negative word-of-mouth.

		How to Profit from Customer Dissatisfaction - A White Paper $250 USD Electronic Download
Presents the costs and effects of customer dissatisfaction based on responses from 25,000 individuals in 26 studies conducted from 1999 to 2004. Demonstrates that on average, 21% of a typical North American companys revenue is at risk based on customer dissatisfaction. Discusses the effects of problem experiences on loyalty and negative word-of-mouth, and compares outcomes for customers who contact a company about their problems vs. those who do not. Argues that customer satisfaction measures do not adequately capture revenue at risk, and provides recommendations for mitigating risk and converting dissatisfaction into profits.

		And she told five friends - Canadian Retail Study $250 USD Electronic Download
Study conducted in Canada during the early holiday shopping season of 2004 using telephone interviews with over 1000 Canadian households. The report details a variety of problems encountered by shoppers and their impact on key market behaviors, including: Likelihood of purchasing items from the company over the next year; negative word-of-mouth; and positive referrals. Report details include comparisons of Quebec and Ontario, gender differences, and type of item/service purchased. The findings demonstrate the very adverse effects of negative word-of-mouthand the problems most associated with it. Concludes that a customer service representatives lack of knowledge about the product or service generates the most negative word-of-mouthand those who report this as their most important problem tell about five other people about their problem.

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