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What Archery Can Teach Us About Delivering Great Customer Experiences

What Archery Can Teach Us About Delivering Great Customer Experiences By Karen Downes, GM Client Development. April 2025 I have been practicing archery for some time now. There are days when everything aligns—the bow, the breath, the release—and I feel as though I...

Business Growth Stems From Getting the Right Customer Feedback. Here’s How to Get It.

Business Growth Stems From Getting the Right Customer Feedback. Here’s How to Get It. Here’s one of the most effective strategies in the pursuit of making customers happy when their expectations are constantly changing. Are you seeking to foster growth and achieve better results for your business this year? In a world where customer expectations […]

Empathy Is the Key to Improving Customer Experience — and Closing More Sales

Empathy Is the Key to Improving Customer Experience — and Closing More Sales Understanding the feelings, thoughts and experiences of another person is what empathy is all about — and the best CX programs use empathy to build better experiences for their customers. Here are three tips to get you started. Economic headwinds and changing […]

How to Enable Change in Your Team and Boost Your Customer Experience

How to Enable Change in Your Team and Boost Your Customer Experience What are the keys to the improvement loop and actually implementing change? What are the top tips to getting this right? Here’s your answer. One of the biggest challenges with customer experience (CX) programs is how to go beyond tracking a net promotor score (NPS), collect […]

5 Actionable Ways to Improve Your Customer Experience

5 Actionable Ways to Improve Your Customer Experience These five tips will help you achieve better results from your customer experience program this year and how this might boost positive comments online. As leaders in designing and rolling out customer experience (CX) programs, one of the often overlooked areas is what your customers say about you online. […]

Do This to Level Up Your Customer-Experience Management Game

Do This to Level Up Your Customer-Experience Management Game CX has become a lead indicator of performance, change and company culture, but what are the best ways of fueling a passion for it among employees? In February of 2020, Harvard Business Review published an article by Rob Markey that included some of the author’s own research on customer loyalty. […]