NOT another airline horror story

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With all the focus recently on poor (even outrageous!) airline customer service, I wanted to highlight one airline that appears to be getting it right.  Norwegian Air is a relatively new player, but is getting some significant attention.  Norwegian was named one of Fast Company’s 10 Most Innovative Companies in Travel for 2017, the only airline …
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Fast Company’s 100 Most Creative People in Business

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Yesterday, Fast Company came out with their list of The Most Creative People in Business for 2017. I personally look forward to their list each year. I find it a great way to keep on top of some of the innovative and creative leaders who are on the rise. This year’s list did not disappoint. …
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Listening to Customers to Deliver the Ultimate Customer Experience

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Understanding the customer journey to improve the customer experience is hot on most company’s lists of key initiatives.  Customer journeys can be a powerful tool to help streamline and improve processes, minimize the amount of work that needs to be done, and leave your customers happy and satisfied in working with you. In a recent …
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Running a Customer Advisory Board? Avoid these 3 common pitfalls.

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Setting up a Customer Advisory Board (CAB) can be a powerful way to get ongoing feedback from your customers.  As facilitators, we’ve set-up and moderated quite a few CAB meetings, and over time we have seen there are three common pitfalls that can derail companies from their CAB goals, while also frustrating the customers. Common …
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Top 10 Innovation Infusions: Do Some Doodling

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Our Top Ten Innovation Infusions are fun and effective actions you can use along with your other innovation efforts. Most are quick and easy, some require a little more planning, but all of them are great ways to infuse innovation into your team, whether you are embarking on a larger innovation culture shift or are …
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Focusing on User Needs to Drive Innovation

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There is no question that Google has brought us some great products – from Google Maps to You Tube and Chrome.  They also continue to try to solve some very challenging technical problems – a computer platform on a pair of glasses and self-driving cars to name a few.  For many reasons, these new technologies …
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Using Non-Traditional Insights to Drive Product Design

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At Clearworks we continually keep up with new and different research techniques that go beyond focus groups and other traditional methods, to help companies immerse themselves in their customer’s world.  I recently saw an article that highlighted some of these research techniques such as ethnographic research, digital diaries, customer co-creation etc. We are big believers …
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A Guide to Gen Z

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Here at Clearworks we’ve done a lot of research on various generations, especially Millennials.  But as the mom of two teenagers I have long been fascinated with Gen Z, those that are now between 5 and 20 years old.  While we have studied this group as part of our work for clients, we also follow …
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Is Walmart About to Help Make the Smarthome Mainstream?

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The recent launch of Apple’s HomeKit app as part of iOS10 and the success of Amazon’s Echo has put the news spotlight back on the smarthome. Perhaps the entrance of a new giant – Walmart – can accelerate adoption of smarthome technologies which have been the perennial “next big thing.” Walmart intends to play the …
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