NOT another airline horror story


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


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


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?


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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