Why Your Definition of Customer Experience is Probably Outdated

A January 2017 report from Harvard Business Review Analytics Services (link below) reveals that global business leaders increasingly view social media as a foundational enabler of customer experience. While you’ll likely not be surprised that 86% of business leaders agree that customer experience is vital for success, only 34% of companies feel they have the …
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2017 Innovators in Packaging

Earlier this week, the winners of the 2017 DuPont Award for Packaging Innovation were announced.  At Clearworks, we love to see innovations of all kinds, so the article caught my eye.  This international competition identifies and awards innovations in packaging design, materials, technology and processes. This year’s packaging innovation winners hit on some common elements …
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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

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

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.

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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