Better Understand Customers through their Jobs to be Done

There is a lot of talk about Jobs to be Done lately, given the popularity of Clayton Christensen’s latest book on innovation, Competing Against Luck. But what many don’t realize is Jobs theory has been around for over 20 years, first popularized in the 1990’s by Christensen and his colleagues at Harvard Business School.  Through …
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A total eclipse of the… Brand?

America was consumed earlier this week with the solar eclipse, and that means there were also quite a few companies and people capitalizing on this unique event.  The eclipse-oriented products sold were designed to help customers either enjoy or commemorate the event. In the Forbes Article, Solar Eclipse Marketing: How Retailers Can Use Special Events To …
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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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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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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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Setting Up a Quick-Turn Innovation Team – Part 2

Part 2: Training, Tools and Support  In the first blog post of this series we covered some basic things to consider when putting together a quick-turn innovation team to address a specific challenge. After you select your team, provide that team with training and tools and ensure they have the support they need to be …
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Setting Up a Quick Turn Innovation Team – Part 1

Part 1: Picking the Right People We love the innovation strategy work that we do and are big proponents of helping companies incorporate innovation into every part of the organization, so that everyone considers it part of their job AND has the tools and training needed to innovate. But there are times when there is …
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Using Customer Journey Mapping to Understand Gaps in the Market

We love to see the tremendous impact mapping a customer experience, or journey, can have on a company’s understanding of customers – both existing customers already using their products/services and potential customers who may have some pain points that company can fill. Mini Case Study:  One of our clients, an online real estate company, wanted …
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When it Comes to Customer Service, Think Big and Broad

Everyone seems to be talking customer experience these days, and lots of companies try to improve their customer’s experience by implementing incremental changes in the customer service organization.  But after years of working in and with customer support organizations, I have seen that incremental often doesn’t cut it.  A tweaked script really isn’t going to …
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Business Meets Humor

color swirl

Want to laugh, a lot? Think about attending the FunnyBizz 2016 Conference in San Francisco, coming up June 9. I attended the 2015 conference and have never laughed so hard during a day of “work” before! And although the presenters were very entertaining (several are comics), they shared great ideas that many of us took …
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