Clearworks Conversations: Mapping the Health Insurance Customer Journey

Our Clearworks Conversations Blog Series features interviews with leaders who we feel have a unique perspective to share. In this blog post, Noël interviews Beckie Brooks, Manager, Strategy – Consumer Experience, Blue Cross of North Carolina. Noël: Why did your team decide to embark on journey mapping? Beckie: Let me start out by saying this:  …
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We have personas… now what? Bring your Personas to Life!

You understand how personas can help you with your design, product, and marketing strategies.  You made the significant investment to develop personas.  Now what?  Do internal stakeholders know they exist and understand the power in using personas? If you are struggling with how to get personas socialized and at the forefront of driving strategies throughout …
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Ideating Your Way to a Better Employee Experience

You have probably conducted ideation sessions internally to come up with new ideas for products or services. You may have also brought in customers to help you ideate on the next big revenue generator for your business. BUT, have you ever considered bringing in your employees to really understand what is important to them and …
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In Customer Experience…. Sweat the Small Stuff

I recently attended an innovation conference in Boston – a city that I love to visit, especially when it gives me the opportunity to escape the heat of Texas in the summer and trade 95+ temperatures for 60-degree weather. I stayed for two nights at a brand new concept hotel that has started to pop-up …
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Why Your Definition of Customer Experience is Probably Outdated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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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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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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Can Design Drive Behavior?

I recently read Nir Eyal’s article “How Technology Tricks you into Tipping More” and was struck by the power of design to drive consumer behavior.  By displaying tipping options in digital payment systems, taxi drivers have earned 38% more in tips. People are given 3 tip options and, according to the research, are most likely …
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