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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Clearworks Conversations: Developing Customer Centric Strategies

Our Clearworks Conversations Blog Series features interviews with leaders who we feel have a unique perspective to share. In this blog post, Clearworks’ Noël Adams interviews Katie Tamony, Chief Communications Officer, Social Interest Solutions about using research to develop customer centric strategies. Noël: As a CMO and Communications Officer where does customer research fit into …
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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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Why Curiosity Matters

At Clearworks curiosity plays a big role in the work that we do, listening to and observing customers and sharing those insights with our clients so they can build more compelling products, services, and experiences. I recently read The Business Case for Curiosity in Harvard Business Review.   Francesca Gino, a Professor at Harvard Business School, …
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Interviewing Customers to Get at Their Jobs to be Done

Want to talk to your customers using the Jobs to be Done concepts first introduced by Clayton Christensen?  Not sure how to put the theory into practice?  In an earlier post I talked about how we use Jobs to be Done in our customer research, as a simple and straightforward way to frame a discussion …
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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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Maximizing Product Launch Success with Process Mapping

Are you feeling unsure about whether your organization is ready to support the launch of your new product or service?  Do the other departments know their role in supporting your new line of business?    Will your current sales process work with your new product?  Are you ready to invoice and collect revenue? Years ago, I …
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Lessons Learned from the Craft Beer Industry

As I was skimming through the latest issue of strategy + business, I came across an article about the craft beer industry, and the challenge it faces in continuing to grow.   Many of our clients have similar challenges, inherent when a market moves from a high-growth phase into more of a mature phase.  “Wait, why …
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Thinking About ‘Design Thinking’?

If you’re in a position that leads or supports the development of new products, services, experiences or processes you have probably come across the term ‘Design Thinking.’ While not new, the term and the approach seem to be experiencing a resurgence.  Want help implementing Design Thinking? There’s an entire ecosystem of consultants, courses and books …
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