Here’s to a new beginning with Genesys
Ahoy Bryon and the rest of the Genesys team! I was very excited to receive an invitation to chat from Bryon, especially after seeing how Genesys values empathy, collaboration, and “going big”. It’s the and, kind of culture I’m looking for. I really appreciate your commitment to personalizing the customer experience. One of my copywriter heroes, Howard Luck Gossage, used to say, “I don’t know how to speak to everybody, only to somebody.” I would imagine that it’s as true for the customer experience work that you do as it is for copywriting, so let’s see if we’re a good match!
Matching up with the Genesys values
Embrace Empathy
Deep Genomics utilizes AI and mRNA technology to help find cures and treatments for rare diseases. The trouble was that investors and other stakeholders didn’t always have a firm grasp of how artificial intelligence and genetics worked—let alone how they worked together. So, my team at Splainers put ourselves in the shoes of the bewildered uninitiated, embraced the empathy, and created a video series that explained it in a simple but memorable way.
Fly in formation
Walking into a cell phone store can be overwhelming. Which device is right for me? Which plan makes the most sense? Why should I pick one carrier over another?
To help customers navigate their way, T-Mobile tapped The Garrigan Lyman Group to help create a seamless in-store digital experience. As a copywriter, I worked hand-in-hand with a tight team of designers, UXers, developers, and customer service associates to create digital displays and tools to lead customers on their retail journey. With every digital property we created, we asked the same questions: Will the customer immediately get it? Will it capture their imagination? Is it intuitive to use? If any one of us answered “no” to one of those questions, we went back to the drawing board.
No other team taught me more about the customer experience than our digital retail group and I hope I can bring that collaborative spirit to my work at Genesys.
Go big
Tennis legend Li Na was going to retire and Babolat wanted to help her fans say goodbye. With only a few days of production time, we created the award-winning #LoveLi social media campaign and found a simple way to capture the love and personalize the experience—all while delivering the metrics that really mattered.
50 million impressions in five days
120 million impressions in two weeks
230% increase in Babolat’s Twitter engagement
What you’ll get from Cliff McCloe
The experience you’re looking for
For the past 12 years, I have collaborated with designers, producers, strategists, and video artists to create website copy, digital ads, social media campaigns, internal communications, blog posts, and email campaigns. I have also written, creative-directed, and account-managed hundreds of explanation videos. I’ve explained everything from mRNA technology to SaaS, from cancer to financial planning. And I’m very proud to have helped McKinsey & Company build 13 online learning courses that have been used by hundreds of thousands of people across the globe.
Technology industry know-how
I’ve helped create hundreds of web, social media, video and digital retail assets for T-Mobile and have been proud to create work for other technology companies like AT&T, Workplace for Facebook, and Splunk.
Leadership at every step
I’ve led clients and internal teams at every phase. The Tone-Setting First Call. The Nitty-Gritty Strategy Session. The Free-For-All Concepting Meeting. The Follow-Up Laser-Focused Concepting Meeting. The First Client Preso (aka The Big Show). The Egos-Be-Damned Production Frenzy. The “I-Can’t-Wait-To-Work-With-Your-Team-Again” Post-Delivery Call & Backslapping Session.
A veteran storyteller who puts the audience at the center of everything
I have performed in thousands of audience-interactive improv shows at the SAK Comedy Lab and at Universal Studios Orlando, which pretty much gives me a dual Master’s Degree in Collaboration and “Making Wonderful Things Out of What the Audience Gives Us.” Improv taught me that if you want to take your audience somewhere cool, you have to start by meeting them where they are. But after exploring your website and approach to customer experience, it’s obvious I don’t have to explain that to you.
Looking forward to talking soon!
Cheers,
Cliff
