Nucleus Blog

James Grieve

Find me on:

Recent Posts

The Experience Economy Part 19 – Managing Your Customers

Posted by James Grieve on Mar 20, 2018 11:30:09 AM

In a previous article we shared the importance of reliability and consistency of customer experience, and how progressive business leaders need to care about operational activities that influence customers to stay, leave, buy more, and recommend their organization to others.

Read More

Topics: The experience economy, customer experience, customer service

The Experience Economy Part 18 – The Return on Doing Nothing 

Posted by James Grieve on Feb 6, 2018 11:06:36 AM

Over the last several blogs we've examined the first phase of Customer Experience Design, going through each of the first four steps in detail: (1) customer research; (2) contextual interviews; (3) customer journey mapping; and (4) setting your customer experience benchmark.

In today's blog, we discuss the high cost of not investing in your Customer Experience; what we like to call the Cost of Doing Nothing.

Read More

Topics: The experience economy, customer experience

The Experience Economy: Part 16 – Innovation Doesn't Need To Be Complex 

Posted by James Grieve on Jan 18, 2018 11:33:00 AM

As we embark on a new year, many businesses aspire to build upon last year’s performance and implement innovative new ways to make 2018 their best year yet. As we discussed last week, it is paramount for businesses to provide consistent and reliable experiences for their customers. Learning from past experiences, they endeavour to uncover new opportunities to generate great ideas to improve performance.

Read More

Topics: The experience economy, customer experience, customer service, referral program, service design, user-centred design

The Experience Economy: Part 15 – Consistency & Reliability

Posted by James Grieve on Jan 17, 2018 11:10:00 AM

In our previous article, we described how customer journey mapping is a strategic imperative for organizations committed to designing and delivering better customer experiences.

Read More

Topics: The experience economy, customer experience, customer service, referral program

The Experience Economy: Part 14 – Phase 1, Part 3b, The Benefits of Journey Mapping

Posted by James Grieve on Jan 16, 2018 11:12:00 AM

Previously, we described customer journey mapping, and why it is a strategic imperative for organizations committed to designing and delivering better customer experiences.

Read More

Topics: The experience economy, customer experience, user experience, design thinking, user-centred design, service design

The Experience Economy: Part 13 – Phase 1, Step 3, Journey Mapping

Posted by James Grieve on Jan 11, 2018 11:14:00 AM

In our previous two articles, we have described the importance of the Understanding Phase of Customer Experience. The Understanding Phase is a three-step process that underpins the Customer Experience Strategy for an organization.

Read More

Topics: The experience economy, customer experience, user experience, design thinking, user-centred design, service design

The Experience Economy: Part 12 – Phase 1, Step 2, Contextual Interviews

Posted by James Grieve on Jan 10, 2018 11:03:00 AM

In our last article, we explored the first phase of the Customer Experience framework: Understanding, focusing on step 1: surveys.

Read More

Topics: The experience economy, customer experience, user experience, design thinking, service design, user-centred design

The Experience Economy: Part 11 - Phase 1, Step 1, Customer Research 

Posted by James Grieve on Jan 9, 2018 10:53:54 AM

Read More

Topics: The experience economy, user experience, design thinking, service design

The Experience Economy: Part 9 – The Benefits of Implementing A Customer Experience Strategy

Posted by James Grieve on Aug 29, 2017 2:20:12 PM

In our previous series of articles, we shared our insights on the strategic importance of “Customer Experience” in today’s economy, by explaining the differences between customer service and customer experience, and introducing the “Five Dimensions of Customer Experience.”

Read More

Topics: The experience economy, customer experience

The Difference between Customer Service and Customer Experience

Posted by James Grieve on Apr 6, 2017 7:00:00 AM

We are often asked "what is the difference between customer service and customer experience?" This is a very good question and one worthy of exploring further.  

Read More

Topics: coop marketing, customer service