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Sean Shepherd

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Becoming Customer Focused – Part 2: Customer Change Councils

Posted by Sean Shepherd on Mar 28, 2018 9:17:00 AM

Last week we began a new series of articles to complement our Experience Economy series, what we are calling Becoming Customer Focused.

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Topics: change management, becoming customer focused, customer experience, customer service

Download Whitepaper: 9 Habits of Leading Customer Feedback Managers

Posted by Sean Shepherd on Mar 27, 2018 10:32:00 AM

Gathering customer feedback is the only way for a company to truly know and understand its customers’ needs, wants, concerns, and issues, as well as create more and lasting value for them. However, while most companies receive customer feedback, whether unsolicited (e.g. via comments, suggestions, complaints, questions, concerns, etc.) or by proactively soliciting feedback through surveying, many still struggle to manage and act upon that feedback in real-time.

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

Video: What Is Customer Experience?

Posted by Sean Shepherd on Mar 22, 2018 9:31:00 AM

I get this question every time I tell someone what it is we do here at Nucleus Strategies. Even other CX professionals ask me this question; I'm convinced they just want to hear my answer and compare it to the one they use!

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Topics: customer experience

Becoming Customer Focused – Part 1: Introduction

Posted by Sean Shepherd on Mar 21, 2018 10:44:00 AM

Today, it is my pleasure to introduce a new a new series of articles to complement our Experience Economy series, what we are calling Becoming Customer Focused.

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Topics: becoming customer focused, customer experience, change management

Data Humanism In Practice - Bruises, by Giorgia Lupi

Posted by Sean Shepherd on Feb 22, 2018 10:03:00 AM

Giorgia Lupi is one of the most astonishing practitioners working the field of data visualization and design. Her tremendous body of work can be found all over the globe, demonstrating a breathtaking diversity.

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Topics: user experience, data visualization

Video: 7 Key Strategic Questions For A Successful Customer Experience

Posted by Sean Shepherd on Feb 20, 2018 12:01:43 PM

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Topics: The experience economy, customer experience

Job-To-Be-Done or Personas?

Posted by Sean Shepherd on Feb 15, 2018 10:16:00 AM

In our quest to continually improve Customer Experience methods and practices, James and I regularly expose ourselves to various strategic and tactical concepts put forth.

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

Forrester 2018 Predictions: A Year of Reckoning

Posted by Sean Shepherd on Feb 14, 2018 11:25:00 AM

Forrester Research just released their predictions for 2018: A Year of Reckoning.

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Topics: The experience economy

Capture Ideas, Not Only Complaints

Posted by Sean Shepherd on Feb 13, 2018 11:10:00 AM

One of the most interesting questions we ask our clients when we first begin working with them is this: we ask them how they capture ideas.

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

Net Promoter Score – A Terrible Metric

Posted by Sean Shepherd on Feb 8, 2018 10:45:00 AM

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