Nucleus Blog

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

Documentary: Nordic Service Design

Posted by Sean Shepherd on Feb 7, 2018 10:40:00 AM

Today we have a real treat: an amazing documentary showcasing the most unique and forward-thinking work by Nordic service design practitioners and leaders.  

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

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.

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Topics: The experience economy, customer experience

Infographic: Connecting the Customer Data Dots

Posted by Sean Shepherd on Feb 1, 2018 11:02:00 AM

Customer insight and data have become an imperative part of CX strategies. With rising customer expectations and an increasing demand for a quicker service, more channel choice, and highly personalised interactions, customer data insights can help to truly get to know customers to provide an excellent experience.

For this research from CX Network, 100+ customer experience practitioners shared their views and expertise on data usage, key challenges, company culture, artificial intelligence, use of third party providers and more to give a comprehensive view of the customer insight and data landscape that’s impacting today’s customer experience strategies. 

Check out the infographic below to view the results.

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

CX 2017 in Review: Competing Priorities

Posted by Sean Shepherd on Jan 31, 2018 11:03:00 AM

In our last several posts we reviewed the predictions made by CX Network in 2017, and have been discussing the lessons that we learned last year with our clients with respect to the three main challenges. First, we looked at what we learned about building a customer-centric culture. Second, we examined how to connect CX initiatives to ROI.

In today's post, we will discuss what we learned from our clients last year with respect to the third challenge predicted by the CX Network's research: how to promote CX in the red ocean of competing priorities.

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Topics: The experience economy, customer experience

CX 2017 in Review: Linking CX initiatives to ROI

Posted by Sean Shepherd on Jan 30, 2018 10:02:00 AM

In our last two posts, we reviewed a video from the CX Network from early 2017 that predicted the three biggest CX challenges for 2017; and, last time, discussed our own experience with our clients with respect to the first predicted challenge, building a customer-centric culture.

In today's post, we will take a look at what we learned working with our clients last year in the context of the second predicted CX challenge: linking CX initiatives to ROI.

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

CX 2017 in Review: Building a Customer-first Culture

Posted by Sean Shepherd on Jan 25, 2018 10:33:00 AM

Yesterday, we posted a video from CX Network from early Spring 2017 where they revealed their predictions for top trends and challenges for CX in 2017. In this video, they identified the following as their predicted top three challenges:

  1. Building a customer-first culture
  2. Linking CX initiatives to ROI
  3. Competing priorities

We challenged you to revisit your 2017 and compare your own CX experiences with the predictions from the video, asking if you faced similar challenges; and, if so, what you learned from them and how you would incorporate what you learned into your 2018 CX initiatives. 

Well, at Nucleus we never ask our clients to do something we won't do ourselves. Consequently, I'd like to spend the next few posts working our way through our own experiences with our clients and pass on some of what we learned in 2017.

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Topics: The experience economy, customer experience, service design

CX in 2017: The Year in Review

Posted by Sean Shepherd on Jan 24, 2018 10:17:00 AM

Back in early Spring 2017, the CX Network (Customer Experience Network) released a short 2-minute video outlining their predictions for CX in 2017. Their research involved surveying nearly 800 CX professionals from around the globe to gain insight into what they felt would be the biggest challenges and trends in CX in 2017.

Now that the year is over, it is worth reviewing the results to see how accurate the research was. 

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Topics: The experience economy, customer experience

The Experience Economy: Part 17 – Phase 1, Step 4, Setting Your Customer Experience Benchmark

Posted by Sean Shepherd on Jan 23, 2018 11:02:00 AM

In our previous articles, we outlined the first three steps of the first phase of Customer Experience Strategy Design: first, we outlined the importance of surveys; second, we described how contextual interviews provide important insights; third, we reviewed how journey mapping  is a collaborative, visual, and illuminating tool for understanding your customer; and fourth, we relayed the benefits that journey mapping provides an organisation as a strategic process

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