Nucleus Blog

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

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.

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Topics: The experience economy, customer experience, customer service

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

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: 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

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.

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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.

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

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.  

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Topics: coop marketing, customer service

6 Blind Men, an Elephant, and Customer Experience

Posted by Sean Shepherd on Feb 16, 2017 4:37:07 PM

There's a famous parable originating in India that has been widely diffused over the centuries.

The basic story goes like this: a group of blind men touch an elephant in order to learn what it is. However, each man touches only one single part, and no other, such as a tusk, or the tail. Then they compare notes and realize they are in complete disagreement over what is an elephant.

This parable has been widely used to illustrate a number of different concepts, such as the subjective nature of truth, the importance of communication, and the consequence of limited information. 

We look at this slightly differently. 

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Topics: customer experience, service design, customer service