Nucleus Blog

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

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 Easiest Sale You'll Ever Make: 7 Tactics to Launch Your Own Referral Campaign

Posted by Sean Shepherd on Oct 4, 2016 8:17:00 AM

 For years, our clients have spent their marketing budgets on pretty much the same “proven” tactics sold to them by the account reps from the standard go-to “marketing experts” like the Yellow Pages, trade shows, trade magazines, and radio stations.

Year after year, they continued to renew these cookie-cutter tactical approaches because of the fear of missing out on reaching their customers if their company was not being visible where their competitors were.

The result: their company was listed alongside their competitors in the same section of the Yellow Pages, two rows over at the same home or trade show, or three pages earlier in the same magazine.

What if I told you there is a way to increase sales without crossing your fingers, just hoping to meet your sales budget?

That creating a way to cultivate customer referrals can generate the same amount of sales as opening ten new accounts.

By following these seven steps you can create your own referral campaign that will create word-of-mouth leads you can convert easily and effortlessly...

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Topics: advantages of downstream focus, referral program