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

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

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

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

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 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.

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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.

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