Nucleus Blog

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

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

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