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Mon, 24 Jan 2011 14:17:00 +0200
</pubDate>
<title>
<![CDATA[
In praise of the (service) heroes]]>
</title>
<description><![CDATA[When you're both a consumer and a service improvement practitioner, it's easy to become disillusioned with the apparently widespread failure by most South African businesses to deliver customer experiences that make you smile (let alone delight you and make you want to keep on shopping with them in the future).]]></description>
<link><![CDATA[http://www.nlighten.co.za/blog_old/in-praise-of-the-service-heroes.htm]]></link>
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<pubDate>
Mon, 06 Dec 2010 10:45:00 +0200
</pubDate>
<title>
<![CDATA[
Memo to business owners: Christmas is coming]]>
</title>
<description><![CDATA[I'll be the first to admit that owning and running a business keeps one pretty busy. And I'll also concur that as a business owner, sometimes it seems like you're juggling so many responsibilities that you can lose track of time as it whooshes by.]]></description>
<link><![CDATA[http://www.nlighten.co.za/blog_old/memo-to-business-owners-christmas-is-coming.htm]]></link>
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<pubDate>
Fri, 26 Nov 2010 10:56:00 +0200
</pubDate>
<title>
<![CDATA[
Plug 'n' play (and other brand destroying myths)]]>
</title>
<description><![CDATA[Being the law-abiding citizen that I am, I recently braved one of my local shopping malls in search of a hands-free car kit for my trusty Blackberry. After elbowing my way to the front of yet another crowded cellphone store (note to cellphone service providers: your stores are really busy, hire more staff) I parted with a somewhat hefty R900 and walked out of the store the proud owner of some top-of-the-range new technology.]]></description>
<link><![CDATA[http://www.nlighten.co.za/blog_old/plug-n-play.htm]]></link>
<guid><![CDATA[http://www.nlighten.co.za/blog_old/plug-n-play.htm]]></guid>
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<pubDate>
Thu, 18 Nov 2010 15:55:00 +0200
</pubDate>
<title>
<![CDATA[
The Waiting Game (play it at your own risk)]]>
</title>
<description><![CDATA[I don't know if it's still a policy at universities, but the rule used to be that if a lecturer kept his or her students waiting for longer than 15 minutes, they had the right to up and leave.]]></description>
<link><![CDATA[http://www.nlighten.co.za/blog_old/the-waiting-game.htm]]></link>
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<pubDate>
Thu, 28 Oct 2010 13:56:00 +0200
</pubDate>
<title>
<![CDATA[
Good day]]>
</title>
<description><![CDATA[I'm the first person to acknowledge that outbound call centre agents have a tough job. Generally, they need to call people after hours to ensure that they get hold of them. This means interrupting their evenings just when they're settling down for dinner or relaxing with the family. Talk about 'hard' sell!]]></description>
<link><![CDATA[http://www.nlighten.co.za/blog_old/good-day.htm]]></link>
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