Media

N'lighten is passionate about creating a culture of service excellence in South Africa

A Brand New Way of Thinking about Service Excellence

With 77 hotels worldwide, staffed by 38 000 employees, The Ritz-Carlton hotel group is massive.

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Selling the unknown.

With the unenviable task of selling intangibles, Nathalie Schooling’s nevertheless making an unbridled success of her customer service development company, N’lighten

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Happy customers = repeat sales

Customer service specialist, Nathalie Schooling, MD of N’lighten, discusses the importance of great customer service and how to add real value for your clients. By Nadine von Moltke

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Drive up sales

In the world of customer service, if it’s not adding value, it’s costing money. By Nathalie Schooling

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Your guest is as good as mine

You can substitute the word ‘waiter’ for any person tasked with a service responsibility. Bellboy. Concierge. Salesman. Clerk. Teller. Manager. They all apply

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Experience Required

It's time the hospitality industry stopped focusing so much on customer service.

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Do your Customers Like you?

The social network. Love it or loathe it, social media is becoming more powerful by the minute and unhappy customers can use these platforms to cause havoc with your brand.

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Drive up value and reduce costs

Long before I started my own company, I recognised the importance for any business to focus relentlessly on driving value up and costs down.

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It’s All in the Genes: Recognising (and Developing) the Hospitality DNA

The primary goal for any business within the Hospitality Industry should be to create unforgettable Guest Experiences – an objective which requires, at its core, the right people. So what should you be looking for? I believe it’s all in the genes. 

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Five Reasons to Focus on your Customers' Experiences

In today’s economic climate to engage with your customer’s emotions will give you and your business the competitive edge.

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The death of customer service

The customer is back, more vocal than ever, particularly in these tough times, businesses have to focus on their customers. So says Nathalie Schooling, founder of N'lighten, the customer experience and service improvement company.

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2010 has come and gone - and our service still sucks

The Soccer World Cup was a great success but service in South Africa is still, quite frankly, appalling. We do need to get it right and South African businesses, retailers, hospitality operators - in fact, everyone - has to make it happen.

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Businesses must learn that the customer rules

Complaining consumers are a blessing, because they offer businesses a second chance to do what should have been done right the first time.

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Helping to improve Cape Town's customer service

In an industry where word of mouth is vitally important to success, a lack of repeat clients due to lagging customer service is a sure sign that a restaurant isn't living up to its potential.

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Our service levels are running dry

If tourism is a service sector where the goal all involved is to increase service effectiveness, why are so many of us in such deep, deep doo-doo? Kim Mc Gowan reports.

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Workshop for staffing services

After many years in the recruitment business, Nathalie Leonard and Nonhlanhla Kweyama realized there was a need for training businesses in service excellence.

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