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Get Creative!

Although this complex and digital “Selfie Era” is upon us, the number one key service driver in today’s world remains simple: Human Empathy. It has become somewhat difficult to be able to not only offer service that is of a relevant…

Hire The UX Guy!

We are all familiar with the buzzwords “Big Data” and “AI” (Artificial Intelligence), but have you heard of “Anomaly Detection” (AD)? Anomaly Detection refers to the new age, cognitive method of tracking patterns in order…
nlighten Blog_Success is Simple! It’s in your DNA_25 May 2017
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Success is Simple! It’s in your DNA

Your brand DNA is made up of several core components, such as the brand vision, mission and values. We’ve all read that marketing strategy book. However, when are we going to get real and realise that no one really studies your brand’s…
nlighten Blog_Final Boarding Call for CX _18 May 2017
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Final Boarding Call for CX

According to Forrester Research, on average, US airlines sacrifice as much as $1.4 billion in annual revenue by not improving their customer experience (CX). United Airline’s recent brutal incident has been the latest headline-maker that…
nlighten Blog_The customer is always going to be right_11 May 2017
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The customer is always going to be right

The clichéd statement, “the customer is always right”, has never been more true. Several studies over the years have shown that emotion is the top driver of loyalty and more and more businesses are seeing the value of listening to customer…
nlighten Blog_S.O.S_26 April 2017
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S.O.S!!!

As a customer, sometimes trying to communicate with a company representative is like having dental surgery without anesthetic! The frustration alone of not being able to get hold of someone to help you is enough to deter one away from a…
nlighten Blog_The Carrot is not enough. 19 April 2017
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The Carrot is Not Enough!

Many studies across the globe support the fact that the engagement of employees is in direct relation to customer experiences. Employees are the most important part of the business and they have needs. If these needs are not met and they…
nlighten Blog_Social Media_The Online Microphone! 12 April 2017
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The Social Media Microphone

As we know, our world is digitally advancing at an increasingly rapid pace. Connecting to people and businesses has never been easier, and this worldwide shift in Customer Relationship Management has heightened the expectations of customers. Businesses…
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Real Research

Research is the most powerful tool that drives valuable customer experience. Without research, businesses do not have sufficient information about the customer and therefore, cannot exceed the quality of the delivery expectation of the customer. Any…
nlighten Blog_10 Most Irritating Customer Experiences! March 2017"
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10 Most Irritating Customer Experiences!

10 Most Irritating Customer Experiences! Bad customer experience is something most companies work to avoid. Businesses depend on happy customers in order to reach or maintain a level of success. There are so many common mistakes that companies…
nlighten Blog_A 5 Step Guide to Retaining Clients. March 2017"
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A 5 Step Guide to Retaining Clients

A 5 Step Guide to Retaining Clients in a B2B Environment. nlighten are client experience specialists in the B2B space, and over the years of research conducted, both globally and locally, a key theme emerges: “value adding”, proactivity…
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Be a Grown Up

Be a Grown Up. The Psychological Anxiety Behind Feedback Rejection. As human beings, we are programmed to perceive failure as being, literally, unacceptable. As children, we all struggled with the recognition of being wrong. It is a natural…
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It Only Works if You “Work Out”

Your business is a bit like staying in shape, and as a business matures, like you and I, it becomes increasingly challenging to keep in shape. In order for your body to look and feel great, you need to get your body into a healthy state,…
nlighten. Blog 2 February 2017. Feedback - The love affair between your business and customers
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The Love Affair Between Your Business and Customer

Business. It’s all about human-to-human relationships. When your employees leave their husbands/wives in the morning, shove a cup of coffee down on the way to work, and step into their office space, they morph into corporate executives…
nlighten. Blog February 2017. Feedback - The Breakfast of Champions
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Feedback. The Breakfast of Champions!

Yes, we get it! Life is busy. We are all busy with the business of business. It’s easy to lose sight of the fact that our clients’ are to be at the heart of our business. They do kind of get in the way… However, never underestimate…