nlighten has helped to create a culture within the bank that is customer experience focused. They have helped us to look at how we interact with and talk to our clients and have ensured that our communications, both written and verbal, are client friendly and focused on enhancing customer experiences.
“Our business is based around our clients and the relationships we have with them. Nathalie and her team took the time to understand our business and our desired outcomes. The process has been extremely informative, added tremendous value, been easy to develop and represents value for money to us. We will continue to work with nlighten in the future and highly recommend their business and the process.”
The feedback we get from nlighten regarding our guest experience is concise, understandable, well-presented and includes very relevant strategic insights. Our partnership with nlighten has added untold value to our business. So important is the nlighten feedback to us, in fact, that it has been included as an essential component of our staff incentive programme.
The Singita Directors were in agreement that the format of the programme, the delivery thereof and the outcomes were of a quality and level that exceeded our expectations. This has ensured that we have invited nlighten to facilitate a strategy session for the group, in the near future. There is no better endorsement than to be invited back.
Within the Adcorp Group, the delivery of excellent client service is seen as both a means of differentiating our various businesses from their competition, and a strategic risk mitigation requirement. The regular customer satisfaction index that nlighten develops for us is an excellent way for our group companies and client-facing individuals within those businesses to benchmark their service delivery and take early corrective action to mitigate client risk before it becomes a problem. Our investment in nlighten’s services is definitely money very well spent.
It’s not often you find exactly the right service provider for your needs via an internet search, but with nlighten, that’s exactly what Nashua Mobile has done. I have been so impresses with the quality of research, the presentation of results and the strategic understanding I’ve enjoyed from nlighten that I have already recommended them to a number of my colleagues in other areas of our business. nlighten has become an integral part of our service strategy.
nlighten’s approach to training made it really come alive for our staff. They took the time to understand our brand, values, and business challenges and then tailored the training to those aspects of our business; while the facilitator took the time and effort to ensure that all the attendees were always on the same page. In meetings, many of our staff members still refer back to what they learnt during their nlighten training sessions.
We have partnered with nlighten for many years now to get feedback from our clients and visitors on their experiences at the Cape Town International Convention Centre. We have always found nlighten to be very easy to do business with and highly professional in everything they do. They have taken the time to get to know our business and understand our vision and objectives. As a result, the insights they deliver always offer excellent value across all critical areas of our organisation.
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