Tipping Point_nlighten article_Feb_2019
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Tipping Point

Tipping Point: Restaurants Must Put Customer Experience First in Their Gratuity Policy   You’ve finished a delicious meal, the waiting staff were attentive, the wine has left you feeling warm, fuzzy and generous. The bill arrives,…
End_to_end customer experience_nlighten_article_Feb_2019
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Why your end-to-end customer experience is only as strong as its weakest link

Humans are a pessimistic bunch. Studies show that we remember negative events with greater clarity and accuracy, and they re-trigger our emotional responses more than our positive recollections. This element of human psychology is why…