Entries by Nathalie Schooling

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No Pain, No CX Gain

I become dismayed when I realise that a potential client is just paying lip service to this newish buzzword, customer experience, and doesn’t realise that you get out what you put in. On occasion, I have had to walk away because I know that we can’t help. Commitment to customer experience is so much more […]

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Customer Complaints

Customer Complaints: Where Did it All Go So Right? There’s a great misconception in the business world that for consumer satisfaction everything must go 100% smoothly. This isn’t possible or plausible – no person, product or business is infallible. The pinnacle of customer experience excellence is, of course, providing a product or service that exceeds […]

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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, you request the card machine so you can pay, and when you ask the server to add 10% to […]

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A non-negotiable customer experience

Customer Experience is Nothing without the Non-Negotiables Ok, hear me out here. I don’t want you thinking I’ve got a big case of Anti-British Airways-itis. I want to like them. They’re a stalwart of the flight industry. However, recently I’m again unimpressed. I particularly want to highlight a recent experience. Why? Because it shines a […]

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Bye bye British Airways / Comair

Loyalty? (A open letter from an unhappy customer) Dear Erik Venter, I’ve had enough. After more than 15 years of loyalty – you have officially lost me as a client. I simply cannot justify the financial and emotional expense of dealing with an airline that does not seem to appreciate the ripple effect that one […]

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Pride comes before the fall

Melissa’s, once a much-loved Cape Town café, restaurant and retail franchise business, is to be no more. It will be liquidated to cash in assets to pay unsecured creditors. That’s a big blow. Not only to those of us who have come to enjoy a quick shot of robust Melissa’s coffee, the wholesome comfort of […]

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How better SEX pays off on your bottom line

You can’t develop exceptional CX (customer experiences) without great SEX (staff engagement experiences) As business leaders, we naturally take this principle to be obvious. But, counter-intuitively, so many businesses treat their employees like commodities. Much of the work we do at nlighten is research. This extends not only to client satisfaction research, but also to staff […]

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Ask not what your company can do for you

“ASK NOT WHAT YOUR COUNTRY CAN DO FOR YOU—ASK WHAT YOU CAN DO FOR YOUR COUNTRY” These famous words—first spoken by US Pres John F Kennedy during his inaugural speech in 1961—pack a powerful punch. As the basis for a personal philosophy, it turns on its head the general human attitude that life owes us […]

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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 and innovation are the lowest scoring drivers in overall client satisfaction. The ability to add value to […]