Posts

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…
A non-negotiable customer experience_nlighten_article_2019
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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…
Pride comes before the fall_Article_Nathalie Schooling_nlighten
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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…
nlighten Blog_Better SEX pays off on your bottom line_16 Novemberber 2017
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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…
nlighten Blog_10 Ways to retain customers and grow your customer base_10 October 2017
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Ten ways to retain your customers and grow your customer base

How do you rate your company’s ability to retain customers and grow its customer base? If you’re of the same mind as many leaders in sales and marketing, your rating in this area would be pretty mediocre, it would appear. Asked to rate…
nlighten Blog_Ask not what your company can do for you_10 July 2017
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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…
nlighten Blog_Get Creative_23 June 2017
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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…
nlighten Blog_Hire the UX Guy_15 June 2017

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_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…
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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,…