Posts

Whaen a Customer Sees Red_nlighten Article_2019
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Conflict Management: When a Customer Sees Red

  Have you seen this footage of the aftermath when a woman allegedly rammed her car into the Boksburg branch of Standard Bank on Friday?   There’s a digruntled customer, and then there’s a really disgruntled…
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…
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…