Posts

No Pain, No CX Gain_nlighten article_April_2019
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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…
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…
Substance Over Style_nlighten article_March_2019
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Customer Experience is About Substance Over Style

  Great customer experience is invariably about substance over style, and that is where a well-known cosmetics brand recently got it wrong during a shopping experience. Last weekend I had a busy Saturday planned, but I dashed…
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…
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…
Bye bye BA/Comair> A letter from Nathalie Schooling, CEO, nlighten
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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…
Bottom Line Growth_nlighten_article_2018
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How Customer Experience Impacts Bottom Line Growth

From Journeys to Experiences. It doesn’t feel so long ago that everyone was talking about buyers’ journeys. While the concept served to introduce many companies to the notion that their customers were on a journey and don’t just appear…
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…
Personalisation_nlighten_article
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Personalising your business - The 5 fundamentals of getting it right

Everybody knows that the successful marriage of big data, technology and user experience is the key to the next competitive wave in business. Put plainly, companies that crack the personalisation challenge will win the day. As the digitised…
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_Navel Gazer or Let's Mover_16 August 2017
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Navel-gazer or Let’s Mover: Which will it be?

  Push on. Be strong. Be as good as you can be. That's a good legacy to leave. — Usain Bolt, upon retiring from athletics Usain Bolt, Jamaican sprint champion, will run no more. After winning double gold medals in three consecutive…
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…