Posts

Stay Relevant to your customers_nlighten article_August_2019

How to stay relevant to your customers

INFOGRAPHIC:
CYBERSPACE CAN BE LONELY_nlighten article_July_2019

Cyberspace Can be Lonely: Give Your Customer Someone to Talk To

Digitising consumer interactions was supposed to give the…
How to be a better CX leader_nlighten article_July_2019

How to Be a Better Customer Experience Leader

In today’s competitive market, it goes without saying that…
Voice of Customer_VoC_nlighten article_June_2019

Recording Voice of Customer (V0C) is Important, But Are You Listening?

Before you can improve customer experience, it helps to understand…
5 ways_consumer choice_nlighten article_May_2019

5 Ways to Make Sure Consumers Choose You

Consumer power continues to grow. There is a wider choice…
Debunking_5_Myths_of_CX_nlighten article_May_2019

Debunking 5 Myths Around CX

Many people believe they have CX sussed, but so often at …
No Pain, No CX Gain_nlighten article_April_2019

No Pain, No CX Gain

I become dismayed when I realise that a potential client…
Whaen a Customer Sees Red_nlighten Article_2019

Conflict Management: When a Customer Sees Red

Have you seen this footage of the aftermath when a woman…
Substance Over Style_nlighten article_March_2019

Customer Experience is About Substance Over Style

Great customer experience is invariably about substance over…
Tipping Point_nlighten article_Feb_2019

Tipping Point

Tipping Point: Restaurants Must Put Customer Experience First…
End_to_end customer experience_nlighten_article_Feb_2019

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…
A non-negotiable customer experience_nlighten_article_2019

A non-negotiable customer experience

Customer Experience is Nothing without the Non-Negotiables Ok,…
Bye bye BA/Comair> A letter from Nathalie Schooling, CEO, nlighten

Bye bye British Airways / Comair

Loyalty? (A open letter from an unhappy customer) Dear…
Bottom Line Growth_nlighten_article_2018

How Customer Experience Impacts Bottom Line Growth

From Journeys to Experiences. It doesn’t feel so long ago…
Pride comes before the fall_Article_Nathalie Schooling_nlighten

Pride comes before the fall

Melissa’s, once a much-loved Cape Town café, restaurant…