Posts

Customer Complaints_nlighten article_March_2019
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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…
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_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_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_S.O.S_26 April 2017
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S.O.S!!!

As a customer, sometimes trying to communicate with a company representative is like having dental surgery without anesthetic! The frustration alone of not being able to get hold of someone to help you is enough to deter one away from a…
nlighten Blog_A 5 Step Guide to Retaining Clients. March 2017"
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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…
nlighten. Blog 2 February 2017. Feedback - The love affair between your business and customers
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The Love Affair Between Your Business and Customer

Business. It’s all about human-to-human relationships. When your employees leave their husbands/wives in the morning, shove a cup of coffee down on the way to work, and step into their office space, they morph into corporate executives…
nlighten. Blog February 2017. Feedback - The Breakfast of Champions
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Feedback. The Breakfast of Champions!

Yes, we get it! Life is busy. We are all busy with the business of business. It’s easy to lose sight of the fact that our clients’ are to be at the heart of our business. They do kind of get in the way… However, never underestimate…