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…
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…
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…