Posts

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…
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…
Customer Complaints_nlighten article_March_2019

Customer Complaints

Customer Complaints: Where Did it All Go So Right? There’s…
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…
Personalisation_nlighten_article

Personalising your business - The 5 fundamentals of getting it right

Everybody knows that the successful marriage of big data,…
nlighten Blog_Better SEX pays off on your bottom line_16 Novemberber 2017

How better SEX pays off on your bottom line

You can’t develop exceptional CX (customer experiences) without…
nlighten Blog_10 Ways to retain customers and grow your customer base_10 October 2017

Ten ways to retain your customers and grow your customer base

How do you rate your company’s ability to retain customers…
nlighten Blog_Navel Gazer or Let's Mover_16 August 2017

Navel-gazer or Let’s Mover: Which will it be?

  Push on. Be strong. Be as good as you can be. That's…