About Us

Enlightening and empowering
your business to consistently
deliver on-brand customer experience.

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What is Customer Experience?

In a nutshell, it’s the total experience that an individual customer will have with a business over the lifecycle of their interactions. Essentially this is all of the customer’s perceptions, thoughts and related emotions caused by either a once-off or cumulative effect of interactions with your employees, systems and channels, as well as your services or products. By developing and implementing a robust customer experience strategy, a business will be able to reap increased customer loyalty and encourage repeat sales.

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The Directors

We are a team of dedicated Customer Experience Professionals, ready to do what it takes to make your business grow

Nathalie Schooling

CEO

Brendon Bairstow-Klopper

Director

Meet The Executive Team

Nathalie Schooling

Nathalie Schooling established nlighten in 2005 after a successful career in marketing. Since then, the company has grown to become one of South Africa’s foremost customer and client experience enterprises. Her greatest strength is building businesses with innovation and purpose, always capitalising on people – the most important asset to any organisation. Her trademark ability to motivate, manage and empower people has enabled many a company to garner happy customers and boost the bottom line.

Nathalie has the knack of getting people to understand their role in an organisation, which is at the root of what adds real value to a business. Using this as a springboard, managers are more equipped to change company behaviour from the bottom up, thus driving tangible results.

Brendon Bairstow-Klopper

Brendon Bairstow-Klopper has more than 17 years’ experience in various customer service fields. He has effectively translated his insights into actionable strategies for various global clients, with a strong focus on interventions that will improve the customer experience. His understanding of how vital a role the customer experience plays in securing sustainable success for any organisation makes Brendon much sought-after as a strategic and training partner.

His diverse customer service and experience background, particularly in the hospitality sector, affords him an in-depth understanding of the expectations of clients and consumers, while his strong strategic abilities, keen business insights, and change facilitation expertise give him the ability to convert theoretical knowledge into practical action with successful outcomes.

The nlighten executive team

Nicola Nicklin

Nicola Nicklin

Key
Accounts

Farah Viviers

Farah Viviers

Finance and
Governance

Belinda Gabriels

Belinda Gabriels

Research
Fulfillment

Jo-Anne Bosman

Jo-Anne Bosman

Research
Administration

Zulpha Meyers

Zulpha Meyers

Team Leader
Graphic Design

Contact

For more information on how we can assist you with your customer experience
strategies and turn your team into service-driven champions, contact nlighten today.

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