Customer Experience Redesign

Redesigning your customer experience is the
fastest way to deliver short and long term impact to your organisation.

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Experience Redesign

When it comes to your company, you’re only as strong as your weakest link. And for most companies, that’s their customer experience. The successful companies of the next decade will be those that deliver consistently memorable customer experiences. The differentiator of the future will not be price or product. It will be about meeting and, at times, exceeding customer expectation. It will be about high levels of customer empathy and a deep understanding of your customer’s ever-changing needs. Read More

nlighten provides your staff with the tools to design, create and deliver market-leading customer experiences. You’ll learn how to build an army of engaged, loyal customers who are ready to promote your brand either locally or globally.

Customer Experience Redesign is iterative and needs to be constantly refined and improved. We help you walk in your customers’ shoes across their end-to-end  journey. Having worked in most sectors, we are able to give you a true 360-degree view of customer experience across all your digital and real-world channels.

To get significant results, organisations often need to challenge the status quo by bringing in a fresh pair of eyes. nlighten can help you facilitate change and bring fast, tangible results.

“The goal as a company is to have customer service that is not just the best, but legendary.” – Sam Walton, Founder, Walmart. Read Less

Differentiate your brand and increase its competitiveness by meeting your customers’ expectations at every touchpoint.

nlighten’s Experience Redesign helps your teams innovate through design thinking principles. You’ll create the ultimate customer experience which will meet and at times exceed their expectations, time after time.

We’ll help you redesign and optimise your existing customer journey, as well as identifying and developing a whole new set of best-in-class experiences.

Customer experiences and customer journeys are the next great corporate battleground.

Organisations are finally realising that customer satisfaction isn’t just an optional extra. Customer loyalty is a proven driver of bottom line results. In fact, it’s the single most important part of building a sustainable business:

  • Acquiring a new customer costs 5 times more than retaining an existing customer.
  • Increasing customer retention by 5% increases profits by 25-95%.
  • The success rate of selling to an existing customer is 60-70%; for a new customer it’s 5-20%.
  • (Invesp Consulting: Customer Acquisition vs Retention)

Customer satisfaction isn’t a single metric and it’s not an input. It’s the output of all the activities inside your company.

In order to create memorable experiences that lead to loyal customers, you need to consider the entire customer journey. Our experience redesign courses will help you navigate your way through this complex but essential process.

We take most of the money that we could have spent on paid advertising and instead put it back into the customer experience.

Tony Hsieh, CEO, Zappos

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How We Can Help

VoC
Research

To take the guesswork out of managing your customer expectations, nlighten’s expert researchers ensure the most accurate feedback by connecting with your customers personally and asking the right questions.

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Training

Tailor-made customer experience workshops and forums, customised to your business, identify your customer experience strategy and pave the way for transforming your business culture. This includes our SETA-accredited Train-the-Trainer Programme.

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Strategy

By extracting key customer research insights, and combining it with your business goals, nlighten helps you build a robust CX action plan, and helps you to make it part of your long-term business strategy.

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Customer
Journey
Mapping

Globally, Customer Journey Mapping (CJM) has become the go-to method for designing and redesigning the customer experience, used by the world’s most successful businesses.

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Customer Experience Redesign

nlighten creates enhanced end-user satisfaction and interaction with your digital product by improving the usability, accessibility, and pleasure provided in the user interaction.

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CX MasterClass
Workshops

The best way to build your brand is to make your customers happy. And our one-day workshop will tell you how. Learn how to enhance your customer’s experience by moving with the times and giving customers what they want.

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