CX Blog

We help you create the kind of experiences
that will grow your market share.

Substance Over Style_nlighten article_March_2019

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 to my local…Read More

Customer Complaints_nlighten article_March_2019

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…Read More

Tipping Point_nlighten article_Feb_2019

Tipping Point: Restaurants Must Put Customer Experience First in Their Gratuity Policy   You’ve finished a delicious meal, the waiting staff were attentive, the wine has left you feeling warm, fuzzy and generous. The bill…Read More

End_to_end customer experience_nlighten_article_Feb_2019

Humans are a pessimistic bunch. Studies show that we remember negative events with greater clarity and accuracy, and they re-trigger our emotional responses more than our positive recollections. This element of human psychology is why…Read More

A non-negotiable customer experience_nlighten_article_2019

Customer Experience is Nothing without the Non-Negotiables Ok, hear me out here. I don’t want you thinking I’ve got a big case of Anti-British Airways-itis. I want to like them. They’re a stalwart of the flight industry. However,…Read More

Bye bye BA/Comair> A letter from Nathalie Schooling, CEO, nlighten

Loyalty? (A open letter from an unhappy customer) Dear Erik Venter, I’ve had enough. After more than 15 years of loyalty - you have officially lost me as a client. I simply cannot justify the financial and emotional expense of…Read More

Bottom Line Growth_nlighten_article_2018

From Journeys to Experiences. It doesn’t feel so long ago that everyone was talking about buyers’ journeys. While the concept served to introduce many companies to the notion that their customers were on a journey and don’t just appear…Read More

Pride comes before the fall_Article_Nathalie Schooling_nlighten

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…Read More

Personalisation_nlighten_article

Everybody knows that the successful marriage of big data, technology and user experience is the key to the next competitive wave in business. Put plainly, companies that crack the personalisation challenge will win the day. As the…Read More

nlighten Blog_Better SEX pays off on your bottom line_16 Novemberber 2017

You can’t develop exceptional CX (customer experiences) without great SEX (staff engagement experiences) As business leaders, we naturally take this principle to be obvious. But, counter-intuitively, so many businesses treat their…Read More

nlighten Blog_10 Ways to retain customers and grow your customer base_10 October 2017

How do you rate your company’s ability to retain customers and grow its customer base? If you’re of the same mind as many leaders in sales and marketing, your rating in this area would be pretty mediocre, it would appear. Asked to rate…Read More

nlighten Blog_Navel Gazer or Let's Mover_16 August 2017

  Push on. Be strong. Be as good as you can be. That's a good legacy to leave. — Usain Bolt, upon retiring from athletics Usain Bolt, Jamaican sprint champion, will run no more. After winning double gold medals in three consecutive…Read More

nlighten Blog_Ask not what your company can do for you_10 July 2017

“ASK NOT WHAT YOUR COUNTRY CAN DO FOR YOU—ASK WHAT YOU CAN DO FOR YOUR COUNTRY” These famous words—first spoken by US Pres John F Kennedy during his inaugural speech in 1961—pack a powerful punch. As the basis for a personal…Read More

nlighten Blog_Get Creative_23 June 2017

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…Read More

nlighten Blog_Hire the UX Guy_15 June 2017

We are all familiar with the buzzwords “Big Data” and “AI” (Artificial Intelligence), but have you heard of “Anomaly Detection” (AD)? Anomaly Detection refers to the new age, cognitive method of tracking patterns in order to…Read More