CX Blog

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The First Industrial Revolution was all about steam trains and manufacturing, complemented by a second revolution made up of mass production, steel and electric. This was followed up with the self-explanatory digital revolution. And…Read More

Nothing to Declare: Thomas Cook preview

It can’t have escaped your notice that Thomas Cook - the UK’s oldest holiday company of 178 years trading - went into administration last weekend. Aside from the tens of thousands of passengers stranded on holiday in countries from Cuba…Read More

The majority of companies that measure customer feedback do exactly that – they measure . Data for data’s sake doesn’t help anyone. It’s incredibly rare that organisations really get into the real nitty gritty of listening to their…Read More

CYBERSPACE CAN BE LONELY_nlighten article_July_2019

Digitising consumer interactions was supposed to give the customer what they want - instant access to information and communication. To a certain extent, it does. Most businesses now communicate with their customers through various online…Read More

The Art of staying relevant_nlighten article_July_2019

4 reasons WHY businesses need to stay relevant to their customers (1 of 2 parts) The majority of companies that measure customer feedback do exactly that - they just measure. As I’ve said before, data for data’s sake doesn’t help…Read More

How to be a better CX leader_nlighten article_July_2019

In today’s competitive market, it goes without saying that high-level company leaders need to understand that meeting customer satisfaction needs is essential to the bottom line. Simple as it may seem, this is a complex issue – with…Read More

Voice of Customer_VoC_nlighten article_June_2019

Before you can improve customer experience, it helps to understand what that experience actually is, and what your customer wants it to be. So, how do you find out? You need to be getting real feedback from your customers and translating…Read More

5 ways_consumer choice_nlighten article_May_2019

Consumer power continues to grow. There is a wider choice of goods and services available than there ever has been, and our access to information and ability to compare retailers and organisations is virtually limitless. This gives…Read More

Debunking_5_Myths_of_CX_nlighten article_May_2019

Many people believe they have CX sussed, but so often at  our masterclasses when we ask our delegates what they think customer experience means, or what they think they need to achieve great customer relationships, the same untruths…Read More

No Pain, No CX Gain_nlighten article_April_2019

I become dismayed when I realise that a potential client is just paying lip service to this newish buzzword, customer experience, and doesn’t realise that you get out what you put in. On occasion, I have had to walk away because I know…Read More

When a Customer Sees Red_nlighten Article_2019

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…Read More

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