CX Blog

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that will grow your market share.

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

nlighten Blog_Success is Simple! It’s in your DNA_25 May 2017

Your brand DNA is made up of several core components, such as the brand vision, mission and values. We’ve all read that marketing strategy book. However, when are we going to get real and realise that no one really studies your…Read More

nlighten Blog_Final Boarding Call for CX _18 May 2017

According to Forrester Research, on average, US airlines sacrifice as much as $1.4 billion in annual revenue by not improving their customer experience (CX). United Airline’s recent brutal incident has been the latest headline-maker that…Read More

nlighten Blog_The customer is always going to be right_11 May 2017

The clichéd statement, “the customer is always right”, has never been more true. Several studies over the years have shown that emotion is the top driver of loyalty and more and more businesses are seeing the value of listening to customer…Read More

nlighten Blog_S.O.S_26 April 2017

As a customer, sometimes trying to communicate with a company representative is like having dental surgery without anesthetic! The frustration alone of not being able to get hold of someone to help you is enough to deter one away from a…Read More

nlighten Blog_The Carrot is not enough. 19 April 2017

Many studies across the globe support the fact that the engagement of employees is in direct relation to customer experiences. Employees are the most important part of the business and they have needs. If these needs are not met and they…Read More