Be perfect from beginning to end. Using key design thinking principles, we’ll help you redesign and optimise your existing customer journey, as well as work to identify and develop new best-in-class experiences. Showing your appreciation and recognition to your customers, as well as simply listening, can change the way the game is played so - make sure you're doing it correctly! We provide customer experience design services that help you get to know your customers and what they need. When a brand hits the sweet spot, it creates a memorable experience that keeps customers returning!
Customer Experience Redesign is the process of using the feedback and insights you’ve collected from your clients to build, re-shape, and improve what you’re offering and how you’re delivering it to your client. This involves strategic intervention at precise customer touchpoints. To make the best use of your CX budget, you must invest in the right customer redesign areas in a way that will yield measurable results. Otherwise, you will be searching in the dark. This is where our methodology of customer redesign has proved successful because we approach it with two important principles in mind – empathy and authenticity. We look at where user experience (UX), employee experience (EX), and customer experience (CX) meet so that we can recommend design changes through a holistic and ‘human’ lens. If you can get this intersection right, you’ll be on your way to providing an experience that your customers love and can’t get enough of.
The experience redesign process can be a complex one, but we will be with you every step of the way. By the end of the process, you and your staff will know how to create enhanced end-user satisfaction and interaction with your product or service, by improving the usability, accessibility, and overall satisfaction of the user interaction. Customer experience is a broad rather than a siloed approach; either everyone is on board or none. A half-hearted CX strategy will only cause more harm than good. Keep in mind that your clients are the guests, while you are the hosts. Make it a once-in-a-lifetime experience.
"nlightencx’s execution is always top drawer, reliable, trustworthy, and consistent. Nathalie and Brendon offer a service that is different from other service providers—we get the sense that they consider our business their business. They always have their ear to the ground for international best practice. "
"nlightencx is extremely customer-centric, and their level of professionalism is outstanding. They are experts at what they do and get things off the ground very quickly. Where we think we have good relationships with our clients, we have been proved wrong. There have been issues that have surfaced from these clients, and we’ve also found growth opportunities that we were not aware of prior to nlightencx’s feedback. "
"Contract retention is key to the success of our business. nlightencx play a very important role in highlighting any issues that need corrective actions. They ensure that we are building a solid foundation to retain our existing business; one that is sustainable and can be used to grow new business. They do their work with pride, and we see this in the world class standard that they produce."
What can you do better to improve their experience? Let’s continue the conversation below.
Great Customer Experience is the sum of every interaction a customer has with your business that determines how they perceive it. Whether it’s a once-off encounter or a culmination of experiences with your employees, systems and channels, services, or products, every touchpoint plays a role in how your client feels about you. By developing and implementing a robust CX strategy, your business can enjoy increased customer loyalty and repeat sales.
In many B2B organisations, 20% of your key clients will give you up to 80% of your sales. To ensure that you retain this key business, you have to be willing to really listen to what your clients are saying. This can sometimes generate some hard-to-hear results, which is why using an outsourced Client Experience (CX) service provider can assist with a more objective analysis.
Our approach is to partner with you to enhance your customer experience, in every interaction, from the outside in.
To this end, we have grown a prominent network of local and international customer and client experience experts, allowing us to combine international best practice with local insight.
As multi-award-winning multidisciplinary CX agency, our highly-skilled team of CX professionals will enable you to consistently deliver exceptional Client and Customer Experiences.
By partnering with us, we will work with you to develop a fail-proof CX plan that will:
We use an award-winning multidisciplinary approach to tailor end-to-end CX solutions and methodologies for your business.
Our in-depth Voice of the Customer research framework (VoC) is designed specifically to help you understand the “why” of the measurements through meaningful, actionable, and drivable feedback. Our promise with our VoC offering is to give you meaningful, actionable insights that work to retain your clients and grow your business.
Proactively address your customers’ needs in real-time, with nsights real-time reporting platform; a proprietary online platform that allows immediate access to customer feedback in a seamless and easy-to-use way to drive CX changes.
By extracting key customer research insights, we develop an action-focused Customer and Client Experience strategy that is in line with your business goals. This strategy provides your team with a solid CX blueprint that they can follow, which will ensure everyone is on the same page, and working toward a shared vision.
Equip your management teams with the framework, knowledge, and skills to deliver world-class customer experiences. We offer various open and customised CX training, as well as our signature SETA-accredited Train-the-Trainer Programme.
Used by the world’s most successful businesses, Customer Journey Mapping (CJM) has become the go-to method for designing and redesigning the customer experience. An indispensable business tool, we teach you how to think like your customer and experience your product or service as they do.
Using specialised key design thinking principles, we’ll help you redesign and optimise your existing customer journey, as well as work to identify and develop new best-in-class experiences to set you apart from your competition.