A 5 Step Guide to Retaining Clients
A 5 Step Guide to Retaining Clients in a B2B Environment. nlighten are client experience specialists in the B2B space, and over the years of research conducted, both globally and locally, a key theme...
View ArticleS.O.S!!!
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...
View ArticleThe customer is always going to be right
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...
View ArticleFinal Boarding Call for CX
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...
View ArticleSuccess is Simple! It’s in your DNA
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...
View ArticleGet Creative!
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...
View ArticlePride comes before the fall
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...
View ArticleCustomer Complaints
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...
View ArticleConflict Management: When a Customer Sees Red
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...
View Article5 Ways to Make Sure Consumers Choose You
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...
View ArticleA 5 Step Guide to Retaining Clients
A 5 Step Guide to Retaining Clients in a B2B Environment. nlighten are client experience specialists in the B2B space, and over the years of research conducted, both globally and locally, a key theme...
View ArticleS.O.S!!!
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...
View ArticleThe customer is always going to be right
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...
View ArticleFinal Boarding Call for CX
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...
View ArticleSuccess is Simple! It’s in your DNA
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...
View ArticleGet Creative!
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...
View ArticlePride comes before the fall
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...
View ArticleCustomer Complaints
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...
View ArticleConflict Management: When a Customer Sees Red
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...
View Article5 Ways to Make Sure Consumers Choose You
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...
View Article
