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nlighten
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enhancing customer experiences
enhancing customer experiences

5 followers
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nlighten's posts

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As we know, our world is digitally advancing at an increasingly rapid pace. Connecting to people and businesses has never been easier, and this worldwide shift in Customer Relationship Management has heightened the expectations of customers.

Businesses are recognizing the fact that social media is no longer just an effective marketing tool; it has formed a crucial part of the customer journey and it is where the customers are, quite literally, being social. They are sharing content, interests, and even negative brand experiences.

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Research is the most powerful tool that drives valuable customer experience. Without research, businesses do not have sufficient information about the customer and therefore, cannot exceed the quality of the delivery expectation of the customer. #CustomerExperience

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10 Most Irritating Customer Experiences! Bad customer experience is something most companies work to avoid. Businesses depend on happy customers in order to reach or maintain a level of success. There are so many common mistakes that companies tend to make within the customer experience space, and these are the top 10:

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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 emerges: “value adding”, proactivity and innovation are the lowest scoring drivers in overall client satisfaction. In a B2B environment, the following 5 steps should be practiced in order to achieve client satisfaction:

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Be a Grown Up. The Psychological Anxiety Behind Feedback Rejection.

As human beings, we are programmed to perceive failure as being, literally, unacceptable. As children, we all struggled with the recognition of being wrong. It is a natural instinct for us to become defensive and to take negative feedback personally.

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Yes, we get it! Life is busy. We are all busy with the business of business. It’s easy to lose sight of the fact that our clients’ are to be at the heart of our business. They do kind of get in the way…

However, never underestimate the power of client feedback. Knowledge is power. It’s tangible data that can then be used to make better business decisions. It can be used to develop and train staff as well as to motivate and celebrate success.

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In order to get your customer experience into “optimum shape”, you need to try and test different internal changes until you find the right combination that delights your customers and increases your level of success.

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As leaders, we need to remind our employees that our customers are PEOPLE. They have human emotions and gaining their trust will earn their loyalty, which is what we should be striving for.

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Over the course of the day, some of the country’s most influential thinkers would not only illuminate us on the ideas that shape our world – but challenge our thinking to drive real change and innovation in business.

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