Strategy
By extracting key customer research insights, we develop an action-focused CX strategy that is in line with where your business wants to go. This strategy provides your team with a CX blueprint that they can use to guide them, making sure that everyone is on the same page, and working toward a shared vision.
The level of customer service that a brand provides has a significant impact on how customers view that brand. Making it easy for customers to solve specific issues they might have with your products is just one aspect of offering good customer service; it filters further into each division, from the tone used in an email, the follow-up we do after a service has been provided to the response to feedback on a design. At the core of it all, Customer Experience cuts across every part of an organisation:
The success and smooth working of each aspect of your business stem from your Customer Experience. A CX strategy supports this success, by keeping one objective in mind – keeping your customer happy.
“Loyalty is when people are willing to turn down a better product or price to continue doing business with you.” – Simon Sinek
Most businesses focus on the organisation instead of their number one asset, the customer. This is called the inside-out approach, which puts you at risk of high customer churn and often results in having to invest in an expensive client acquisition strategy. Acquiring a new customer can cost you 5 times more than retaining an existing customer (Invesp Consulting: Customer Acquisition vs Retention).
To avoid having to go down this expensive road, the best thing your company can do is have a robust CX strategy in place that is geared toward client retention, risk mitigation, and identifying cross and up-sell opportunities. Did you know that the online marketplace has led to the number of customer touchpoints growing by 20% every year? This means that having an integrated customer journey becomes vastly more complex, and why having an effective CX strategy in place will serve you.
With cross-sector experience and expertise, we will work with you to design and implement a CX strategy that is underpinned by data-driven customer insights. This will ensure you offer a market-leading customer experience that is streaks ahead of the competition.
"We value their input offering us an independent view in terms of strategic alignment. We are confident that they are the experts and they have enabled us to take CX to the next level. We have been tracking the client experience since 2017 as a result of the intel that nlighten provides, it has improved. nlighten is an integral part of that improvement I see Nathalie and Brendon as friends as well as trusted partners with a great deal of integrity. "
"We have received very valuable feedback which highlights where we are at risk of losing a client and also where we are doing well and what opportunities we can build on. Getting closer to the customer is of top strategic importance. nlighten has helped us start that conversation with our clients, which is something we haven’t been very good at in the past. They are very hands on and involved. They are the easiest service providers that I have had to deal with. "
"nlighten have made us sit up and think. The issues that they have raised have informed our business strategy and we have taken very specific actions as a direct result. We can rely on nlighten to tell us the truth. Often the client might tell us one thing that is not necessarily the whole truth (clients want to protect us because there is a long-term relationship in place) so clients are generally more frank with nlighten and the feedback is more balanced and more mature."
Drop us a message below and we’ll be in touch to discuss the best course of action for your business.
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.
By partnering with us, we will work with you to develop a fail-proof CX plan that will:
We use an award-winning multi-disciplinary approach to tailor end-to-end CX solutions for your business.
Our in-depth Voice of the Customer research (VoC) uncovers deep insights into what your clients actually think about doing business with you. Our promise with our VoC offering is to give you meaningful, actionable insights that work to retain your clients and grow your business.
To help our clients proactively address their customers’ needs in real-time, we have developed nsights; a proprietary online platform that allows immediate access to customer feedback in a seamless and easy-to-use way.
By extracting key customer research insights, we develop an action-focused CX 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 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.
