Voice of customer research
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.
Good VoC research goes beyond just sending out surveys and hoping for kind comments. It digs deeper, and shifts from collecting aggregate data to collecting information about each individual. Most importantly, it asks the right questions. While collecting feedback has always been an important part of marketing, it’s knowing how to use this feedback to constantly improve on your offering that will set you apart from your competitors. You need to be speaking directly to your customer’s ever-changing needs.
Take a look at our 10-minute explainer video on how we use our True Voice of Customer Programme to increase a company’s sales by up to 30%. Purposefully designed with three unique stages, this framework is a game-changer for businesses as it takes them from being genuinely customer-unaware to customer-centric.
Interested to see how our True Voice of Customer programme can increase your sales by up to 30%?
Strategic client research
This involves conducting strategic research with key decision-makers and stakeholders. This study’s findings reveal how well you are meeting your customers’ needs and demands, as well as identifying key areas of risk, which is detrimental to client retention.
Operational research
At the management level, we conduct operational research to provide insight into your day-to-day operations. You’d be surprised how much of what happens at this level either enhances or detracts from your client’s experience. Understanding what needs to be improved internally to meet the expectations of your customers is a key takeaway from our operational level.
Customer focus groups
Our expert research facilitators lead focus groups to collect feedback and actionable insights from your customers. Our approach is collaborative, putting participants at ease and engaging them. Our collaborative methodology not only tests customer sentiment, but customers are more likely to be truly open and honest because we are independent of your company. While feedback can be negative at times, it is extremely beneficial in developing deeper relationships with your clients.
Employee engagement research
Often an overlooked area in companies, employee research helps us to gain a thorough understanding of employee work satisfaction and involves a deep dive into what’s making them happy or unhappy. We then work closely with your team to design practical solutions that empower them, and improve productivity, customer service and overall performance.
Mystery Guest Shopping Experience
Sometimes becoming one of your customers is the best way to understand them. Our mystery guest and shopper services give you firsthand knowledge of what your customers do. To rigorously test your operations, products, and customer service, we use a network of highly experienced mystery shoppers who gather information from all sectors. By the end of the process, they will have a list of what you’re doing well, what needs improvement, and how you can improve the customer experience.
"nlighten consistently demonstrates that they understand our expectations. The qualitative feedback they have provided in terms of our client’s perception of our service has helped us to keep on top of our game. We have transformed the business as a result. There is a growing trend globally to provide evidence of the CX. We have an internal process at Tsebo to monitor client feedback and the research from nlighten provides the qualitative element. They have been a great support on this journey."
"nlighten will always be a partner that we can use for research and as a sounding board. They have assisted with tactical business projects where we needed some immersion work to be done to inform the way forward for those projects We see them as a trusted partner who offer thought leadership and insight into global best practice. We need to continuously be innovative, and I believe that this is the area that nlighten adds value. "
"nlighten delivered on their promise and our expectations were fully met. They took the time to scope the interview questions with me and the feedback that we received was spot on. They are extremely professional. We see huge value in engaging with nlighten. They offer a personal touch in hearing the voice of the customers. I much prefer this approach to an online survey. The interviews are professionally conducted, and the feedback has been trustworthy and informative. This speaks volumes about nlighten’s credibility. "
If you’d like to know more about the services we offer, send us a message and we’ll get back to you.
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.
