Eat Your Own Lunch: The B2B Client Experience Handbook

Eat Your Own Lunch is written by nlightencx CEO Nathalie Schooling and Director Brendon Bairstow-Klopper. Along with two decades of research, this manual outlines their expertise in CX strategy development, training, customer journey mapping, and experience redesign in a how-to fashion. "It's not a Band-aid or a marketing project. Great CX has to become part of the very fabric and DNA of your business." As the leading CX experts in South Africa, nlightencx's team transforms insights and data into strategies that lower risk, take advantage of cross and up-selling opportunities, secure loyalty, and foster growth. This enables businesses to enhance CX based on a solid, "no-nonsense" strategy that gets to the heart of consumer habits and perceptions. When most people think of innovation, they think of technology or large-scale improvements that take time and resources to implement. Without dismissing the role of technology and digital as enablers of CX, the book highlights small incremental changes that can be implemented quickly and have a large impact on the overall experience. For businesses looking to bridge the gap between doing business and growing meaningful human connections that attract investors, the methods in Eat Your Own Lunch will aid you in taking your first step. The handbook's easy-to-read format ensures that everyone can use the insight and understanding, not just those in client-facing roles.