WELCOME
Welcome to The CX Lighthouse. We exist to help businesses scale and navigate towards success.
Can you fully appreciate the value of what a lighthouse represents? It is a symbol of hope, guidance for safe navigation and improved visibility. It is protection from unseen danger. A beacon.
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Today, many businesses in diverse industries can benefit from a strategic Lighthouse that allows them to navigate their customers, employees and their industry in such a way, that the result is keeping more customers, boosted revenue and competitive advantage.
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Enter The CX Lighthouse.
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At the CX Lighthouse, we bring diverse experience and technology support to provide bespoke training, consulting and solutions. We focus on 2 critical but often uncovered invisible forces: Avoidance Behaviors that derail leadership success; and the Underused Business Compass that reveals what's working, what's failing and what's coming next.
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By leveraging over 2 decades of experience in multiple industries, it affords us the ability to provide solutions to those critical challenges that compromise key goals such as revenue growth, customer retention and competitive advantage - using Customer Experience Management (CXM) in tandem with Behavioral Science. Our goal at the CX Lighthouse is to buoy business growth, leadership capacity and revenue creation in such a way that helps businesses create customers who buy more, stay longer and refer others.
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AVAILABLE NOW on Amazon - The CX Lighthouse: Navigating Business Growth with Customer Experience $18.99 USD​. A book by R.A. Nicholas & Solomon Akinlua, PhD
It includes a foreword by Mark Slatin, CCXP and Professor of Practice, in the Master of Science in Customer Experience Management (CXM) at Michigan State University; the host of Forbes Top 10 Trending Business Podcasts: The Delighted Customers Podcast; and creator of The Trusted Guide Roadmap™ Master Class.
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Review of the book:
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"Many businesses, especially small and medium-sized ones, struggle to implement effective Customer Experience Management (CXM) strategies. It’s not because they don’t want to: most business leaders understand that Customer Experience (CX) is their ultimate competitive advantage. But leaders don’t know where to start and how to scale their efforts efficiently. That’s exactly why this book is so important. The CX Lighthouse presents something remarkable: a practical framework that demystifies CXM and makes it accessible to businesses of any size."
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- Dan Gingiss, author of multiple award winning ‘The Experience Maker: How to Create Remarkable Experiences that Your Customers Can’t Wait to Share’ and International Customer Experience Keynote speaker.
Services
SMBs: Training, Consulting & Technology
Enterprise: Consulting & Technology
These engagements are ideal for roles that have responsibility for driving Revenue and Customer Retention in businesses that are not mature with Customer Experience and without a Customer Experience function (or department) who see the amplifying value of building Customer Experience Management into their strategy for growth.
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In it, we'll take a strategic-level deep dive that will help solve problems that include: reducing leadership team and business development team blind spots; reducing customer defection; reducing customer acquisition cost; scaling customer growth; improving customer loyalty and wallet-share; using customer and employee feedback to improve operational efficiencies; identifying parts of your process that create revenue drag.; designing a custom CX strategy...and more! We'll be able to offer tailored tech-based solutions that support your business goals for scaling.
These engagements are ideal for enterprises that have a CX function or department and have begun adopting Customer Experience Management in their current strategy and are seeking ways to scale their efforts to multiple locations - nationally or internationally.
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Here, the focus is on identifying where the current gaps are, co-create a corrective strategy and co-design the CX technology solution that would best meet your needs. This requires cross-functional participation to begin. After identifying baseline customer and employee experiences, we'll identify the high ROI opportunities that exist, the corrective action needed, and the technology required to empower execution of corrective action. Here, our globally respected tech partners will add customized value and insight.
Additional Services - Scope Assessment required
Impact > Intention. Customer Experience (CX) has been around since 2003 as a proven, evience-based business strategy that results in increased Loyalty, increased Revenue and Competitive Advantage. The intention of any strategy can be impressive but most important is the impact on revenue, cost management and growth. Impact is greater than Intention. Adopting Customer Experience Management and leveraging the following additional services amplifies our ability to improve your business outcomes.
Leadership & Business Development Improvement
The people of an organization are often overlooked when talking about executing strategy. We use Behavioral Science to uncover any key blind spots that can derail or delay optimal performance in leadership and business development roles. This is one way we help businesses improve capacity for business growth.
Advanced Customer Intelligence
Understanding your customers is essential today for marketing strategy, as generic messaging is ineffective. However, many organizations struggle with manual processes and data silos in buyer persona creation. Managing customer data can be complex and time-consuming. We can simplify and speed up this process, enabling you to concentrate on growing your business.
AI-Enabled Technology
There is only so much that can be done manually by your employees. For businesses with a larger footprint, we'll provide you a customized Data Analysis Accelerator solution to help you accelerate time to actionable insights and decision-making, thereby empowering the scaling of your business - regardless of size or industry
Let's Talk!
Hello
Firstly, thank you for visiting The CX Lighthouse. We're excited at being considered your future partner in business success via Customer Experience Management Consulting, Training and Technology.
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With 25+ years of experience in Sales Operations, Retail, FMCG, Financial Services and Healthcare at operational and C-Suite levels in the Caribbean and the U.S., I have seen enterprise challenges from diverse lenses. After experiencing the global financial crisis of 2008 and witnessing the revolutionary customer-centric strategies employed by many industries to excel through the crisis, my passion to change how customers are understood was lit ablaze. Imagine, businesses can actually be sustainably successful by scientifically understanding customers and employees better, and meeting customer expectations in an optimal way that grows the business - that gets me pumped. Together, let's make your leadership more visible and your customers more loyal. Let's go WiN!
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We'd love to earn partnership with you in your success.
Roger Nicholas, CEO
The CX Lighthouse, LLC.
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Scaling Your Business with Behavioral Science
