Chantel Botha

Declutter Your Customer Experience

I recently followed Mari Kondo’s method of decluttering my house. I got everyone in the family on board. Well almost everyone. Some were more reluctant than others. This process of training oneself on what joy feels like was a foreign and new experience for me....

Culture can only be what is in the room

Culture is such a crucial component to customer and employee experience that I felt compelled to write about this! I die a little every time I enter a new prospective client and I see elaborate posters, clearly designed by some agency, on the wall that...

Customer Experience Wishes for 2018

What does 2018 hold for consumers and the people who design experiences for them? Every year I venture to make predictions look at trends and guess what consumers will think, feel and do. This year is different. I am not going to predict or assume....

Top Consumer Trends in 2017 That Have Put New Demands on How We Design...

Copyright: stevanovicigor / 123RF Stock Photo I would like to just review the trends that we identified at the beginning of 2017 that we believed would create pressure for how new experiences needs to be designed and set the bar for consumer expectations and I...

Create a customer experience transformation programme that delivers results

I regularly meet executives who tell me their customer experience initiatives are not meeting their expectations, and when I look deeper I find some or a combination of the following: • An obsessive single focus on voice of the customer measurement, but not enough focus…

“I have a customer journey map – What now?”

Are you a CJM(Customer Journey Mapping) junkie? I ask that with a lot of love and respect because I know how we yearn for something as tangible as a process map to feel like it's not all "soft and fluffy" as one of my...

2016, the year of courage to transform your customer and employee experiences!

Copyright: mopic / 123RF Stock Photo Looking back on 2015, I am trying to find the one thing that surprised me in the research and work we did for customers during the year. There were many learnings, but the one single thing we identified, where...

Customer Experience F-Words

When Customer Experience is introduced into a corporate strategy or dusted off, when it has been there all along, as a part of a strategy review, it can be a daunting task. Customer Experience is not a neatly scoped project that involves only a...

The 4 C’s of Customer Experience

Copyright: / 123RF Stock Photo I was listening to a lecture on traditional marketing and the 4p’s of marketing and I want to contend that the 4c’s of customer experience are going to replace the 4p’s in importance in an ever-expanding market where products...

Customer Experience rescue lesson: The art of an apology

Copyright : Micha Klootwijk Physiologically we are inclined to activate the lizard brain when we have an angry customer on the phone and we can choose one of two reactions: fight, which results in a defensive response or flee, which results in loss of...

Customer Experience opportunities in 2015, the year of love!

Copyright: / 123RF Stock Photo As has been customary for the past three years, I take out my crystal ball, dust it off and, like any good consultant, venture to say what I think is going to happen in the next 12 months. So...

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