Johan Botha

The importance of disparity in customer experience

Gansbaai is a rural fisherman’s village located on the southern coastline of South Africa. Like so many other rural towns around the globe, the fish stock started to decline year after year and the economy could not sustain the local workforce. More and more...

Customer experience as the ultimate equaliser

“People dancing on graphic equaliser background: Freepik.com”. This cover has been designed by kjpargeter using resources from Freepik.com When do brands have an impact on our lives? Is it when they provide us with their value proposition or perhaps when they innovate the next best...

ROI on Customer Experience is as simple as replacing these APPS

Some might reason I am a bit of an “appsoholic” as I just cannot help myself when new apps are released. I have little self-control and just have to experience them! So the download begins … More often than not the app is rubbish, which...

Customer Experience with a 25-year guarantee?

Copyright: gmast3r / 123RF Stock Photo Two days ago a man extended his hand to me in a friendly gesture with the words “Hello Johan” and I instinctively knew I was in the presence of a superhero. Although he was dressed casually and was smallish...

Why the Chief Customer Officer should be the Leatherman on your company’s belt.

During a recent customer experience cultural intervention workshop my agency’s Customer Experience Interventionist asked the participants to name a brand they are not only loyal to, but love so much they will run into a burning building to save it! This made me think....

“Yes, baby, yes!!!” Faking customer experience almost always ends in separation.

Before we can understand the faking of customer experience by brands, we actually need to define customer experience correctly. Customer experience is not how you feel about the brand or company you are interacting with, but rather how YOU feel after interacting with a brand...

Let’s punish them for being loyal to us!

  I recently read a post on social media about one unfortunate individual who had been treated very unfairly by a business. As a customer experience design practitioner this just did not make any sense to me at the time, but the more I analysed...

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