Chantel Botha
Chantel Botha
I'm Chantel Botha, the author of "The Customer Journey Mapping Field Guide" and the founder of BrandLove.
I help business leaders to empower their teams to live their brand proudly.
I am passionate about closing the gap between what a brand promises and delivers in reality. Employees are often the moment of truth in customers' experiences with a brand. Over the last 15 years, I have perfected the recipe to turn ordinary employees into Brand Warriors.
From Struggles to Success: Overcoming Challenges and Achieving Measurable Results in Your Customer Experience (CX) Team
In the realm of Customer Experience (CX), teams often embark on a challenging quest to deliver exceptional service. However, they frequently encounter obstacles that...
Turn overwhelm into excitement for your CX team in 2023
This article will help you to turn the 2023 mountain of uncertainty, doubt and overwhelm into excitement and anticipation for the journey. Many CX teams...
Disruption to the Employee Experience – We need a vaccine for fear!
Let’s go back three months and look in detail at the world of work. Many countries across the world have a high unemployment rate,...
Are your journey maps tuning into wall paper?
Present your journey maps in an impactful manner that inspires change! In this article, I will share a few thoughts on how to present journey...
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...
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...
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...
Top Consumer Trends in 2017 That Have Put New Demands on How We Design Customer Experiences
Copyright: stevanovicigor / 123RF Stock Photo I would like to just review the trends that we identified at the beginning of 2017 that we believed...
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...
“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...
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...
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...
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...
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...
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,...