How To

Create A Customer Journey

Chantel Botha, founder and managing director of BrandLove, shares how to think about, and create, customer experiences that are remembered for the right reasons.

About This Recipe

How often don’t we hear people say that their businesses or jobs would be great if not for customers. Sadly, many businesses also treat their customers like a nuisance, instead of the lifeblood of the company.

How to treat customers differently is the focus of this recipe in which Chantel Botha, founder and managing director of BrandLove, shares her knowledge of - and passion for - closing the gap between what your brand promises and what it ends up delivering.

She introduces us to moments of magic versus moments of misery and the concept of a lifestone (as opposed to a gravestone) when defining the essence of your brand. Chantel also highlights the importance of keeping customer promises, and empowering employees to hold each other accountable to the company’s values.

Cover These 10 Steps

Step 1: Understand Your Customer
Step 2: Define Your Brand Essence
Step 3: Create A Strong Culture
Step 4: Listen To Feedback
Step 5: Provide An Exceptional Experience
Step 6: Offer Personalised Experiences
Step 7: Use Technology To Your Advantage
Step 8: Keep Your Promises
Step 9: Create A Remarkable Customer Journey
Step 10: Evolve With Your Customers

Is This The Recipe For You?

Watch these videos to understand, who our Heavy Chef is, what the topic is, what mistakes entrepreneurs often make when it comes to this topic as well as the benefits it brings.

Take The Challenge

In this challenge, define your brand essence to start taking the steps to craft the ultimate Customer Experience.

Start Now

Learn:

watch Chantel's bite on defining your brand essence.

Do:

Write your life stone, ask yourself:

What do you want to be known for as an individual?
What do you want to be known for as a business

Share your answers via email for the opportunity to get some Heavy Chef advice [email protected].

Live Recipe

Are you struggling with this topic? Join Chantel LIVE, where she will answer your questions to assist you in your journey.

Secure Your Spot

Live Recipe: Chantel Botha - 26 July 2023 18:00.

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Who Is Our Heavy Chef?

A computer scientist and mathematician by training, Chantel Botha switched to working with the human operating system 15 years ago. BrandLove, the name of the company she founded, aptly captures the essence of Chantel’s own brand, which she describes as unlocking the genius of people through kindness and generosity. In this spirit, she turns ordinary employees into brand warriors by closing the gap between what a brand promises and what it delivers.

Chantel is also the author of The Customer Journey Mapping Field Guide.

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Learn

Learn from someone who speaks from a position of real authority, perspective and experience.

Do

Implement practical tips and techniques learned in the trenches - doing, rather than talking.

Join a cohort of like-minded entrepreneurs in our growing community and share your learnings as you go.

Get Learning

This entrepreneurial micro-course will take you only a few minutes per day (or you can binge if you want to). Feel free to skip around and please let us know what you think.

Tuck In

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