In this episode we speak to Chantel Botha, MD and founder of BrandLove, a customer experience design consultancy based in Cape Town. Chantel is passionate about customer experience and sees it as a blend of art, magic and science. We couldn’t agree more.
We talk about the difference that can be made if executives and companies start thinking about the small changes they can make to deliver better customer experiences, and also the difference that can be made by focussing on the return on relationships as opposed to the return on investment made off of customers. When companies own the idea of customer experience, they are more likely to ensure that it is implemented.
We chat about the effect of COVID-19 on the future of customer experience and what the impact of this will be on big brands. Will brands that have empathy during a worldwide pandemic possibly be the ones that come out the other side as winners?
Listen to the full podcast here