Bio

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. BrandLove has created thousands of Brand Warriors across industries, including Banking, Insurance, Investments, Retail, and facilities management. Our clients have experienced results in as short as 12 weeks where customers complain less, buy more, and employees are happier and more enthusiastic about their work. I am a computer scientist and mathematician by education, but I realized mid-career that the human operating system intrigues me more than systems code. Through my process of evaluating, elevating and evolving, I help leaders and organization create better experiences for each other and their customers. My mission is to unlock the genius in people. I envision a world where leaders are confident to lead their brands proudly, and employees are excited to represent their brands with care and confidence. I want to create workplaces where employees switch from autopilot to fully engaged. They know the experience they need to deliver to be ''on-brand'' and precisely how to deliver that experience. I love it when clients tell me how our learning programs have energized their employees, how much better the ''vibe'' is in the company, and how the business results show that the investment in upgrading the ''human operating system'' has paid off. Our clients have one thing in common, they believe that people are their competitive advantage and investing in the experience that their employees deliver will become their most powerful marketing tool ever! When I am not working, you will find me cooking up Yotam Ottolenghi Recipes or volunteering at the African Penguin Sanctuary. I want results and get annoyed when clients don't listen and, more importantly, don't act. If you are serious about your customer experience (CX) and employee experience(EX) and are committed to results, I would be delighted to show you how we get results quickly with a team on your side committed to making an impact. If you are curious about how much potential your brand has to improve its customer's experience(CX), take this quiz https://brandlovequiz.scoreapp.com and then book a one-on-one call with me.