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My Epic Customer Experience Failures – Google Hangout with Ian Golding

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at http://cxday.org For our celebration of CX day, Ian Golding and I thought that we would not only look …

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AI is already here – we just call them Transformers!

In my line of work, we do a lot of mystery calls and immersions and I am always amazed at how little we as customers expect from service as a whole in this country. We expect that the call will be dropped, that the Interactive Voice Response (IVR) will be difficult (or in some cases impossible) to navigate, that the …

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CX Day 2017 Customer Journey mapping Questions

In the lead-up to CX day on 3 October, we invited you to submit your Customer Journey Mapping questions and challenges for us to answer. Below is a video where we answer the questions and show you some cool things! You can also download our Customer Journey Mapping Pocket Guide for a limited time for free. Video with questions and …

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“Do you have a reservation?”

Usually, people with restaurant reservations, say “Hey, I am Chantel and I have a reservation for 5” This is the reason why I turn into a witch when I say “May I please have a table for 5 people” and get asked, “Do you have a reservation?” For a fleeting moment, the story I tell myself is that somehow I …

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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 something as tangible as a process map to feel like it’s not all “soft and fluffy” as one of my Lean-Six Sigma colleagues referred to our Customer Experience efforts… Many of our customers contact us once …

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The 5 reasons I love being a consultant

I have been a business consultant for 15 years and have worked for my own brand for the last 5 years. This is what I love about it. I can be a 100% honest and clients pay me for that. I am like your best friend who tells you that there is spinach stuck in your teeth without causing shame, …

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Training Course: Fundamentals of Organisation and Relationship Systems Coaching

Whether you are a leader, coach or consultant who cares about branding and impact – the point is that you are impacting a relationship system of people. At work, inside your business and in the marketplace as well as in personal life, relationship precedes results. Here is an amazing course that helps you really make a difference in human systems – …

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Amazing Offer from UXPressia for CEM Africa Summit Delegates

UXPressia is BrandLove’s favourite Journey Mapping tool! About them: We love making services and products better – and customer journey is one of our favourite techniques. We created UXPressia to make our job easier without spending extra time on making CJMs beautiful. We hope it makes yours easier too Amazing CEM Africa Summit Offer 80 coupons “brandlove_workshop_1m”. Each of this …

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Workshop at CEM Africa 2017 – The chief customer officer playbook – Executive Master-class

This master-class will give you as a leader an overview of what is required to lead customer experience transformation in a complex business environment. The agenda will include: 1. Understanding how your customer experiences your brand today. 2. Creating alignment in the organization on the customer experience efforts. 3. Looking at customer experience maturity frameworks to assess where your organization …

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Workshop at CEM Africa Summit 2017 – The art and science of facilitating customer journey mapping

Duration: 60 minutes Summary: This workshop will provide an overview of the skills required and process followed to facilitate an extraordinary journey design session. o You will be taken through the process of defining the outcomes of your journey mapping session, o Selecting the appropriate audience for the session o Planning and preparing and running a journey design session This …