CUSTOMER EXPERIENCE INTERACTIVE TRAINING GAMES
Customer Journey Game brief intro
LET'S MAKE LEARNING
FUN AGAIN!
WHAT ARE
CUSTOMER
EXPERIENCE
INTERACTIVE
GAMES?
The Customer Experience Interactive board games are designed to shift the thinking of all levels of staff about what it means to move beyond merely delivering customer service to driving customer experience
The games were created on the simple methodology of Monopoly, the only difference is that in Monopoly players win or lose money, in the Customer Games players win or lose customers and the player with the most customers at the end wins - just like in business!
Research proves that immersing employees in interactive training increases their attention, as well as retention of the lessons learned. The Customer Games allow employees to identify key touch points and pain points along the current customer journey and allow them the opportunity to offer their recommendations for improvements. After all, employees are the ones at the front line of any business and they hear first hand the compliments and complaints of customers.
WHAT METHODOLOGY
ARE THE
GAMES
BASED ON?
The Customer Journey Game was conceptualised on the philosophy by Benjamin Franklin:-
Tell me and I forget
Teach me and I may remember
Involve me and I learn
The Customer Journey Game methodology was based on the simplicity of Monopoly, where players win or lose money based on their actions. In the Customer Experience Games, players win or lose customers based on their actions.
Built around the 6 stages of a customer journey, the games expand the view of the players, from understanding that a customer purchase starts way before they buy and lasts long after the purchase. Whether customers search online, visit a store, call the office or engage with a sales representative, there are key touchpoints along the journey that influence customers to purchase or not purchase. The games give employees the opportunity to identify possible paint points and 'moments of truth along the journey and give feedback on how they could improve them.
WHERE
CAN THE
GAMES BE
PLAYED & HOW MANY CAN PLAY?
-
CONFERENCES
-
MEETINGS
-
TRAINING SESSIONS
-
STRATEGY SESSIONS
-
ASSOCIATION EVENTS
Each game box contains elements for up to 10 players per team.
It is recommended to have a minimum of 4 and a maximum of 10 players per team
HOW ARE
THE
CUSTOMER
GAMES
PLAYED?
Players throw a dice, move a piece around the board and land on either ‘Happy Customers’; Unhappy Customers’; or ‘Tasks’. Then they take a corresponding card which advises them how the customer has experienced that stage of their journey. Depending on the result, they will either win a customer or lose a customer. Along the way, they may be required to do a Google search for their company services, check out the website of their competition, search for compliments on Twitter, repeat the company values or event take a team selfie.
The player with the most customers at the end of the game Wins.......just like in business.
WHO
SHOULD
PLAY THE
CUSTOMER
EXPERIENCE
GAMES?
On the basis that everyone in the company is responsible for serving the customer and ensuring a great experience, the lessons learned during the Customer Journey Games are of benefit to everyone in an organisation.
However, different levels of employees make different decisions that impact the customer journey. For this reason, three levels of the game have been developed to apply to varying levels of responsibility.
-
THE CX LEADERSHIP GAME - focuses on the strategic decisions that Boards & Exco need to make in order to influence a customer-centric culture from the top of the organisation.
-
THE CUSTOMER JOURNEY GAME - is for Management, HOD's, Supervisors, Sales and support personnel to better understand the key touch points, pain points and moments of truth in the current customer journey and identify improvements.
-
THE CUSTOMER SERVICE GAME - is for front line employees who come face to face with customers every day and acts as a reminder of the the brand values of the business, as well as reinforces the service standards they are required to perform in order to deliver on the company brand promise.
HOW LONG
IS THE
CUSTOMER
JOURNEY
GAME?
CUSTOMER EXPERIENCE GAMES PLAYED AS INDEPENDENT SESSIONS OR AT CONFERENCES :-
THE CX LEADERSHIP GAME 30 - 40 minutes
THE CUSTOMER JOURNEY GAME 60 minutes
THE CUSTOMER SERVICE GAME 30 minutes
The Customer Experience Games are fun and effective as a kick-off sessions to set the theme
for conferences, seminars and training.
However, the true value is realised if they are combined with feedback sessions or training workshops that follow, that give employees the opportunity to share the lessons learned
from the game and get the opportunity to put forward their recommendations and solutions
to current pain points in the journey. Research shows that if employees are involved in
identifying problems and contribute to solutions, they are greatly more inclined to adopt
the changes. Employee engagement is therefore a critical element of culture change and
process improvement in the pursuit of delivering customer excellence.
OBJECTIVES
& OUTCOMES
OF THE
CUSTOMER
GAMES?
The Customer Journey Game was designed on the basis that businesses gain massive benefit from retaining current customers and increasing customer loyalty, rather than placing all their attention on customer acquisition. Statistics also show that it costs 8 times more to acquire a new customer, than to upsell to an existing customer.
To increase customer retention and drive loyalty, every person in the business needs to understand the important part they play in the customer journey and identify where they can add more value. The game increases awareness of the end-to-end customer journey and strives to achieves this objective.
At the end of the game, The Boss & The Banker (the Team Leader) asks team members to put forward ideas on how they think people, processes and technology could be improved at each stage of the customer journey; i- ‘Awareness, Consideration, Purchase, Loyalty and Returning customers. All ideas and recommendations are written down and given to management for consideration after the event.
Players are also required to commit to "3 Quick Fixes" that they can implement on returning to the office, that will improve the customer journey.
WHAT'S NEEDED
TO PLAY
CUSTOMER
GAMES ?
The Customer game board are printed on banner material and the dimensions are Length 1000mm x 830mm.
The game can be played on any table surface, from boardroom tables to round event tables of 1800mm
BOOK
THE CUSTOMER JOURNEY GAME
FACILITATED
IN-PERSON
SESSION
Duration - 1 - 2 hours (depending on client needs)
Participants - up to 48 participants in 6 teams
Book any one of the interactive, in person facilitated 1 - 2 hour Customer Game to shift thinking from merely delivering customer service to driving customer experience.
This package includes the HIRE of 3 x Customer Games Boxes for up to 30 participants and 90 minutes professional facilitation in the Johannesburg area.
BOOK
THE CUSTOMER JOURNEY GAME
+CUSTOMER
JOURNEY
MAPPING
SESSION
Duration - Full Day - 8 hours
Participants - 4 x teams of 8 per team = 48
These sessions start with a 45 minute keynote speech on the difference between customer service and customer experience, followed by the interactive CX Leadership Game for 60 mins and then a Customer Journey Mapping workshop where participants will identify key touch points, pain points in the current customer journey and make recommendations for improvement.
This package includes the HIRE of 6 x Customer Journey Games for up to 8 participants in 6 teams, plus 6 x A0 size, laminated generic current Customer Journey Maps and facilitation by a Customer Experience Specialist.
