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LET'S MAKE LEARNING
FUN AGAIN!

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LET'S
GET
INTERACTIVE

The Customer Journey Game is an interactive employee engagement tool based on the simple methodology of Monopoly, where players win customers or lose customers based on the experience  at key touch points along the customer journey.  

The player with the most customers at the end wins - just like in business!  

customer
jourNey

Built around the 5 stages of a customer journey, the objective of the game is to expand employee thinking from purely focusing on the sale, to understanding the customer journey, because a purchase starts long before they buy; and lasts long after they purchase. Whether customers search online, visit a store, call the office or engage with a sales representative, these are all key touch points along the journey that influence the experience and that every person in the organisation plays a key role in the outcome.

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Wall of ideas

MOMENTS
OF
TRUTH

Immersing employees in the interactive Customer Journey Game allows them the opportunity to consider all the key touch points, pain points and 'moments of truth' along their customer's journey and share ideas on improvements  that could enable a frictionless customer experience.

WATCH THE GAME

ABOUT THE GAME

WHERE/ WHO

  • CONFERENCES

  • MEETINGS

  • TRAINING SESSIONS

  • STRATEGY SESSIONS

  • ASSOCIATION EVENTS

Each game box contains elements for up to 8 players  per  team,  recommended for minimum of 4 maximum of 8 players per team

The Customer Journey Game reinforces the concept that every person in the company is responsible for serving the customer and ensuring a great end-to-end experience. The lessons learned during the Customer Journey Games are of benefit to employees at every level in an organisation.

HOW

Players throw a dice, move a piece around the board and land on either ‘Happy Customers’; Unhappy Customers’; or ‘Tasks’. They then take a corresponding card which details how the customer perceived the experience at that stage of the journey.  Depending on the result, players 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 take a team selfie.

 

The player with the most customers at the end of the game Wins.......just like in business.

OBJECTIVE

The Customer Journey Game highlights that businesses gain more benefit from retaining 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, as opposed to upselling to an existing customer. 

 

To increase customer retention, every employee needs to identify their part in the customer journey and consider how they can add more value. 

OUTCOMES

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 to deliver a frictionless experience within their company.  Participants are asked to identify and commit to "3 Quick Fixes" that they can implement on returning to the office, that will improve the customer journey immediately.

LET'S
CONNECT

  • Mobile
  • LinkedIn
  • Instagram
  • YouTube
  • Facebook
  • Twitter

Please contact us if you have any further questions or would like to book the

Customer Journey Game

GALLERY