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CUSTOMER EXPERIENCE TRAINING GAMES

BENJAMIN FRANKLIN

Tell me and I forget

Teach me and I may remember

Involve me and I learn

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

Customer Games Gallery

CJ Game Final board no logo png.png

CUSTOMER EXPERIENCE TRAINING GAMES SERIES

GAME 1

THE CX LEADERSHIP GAME

PARTICIPANTS

EXCO/ LEADERSHIP

Designed to shift the thinking of senior leadership about the key concepts

and the part they need to play in creating and driving a customer centric strategy

GAME 2

THE

CUSTOMER JOURNEY GAME

MANAGEMENT, HOD'S,

SALES PEOPLE, SUPERVISORS

A simulated end-to-end customer journey. Designed to shift the thinking of management from delivering customer service to driving customer experience.

GAME 3

THE

CUSTOMER SERVICE

GAME 

for Restaurants

PARTICIPANTS

FRONT LINE EMPLOYEES

A simulated customer service journey for frontline staff, designed to shift thinking  from delivering customer service to driving customer experience and highlight the key touch points of a customer journey

DOWNLOAD

THE CUSTOMER EXPERIENCE COMPANY

RATE CARD

OR VISIT THE

CX SHOP

& BUY ONLINE

CX Shop

LET'S

CONNECT

If you would like to more about the Customer Experience training , please connect via the contact form, email or mobile # +27 82 457 5752

or call now for more info

EXECUTIVE PRESENCE PTY LTD t/a CUSTOMER EXPERIENCE COMPANY   

CONTACT #  LYNN BAKER -  +27 82 457 5752   EMAIL :  lynn@cx-company.com

Sandton, Johannesburg, Gauteng, South Africa