CUSTOMER EXPERIENCE INTERACTIVE TRAINING GAMES
Customer Journey Game brief intro
LET'S MAKE LEARNING
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.
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.
PLAYED & HOW MANY CAN PLAY?
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
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.
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.