150335692444037 CUSTOMER JOURNEY GAME | CXConnexion | Gauteng

LET'S

GET

INTERACTIVE

WHAT IS

THE

CUSTOMER

JOURNEY

GAME?

The Customer Journey Game is a facilitated interactive business board game, designed to shift the thinking of employees from focusing primarily on the point of purchase, and expand their view to all the touch points a customer engages with the business. If we are to win the hearts and minds of customers, it’s essential that every employee understands the entire customer journey and considers where they can better influence the experience.

 

Designed to simulate an end-to-end customer journey, this is as close as you will get to understanding the customer experience and allow employees the opportunity to find areas of improvement.

Tell me and I forget

Teach me and I may remember

Involve me and I learn

BENJAMIN FRANKLIN

WHAT IS

THE

CUSTOMER

JOURNEY

GAME BASED ON?

 

The Customer Journey Game is based on the 6 stages of a customer journey.

 

To better understand our customers, it’s important to acknowledge that their purchase starts way before they buy; and their experience lasts long after the purchase. Whether customers search online, visit a store, call the office or engage with a sales representative, recognizing the key touchpoints during their end-to-end journey, allows us the opportunity to better influence their purchasing decisions.

The Customer Journey Game is designed to highlight the 6 stages of a customer lifecycle and consider where improvements can be made.

WHERE

CAN THE

CUSTOMER

JOURNEY

GAME BE

PLAYED?

  • CONFERENCES

  • MEETINGS

  • TRAINING SESSIONS

  • STRATEGY SESSIONS

  • ASSOCIATION EVENTS

HOW MANY

CAN PLAY

THE

CUSTOMER

JOURNEY

GAME?

Minimum 6 players – Maximum 200 players.

Players are split into teams of 6 - 8 players depending on the size of the group

HOW IS

THE

CUSTOMER

JOURNEY

GAME

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

JOURNEY

GAME ON?

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 Game are of benefit to everyone in an organisation. The Game is designed to simulate a customer journey and is therefore relevant to all levels of employees, from senior management to front office and support staff.  Another objective of the game is to highlight the importance of breaking down silos in a company, to ensure that brand promises are being delivered consistently throughout the customer journey.

HOW LONG

IS THE

CUSTOMER

JOURNEY

GAME?

The Customer Journey Game lasts 2 – 3 hours, depending on the time the client has available.

The Game opens with a 30-minute presentation entitled ‘What’s the Difference between Customer Service & Customer Experience’ which lays the foundation for the game.  The game is then played for 90 minutes. At the end of the game, there is a facilitated ‘Feedback Session’ where participants are asked to share what they learned during the game and put forward ideas on how they believe the current customer journey can be improved.

OBJECTIVE

OF THE

CUSTOMER

JOURNEY

GAME?

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.

OUTCOMES

OF THE

CUSTOMER

JOURNEY

GAME?

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.e ‘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

JOURNEY

GAME ?

The Customer Journey board game is printed on pvc and the dimensions are Length 1600mm x 1200mm. The game can be played on any table surface, from boardroom tables to round event tables of 1800mm

WHAT'S

THE COST

OF THE

CUSTOMER

JOURNEY

GAME?

CUSTOMER

JOURNEY

GAME

IN ACTION

EMPLOYEE

FEEDBACK

No-one understands our customers better than our employees!

No-one understands our system and processes  better than our employees!

 

So we ask them for their ideas on how to improve!

At the end of Customer Journey Game, participants are asked to give their ideas, suggestions and solutions on how the company can improve systems & processes at each stage of the customer journey, providing management with invaluable feedback and information.

CUSTOMER

JOURNEY GAME

GALLERY

or call now for more info

LETS

GET

INTERACTIVE

EXECUTIVE PRESENCE PTY LTD t/a CUSTOMER EXPERIENCE COMPANY   

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