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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.

WHAT IS

THE

CUSTOMER

JOURNEY

GAME BASED

 

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 touch points 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 & HOW MANY

CAN PLAY

CUSTOMER

JOURNEY

GAME?

  • CONFERENCES / CORPORATE EVENTS

  • SALES / MARKETING / SUPPORT STAFF MEETINGS

  • TRAINING SESSIONS

  • STRATEGY SESSIONS

  • ASSOCIATION EVENTS

  • FACILITATED SESSION

Clients are able to book a facilitated Customer Journey Game for up to 200 delegates in 20 teams at a conference or corporate event

 

  • BUY THE CUSTOMER JOURNEY GAME BOX & SELF FACILITATE 

You can choose to buy the Customer Journey Game Box online, which has sufficient elements for 10 x players per game.

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 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?

FACILITATED 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.

BUY THE CUSTOMER JOURNEY GAME AND SELF FACILITATE

If you choose to buy the Customer Journey Game in a Box and self facilitate, a normal customer journey game lasts 40 - 60 minutes, depending on the number of players.   It is recommended that the game is preceded by a short introduction and closed with a feedback session on the improvements players believe can be implemented to improve the current customer journey.

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 linen 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

WHAT'S

THE COST

OF THE

CUSTOMER

JOURNEY

GAME?

FACILITATED 2 - 3 HOUR SESSION

The facilitated  Customer Journey Game session lasts 3 hours, however sessions can be tailored to meet client time needs.

The game is preceded by a 30 minute introduction keynote speech entitled 'Beyond Service to Driving Customer Experience' by international speaker and

Customer Experience Specialist (CXS) Lynn Baker.  The game then runs for 60 minutes and is followed by a feedback session, where participants discuss their ideas on how the current customer journey can be improved in terms of people, processes and technology.

CUSTOMER

JOURNEY

GAME

IN ACTION

FEEDBACK SESSIONS

At the end of Customer Journey Game, participants are asked to give their ideas and recommendations on how they believe the company can improve people, processes and technology at each stage of the customer journey, providing management with invaluable feedback and information.

WHERE WE'VE PLAYED INTERACTIVE CUSTOMER GAMES

CX GAME

SOUTH AFRICA

CX GAME

DUBAI & ABU DHABI

CX GAME

SAUDI ARABIA

CX GAME

BOTSWANA

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DOWNLOAD

THE CUSTOMER EXPERIENCE COMPANY

RATE CARD

OR VISIT

THE CUSTOMER EXPERIENCE SHOP

or call now for more info

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

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