DRIVE
EMPLOYEE ENGAGEMENT
IN CUSTOMER EXPERIENCE

INTRODUCING
THE CUSTOMER
JOURNEY GAME

The Customer Journey Game is an interactive business board game designed to promote employee engagement in building a customer-centric culture in organizations.

With an innovative design, the game board replicates the stages of a customer journey, as well as the many touch points along the way.

The game enhances understanding of the end-to-end customer journey by emphazising how each engagement either positively or negatively impacts an entire experience. The game enables employees to realize their impact on customer experiences and consider how they can contribute to a smooth customer experience in the future.

VIEW EXPLAINER VIDEO

LET'S DRIVE
EMPLOYEE
ENGAGEMENT

This innovative game combines experiential learning and the methodology of Monopoly™ to empower players to shape future business success through delivering exceptional customer experiences at every touch point.

Whether customers are searching online, checking reviews, visiting a store, reaching out via phone, or interacting with front line sales, every customer engagement influences the overall experience. The overarching message from playing the game, is that everyone in an organization has a contribution to make in delivering a seamless and delightful customer journey.

CUSTOMER
JOURNEY
STAGES

The Customer Journey Game board is designed around the stages and touch points of a customer journey.

One game box accommodates a maximum of 8 players in a team and lasts approximately 60 - 90 minutes.

Key objectives of the game include:-

drive teamwork & employee engagement
raise awareness of touch-points on a customer journey
break down inter-departmental silos
increasing cross company collaboration
involve employees in problem solving & sharing solutions
create understanding that everyone has a role to play in CX
highligh the importance of customer retention

PLAYER WITH THE
MOST CUSTOMERS
WINS!

In this captivating game, participants roll a die and guide their customer avatars through a meticulously crafted board. Along the journey, they come across Happy Customer, Unhappy Customer, and Task blocks, where they draw corresponding cards to gain or lose customers.

Landing on 'Task Cards' presents some interesting challenges which may include proposing service enhancements, identifying customer pain points, taking team selfies for social media sharing, or recording a team singing session.

Players accumulate happy customers for positive experiences and lose customers for unfavorable ones. The objective is to amass the highest number of customers and retain them, mirroring the real-world dynamics of business competition. The player with the greatest customer count emerges victorious!

- just like in business!

GET INTERACTIVE
AT YOUR NEXT
CONFERENCE

Do something different at your next conference and get your delegates interactive! Lynn Baker - Customer Experience Specialist, professional speaker and designer of The Customer Journey Game, created the game to involve delegates in an interactive and immersive experience that shifts thinking, drives employee engagement and creates lasting memories.

The facilitated Customer Journey Game is a 2 hour conference session with a difference. The session includes a 30 minute introduction presentation entitled 'Beyond Service to Customer Experience', the interactive game last 60 minutes and then 30 minutes for feedback. Delegates are grouped into teams of up to 8 players per table.

ABOUT LYNN BAKER

PRICE LIST

THE GAME as a
CUSTOMER-CENTRIC CULTURE CHANGE
TRAINING TOOL

"The Customer Journey Game" has evolved from its initial use as a tool for driving interaction at conferences and has emerged as a transformative training tool in organizational culture change training.

To instill a lasting customer-centric culture, organizations are integrating The Customer Journey Game experiential learning tool into culture change training programs. This interactive tool acts as a crucial catalyst for sustained change, boosting employee engagement and guiding a comprehensive shift towards customer-centricity. Feedback sessions at the end of the game encourage employees to share ideas around problem solving issues that are hindering a seamless customer experience and propose immediate improvements.

BUY A
6 GAME BOX
BUNDLE

CUSTOMER EXPERIENCE TRAINING & INTERACTIVE ACTIVITY FOR CONFERENCES & EVENTS

LAUNCH SPECIAL INCLUDES 1 YEAR LICENSE FEE

Now available for purchase on a 1 year license, organisations can buy The Customer Journey Game - 6 Box Bundle as a tool to drive employee engagement in customer-centric culture change training programs, conferences and events, anywhere, anytime for 1 year!

For the average cost of a one day training session, you can now get interactive with all your employees at conferences and training sessions for a year.

Launch your customer centric theme at your conference and role it out through the company over the next year.

PRICE LISTS

ORDER IN SOUTH AFRICA

INTERNATIONAL ORDERS

WHAT'S
IN THE
6 BOX BUNDLE

The Customer Journey Game 6 Box Bundle LAUNCH PACKAGE includes a 1 year license to play anywhere, anytime.

6 full sets of the game
1 game box accommodates max of 8 players per team
A 6 game box bundle accommodates 6 teams with 8 players per team for a maximum of 48 players per session. But don't worry, if that's not enough, you can purchase as many bundles as you need to accommodate larger groups for conferences, events, customer-centric training or culture change sessions.

1 x The Customer Journey Game box includes:-

1 x fabric game board
72 x game cards
8 x acrylic player pieces
Happy customer tokens
1 x large dice

GET IT BRANDED! Companies have the option to order a branded version of The Customer Journey Game, which includes a logo on the fabric board and 72 game cards.

PLAY
ANYWHERE
ANYTIME!

AT COMPANY CONFERENCES, CORPORATE EVENTS & TRAINING!

Now you can train all your employees for 1 year for the cost of an average training session.

The Customer Journey Game corporate bundle allows companies to take advantage of the benefits of experiential learning at company conferences, corporate events, cx training sessions and customer service workshops.

With the corporate bundle you can launch a customer centric theme at your annual conference and roll it out through the company over the next year. With the purchase of the 1 year license, companies can use the game anywhere, anytime.

company conferences & events

cx or customer service training

culture change training

employee onboarding sessions

HOSPITALITY
EDITION

DESIGNED AROUND A GUEST JOURNEY

The Customer Journey Game - Hospitality Edition was created to drive employee engagement specifically in the hotel and hospitality industry. Designed with the guest journey in mind, the game board replicates the stages of a guest journey, as well as the many touch points along the way, including

guest arrival
guest check-in
in-room experience
restaurant experience
guest check-out and more...

The Customer Journey Game - Hospitality Edition can be played at conferences, events, meetings, customer service training, onboarding sessions and culture change training programs. With the 6 box bundle restaurants can train staff anywhere, anytime on a 1 year license.

HOSPITALITY EDITION

RESTAURANT
EDITION

DESIGNED AROUND A RESTAURANT CUSTOMER JOURNEY

The Customer Journey Game - Restaurant Edition was created to drive employee engagement specifically in the restaurant and dining industry. Designed with the restaurant customer journey in mind, the game board replicates the stages of a typical restaurant visit, as well as the many touch points along the way, including

restaurant search experience
meet and greet experience
seating experience
ordering experience
service experience and more...

The Customer Journey Game - Restaurants Edition can be played at conferences, events, meetings, customer service training, onboarding sessions and culture change training programs. With the 6 box bundle restaurants can train staff anywhere, anytime on a 1 year license.

RESTAURANT EDITION

INSIGHTFUL
EMPLOYEE
FEEDBACK

At the end of the game, teams are encouraged to complete a

'Let's Share Ideas' feedback form to identify customer pain points and recommend solutions. This information is shared with management and provides an invaluable source of information and ideas from employees who are at the frontline of the business.

MORE ABOUT
THE GAME

WATCH HOW
WE PLAY!

WATCH INTRO VIDEO

WHERE
WE PLAY

CONFERENCES
CORPORATE EVENTS
SALES MEETINGS
TRAINING SESSIONS
STRATEGY SESSIONS

The Customer Journey Game is ideal for creating interaction and setting a customer-centric theme at conferences, training sessions, sales meeting and strategy sessions. The game reinforces the reality that every person in the company plays an important role in providing a frictionless end-to-end experience. Lessons learned during the game are of benefit to employees at every level of an organisation.

The game accommodates a maximum 8 players in a team, preferably played at standard size banquet round tables, or square tables able to accommodate the game board which is 1200mm x 930mm.

The Customer Journey Game lasts 2 hours, starting with a presentation entitled 'Beyond Service to Driving Experience' followed by the game and finally a short feedback session, when delegates complete an online survey providing valuable feedback for Management

HOW
WE PLAY

Players throw a dice, move a piece around the board and land on either ‘Happy Customers’; Unhappy Customers’; or ‘Tasks’. Depending on where they land, they either win or lose customer tokens.

At each stage of the game, players take a corresponding card where they land and each one details how the customer perceived the experience at that stage of the journey. Depending on where they land and how they performed at that stage, players win a Happy Customer token or lose a Happy Customer token.

Along the way, they may be required to do a Google search for their company services, check out a competitors website, 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.

WHY
WE PLAY

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, so the Customer Journey Game focuses on touch points and pain points that influence buyer behavior and encourages employees to identify obstacles in the journey and make recommendations for improvements.

To increase customer retention, it is vitally important that every employee identifies where they play a part in the customer journey and consider how they can add more value.

GAME
OUTCOMES

The game concludes with all players completing a 'Let's Share Idea's" session, where employees are asked to share their recommendations on how they think people, processes and technology can be improved to deliver a frictionless experience in the future.

The feedback session concludes with asking Players to identify and commit to implementing "3 Quick Fixes" on returning to work the next day, which will improve the customer journey immediately.

In addition, survey questions also ask employees to share their recommendations on improvements that would require Management intervention to fix. Survey results are shared with management immediately after the game and often provide invaluable insights for the company.