EXECS CAN
HAVE FUN
TOO....
THE CX
LEADERSHIP
GAME
The CX Leadership Game is an interactive business board game, designed to raise awareness of senior leadership to the many facets involved in satisfying an end-to-end customer journey
Although the game is designed to be fun, it's primary objective is to highlight the fundamental decisions and actions that leadership need to take in order to drive a CX Strategy throughout an organisation.
THE CX
LEADERSHIP
GAME OBJECTIVES
-
Highlight the difference between customer service & customer experience
-
Raise awareness of the end-to-end customer journey
-
Identify critical touch points and pain points that influence customer decisions
-
Realignment of focus on customer retention as a strategic objective
-
Critical decisions that need to be made to support a CX Strategy
-
Identification of strategic objectives
-
Allocation of funding and resources to support the CX Strategy
-
Adjustment of KPI's to shift focus to reward on customer satisfaction levels
-
Allocation of funding & resources for People improvements
-
Allocation of funding & resources for Process improvements
-
Allocation of funding & resources for Technology improvements
-
and many more
-
The CX Leadership Game is designed to shift the thinking of leadership to drive a customer-centric culture at a strategic level. Once leadership have identified the key objectives of the CX Strategy, these are passed on to the Management team, who play the Customer Journey Game and attend customer journey mapping workshops to establish the current customer journey state and identify improvements for the ideal future customer journey. Once Management have identified and implemented the necessary improvements for an improved customer journey, then frontline staff play The Customer Service Game, which will be directly in line with the strategic objectives laid out by the Board or Exco, the customer journey improvements implemented by Management and the brand promise made by marketing.
WHY
THE CX
LEADERSHIP
GAME
THE CX
LEADERSHIP
GAME LOGISTICS
The CX Leadership Game can be played by up to 10 players and lasts between 30 - 60 minutes. It is recommended that this session is followed by a facilitated workshop that addresses and decides on the key strategic objectives, as well as the allocation of funding and resources to support the design, implementation and roll-out of the CX Strategy.
WHERE WE'VE PLAYED INTERACTIVE CUSTOMER GAMES
CX GAME
SOUTH AFRICA
CX GAME
DUBAI & ABU DHABI
CX GAME
SAUDI ARABIA
CX GAME
BOTSWANA
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.
ALL YOU NEED TO KNOW
ABOUT
THE INTERACTIVE CUSTOMER EXPERIENCE GAMES
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.
.png)
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.
.png)
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
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.
