The Customer Journey Game was born out of the success of Monopoly, the difference is that in Monopoly players win and lose money, in the Customer Journey Game players win or lose customers. We like to call it Customer-opoly!
The Customer Journey Game is an interactive board game designed to shift the thinking of employees from focusing primarily on the point of purchase, to expand their view to consider the many touch points where a customer engages with a business.
One Customer Journey Game can accomodate from 2 - 10 players.
Customer Journey Game lasts one hour
Included in The Customer Journey Game Box
1 x Game board
10 x player pieces
2 x dice
1 x set of Happy Customer Cards
1 x set of Unhappy Customer Cards
1 x set of Task cards
Instructions for play
The Customer Journey Game
WHAT’S THE BASIS OF THE CUSTOMER JOURNEY GAME
The Customer Journey Game was designed on the philosophy that businesses should be placing more focus on retaining current customers, rather than focusing all their attention on customer acquisition. Statistics show that it costs 8 times more to acquire a new customer, than to upsell an existing customer.
Based on this idea, the Customer Journey Game is designed around the 6 key stages a customer goes through when doing business with a company.
- Use or Experience
- Return or retreat
HOW IS THE CUSTOMER JOURNEY GAME PLAYED?
Players throw a dice and move their avatar around the board, landing on either ‘Happy Customers’; Unhappy Customers’; or ‘Tasks’ at each step, they take a corresponding card that advises what they have done right in terms of delivering a great customer experience or what they have done wrong. Depending on the card they get, 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, check out recent Twitter messages or tell their team the company values.
WHO SHOULD PLAY THE CUSTOMER JOURNEY GAME?
On the basis that everyone in the company is there to serve the customer, the lessons learned during the Customer Journey Game can benefit everyone in the business. 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. One of the objectives of the game is to highlight to employees the importance of breaking down the silos in the company and working together to ensure that every customer enjoys a smooth customer journey.
WHERE DOES THE CUSTOMER JOURNEY GAME WORK?
The Customer Journey Game can be played at
Conferences turn static conferences into collaborative interactions
Training turn tedious training into immersive learning experiences
Meetings turn monotonous meetings into interactive sessions
HOW MANY PEOPLE CAN PLAY ONE CUSTOMER JOURNEY GAME?
- Minimum 2 players – Maximum 10 players.
- Buy 5 x boxes and have up to 50 Players, split into teams of 3 - 10 players.
HOW LONG DOES THE CUSTOMER JOURNEY GAME LAST?
The Customer Journey Game can last 1 – 3 hours, depending on whether the facilitator wishes to include a feedback session.
OUTCOMES OF THE CUSTOMER JOURNEY GAME
At the end of each game, The Boss & The Banker asks team members to put forward their ideas on how they think processes could be improved at each customer stage of ‘Awareness, consideration, purchase, loyalty and returning customers.
WHAT DO WE NEED TO PLAY THE CUSTOMER JOURNEY GAME?
The Customer Journey board game is printed on pvc and the dimensions are Length 1000mm x 995mm. The game can be played on any table surface, from boardroom tables to round event tables of 1800mm