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.

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.

Key objectives of the game include:-

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

CUSTOMER
JOURNEY
STAGES

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

In this engaging game, players roll a dice and move their customer avatar across a beautifully designed board. On the way they encounter Happy Customer, Unhappy Customer, and Task blocks and draw corresponding cards to win or lose customers.

Players landing on 'Task Cards' are asked to suggest service improvements, identify customer pain points, capture team selfies and share them on social media, or record their team singing a song. Get your camera ready, as this game creates unforgettable memories.

Players earn happy customers for good experiences and lose customers for poor ones. The goal is to accumulate the most customers and retain them, simulating the real-world of business competition.

The player with the most customers wins!

Building on the resounding success of The Customer Journey Game, we are excited to unveil our latest edition -

The Customer Journey Game - Hospitality Edition.

This new addition has been meticulously crafted to ensure that every individual within the realm of hospitality gains a understanding of the intricate path and key touch points on a guest journey. The primary objective is to inspire them to contribute to the delivery of unparalleled customer service.

The game board itself is a work of art, thoughtfully designed to visually replicate the journey a guest takes when visiting a hotel. It serves as a captivating and immersive tool that enables hospitality staff to engage in an interactive learning experience that mirrors the entire spectrum of a guest experience, from start to finish.

The Customer Journey Game Hospitality edition

In the dynamic world of hospitality, providing exceptional guest experiences is not just a goal; it's a necessity.

In pursuit of experience excellence, it's essential that every member of your team, from front-line staff to senior management, is equipped with the skills and knowledge to deliver outstanding customer service. To bridge this gap and drive employee engagement in understanding the guest journey, we are excited to launch The Customer Journey Game - Hospitality Edition.

The Hospitality Edition of The Customer Journey Game is a transformative training resource designed to empower every individual in your hotel team. Whether they are one of your dedicated front-line heroes or an esteemed member of the head office, this interactive training game ensures that no one is left behind on the journey to delivering exceptional guest service.

HOSPITALITY
JOURNEY
STAGES

The Customer Journey Game - Hospitality Edition was created to drive employee engagement in hotels, resorts and BnB's.

Designed with the guest journey in mind, the game graphics emulate the hospitality industry and the journey replicates typical guest touch points along the way. These include:-

hotel search experience
consider & compare experience
arrival experience
check-in experience
and many more touch points..

The Customer Journey Game - Hospitality Edition is appropriate for all levels of staff and can be played at conferences, events, meetings, cx / customer service training.

With the 6 box bundle, hospitality establishments can now train staff anywhere, anytime on a 1 year license.

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

BUY A
6 BOX
BUNDLE

FOR CONFERENCES, EVENTS, SALES MEETINGS,
CX TRAINING & CUSTOMER SERVICE WORKSHOPS

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 to drive employee engagement in building a customer centric culture anywhere, anytime for 1 year!

For the average cost of a one day training session, now you can get interactive with all your employees at conferences or training sessions for a whole year. Why not launch your customer centric theme at your annual conference and role it out throughout the company over the next year.

PRICE LIST

ORDER SOUTH AFRICA

INTERNATIONAL ORDERS

THE GAME as a
cATALYST FOR
CULTURE CHANGE TRAINING

"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.

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
One game box accommodates max of 8 players per team
A 6 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, corporate events or cx training sessions.

1 x The Customer Journey Game box includes:-

1 x fabric game board
1 x set game cards
Acrylic player pieces
Happy customer tokens
Large dice

GET IT BRANDED!

Companies have the option to purchase 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

corporate events

sales meetings

cx or customer service training

employee onboarding sessions

INSIGHTFUL
EMPLOYEE
FEEDBACK

At the end of the game, players complete a 'Let's Share Ideas' form, where they identify pain points on the customer journey and make recommendations that can be implemented right away.

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.