Use The Customer Experience Game To Kick Start A Process Of Change!

The Customer Experience Game is a board game which helps employees raise their customer experience awareness. Teams answer questions and complete assignments within a limited amount of time. An experienced facilitator provides guidance during the game by explaining the rules and asking questions. The Facilitator fulfills the role of timekeeper, jury and inspirer.

The questions and assignments include the following three important customer experience topics:

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    Voice of the Customer
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    Brand Delivery in the Customer Journey
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    Employee Ambassadorship

Verder zijn er:

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    Make your own choice
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    Bad Luck
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Highest Roll, First Turn!

All participating teams answer the questions and complete the assignment. The team that comes up with the best answer, wins a “Happy Customer”. The team that finishes with the most “Happy Customers”, wins the game. Just like in daily business. Beware: There are unhappy customers in this game!

We have developed a standard set of questions and assignments. Before we start, we make a selection of questions together to ensure the game is tailored towards your company and the reason why you want to play the Game. A few examples of questions and assignments:

  • Who is the fastest in finding a positive customer experience on Twitter?
  • Make a 30 second video during which you answer a customer’s question that was asked via social media.
  • Who knows all channels through which you communicate with your customers? Name as many as possible.
  • What is the biggest dilemma for your customers?

Bring Life To Customer Focus Within Your Organization

Following completion of the Game, you will have a better idea of your company’s customer experience; you have exchanged knowledge, you are inspired and you will have specific ideas for your next step. In addition, you will be stronger as a team, because you have learned about each team member’s knowledge, experience and forte. Plus, what’s very important: you had lots of fun!

But how do you ensure that all employees will get this same experience? The CX Game is a perfect tool to use for a (cultural) Process of Change that has a strong customer focus, and can also be used for new employee induction training, to ensure they will embrace the customer focus directly. We will train a number of employees who will become Facilitators. In this way, the CX Game can be played in-house. You will manage the change yourself and will be independent. We will prepare a program based on a specified goal, desired result and company size.

An Example:

  1. We will start with a kick-off meeting where we will introduce the Game. We will discuss the goal, the result that you would like to achieve and the key characteristics of internal Facilitators. This session will be chaired by two experienced Facilitators, who have extensive experience in CX issues, change processes and the CX Game. Following this session we will prepare a specific program.
  2. Once the program is approved, we will create a CX Game to suit your business. This will include a set of questions and assignments that are specifically tailored towards your organization, employees and goal. Together, we will also look at the internal branding of the game board! We will assist where needed in recruiting and inviting the internal Facilitators.
  3. We will take 2 hours to play the CX game with the internal Facilitators as players of the game. The two experienced Facilitators will provide guidance. We will then take 2 hours to further explain how the Game is played and we will evaluate the questions and assignments .
  4. Before the internal Facilitators get started, we will deliver the agreed number of board games, including all pawns, dice and cards with questions and assignments.
  5. The trained facilitators start playing the game themselves. After their first Game, we plan an intervention call to discuss the experience and improve on the feedback we receive.

Costs of the program depend on the number of Facilitators that need to be trained and the scope of the change. Training costs for 6 to 8 Facilitators are €12,500, including 4 board games, excluding VAT, costs for location and catering.

The Customer Experience Game is the result of a cooperation between Nienke Bloem and Babs Asselbergs. For more information about the game, please contact us via one of the options below, or fill out the contact form.

Phone Numbers

Nienke Bloem: 06-22216210

Babs Asselbergs: 06-17443249

Email address

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