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Analysing Customer Experience, Customer Experience Measurement & Customer Insight

Customer Insight

The Customer Experience Simulation Game commences with a presentation to explain the theory, concept and practice of the Customer Experience. The game provides a unique way to engage all participants in a practical and fun way to understand better what the Customer Experience is at close hand.

The Practical

Firstly, the delegates are divided into teams.

• Each team is told that they are launching a new product for sale in the marketplace.
• In order to launch the new product, the delegates must obtain a number of items, such as a bank account, a patent number and marketing collateral.
• To service the requirements, there is a bank, a patent office, a printers and a number of other stations, all manned by role players.
• The role players are instructed to interact and give the delegates particular Customer Experiences that are discussed and planned for.

For instance, at one particular station the role player gives a Customer Experience that demonstrates lack of trust. In another area the Customer Experience is very transactional and impersonal.

The Fun

The game is great fun to participate in and participants work competitively to visit all of the stations first to enable them to launch the product and win the game. There are a number of ad-hoc twists and turns to make the game interesting and keep delegates on their toes!

Following the game, we facilitate a learning session analysing customer experience they had during the game re-discuss and learn from the delegate's experiences in the Customer Experience measurement framework.

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