Experience Enhancer

Step 1: Setup

• Materials Needed: Customer feedback reports, journey maps highlighting pain points, markers, flip charts or digital tools for brainstorming.
• Room Preparation: Set up workstations with access to all necessary materials for creative work and presentation.

Step 2: Briefing Participants

• Explain the objective: to identify and propose enhancements for the lowest-rated aspects of the customer journey.
• Review the rules: Solutions should be innovative, feasible, and directly address the issues identified in the feedback.

Step 3: Starting the Game

• Distribute customer feedback and journey maps to each team, highlighting areas with the lowest satisfaction ratings.

Step 4: Analysis Phase

• Teams analyze the provided materials to understand the underlying causes of customer dissatisfaction.

Step 5: Brainstorming Solutions

• Using brainstorming techniques, teams generate a list of potential enhancements that could improve the customer experience at identified pain points.

Step 6: Solution Development

• Teams select the most promising ideas and develop them into detailed plans, including steps for implementation, required resources, and expected outcomes.

Step 7: Pitch Preparation

• Prepare a compelling presentation of their solution, outlining the problem, proposed enhancement, and the expected impact on customer satisfaction.

Step 8: The Pitch

• Teams present their solutions to the facilitator and other participants, acting as a panel of judges.

Step 9: Judging and Feedback

• The facilitator and other teams provide feedback on each presentation, assessing creativity, feasibility, and potential impact.

Step 10: Debriefing

• Conduct a debrief session to discuss all proposed enhancements, the rationale behind them, and how they could be implemented in real-world settings.

Step 11: Learning Reflection

• Facilitate a discussion on how the exercise has influenced participants’ understanding of customer experience and their role in enhancing it.

Step 12: Feedback Collection

• Collect feedback on the game’s format and effectiveness to refine future sessions.

Step 13: Follow-Up

• Plan a follow-up session to assess how the proposed enhancements have been integrated into actual customer experience strategies and their effectiveness.

Step 14: Celebrating Success

• Acknowledge and reward teams or individuals who developed the most innovative and impactful solutions.

Step 15: Continued Practice

• Encourage ongoing evaluation and refinement of customer experience strategies within the organization, using regular brainstorming sessions to foster a culture of continuous improvement.

Experience Enhancer not only motivates teams to improve customer satisfaction actively but also fosters a culture of innovation and proactive problem-solving within the organization.