Sentiment Sorter

Step 1: Setup

• Materials Needed: Baskets or digital folders labeled with sentiment categories (Positive, Neutral, Negative), a large collection of real or simulated customer comments, timers.
• Room Preparation: Arrange the room with clear stations for each sentiment category. If done digitally, prepare the software or platform for categorization.

Step 2: Briefing Participants

• Explain the game's objective: to quickly and accurately categorize customer comments by sentiment and discuss how these sentiments can impact business decisions.
• Outline the rules: Each team must decide on the sentiment of a comment and place it in the corresponding basket within a set time limit.

Step 3: Starting the Game

• Distribute stacks of customer comments to each team.

Step 4: Categorization Phase

• Teams review each comment and decide where it fits in the sentiment categories. This requires quick decision-making under time constraints.

Step 5: Discussion of Choices

• After a round of categorization, teams discuss why they placed certain comments in specific categories, defending their choices.

Step 6: Feedback from Facilitator

• The facilitator reviews some of the categorizations, providing feedback on accuracy and insight into how different interpretations can lead to varying business responses.

Step 7: Advanced Scenarios

• Introduce more nuanced comments that may fall between categories, challenging teams to consider subtleties in customer sentiment.

Step 8: Strategy Formulation

• Based on the sentiments sorted, teams propose strategies to enhance positive sentiments or mitigate negative ones, focusing on real business implications.

Step 9: Presentation and Evaluation

• Teams present their strategies, explaining how they would address the sentiments identified. Other teams and the facilitator provide feedback on the viability and creativity of the strategies.

Step 10: Debriefing

• Discuss overall performances and the potential real-world impacts of the sentiment analysis on business strategy.

Step 11: Learning Reflection

• Participants reflect on how this exercise will influence their approach to customer feedback and sentiment analysis in their daily work.

Step 12: Feedback Collection

• Gather feedback on the game’s format and educational value to refine future iterations.

Step 13: Follow-Up

• Schedule a follow-up session to review how teams have applied the sentiment analysis skills in managing customer relationships and adapting business strategies.

Step 14: Celebrating Success

• Recognize teams or individuals who demonstrated exceptional analytical skills or creative strategic thinking during the game.

Step 15: Continued Practice

• Encourage regular sentiment analysis activities as part of the team's routine to keep skills sharp and strategies aligned with customer sentiments.

Sentiment Sorter not only sharpens participants' abilities to discern and categorize customer emotions but also integrates these insights into actionable business strategies, enhancing overall customer engagement and satisfaction.