Touchpoint Twister

Step 1: Setup

• Materials Needed: A large Twister-like mat with different colors representing various customer touchpoints (e.g., inquiry, purchase, support), a spinner, scenario cards.
• Room Preparation: Place the mat in an open area with enough space for participants to move around comfortably.

Step 2: Briefing Participants

• Explain the game's objective: to understand and improve different customer touchpoints by physically interacting with a representation of the customer journey.
• Review the rules: Participants will use the spinner to determine where to place hands or feet, simulating engagement with a touchpoint.

Step 3: Starting the Game

• Each participant takes a turn spinning and places a hand or foot on the indicated touchpoint.

Step 4: Touchpoint Challenge

• When landing on a touchpoint, the participant picks a scenario card related to that stage and discusses potential improvements or strategies to enhance customer experience at that point.

Step 5: Group Interaction

• Other participants can offer suggestions or alternative strategies, fostering collaboration and idea sharing.

Step 6: Advancing the Game

• Continue spinning and moving to new touchpoints, accumulating insights and strategies for each.

Step 7: Role-playing

• Introduce brief role-playing elements where participants act out interactions at specific touchpoints, applying the strategies discussed.

Step 8: Reflection and Feedback

• After each round, participants reflect on the exercise and provide feedback on the usability and impact of the suggested strategies.

Step 9: Final Round

• In the final round, focus on integrating touchpoints into a cohesive journey, discussing how improvements at individual points enhance the overall experience.

Step 10: Debriefing

• Gather all participants to discuss key takeaways from the game and how these insights can be applied in their real customer interactions.

Step 11: Learning Reflection

• Encourage participants to think about how this physical and visual interaction with the customer journey changes their understanding of touchpoints.

Step 12: Feedback Collection

• Collect feedback on the effectiveness of the game format and any improvements that can be made.

Step 13: Follow-Up

• Plan a follow-up session to review the implementation of strategies discussed during the game in real work scenarios.

Step 14: Celebrating Success

• Recognize and commend participants who provided particularly insightful or innovative customer experience enhancements.

Step 15: Continued Practice

• Encourage teams to continually think about and discuss customer touchpoints in their daily work to maintain a strong focus on improving the customer experience.

Touchpoint Twister not only makes learning about customer touchpoints fun and engaging but also emphasizes the importance of each point in the customer journey, encouraging continuous improvement in a memorable way.