Tag Archives: guest experience

Make the difference to your Customer Experience with Lexden’s CX Game

There was a piece of research from e-consulting that showed CX was perceived to be the most fun area of business to be involved in. Whether you are putting a smile on the customers face every day or helping the CEO understand the correlation between fulfilling experiences that matter and profitability, you can see how the argument stacks up. Positive outcomes create contentment all round.

We are involved across all areas of customer experience; helping improve clients CX endeavours when others have left things a little unravelled or working up from a blank sheet to create CX strategies which shift a company’s focus from product to customer centric, right through to designing and building employee engagement board games!

Yes, you read that correctly. I didn’t expect it would be something we would need to do as CX consultants, but now it’s built, clients have played it and improvements have been created, it has become one of our favourite CX activities.

Why a CX board game?

We was providing CX support to a leading hotel group. Each of their three hundred plus hotels received a continuous slice of VoC guest feedback. But it wasn’t always easy to engage employees at each hotel to review and act on what they received.

To engage and create resulting action we devised a format to ensure the hotels received a more ‘digestible’ format they could enjoy reviewing and would work together to create better outcomes for guests.

After some consideration and discussions with specialists in fun, we came up with the board game format evoking childhood memories of fun, relaxation and curiosity – the combination we needed to get different members of staff from across the functions of the hotel to gel together.

The idea being that colleagues from across the hotel could come together (during breaks or team training slots), review the big issues and use the game mechanic to arrive at better outcomes. For the hotel the concept was ‘checking guests in, being served with a problem and then devising solutions based on the proven ideation techniques we provided’.

The solutions would then be approved by other players (representing the guests) and put in to practice at the hotel. The results would be shared with other hotels across EMEA using a shared digital platform.

Over the years since we first played the CX Game in Brussels, we’ve rebranded the CX Game, for several companies including insurers, universities, banks and pharma brands (often without the digital sharing capability). Many have found the game play format perfect for bringing back office colleagues along the CX journey. 

So it’s a unique concept format for each company. For more information, please forward your details

The CX Game in summary

  • Use clients own customer feedback (VoC) data issues (although we can also use award winning behaviour change data if clients need a reliable data source)
  • Include customer facing and back office staff
  • Branded game format
  • Used to fix specific problems
  • Use the same format to create customer or colleague improvements
  • Act as a catalyst to create customer personas and customer standards
  • Produce actionable and measurable customer improvements
  • 1 hour duration to engage colleagues in understanding the value of customer-led thinking

As mention, we have also developed and delivered successfully a version for employees who are not connected to the customer. They bring their business challenges instead of customer challenges to the meeting and we use a similar set of techniques to create solutions which customers would approve of. It’s a great way of introducing colleagues from across the business to customer experience. It also serves as a great ‘problem solving’ format for any team away day.

Game playing time is now referred to ‘SPARK sessions’ following one participants comment that it had at last ignited the connection between their back office role and it’s impact on the end customer. We also run ‘trainer’ sessions with ‘Pass it on’ packs for those attending to take away and cascade the knowledge to their colleagues.

The competitive gaming session intentionally only last 60 minutes to keep the energy levels up. This can be accompanied by a ‘The value of CX’ interactive workshop. This introduces participants to the difference between the danger of making functionally better customer experience without incorporating branded distinction.

Customer Standards, the magic ingredient for success with CX

As an extra ingredient, we can use CX behavioural change driver research (award winning academic research accounting for 90% of customer decision making. These are validated with stakeholders and customers and then designed as an accessible set of Customer Standards to help colleagues’ prioritise and direct decision-making in favour of achieving the right customer outcomes. This engenders confidence from senior leaders that any decision (internal or external) will be seen as valued by customers, and differentiated to competitors. We have found this is the smartest way to get employees from all areas of the business on-board with branded customer experience.

Client feedback on Lexden’s The CX Game has been great

The outcome is always the same: employees empathise with customers, understand the impact their actions have on customers, take ownership of improving the situation and drive the change through from their role profile.

Clients have expressed their satisfaction with the format and we find it delivers the value of branded CX more effectively than any town hall, video or presentation can. We’ve had some great feedback:

  • “Really enjoyed the whole approach – especially important we got to be hands on”
    PM Community Manager, Transformation & Change
  • “Good interactive sessions had been created to stretch the mind and really think about what customer standards means in your own world”
    Interim Head of Internal Communications
  • “Very interactive and fun way of learning… quality of materials was very high. Reinforced our responsibility for all being advocates of customer thinking”
    Head of Audit

  • “I thought the approach was great. A breath of fresh air what with the level of engaging multimedia, inclusive group activity and fun focused on what I found to be a very useful framework. All transformation should aim to be like that.”
    Solicitor, Treasury & Corporate Legal
  • “I thoroughly enjoyed the session and would encourage the bank to hold more engaging sessions such as this on other topics in the future”
    Financial Accountant, Financial Control
  • “I really enjoyed the session and gained comfort from the fact that we could all see where we add value to the customer in the work we do”
    Analysis & Build Lead, IT Relationship and Change
  • “I really enjoyed the sessions …and I want to conduct it for my Teams”
    Business Readiness Manager

If this has been of interest, why not find out more?

We can provide the CX Game as a finished product for you to use with your colleagues, or we can facilitate groups from 4-200 gaming sessions or training.

If the Customer Standards are of interest as well, we can share much more on the thinking and the difference applying Customer Standards in Customer Experience can have on the potential for sustained commitment by all to CX. As well as successful formats which have been applied.

For more please information, please contact Christopherbrooks@lexdengroup.com

If you’d like to receive more articles on driving more profitable Customer Experience, please sign up to our free monthly ‘Customer Experience Update’.

Lexden helps deliver effective customer experience insight, strategy, content and creative activation clients seeking sustainable profit from customer experience.

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5 customer experience examples from the hotel sector

One of the sectors we help brands attract and retain happier customers in is the hospitality sector. It never ceases to amaze me how hotel brands and boutiques push the boundaries in customer experience.

I often think telecom, utility, financial service, retail and local government customer experience teams should run their strategy round tables and improvement workshops from hotels. It would give them a real sense of what level of customer experience their customers are experiencing when they are away from their brands. It would help them appreciate how their endeavours are often compared to brands in completely unrelated sectors and not just their industry peer group.

With this in mind, here are five examples of great customer experience from the world of hotels which consumers who consume from all the sectors mentioned above are experiencing as well. Some we’ve witnessed first-hand, others have been passed on to us by impressed travellers. But they are all great touches which help to create memorable experiences and advocates out of paying guests.

The Andaz Casual Check-in

andaz ambassadorNot a new idea, but a very impactful one. We stayed at Hyatt’s Andaz hotel in London. On arriving into the lobby we were approached by a greeter. Asked to sit in the comfortable lobby area by a greeter with a tablet to hand, complimentary coffee arrived and the greeter checked us in as we sat. On completion a concierge automatically arrived (no doubt triggered by the completion of the check-in transaction) and took our luggage. We then settled back and watched the world go by drinking our coffee. We ccouldn’thave felt more valued or welcomed. No wonder the hotel achieves a 91% rating and is in the top 5% of London hotels on Trip Advisor.

Premier Inn Family Proposition

premier inn doorThis example proves you don’t need big budgets or luxury brands to deliver exceptional customer experience. Premier Inn demonstrate how you can repackage existing assets to meet customer’s needs better. The low cost hotel has introduced a most impressive proposition; the ‘silent please’ family ground floor. I stayed there with my family whilst visiting my brother in Staffordshire last year. We were put on the ground floor and asked to ‘Shhhhh’ between 7pm and 10am. Having stayed in hotels when our children were babies and been woken by guests not unreasonably chatting in the corridors at not unreasonable times, this idea is helpful when settling children for the night. But it was the lovely touch of an extra spy hole for children on the door which I felt added fun to the experience. It was something for the kids which proved a great novelty. A great and relatively low cost addition to reinforce their family appeal.

Conrad’s Sleep Academy

conrad sleepWhilst on the subject of sleeping, Conrad in Chicago has taken the humble pillow to a new level of consumer choice. Whilst some hotels offer a choice of ‘soft’ to ‘hard’ when you book or as you check in, Conrad has created its own Sleep Menu website with a range of sleep services for guests. Of course you can choose the pillow of your choice, but extras like ear plugs, quilt turn downs, night caps, lip menders, moisture lock socks and wake up calls have all been packaged under this fun proposition. Using services which any hotel could provide, plus a few more to be distinctive, the way it is presented creates a memorable experience which reinforces the attention to detail only associated with a brand like Conrad.

Ritz-Carlton Values Delivered

I am sure you’ve heard this one before, but it’s a compelling demonstration of what you can achieve when you set your customers satisfaction bar as high as creating “unique and memorable” experiences.  Taken from Bloomberg Business Week, “One family staying at the Ritz-Carlton, Bali, had carried specialized eggs and milk for their son who suffered from food allergies. Upon arrival, they saw that the eggs had broken and the milk had soured. The Ritz-Carlton manager and dining staff searched the town but could not find the appropriate items. But the executive chef at this particular resort remembered a store in Singapore that sold them. He contacted his mother-in-law, and asked that she buy the products and fly to Bali to deliver them, which she agreed to do.”

Each day at around the world, employees from every department gather for a 15-minute meeting, known as a “lineup”, to review guest experiences, resolve issues, and discuss ways to improve service. Once basic housekeeping items are out of the way, the time is spent reinforcing the brands service values with employees using guest example storytelling to explain how they have delivered against them.

Hilton Double Tree’s Cookie Miracle 

hilton cookiePeople have told me (more than once) that they choose Double Tree because they get a cookie! When you think how big an impressive a hotel building and the resources needed to run it are, it sounds ludicrous. But what matters to me as a guest, is not the same as what matters to the hotel always. The cookie represents the personal touch, it’s a gesture demonstrating care and consideration. Virtues a guest unknowingly extends to every aspect of the hotel because until they’ve experienced it they only have the cookie as evidence of it. As they put it, ‘there is something special about a warm, yummy chocolate chip cookie. It says “Welcome” in so many ways’. 25 years later and with an annual production run of 21 million cookies, it keeps delivering the values they wish to demonstrate better than any ad or promotion can.

These are 5 examples from one industry, but the sentiment of the examples can be shared and delivered across many others. If you’ve enjoyed this selection you might want to check out our 5 great automotive customer experience examples too.

Posted by Christopher Brooks

Lexden is a Customer Strategy Agency | We put customers at the start and the heart of the decision 

We work with brands to attract and retain happy customers | We achieve this by helping them to understand what makes their customers tick, building memorable customer experience strategies and creating engaging customer value propositions.

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