Using Gamification to Build a Better Customer Experience | Paradigm Learning

Using Gamification to Build a Better Customer Experience

Posted by Paradigm Learning on August 09, 2019

One of the world’s largest home appliance companies identified two critical training needs: 1) Improve the customer experience; 2) Understand why the business’s values define the way that all employees are expected to behave and conduct business worldwide.

The organization wanted the thousands of employees targeted for the training sessions to enjoy and be energized by both learning interventions. And senior leaders wanted to make sure the knowledge gained would be immediately applied when back on the job. Paradigm Learning partnered with the company on both initiatives.

For the customer experience project, Paradigm created a customized game that addressed four elements of excellent customer service. Five-person table teams worked with a colorful, engaging game board, cards, chips, dice, etc. Each round of the game addressed a different element of the customer journey.

Participants learned important facts and statistics, wrestled with difficult situations and shared with each other real-life experiences. As the rounds progressed and competition among the teams increased, one could feel the energy and excitement build. And one could see the light bulbs go on as participants realized how an excellent customer experience relates directly to increased revenue.

By the time the half-day session ended, there were high-fives all around. Employees left with a renewed commitment to making their customers’ journey as pleasant as possible.

This organization, like many, bases its business on a set of values. Senior leadership believes these values, when understood and applied, become a business advantage worldwide. They didn’t want workers to simply memorize a list of values. Their goals for the training:

  1. Assess employees’ application of these values in their daily work
  2. Understand that value choices can involve “shades of gray”
  3. Foster a “speak-up” culture and know who to talk to and where to go for resources
  4. Recognize that sometimes company values can conflict with each other, requiring thoughtful approaches to difficult issues

In a similar application, Paradigm Learning worked with a small group of client subject matter experts to create a 2-hour, discovery learning experience. It involved colorful, memorable visuals along with cards and iPads. There was an element of competition among the 5-person table teams. In addition to learning key facts, learners tackled with real-world situations in which one value appeared to conflict with another. What is the right decision? What are the consequences of an incorrect choice? The learning allowed them to make these critical decisions in a safe environment and learn from others on their team and from other teams in the room.

In both cases, senior management reports that comments from participants were overwhelmingly positive. Employees understood the importance of what they had learned and appreciated the enjoyable way in which it was conveyed. There was also a sense that, rather than being lectured, participants were able to discover for themselves why these initiatives were so critical.

Read our eGuide to learn how Experiential Learning can be used to connect individual actions to a big-picture initiative. 

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