Onboard
A game to make teams aware of the concepts that make up the customer value chain in an organisation. So that no employee can be in any doubt that satisfying customers is a priority!
Initially, COS System exclusively offered its comprehensive COS Company diagnostic tool. Soon after, several clients expressed the need for a more accessible, first-line solution : a format that would allow all employees to easily become aware of customer culture.
It was in this context that the idea for the Customer Fresk was born, inspired by the proven success of the Climate Fresco. The tool was designed around two fundamental theoretical foundations:
- The Loyalty Model, which establishes the direct link between customer experience and profit.
- The components of customer culture from an organizational and individual perspective.
Once developed, the AMARC association asked us to facilitate their annual convention in March 2023. This opportunity allowed us to deploy the Customer Fresk for the first time with over 200 participants. The immediate success of this trial validated the relevance of the tool. Since 2023, more than 10,000 participants have already played the Customer Fresk. The game, in its original version, has not required any modifications, demonstrating the robustness of its initial design and its suitability to the needs of organizations.
Presentation of the game, rules and teaching objectives
Making the fresk
Collective restitution with presentation of the ideal fresk
The Customer Fresk is an educational tool designed to aligns teams on understanding customer culture, foster genuine awareness of its importance, and onboard teams effectively.
The Customer Fresk allows participants to :
- To grasp the key concepts of customer culture and loyalty, and understand their impact on organizational performance
- To identify the logical links, particularly those between the customer culture of the organization and its employees
- To develop a common framework and shared language around customer focus
- To recognize the crucial role of each function in customer satisfaction and loyalty
- To identify, during the group debriefing, areas for improvement specific to their team and organization
The Customer Fresk adapts to different organizational contexts:
- One-off events: integration within the framework of CX Days, CX Week, seminars, or company conventions
- Gradual rollout: training of internal ambassadors for large-scale dissemination within the organization
- Strategic integration: incorporation of the initiative into a customer-centric transformation mission