Customer Culture as a team
“The customer’s Fresk”, a group game designed to reconstruct the entire customer value chain in an organisation.
A memorable moment that you can use to promote customer culture within your teams.
Learning
objectives
ranging from customer culture to loyalty and their importance for organisational performance.
in particular those between the organisation’s customer culture and its employees.
and building a common vocabulary around the customer
that everyone, whatever their profession, has a crucial role to play in customer satisfaction
identify your own areas for improvement, both within your teams and within the organisation
The principle of
the game
01 The objective
Each team of 8 to 10 people has to position 24 concept cards to compose its Customer Fresk, looking for causal links.
Each card is thematic and presents a definition plus a concrete example.
Cards are dealt 4 by 4.
You have 1 hour!
02 Animation
A facilitator guides them through the process and encourages everyone to share their thoughts.
Once all the cards have been laid out, the team marks the logical links with arrows. The fresk is now complete.
03 Restitution
The official fresk (based on academic research) is presented by the moderator: all the links between the different notions are detailed map by map. The session can then be rounded off with some feedback from participants.
Choose
your approach
Turnkey mode:
COS SYSTEM can animate the Customer Fresk for your internal events dedicated to the customer experience or culture, whether for managers or employees.
Deployment in your organisation :
As part of a roll-out across your entire organisation, we form your future trainers in just one day, using a complete kit (game, training aids, book and NFT certificate).
Over 8 000 players in 1 year!
To
find out
more…
Impact conference
A strong speech, designed to raise awareness of customer culture and often used as an introduction to the Customer Fresk game entitled:
“Customer culture for real”
Is customer satisfaction profitable? If so, why and how?
How does customer experience impact organisational performance? True and false loyalty
The major role of customer culture
…and
beyond
“Our first steps” workshop
After gaining awareness at the Customer Fresk, your employees are invited to get moving in a highly operational workshop. The aim is to identify the first individual and collective avenues for improving customer culture.
Employees are divided into groups and brainstorm on ways to optimize their work around concepts such as managerial commitment, autonomy, voice of customer, customer satisfaction…
A COS SYSTEM expert guides them through their discussions and ensures that their ideas are operational.
A prioritization of the quick wins and a collegial synthesis in the form of a roadmap are validated.
A workshop to mobilize teams around the subject of customer culture, because all employees (front and back office) have a role to play.