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In 2018 Lynn was recognised as one of the '8 Inspiring Women Customer Experience Officers' in the world and 2020 one of the 'Top 12 Women Entrepreneurs in South Africa'. She was also a founding Board Member of 'Customer Experience Professionals Association of South Africa. Professional, focused and results driven, Lynn is passionate about inspiring employees to deliver on brand promises. As a result of this, she designed the highly successful 'The Customer Journey Game' - an interactive business board game that drives employee engagement in building a customer-centric culture in organisations. With an innovative design, the gameboard replicates the stages of a customer journey, as well as the many touchpoints along the way. The game enhances understanding of the end-to-end customer journey by emphasising how each engagement can either positively or negatively impact an entire experience. The game enables employees to realize their impact on customer experiences and consider how they can contribute to a smooth customer experience in the future. The Customer Journey Game can be played at company conferences, corporate events, meetings and training sessions. The game facilitated by Lynn Baker lasts 2 hours and includes a 30 minute introduction presentation entitled 'Moving Beyond Service to Drive Customer Experience', the interactive game for 1 hour and there after, a 30 minute feedback session. Booking Lynn Baker to facilitate The Customer Journey Game includes the hire of 12 x game boxes, each box allows for up to 8 players in a team, therefore 12 x boxes will accommodate a total of 96 players. The game has been played with up to 250 players in a room, so if you have a larger group, please speak to your Unique Speaker Bureau representative.
The Customer Journey Game is an interactive business board game designed to promote employee engagement in building a customer-centric culture in organizations. With an innovative design, the game board replicates the stages of a customer journey, as well as the many touch points along the way. The game enhances understanding of the end-to-end customer journey by emphasising how each customer engagement can either positively or negatively impact an entire experience. The game enables employees to realize their impact on customer experiences and consider how they can contribute to a smoother customer experience in the future. This innovative game combines experiential learning and the methodology of Monopoly™ to empower players to shape future business success through delivering exceptional customer experiences at every touch point. Whether customers are searching online, checking reviews, visiting a store, reaching out via phone, or interacting with front line sales, every customer engagement influences the overall experience. The overarching message from playing the game, is that everyone in an organization has a contribution to make in delivering a seamless customer journey. In this engaging game, players roll a dice and move their customer avatar across a beautifully designed board. On the way they encounter Happy Customer, Unhappy Customer, and Task blocks, drawing corresponding cards to win or lose customers. Players landing on 'Task Cards' face challenges that test their customer service and creativity skills. They are required to suggest service improvements, identify customer pain points, capture team selfies and share them on social media, or record their team singing a song. Get ready to document your journey, as this game creates unforgettable memories. Players earn happy customers for good experiences and lose customers for poor ones. The goal is to accumulate the most customers and retain them, simulating the real-world of business. The player with the most customers wins! Each Customer Journey Game box accommodates up to 8 players in a team. The game is preceded by a 30 minute presentation entitled 'Beyond Service to Driving Customer Experience', the game is then played for approximately 60 mins and is followed by a 30 minute feedback session. The Customer Journey Game is an ideal interactive activity to drive fun, collaboration and teamwork at company conferences, corporate events and training sessions. Booking Lynn Baker as the facilitator of The Customer Journey Game includes the hire of 12 x game sets and accommodates up to 96 players. More players and teams can be added on request at additional cost.
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