Brain Storming Activity for Customer Experience Planning

It’s a fact that brain storming in the traditional sense does not work.

Those who are shy or retiring fall to the back, whilst the loudest and more forceful push their views on the group.

Customer experience planning needs to consider the needs of the many which is why you can’t afford to be ruled by the big mouths in your company. The following activity works well in management meetings to get everyone’s ideas on the table.

Write the following headings on a white board:

• Pre-sales
• Delivery
• Post-sales

Now provide everyone in the room with yellow and pink Post It notes. Instruct them to write on the yellow post it notes information you send to the customer. For example in pre-sales this may be the price. Now on the pink notes write down what further information the customer may need such as “Clarification on cancellation procedures”.

You can change this to focus on what stages the customer goes through. For example in Delivery a stage may be “Sending out customer information pack” and an improvement would be to “Follow up on receipt of the pack by phone”,

Once everyone’s written 3 things for each stage. Ask them to stick their post it notes to each section on the white board. If another note says the same thing put it next to it so that they’re touching. At the end review some of the answers. Which items on the post it notes should be put into action and improved. Ask whether the items are in line with your business objectives.

Sign up to our email alerts