Customer Focused Organisation
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Improve your teamwork and turn your clients into your Ambassadors
What is TacticTravel?
A very active Business Game, that is very suitable for letting employees (and managers) experience the importance of customer focus and satisfaction for themselves. During game play participants are responding to customer needs as well as fulfilling the company objectives. Important principles such as customer satisfaction, loyalty, retention and creating Ambassadors form the backbone of the game. In addition, the participants can transfer the new insights directly to their own customer service interactions.
Imagine you are representing a travel agency…
TacticTravel represents a travel agency, where the Sales team works together with Marketing and Service employees to meet the needs of the clients in the best possible way. Customers, who are also played by the participants, give feedback on how the team efforts affect their satisfaction rate.
In addition, a Branch Manager, Data Analyst, and Accountant support the team in improving results, really understanding the customer needs, developing a strategy, and implementing a segmented sales concept.
TacticTravel was amazing and very valuable. All our managers should play this game, as they influence the change process most.
The game was so much fun and employees of all levels stayed involved. We have experienced how we could organise ourselves better to spend more time with our clients. Very well done!
Good to experience the importance of personal interaction with your clients and how to influence their emotional bank account. Great materials, well designed.
Our entire team spent a terrific few days playing TacticTravel. I would highly recommend this business game to all companies who really care about their customer focus.
The interactions and tensions between clients, sales and sales support teams, marketing and accounting are clearly exposed. Mistakes can be easily traced, discussed and measured. A true CRM experience.
I have used TacticTravel with my students in higher education, who rated the game very highly. As one participant said: Nice how it was useful, and good how it was directly related to our studies. Not just theory, but real life practice!
This game makes you respect the role other functions play more. On the other hand, it stresses to everyone how important it is to TRULY understand the needs of your customers. I often reflect on the game, not just a fun game, but a true reflection of real life.
Well designed. Great dynamics. Regular interventions to keep the energy level high. Extremely fun learning experience. I am an Ambassador!
I found TacticTravel a great learning experience. I think it truly represents the working of organisations. The learning aspect of the game is very effective. It allows you to learn from mistakes and make positive changes. Besides, it was fun to play.
I’m very enthusiastic about this game. It is fun and educational. You’re immediately confronted with customer satisfaction, retention and management. All aspects of good and bad service are immediately evident. It creates more understanding on what your colleagues are dealing with.
What previous participants took away from the game
We need to investigate more what our customers really need and want
Our processes are too much ‘inside-out’, and need to be better organised
It is important to collect, share and use customer data to help us set priorities and assist our customers better
