For the love of the game: Passionate beyond reason
You're at your client’s getting a brief. Representatives from the client seem to have different views on the brief. How do you proceed?
For situations like these and for many other situations in customer service, we found support in each other through the 'Passionate beyond reason' customer experience game at our fall kick-off event. “The goal of the game is to enhance the adoption of our customer experience model, promote the sharing of best practices among employees, and provide enjoyable shared moments,' says Riitta Anttila, Customer Experience Development Manager at Tapaus.
Customer-centricity and excellent service have always been at the core of Tapaus, and this year, it has been consciously developed further. “Our customer experience is built on a solid foundation that ensures service quality from the beginning to the end of the project, but our real strength lies in the ability to create exceptional service that exceeds customer expectations in various situations,' says Riitta.
“I've sometimes said that Tapaus is not just an event ideation and implementation agency but also a trust and peace of mind agency. This concept is practically realized with the customer experience game,” adds Arttu Kallio, Creative Director at Tapaus.
'The choice of the board game format was specifically based on the desire to create shared moments where everyone can be fully present—such moments seem to be unfortunately rare in today's world,” Arttu emphasizes. Additionally, the creation of the game's was guided by the idea of putting the customer at the center, and each player takes turns portraying the customer’s perspective when evaluating a colleague's response.
During the spring, the game was refined through demo sessions, but its final force was only weighed on Wednesday when the entire staff had the opportunity to play the game. Arttu describes feeling chills as he moved around the game tables and saw how the game truly achieved its goals: it sparked active discussions about customer experience, enthusiastic sharing of experiences and tips, and mutual support and laughter.
And who won the game? “In this game, everyone wins,” Riitta laughs and continues, “We develop our skills in a fun way, and our customers receive even higher-quality service. We plan to continue playing the game in team meetings, as part of orientation, and also with our customers.”
Developing the board game turned out to be a fun and challenging project that required diverse expertise and the help of an external expert. However, the result is a highly successful game and the concept can be flexibly applied for various purposes, such as supporting the adoption of new values or enhancing practical implementation of a strategy.
“Board games are, of course, only one way to gamify and narrate events. Digital gamification opens up new possibilities in terms of the scope, duration, and content of the game, and we have strong expertise and easily adaptable tools for this, such as the Norwegian Let’s Play gaming agency, which is part of our Nordic LIWLIG family,” Arttu adds."
* This article has been translated from Finnish to English using ChatGPT.
Hannu Takala Commercial Director +358 50 376 1076 hannu.takala@tapaus.fi
