White Pumpkin Events
Immerse yourself in your customer journey.
We run 'White Pumpkin' events. 'White' because they are all about a blank canvas to see (or design) nothing but the full experiences that your employee and customers are receiving. 'Pumpkin', because of the transformative nature of the events (think Cinderella here!). We are always able to find an element that will simplify, add consistency or delight to the experience. Often several.
At the event, we simulate the customer journey as closely as possible to real life, with your teams. This is perfect for experiencing a current set of customer interactions, or designing/redesigning a customer proposition. We call these sessions 'Eating Your Own Dog Food'.
We use simple props, record and map the experience as we go. We encourage leaders to step into employee or customer shoes in every interaction and feel every emotion - this is really where the magic happens! Then we run through what we've all learned and how to simplify, delight and add consistency. Stepping into the customer's shoes in this way can be a real catalyst for your CX initiatives and sponsorship. It works just as well at exec level as it does at customer facing level.
These events are normally offsite, where your teams can fully immerse themselves in the full customer experience, but we can also come to you. If you would like to make a day of it - we can also provide training sessions, customer focused presentations/speaking events or we can leave you be, to have your own team sessions, whilst we wrap up the learnings and customer journey maps for you.
The same set ups that we use for designing and revising an experience, we can also use for training your future team. We can role-play your whole customer experience, practicing and embedding your practices in a safe way, so they are then 'real customer' ready. Whether this is checking a customer into a hotel or a car dealership, practicing table service at a restaurant or greeting a customer on an airport help-desk (either remotely or face to face), we can work with any sector. It's a great way to work any kinks out without a 'real' customer being on the receiving end!
As well as being experienced in CX and EX, we also have an eye for efficiency (we are Lean Six Sigma Green Belt Certified) and will find areas of your customer journey that could be made more effective, which often cuts costs and helps towards the RoI of any CX projects - a win-win.