Customer Service

From Satisfaction to Advocacy: The SME Edge

Developing a Reward System for Loyal Customers

  • Conceptualization

    • Brainstorming session on types of rewards and recognition

    • LSP activity to visualize creative and feasible reward systems

  • Implementation Planning

    • Group discussions on integrating the reward system into the customer service journey

    • ChatGPT session to draft personalized communication for loyalty program enrolment

Integrating ChatGPT into Customer Service

  • Enhancing Communication

    • Demonstrations on using ChatGPT for customer queries, feedback, and support

    • Workshop on tailoring ChatGPT responses to align with brand voice and values

  • Automating Engagement

    • Ideas for automating routine interactions without losing the personal touch

    • Strategies for monitoring and continuously improving AI-driven communications

In this competitive business landscape, standout customer service is a key marketing lever for SMEs, distinct from the constraints larger corporations face with their extensive rules and staffing layers. This workshop leverages LEGO® SERIOUS PLAY® and ChatGPT technologies to elevate SMEs' customer service, turning every interaction into a potent word-of-mouth (WOM) opportunity. We'll explore agile strategies for SMEs to build deep customer relationships and transform satisfaction into advocacy, highlighting their unique advantage in creating memorable customer experiences.

Join us to unlock the competitive edge your customer service can deliver:

Understanding the Customer Service Journey

  • Exploring the Current Landscape

    • Mapping out the existing customer service journey

    • Identifying customer touchpoints and moments of truth

  • Building the Ideal Journey

    • Using LSP to construct models of the ideal customer service experience

    • Group discussions to share insights and common themes

Key Interaction Points

  • Identification and Analysis

    • deep-dive into critical customer interaction points

    • understand customer emotions and expectations

  • Strategy Development

    • Collaborative model-building to design enhanced interaction strategies

    • Leveraging ChatGPT for generating and refining customer communication