Customer Service Blueprint and Journey Mapping for The Crystal Maze Experience

Customer service

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................4
Application of customer journey mapping-.................................................................................4
Customer service blueprint:.........................................................................................................6
CONCLUSION AND RECOMMENDATIONS............................................................................9
REFERENCES................................................................................................................................1

INTRODUCTION
The Crystal Maze experience is one of the most popular live TV show that provide
entrainment and joy able experience to guest, this organization focus on providing live
experience including challenging game, area to play, popular 90s show. This show test physical
and mental ability of user with iconic challenging activities allowing guest to complete four
zones, this show arrange game including Aztec, Industrial, futuristic and medieval, these four
stage have certain activities that can be used to complete final task. The Crystal Maze experience
become most popular show in the UK that have attracted customer from all over the world, this
organization successfully target those audiences who have nostalgic experience of 90s and want
to explore thrillingly activities. This organization has great brand image and reputation because
they target right audience and focus on continuous improvement in customer experience, this
organization have brought significant change in their procedure and maze design to increase
customer retention and customer experience allowing them to become effective in the market
(Lin and Lekhawipat, 2016).
Customer expectation does matter when it comes to business management, organization
have to focus on continuous improvement in their service operation to increase customer
valuable experience. The Crystal Maze is facing issue related to customer experience impacting
their business operation, guest are no getting professional service which brining down reputation
of The Crystal Maze. Customer of The Crystal Maze have age of 18 to 34 which means they
have to provide service accordingly, this organization focus on fun activities which means
targeting these customers will be valuable for the business. The Crystal Maze arrange certain
activities in their zone according to current trend in the market, these activities are set with the
view of current requirement of each customer, there are certain consumer trends in the market,
these are:
 Old memory: This is one of current trend in the market, 90s kids want to relive their
memory that is why The Crystal Maze have set their program accordingly meeting
current demand of customer in the market. Focusing on old carton memory and 90s
nostalgia will allow business to attract more customer and increase their experience with
effective design.
 Budget experience: The Crystal Maze is way too expensive which means they need to
focus on budget of customer, this organization have to reduce ticket price to manage

customer experience. After COVID-19 spending capacity of customer have become low
which means this organization have to reduce price of the ticket and have to attract more
customer with lower ticket price, current trend demand business to reduce price and
lower the rate to attract customer and increase their retention in the business organization.
Customer expectation is most important element which need to be considered by
business, this allows firm to manage their operation according to expectation of the customer.
Meeting customer expectation allow firm to boost customer retention allowing business to enjoy
continuous growth and expansion (Yu, and et.al., 2018). The Crystal Maze have to focus on
meeting customer expectation allowing them to become effective.
MAIN BODY
Application of customer journey mapping-
Customer journey map is very compact visualisation of very deep understanding of the
experience of the customers as well as these maps can take many types such as the infographics,
illustrations, diagrams. This customer journey map enables to present all the key points as well
as all the places which the customers comes into the contact with the brand, online or offline.
This helps the company to look at the brand, processes as well as the product through the
customers perspective so that the company will be able to visualise the customers journey. This
map is considered as very strategic approach which will help the organisation in better and deep
understanding of the customer expectations as well as it is very difficult method to optimise the
experience of the customers.
The main aim of the customer journey mapping is to provide the visual story of the
customer's interaction by contacting with the brand of the organisation. The customer journey
mapping is very important for the organisation as this helps them in gaining the knowledge of the
pain points of the customers and then making the corrective measures which will help them in
making the improvements (Patti, van Dessel and Hartley, 2020). The most important aspect of
the customer experience is the personalisation as this map enables the SMEs for creating the
personalised experience for the overall touchpoints. The benefits for the Crystal Maze Life TV
show of using the customer journey mapping are such as it will enable them in optimising the
customer's on-boarding process, creation of the logical order for the buying journey of customer
as well as understanding the customer experience according to their desires by the customers
against what customer's are actually getting by the organisation.