Pokémon Go Can “Lure” Customers to Your Business

On July 14, 2016, Sprint released a press release titled: “Attention Monster Hunters: Sprint and Boost Mobile Stores Become ‘Must Stop’ Location for Pokémon Go Players.”  They advertised that gamers could visit a retail store for lures, free charging stations, and help from gaming experts. The Pokémon Go game is free. In the United States, 64 percent of the population uses smartphones, and over 21 million people play Pokémon Go daily. Players’ addiction to Pokémon Go promises a new way to reach out to your customers.

In the United States, 64 percent of the population uses smartphones, and over 21 million people play Pokémon Go daily. Players’ addiction to Pokémon Go promises a new way to reach out to your customers.

Last month we examined the potential for Pokémon Go to change users’ expectations of game and mobile app experiences. Now we will explore how this game can revolutionize the way that you incentivize your customers to reach out to you.

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Video Games Raise the CX Bar for All

Balboa Park is San Diego’s Central Park. It’s Prado area, filled with museums, restaurants, and landmarks, is deserted once the sun goes down. That was until July 6, 2016. Now when you arrive at the Prado at night, you may not get a close parking spot. The Prado is filled with hundreds of people playing Pokémon Go.

The majority of people are Millennials. But you’ll find a significant showing of families, ranging in age from tots to parents. And that’s no surprise. Over 80 million people have downloaded Pokémon Go.  Why does this matter? Pokémon Go is a mash-up of technologies: GPS, mapping, camera, and social media. And it’s this combination that revolutionizes how people can interact with their apps.

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Measuring Sustainability & Success

In April, the National Association of Fleet Administrators (NAFA) is unveiling their Sustainability Fleet Standard Program at the NAFA 2015 Institute & Expo.

Phil Russo - President of NAFAPhil Russo, NAFA’s CEO, discussed this program in an exclusive interview with Fleet Management Weekly.  In this interview, Russo stressed, “NAFA has a tremendous opportunity to…positively impact the future of this plant through our Sustainable Fleet Standard Program….by teaching fleets how to be sustainable. And by measuring those results.”

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A Picture is Worth a Thousand Words

Last fall, I spent two days at a regional operations center for a large transportation company.  I was working with a team that was redesigning a fleet management device.  We ran brief Pain Point Interviews with many of the truckers in order to understand what worked well and what hurdles they faced with their current devices.

trucker in cabMost of these interviews were conducted in a common lounge area.  But a few of the truckers had time to give us a tour of their cabs.  We asked the same questions.  But this time, sitting behind the wheel, reaching over, and explaining their experiences, we were able to see the reality of our previous design decisions.

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Customers Design the Feature Set

Nothing in this world is free.  And you are reminded of that fact every time you decide which features you’ll include in your service. Customers want more features at a lower price tag.

However, the more features you add, the more your service gets lost in the vortex of commoditization.

fHowever, the more features you add, the more your service gets lost in the vortex of commoditization.  This is a no-win game where you try to keep up with your competitors by including every feature they include.  In the end, customers cannot differentiate between services that are loaded with the same unnecessary features.

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