Summary
The Pokémon Go phenomenon has washed across the globe like a tsunami, and while the pace at which it is subsiding is as rapid as its inundation, it leaves valuable customer experience (CX) lessons in its wake. The game's success reveals key elements that any firm can borrow to create its own powerfully engaging multisensory experience. This brief examines what it is about Pokémon Go that got our brains so hooked on chasing unpredictable, intrinsic rewards and what CX pros can do to seduce customers and deliver and sustain compelling experiences that cement their loyalty.
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