The first ever Customer Service Case Study involving Pokemon Go

Sheraton Grand Los Angeles for the complete win.

Sometimes, it’s as simple as making a customer smile. You don’t need to invest millions of dollars in “Customer Service,” you just need to give your employees the freedom to have fun.

Several hours ago, I posted this photo to Instagram, taken in the lounge of the Sheraton Grand Los Angeles.

I returned back to my room just now, after a long day of meetings and speeches, to find this waiting for me, along with a chocolate bar and diet coke.

Give your employees the freedom to have fun. What you’ll gain from it can’t even be imagined.

Insofar as me? I’ve just found my new default hotel whenever I’m in Los Angeles.