How GoPro Aims to Improve Customer Experience



GoPro mobile app gains traction

During GoPro’s (GPRO) 2Q17 earnings call, chief operating officer Charles Prober stated that one of the company’s priorities is making Smartphones central to the GoPro experience. To align Smartphones with its products, GoPro needs to focus on product development and creating intuitive designs. The company’s HERO5 Black and Karma have both received the prestigious Red Dot Design Award.

Furthermore, GoPro’s mobile application continues to perform well and improve user metrics. User sharing from the GoPro application rose 30% YoY (year-over-year) in 2Q17, whereas installs and monthly active users rose 84% and 112% YoY, respectively.

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QuikStories launched by GoPro

In July 2017, GoPro launched the QuikStories feature. According to CEO Nicholas Woodman, “QuikStories automatically copies footage from your GoPro to your phone, and the GoPro App then creates an awesome ready-to-share video for you. We think this experience is game-changing for our customers and for our business.”

GoPro claims to be the most followed consumer electronics brand on Instagram (FB), despite presenting a challenging sharing experience for customers. The company believes that QuikStories, which allows people to share videos on platforms including YouTube (GOOG) (GOOGL), Instagram, and WeChat, will fuel growth.

GoPro has stated that it aims to be an extension of users’ Smartphones, helping customers capture engaging stories. While GoPro has first-mover advantage in this space, it may take some time for users to embrace this new age of visual expression.


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