It All Starts With the Customer

“Innovation for innovation’s sake may

keep you in the news, but if it’s not

grounded in customer needs, it won’t

provide lasting success. The most

innovative companies have a deep

understanding of their customers’

needs and behaviors.”

This a quote that appeared in the Innovation section of the  most recent issue of Chain Store Age . I find this quote interesting in the sense that retailers now need to be concerned about a type of hubris that technology companies have had to guard against for years; namely doing things that the firm thinks are cool, and assuming the market will agree.

The fact that retail companies are thinking heavily on innovation, and more specifically, unbridled, unsubstantiated innovation is clearly an indicator that we are all technology companies now….

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