Using "Soft" Innovations To Create Amazing Customer Experiences

To generate growth, companies seem to love “hard” product innovation–the type of expensive breakthroughs that require engineers and PhDs to toil away deep in the lab. Think Teflon, Viagra, or the Segway scooter. The challenge with this type of innovation is that it’s expensive and high risk because it requires a lot of marketing dollars to educate consumers, not to mention the cost of developing the product itself.

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Using "Soft" Innovations To Create Amazing Customer Experiences