271: When Innovation Stops Serving the Customer

When Innovation Stops Serving the Customer

When does innovation stop being customer-centric and start becoming corporate strategy for strategy's sake? In Episode 271 of the Customer Service Revolution, Denise Thompson and John DiJulius examine Nike, Apple, Starbucks, Gap, Peloton and other major brands to explore what happens when companies chase new channels, customers and efficiencies while losing sight of the people who made them successful. They discuss why removing friction isn't always the same as improving customer experience, how Apple creates extraordinary ecosystem loyalty, why Starbucks is returning to its roots, and the question every leadership team should ask before approving its next major innovation.