12 October 2016
Living with Rituals: Innovation in a Centuries' Old Practice
"How should an enterprise evolve – what are its responsibilities – when it’s closely associated with a part of quotidian life? For example, today, it’s hard to dissociate coffee in many countries from the ubiquitous Starbucks store. Or, if you’re looking for information about just-about-anything, you go to a search engine, most commonly Google; in fact ‘to google’ is practically a verb now. Using Google and visiting a Starbucks are part of daily life.
In this post, I’ll reflect on some pretty neat lessons about balancing the innovator’s attempts to induce change, and the customer’s behavioral bias to leave things as they’ve always been, especially when the company in question is a ‘guest’ in the customer’s daily routines."
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