Think holistically about the customer experience. As you’ve probably picked up I’m not a fan of incrementalism – the “paint it blue, call it new” style of innovation that seems more directed to satisfying the need of new product development departments who want to proclaim...

Along with “love thy customer” and the rest of the “customer touch” components, we arrive at one of the more human elements of the innovation process: teamwork and the team itself. Basically what I look for is a team that really “walks the walk,” rather...