Jared Spool has written a great article on how Apple and NetFlix used innovation to create new markets and phenomenal revenue growth. I agree that CEOs get that innovation is integral to their business. I have also noticed that the value of user experience and customer experience are slowly being accepted inside organizations. It’s not something we have to validate and prove as much as we used to.
One of the reasons is the iPod. It is such a tangible example of how great experience translates into business value. Sadly it’s becoming a tired example. I think there may be a law that all consultants have an iPod slide somewhere in their PPT decks.