
The status quo police is back, the innovation killers, with yet another article about how we should embrace maintenance because innovation is overrated. Last year I put my two cents in on this same topic and argued that though innovation has become diluted and meaningless maintenance is overrated.

Last year I advised a restaurant owner on customer experience strategy for his restaurant. He had previously done benchmarking against other restaurants, but felt and knew he was missing something more deeper, something that would stick with people. Being a giver by nature, he wanted that same attitude to be part of the day to day operation; he felt that was missing. 

An organization’s value proposition is its promise. How many really deliver or exceed on their promise?