Implications: In this day and age, standing still is the new falling behind.
This story suggests that companies should constantly be asking (consumers) how they can do even better. And as a collection of service or satisfaction improvements is developed, it might be wise to roll them out incrementally, so that the consumer notices. If you bring a huge collection of improvements to market all at once, it might leave the consumer asking “what have you done for me, lately” just a few months down the road.
Are you innovating to the point where you have something new to offer and talk about frequently… as the customer expects?