In September of 2012, Apple
released the latest version of their iOS mobile operating system. The upgrade included an overhaul to their map service. Upon release, there was an immediate backlash from once devoted Apple consumers. Consumers knew what they wanted and it wasn't a new map service. Soon after the consumer and media backlash, Apple CEO, Tim Cook made a public apology to consumers and the original Google Maps app would be once again available for iPhones. (inc. com) "Apple's made a new product that actually is pretty but dumb. Worse, they've used their platform dominance to privilege their own app over a competitor's offering, even though it's a worse experience for users. This is the new Maps in iOS 6." Anil Dash, Dashes.com
To our customers, At Apple,
we strive to make world-class products that deliver the best experience possible to our customers. With the launch of our new Maps last week, we fell short on this commitment. We are extremely sorry for the frustration this has caused our customers and we are doing everything we can to make Maps better... - Tim Cook, Apple CEO
In the 1970s, Harvard Law
Professor and active ice climber, William W. Fisher III had the idea of adding a leash to ice hammers and axes so they could hang on them while climbing frozen waterfalls. Other climbers were inspired by Fisher's innovation and followed suit. Soon after manufacturers noticed the trend and began to incorporate the leash into all their products (nytimes.com.)
With increased pressure from alternative
fast food companies, Domino’s was faced with a choice: innovate or continue to lose market share. The pizza giant’s in-house digital marketing team saw an opportunity in learning from and about customers while also increasing the lifetime value of each fan. They came to Napkin Labs looking for an online platform where they can tap into this unlocked resource, the customer. Instantly the fanbase of 5 million customers turned into a crowdsourcing workforce resulting in 9500 ideas submitted in the first month. Two years after Domino's refocus to the consumers they saw a Q1 boost of 14.3% for same-store sales.