Source:
http://www.apsense.com/article/the-true-cost-of-complacency-and-how-mystery-shopping-can-help.html
What do Kodak, Blackberry, Nokia and Xerox have in common? Each of these companies have been pathfinders in their respective fields. Yet over time they each have rested too long on their past laurels, failing to adapt to a changing world. The overconfidence inspired by past success blinded them to the need for big change. It’s not just with these companies – businesses small and large have to innovate or they run the risk of becoming irrelevant.
