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Edison on Innovation: 102 Lessons in Creativity for Business and Beyond
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Edison on Innovation: 102 Lessons in Creativity for Business and Beyond

by Alan Axelrod
February 2008
Intermediate to advanced content levelIntermediate to advanced
192 pages
4h 1m
English
Jossey-Bass
Content preview from Edison on Innovation: 102 Lessons in Creativity for Business and Beyond

9.9. Lesson 87: Harvest Complaints

Edison avidly devoured feedback from his customers, especially the complaints. In these he found his inspiration and guidance for innovation and improvement. When one of his key associates, Francis Upton, neglected customer complaints concerning faulty lamps, Edison scolded him for not having learned "the Lamp business ie the Carbonization of filaments." The "financing is rather easy," Edison wrote in a note to him. "I suggest you do like the rest of us learn the business thoroughly & not be dependent on others = you are degenerating into a mere business man—Money isn't the only thing in this mud ball of ours."

NOTE

A successful business may be built on the complaints of customers, provided they are harvested ...

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Publisher Resources

ISBN: 9780787994594Purchase book