How to turn your frontline workers into your top innovators

04/24/2012 | Harvard Business Review online

Not all innovation happens in laboratories and research departments, Jeffrey F. Rayport writes. There's also "demand-side innovation" in which frontline, customer-facing workers come up with creative, improvised ways to improve the service they deliver. "At a time when it's become difficult to differentiate just about any product or service for long, this type of innovation is more important than ever," Rayport writes.

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