Do I wake up thinking about innovation? I do start the day wondering if there are better ways to meet the needs of the demanding luxury customer through the right mix of human touch and disruptive technology. So innovation is something I do, not something I just think about.
I believe that innovation flows from purpose. This means doing everything from the customer’s perspective. I don’t believe you can create a ‘secret innovation formula’ or engineer an innovation process. It really is about the customer.
Innovation also flows from courage. Too much focus on risk kills good ideas. The journey from start-up to $6 billion business has taught me to be brave.