Zyman's message is made clear by his title--companies that try to innovate their way to greater sales and profits will failmoreoften than those that renovate their way to growth.
When companies lock down their systems and fail to listen to staff feedback, moreoften than not the result is that employees take matters into their own hands and find ways getting round their restrictions.
Most airlines and airports are only too happy to help travellers in wheelchairs but sometimes fail to spot what is going to make life harder for us, or moreoften what is likely to rob us of our dignity and independence, like kettling all disabled passengers into a sort of roped-off "disabled ghetto" or bending over us and speaking very, very slowly.
It has more support among those continental members that profess themselves Euro-enthusiasts, even though their actions oftenfail to live up to their words.