2001 Innovation Loyalty Operations 
Harvard Business Review
AUGUST 22, 2012
In his research, he reports that these individuals typically have extensive sales, marketing and operational backgrounds. But Hagen has identified three attributes that these leaders must possess: 1) a passion for customer experience; 2) a strong personal brand; and 3) operational know-how. Get operational expertise, and fast.
Harvard Business Review
JANUARY 29, 2013
Someday, Apple's now 11-year-long run of nearly unbroken triumph (I'm dating it to the launch of the iPod in November 2001) is going to end. This is another Christensen observation, albeit a lot less famous than the one about disruptive innovation. That is just the way of the business world. The questions, of course, are when, and how.
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