if we fail to understand why customers make the choices they make, we’re just getting better and better at a fundamentally flawed process. Without the right understanding of the causal mechanism at the center of the innovation universe, companies are trying to make sense of the universe revolving around the earth. They’re forced to rely on an array of borrowed best practices, probabilistic tools, and tips and tricks that have worked for other companies, but which can’t guarantee success. As you look at innovation through the lenses of the Jobs Theory, what you see is not the customer at the
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