When it comes to innovation in organizations, we are often asked to confront a false choice: either we serve today's customers or we pursue innovation. But innovation isn't an "either/or" choice. It is possible for any organization, regardless of scale or scope, to make innovation a priority even as it provides excellent service to current customers. Indeed, I would argue that today's service commitment is strengthened in the minds of customers when they recognize that your organization is also tending to the future.
So the next time an innovation naysayers says, "Ah, we can't do that. We need to put all of our energies into serving today's customers," you must push back! Innovation isn't an either/or choice, it's a both/and opportunity.