“They are not just copying our products; they are copying our way of doing business.” This was a comment recently made by a colleague in the lighting industry, referring to the endless small startups attacking the lighting business. It was an astute comment.  In one quick phrase he summed up why the lighting industry desperately needs service innovation. LEDs are cool, and there are several other technologies driving change in the industry.  But nowadays, any technology is easily copied by any hack company.  Customer service on the other hand, particularly excellent customer service, is a very, very difficult thing to … Continue reading copycats