… Gallup’s troubles can be summed up in three words: the innovator’s dilemma. That term, coined by Harvard Business School professor Clayton Christensen, describes the sickness that ensues if you fixate on your high-end customers and ignore the market’s low end. Cheap, new methods seep in, eventually disrupting a whole industry. It happened in steel, retailing and computer storage. It’s happening again in survey research. [cont.]
George Anders, Forbes