Innovation: Bring it on!
There was a recent entry on the blog Creating Passionate Users by Kathy Sierra about innovation, and how users/customers can't be held responsible for driving it. I can't agree more.
It reminds me of my electric toothbrush... maybe a few years ago I'd laugh at the idea- I mean, come on, how lazy can you possibly be? But if you've tried a good electric toothbrush (mine's the "sonic" kind), you know that feeling like you just went to the dentist and had your teeth cleaned... and trust me, you can't go back. There's something that hardly anybody would "ask for", especially when it's 7 a.m. and you're still half asleep!
I'd go even farther than Kathy. Not only can't users define innovation, but the vast majority of users/customers will often resist innovation for some period of time. Sometimes it takes time to realize that something is good for you. :) Think of the innovations that went through (or are going through) periods of ridicule or rejection before wide acceptance... cell phones ("why would I want two phone numbers?"), hybrid cars ("who wants to drive a golf cart down the road?"), botted water ("um, the tap's right there."), and of course, electric toothbrushes.
It takes vision, determination, and some faith... to not only bring innovation to users, but stick with innovation as users slowly adopt to new and better ways of living, working, and playing.