There are courageous executives out there who make it their personal mission to drive the innovation needed to position their companies to win the love of today’s digital customers.

When Gordon Bethune took over as CEO of Continental Airlines in 1994, the carrier had just emerged from its second bankruptcy and was headed for their third and potentially final round.

Many companies today are focused on playing “catch up” in the digital world and are trying to figure out what they need to do to become more “digital” businesses.

No matter what industry you are in, the most significant change influencing customers over the past decade has been the massive increase in the role “digital” plays in their lives.

When you think of customers who are “loyal” what images come to mind?

Some say Toys “R” Us “went under” because they had too much-leveraged debt, and it’s true that was a genuine problem. Others say that downloadable video games reduced the demand for physical toys, and they have—a bit.