Getting Feedback from Customers

The landscape of the average person is a very connected one.  As consumers, we are constantly bombarded with requests for our time and attention.  Surveys and focus groups only capture a sliver of the wealth of ideas and opinion that your customers already have.  Customers have amazingly valuable opinions and ideas for improving your product and customer service.  Maybe customer A has an idea for your next ground breaking, earth shattering product.  The dilemma is how do you engage your customers in a cost-effective manner.

Napkin Labs has risen to the challenge.  They are offering a service that provides a collaborative framework for customer engagement.  It even rewards participants using a point system.  Why not give your customers the opportunity to become super customers in the eyes of their fellow customers.  I like the idea.  Here are a couple of videos that describe the Napkin Labs approach.

Introduction to the Napkin Labs Way


Tour of the Napkin Labs User Interface and Overview of the Workflow

Montie Roland

Montie Roland is President of Montie Gear, a manufacturer of outdoor sporting equipment in Sanford, NC. Montie is also employed at Pentair in Sanford, NC as a Mechanical Engineer on the New Product Development team. Montie enjoys finding innovative solutions to customer requirements. He has 15 years of experience engineering products in diverse market spaces including industrial, commercial and military. Montie earned a BS in Mechanical Engineering from North Carolina State University. He is also the President Emeritus of the Carolinas chapter of the Product Design Management Association ( and a founder of the RTP Product Development Guild (

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