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.