American Airlines’ Paper Napkin Pitch

american-airlines-contestAmerican Airlines is soliciting suggestions from customers on how to improve the travel experience on their airline. Rather than asking users to publicize this on a microsite a la Starbucks, you can write down your pitch on a napkin (and drop it at the boxes at their new lounge in Austin) or submit it online for the chance to win domestic air travel until March 12.

Why I’m Curious: Soliciting innovation ideas from customers is not new. But I’m interested in the inherent limitations of this format (i.e: a 6″x6″ napkin doesn’t provide that much room for ranting) plus it doesn’t expose customers to the invariable negativity that will come forth from these ideas (by keeping the ideas inside a closed box).


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