About 10 years ago, when I worked for Kodak, I attended a 'Voice of the Customer" seminar. EK had brought in both Paul and John Paul Caponigro to let the employees learn from their experiences and opinions. It was a 3-day class, with around 40 attendees. We looked at pictures, listened, and did lots of Q&A. Quite an inspirational experience! I don't know where my notes are right now, but this thread is causing my mind to dig up the memories... perhaps the notes will surface and perhaps they'll be worth sharing.