The Importance of Listening to Customer Feedback to Guide Product Innovation

Posted by: on Jun 11, 2025

The Importance of Listening to Customer Feedback to Guide Product Innovation

How a Digitech’s Frustration Sparked a Movement that Changed the Way Photographers Work

Before Tether Tools became a trusted name on sets around the world, it started with one photographer’s assistant, one problem, and one DIY solution. In this exclusive interview, Tether Tools Founder Josh Simons sits down with professional Digital Tech Kevin Owens to share the origin story of the brand that helped transform tethering from a niche workflow into a studio and on-location essential.

Together, they dive into the real-world challenges that inspire product innovation, how community feedback drives improving solutions on set, and why listening to working pros is still at the heart of everything Tether Tools creates. Let’s dive in.

Gear Built for DIT on Set

For working photographers, who are constantly chasing the perfect image while juggling the needs of clients and crew, every second matters. For digitechs, who are relied upon to ensure a flawless shoot no matter what, gear needs to be rugged, compatible, and fast.

Tether Tools’ growth didn’t come from guesswork. It came from the field. From the pain points of digitechs and photographers who needed more reliability and less improvisation. Kevin Owens, a working digitech and the interviewer in the video, confirms:

“There’s a lot of gear out there, but very little of it is designed specifically for our workflows.”

Tethering Cables That Do More Than Connect

As tethering evolved, so did the challenges. Longer distances. Higher file sizes. Fewer ports. More power demands.

Josh and his team weren’t just making orange cables — they were engineering solutions that worked outside of USB spec to transmit 100MB+ raw files over 15, 31, even 65 feet with virtually no lag or signal loss.

When Canon’s R Series removed the ability to disable USB power management — breaking tethering for many shooters — Tether Tools didn’t point fingers. They collaborated directly with Canon engineers and developed a fix: the TetherPro Optima 10G, a cable built from the ground up to prioritize data flow, reduce power delivery errors, and eliminate dropped connections.

“The Optima was born because Canon users couldn’t turn off power delivery. We didn’t just blame the camera. We went to Canon’s engineers and worked on a solution. That’s what we do — we don’t stop at the problem.” Josh says.

Kevin agrees.

“You know a product is made for us when you don’t have to think about it anymore. It just works.”

That kind of rapid, responsive innovation? It’s only possible when you’re deeply embedded in the community.

Built for Digi-Tech Photography, By DITS

Even now, Josh is on the phone with digitechs, reading Reddit threads, reviewing social media feedback, and refining prototypes with photographers around the world.

“We talk to digital techs and photographers all the time — that’s where most of our ideas come from,” says Josh. “It’s not just us in a lab. We prototype, we test with working pros, we revise. Sometimes it takes six months. Sometimes three years.”

Whether it’s a new iPad holder, longer Thunderbolt cables, or a workstation accessory, nearly every Tether Tools product starts with one simple idea: What would make this better on set?

Today, with global distribution hubs, dedicated support lines, and educational tools like the DigiTech Toolbox, Tether Tools has grown far beyond its garage-built roots. But the mission remains the same: build professional tools that empower creatives to work faster, safer, and with total confidence.

Why Reliable Streamlined Gear Matters

Whether you’re leading high-stakes commercial shoots with demanding clients, or making sure every cable, mount, and connection runs like clockwork—Tether Tools exists to support your workflow, not get in the way of it.

“We’re still a small, tight team. My wife runs marketing and sales. I handle operations and product development. It’s been 15 years, but we still grind. We’re still just trying to help the community work better.”

Kevin wraps it up best:

“You’re not just buying gear — you’re buying peace of mind. When I reach for a Tether Tools cable or clamp, I know it’s going to work. And if it doesn’t, I know they’ll answer the phone. That’s rare.”

Explore Tools Built for Pros:

Tether Tools started with a single question: How do we make this better?

15 years later, we’re still asking it — and building gear that answers it.

  • Tether Tools Customer Support: customersupport@tethertools.com
  • Tether Tools Technical Support: technicalsupport@tethertools.com