A big problem with listening to your customers is that you're often listening to individual customers. The problems they would like you to solve can't be fixed

A big problem with listening to your customers is that you're often listening to individual customers. The problems they would like you to solve can't be fixed the way they suggest because it would cripple the system/community as a whole. This is because users will often have a pretty egocentric view of how their experience can be enhanced. They do not understand this will never work when it's applied to all users.