The article reminds me of Paul Graham's "The Hardest Lessons..." presentation done at Startup School 06 (I viewed that here: http://startupschool.infogami.com/)

The article reminds me of Paul Graham's "The Hardest Lessons..." presentation done at Startup School 06 (I viewed that here: http://startupschool.infogami.com/) about making users happy. Users may be accustomed to getting their requests and opinions thrown into a pile of ignored requests. And this is where a startup can really shine.