Agreed it's crucial to listen to your customers. OTOH, if Ford had asked people what they wanted, they'd have said "a faster horse". And there's risk of taking

Agreed it's crucial to listen to your customers. OTOH, if Ford had asked people what they wanted, they'd have said "a faster horse". And there's risk of taking the stated needs of your most vocal customers as representative of the whole. As with everything, there are tradeoffs / counterexamples, and knowing which applies when is more art than science, and usually involves some luck.