Steve Jobs from Apple made the statement that he doesn't conduct focus groups because customers don't know want they want because they haven't seen it yet. But there's a difference between being a visionary and not listening to users. When users were complaining about the IPhone dropping calls because the way it was held, Apple had to address that issue.
Another example is Todd Howard the directory of Elders Scroll Skyrim rated the best game of the year. Todd Howard personally goes on forums to read every comment to find out what players where complaining about until he hit mass success with Oblivion and couldn't read all of it anymore. He personally plays many successful and competitors games to find out what people are liking. He takes all this, new ideas and integrates into his game.
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