Customers Aren’t Always Right - Their Problems Are

Prioritising customer requests purely by volume is a flawed strategy. Popularity doesn't guarantee the best solution. It often blinds teams to the underlying problems driving those requests.

Customer feedback is invaluable for spotting patterns and surfacing needs but raw demands rarely point to the optimal answer. Building features based solely on who shouts loudest often results in bloated products or patchwork fixes that don't scale. A significant client might demand Feature X but their request likely reflects a deeper pain point solvable in a more elegant, widely beneficial way.

Strong product decisions require distilling customer insights into strategic solutions. Instead of asking: "What do customers want?" ask: "What problem are they trying to solve?".

Solving that unlocks loyalty far more than feature lists ever will.