@Ace: Actually the Unity desktop environment from the Ubuntu folks was in response to user criticism of Gnome 3. People really disliked the direction taken with the new Gnome so Ubuntu decided to write their own desktop to replace it.
Interestingly enough Gnome 3 itself was in response to user demand for simplification and ease of use, but they over simplified. The argument about FOSS not listening to the customer doesn’t apply here, not saying it’s not a valid argument, just that in this case the FOSS community listened too well to user demand and as it turns out the users didn’t actually want what they thought they wanted.
@Sundial: I agree, but as the above shows it’s not always corporate customers that lead a product in the wrong direction. The thing is people don’t always know or understand what they want or what they need because they don’t fully understand what else is required to meet those demands nor do they always understand the ramifications of having those demands met.
From the corporate customer stand point, which is surely Microsoft’s bread and butter, putting too much emphasis on their needs could lead the consumer away from Windows because it focuses too much on what the corporations want and not enough on what the consumer wants.
The problem here, for corporations, is that this could compromise Windows main selling point which is broad compatibility. Developers make software for Windows because of the large user base, but if those consumers start migrating elsewhere then the developers will follow. In the long run it’s in the corporate customers best interests that Microsoft dedicate some time and effort to the average consumer.
P.S. The consumer not knowing what they want is actually not that uncommon. There have been a number of articles in the news lately about how food chains such as McDonalds and Pizza Hut have lost millions betting on what the consumer wants. Surveys and focus groups all suggested that these restaurants should be serving healthier, more customizeable meals. The chains listened to this consumer demand only to find that the consumers are not buying the products they said they wanted.
The reasoning behind this is not always the same, in this particular case it would seem that what the consumer said they wanted ended up being too expensive. They said they wanted healthier more customizeable meals, but they did not know that these meals would be more expensive to make and are not willing to pay the price. Really the consumer lied, they said they wanted healthy, but what they really wanted was cheap and the two are not the same.
Atari is another example, during the development phase for their handheld game system Lynx the consumers repeatedly told Atari they wanted a bigger device, something that felt more substantial in their hands. They ended up bulking up the device with plenty of empty space just to make it bigger to satisfy the demands of their focus groups, but when they released the device it didn’t sell largely because it was too big. Sega’s less capable, yet much smaller device fared much better.
Of course there’s also the infamous “New Coke” which was in response to Pepsi’s blind taste test victory. Focus groups all indicated that New Coke tasted great and would be a big seller, but instead it was too similar to Pepsi so Pepsi fans saw little reason to switch because they already had what they liked and Coke fans were alienated because they liked Coke the way it was.
P.P.S. Walmart, on the other hand, seems to be making a different choice. Maybe they’re all too familiar with this phenomenon? Right now the consumers seem to be saying they want Walmart to pay their employees more, there seems to be a very strong public opinion on this subject.
So far Walmart has not catered to this demand and it might be that they know the public is lying about it, or rather does not fully understand what they think they want. In order to pay their employees more they’d have to raise the price on their goods and the only reason people shop at Walmart is because their goods are cheap. If they paid their employees more the consumer would stop shopping there.
The consumer says Walmart should pay their employees more, but in reality it is the consumer that is not willing to pay Walmart employees more.