Point of view is my favorite expression — it says why a product/company exists and is unique. A point of view is a long-term perspective and that’s super important because without it you’re just “work for hire”. Very good businesses can be built on meeting customer needs relentlessly, but great businesses are going to have to make tradeoffs over what to do today versus preparing for a new future. FWIW, whatever company is currently doing the best in whatever market they are in is always one that has endless stories about relentless customer focus. This changes in one of two ways: customers end up going in a different direction or at some point people start asking “didn’t they used to listen to customers.” It just is that way.
No real easy way through this growing pain — the first of two real world challenges with listening is that the input exceeds ability to execute. The sales and product process need to be clear with customers and potential customers or everyone will be unhappy.