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Showing posts from July, 2015

Faster Horses

“If I had asked people what they wanted, they would have said faster horses.” - Henry Ford

Henry Ford has so many memorable quotes but this one is definitely my favorite. I was reminded of it earlier today by Eric Dodds posing an oft-wondered question - “is the customer always right?”

It’s an important thing to consider for any company, as the answer to this question will greatly influence how products, ideas, marketing strategies, etc, are imagined and developed. How much stock should you put into input from your user base? How much should you trust your own instincts and experience in your respective field? What happens when these two approaches conflict?

To many people, the answer would seem obvious and likely something along the lines of:

Of course the customer is always right! If the customer isn’t happy, then you don’t have a business!

While I would completely agree with the obviousness of needing customers to support a business, I don’t believe that a users happiness is depend…