Rule #0 is not a good rule at all. People are never happy. When Firefox was focusing on utilitarian concerns, people reamed Mozilla incessantly for "ugliness" and "user hostility". They vowed to switch to Chrome which supposedly cared more about these things because its tab bar background was blue (or plug in your pet issue here). Now Firefox releases something that focuses on fluffy prettiness concerns like "native look and feel" or "non-distracting tab bars" and suddenly Mozilla is vain and silly, and people vow to switch to Chrome because they implemented Real Feature X.
The point isn't that either side is necessarily wrong, just that "listen to your users" is not the #0 rule of business. Users can provide good feedback, but it must be tempered, because there are always going to be detractors, and detractors will always be louder than supporters.
The point isn't that either side is necessarily wrong, just that "listen to your users" is not the #0 rule of business. Users can provide good feedback, but it must be tempered, because there are always going to be detractors, and detractors will always be louder than supporters.