To talk in general terms, there is a not-too-fine difference between "the customers (as a whole) are always right" and "each customer is always right". It's a lot about seeing the bigger picture.

To take a broad analogy (don't take this too seriously), take an imaginary company, and a one that would be making cars, for a specific market. Let's say that the possible customer population in that market would be one million. And we would have this idea of replacing the steering wheel with a joystick. It's more accurate after all, and requires smaller movements. And our cars would sell a hundred copies, while the competition is selling like hotcakes.

Now, we, the car manufacturers, would be wondering what went wrong, and we would do consumer studies and benchmark against the competition. And consumers in all of our studies would say "well your joystick design is interesting, but it ultimately sucks! I want this and that and that in my car, I want a steering wheel, it's a better input mechanism". And all of our car manufacturer competitors would have also realized that.

Now, contrast that to if we would do the same consumer study with only the hundred people that would have bought this joystick car. Would the results be the same? Certainly not. Many of those customers would be furious if we would talk about throwing away our joystick controllers, since many of them are fine with it, some might have even learned the finer points and possible advantages or the joysticks. Or perhaps they would talk about "perhaps you could add the steering wheel to your next car and keep the joystick there at the side - why limit the options?"

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This - of course - has nothing to do with our current situation right now.