> why can't the customers also try to change Nokia's mind?
They can, and they do, complaining (you would be surprised how effective is to call Nokia support and provide 'negative feedback' there) and buying or not Nokia products (what at the end counts in any commercial product). ITT is part of this picture but there is more out there. As you say the customer is always right, and s/he might not even bother about ITT's discussions.

In addition to that, let me say that the most quoted sentence I have seen since I joined this project is:

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

The man had a point. I don't know how he applied this to car mass production. I read it as "you need to understand your customer better than they understand themselves" (thanks). The whole topic is far more complex but now It's time for me to do some actual work (and make you happier).