So how did Blackberry become a bit player in the smartphone market it invented? Canada’s Globe and Mail offers an extensive look in their article Inside the Fall of Blackberry.
According to one insider quoted in the article, the problem wasn’t that the staff stopped listening to customers. It was that they never listened to them. The company simply believed that they knew better what their customers needed.
Apple has wildly succeeded by being “out front” of expressed customer needs. But few tech companies hit paydirt when following this hubristic concept. Just look at the “innovative” user interfaces customers haven’t asked for and have resisted over the past few years.