This is an interesting question that I've been tackling the last couple of weeks since discovering some articles by Clayton Christensen of Harvard Business School. I guess there's something instinctual of what he has mentioned about disruptive innovation, listening to your customers, and what Guy Kawasaki has mentioned a few times...you need to be ahead of the curve...an example of a company who did listen to their customers but it didn't take them anywere: Digital Equipment. There's probably a whole lot more.

Should we be really listening to what the user wants for information?

I'll have to retreat and figure this out.