
3 Times You Should Ignore Your Customers
BRINGING INNOVATION TO MARKET
BY KELLY FITZSIMMONS
Think the customer is always right? In these three cases, you want to listen to your gut, not your customers.
Would you bring a new product to market if your current customers said they didn’t want it? Well, that is exactly what happened in 1992. The product? Voicemail.
Mike Buhrmann, founder and CEO of Finsphere, a mobile financial technology startup, was working at McCaw Cellular Communications back in 1992. His job was to introduce value-added products to the cellular network. He reached into his bag of tricks and pulled out voicemail, a rarely-used service from his days at Cantel (which later became Rogers Wireless).
Cellular voicemail...