Taking suggestions from end users is ok, as long as the company isn't using feedback as the only, or majority portion of how to shape and change the product. I was able to see first hand the dangers of both never listening to customers, and listening too much when it comes to game development. If you only end up listening to the vocal customers, you end up with Everquest's problem, where expansion after expansion ended up catering only to a small percentage of the actual subscriber base. If you don't listen at all, and decide to just change the entire product without warning, you end up with Star Wars Galaxies problems during the NGE. Based on these past blunders, SOE is a very different company today, ensuring time is spent making better games by using a number of different methods to create and improve them.

Ultimately feedback from end users should be a small part of the overall plan, as it's hard to gauge sometimes what percentage of your user base actually agrees with what is needed. Temper it with actual proper metrics to know how end users are actually using the product, and a vision that helps ensure it remains accessible to the potential future customers too. And ensure that new ideas are also coming from internal development, since sometimes users don't know what they want until after you've put a feature into the product. You also have to decide what you want your market to be and focus on it, instead of always trying to appeal to everyone. Sony and Microsoft are potentially making some dangerous moves these days, trying to connect with the success Nintendo had with motion controls. If they don't ensure their core base is also kept happy, they may end up trading one type of user for another.