I couldn’t help but chuckle when I read this:

To the old-school reporter, “listen to the customer” is assumed to be code for one of the following: (a) cave to the politician; (b) coddle the advertiser; (c) pander to the ignorant; or (d) give credence to the crazies.

This mentality has served newspapers poorly, and it serves developers poorly too, but it’s very difficult to overcome.