Since I spent time sharing consumer misfire experiences I had with ATT Wireless, Comcast and Krups and better to great ones with Comcast, Reynolds EZ Slide, Breville and J and R World, I have to mention a little book from the people at Adaptive Path.
The opus in question titled Subject to Change (O Reilly) is a How To on 'creating great products and services for an uncertain world'.
Amongst things they offer that I agree with whole heartedly, here's a few: "All that matters to customers is their experience" and "We must understand people as they are rather than as market segments or demographics" plus "Stop designing products".
Get a taste of the book with a Free Chapter.
Related: 5 Ways to tick off Customers