There is a product development talk I give that contrasts customer-led vs creator-led innovation.
Here is Twitter cast as customer-led by Benedict Evans
“Twitter held an investor day and gave some pointers to future product development. Besides the huge tidying-up to be done, the interesting development is the fact that at least as many people use twitter without an account as with one. As someone pointed out, twitter is something that was more discovered than created, and building product is tough when you don’t actually control the 140 characters themselves. Link “
The story of the Retweet or Tweetstrorm show how stubbornly “Steve” their product teams often are, eg “the customer doesn’t know what they want”.