It's all about the assumptions though, and this is where it all starts to go wrong. When I started my new job a while back I took a risky move and actually went and talked to main users to ASK them what they actually needed from my team. It was the first time anybody had actually asked them rather than told them. Not one of my customers wanted new features, not one wanted anything that we hadn't already got. What they wanted was simplicity, consistency and dependability*
From my experience most people do not actually want new, they want what they have to work well. We should never forget that even the daftest question we see on Toms will be coming from somebody that would fall into 'advanced user' class and that many of the things we read here are more reflective of the needs / desires of enthusiasts and not the general users.