Very true, but there's a difference between showing your customers a product and not listening to them. I agree that the first step is pretty scary, esp if you're an introverted engineer who'd rather hide in a cave and code, but the main problem seems to be that when founders do solicit feedback, they'll hear what they want to hear, i.e. focus on the positive feedback and underweigh the negative. This supports a continued delusion that their product is as loved by others as it is by them.