Watch out for focus groups. Ironically they can really blur the picture. Extroverts tend to dominate and persuade. Their points of view get overly represented. Quiet intuitive types who may have the clearer insights are often ignored.
Rules are rules.
Most rules are established to enhance peoples experience, but on occasion can cause enough frustration to ruin it and reduce the likelihood of return business. Red rules versus Blue rules. For example, recently our director received a four-page letter of complaint, which resulted from a situation that could have been avoided. The park attendant was technically correct in pointing out that they weren't scheduled for another hour. Area maintenance still needed to be done.