This isn't about a store... This all started that the customer is always right and it simply is not the case. They can never always be right. It is simply impossible for the reasons I already pointed out. Such as the differing opinions in the focus group, they are your target audience, the customers you are trying to appeal to with your product. If half the group likes what your doing but the other half wants to change then what half is right? They can't both be right for the simple fact that one being right makes the other wrong by process of elimination. You say the ones that want the change are correct? That means the one saying to keep doing what you're doing are wrong and vice versa. You can't appeal to all the customers, what's right for some is not right for all and it's down to the business to market their own way. If you take anything the customer says as right all the time then you'll just flop hard. Simple as that.[spoiler]Also I'm not sure why you think focus groups are not used after a product is released to evaluate the product... If your product isn't connecting with your target audience the way you expected you hold another focus group to find out why...[/spoiler]