One thing that might be interesting to add: the story why Netflix was invented is a bit "in the clouds" as the CEO and the co-founder of Netflix tell different stories about it.
But one story is that Netflix was founded because Hastings once had to pay 40 dollars fee for returning a movie late.
Now, as a matter of fact, Netflix started as a DVD rental service before they went into streaming business.
Now the thing I ask myself: could that rental service be in the position of Netflix today if they had properly listened to their customers? :)
Back then, they probably couldn't go into the streaming business right away due to technical reasons, but I am pretty sure that their customers could have told them that they hate having to leave their house to see a film. That is feedback, too. It's just not as specific as we like feedback to be.