That's very true - analytics cannot entirely replace talking to you customers. We still do that all the time.
They supplement each other quite well, though. Talking to your customers can help negate the form of selection bias you bring up, and looking at aggregate data can help you figure out if the needs of the most vocal 1% are worth pursuing right now.
They supplement each other quite well, though. Talking to your customers can help negate the form of selection bias you bring up, and looking at aggregate data can help you figure out if the needs of the most vocal 1% are worth pursuing right now.