"UX is about listening to customers, being empathetic to them and responding accordingly with features that benefit them in the biggest way possible."I don't know that I've ever heard it summarized better.
To me this seems like a no brainer - listen to and observe customers, build what they want/need, and as a result you ultimately enjoy greater success. I'd love to hear someone's argument against doing this sort of UX work. No, the budget argument doesn't count. It's an investment which yields results and it can be done on the cheap. It's not sensible (financially or otherwise) that you jump right in to building and thus start leaking money like a sieve into development when you're not even sure what you're building will achieve your goals (provided you're defined/articulated your goals - which is an often negligently skipped).
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