Happy Makers Make Happy Customers
Customer happiness is an aggregate metric for the quality you produce, your predictability in time and budget, your efficiency and creativity at problem solving, and your ability to address their legitimate emotional needs. Whether you like it or not, your makers (designers, developers, testers, etc) will ultimately determine the happiness of your customers. All the account management, political schmoozing, and customer relationship work in the world can't make up for a poor project experience.
How do you organize your team or company for happy makers? Does “happy" mean getting everything they want? What role does compensation play? What about governance and job responsibilities? I'll share lessons learned from ten years of building and running Atomic Object. I hope to give makers, team leads, and company managers concrete ideas they can apply to increase their customer's happiness through happy makers.