In this edition of DirectorPlus, Jack Tam, SVP and CTO at Intuit Mailchimp, shares how he encourages engineering leaders and developers to prioritize the customer.
Many organizations talk about being “customer-first,” but few actually walk the talk. At Intuit MailChimp, however, “customer outcome is the first priority,” says Tam.
For Tam, this translates into “outcomes over activity.” User-facing applications need to be stable and effectively manage high-traffic peaks. Simultaneously, you must routinely collect user feedback to detect bugs and refine the engineering roadmap. But, perhaps most importantly, you need to give developers a reason to care.
Intuit Mailchimp gives engineers a direct window into customer outcomes through qualitative feedback and quantitative metrics.
