[jonnytran]

Yes, absolutely! Doing customer service is a great idea. Many problems (esp. usability) stem from the fact that the people making the product don't empathize with the people using the product. It's just like when developers eat their own dog food, the software almost always ends up being significantly better.

I actually have asked multiple times to work in different departments at my day job to get a better sense of how users use the stuff I'm making. I feel it's necessary to do my job well. _Necessary._ But the culture just isn't open to that I guess. Short of quitting, I don't see it ever actually happening.

I completely agree with you about compensation. At a big company, the bonus I get has no correspondence to what I actually do. I wonder if it would work out better if profits were broken down by product, for example. Then, if you worked on a given product, you get a cut of the profit for that product. At least then, the profit from big hit products wouldn't be split among everyone in the company.