Stop Taking Notes for Your Team
Flip who takes meeting notes and watch accountability shift. Most managers own this wrong. Here’s why the employee should be writing, not you.
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Leadership
Support Is Not a Cost Center — But Pretending It Isn’t Gets You Defunded
Support is a cost center—but denying it hurts your credibility. Learn how strong CX leaders position support as a cost lever executives trust
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Your Calendar Is the Problem, Not Your Employee
Most managers blame performance when the real issue is structure. If your employee doesn’t know their priorities today, that’s a calendar problem
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I Went for a Haircut. Got Into a Leadership Conversation
A chance conversation at my barber in Oakville turned into a real talk about managing people. Here’s how it started — and what I told him
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How to Land a CX or Support Leadership Role (From Someone Who’s Hired For Them)
I’ve reviewed hundreds of applications for support and CX leadership roles over the past 15 years. Most of them made the same mistakes. Not because the candidates weren’t qualified — many of them were — but because they were presenting themselves like generic managers instead of CX leaders. They were writing resumes and doing interviews
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What 19 Years of Support Leadership Actually Taught Me
I started writing about customer experience in 2007. I was managing a helpdesk in London, working longer hours than I should have, and trying to make sense of what I was learning on the job. I wrote to think. I published because I figured if I was confused about something, someone else probably was too.
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Beyond Price: Why Customer Value Trumps Cost
Discover why focusing solely on price can be a costly mistake. Explore the fallacy of price and learn how to build a customer-centric business that prioritizes value, customer experience, and long-term loyalty.
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Strategic Job Search Guidance
Navigate the modern job search landscape with our comprehensive guide combining digital strategies and traditional techniques.
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Beyond the Price Tag: Why Discounting Rarely Delivers Long-Term Success
Discover why discounting rarely leads to sustainable business growth. Learn strategic alternatives to price cuts that preserve margins while building customer loyalty. Expert insights on value-based pricing
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