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Leadership

Illustration of a conversation between a barber and a client in a barbershop, representing informal discussions about leadership and managing people.

The Talk You’re Avoiding Is Getting Expensive

Leadership

The Talk You’re Avoiding Is Getting Expensive Read More »

Illustration of a conversation between a barber and a client in a barbershop, representing informal discussions about leadership and managing people.

Four Problems. One Root Cause.

Leadership

Four Problems. One Root Cause. Read More »

Illustration of a conversation between a barber and a client in a barbershop, representing informal discussions about leadership and managing people.

Stop Taking Notes for Your Team

Leadership

Stop Taking Notes for Your Team Read More »

Support as a business cost lever balancing operational risk and efficiency

Support Is Not a Cost Center — But Pretending It Isn’t Gets You Defunded

Business Planning, Leadership

Support Is Not a Cost Center — But Pretending It Isn’t Gets You Defunded Read More »

Illustration of a conversation between a barber and a client in a barbershop, representing informal discussions about leadership and managing people.

Your Calendar Is the Problem, Not Your Employee

Leadership

Your Calendar Is the Problem, Not Your Employee Read More »

Illustration of a conversation between a barber and a client in a barbershop, representing informal discussions about leadership and managing people.

I Went for a Haircut. Got Into a Leadership Conversation

Leadership

I Went for a Haircut. Got Into a Leadership Conversation Read More »

Illustrated business scene showing a professional presentation with charts, resumes, and growth metrics under the headline “How to Land a CX or Support Leadership Role.”

How to Land a CX or Support Leadership Role (From Someone Who’s Hired For Them)

Leadership

How to Land a CX or Support Leadership Role (From Someone Who’s Hired For Them) Read More »

Wisdom distilled: Reflecting on nearly two decades of evolving customer experience leadership

What 19 Years of Support Leadership Actually Taught Me

Leadership

What 19 Years of Support Leadership Actually Taught Me Read More »

Discounting

Beyond the Price Tag: Why Discounting Rarely Delivers Long-Term Success

Leadership

Beyond the Price Tag: Why Discounting Rarely Delivers Long-Term Success Read More »

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