-
The Satisfaction Trap: When High CSAT Means You’re Failing
/
Read More →: The Satisfaction Trap: When High CSAT Means You’re FailingWhen High CSAT Means You’re Failing There’s a dashboard somewhere right now showing a perfect row of green numbers. CSAT scores trending upward. Targets exceeded. Leadership pleased. Someone’s probably getting a bonus based on those numbers. And the customers? They’re quietly leaving. I’ve seen this pattern enough times now that it’s stopped surprising me. A…
-
The Metrics That Made You Disappear
/
Read More →: The Metrics That Made You DisappearThere’s a peculiar kind of loss that comes with leadership in technical fields, and it’s one nobody warns you about. It’s not dramatic. There’s no goodbye party or farewell email. Instead, it’s gradual—like watching your reflection fade from a photograph.
-
Ships are Safe in Harbour, But That’s Not What They’re Built For
/
Read More →: Ships are Safe in Harbour, But That’s Not What They’re Built ForThere’s something particularly challenging about leaving our comfort zones, especially in the technical world. We spend years building expertise, learning languages, mastering systems, and becoming the go-to person for thorny technical problems. It’s rather like building a cosy harbour – protected, predictable, and safe. But leadership beckons like the open sea, full of possibility and,…