Tag: leadership
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The Satisfaction Trap: When High CSAT Means You’re Failing
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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…
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The Metrics That Made You Disappear
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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.
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The Leadership Shadow: How Your Communication Style Shapes Customer Success
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Read More →: The Leadership Shadow: How Your Communication Style Shapes Customer SuccessIn the realm of Customer Success Engineering, our influence extends far beyond direct interactions with our teams. Like a shadow cast by the morning sun, our communication style, emotional responses, and leadership approach create lasting impressions that shape how our teams engage with customers. Understanding the Leadership Shadow The concept of a leadership shadow encompasses…