A Beginner's Life

    • Hand Hold vs. Empower

    • Even as most customers transition to wanting more self-service support, we have to address those that demand hand holding.

    • 5 min read
    • Court Vision Required

    • What makes someone on our small team succeed? It's a combination of ownership, and the drive/ability to see into the future. I like to call it court vision.

    • 4 min read
    • The Player Coach Transition

    • As part of scaling our Customer Happiness team, my role has been shifting. This post explores those changes, the psychological changes, and how others can take advantage of this position.

    • 4 min read