The Read

You cannot build a great customer experience on a poor employee experience. Why customer service is a management discipline, not a frontline function.

Customer support is where the truth of your organisation shows up. Twelve principles for building a support function that genuinely serves customers — not one that protects management.

Commercial awareness is not just reading a P&L. It is five habits that determine whether ideas survive contact with reality — and why so few people actually have them.

No matter your role or industry, you are in customer service. Every decision made inside an organisation eventually becomes visible to a customer. This essay explores the eight places service is actually shaped.