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Forget the glossy strategy deck. We’re digging into the real drivers of customer experience: the values people use to decide, the culture that shows up in daily behavior, and the incentives that shape how work actually gets done. With coach and consultant Conor Pendergrast, we unpack why a perfect plan won’t move the needle without the conditions that make good choices easy under pressure.

We start by drawing a clean line between objectives, strategy, and tactics—then flip the frame. Support is operational, reactive, and fluid, so the experience your customers feel depends less on long-range roadmaps and more on what your team is empowered to do in the moment. We explore how a tight set of actionable values can guide judgment when process hits the edge cases, why culture is simply the sum of visible behaviors, and how to spot “painted-on” culture that reads great but conflicts with what the metrics reward.

Then we get practical. We talk incentives that matter—protected time for knowledge creation, loops from customer pain to product fixes, KPIs that don’t punish improvement work, and recognition that matches how individuals like to be celebrated. We cover Goodhart’s law, double-loop thinking, and the operational rituals that keep teams learning: documenting confusing flows, aligning processes to ownership, and building capacity for continuous improvement. Expect candid examples, clear language, and tools you can use to align values, culture, and incentives so strategy becomes the way your team works, not a slide you forget by July.

If you want support that scales quality—fewer handoffs, clearer answers, and issues that don’t boomerang—start here. Subscribe, share with a fellow support leader, and leave a review to tell us which behavior you’ll reward first.