Leadership Is More Than Looking Back
I came across a recent post on X from Nextdoor CEO Nirav Tolia reflecting on the challenges of returning to lead a company he founded. My reaction? It reads more as frustration than inspiration.
Running a public company is difficult, and every CEO faces pressure. But leadership is about setting the tone for employees, shareholders, customers, and the broader community. Looking backward can be part of the journey, but people also want to hear a vision for moving forward.
I've also seen current and former employees post online about what they describe as a difficult workplace culture. Those are their opinions and experiences, not mine, but they reinforce the importance of leadership messaging.
In a previous blog, I also commented on a March 3, 2026 X post that began with the phrase, "I'll be honest…" I believe communicators should avoid that expression because it can unintentionally invite readers to question whether previous statements were equally candid.
Which brings me to another question: Does Nextdoor have a public relations strategy that helps shape these messages? The company has a Media Relations team, but strong executive communications require more than media outreach.
If you need additional communications expertise, firms like JMac PR, led by John McCartney and known for technology and media campaigns, can provide strategic messaging support to help organizations better connect with stakeholders.
Leadership isn't just about what you say—it's about the confidence and clarity people take away after hearing it.
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Empathy or Automation? The $1,000,000 Nextdoor Question
I recently received what appears to be a familiar, canned response from Nextdoor Support after posting on X. The message said they were sorry to hear about my issue and wanted to investigate, asking me to send my email address so someone from the Support Team could reach out directly.
So I replied.
I explained that I no longer have an account, but I have an unanswered question regarding Nextdoor's Terms and Conditions, and I invited them to contact me by email.
Now comes the $1,000,000 question:
Will someone actually follow through?
It's easy to express empathy with a template. It's much harder to demonstrate it through action. The appearance of caring and actually caring are two very different things.
That reminds me of Natalie Beckerman's new book, When Did You Stop Caring?, now available June 23, 2026, through Amazon and Barnes & Noble. I'm also looking forward to her presentation at Customer Contact Week (CCW) in Las Vegas, June 22–25, 2026, where I hope the conference delivers an enormous conversation around empathy, leadership, and customer experience.
The title makes me wonder:
When did Nextdoor stop caring enough to see conversations through to completion?
I'll gladly update everyone if an email arrives.
Customer Contact Week, Nextdoor, and an Invitation to Talk
I'm putting the finishing touches on an updated video about Customer Contact Week in Las Vegas and why I believe it could be the perfect place for meaningful conversations about improving the Nextdoor experience.
Could AI help strengthen communities while creating a better experience for neighbors and advertisers alike?
Watch the video and let me know what you think.
Heading To Customer Contact Week Las Vegas 2026
I'm excited to share that I'll be attending Customer Contact Week (CCW) in Las Vegas from June 22-25, 2026.
For those of us who have spent our careers in Customer Experience, Contact Centers, Learning & Development, Workforce Management, Operations, Quality, Technology, and BPO leadership, CCW remains one of the most valuable events in the industry.
This year's event brings together leaders focused on AI, automation, digital transformation, customer experience innovation, workforce engagement, operational excellence, and the future of customer care. It is one of the few conferences where executives, practitioners, technology providers, and operations leaders are all having the same conversations in the same place.
One of the moments I'm most looking forward to is reconnecting with Natalie Beckerman, EVP & Chief Business Officer at iQor and a member of the CCW Advisory Board. Natalie has been an incredible friend and mentor who helped shape my career and offered support during one of the most challenging health setbacks of my life.
I'm especially excited to hear Natalie speak about her upcoming book, When Did You Stop Caring?, where she challenges leaders to think differently about empathy, accountability, culture, and the human side of customer care.
Pre-order your copy here:
https://a.co/d/0dHRj6KZ
If you're in the customer contact industry and have never attended CCW, I encourage you to consider making the investment regardless of your role.
Why?
✅ Learn what is actually working in AI and automation
✅ Network with leaders facing the same challenges you are
✅ Discover emerging technology before it becomes mainstream
✅ Gain practical ideas you can implement immediately
✅ Build relationships that often become career-changing opportunities
I've attended enough conferences throughout my career to know that sometimes the best idea, partnership, mentor, or future opportunity comes from a conversation in a hallway rather than a presentation on a stage.
If you'll be attending CCW Las Vegas, let me know. I'd love to connect.
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