Accountability Starts at the Top: A Reminder of How I Got Here
For those who have recently started following my commentary on Nextdoor, here's a reminder of how this journey began.
I have been suspended from Nextdoor multiple times for different reasons—posting too many items for sale, expressing my opinion on topics, and providing feedback about the platform itself. Each time I appealed, I received vague responses with little transparency about what specifically violated policy or how similar situations would be handled consistently in the future.
As both a user and a shareholder ($NXDR), I decided to take my concerns directly to leadership.
I commented on CEO Nirav Tolia's LinkedIn posts to start a dialogue about the customer experience, moderation consistency, and opportunities for improvement. Rather than engaging, I was blocked.
Roughly a year and a half later, Jacob Chavis, Senior Manager of Customer Insights, also blocked me after I repeatedly requested a discussion around research transparency and accountability.
I don’t think that’s the response I would expect from leaders responsible for customer experience.
What frustrates me most is that I've never pointed out problems.
I've offered solutions.
AI-assisted moderation to improve consistency and response time.
Continuous training and certification for unpaid volunteer moderators.
Quality Assurance models proven in customer service organizations.
Independent QA leadership that could rapidly improve moderation quality.
Consulting assistance based on more than two decades in Learning & Development and operational excellence.
Greater transparency around platform metrics and independent validation of reported performance.
Throughout my career in Learning & Development, I learned one lesson that has stayed with me:
I allow what I allow.
As a shareholder, I'm choosing not to accept avoidable leadership and operational gaps without asking difficult questions.
If you're a user, advertiser, investor, or business partner...
Why remain silent if you believe something can be improved?
During one suspension, I was told that I wasn't going to bring Nextdoor down.
That has never been my objective.
Quite the opposite.
I want Nextdoor to become a company that earns the same level of trust, innovation, and long-term success demonstrated by companies like Amazon, Apple, and Tesla. As a shareholder, why would I want anything less?
I also don't want value destroyed through avoidable mistakes, leadership turnover with generous exit packages, or a future acquisition that rewards executives without first addressing the underlying operational issues.
This morning, I invited leadership to a conversation using my Calendly link so we can find a mutually convenient time.
The invitation remains open.
A friend recently asked me:
"Hasn't someone at the company realized you aren't going away?"
Maybe they have.
Maybe they haven't.
I'll continue asking questions, proposing solutions, and advocating for measurable improvements until I see meaningful change—not just optimistic financial stories, but results supported by transparency, accountability, and independent verification.
Feedbacl isn't opposition.
It's an investment in building something better.
Progressive Snapshot Turned Safe Driving Into a Game… Now Let’s Level It Up! 🚗🎮
About a month ago, I called Progressive because my auto insurance had gone up about $60 a month. The explanation? “Inflation.” I wasn’t exactly thrilled.
I asked if there was any way to lower my premium without reducing my coverage.
The answer from the general customer service line?
“You can take an instructor-led, state-approved, eight-hour defensive driving course for about $125… and maybe your insurance will go down.”
Maybe?
No thanks.
I’ve already sat through a driving class once in my younger years because I was… let’s just say “an enthusiastic driver.” Once was enough.
So I started shopping around.
Then something interesting happened.
Apparently, the AI gods heard my frustration because I received an email from Progressive asking me to call a special number to discuss my policy.
I spoke with a fantastic representative who asked a few smart questions and introduced me to Progressive Snapshot.
Without changing my coverage, he reduced my premium by almost $200 per month.
That’s not Monopoly money.
That’s real movie money.
That’s dinner-out money.
That’s “I don’t feel quite as offended opening my insurance bill” money.
Then the game began…
Snapshot tracks driving habits through my phone and gives you feedback after every trip.
Did I accelerate too aggressively?
Did I brake smoothly?
Did I leave enough following distance?
Was I distracted by my phone?
Every trip gets scored.
Naturally, my Learning & Development brain immediately recognized what Progressive had built.
This isn’t just telematics.
It’s gamification.
I check my score after almost every drive.
Last week I was sitting at 2 Stars during the introductory period.
Today?
3 Stars.
My new goal?
5 Stars.
Progress.
Feedback.
Small wins.
Visible performance metrics.
Those are many of the same ingredients that make great Learning & Development programs successful. When learners can see progress and understand how to improve, engagement increases.
Apparently, the same thing happens with drivers.
But I have one suggestion…
Progressive—and every other insurance company—should consider rewarding the use of turn signals.
Seriously.
I see people driving every make and model imaginable.
Every age.
Every gender.
Every demographic.
One thing they often seem to have in common?
Apparently, they believe turn signals are an optional factory upgrade.
They’re not.
Using a turn signal before changing lanes or making a turn communicates intent to everyone around. If more drivers consistently signaled, I suspect we’d see fewer avoidable crashes and near misses.
I’d genuinely love to read a large, well-designed epidemiological study examining whether consistent turn signal use correlates with reduced collision rates.
(I’m looking in your direction, Nextdoor. Publish the full study if you do one.)
Since Snapshot already uses a smartphone rather than an OBD-II device for many drivers, future technology could recognize turn signal activation alongside other safe driving behaviors.
Imagine earning points for:
Using your turn signal consistently
Smooth lane changes
Safe following distance
Gentle braking
Staying off your phone
Now that’s a leaderboard I’d happily compete on.
Progressive, if you’re looking for ideas on how to gamify turn signal use, I’d be happy to consult.
And finally…
A friendly reminder to everyone:
Don’t forget to check your vehicle’s turn signals.
And while you’re at it…
Top off your blinker fluid.
Three Books Every Leader Should Keep Within Reach
There are three books that I believe every leader, coach, mentor, and Learning & Development professional should have available at a moment’s notice.
📘 Good to Great by Jim Collins taught me that greatness isn’t accidental. It’s built through disciplined people, disciplined thought, and disciplined action. It has been a cornerstone in how I think about leadership and organizational excellence.
📙 The Tipping Point by Malcolm Gladwell changed the way I think about ideas, influence, and how small actions can create extraordinary change. I had the opportunity to hear Malcolm deliver a keynote years ago at what was then ASTD (now ATD), and his insights have stayed with me ever since.
Over the years, I’ve encouraged many of my team members to read both books as part of my coaching and mentoring. They generate great conversations about leadership, culture, and personal growth.
Now, I’m adding a third book to that list.
📕 When Did You Stop Caring? by Natalie Beckerman.
I’m just getting into it, but one thing already stands out: leadership isn’t just about strategy, metrics, or results. It’s about people. It’s about choosing to care, even when it’s difficult. That message resonates deeply with me.
When I have the opportunity to lead, coach, and mentor teams again, I plan to give each leader these three books. And if I can get a signed copy of Natalie’s book, even better.
The best leaders never stop learning.
And they never stop caring.
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.
Subscribe to NielFlamm.com.
I Sent The Email... Then Noticed Something
I replied to what appeared to be a legitimate recruiter email.
At first, everything looked normal.
Then I noticed something.
That observation sent me down a rabbit hole that became much bigger than I expected.
Watch the video and see what happened next.
Catch up on the full story: