Ideas & field notes
Notes on strategy, program design, customer experience, and learning. Questions to help you see the work differently and choose a useful next step.
Customer Experience · 6 min read
The customers, families, and donors who leave rarely tell you why. The friction usually shows up long before the exit — and it's almost always fixable if you know where to look.
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Business Model · 7 min read
When the programs multiply faster than the funding, contracts, or paying customers that support them, the fix is rarely another program. It's a clearer decision about what to keep.
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Strategy · 8 min read
Most plans don't fail because they were wrong. They fail because the world moved and the plan didn't. Here's how to tell — and what to do before you start over.
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A dedicated collection on teacher voice, coaching, and professional learning that changes classroom practice.
Use the Customer Experience Blueprint or PL Session Planner to work through a challenge with your team.