The Customer UnSuccess Podcast

A few useful concepts (anti-goals framing, the structured prioritization interview test, the EBR knowledge tell) but heavily diluted by generic career advice, agreement filler, and small talk about Christmas sweaters and LinkedIn Lunatics.

“maybe starting out with writing out things that you absolutely do not want”

“I give a list of five things and I want them to prioritize it”

The anti-goals concept and the deliberately-ambiguous interview exercise are reasonably fresh, but much of the episode recycles common career advice ('know thyself,' 'do your research,' 'use ChatGPT') without contrarian or first-principles thinking.

“it's easier for folks to think in anti-coals”

“be willing to take a step back in title if everything else matches up”

Genuinely senior and relevant practitioner: a Chief Customer Officer with 20+ years spanning a $40B+ regulated enterprise and multiple tech startups, giving her credible perspective on both worlds.

“I'm joined by Miranda Dekonsky. She's the chief customer officer at FEXA”

“at a company that was a very large $40 plus billion dollar a year company. I spent nine years there managing a portfolio of accounts”

Some concrete texture - named enterprise logos, a detailed walk-through of two contrasting candidate responses, the seven-day EBR trap - but the bulk is hypothetical scenarios rather than real outcomes, dollar figures, or measurable results.

“just GM, Toyota, AstraZeneca, Bosch, Ford”

“you have a EBR that is due in seven days, and you have uh 10 Zendesk tickets”

The host asks relevant follow-ups and steers the conversation, but defaults to constant agreement ('100%', 'I love it') and never challenges or pressure-tests any claim, including the contrarian title-downgrade advice.

“100%. Yeah, I love it”

“No, it's too, it's super interesting”