Most of the time consistency is good. But there are times when consistency is bad, and one of those situations is your beliefs about your profession. Growth comes from changing your mind, and changing your mind is an inconsistency.

I’ve read a fair amount related to my field over the years, and most of these books — along with practical experience — have changed my understanding of how the world works. Some revisions have been small, some have been large.

I went from thinking NPS seemed like a good idea to it seeming like a bad idea, for example. I went from thinking that loyalty should be the primary focus of CX activities to disagreeing with that premise. I went from thinking of business as a kind of science, to thinking of it more as a numbers game. I could go on...

And yet, many are remarkably resistant to changing their mind. Some people even say to me “Well in your first book you wrote A and now you’re saying B!” Yes, if I hadn’t changed my mind about a few things between the age of 28 and 38 that would be a worry.

My question for you then: when it comes to your work, what have you changed your mind about in the last few years? Hopefully some things you'll share so I can question my own beliefs a little more!

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