You agree to the terms of service below, and the Terms of Use for Substack, the technology provider.
Terms of Service
AI, Not KPI
Operated by Be Customer Led, LLC
Effective Date: [Insert Date]
Welcome to AI, Not KPI, a newsletter, publication, and related content offering operated by Be Customer Led, LLC (“Be Customer Led,” “we,” “us,” or “our”).
These Terms of Service explain the rules for accessing and using AI, Not KPI, including free newsletter content, paid newsletter content, downloadable tools, frameworks, templates, scorecards, guides, workshops, and any related materials we provide.
By subscribing, reading, purchasing, downloading, or otherwise using AI, Not KPI, you agree to these Terms. If you do not agree, do not use the newsletter, paid content, or related materials.
1. What AI, Not KPI Provides
AI, Not KPI is designed for customer experience, employee experience, analytics, digital, operations, and business leaders who are moving beyond survey-only feedback programs toward more automated, AI-forward, and action-oriented ways of understanding customers, employees, and business performance.
The newsletter and related materials may include educational articles, frameworks and templates, scorecards and maturity models, practical guides, commentary, paid downloadable assets, recommendations, examples, and implementation steps.
The content is intended to help leaders think clearly, act faster, and make better business decisions. It is not legal, financial, accounting, investment, employment, compliance, or professional services advice.
2. No Guarantee of Business Results
The ideas, tools, and frameworks in AI, Not KPI are designed to help you improve how your organization works. But your results depend on your business model, data quality, leadership choices, technology environment, operating discipline, team capability, and willingness to actually do the work.
We do not guarantee specific outcomes, including revenue growth, cost reduction, customer retention, employee engagement improvement, technology performance, AI accuracy, operational efficiency, or any other business result.
Use the content as a thinking and execution aid. Do not treat it as a magic wand.
3. Subscriptions and Paid Content
AI, Not KPI may include both free and paid content.
Free subscribers may receive selected articles, previews, announcements, or other content.
Paid subscribers may receive access to additional materials, including premium posts, downloadable assets, templates, scorecards, guides, frameworks, and other paid resources.
Access to paid content may be managed through Substack or another third-party platform. Your use of those platforms may also be governed by their own terms, policies, payment rules, and privacy practices.
4. Payments, Billing, and Renewals
If you purchase a paid subscription or paid asset, you agree to pay the listed price at the time of purchase.
Payments may be processed by third-party providers such as Substack, Stripe, or other payment partners. We do not directly store your full credit card number or full payment credentials.
Subscription fees may renew automatically unless you cancel before the renewal date. You are responsible for managing your subscription through the platform where you purchased it.
Prices may change over time. Any price changes will apply according to the rules of the platform where the subscription or purchase is managed.
5. Refunds
Unless otherwise stated at the time of purchase, paid subscriptions and digital products are generally non-refundable.
That said, we are not trying to trap anyone. If something went wrong with your purchase, your access, or a duplicate charge, contact us at info@becustomerled.com and we will review it in good faith.
We reserve the right to decide whether a refund, credit, or other remedy is appropriate.
6. Digital Products and Downloadable Assets
Paid downloadable assets may include maturity curves, scorecards, templates, PowerPoint files, Word documents, Excel workbooks, Google Sheets, Google Docs, Google Slides, guides, and other business tools.
These materials are provided for your internal business use only.
You may use them inside your organization to assess, plan, discuss, and improve your customer and employee practices.
You may not resell, redistribute, publicly post, repackage, license, claim ownership of, or use the materials to create a competing product, newsletter, course, consulting offer, software product, or training program without written permission from Be Customer Led, LLC.
Plain English version: use the tools to do better work. Do not copy them and pretend they are yours to make money from them.
7. Intellectual Property
All content in AI, Not KPI is owned by Be Customer Led, LLC or its licensors unless otherwise stated.
This includes articles, frameworks, models, templates, scorecards, graphics, text, naming, structure, concepts, downloadable assets, and other materials.
You are granted a limited, personal, non-exclusive, non-transferable license to access and use the content for your own internal business or professional purposes.
You do not receive ownership rights in the content.
You may quote short excerpts from free public content with proper attribution to AI, Not KPI and Be Customer Led, LLC. You may not copy or republish full articles, paid content, or downloadable assets without written permission.
8. Acceptable Use
You agree not to use AI, Not KPI or any related materials in a way that:
Violates any law or regulation
Infringes our intellectual property rights or the rights of others
Attempts to copy, scrape, reproduce, or redistribute paid content
Uses our materials to train, build, or improve a competing product or service without permission
Misrepresents our content as your own
Interferes with the operation of the newsletter, website, platform, or related services
Attempts to gain unauthorized access to paid content or subscriber-only materials
Harasses, abuses, threatens, or harms others
We reserve the right to suspend or terminate access if we believe these Terms have been violated.
9. Third-Party Platforms and Links
AI, Not KPI may be published, distributed, sold, or promoted through third-party platforms such as Substack, LinkedIn, Stripe, email service providers, website tools, analytics tools, or other services.
We may also link to third-party websites, articles, products, tools, reports, or services.
We do not control third-party platforms or websites, and we are not responsible for their content, practices, security, availability, policies, or performance.
Your relationship with any third-party platform is governed by that platform’s own terms and policies.
10. Comments, Replies, and Community Features
If AI, Not KPI includes comments, replies, discussion threads, community features, or reader submissions, you are responsible for what you post.
By submitting comments, feedback, ideas, or other content, you give us permission to view, moderate, respond to, and, where appropriate, reference or use that content in connection with AI, Not KPI.
We may remove comments or block users if we believe content is abusive, spammy, misleading, unlawful, off-topic, or harmful to the quality of the community.
Keep it useful. Smart disagreement is welcome. Bad-faith nonsense is not.
11. AI-Related Content
AI, Not KPI discusses artificial intelligence, automation, analytics, customer data, employee data, and related business practices.
The content is educational and practical, but AI-related tools and laws are changing quickly. You are responsible for evaluating whether any idea, recommendation, workflow, tool, vendor, or operating model is appropriate for your organization, risk tolerance, industry, legal obligations, and internal governance requirements.
Before using AI with customer, employee, financial, health, regulated, confidential, or sensitive data, consult the right legal, compliance, technology, security, and privacy professionals inside your organization.
12. No Professional Services Relationship
Your use of AI, Not KPI does not create a consulting, advisory, fiduciary, attorney-client, accountant-client, or other professional services relationship with Be Customer Led, LLC.
If you engage Be Customer Led, LLC separately for consulting, advisory, speaking, workshops, or other services, that relationship will be governed by a separate written agreement.
13. Availability and Changes
We may change, pause, discontinue, or limit access to any part of AI, Not KPI at any time.
We may also update these Terms from time to time. When we do, we will update the effective date above.
Your continued use of AI, Not KPI after changes are posted means you accept the updated Terms.
14. Termination
We may suspend or terminate your access to paid or free content if you violate these Terms, misuse the materials, fail to pay applicable fees, abuse platform features, or act in a way that harms Be Customer Led, LLC, the publication, or other readers.
You may cancel your subscription at any time through the platform where you subscribed.
15. Disclaimer of Warranties
AI, Not KPI and all related content, tools, frameworks, templates, and materials are provided “as is” and “as available.”
We make no warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, accuracy, availability, non-infringement, or that the content will meet your specific needs.
We do our best to provide useful, thoughtful, and practical material. But business is messy. Data is messy. Organizations are really messy.
Use judgment.
16. Limitation of Liability
To the fullest extent allowed by law, Be Customer Led, LLC will not be liable for any indirect, incidental, special, consequential, punitive, or exemplary damages arising out of or related to your use of AI, Not KPI or any related materials.
This includes lost profits, lost revenue, lost data, business interruption, technology issues, reputational harm, or decisions made based on the content.
To the fullest extent allowed by law, our total liability for any claim related to AI, Not KPI will not exceed the amount you paid to Be Customer Led, LLC for the relevant subscription or digital product during the three months before the claim arose.
17. Indemnification
You agree to defend, indemnify, and hold harmless Be Customer Led, LLC from claims, damages, liabilities, losses, costs, and expenses arising from your misuse of AI, Not KPI, your violation of these Terms, your violation of applicable law, or your infringement of someone else’s rights.
18. Governing Law
These Terms are governed by the laws of the Commonwealth of Virginia, without regard to conflict of law principles.
Any disputes will be handled in the state or federal courts located in Fairfax, VA, unless applicable law requires otherwise.
19. Contact
Questions about these Terms can be sent to:
Be Customer Led, LLC
Email: info@becustomerled.com