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How Campaign Monitor built their support team without heroes
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Transcript of How Campaign Monitor built their support team without heroes
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HEROES
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@MrPatto#HeroesEnd
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2007
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2014
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94.6%10, 000+ ratings
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AGE OF HEROES?Are you living in the
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HIT THE GROUND
RUNNING
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livingthe
dream
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let go?do you need to
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THIS IS A METAPHOR
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MOVE UPSTREAM
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tweaking pricing pages,changing contact forms,explaining product changes, sharing hidden knowledge, expanding help documents, prioritising feedback
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multiplyingI got skills, they’re
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RUMSFELD EFFECT the
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ENGAGE
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SUCCESS?what is
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SUCCEEDhow to
What can be measured?What are our attitudes?How do we work with other teams? How do we contribute to our team?
How do i know if i’m doing a good job?
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UNCOOL
COOL Digger that breaks things Dinosaur man Witchetty Grub Hunter Garbage Truck Driver
Customer Service Agent
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HEROCustomer
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CHAMPIONticket
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MAGICIANwow
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WHISPERERemail
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DISTRIBUTORhappiness
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enhancerDopamine
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KRYPTONITE
CUBICLES
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WONDERFULnot so
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Power tools Status app Yoda Cringe list Kill that question 2nd level support Checklists Training courses DQ time Suggestion TrackerChrome extension
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we don’t need
HEROanother
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TrackyDacks.com/heroes
@mrpatto