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      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Building a customer centric service model: A case study - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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    <loc>https://www.supportdrivengrowthcoach.com/content-gallery/2022/3/20/actioning-customer-feedback</loc>
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    <lastmod>2022-03-20</lastmod>
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      <image:title>Content Gallery - Actioning Customer Feedback - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
    </image:image>
    <image:image>
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      <image:title>Content Gallery - Actioning Customer Feedback - Bug Template</image:title>
      <image:caption>Expected behavior: This should be a description of how something is expected to operate. Actual behavior: This should be a description of what happens outside of those expectations. Steps to reproduce: What steps in the product (or outside of the product, if specific to a certain browser or third party tool) result in the deviance from expectations. Important to note: Unless the bug is related to security, or for some other reason is merited a high severity or high priority issue, it should not be passed to the engineering team until it’s consistently reproducible. Severity: How bad is it? If it’s a security vulnerability, for example, this would be high. Likelihood: How widespread is the bug? Is this affecting a single customer or all accounts? If the bug is very easily reproducible in a common action for customers, this may be a high likelihood even if only one report has come in. Priority: Priority is determined by Severity and Likelihood. If it’s a high severity and likelihood, that’s a P1 - the highest priority.</image:caption>
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      <image:title>Content Gallery - Actioning Customer Feedback - Make it stand out</image:title>
      <image:caption>In the JIRA bug template to alert emergency issues</image:caption>
    </image:image>
    <image:image>
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      <image:title>Content Gallery - Actioning Customer Feedback - Make it stand out</image:title>
      <image:caption>Link to template for product launch plan</image:caption>
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    <image:image>
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      <image:title>Content Gallery - Actioning Customer Feedback - Story Template</image:title>
      <image:caption>Description: What is the TL:DR of the need. This should be described as “as a [name of user persona] I would like to [general need] - or something like that. Problem: What is the exact problem to solve, or pain point the customer is getting into. Possible Solution: A possible way to solve this problem. Going back to our machete situation, this doesn't have to be what the customer suggested, but it can be. Impact: This harkens to the customer segments, high velocity and high value. Is it from a high value customer or a critical mass of high velocity customers? Then it's a high impact. Revenue value: Is this something that could win new customers and market share, or something that only comes up post sale? If post-sale, is the pain bad enough it could result in churn? Customer value: Maybe it's not going to win or solve churn risk, but maybe it will make lots of customers happy which increases product stickiness, and therefore could buy you some time when the churn-worthy problems come up.</image:caption>
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      <image:title>Content Gallery - Actioning Customer Feedback - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
    </image:image>
    <image:image>
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      <image:title>Content Gallery - Actioning Customer Feedback - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
    </image:image>
    <image:image>
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      <image:title>Content Gallery - Actioning Customer Feedback - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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      <image:title>Content Gallery - Actioning Customer Feedback - Make it stand out</image:title>
      <image:caption>Incident response slack channel</image:caption>
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      <image:title>Content Gallery - Actioning Customer Feedback - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
    </image:image>
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      <image:title>Content Gallery - Actioning Customer Feedback - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
    </image:image>
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      <image:title>Content Gallery - Actioning Customer Feedback - Make it stand out</image:title>
      <image:caption>Follow https://www.linkedin.com/in/robertvalle/</image:caption>
    </image:image>
    <image:image>
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      <image:title>Content Gallery - Actioning Customer Feedback - Make it stand out</image:title>
      <image:caption>Whatever it is, the way you tell your story online can make all the difference.</image:caption>
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    <loc>https://www.supportdrivengrowthcoach.com/content-gallery/2020/5/9/reporting-on-support-driven-growth</loc>
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    <priority>0.5</priority>
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      <image:title>Content Gallery - Reporting on Support Driven Growth</image:title>
      <image:caption>Self-serve revenue vs. Support Engaged revenue at Help Scout over time.</image:caption>
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    <loc>https://www.supportdrivengrowthcoach.com/content-gallery/2020/5/2/volume-cost-and-touch-two-models-for-servicing-customers-and-the-grey-area-in-between</loc>
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    <lastmod>2020-05-03</lastmod>
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      <image:title>Content Gallery - Volume, cost, and touch: two models for servicing customers (and the grey area in between)</image:title>
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    <image:image>
      <image:loc>https://images.squarespace-cdn.com/content/v1/5a3833e97131a5daca328142/1588476269148-990CMU4Z2V6OXRB7W17O/Screen+Shot+2020-05-02+at+8.24.18+PM.png</image:loc>
      <image:title>Content Gallery - Volume, cost, and touch: two models for servicing customers (and the grey area in between)</image:title>
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    <image:image>
      <image:loc>https://images.squarespace-cdn.com/content/v1/5a3833e97131a5daca328142/1588537436946-WFJBGCD5V1FZ6ERZBXUZ/image-asset.png</image:loc>
      <image:title>Content Gallery - Volume, cost, and touch: two models for servicing customers (and the grey area in between)</image:title>
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    <loc>https://www.supportdrivengrowthcoach.com/content-gallery/2020/4/26/replying-with-a-growth-mindset</loc>
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    <lastmod>2020-05-03</lastmod>
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      <image:title>Content Gallery - Replying to customer support interactions to drive growth</image:title>
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    <image:image>
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      <image:title>Content Gallery - Replying to customer support interactions to drive growth</image:title>
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    <image:image>
      <image:loc>https://images.squarespace-cdn.com/content/v1/5a3833e97131a5daca328142/1587939827666-ZA9WBM6BVCUXQ6VSKWI7/Screen+Shot+2020-04-26+at+3.20.48+PM.png</image:loc>
      <image:title>Content Gallery - Replying to customer support interactions to drive growth</image:title>
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    <image:image>
      <image:loc>https://images.squarespace-cdn.com/content/v1/5a3833e97131a5daca328142/1587939855706-3I81FSV76MKII8438P97/Screen+Shot+2020-04-26+at+3.21.04+PM.png</image:loc>
      <image:title>Content Gallery - Replying to customer support interactions to drive growth</image:title>
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    <lastmod>2020-05-03</lastmod>
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      <image:title>Content Gallery - Crafting customer journeys</image:title>
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    <image:image>
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      <image:title>Content Gallery - Crafting customer journeys</image:title>
      <image:caption>For space, this diagram only shows the first steps and actions of each tree on the customer journey to illustrate the concept, not the finished product.</image:caption>
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    <lastmod>2025-05-12</lastmod>
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      <image:title>Home</image:title>
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      <image:loc>https://images.squarespace-cdn.com/content/v1/5a3833e97131a5daca328142/1587238574288-LVGXQW6AMN9Z612OA1NP/image-asset.jpeg</image:loc>
      <image:title>Home</image:title>
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    <lastmod>2020-04-19</lastmod>
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      <image:title>Team Building - Startup</image:title>
      <image:caption>Everything you need to set your team’s foundations</image:caption>
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    <image:image>
      <image:loc>https://images.squarespace-cdn.com/content/v1/5a3833e97131a5daca328142/1587327390549-T74EPTWI210FT7YS07TL/Midmarket.jpg</image:loc>
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      <image:caption>Leading larger teams through substantial change</image:caption>
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    <image:image>
      <image:loc>https://images.squarespace-cdn.com/content/v1/5a3833e97131a5daca328142/1587326238538-AQCBDYE5BBOPRY5MQM60/SMB%2Bpackage.jpg</image:loc>
      <image:title>Team Building - SMBs</image:title>
      <image:caption>Everything in Startup plus transitioning your team</image:caption>
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    <lastmod>2020-04-19</lastmod>
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