Psychology of Customer Success

Tired of being treated like the company's junk drawer? Frustrated that executives don't see the strategic value of your CS team? Struggling to get buy-in for the resources and respect you deserve? Rob Zambito, founder of Success Scaled Consulting and three-time VP of Customer Success, joins us to reveal how behavioral psychology transforms CS teams from reactive everything departments into proactive revenue-generating engines. With his unique background in consumer psychology and behavioral economics, Rob shares the secrets to what separates successful CS leaders from those stuck on every QBR.BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER: Why customer decisions are driven by cognitive biases (not logic) and how to leverage this for better outcomesThe difference between being "strategic" and having a clear team charter that executives actually understandHow to translate CS work into executive language that gets you a seat at the leadership tableThe forecasting approach that proves CS is a revenue function, not just a "happiness department.Why CS teams need different personas and the 5 key types every CS leader should recognizeThe research methodology mindset that helps you test assumptions and avoid infinite loopsHow to stop being the company junk drawer by establishing clear boundaries and focusWhy asking customers directly often beats complex health score algorithmsStop letting your team be everyone's dumping ground and start getting the executive respect you've been fighting for.++++ATTENTION++++Ready to stop figuring out CS leadership the hard way? Get the CS frameworks, leadership techniques and psychology hacks you need to be seen as a strategic leader - and get promoted fast with:The CS Leadership AcademyApplications are currently open for CS leaders looking to level up - but our cohorts fill up fast! CONNECT WITH RACHELFollow at: LinkedInTikTokInstagramYouTube WEBSITE https://provansuccess.com🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com

Have you ever wondered why your customers say they want a result - and then don’t do ANY of the things you tell them to?No, it’s not that they’re lazy or bad-fit customers…You're just not speaking to the way human brains actually work!Join Rachel ProvanJoin Rachel Provan to learn the secrets of how people really make decisions, and how you can use this knowledge to help your customers succeed with your product.BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:Why humans don't operate logically (and what that means for getting buy-in)The one question that transforms every customer interactionHow to use loss aversion to frame renewal conversations more effectivelySimple psychological tricks that can increase perceived valueThe ethical difference between influence and manipulation Stop wasting time with logical tactics that don’t work. Learn how to talk to customers in ways that make them take action and get the results they came for.++++ATTENTION++++Ready to stop figuring out CS leadership the hard way? Get the CS frameworks, leadership techniques and psychology hacks you need to be seen as a strategic leader - and get promoted fast with:The CS Leadership AcademyApplications are currently open for CS leaders looking to level up - but our cohorts fill up fast! CONNECT WITH RACHELFollow at: LinkedInTikTokInstagramYouTube WEBSITE https://provansuccess.com🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com

Just got that big promotion and now you're leading your former peers? Feeling overwhelmed by the sudden shift in responsibilities and relationships? It's time to equip yourself with the leadership skills you need to excel in your new role!In this episode, we break down the crucial lessons every new leader needs to learn when transitioning from peer to manager. Drawing from real-world experiences and psychological insights, we'll guide you through the dos and don'ts of this challenging career move.BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:- The critical difference between being a top performer and being an effective leader- How to establish your authority without alienating your team- The art of delegation and why it's essential for your success (and sanity)- Strategies for handling difficult conversations and giving constructive feedback to former peers- The importance of building alliances with other managers and departments- Why playing to your team members' strengths is key to overall success- How to balance nurturing your team with meeting company objectives- The power of admitting mistakes and showing vulnerability as a leaderDon't stumble through your first leadership role - arm yourself with the knowledge and strategies you need to become the leader your team deserves. Tune in and take the first step towards leadership excellence!++++ATTENTION++++Ready to stop figuring out CS leadership the hard way? Get the CS frameworks, leadership techniques and psychology hacks you need to be seen as a strategic leader - and get promoted fast with:The CS Leadership AcademyApplications are currently open for CS leaders looking to level up - but our cohorts fill up fast! CONNECT WITH RACHELFollow at: LinkedInTikTokInstagramYouTube WEBSITE https://provansuccess.com🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com

Have you ever struggled to get customers to see things your way, even when you know you're right?The problem might be that you're up against some powerful cognitive biases that impact how people process information and make decisions.In this eye-opening episode, Rachel chats with Dan Smaida, author of "The Psychology of Advice" and an expert in using behavioral science to drive better communication and influence.BY THE TIME YOU'LL FINISH LISTENING, YOU'LL DISCOVER:The key cognitive biases that undermine your ability to sell and how to counteract themWhy asking the right questions at the right time is so much more powerful than just telling people what to doThe 3-step "consultative sequence" that builds trust and gets customers invested in your advicePractical tips for proving the value of customer success to skeptical executivesDon't let cognitive biases sabotage your efforts to help customers. Tune in to learn how to leverage the science of influence for powerful results.*********This episode was sponsored by Vitally.io********* 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com ++++ATTENTION++++Ready to stop figuring out CS leadership the hard way? Get the CS frameworks, leadership techniques and psychology hacks you need to be seen as a strategic leader - and get promoted fast with:The CS Leadership AcademyApplications are currently open for CS leaders looking to level up - but our cohorts fill up fast! CONNECT WITH RACHELFollow at: LinkedInTikTokInstagramYouTube WEBSITE https://provansuccess.com🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com

Are you starting a new CS leadership role and feeling overwhelmed?Do you want to make a great first impression but don't know where to start?Jump into this episode to discover a step-by-step guide for onboarding yourself in a new CS Leadership role. Learn how to prioritize tasks, build relationships, and how to set yourself up for long-term success while scoring some quick wins.BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:The critical actions to take before your first day to start strongHow to structure your first week for maximum impact and relationship-buildingThe key data points and metrics you need to master in your first monthStrategies for effective communication with your team and cross-functional partnersHow to identify and execute quick wins without sacrificing long-term strategyThe art of creating and presenting a compelling 30-day insights reportWhy reflection and flexibility are crucial to your onboarding successDon't leave your success to chance. Tune in to learn how to take control of your onboarding process and set the stage for a thriving career at your new Company!DOWNLOAD THE CHECKLIST HERE*********This episode was sponsored by Vitally.io*********  🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com ++++ATTENTION++++Ready to stop figuring out CS leadership the hard way? Get the CS frameworks, leadership techniques and psychology hacks you need to be seen as a strategic leader - and get promoted fast with:The CS Leadership AcademyApplications are currently open for CS leaders looking to level up - but our cohorts fill up fast! CONNECT WITH RACHELFollow at: LinkedInTikTokInstagramYouTube WEBSITE https://provansuccess.com🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com