Psychology of Customer Success

Wouldn't it be nice if customers would just do what we tell them to do so they can get what they say they want?

Unfortunately, humans don't work that way.  For better and worse, we're much more complicated. 

Dive into the fascinating fields of behavioral economics, neuroscience, and cognitive behavioral psychology to understand why people do the things they do, what motivates them, and how to use that to create positive outcomes for your customers, your company, and yourself.

BY THE TIME YOU FINISH LISTENING, YOU’LL KNOW: 
Why your customers can't absorb all the information you're giving them
The reason many Founder/CEOs struggle to understand the value of Customer Success. 
How to drive adoption by understanding Dopamine and Habit Formation
OTHER LINKS MENTIONED IN THIS EPISODE: 
Mini Habits - Steven Guise
Atomic Habits - James Clear
The Power of Habit - Charles Duhigg
++++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 ACADEMY 

Applications are currently open for CS leaders looking to level up - but our cohorts fill up fast!

CONNECT WITH RACHEL

Follow at:
 
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WEBSITE
https://provansuccess.com

Failure happens to all of us. 

In this episode, we'll delve into the often-feared concept of failure and discover its hidden potential for growth and learning.

We'll explore the essential role of mindset, how to differentiate between a fixed mindset and a growth mindset, and uncover sneaky signs that a fixed mindset holding you back in both your personal and professional life.

Embrace a fresh perspective on failure, seeing it not as a setback, but as a vital stepping stone to success.

Come learn to approach challenges with curiosity, openness to new experiences, and resilience against setbacks. This episode also highlights the crucial distinction between your self-worth and your failures, empowering you to define your worth independently of your setbacks. By the end, you'll be equipped to view failures as valuable experiments and embrace change as a key driver of growth.

Takeaways for You:

Understand how shifting your view of failure can unlock opportunities for learning and growth.
Learn to identify and overcome your limitations using curiosity.
Recognize the symptoms of a fixed mindset and how they might be impeding your progress.
Discover how to separate your self-worth from your failures, establishing a resilient sense of self.
Transform your approach to challenges, viewing failure as an experimental learning opportunity and change as a catalyst for personal and professional growth.
OTHER LINKS MENTIONED IN THIS EPISODE:
Mindset - Carol Dweck
++++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 ACADEMY 

Applications are currently open for CS leaders looking to level up - but our cohorts fill up fast!

CONNECT WITH RACHEL

Follow at:
 
LinkedIn
YouTube
WEBSITE
https://provansuccess.com

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 outcomes
The difference between being "strategic" and having a clear team charter that executives actually understand
How to translate CS work into executive language that gets you a seat at the leadership table
The 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 recognize
The research methodology mindset that helps you test assumptions and avoid infinite loops
How to stop being the company junk drawer by establishing clear boundaries and focus
Why asking customers directly often beats complex health score algorithms
Stop 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 ACADEMY 

Applications are currently open for CS leaders looking to level up - but our cohorts fill up fast!

CONNECT WITH RACHEL

Follow at:
 
LinkedIn
YouTube
WEBSITE
https://provansuccess.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 interaction
How to use loss aversion to frame renewal conversations more effectively
Simple psychological tricks that can increase perceived value
The 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 ACADEMY 

Applications are currently open for CS leaders looking to level up - but our cohorts fill up fast!

CONNECT WITH RACHEL

Follow at:
 
LinkedIn
YouTube
WEBSITE
https://provansuccess.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 leader

Don'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 ACADEMY 

Applications are currently open for CS leaders looking to level up - but our cohorts fill up fast!

CONNECT WITH RACHEL

Follow at:
 
LinkedIn
YouTube
WEBSITE
https://provansuccess.com