Psychology of Customer Success – Details, episodes & analysis

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!

🎬 This content was edited by Lifetime Value Media.

Learn more at: https://www.lifetimevaluemedia.com

++++ATTENTION++++

🧑🏻‍🎓 The CS Leadership Academy is opening back up July 15!

Ready to stop figuring out CS leadership the hard way?

The Customer Success Leadership Academy VIP Notification List gets you early bird pricing (that's $250 off!) plus first access when enrollment opens.

No obligation to join! But you'll want that discount when you see what's inside...

🎉 Add me to the VIP list 🎉

CONNECT WITH RACHEL

Follow at:

LinkedIn
TikTok
Instagram
YouTube

WEBSITE

https://provansuccess.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 them
• Why asking the right questions at the right time is so much more powerful than just telling people what to do
• The 3-step "consultative sequence" that builds trust and gets customers invested in your advice
• Practical tips for proving the value of customer success to skeptical executives

Don't let cognitive biases sabotage your efforts to help customers. Tune in to learn how to leverage the science of influence for powerful results.


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This episode was sponsored by Vitally.io

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🎬 This content was edited by Lifetime Value Media. 

Learn more at: https://www.lifetimevaluemedia.com 

🎬 This content was edited by Lifetime Value Media.

Learn more at: https://www.lifetimevaluemedia.com

++++ATTENTION++++

🧑🏻‍🎓 The CS Leadership Academy is opening back up July 15!

Ready to stop figuring out CS leadership the hard way?

The Customer Success Leadership Academy VIP Notification List gets you early bird pricing (that's $250 off!) plus first access when enrollment opens.

No obligation to join! But you'll want that discount when you see what's inside...

🎉 Add me to the VIP list 🎉

CONNECT WITH RACHEL

Follow at:

LinkedIn
TikTok
Instagram
YouTube

WEBSITE

https://provansuccess.com

Is your onboarding process falling flat? 

Are you struggling with low adoption rates despite your best efforts? 

It's time to rethink your approach and consider the psychology behind effective onboarding.

Dive into the reason why traditional onboarding methods often fail and what you can do to revolutionize your onboarding process for better customer adoption.

BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:

• The crucial difference between implementation and onboarding, and why you should focus on onboarding people, not just software
• Why long implementation times, one-size-fits-all training, and information overload can sabotage your onboarding efforts
• The science behind the Ebbinghaus Forgetting Curve and how to combat it using spaced repetition and emotional engagement
• How to identify the "first value" moment for your customers and why it's the true end of onboarding
• Practical tips for creating an effective onboarding process, including kickoff calls, targeted training, and a comprehensive knowledge center

Don't let ineffective onboarding lead to churn and disappointment. Tune in to learn how you can leverage psychology to create an onboarding experience that sets your customers up for success and long-term adoption.

🎬 This content was edited by Lifetime Value Media.

Learn more at: https://www.lifetimevaluemedia.com

++++ATTENTION++++

🧑🏻‍🎓 The CS Leadership Academy is opening back up July 15!

Ready to stop figuring out CS leadership the hard way?

The Customer Success Leadership Academy VIP Notification List gets you early bird pricing (that's $250 off!) plus first access when enrollment opens.

No obligation to join! But you'll want that discount when you see what's inside...

🎉 Add me to the VIP list 🎉

CONNECT WITH RACHEL

Follow at:

LinkedIn
TikTok
Instagram
YouTube

WEBSITE

https://provansuccess.com

Is it possible to motivate your team without paying them more?

In a time when workloads are doubling and raises are scarce – How can you keep your team motivated - even EXCITED - to give it their all?

Money matters - no question about it.  But it's only a small piece of what actually impacts job performance.  

Now I'm not saying to be cheap!  Pay your people as well as you possibly can!

But if you're getting no wiggle room from the C-Suite on budget - that doesn't have to mean your team will automatically stop trying.  Other things matter too.  People WANT to feel motivated.  Come find out how.

BY THE TIME YOU FINISH LISTENING, YOU’LL DISCOVER:

• How to avoid resentment during "Do more with... (you know.)"
• The career development hack that gets employees taking work off your plate - and thank you for it!
• The human-first leadership techniques that tripled the effectiveness of my CS teams within the first six months. 

 
When you finish listening, I'd love to hear your biggest takeaway from today's episode. 

Tag me in a post on LinkedIn and let me hear what you learned!  
 

🎬 This content was edited by Lifetime Value Media.

Learn more at: https://www.lifetimevaluemedia.com

++++ATTENTION++++

🧑🏻‍🎓 The CS Leadership Academy is opening back up July 15!

Ready to stop figuring out CS leadership the hard way?

The Customer Success Leadership Academy VIP Notification List gets you early bird pricing (that's $250 off!) plus first access when enrollment opens.

No obligation to join! But you'll want that discount when you see what's inside...

🎉 Add me to the VIP list 🎉

CONNECT WITH RACHEL

Follow at:

LinkedIn
TikTok
Instagram
YouTube

WEBSITE

https://provansuccess.com

Learn about the effectiveness of SMART goals in customer success and explore alternative goal-setting strategies that align with human psychology and brain science, including practical tips on setting and achieving goals that are more motivating, achievable, and relevant to the priorities of CS professionals.

Are SMART goals stupid?

Do you struggle to stay motivated by SMART goals? 

Well, there's a reason for that. 

SMART goals may not always be the best fit for the human brain and creative thinking.

We'll dig into how to set goals that resonate with your brain's natural way of thinking, to keep you motivated,  and making progress every day.

BY THE TIME YOU FINISH LISTENING, YOU’LL KNOW: :

• How the structure of SMART goals can hinder creative thinking.
• The need for natural language and simplicity in goal setting.
• Questions to ask yourself to ensure your goals are aligned with your top priorities.
• The importance of emotion and motivation in achieving your goals.

Plus, how setting goals for yourself should be DIFFERENT than setting goals for your team!

Resources mentioned in the episode: goblin.tools

🎬 This content was edited by Lifetime Value Media.

Learn more at: https://www.lifetimevaluemedia.com

++++ATTENTION++++

🧑🏻‍🎓 The CS Leadership Academy is opening back up July 15!

Ready to stop figuring out CS leadership the hard way?

The Customer Success Leadership Academy VIP Notification List gets you early bird pricing (that's $250 off!) plus first access when enrollment opens.

No obligation to join! But you'll want that discount when you see what's inside...

🎉 Add me to the VIP list 🎉

CONNECT WITH RACHEL

Follow at:

LinkedIn
TikTok
Instagram
YouTube

WEBSITE

https://provansuccess.com

Are You Falling for This Common Misconception About Your CEO's Support for Customer Success?

Many customer success leaders believe their CEOs fully support customer success just because they say they do. 

But what if this belief is based on a misunderstanding?

This episode dives into the dangers of assuming your CEO's initial enthusiasm equates to ongoing support and how this can lead to the unexpected loss of your CS department.

BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:

• How cognitive biases like hyperbolic discounting and ambiguity aversion can lead to underinvestment in customer success.
• Psychological tools to counteract those cognitive biases (including one that's ethically questionable)
• Practical strategies to continuously demonstrate the value of customer success to the C-suite and secure their buy-in.
• 
  

Don't let assumptions derail your customer success efforts.

Tune in to learn how to ensure your CEO's support translates into real investment and long-term success.


Links:

Verified Outcomes Presentation - check out this slide in particular
Article on Ebitda
Linkedin Post on Article for context
Priming

🎬 This content was edited by Lifetime Value Media.

Learn more at: https://www.lifetimevaluemedia.com

++++ATTENTION++++

🧑🏻‍🎓 The CS Leadership Academy is opening back up July 15!

Ready to stop figuring out CS leadership the hard way?

The Customer Success Leadership Academy VIP Notification List gets you early bird pricing (that's $250 off!) plus first access when enrollment opens.

No obligation to join! But you'll want that discount when you see what's inside...

🎉 Add me to the VIP list 🎉

CONNECT WITH RACHEL

Follow at:

LinkedIn
TikTok
Instagram
YouTube

WEBSITE

https://provansuccess.com

Bob London and I discuss the power of Radically Authentic Discovery in customer success, emphasizing deep listening and strategic questioning to uncover true customer insights and drive engagement. Bob shares practical tips and the psychological foundations behind his method, inspiring CS leaders to adopt a more human-centered approach in their conversations.


Have you ever been blindsided by a customer churning?

It’s not that your health score needs adjusting (again) or that they were being dishonest.

You just weren’t asking the RIGHT QUESTIONS

Join us for the first guest episode of “Psychology of Customer Success” and learn Bob London’s psychology-based method for getting the full story out of your customers, so you can understand their pain points, and highest priorities to provide the best guidance on how they can leverage your product to produce the outcomes their business needs - NOW.

BY THE TIME YOU FINISH LISTENING, YOU’LL DISCOVER

• How to stop talking AT your customers and start understanding THEM (and why that’s harder than you might think!)
• Why you should “Go Deckless” at your next business review 
• What kinds of questions to ask to unlock the full story of your customer retention and expansion opportunities - as well as unearth hidden risk factors

When you finish listening, I'd love to hear your biggest takeaway from today’s episode. Share a post on LinkedIn and tag me (@Rachel Haynes Provan) and @Bob London!

While you’re there, make sure you follow me on LinkedIn so you can see behind the scenes of how I built and scaled World-Class CS departments for over 15 years, and how you can too.

Resources mentioned in this episode:

 https://www.boblondon.co/ - Bob London’s Website

 https://www.linkedin.com/in/boblondon/  - Bob London’s LinkedIn Profile https://www.oscartrimboli.com/podcasts/ - Oscar Trimboli's Podcast
https://www.audible.com/pd/Youre-Not-Listening-Audiobook/1250263727 - Kate Murphy’s You’re Not Listening (AudioBook)

🎬 This content was edited by Lifetime Value Media.

Learn more at: https://www.lifetimevaluemedia.com

++++ATTENTION++++

🧑🏻‍🎓 The CS Leadership Academy is opening back up July 15!

Ready to stop figuring out CS leadership the hard way?

The Customer Success Leadership Academy VIP Notification List gets you early bird pricing (that's $250 off!) plus first access when enrollment opens.

No obligation to join! But you'll want that discount when you see what's inside...

🎉 Add me to the VIP list 🎉

CONNECT WITH RACHEL

Follow at:

LinkedIn
TikTok
Instagram
YouTube

WEBSITE

https://provansuccess.com

Are you struggling to get your ideas across to the C-suite in your Customer Success role? 

Do you feel like they just don't see the urgency or importance of your CS initiatives and customer feedback, despite your best efforts?

If this sounds familiar, you might be missing a crucial tool in your arsenal: strategic presentations.  But it's not just about the slides; it's about understanding the psychology behind effective communication with senior leadership based on their point of view

In this episode, we dive into the common pitfalls CS leaders face when communicating with the C-suite and how a well-crafted visual aid, combined with psychological insights, can make all the difference.

BY THE TIME YOU FINISH LISTENING, YOU’LL DISCOVER:

• The importance of using visual aids to convey urgency and financial impact, tapping into the C-suite's visual and analytical processing.
• What to include in a presentation - and how it doesn't have to take you hours!
• How to structure your presentations to keep the C-suite engaged and informed, leveraging psychological principles of attention and memory.
• Tips for making your data and proposals visually compelling and memorable, using psychological insights into how people process and retain information.
• Strategies for anticipating and addressing questions and objections from senior leadership, understanding their psychological biases, and decision-making processes.

Don't let your valuable insights go unheard! Tune in to learn how to elevate your communication game and get the C-suite on board with your Customer Success initiatives, using the power of psychology.

🎬 This content was edited by Lifetime Value Media.

Learn more at: https://www.lifetimevaluemedia.com

++++ATTENTION++++

🧑🏻‍🎓 The CS Leadership Academy is opening back up July 15!

Ready to stop figuring out CS leadership the hard way?

The Customer Success Leadership Academy VIP Notification List gets you early bird pricing (that's $250 off!) plus first access when enrollment opens.

No obligation to join! But you'll want that discount when you see what's inside...

🎉 Add me to the VIP list 🎉

CONNECT WITH RACHEL

Follow at:

LinkedIn
TikTok
Instagram
YouTube

WEBSITE

https://provansuccess.com

If you're feeling the weight of imposter syndrome in your leadership role, constantly battling with thoughts that you're not good enough, welcome to the club! 


The pressure to appear perfect, handle everything on your own, and know everything can be overwhelming. Thankfully, none of those things are actually necessary.   


Let's explore effective strategies to overcome imposter syndrome and step into your role with confidence and authenticity.

In this episode, you'll discover:

·       Overcoming imposter syndrome empowers leaders to thrive authentically. 

·       Embracing vulnerability fosters genuine connections and personal growth. 

·       Mastering soft skills amplifies leadership effectiveness and team dynamics. 

·       Conquering negative thoughts cultivates a resilient and empowered mindset. 

·       Curbing social media usage enhances self-esteem and mental well-being. 

You can't mentally beat yourself into success. 

The resources mentioned in this episode are:

·       Download the accomplishment tracker from the Provan Success website to track your wins and boost your confidence.


·       Learn the best ways to use it in this article

·       Join the waitlist for the next round of CS Leadership Academy, opening for registration on February 15, 2024, to supercharge your CS Leadership and Strategy using Human Psychology

🎬 This content was edited by Lifetime Value Media.

Learn more at: https://www.lifetimevaluemedia.com

++++ATTENTION++++

🧑🏻‍🎓 The CS Leadership Academy is opening back up July 15!

Ready to stop figuring out CS leadership the hard way?

The Customer Success Leadership Academy VIP Notification List gets you early bird pricing (that's $250 off!) plus first access when enrollment opens.

No obligation to join! But you'll want that discount when you see what's inside...

🎉 Add me to the VIP list 🎉

CONNECT WITH RACHEL

Follow at:

LinkedIn
TikTok
Instagram
YouTube

WEBSITE

https://provansuccess.com

Why You Know Less Than You Think: Cognitive Biases in Customer Success

Join me as we explore the Dunning-Kruger effect, a cognitive bias that can impact customer success. Discover how overestimating abilities and misunderstanding customer needs can lead to challenges in the CS field. 

But what happens when we realize we don't know as much as we thought?

Stay tuned to find out.

In this episode, you'll discover:

• How the Dunning Kruger effect impacts your customers so you can tailor your strategies most effectively.

• The four stages of competence and how they apply to customer success for improved skill development.

• Insights into navigating the Gartner hype cycle in customer success to better manage customer expectations.

• How to overcome challenges in onboarding for smoother and more effective customer transitions.

• How imposter syndrome relates to the Dunning-Kruger effect

🎬 This content was edited by Lifetime Value Media.

Learn more at: https://www.lifetimevaluemedia.com

++++ATTENTION++++

🧑🏻‍🎓 The CS Leadership Academy is opening back up July 15!

Ready to stop figuring out CS leadership the hard way?

The Customer Success Leadership Academy VIP Notification List gets you early bird pricing (that's $250 off!) plus first access when enrollment opens.

No obligation to join! But you'll want that discount when you see what's inside...

🎉 Add me to the VIP list 🎉

CONNECT WITH RACHEL

Follow at:

LinkedIn
TikTok
Instagram
YouTube

WEBSITE

https://provansuccess.com