Psychology of Customer Success

Helping Sells - Mastering the Art of Consultative Customer Success

5 snips
Aug 28, 2024
Dan Smaida, an expert in behavioral science and author of "The Psychology of Advice," shares insights on enhancing customer success through consultative techniques. He discusses the impact of cognitive biases on decision-making and emphasizes the power of asking the right questions to build trust. Smaida introduces a three-step consultative sequence that helps clients feel invested in the advice they receive. He also offers practical tips for demonstrating the value of customer success to skeptics, showcasing how a consultative approach can lead to meaningful relationships.
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INSIGHT

Helping Sells

  • Helping sells, selling doesn't.
  • Focus on helping customers make informed decisions, not just closing deals.
ADVICE

The Power of Questions

  • Ask questions to counteract confirmation bias.
  • Let customers arrive at their own conclusions instead of telling them what to do.
ADVICE

Strategic Questioning

  • Understand the effect of your questions.
  • Choose questions strategically based on the conversation's stage and the customer's needs.
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