The Power of Persuasion in Customer Success: Cialdini's 7 principles of influence | Dr. Chris Phelps

Nov 7, 2024

Dr. Christopher Phelps, an entrepreneur and Cialdini Method certified trainer, dives into the art of ethical persuasion. He outlines Dr. Cialdini's 7 principles, explaining how reciprocity and liking can build lasting client relationships. Unity and social proof are highlighted as crucial for fostering loyalty and influencing decisions. Phelps also discusses the importance of authority in being a trusted advisor and the role of scarcity in marketing. His insights provide a robust framework for customer success through genuine persuasion.

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Intro

00:00 • 6min

Navigating Persuasion and Ethics

05:49 • 17min

The Power of Unity in Customer Relationships

23:12 • 12min

The Importance of Social Proof in Customer Engagement

34:53 • 2min

The Power of Authority and Commitment in Customer Success

37:18 • 8min

Harnessing the Power of Scarcity in Customer Engagement

45:22 • 6min

Ethical Persuasion in Customer Success: Theory and Practice

51:11 • 2min

In this episode of Customer Success Talks, we dive into the powerful world of persuasion with expert Dr. Christopher Phelps. With years of experience in teaching professionals the mastery of persuasion, Chris brings a unique blend of hands-on expertise and psychological insight, making him the perfect guide for this essential skill. In Part 1 of our two-part series, Chris explores Dr. Robert Cialdini's 7 principles of persuasion and reveals practical ways customer success managers (CSMs) can apply these strategies to deepen client relationships and drive success. The 7 Principles of Persuasion: Reciprocity – People naturally dislike feeling indebted, so offering value encourages clients to reciprocate. Commitment – Consistency is key; people tend to commit to actions aligned with their values. Social Proof – People are influenced by what they see others doing. Authority – People trust authoritative figures and credible sources. Liking – People are more likely to agree with those they feel similar to or like. Scarcity – Limited availability increases demand. Unity – Shared identity strengthens bonds. Check Out Flowla - flowla.com/cstalks Discount code: cstalks25 Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO Connect with Us: Dr. Christopher Phelps - https://www.linkedin.com/in/dr-christopher-phelps-2b48b718/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8 We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA