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Customer Success Talks
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.
53:04
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Quick takeaways
- Dr. Christopher Phelps emphasizes the ethical application of Cialdini's principles of persuasion to foster genuine influence without compromising integrity.
- Understanding and addressing customer needs is crucial for effective solutions, as no persuasion technique can outweigh logical concerns about value and ROI.
Deep dives
The Journey to Ethical Persuasion
The speaker shares their transformative journey from being a dentist managing multiple practices to becoming a Cialdini method certified trainer. After realizing that the workload of running four dental practices was overwhelming, they sold off their two best-performing practices and focused on improving the struggling ones. During this period, they encountered Dr. Robert Cialdini's principles of persuasion, which they applied to their business challenges. Utilizing these principles led to significant growth in their practices, demonstrating that understanding human behavior can transcend economic downturns.
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Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode