Customer Success Talks The Power of Persuasion in Customer Success: Cialdini's 7 principles of influence | Dr. Chris Phelps
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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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Business Turnaround Using Persuasion
- Dr. Christopher Phelps sold his two best dental practices and rebuilt two weaker ones to regain time and autonomy.
- He applied Cialdini's principles in those practices and drove million-dollar growth during a recession.
Persuasion vs. Coercion
- Persuasion preserves choice while coercion removes it; influence guides decisions without forcing them.
- Ethical persuasion keeps control with the recipient and frames options rather than orders.
Three Ethical Checks Before Persuading
- Before applying persuasion, check three ethical boxes: is it true, is it a net win-win, and is the principle naturally present?
- If those hold, confidently tap the available persuasion principle in the situation.
