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Customer Success Talks
The Power of Persuasion in Customer Success: Practical Strategies | Dr. Christopher Phelps
Nov 7, 2024
Dr. Christopher Phelps, US CEO of the Robert Cialdini Institute and expert in persuasion, shares his insights on using ethical persuasion in customer success. He explains 'Pre-suasion' and its power in influencing behavior. Discover how to navigate the 'Do Nothing' choice in decision-making and tackle customer resistance to change. Phelps also discusses leveraging persuasion techniques to drive upselling, enhancing engagement by understanding customer needs rather than making assumptions. Tune in for practical strategies to elevate your influence!
40:48
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Quick takeaways
- Utilizing pre-suasion techniques, such as strategic commitment questions, significantly enhances customer receptiveness and willingness to engage positively with offers.
- Employing the 'do nothing' option effectively illustrates the consequences of inaction, guiding customers towards making proactive and timely decisions to avoid greater costs later.
Deep dives
Understanding Persuasion and Mindsets
Persuasion involves leveraging principles to shape the mindset of potential customers before engaging with them. It's essential to recognize that customers arrive with pre-established mindsets that can significantly influence their receptiveness to requests or products. For instance, if a new dental patient enters a practice emotionally distracted by personal issues, it can hinder their attention to the dental services being discussed. Thus, by strategically influencing their mindset ahead of time to something more favorable, practitioners can keep the door to agreement open.
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Discover
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