The Daily Standup Using your psychological advantage | Rachel Provan
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Mar 13, 2025 Rachel Provan, a seasoned leadership coach with 15 years of experience in customer success, shares her insights on using psychology to enhance leadership. She discusses the critical role of business-oriented empathy in managing client needs and the importance of reducing friction for better engagement. Rachel also delves into the mere exposure effect, explaining how familiarity influences customer preferences subtly. Her three-step strategy for successful onboarding highlights the power of motivation and validation in building effective teams.
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The Challenge of Change in CS
- Customer success is challenging because humans resist change, yet CS is about change management.
- CS professionals must bridge the gap between clients' resistance and the desired software adoption.
Understanding Individual Motivations
- Understanding what motivates individuals, whether customers or CEOs, is key to effective CS.
- Focus on their priorities, like what matters for their promotions or job security.
Overcoming Gym Friction
- Dylan Young overcame gym avoidance by identifying and removing friction points.
- He realized driving to the gym was a major obstacle, so he opted for running, which was more accessible.