Psychology of Customer Success

Tired of being treated like the company's junk drawer? Frustrated that executives don't see the strategic value of your CS team? Struggling to get buy-in for the resources and respect you deserve? Rob Zambito, founder of Success Scaled Consulting and three-time VP of Customer Success, joins us to reveal how behavioral psychology transforms CS teams from reactive everything departments into proactive revenue-generating engines. With his unique background in consumer psychology and behavioral economics, Rob shares the secrets to what separates successful CS leaders from those stuck on every QBR.BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER: Why customer decisions are driven by cognitive biases (not logic) and how to leverage this for better outcomesThe difference between being "strategic" and having a clear team charter that executives actually understandHow to translate CS work into executive language that gets you a seat at the leadership tableThe forecasting approach that proves CS is a revenue function, not just a "happiness department.Why CS teams need different personas and the 5 key types every CS leader should recognizeThe research methodology mindset that helps you test assumptions and avoid infinite loopsHow to stop being the company junk drawer by establishing clear boundaries and focusWhy asking customers directly often beats complex health score algorithmsStop letting your team be everyone's dumping ground and start getting the executive respect you've been fighting for.🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com ++++ATTENTION++++🧑🏻‍🎓 The CS Leadership Academy is opening back up July 15! Ready to stop figuring out CS leadership the hard way? The Customer Success Leadership Academy VIP Notification List gets you early bird pricing (that's $250 off!) plus first access when enrollment opens. No obligation to join! But you'll want that discount when you see what's inside... 🎉 Add me to the VIP list 🎉 CONNECT WITH RACHELFollow at: LinkedInTikTokInstagramYouTube WEBSITE https://provansuccess.com

Discover why customers often struggle to follow through on their desires and the psychological factors at play. Explore hidden motivations and cognitive biases that influence decision-making. Learn how to leverage loss aversion for effective renewal conversations. Uncover simple psychological tricks that enhance perceived value. Delve into the ethical distinctions between influence and manipulation, ensuring customers feel supported rather than coerced. Transform your interaction strategies to boost engagement and success!

Just got promoted? Buckle up as we dive into the whirlwind of leading former peers! Discover the crucial shift from being a top performer to an effective leader. Learn how to assert your authority while keeping your team close. Master the art of delegation and handling tough conversations with grace. Building alliances and focusing on team strengths are key for success. Plus, embrace vulnerability and admit mistakes to foster trust. Equip yourself with the strategies to thrive in your new role!

Dan Smaida, an expert in behavioral science and author of "The Psychology of Advice," shares insights on enhancing customer success through consultative techniques. He discusses the impact of cognitive biases on decision-making and emphasizes the power of asking the right questions to build trust. Smaida introduces a three-step consultative sequence that helps clients feel invested in the advice they receive. He also offers practical tips for demonstrating the value of customer success to skeptics, showcasing how a consultative approach can lead to meaningful relationships.

Starting a new customer success leadership role? Discover crucial steps to make a strong first impression and build effective relationships. Learn how to structure your first week for maximum impact and identify key metrics to master within your first month. Gain strategies for effective communication and quick wins that align with long-term goals. Explore the importance of reflection and flexibility in your onboarding process, ensuring you're set up for a thriving career in your new position.

Are you struggling to balance business results with employee well-being? Do you wonder how to create a high-performing team while treating them with humanity? It's time to explore the transformative impact of human-first leadership in customer success.Join Rachel Provan as she sits down with Easton Taylor, SVP of Customer Success at Gainsight, to uncover the secrets of creating a thriving, human-centric culture that drives business success.BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:What human-first leadership really means beyond the buzzwords, and why it's more critical now than ever in the challenging tech economyThe 8 key ingredients of human-first leadership, including empathy, authenticity, and personalized experiencesHow Gainsight's core values, including "childlike joy" and "Shoshin" (beginner's mind), shape their unique culturePractical strategies for new leaders to build trust and transparency with their teamsThe crucial role of psychology in developing effective leadership skillsHow to maintain a human-first approach while driving results in challenging timesDon't let the pressure to deliver results destroy your team's morale and effectiveness. Tune in to learn how human-first leadership can transform your customer success department, boost employee engagement, and ultimately drive better business outcomes.********* This episode was sponsored by Vitally.io*********  🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com ++++ATTENTION++++🧑🏻‍🎓 The CS Leadership Academy is opening back up July 15! Ready to stop figuring out CS leadership the hard way? The Customer Success Leadership Academy VIP Notification List gets you early bird pricing (that's $250 off!) plus first access when enrollment opens. No obligation to join! But you'll want that discount when you see what's inside... 🎉 Add me to the VIP list 🎉 CONNECT WITH RACHELFollow at: LinkedInTikTokInstagramYouTube WEBSITE https://provansuccess.com

Feeling overwhelmed in your customer success role? Discover powerful productivity tools like Fathom Notetaker and Claude that streamline task management. Learn how to build efficient knowledge centers and delegate effectively. Enhance your focus with apps like Brain FM and improve your sleep with Sleep Cycle. Uncover the secrets of daily gratitude practices and bullet journaling to boost your happiness. Tune in for practical tips that help you ‘outsource your brain’ for a more organized, productive workday!

 Do you struggle to stay productive amidst constant task switching? Join Rachel as she delves into the major issue of task and channel switching. Discover what task switching is, why it's a significant problem in the customer success industry, and learn practical tips to minimize its impact. From creating pockets of focus work to batch tasking and surprising tools, Rachel provides actionable strategies to help you achieve better results and feel less exhausted at the end of the day. Chapters: 00:00:00 - Welcome to Psychology of Customer Success 00:01:17 - The reality of task switching 00:02:30 - Consequences of multitasking 00:04:20 - Invisible impact of task switching 00:06:00 - The cognitive cost of switching tasks 00:07:09 - Productivity loss from task switching 00:08:18 - Battling email and Slack distractions 00:10:50 - Strategies for focused work 00:14:22 - Optimizing your workday 00:18:11 - Tools and tips for better focus 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com ++++ATTENTION++++🧑🏻‍🎓 The CS Leadership Academy is opening back up July 15! Ready to stop figuring out CS leadership the hard way? The Customer Success Leadership Academy VIP Notification List gets you early bird pricing (that's $250 off!) plus first access when enrollment opens. No obligation to join! But you'll want that discount when you see what's inside... 🎉 Add me to the VIP list 🎉 CONNECT WITH RACHELFollow at: LinkedInTikTokInstagramYouTube WEBSITE https://provansuccess.com

Unlock the secret to career growth with an accomplishment tracker. Learn how to avoid underestimating your achievements and combat cognitive biases. Discover the STAR method for quantifying your impact and the monetary value of your contributions. Gain insights into boosting motivation and enhancing recognition during raises or job searches. Don’t forget the 'kudos folder' to keep track of your successes! Unleash your potential and ensure your hard work gets the acknowledgment it deserves.

Madelyn DePrey, Global VP of Customer Success at Aircall, is a pro at navigating change and fostering cross-functional relationships. She discusses the importance of overcoming victim mentality to embrace proactive problem-solving. Madelyn highlights strategies for building resilience and thriving in leadership amidst challenges. She also shares insights on adopting sales techniques to enhance customer success while underscoring the power of empathy and feedback within teams. Tune in for valuable lessons on authenticity and personal growth in your career!