Psychology of Customer Success

Discover the delicate art of delivering negative feedback without damaging morale. Explore why empathy often complicates these conversations and learn a proven framework to maintain respect. Gain insights on establishing psychological safety and the importance of shared values. Find out how to tackle disrespectful behavior proactively and navigate tough conversations confidently. Transform the way you approach feedback and embrace the challenge with applicable strategies.

Failure happens to all of us.  In this episode, we'll delve into the often-feared concept of failure and discover its hidden potential for growth and learning. We'll explore the essential role of mindset, how to differentiate between a fixed mindset and a growth mindset, and uncover sneaky signs that a fixed mindset holding you back in both your personal and professional life. Embrace a fresh perspective on failure, seeing it not as a setback, but as a vital stepping stone to success. Come learn to approach challenges with curiosity, openness to new experiences, and resilience against setbacks. This episode also highlights the crucial distinction between your self-worth and your failures, empowering you to define your worth independently of your setbacks. By the end, you'll be equipped to view failures as valuable experiments and embrace change as a key driver of growth.Takeaways for You:Understand how shifting your view of failure can unlock opportunities for learning and growth.Learn to identify and overcome your limitations using curiosity.Recognize the symptoms of a fixed mindset and how they might be impeding your progress.Discover how to separate your self-worth from your failures, establishing a resilient sense of self.Transform your approach to challenges, viewing failure as an experimental learning opportunity and change as a catalyst for personal and professional growth.OTHER LINKS MENTIONED IN THIS EPISODE:Mindset - Carol Dweck🎬 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

Exploring the 'Helper Personality' in Customer Success, discussing struggles with saying no, setting boundaries, and neglecting self-care. Learn how to navigate boundaries, prioritize tasks for NRR, and improve productivity through accountability.

Feeling overwhelmed at work? Discover how to delegate effectively and empower your team without losing control. Learn what tasks to keep for yourself and create a culture of trust and responsibility. The discussion highlights the dangers of micromanagement and presents techniques for coaching success. Plus, get a foolproof delegation template used for over ten years! Say goodbye to the mindset of 'it's just easier if I do it' and embrace a more strategic approach.

Want to know a secret?  Setting your CS strategy is the easy part!What often prevents MOST CS leaders from achieving the results and recognition they hope for is their mindset.We'll dive into what the heck mindset is, how it affects your results, and how it needs to change as you move from an individual contributor to a leader.  BY THE TIME YOU FINISH LISTENING, YOU’LL  KNOW: The key differences between a CSM mindset and a CS Leadership mindsetAdvice for how to let go of perfectionism by lowering the stakesThree questions to ask yourself to untwist your thinkingHow to build confidence and beat imposter syndrome🎬 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

Have you struggled to find best practices on the customer journey?  Or perhaps your CEO says you have one already - but when you look it's all about the pre-sales cycle...It turns out there are a few small - kind of stupid - reasons it's such a struggle.  You'll learn the limitations of traditional customer journeys that focus on the company's perspective rather than the customer's required outcomes. We'll dig into the concept of Customer Value Realization Maps, which involves considering every step BOTH the customer and your company need to take to achieve the results necessary to produce retention, expansion, and advocacy. BY THE TIME YOU FINISH LISTENING, YOU’LL KNOW: The four key business outcomes ALL your customers are looking for.How to know - for sure - that your customer has achieved the ROI they're looking for.How your customer journey can create your success plans, playbooks, and serve as the foundation for your entire customer success strategy.🎬 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

Wouldn't it be nice if customers would just do what we tell them to do so they can get what they say they want?Unfortunately, humans don't work that way.  For better and worse, we're much more complicated.  Dive into the fascinating fields of behavioral economics, neuroscience, and cognitive behavioral psychology to understand why people do the things they do, what motivates them, and how to use that to create positive outcomes for your customers, your company, and yourself.BY THE TIME YOU FINISH LISTENING, YOU’LL KNOW: Why your customers can't absorb all the information you're giving themThe reason many Founder/CEOs struggle to understand the value of Customer Success. How to drive adoption by understanding Dopamine and Habit FormationOTHER LINKS MENTIONED IN THIS EPISODE: Mini Habits - Steven GuiseAtomic Habits - James ClearThe Power of Habit - Charles Duhigg🎬 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

Humans don't think or behave like computers. You can't just run a command and get them to do what you want them to do. So why are you still basing your CS strategy based solely on logic?I'm Rachel Provan, CS Leadership Coach, Award Winning CS Strategist, and Certified Psych Nerd. I teach CS leaders how to build and scale world-class CS departments using a combination of strategy, leadership, and mindset, using my secret weapon, psychology.Come join me every Wednesday for Psychology of Customer Success, where we'll dive into why people do the things they do, what motivates them, and the effect that has on your CS strategy, team dynamics, and executive presence.We'll dig into subjects like the helper personality, how thought error is like, it's just easier if I do it, keep your department stuck in reactive mode, and how cognitive bias can really screw up your customer journey, plus much more.Make sure to subscribe on Apple, Spotify, or wherever you listen to podcasts, and make sure to share it with your CS bestie.Talk soon, and here's to your success.New Episodes Dropping Early 2024🎬 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