Psychology of Customer Success

Dive into the Dunning-Kruger effect and learn how overestimating abilities shapes customer success. Discover the four stages of competence that can enhance skill development. Unpack strategies for navigating the Gartner hype cycle to manage expectations effectively. Overcome onboarding challenges for smoother transitions and delve into the link between imposter syndrome and cognitive biases. This engaging discussion reveals why understanding what you don't know is vital for success in both leadership and customer relationships.

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.

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++++ATTENTION++++Ready to stop figuring out CS leadership the hard way? Get the CS frameworks, leadership techniques and psychology hacks you need to be seen as a strategic leader - and get promoted fast with:The CS Leadership AcademyApplications are currently open for CS leaders looking to level up - but our cohorts fill up fast! CONNECT WITH RACHELFollow at: LinkedInTikTokInstagramYouTube WEBSITE https://provansuccess.com🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.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.

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++++ATTENTION++++Ready to stop figuring out CS leadership the hard way? Get the CS frameworks, leadership techniques and psychology hacks you need to be seen as a strategic leader - and get promoted fast with:The CS Leadership AcademyApplications are currently open for CS leaders looking to level up - but our cohorts fill up fast! CONNECT WITH RACHELFollow at: LinkedInTikTokInstagramYouTube WEBSITE https://provansuccess.com🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com

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.

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.++++ATTENTION++++Ready to stop figuring out CS leadership the hard way? Get the CS frameworks, leadership techniques and psychology hacks you need to be seen as a strategic leader - and get promoted fast with:The CS Leadership AcademyApplications are currently open for CS leaders looking to level up - but our cohorts fill up fast! CONNECT WITH RACHELFollow at: LinkedInTikTokInstagramYouTube WEBSITE https://provansuccess.com🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.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++++ATTENTION++++Ready to stop figuring out CS leadership the hard way? Get the CS frameworks, leadership techniques and psychology hacks you need to be seen as a strategic leader - and get promoted fast with:The CS Leadership AcademyApplications are currently open for CS leaders looking to level up - but our cohorts fill up fast! CONNECT WITH RACHELFollow at: LinkedInTikTokInstagramYouTube WEBSITE https://provansuccess.com🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com