Explore every episode of Psychology of Customer Success
Dive into the complete episode list for Psychology of Customer Success. Each episode is cataloged with detailed descriptions, making it easy to find and explore specific topics. Keep track of all episodes from your favorite podcast and never miss a moment of insightful content.
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1–26 of 26
Pub. Date
Title
Duration
10 Jan 2024
The Helper Personality
00:29:04
Are you afraid to say no because you feel that you will come off as self-important or "not a team player"?
Do you say yes to everything that people throw at you and believe you'll find a way to get it all done?
If this rings a bell, you may have a "Helper Personality", as many in Customer Success do. It's a great quality to have, but like any strength, it also has a dark side that leads to burnout, resentment, and ineffectiveness.
Learn the key strategies you need to make the most of this personality type AND improve your CS department in the process! BY THE TIME YOU FINISH LISTENING, YOU’LL DISCOVER:
Why you have trouble saying "No", -- and how to do it without burning bridges
How to set clear boundaries of what is in scope for CS.
Why neglecting self-care can sabotage the bottom line
🎬 This content was edited by Lifetime Value Media.
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 them
The reason many Founder/CEOs struggle to understand the value of Customer Success.
How to drive adoption by understanding Dopamine and Habit Formation
The Essential Mindset Shifts for Successful Leadership
00:24:50
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 mindset
Advice for how to let go of perfectionism by lowering the stakes
Three questions to ask yourself to untwist your thinking
How to build confidence and beat imposter syndrome
🎬 This content was edited by Lifetime Value Media.
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.
Welcome to Psychology of Customer Success by Rachel Provan
00:01:12
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.
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.
Giving Negative Feedback Without Destroying Morale
00:32:06
Do you avoid giving negative feedback because you don't want to upset your employees? Do you ever worry they won't like you?
You’ll learn why it’s so hard to give negative feedback, what the consequences are for avoiding it, and a proven (Provan?) framework for delivering it in a way that gets results without sending the other person into a shame spiral or being wishy-washy.
Why You Know Less Than You Think: Cognitive Biases in Customer Success
Join me as we explore the Dunning-Kruger effect, a cognitive bias that can impact customer success. Discover how overestimating abilities and misunderstanding customer needs can lead to challenges in the CS field.
But what happens when we realize we don't know as much as we thought?
Stay tuned to find out.
In this episode, you'll discover:
How the Dunning Kruger effect impacts your customers so you can tailor your strategies most effectively.
The four stages of competence and how they apply to customer success for improved skill development.
Insights into navigating the Gartner hype cycle in customer success to better manage customer expectations.
How to overcome challenges in onboarding for smoother and more effective customer transitions.
How imposter syndrome relates to the Dunning-Kruger effect
🎬 This content was edited by Lifetime Value Media.
If you're feeling the weight of imposter syndrome in your leadership role, constantly battling with thoughts that you're not good enough, welcome to the club!
The pressure to appear perfect, handle everything on your own, and know everything can be overwhelming. Thankfully, none of those things are actually necessary.
Let's explore effective strategies to overcome imposter syndrome and step into your role with confidence and authenticity.
In this episode, you'll discover:
· Overcoming imposter syndrome empowers leaders to thrive authentically.
· Embracing vulnerability fosters genuine connections and personal growth.
· Mastering soft skills amplifies leadership effectiveness and team dynamics.
· Conquering negative thoughts cultivates a resilient and empowered mindset.
· Curbing social media usage enhances self-esteem and mental well-being.
You can't mentally beat yourself into success.
The resources mentioned in this episode are:
· Download the accomplishment tracker from the Provan Success website to track your wins and boost your confidence.
· Join the waitlist for the next round of CS Leadership Academy, opening for registration on February 15, 2024, to supercharge your CS Leadership and Strategyusing Human Psychology
🎬 This content was edited by Lifetime Value Media.
Are you struggling to get your ideas across to the C-suite in your Customer Success role?
Do you feel like they just don't see the urgency or importance of your CS initiatives and customer feedback, despite your best efforts?
If this sounds familiar, you might be missing a crucial tool in your arsenal: strategic presentations. But it's not just about the slides; it's about understanding the psychology behind effective communication with senior leadership based on their point of view
In this episode, we dive into the common pitfalls CS leaders face when communicating with the C-suite and how a well-crafted visual aid, combined with psychological insights, can make all the difference.
BY THE TIME YOU FINISH LISTENING, YOU’LL DISCOVER:
The importance of using visual aids to convey urgency and financial impact, tapping into the C-suite's visual and analytical processing.
What to include in a presentation - and how it doesn't have to take you hours!
How to structure your presentations to keep the C-suite engaged and informed, leveraging psychological principles of attention and memory.
Tips for making your data and proposals visually compelling and memorable, using psychological insights into how people process and retain information.
Strategies for anticipating and addressing questions and objections from senior leadership, understanding their psychological biases, and decision-making processes.
Don't let your valuable insights go unheard! Tune in to learn how to elevate your communication game and get the C-suite on board with your Customer Success initiatives, using the power of psychology.
🎬 This content was edited by Lifetime Value Media.
Bob London and I discuss the power of Radically Authentic Discovery in customer success, emphasizing deep listening and strategic questioning to uncover true customer insights and drive engagement. Bob shares practical tips and the psychological foundations behind his method, inspiring CS leaders to adopt a more human-centered approach in their conversations.
Have you ever been blindsided by a customer churning?
It’s not that your health score needs adjusting (again) or that they were being dishonest.
You just weren’t asking the RIGHT QUESTIONS
Join us for the first guest episode of “Psychology of Customer Success” and learn Bob London’s psychology-based method for getting the full story out of your customers, so you can understand their pain points, and highest priorities to provide the best guidance on how they can leverage your product to produce the outcomes their business needs - NOW.
BY THE TIME YOU FINISH LISTENING, YOU’LL DISCOVER
How to stop talking AT your customers and start understanding THEM (and why that’s harder than you might think!)
Why you should “Go Deckless” at your next business review
What kinds of questions to ask to unlock the full story of your customer retention and expansion opportunities - as well as unearth hidden risk factors
When you finish listening, I'd love to hear your biggest takeaway from today’s episode. Share a post on LinkedIn and tag me (@Rachel Haynes Provan) and @Bob London!
While you’re there, make sure you follow me on LinkedIn so you can see behind the scenes of how I built and scaled World-Class CS departments for over 15 years, and how you can too.
It's a Trap! (a.k.a. "My CEO LOVES Customer Success")
00:35:45
Are You Falling for This Common Misconception About Your CEO's Support for Customer Success?
Many customer success leaders believe their CEOs fully support customer success just because they say they do.
But what if this belief is based on a misunderstanding?
This episode dives into the dangers of assuming your CEO's initial enthusiasm equates to ongoing support and how this can lead to the unexpected loss of your CS department.
BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:
How cognitive biases like hyperbolic discounting and ambiguity aversion can lead to underinvestment in customer success.
Psychological tools to counteract those cognitive biases (including one that's ethically questionable)
Practical strategies to continuously demonstrate the value of customer success to the C-suite and secure their buy-in.
Don't let assumptions derail your customer success efforts.
Tune in to learn how to ensure your CEO's support translates into real investment and long-term success.
Learn about the effectiveness of SMART goals in customer success and explore alternative goal-setting strategies that align with human psychology and brain science, including practical tips on setting and achieving goals that are more motivating, achievable, and relevant to the priorities of CS professionals.
Are SMART goals stupid?
Do you struggle to stay motivated by SMART goals?
Well, there's a reason for that.
SMART goals may not always be the best fit for the human brain and creative thinking.
We'll dig into how to set goals that resonate with your brain's natural way of thinking, to keep you motivated, and making progress every day.
BY THE TIME YOU FINISH LISTENING, YOU’LL KNOW: :
How the structure of SMART goals can hinder creative thinking.
The need for natural language and simplicity in goal setting.
Questions to ask yourself to ensure your goals are aligned with your top priorities.
The importance of emotion and motivation in achieving your goals.
Plus, how setting goals for yourself should be DIFFERENT than setting goals for your team!
How to Improve Employee Morale (When You Can't Give Them A Raise!)
00:30:02
Is it possible to motivate your team without paying them more?
In a time when workloads are doubling and raises are scarce – How can you keep your team motivated - even EXCITED - to give it their all?
Money matters - no question about it. But it's only a small piece of what actually impacts job performance.
Now I'm not saying to be cheap! Pay your people as well as you possibly can!
But if you're getting no wiggle room from the C-Suite on budget - that doesn't have to mean your team will automatically stop trying. Other things matter too. People WANT to feel motivated. Come find out how.
BY THE TIME YOU FINISH LISTENING, YOU’LL DISCOVER:
How to avoid resentment during "Do more with... (you know.)"
The career development hack that gets employees taking work off your plate - and thank you for it!
The human-first leadership techniques that tripled the effectiveness of my CS teams within the first six months.
When you finish listening, I'd love to hear your biggest takeaway from today's episode.
Tag me in a post on LinkedIn and let me hear what you learned!
🎬 This content was edited by Lifetime Value Media.
Are you struggling with low adoption rates despite your best efforts?
It's time to rethink your approach and consider the psychology behind effective onboarding.
Dive into the reason why traditional onboarding methods often fail and what you can do to revolutionize your onboarding process for better customer adoption.
BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:
The crucial difference between implementation and onboarding, and why you should focus on onboarding people, not just software
Why long implementation times, one-size-fits-all training, and information overload can sabotage your onboarding efforts
The science behind the Ebbinghaus Forgetting Curve and how to combat it using spaced repetition and emotional engagement
How to identify the "first value" moment for your customers and why it's the true end of onboarding
Practical tips for creating an effective onboarding process, including kickoff calls, targeted training, and a comprehensive knowledge center
Don't let ineffective onboarding lead to churn and disappointment. Tune in to learn how you can leverage psychology to create an onboarding experience that sets your customers up for success and long-term adoption.
🎬 This content was edited by Lifetime Value Media.
Are your "best customers" actually as loyal as you think?
Or could it just be a matter of convenience?
Join me as I talk to the brilliant Ali Cudby and she shares her insightful take on the different levels of customer loyalty, and how we can help get more of our customers to the highest level - the Lucrative Loyal!
BY THE TIME YOU FINISH LISTENING, YOU'LL LEARN:
The three different tiers of customer loyalty - lazy loyals, limited loyals, and lucrative loyals
How to identify which type of loyal customers you have, and why that distinction is so important
Practical strategies for turning limited loyal customers into highly engaged, "lucrative" loyal customers
Why fostering authentic advocacy from your best customers is so valuable (and how to avoid the pitfalls)
The hidden costs of acquiring the "wrong" customers, and why it's critical to have a clear ideal customer profile
When you finish listening, I'd love to hear your biggest takeaway from today's episode. Share it on LinkedIn and Tag me and Ali!
Ali Cudby, Founder, and CEO of Alignmint Growth Strategies, is a dynamic force in transforming businesses through intentional customer experiences. With a mission to architect superior customer interactions that drive growth, Ali's expertise lies in aligning strategy and implementation for uncontainable growth.
As the author of the #1 bestselling book "Keep Your Customers," Ali provides a fresh perspective on customer relations, offering insights from real-world consumer behavior stories, business best practices, and CEO-led case studies. Her proven four-step MINT Method, outlined in the book, has been the cornerstone of her work at Alignmint, helping clients achieve transformational customer loyalty.
With over 20 years of experience, Ali has honed her craft, having started in corporate planning at The New York Times Company and later delving into strategic marketing at the Golf Digest Magazine Group and Animal Planet TV Network. Her journey continued with the founding of Alignmint Growth Strategies in 2014, focusing on making a difference for small to mid-sized companies.
Beyond her role as a business leader, Ali taught Entrepreneurship and Innovation at Purdue University, embodying her commitment to nurturing the next generation of business minds. In her podcast appearances, Ali brings a wealth of knowledge on customer experience, growth strategies, and the intersection of intentional processes and business success. With Ali, customer experience isn't just a department—it's the essence of cross-functional, intentional efforts driving businesses to new heights.
🎬 This content was edited by Lifetime Value Media.
Do you ever feel like your boss just doesn't "get it"?
It's time to get on the same page and rebuild your working relationship from the ground up.
This episode breaks down a new perspective on "managing up" that prioritizes collaboration and mutual consideration over power struggles.
YOU'LL DISCOVER:
What managing up is and what is and what it isn't.
10 concrete tactics for managing up effectively
How managing your team shows you how to manage up
How gratitude can spark a positive cycle of engagement
Don't resign yourself to a toxic work relationship. Learn how to reset dynamics, reduce friction, and propel your career by mastering the art of managing up.
🎬 This content was edited by Lifetime Value Media.
Struggling to adapt to changes in your CS Leadership Role?
Feel like you’re always dealing with problems outside of your control?
Join Madelyn DePrey, Global VP of Customer Success at Aircall, as she shares her expertise on rising through the ranks to executive leadership by mastering change, overcoming victim mentality, and learning from sales to enhance customer success strategies. Discover the transformative power of building cross-functional relationships and resilience in this insightful episode.
BY THE TIME YOU FINISH LISTENING, YOU’LL LEARN:
Effective Strategies for Handling Change: How to embrace and navigate through changes in the tech industry with agility and confidence.
Overcoming Victim Mentality: Techniques to shift from a mindset of constraints to one of proactive problem-solving within customer success.
The Power of Cross-Functional Relationships: How building strong relationships with sales, product, and other departments can facilitate smoother operations and better outcomes in customer success.
Learning from Sales: What customer success can adopt from sales techniques, including top of the funnel strategies and objection handling, to enhance customer retention and satisfaction.
Building Resilience in Leadership: Strategies to develop resilience, helping you to not only survive but thrive through challenges and adversity in your career.
Tune in to transform how you view your role in customer success and accelerate your path to leadership.
Find Madelyn on LinkedIn here: https://www.linkedin.com/in/madelyn-deprey-29a91642/
🎬 This content was edited by Lifetime Value Media.
The Secret Weapon for Getting Raises and Promotions
00:27:34
Are you overlooking your biggest accomplishments?
Discover a powerful tool to help you track, quantify, and showcase your achievements - the accomplishment tracker. By spending just 15 minutes a week, you can avoid the pitfalls of recency bias and clearly demonstrate the value you bring to your company.
Here's what you'll learn:
Why we naturally underestimate our own accomplishments and the cognitive biases at play
How to set up an accomplishment tracker using the STAR method to quantify your impact
A step-by-step example of calculating the monetary value of process improvements
The psychological benefits of an accomplishment tracker, including increased motivation
Tips for leveraging your tracker for raises, promotions, and even job searches
The value of maintaining a "kudos folder" to overcome blind spots
Don't let your hard work go unnoticed. Listen now and start getting the recognition (and compensation) you truly deserve by tracking your achievements.
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.
Outsource Your Brain: Productivity Tools for Customer Success Professionals
00:41:41
More customer success leaders than ever report being overwhelmed by the never-ending demands of their careers. Are you?
In this episode of Psychology of Customer Success, Rachel reveals her favorite tools designed to help CS leaders stay organized and efficient - even when things are coming at you a million miles an hour!
Discover how to build faster knowledge centers, delegate tasks effortlessly, and leverage AI to ensure nothing slips through the cracks.
Get practical insights on using tools like Fathom Notetakerand Anthropic’s Claude, offering you the keys to a more focused and productive workday for maximum efficiency. Tune in and learn how to outsource your brain for maximum efficiency!
Chapters:
00:00:00 - Introduction
00:01:40 - My favorite tools
00:02:29 - Managing tasks
00:03:55 - Discovering Fathom Notetaker
00:08:24 - Superior AI with Claude
00:15:42 - Easy SOPs and knowledge center resources
00:23:34 - Outsource your brain with my favorite productivity tool
00:26:22 - Immediate focus on demand with this music app
00:27:39 - Wake up more easily and improve sleep quality
00:29:11 - The app that will make you happier in 5 mins a day
00:34:51 - Reflecting with a bullet journal
00:39:27 - Continuous learning - when you have no time
*********
If you like this content, please like or rate the show, and follow or subscribe so that you don't miss an episode!
For more information about Provan Success and Rachel, visit https://provansuccess.com
Gainsight's Easton Taylor on the Power of Human-First Leadership
00:47:02
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 economy
The 8 key ingredients of human-first leadership, including empathy, authenticity, and personalized experiences
How Gainsight's core values, including "childlike joy" and "Shoshin" (beginner's mind), shape their unique culture
Practical strategies for new leaders to build trust and transparency with their teams
The crucial role of psychology in developing effective leadership skills
How to maintain a human-first approach while driving results in challenging times
Don'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.
Onboard Yourself Like a Leader - The Ultimate 30-day Checklist
00:39:39
Are you starting a new CS leadership role and feeling overwhelmed?
Do you want to make a great first impression but don't know where to start?
Jump into this episode to discover a step-by-step guide for onboarding yourself in a new CS Leadership role. Learn how to prioritize tasks, build relationships, and how to set yourself up for long-term success while scoring some quick wins.
BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:
The critical actions to take before your first day to start strong
How to structure your first week for maximum impact and relationship-building
The key data points and metrics you need to master in your first month
Strategies for effective communication with your team and cross-functional partners
How to identify and execute quick wins without sacrificing long-term strategy
The art of creating and presenting a compelling 30-day insights report
Why reflection and flexibility are crucial to your onboarding success
Don't leave your success to chance. Tune in to learn how to take control of your onboarding process and set the stage for a thriving career at your new Company!
Helping Sells - Mastering the Art of Consultative Customer Success
00:47:30
Have you ever struggled to get customers to see things your way, even when you know you're right?
The problem might be that you're up against some powerful cognitive biases that impact how people process information and make decisions.
In this eye-opening episode, Rachel chats with Dan Smaida, author of "The Psychology of Advice" and an expert in using behavioral science to drive better communication and influence.
BY THE TIME YOU'LL FINISH LISTENING, YOU'LL DISCOVER:
The key cognitive biases that undermine your ability to sell and how to counteract them
Why asking the right questions at the right time is so much more powerful than just telling people what to do
The 3-step "consultative sequence" that builds trust and gets customers invested in your advice
Practical tips for proving the value of customer success to skeptical executives
Don't let cognitive biases sabotage your efforts to help customers. Tune in to learn how to leverage the science of influence for powerful results.
********* This episode was sponsored by Vitally.io
*********
🎬 This content was edited by Lifetime Value Media.
Just got that big promotion and now you're leading your former peers? Feeling overwhelmed by the sudden shift in responsibilities and relationships? It's time to equip yourself with the leadership skills you need to excel in your new role!
In this episode, we break down the crucial lessons every new leader needs to learn when transitioning from peer to manager. Drawing from real-world experiences and psychological insights, we'll guide you through the dos and don'ts of this challenging career move.
BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:
- The critical difference between being a top performer and being an effective leader - How to establish your authority without alienating your team - The art of delegation and why it's essential for your success (and sanity) - Strategies for handling difficult conversations and giving constructive feedback to former peers - The importance of building alliances with other managers and departments - Why playing to your team members' strengths is key to overall success - How to balance nurturing your team with meeting company objectives - The power of admitting mistakes and showing vulnerability as a leader
Don't stumble through your first leadership role - arm yourself with the knowledge and strategies you need to become the leader your team deserves. Tune in and take the first step towards leadership excellence!
🎬 This content was edited by Lifetime Value Media.
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