Psychology of Customer Success

Latest Episodes:

The Secret Weapon for Getting Raises and Promotions Jun 12, 2024

Show notes

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.
Download the FREE Accomplishment Tracker!

++++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 ACADEMY
Applications are currently open for CS leaders looking to level up - but our cohorts fill up fast!

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What it Takes to Make it to Executive Leadership May 15, 2024

Show notes

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/

++++ATTENTION++++
Ready to stop figuring out CS leadership the hard way?

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https://provansuccess.com

How to "Manage Up" May 01, 2024

Show notes

Managing up isn't what you think...
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.

++++ATTENTION++++
Ready to stop figuring out CS leadership the hard way?

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The Loyalty Trap: Are You Fooling Yourself? Apr 17, 2024

Show notes

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!
Find Ali Cudby
Alignmint for Growth
Linkedin
About 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.

++++ATTENTION++++
Ready to stop figuring out CS leadership the hard way?

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The Psychology of Customer Onboarding Apr 10, 2024

Show notes

Is your onboarding process falling flat?
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.

++++ATTENTION++++
Ready to stop figuring out CS leadership the hard way?

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How to Improve Employee Morale (When You Can't Give Them A Raise!) Mar 27, 2024

Show notes

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!

++++ATTENTION++++
Ready to stop figuring out CS leadership the hard way?

CONNECT WITH RACHEL
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WEBSITE

https://provansuccess.com

Why your SMART goals aren't working Mar 20, 2024

Show notes

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!

Resources mentioned in the episode: goblin.tools

++++ATTENTION++++
Ready to stop figuring out CS leadership the hard way?

CONNECT WITH RACHEL
Follow at:
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WEBSITE

https://provansuccess.com

It's a Trap! (a.k.a. "My CEO LOVES Customer Success") Mar 13, 2024

Show notes

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.
Links:
Verified Outcomes Presentation - check out this slide in particular
Article on Ebitda
Linkedin Post on Article for context
Priming

++++ATTENTION++++
Ready to stop figuring out CS leadership the hard way?

CONNECT WITH RACHEL
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WEBSITE

https://provansuccess.com

What Your Customers Aren't Telling You Mar 06, 2024

Show notes

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.
Resources mentioned in this episode:
https://www.boblondon.co/ - Bob London’s Website

https://www.linkedin.com/in/boblondon/ - Bob London’s LinkedIn Profile https://www.oscartrimboli.com/podcasts/ - Oscar Trimboli's Podcast
https://www.audible.com/pd/Youre-Not-Listening-Audiobook/1250263727 - Kate Murphy’s You’re Not Listening (AudioBook)

++++ATTENTION++++
Ready to stop figuring out CS leadership the hard way?

CONNECT WITH RACHEL
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WEBSITE

https://provansuccess.com

The Language of the Executive Suite Feb 28, 2024

Show notes

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.

++++ATTENTION++++
Ready to stop figuring out CS leadership the hard way?

CONNECT WITH RACHEL
Follow at:
LinkedIn
YouTube

WEBSITE

https://provansuccess.com

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