Psychology of Customer Success

Latest Episodes:

Dealing with Imposter Syndrome Feb 07, 2024

Show notes

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.
· Learn the best ways to use it in this article

· Join the waitlist for the next round of CS Leadership Academy, opening for registration on February 15, 2024, to supercharge your CS Leadership and Strategy using Human Psychology

++++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!

CONNECT WITH RACHEL
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WEBSITE

https://provansuccess.com

You Don't Know What You Don't Know Jan 31, 2024

Show notes

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

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

CONNECT WITH RACHEL
Follow at:
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WEBSITE

https://provansuccess.com

Giving Negative Feedback Without Destroying Morale Jan 24, 2024

Show notes

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.

Takeaways for You:

Why the brain goes haywire in these situations
Caring About Employees vs. Being Liked
How to establish psychological safety
The secret to framing your criticisms correctly
Highlighting invisible consequences

OTHER LINKS MENTIONED IN THIS EPISODE:
Crucial Confrontations (now called Crucial Accountability) - - Patterson, Grenny, Maxfield, McMillan, and Switzler
Crucial Conversations - Patterson, Grenny, Maxfield, McMillan, and Switzler
Never Split the Difference (Also great on audiobook!) - Chris Voss
Feedback Framework - a quick reference sheet

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

CONNECT WITH RACHEL
Follow at:
LinkedIn
YouTube

WEBSITE

https://provansuccess.com

The Mental Blocks Around the Customer Journey Jan 10, 2024

Show notes

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?

CONNECT WITH RACHEL
Follow at:
LinkedIn
YouTube

WEBSITE

https://provansuccess.com

The Essential Mindset Shifts for Successful Leadership Jan 10, 2024

Show notes

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

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

CONNECT WITH RACHEL
Follow at:
LinkedIn
YouTube

WEBSITE

https://provansuccess.com

It's Just Easier If I Do It Jan 10, 2024

Show notes

Do you feel completely overburdened with work - but can't begin to imagine how to show someone else how to do it?
Worried it won't get done correctly and you will be blamed?
Learn how to stop choosing short term benefit over long term success in this episode:
It's just easier if I do it...
BY THE TIME YOU FINISH LISTENING, YOU’LL DISCOVER:

How to delegate tasks in a way that your team will thank you for
What to delegate - and what to keep for yourself
How to create a culture of empowerment
The foolproof template I've used to delegate for over ten years
Grab the template here!

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

CONNECT WITH RACHEL
Follow at:
LinkedIn
YouTube

WEBSITE

https://provansuccess.com

The Helper Personality Jan 10, 2024

Show notes

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

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

CONNECT WITH RACHEL
Follow at:
LinkedIn
YouTube

WEBSITE

https://provansuccess.com

Welcome to Psychology of Customer Success by Rachel Provan Dec 17, 2023

Show notes

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?

CONNECT WITH RACHEL
Follow at:
LinkedIn
YouTube

WEBSITE

https://provansuccess.com