Every decision goes through emotional processing.

How we feel about something at heart is way more important and impactful than what we think about something.

So we need to lead with the heart and rationalize with logic.

Ed Powers, a principal consultant at Service Excellence, joins Josh Schachter for an unchurned conversation about how customer success teams can use psychology to manage expectations, build trust, and drive customer success.

Josh & Ed discuss
- The danger of assuming others understand us
- Creating shared accountability and understanding; setting expectations
-  Emotions drive decisions
- The need for Efficiency, Effectiveness, and Exposure

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