Psychology of Customer Success

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. 

Learn more at: https://www.lifetimevaluemedia.com 

NEW FREE RESOURCES

💎 The Ultimate Onboarding Checklist for Customer Success Leaders - The Step-by-Step Checklist to demonstrate your leadership, value, and strategic expertise.

💎 The Focus Formula - How to make measurable progress on your CS Strategy every single day.


WORK WITH RACHEL:

🧑🏻‍🎓 The CS Leadership Academy

CONNECT WITH RACHEL

Follow at:

LinkedIn
TikTok
YouTube

WEBSITE

https://provansuccess.com

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!

DOWNLOAD THE CHECKLIST HERE

*********

This episode was sponsored by Vitally.io

********* 

🎬 This content was edited by Lifetime Value Media. 

Learn more at: https://www.lifetimevaluemedia.com 

NEW FREE RESOURCES

💎 The Ultimate Onboarding Checklist for Customer Success Leaders - The Step-by-Step Checklist to demonstrate your leadership, value, and strategic expertise.

💎 The Focus Formula - How to make measurable progress on your CS Strategy every single day.


WORK WITH RACHEL:

🧑🏻‍🎓 The CS Leadership Academy

CONNECT WITH RACHEL

Follow at:

LinkedIn
TikTok
YouTube

WEBSITE

https://provansuccess.com

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.

*********

This episode was sponsored by Vitally.io

********* 

🎬 This content was edited by Lifetime Value Media. 

Learn more at: https://www.lifetimevaluemedia.com 

NEW FREE RESOURCES

💎 The Ultimate Onboarding Checklist for Customer Success Leaders - The Step-by-Step Checklist to demonstrate your leadership, value, and strategic expertise.

💎 The Focus Formula - How to make measurable progress on your CS Strategy every single day.


WORK WITH RACHEL:

🧑🏻‍🎓 The CS Leadership Academy

CONNECT WITH RACHEL

Follow at:

LinkedIn
TikTok
YouTube

WEBSITE

https://provansuccess.com

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 Notetaker and 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

Find Rachel on LinkedIn: https://www.linkedin.com/in/rachelhprovan/ 

Mentioned in this episode: 

Fathom Notetaker

Claude by Anthropic

Loom

Scribe

Brain.fm

Trello

Goblin Tools

Five Minute Journal App

Mind Tools

Bullet Journal

 
This episode was sponsored by Vitally.io

********* 

🎬 This content was edited by Lifetime Value Media. 

Learn more at: https://www.lifetimevaluemedia.com 

NEW FREE RESOURCES

💎 The Ultimate Onboarding Checklist for Customer Success Leaders - The Step-by-Step Checklist to demonstrate your leadership, value, and strategic expertise.

💎 The Focus Formula - How to make measurable progress on your CS Strategy every single day.


WORK WITH RACHEL:

🧑🏻‍🎓 The CS Leadership Academy

CONNECT WITH RACHEL

Follow at:

LinkedIn
TikTok
YouTube

WEBSITE

https://provansuccess.com

 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 

NEW FREE RESOURCES

💎 The Ultimate Onboarding Checklist for Customer Success Leaders - The Step-by-Step Checklist to demonstrate your leadership, value, and strategic expertise.

💎 The Focus Formula - How to make measurable progress on your CS Strategy every single day.


WORK WITH RACHEL:

🧑🏻‍🎓 The CS Leadership Academy

CONNECT WITH RACHEL

Follow at:

LinkedIn
TikTok
YouTube

WEBSITE

https://provansuccess.com

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! 

NEW FREE RESOURCES

💎 The Ultimate Onboarding Checklist for Customer Success Leaders - The Step-by-Step Checklist to demonstrate your leadership, value, and strategic expertise.

💎 The Focus Formula - How to make measurable progress on your CS Strategy every single day.


WORK WITH RACHEL:

🧑🏻‍🎓 The CS Leadership Academy

CONNECT WITH RACHEL

Follow at:

LinkedIn
TikTok
YouTube

WEBSITE

https://provansuccess.com

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/

NEW FREE RESOURCES

💎 The Ultimate Onboarding Checklist for Customer Success Leaders - The Step-by-Step Checklist to demonstrate your leadership, value, and strategic expertise.

💎 The Focus Formula - How to make measurable progress on your CS Strategy every single day.


WORK WITH RACHEL:

🧑🏻‍🎓 The CS Leadership Academy

CONNECT WITH RACHEL

Follow at:

LinkedIn
TikTok
YouTube

WEBSITE

https://provansuccess.com

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.

NEW FREE RESOURCES

💎 The Ultimate Onboarding Checklist for Customer Success Leaders - The Step-by-Step Checklist to demonstrate your leadership, value, and strategic expertise.

💎 The Focus Formula - How to make measurable progress on your CS Strategy every single day.


WORK WITH RACHEL:

🧑🏻‍🎓 The CS Leadership Academy

CONNECT WITH RACHEL

Follow at:

LinkedIn
TikTok
YouTube

WEBSITE

https://provansuccess.com

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.

NEW FREE RESOURCES

💎 The Ultimate Onboarding Checklist for Customer Success Leaders - The Step-by-Step Checklist to demonstrate your leadership, value, and strategic expertise.

💎 The Focus Formula - How to make measurable progress on your CS Strategy every single day.


WORK WITH RACHEL:

🧑🏻‍🎓 The CS Leadership Academy

CONNECT WITH RACHEL

Follow at:

LinkedIn
TikTok
YouTube

WEBSITE

https://provansuccess.com

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.

NEW FREE RESOURCES

💎 The Ultimate Onboarding Checklist for Customer Success Leaders - The Step-by-Step Checklist to demonstrate your leadership, value, and strategic expertise.

💎 The Focus Formula - How to make measurable progress on your CS Strategy every single day.


WORK WITH RACHEL:

🧑🏻‍🎓 The CS Leadership Academy

CONNECT WITH RACHEL

Follow at:

LinkedIn
TikTok
YouTube

WEBSITE

https://provansuccess.com