Psychology of Customer Success
Humans don’t think and act like computers. So why are you setting your CS strategy based solely on logic?
Join Customer Success Expert turned Brain-based CS Leadership and Strategy Coach, Rachel Provan, each Wednesday as she pulls back the curtain on how to use Cognitive, Behavioral, and Evolutionary psychology to create positive influence with your customers, and your internal teams.
So if you want to unlock customer-led growth, get buy-in from the C-suite, and skyrocket your career - this show is for you.
Episodes
27 episodes
Mind Games: Using Psychology to Boost Customer Success
Have you ever wondered why your customers say they want a result - and then don’t do ANY of the things you tell them to?No, it’s not that they’re lazy or bad-fit customers…You're just not speaking to the way human brains...
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Season 1
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Episode 26
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45:14
When You’re Promoted Above Your Peers
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!<...
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Season 1
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Episode 25
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34:22
Helping Sells - Mastering the Art of Consultative 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.
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Season 1
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Episode 24
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46:05
Onboard Yourself Like a Leader - The Ultimate 30-day Checklist
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 your...
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Season 1
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Episode 23
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38:14
Gainsight's Easton Taylor on the Power of Human-First Leadership
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 huma...
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Season 1
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Episode 22
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45:37
Outsource Your Brain: Productivity Tools for Customer Success Professionals
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 d...
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Season 1
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Episode 21
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40:16
The Hidden Cost of Task Switching
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 s...
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26:01
The Secret Weapon for Getting Raises and Promotions
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 pitfal...
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Season 1
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Episode 18
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26:09
What it Takes to Make it to Executive Leadership
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 ...
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Season 1
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Episode 17
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44:18
How to "Manage Up"
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 per...
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Season 1
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Episode 16
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20:38
The Loyalty Trap: Are You Fooling Yourself?
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...
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Season 1
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Episode 15
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39:29
The Psychology of Customer Onboarding
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...
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Season 1
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Episode 14
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28:38
How to Improve Employee Morale (When You Can't Give Them A Raise!)
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 matter...
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Season 1
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Episode 13
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28:37
Why your SMART goals aren't working
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 motivatin...
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Season 1
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Episode 12
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31:12
It's a Trap! (a.k.a. "My CEO LOVES Customer Success")
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 wh...
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34:20
What Your Customers Aren't Telling You
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 psycholo...
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Season 1
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Episode 11
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45:53
The Language of the Executive Suite
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?
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20:21
Dealing with Imposter Syndrome
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 k...
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Season 1
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Episode 9
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26:32
You Don't Know What You Don't Know
Why You Know Less Than You Think: Cognitive Biases in Customer SuccessJoin me as we explore the Dunning-Kruger effect, a cognitive bias that can impact customer success. Discover how overestimating abilities and misunderstandi...
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Season 1
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Episode 8
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26:36
Giving Negative Feedback Without Destroying Morale
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 ...
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Season 1
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Episode 7
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30:41
Let's Talk Failure - and why you need it!
Failure happens to all of us. 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 differentia...
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Season 1
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Episode 6
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27:07
The Mental Blocks Around the Customer Journey
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 ...
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Season 1
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Episode 4
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23:05
The Essential Mindset Shifts for Successful Leadership
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...
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Season 1
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Episode 5
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23:25