Psychology of 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 actually work! Join Rachel ProvanJoin Rachel Provan to learn the secrets of how people really make decisions, and how you can use this knowledge to help your customers succeed with your product. BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER: * Why humans don't operate logically (and what that means for getting buy-in) * The one question that transforms every customer interaction * How to use loss aversion to frame renewal conversations more effectively * Simple psychological tricks that can increase perceived value * The ethical difference between influence and manipulation  Stop wasting time with logical tactics that don’t work. Learn how to talk to customers in ways that make them take action and get the results they came for. 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com [https://www.lifetimevaluemedia.com] ++++NEW FREE RESOURCE++++ 💎 The Ultimate Onboarding Checklist for Customer Success Leaders [https://provansuccess.com/checklist] - The Step-by-Step Checklist to demonstrate your leadership, value, and strategic expertise. WORK WITH RACHEL: 🧑🏻‍🎓 The CS Leadership Academy [https://provansuccess.com/csla] CONNECT WITH RACHEL Follow at: LinkedIn [https://linkedin.com/in/rachelhprovan] TikTok [https://www.tiktok.com/@provansuccess?_t=8n4Wxrc8UMV&_r=1] YouTube [https://www.youtube.com/@provansuccess] WEBSITE https://provansuccess.com [https://provansuccess.com]

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! In this episode, we break down the crucial lessons every new leader needs to learn when transitioning from peer to manager. Drawing from real-world experiences and psychological insights, we'll guide you through the dos and don'ts of this challenging career move. BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER: - The critical difference between being a top performer and being an effective leader - How to establish your authority without alienating your team - The art of delegation and why it's essential for your success (and sanity) - Strategies for handling difficult conversations and giving constructive feedback to former peers - The importance of building alliances with other managers and departments - Why playing to your team members' strengths is key to overall success - How to balance nurturing your team with meeting company objectives - The power of admitting mistakes and showing vulnerability as a leader Don't stumble through your first leadership role - arm yourself with the knowledge and strategies you need to become the leader your team deserves. Tune in and take the first step towards leadership excellence! 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com [https://www.lifetimevaluemedia.com] ++++NEW FREE RESOURCE++++ 💎 The Ultimate Onboarding Checklist for Customer Success Leaders [https://provansuccess.com/checklist] - The Step-by-Step Checklist to demonstrate your leadership, value, and strategic expertise. WORK WITH RACHEL: 🧑🏻‍🎓 The CS Leadership Academy [https://provansuccess.com/csla] CONNECT WITH RACHEL Follow at: LinkedIn [https://linkedin.com/in/rachelhprovan] TikTok [https://www.tiktok.com/@provansuccess?_t=8n4Wxrc8UMV&_r=1] YouTube [https://www.youtube.com/@provansuccess] WEBSITE https://provansuccess.com [https://provansuccess.com]

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 [https://amzn.to/3Z2lAt1]" 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 [https://vitally.io/] *********  🎬 This content was edited by Lifetime Value Media.  Learn more at: https://www.lifetimevaluemedia.com [https://www.lifetimevaluemedia.com/]  🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com [https://www.lifetimevaluemedia.com] ++++NEW FREE RESOURCE++++ 💎 The Ultimate Onboarding Checklist for Customer Success Leaders [https://provansuccess.com/checklist] - The Step-by-Step Checklist to demonstrate your leadership, value, and strategic expertise. WORK WITH RACHEL: 🧑🏻‍🎓 The CS Leadership Academy [https://provansuccess.com/csla] CONNECT WITH RACHEL Follow at: LinkedIn [https://linkedin.com/in/rachelhprovan] TikTok [https://www.tiktok.com/@provansuccess?_t=8n4Wxrc8UMV&_r=1] YouTube [https://www.youtube.com/@provansuccess] WEBSITE https://provansuccess.com [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 [https://provansuccess.com/checklist] ********* This episode was sponsored by Vitally.io [https://vitally.io/] *********    🎬 This content was edited by Lifetime Value Media.  Learn more at: https://www.lifetimevaluemedia.com [https://www.lifetimevaluemedia.com]  🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com [https://www.lifetimevaluemedia.com] ++++NEW FREE RESOURCE++++ 💎 The Ultimate Onboarding Checklist for Customer Success Leaders [https://provansuccess.com/checklist] - The Step-by-Step Checklist to demonstrate your leadership, value, and strategic expertise. WORK WITH RACHEL: 🧑🏻‍🎓 The CS Leadership Academy [https://provansuccess.com/csla] CONNECT WITH RACHEL Follow at: LinkedIn [https://linkedin.com/in/rachelhprovan] TikTok [https://www.tiktok.com/@provansuccess?_t=8n4Wxrc8UMV&_r=1] YouTube [https://www.youtube.com/@provansuccess] WEBSITE https://provansuccess.com [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 [https://vitally.io/] *********    🎬 This content was edited by Lifetime Value Media.  Learn more at: https://www.lifetimevaluemedia.com [https://www.lifetimevaluemedia.com/]  🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com [https://www.lifetimevaluemedia.com] ++++NEW FREE RESOURCE++++ 💎 The Ultimate Onboarding Checklist for Customer Success Leaders [https://provansuccess.com/checklist] - The Step-by-Step Checklist to demonstrate your leadership, value, and strategic expertise. WORK WITH RACHEL: 🧑🏻‍🎓 The CS Leadership Academy [https://provansuccess.com/csla] CONNECT WITH RACHEL Follow at: LinkedIn [https://linkedin.com/in/rachelhprovan] TikTok [https://www.tiktok.com/@provansuccess?_t=8n4Wxrc8UMV&_r=1] YouTube [https://www.youtube.com/@provansuccess] WEBSITE https://provansuccess.com [https://provansuccess.com]