18 episodes
Psychology of Customer Success Rachel Provan
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- Business
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5.0 • 8 Ratings
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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.
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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 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 effectivelyHow managing your team shows you how to manage upHow gratitude can spark a positive cycle of engagementDon'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 RESOURCE
The Focus Formula - How to make measurable progress on your CS Strategy every single day.
CONNECT WITH RACHEL
Follow at:
LinkedIn
Instagram
WEBSITE
https://provansuccess.com
SUBMIT COMMENTS ON THE PODCAST WEBSITE
https://psychologyofcustomersuccess.com
WORK WITH RACHEL:
CS Leadership Academy -
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 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 loyalsHow to identify which type of loyal customers you have, and why that distinction is so importantPractical strategies for turning limited loyal customers into highly engaged, "lucrative" loyal customersWhy 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 RESOURCE
The Focus Formula - How to make measurable progress on your CS Strategy every single day.
CONNECT WITH RACHEL
Follow at:
LinkedIn
Instagram
WEBSITE
https://provansuccess.com
SUBMIT COMMENTS ON THE PODCAST WEBSITE
https://psychologyofcustomersuccess.com
WORK WITH RACHEL:
CS Leadership Academy -
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 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 softwareWhy long implementation times, one-size-fits-all training, and information overload can sabotage your onboarding effortsThe science behind the Ebbinghaus Forgetting Curve and how to combat it using spaced repetition and emotional engagementHow to identify the "first value" moment for your customers and why it's the true end of onboardingPractical tips for creating an effective onboarding process, including kickoff calls, targeted training, and a comprehensive knowledge centerDon'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 RESOURCE
The Focus Formula - How to make measurable progress on your CS Strategy every single day.
CONNECT WITH RACHEL
Follow at:
LinkedIn
Instagram
WEBSITE
https://provansuccess.com
SUBMIT COMMENTS ON THE PODCAST WEBSITE
https://psychologyofcustomersuccess.com
WORK WITH RACHEL:
CS Leadership Academy -
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 matters - no question about it. But it's only a small piece of what actually impacts job performance.
Now I'm not saying to be cheap! Pay your people as well as you possibly can!
But if you're getting no wiggle room from the C-Suite on budget - that doesn't have to mean your team will automatically stop trying. Other things matter too. People WANT to feel motivated. Come find out how.
BY THE TIME YOU FINISH LISTENING, YOU’LL DISCOVER:
How to avoid resentment during "Do more with... (you know.)"The career development hack that gets employees taking work off your plate - and thank you for it!The human-first leadership techniques that tripled the effectiveness of my CS teams within the first six months.
When you finish listening, I'd love to hear your biggest takeaway from today's episode.
Tag me in a post on LinkedIn and let me hear what you learned!
NEW FREE RESOURCE
The Focus Formula - How to make measurable progress on your CS Strategy every single day.
CONNECT WITH RACHEL
Follow at:
LinkedIn
Instagram
WEBSITE
https://provansuccess.com
SUBMIT COMMENTS ON THE PODCAST WEBSITE
https://psychologyofcustomersuccess.com
WORK WITH RACHEL:
CS Leadership Academy -
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 motivating, achievable, and relevant to the priorities of CS professionals.
Are SMART goals stupid?
Do you struggle to stay motivated by SMART goals?
Well, there's a reason for that.
SMART goals may not always be the best fit for the human brain and creative thinking.
We'll dig into how to set goals that resonate with your brain's natural way of thinking, to keep you motivated, and making progress every day.
BY THE TIME YOU FINISH LISTENING, YOU’LL KNOW: :
How the structure of SMART goals can hinder creative thinking.The need for natural language and simplicity in goal setting.Questions to ask yourself to ensure your goals are aligned with your top priorities.The importance of emotion and motivation in achieving your goals.Plus, how setting goals for yourself should be DIFFERENT than setting goals for your team!
Resources mentioned in the episode: goblin.tools
NEW FREE RESOURCE
The Focus Formula - How to make measurable progress on your CS Strategy every single day.
CONNECT WITH RACHEL
Follow at:
LinkedIn
Instagram
WEBSITE
https://provansuccess.com
SUBMIT COMMENTS ON THE PODCAST WEBSITE
https://psychologyofcustomersuccess.com
WORK WITH RACHEL:
CS Leadership Academy -
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 what if this belief is based on a misunderstanding?
This episode dives into the dangers of assuming your CEO's initial enthusiasm equates to ongoing support and how this can lead to the unexpected loss of your CS department.
BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:
How cognitive biases like hyperbolic discounting and ambiguity aversion can lead to underinvestment in customer success.Psychological tools to counteract those cognitive biases (including one that's ethically questionable)Practical strategies to continuously demonstrate the value of customer success to the C-suite and secure their buy-in.
Don't let assumptions derail your customer success efforts.
Tune in to learn how to ensure your CEO's support translates into real investment and long-term success.
Links:
Verified Outcomes Presentation - check out this slide in particular
Article on Ebitda
Linkedin Post on Article for context
Priming
NEW FREE RESOURCE
The Focus Formula - How to make measurable progress on your CS Strategy every single day.
CONNECT WITH RACHEL
Follow at:
LinkedIn
Instagram
WEBSITE
https://provansuccess.com
SUBMIT COMMENTS ON THE PODCAST WEBSITE
https://psychologyofcustomersuccess.com
WORK WITH RACHEL:
CS Leadership Academy
Customer Reviews
Amazing podcast for CS professionals
This is an amazing podcast for everybody working in CS. I only listened to the first episode and I can’t wait to listen to the next one. I also said yes to everybody to please my colleagues when I started as a CSM and my workload was too much. Rachel offers a great advice on how to say no to somebody without upsetting them. She also gives great insights how the helper personality can be managed successfully in Customer Success.
Amazing show
It’s so great to hear how we can actually use psychology and speak to the subconscious mind to help our customers.
Common sense advice from the best!
Rachel is a no fluff, no nonsense leadership coach who has proven ways of getting others to achieve high results. This podcast is so needed! Rachel clearly speaks of mindset shifts and actions leaders need to take to grow their teams. Wonderful podcast!
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