Psychology of Customer Success

Rachel Provan
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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.   

  1. 9 DE OUT.

    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!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 ...

    36min

  2. 28 DE AGO.

    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.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 tha...

    48min

  3. 14 DE AGO.

    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 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...

    40min

  4. 31 DE JUL.

    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 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 DI...

    47min

  5. 17 DE JUL.

    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 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 pract...

    42min

  6. 26 DE JUN.

    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 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...

    27min

  7. 12 DE JUN.

    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 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 playHow to set up an accomplishment tracker using the STAR method to...

    28min

  8. 15 DE MAI.

    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 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 e...

    46min
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Sobre

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.   

Informações

  • Criado por
    Rachel Provan
  • Anos de atividade
    2023 - 2024
  • Episódios
    26
  • Classificação
    Explícito
  • Copyright
    © 2024 Psychology of Customer Success
  • Site do podcast
    Psychology of Customer Success

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