Psychology of Customer Success

Jul 17 2024 5
Psychology of Customer Success Podcast artwork

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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Outsource Your Brain: Productivity Tools for Customer Success Professionals

Jul 17 2024 41 mins  
Send us a Text Message. 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 knowled

The Hidden Cost of Task Switching

Jun 26 2024 26 mins  
Send us a Text Message. 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

The Secret Weapon for Getting Raises and Promotions

Jun 12 2024 26 mins  
Send us a Text Message.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

What it Takes to Make it to Executive Leadership

May 15 2024 44 mins  
Send us a Text Message.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 cus

How to "Manage Up"

May 01 2024 20 mins  
Send us a Text Message.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 wha

The Loyalty Trap: Are You Fooling Yourself?

Apr 17 2024 39 mins  
Send us a Text Message.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 Psychology of Customer Onboarding

Apr 10 2024 28 mins  
Send us a Text Message.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

How to Improve Employee Morale (When You Can't Give Them A Raise!)

Mar 27 2024 28 mins  
Send us a Text Message.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

Why your SMART goals aren't working

Mar 20 2024 31 mins  
Send us a Text Message.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 mot

It's a Trap! (a.k.a. "My CEO LOVES Customer Success")

Mar 13 2024 34 mins  
Send us a Text Message.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 suppor