Psychology of Customer Success

Wouldn't it be nice if customers would just do what we tell them to do so they can get what they say they want? Unfortunately, humans don't work that way.  For better and worse, we're much more complicated.  Dive into the fascinating fields of behavioral economics, neuroscience, and cognitive behavioral psychology to understand why people do the things they do, what motivates them,...

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 differentiate between a fixed mindset and a growth mindset, and uncover sneaky signs that a fixed mindset holding you back in both your personal and professional life. Embrace a...

Tired of being treated like the company's junk drawer? Frustrated that executives don't see the strategic value of your CS team? Struggling to get buy-in for the resources and respect you deserve?   Rob Zambito, founder of Success Scaled Consulting and three-time VP of Customer Success, joins us to reveal how behavioral psychology transforms CS teams from reactive everything departments...

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 succ...

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 ex...

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 d...

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...

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,...

  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 effortl...

 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 actionabl...

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...

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...

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...

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 differe...

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...

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!...

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&ap...

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...

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 psychological foundations behind his method, inspiring CS leaders to adopt a more human-centered approach in their conversations. Have you ever been blindsided by a cus...

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? If this sounds familiar, you might be missing a crucial tool in your arsenal: strategic presentations.  But it's not just about the slides; it's about underst...

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 know everything can be overwhelming. Thankfully, none of those things are actually necessary.    Let's explore effective strategies to overcome imposter syndr...

Why You Know Less Than You Think: Cognitive Biases in Customer Success Join me as we explore the Dunning-Kruger effect, a cognitive bias that can impact customer success. Discover how overestimating abilities and misunderstanding customer needs can lead to challenges in the CS field.  But what happens when we realize we don't know as much as we thought? Stay tuned to find out. In this episode...

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 avoiding it, and a proven (Provan?) framework for delivering it in a way that gets results without sending the other person into a shame spiral or being wishy-washy.   Takeawa...

Are you afraid to say no because you feel that you will come off  as self-important or "not a team player"? Do you say yes to everything that people throw at you and believe you'll find a way to get it all done? If this rings a bell, you may have a "Helper Personality", as many in Customer Success do.  It's a great quality to have, but like any strength, it also has a...

Do you feel completely overburdened with work - but can't begin to imagine how to show someone else how to do it? Worried it won't get done correctly and you will be blamed? Learn how to stop choosing short term benefit over long term success in this episode: It's just easier if I do it... BY THE TIME YOU FINISH LISTENING, YOU’LL DISCOVER:  How to delegate tasks in a way that your t...