Psychology of Customer Success

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: is isn't.10 concrete tacticsDon'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

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: 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

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: Don'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

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: tripled the effectiveness 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

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: : 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

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: including one that's ethically questionable 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

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 customer churning? It’s not that your health score needs adjusting (again) or that they were being dishonest. You just weren’t asking the RIGHT QUESTIONS Join us for the first guest episode of “Psychology of Customer Success” and learn Bob London’s psychology-based method for getting the full story out of your customers, so you can understand their pain points, and highest priorities to provide the best guidance on how they can leverage your product to produce the outcomes their business needs - NOW. BY THE TIME YOU FINISH LISTENING, YOU’LL DISCOVER When you finish listening, I'd love to hear your biggest takeaway from today’s episode. Share a post on LinkedIn and tag me (@Rachel Haynes Provan) and @Bob London! While you’re there, make sure you follow me on LinkedIn so you can see behind the scenes of how I built and scaled World-Class CS departments for over 15 years, and how you can too. Resources mentioned in this episode: https://www.boblondon.co/ - Bob London’s Website https://www.linkedin.com/in/boblondon/ - Bob London’s LinkedIn Profile https://www.oscartrimboli.com/podcasts/ - Oscar Trimboli's Podcast https://www.audible.com/pd/Youre-Not-Listening-Audiobook/1250263727 - Kate Murphy’s You’re Not Listening (AudioBook) 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

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 understanding the psychology behind effective communication with senior leadership based on their point of view In this episode, we dive into the common pitfalls CS leaders face when communicating with the C-suite and how a well-crafted visual aid, combined with psychological insights, can make all the difference. BY THE TIME YOU FINISH LISTENING, YOU’LL DISCOVER: Don't let your valuable insights go unheard! Tune in to learn how to elevate your communication game and get the C-suite on board with your Customer Success initiatives, using the power of psychology. 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

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 syndrome and step into your role with confidence and authenticity. In this episode, you'll discover: · Overcoming imposter syndrome empowers leaders to thrive authentically. · Embracing vulnerability fosters genuine connections and personal growth. · Mastering soft skills amplifies leadership effectiveness and team dynamics. · Conquering negative thoughts cultivates a resilient and empowered mindset. · Curbing social media usage enhances self-esteem and mental well-being. You can't mentally beat yourself into success. The resources mentioned in this episode are: · Download the accomplishment tracker from the Provan Success website to track your wins and boost your confidence. · Learn the best ways to use it in this article · Join the waitlist for the next round of CS Leadership Academy, opening for registration on February 15, 2024, to supercharge your CS Leadership and Strategy using Human Psychology 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 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, you'll discover: 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

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. Takeaways for You: OTHER LINKS MENTIONED IN THIS EPISODE: Crucial Confrontations (now called Crucial Accountability) - - Patterson, Grenny, Maxfield, McMillan, and Switzler Crucial Conversations - Patterson, Grenny, Maxfield, McMillan, and Switzler Never Split the Difference (Also great on audiobook!) - Chris Voss Feedback Framework - a quick reference sheet 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

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 fresh perspective on failure, seeing it not as a setback, but as a vital stepping stone to success. Come learn to approach challenges with curiosity, openness to new experiences, and resilience against setbacks. This episode also highlights the crucial distinction between your self-worth and your failures, empowering you to define your worth independently of your setbacks. By the end, you'll be equipped to view failures as valuable experiments and embrace change as a key driver of growth. Takeaways for You: OTHER LINKS MENTIONED IN THIS EPISODE: Mindset - Carol Dweck 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

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 dark side that leads to burnout, resentment, and ineffectiveness. Learn the key strategies you need to make the most of this personality type AND improve your CS department in the process! BY THE TIME YOU FINISH LISTENING, YOU’LL DISCOVER: 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

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, and how to use that to create positive outcomes for your customers, your company, and yourself. BY THE TIME YOU FINISH LISTENING, YOU’LL KNOW: OTHER LINKS MENTIONED IN THIS EPISODE: Mini Habits - Steven Guise Atomic Habits - James Clear The Power of Habit - Charles Duhigg 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

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: Grab the template here!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

Want to know a secret? Setting your CS strategy is the easy part! What often prevents MOST CS leaders from achieving the results and recognition they hope for is their mindset. We'll dive into what the heck mindset is, how it affects your results, and how it needs to change as you move from an individual contributor to a leader. BY THE TIME YOU FINISH LISTENING, YOU’LL KNOW: key differenceslet go of perfectionismto untwist your thinkingbuild confidence and beat imposter syndromeNEW 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

Have you struggled to find best practices on the customer journey? Or perhaps your CEO says you have one already - but when you look it's all about the pre-sales cycle... It turns out there are a few small - kind of stupid - reasons it's such a struggle. You'll learn the limitations of traditional customer journeys that focus on the company's perspective rather than the customer's required outcomes. We'll dig into the concept of Customer Value Realization Maps, which involves considering every step BOTH the customer and your company need to take to achieve the results necessary to produce retention, expansion, and advocacy. BY THE TIME YOU FINISH LISTENING, YOU’LL KNOW: 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

Humans don't think or behave like computers. You can't just run a command and get them to do what you want them to do. So why are you still basing your CS strategy based solely on logic? I'm Rachel Provan, CS Leadership Coach, Award Winning CS Strategist, and Certified Psych Nerd. I teach CS leaders how to build and scale world-class CS departments using a combination of strategy, leadership, and mindset, using my secret weapon, psychology. Come join me every Wednesday for Psychology of Customer Success, where we'll dive into why people do the things they do, what motivates them, and the effect that has on your CS strategy, team dynamics, and executive presence. We'll dig into subjects like the helper personality, how thought error is like, it's just easier if I do it, keep your department stuck in reactive mode, and how cognitive bias can really screw up your customer journey, plus much more. Make sure to subscribe on Apple, Spotify, or wherever you listen to podcasts, and make sure to share it with your CS bestie. Talk soon, and here's to your success. New Episodes Dropping Early 2024 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