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.
- Update frequency
- every 10 days
- Average duration
- 31 minutes
- Episodes
- 28
- Years Active
- 2023 - 2025
From Junk Drawer to Revenue Engine: How Psychology Transforms CS Teams
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?
Ro…
Mind Games: Using Psychology to Boost Customer Success
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…
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 sk…
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 proc…
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 fo…
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 …
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…
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 significa…
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…
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 s…
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 brea…
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 l…
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 onboardi…
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?…
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 settin…
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 …
What Your Customers Aren't Telling You
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. B…
The Language of the Executive Suite
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, …
Dealing with Imposter Syndrome
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 e…
You Don't Know What You Don't Know
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 a…