Episode 02 | The Human Problem with 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, 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:
- Why your customers can't absorb all the information you're giving them
- The reason many Founder/CEOs struggle to understand the value of Customer Success.
- How to drive adoption by understanding Dopamine and Habit Formation
OTHER LINKS MENTIONED IN THIS EPISODE:
Mini Habits - Steven Guise
Atomic Habits - James Clear
The Power of Habit - Charles Duhigg
CONNECT WITH RACHEL
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WEBSITE
https://provansuccess.com
WORK WITH RACHEL:
00:00 - Introduction
01:11 - CS Strategy and Human Complexity
03:02 - Human logic vs Computer logic
04:29 - Schemas and Perspectives
05:28 - Filtering and Distorting Information
06:24 - Attention and Retention
09:47 - Understanding Customer Desired Outcomes
10:46 - Balancing Customer and Company Needs
12:43 - Dealing with Multiple Customer Outcomes
13:39 - Resistance to Change
15:08 - Motivating Customers and Coordinating Stakeholders
31:03 - Breaking Down Habit Formation
35:45 - Small Bites and Rewards