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 ac...
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 ...
Send us a Text Message. 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 proce...
Send us a Text Message. 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...
Send us a Text Message. 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 im...
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 t...
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 ...
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 pitfal...
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 r...
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...
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 loyalt...
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 w...
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 quest...
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 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 beli...
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 a...
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 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...
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 misunderstan...
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, ...
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 ...
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...
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 fasc...
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 ...