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 …
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 …
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 …
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...
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...
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...
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, ...
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 …
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 …
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 …