What Your Customers Aren't Telling You
03/06/24 • 45 min
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
- How to stop talking AT your customers and start understanding THEM (and why that’s harder than you might think!)
- Why you should “Go Deckless” at your next business review
- What kinds of questions to ask to unlock the full story of your customer retention and expansion opportunities - as well as unearth hidden risk factors
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)
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com
++++NEW FREE RESOURCE++++
💎 The Ultimate Onboarding Checklist for Customer Success Leaders - The Step-by-Step Checklist to demonstrate your leadership, value, and strategic expertise.
WORK WITH RACHEL:
🧑🏻🎓 The CS Leadership Academy
CONNECT WITH RACHEL
Follow at:
LinkedInTikTokInstagramYouTube
WEBSITE
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
- How to stop talking AT your customers and start understanding THEM (and why that’s harder than you might think!)
- Why you should “Go Deckless” at your next business review
- What kinds of questions to ask to unlock the full story of your customer retention and expansion opportunities - as well as unearth hidden risk factors
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)
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com
++++NEW FREE RESOURCE++++
💎 The Ultimate Onboarding Checklist for Customer Success Leaders - The Step-by-Step Checklist to demonstrate your leadership, value, and strategic expertise.
WORK WITH RACHEL:
🧑🏻🎓 The CS Leadership Academy
CONNECT WITH RACHEL
Follow at:
LinkedInTikTokInstagramYouTube
WEBSITE
Previous Episode
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, 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:
- The importance of using visual aids to convey urgency and financial impact, tapping into the C-suite's visual and analytical processing.
- What to include in a presentation - and how it doesn't have to take you hours!
- How to structure your presentations to keep the C-suite engaged and informed, leveraging psychological principles of attention and memory.
- Tips for making your data and proposals visually compelling and memorable, using psychological insights into how people process and retain information.
- Strategies for anticipating and addressing questions and objections from senior leadership, understanding their psychological biases, and decision-making processes.
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.
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com
++++NEW FREE RESOURCE++++
💎 The Ultimate Onboarding Checklist for Customer Success Leaders - The Step-by-Step Checklist to demonstrate your leadership, value, and strategic expertise.
WORK WITH RACHEL:
🧑🏻🎓 The CS Leadership Academy
CONNECT WITH RACHEL
Follow at:
LinkedInTikTokInstagramYouTube
WEBSITE
Next Episode
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 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:
- How cognitive biases like hyperbolic discounting and ambiguity aversion can lead to underinvestment in customer success.
- Psychological tools to counteract those cognitive biases (including one that's ethically questionable)
- Practical strategies to continuously demonstrate the value of customer success to the C-suite and secure their buy-in.
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
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com
++++NEW FREE RESOURCE++++
💎 The Ultimate Onboarding Checklist for Customer Success Leaders - The Step-by-Step Checklist to demonstrate your leadership, value, and strategic expertise.
WORK WITH RACHEL:
🧑🏻🎓 The CS Leadership Academy
CONNECT WITH RACHEL
Follow at:
LinkedInTikTokInstagramYouTube
WEBSITE
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