The Human Problem with Customer Success

Psychology of 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

🎬 This content was edited by Lifetime Value Media.

Learn more at: https://www.lifetimevaluemedia.com

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1. Introduction (00:00:00)

2. CS Strategy and Human Complexity (00:01:11)

3. Human logic vs Computer logic (00:03:02)

4. Schemas and Perspectives (00:04:29)

5. Filtering and Distorting Information (00:05:28)

6. Attention and Retention (00:06:24)

7. Understanding Customer Desired Outcomes (00:09:47)

8. Balancing Customer and Company Needs (00:10:46)

9. Dealing with Multiple Customer Outcomes (00:12:43)

10. Resistance to Change (00:13:39)

11. Motivating Customers and Coordinating Stakeholders (00:15:08)

12. Breaking Down Habit Formation (00:31:03)

13. Small Bites and Rewards (00:35:45)