Psychology of Customer Success
Episodes
Let's Talk Failure - and why you need it!
04 Dec 2025
Contributed by Lukas
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 growt...
From Junk Drawer to Revenue Engine: How Psychology Transforms CS Teams
30 Jun 2025
Contributed by Lukas
Tired of being treated like the company's junk drawer? Frustrated that executives don't see the strategic value of your CS team? Struggling ...
Mind Games: Using Psychology to Boost Customer Success
15 Nov 2024
Contributed by Lukas
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’r...
When You’re Promoted Above Your Peers
09 Oct 2024
Contributed by Lukas
Just got that big promotion and now you're leading your former peers? Feeling overwhelmed by the sudden shift in responsibilities and relationshi...
Helping Sells - Mastering the Art of Consultative Customer Success
28 Aug 2024
Contributed by Lukas
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...
Onboard Yourself Like a Leader - The Ultimate 30-day Checklist
14 Aug 2024
Contributed by Lukas
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...
Gainsight's Easton Taylor on the Power of Human-First Leadership
31 Jul 2024
Contributed by Lukas
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 ...
Outsource Your Brain: Productivity Tools for Customer Success Professionals
17 Jul 2024
Contributed by Lukas
More customer success leaders than ever report being overwhelmed by the never-ending demands of their careers. Are you? In this episode of Psycholo...
The Hidden Cost of Task Switching
26 Jun 2024
Contributed by Lukas
Do you struggle to stay productive amidst constant task switching? Join Rachel as she delves into the major issue of task and channel switching. Di...
The Secret Weapon for Getting Raises and Promotions
12 Jun 2024
Contributed by Lukas
Are you overlooking your biggest accomplishments? Discover a powerful tool to help you track, quantify, and showcase your achievements - the accompli...
What it Takes to Make it to Executive Leadership
15 May 2024
Contributed by Lukas
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,...
How to "Manage Up"
01 May 2024
Contributed by Lukas
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...
The Loyalty Trap: Are You Fooling Yourself?
17 Apr 2024
Contributed by Lukas
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 ...
The Psychology of Customer Onboarding
10 Apr 2024
Contributed by Lukas
Is your onboarding process falling flat? Are you struggling with low adoption rates despite your best efforts? It's time to rethink your approa...
How to Improve Employee Morale (When You Can't Give Them A Raise!)
27 Mar 2024
Contributed by Lukas
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 te...
Why your SMART goals aren't working
21 Mar 2024
Contributed by Lukas
Learn about the effectiveness of SMART goals in customer success and explore alternative goal-setting strategies that align with human psychology and ...
It's a Trap! (a.k.a. "My CEO LOVES Customer Success")
13 Mar 2024
Contributed by Lukas
Are You Falling for This Common Misconception About Your CEO's Support for Customer Success?Many customer success leaders believe their CEOs full...
What Your Customers Aren't Telling You
06 Mar 2024
Contributed by Lukas
Bob London and I discuss the power of Radically Authentic Discovery in customer success, emphasizing deep listening and strategic questioning to uncov...
The Language of the Executive Suite
28 Feb 2024
Contributed by Lukas
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 im...
Dealing with Imposter Syndrome
07 Feb 2024
Contributed by Lukas
If you're feeling the weight of imposter syndrome in your leadership role, constantly battling with thoughts that you're not good enough, we...
You Don't Know What You Don't Know
31 Jan 2024
Contributed by Lukas
Why You Know Less Than You Think: Cognitive Biases in Customer SuccessJoin me as we explore the Dunning-Kruger effect, a cognitive bias that can impac...
Giving Negative Feedback Without Destroying Morale
24 Jan 2024
Contributed by Lukas
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 lea...
The Mental Blocks Around the Customer Journey
10 Jan 2024
Contributed by Lukas
Have you struggled to find best practices on the customer journey? Or perhaps your CEO says you have one already - but when you look it's all a...
The Essential Mindset Shifts for Successful Leadership
10 Jan 2024
Contributed by Lukas
Want to know a secret? Setting your CS strategy is the easy part!What often prevents MOST CS leaders from achieving the results and recognition they...
It's Just Easier If I Do It
10 Jan 2024
Contributed by Lukas
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 c...
The Human Problem with Customer Success
10 Jan 2024
Contributed by Lukas
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 w...
The Helper Personality
10 Jan 2024
Contributed by Lukas
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 tha...
Welcome to Psychology of Customer Success by Rachel Provan
17 Dec 2023
Contributed by Lukas
Humans don't think or behave like computers. You can't just run a command and get them to do what you want them to do. So why are you still ...