Every decision goes through emotional processing. How we feel about something at heart is way more important and impactful than what we think about something. So we need to lead with the heart and rationalize with logic. Ed Powers, a principal consultant at Service Excellence, joins Josh Schachter for an unchurned conversation about how customer success teams can use psychology to manage expectations, build trust, and drive customer success.Josh & Ed discuss- The danger of assuming others understand us- Creating shared accountability and understanding; setting expectations- Emotions drive decisions- The need for Efficiency, Effectiveness, and Exposure👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

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“What did the council decide on item 42?” — answered with the speaker and the moment.

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