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What Your Customers Aren't Telling You
Manage episode 404961198 series 3538570
Nội dung được cung cấp bởi Rachel Provan. Tất cả nội dung podcast bao gồm các tập, đồ họa và mô tả podcast đều được Rachel Provan hoặc đối tác nền tảng podcast của họ tải lên và cung cấp trực tiếp. Nếu bạn cho rằng ai đó đang sử dụng tác phẩm có bản quyền của bạn mà không có sự cho phép của bạn, bạn có thể làm theo quy trình được nêu ở đây https://vi.player.fm/legal.
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)
CONNECT WITH RACHEL
Follow at:
LinkedIn
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WEBSITE
https://provansuccess.com
PODCAST WEBSITE
https://psychologyofcustomersuccess.com
WORK WITH RACHEL:
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