What Your Customers Aren't Telling You

Episode notes

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.