The CS Academy LIVE S1E2: Psychology in Customer Success with Emma Lampert
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The CS Academy LIVE S1E2: Psychology in Customer Success with Emma Lampert
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The CS Academy LIVE with Emma Lampert about the crucial role of psychology in Customer Success and leadership!
Here are a few key takeaways:
Self-Awareness is Non-Negotiable: It all starts here. Understanding your triggers, your "inner critic," and how you show up is foundational for leading yourself and others.
Empathy in Action: It's not just a buzzword. Actively remembering that everyone processes information differently and truly listening to understand (not just to respond) can build much stronger relationships with customers and colleagues.
Clarity Over Certainty: As leaders (formal or informal!), providing the "why" behind decisions, especially during change, builds immense trust – even if you don't have all the answers.
Mental Well-being is Key to Performance: We explored how to spot overwhelm (in ourselves and others) and the importance of setting boundaries. It's not selfish, it's essential for sustainable success.
The Future of CS is Human-Centric (and AI-Savvy!): While AI will transform our field, the ability to connect, understand, and lead with empathy will become even more critical.