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You Don't Know What You Don't Know
Manage episode 398510044 series 3538570
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Why You Know Less Than You Think: Cognitive Biases in Customer Success
Join me as we explore the Dunning-Kruger effect, a cognitive bias that can impact customer success. Discover how overestimating abilities and misunderstanding customer needs can lead to challenges in the CS field.
But what happens when we realize we don't know as much as we thought?
Stay tuned to find out.
In this episode, you'll discover:
- How the Dunning Kruger effect impacts your customers so you can tailor your strategies most effectively.
- The four stages of competence and how they apply to customer success for improved skill development.
- Insights into navigating the Gartner hype cycle in customer success to better manage customer expectations.
- How to overcome challenges in onboarding for smoother and more effective customer transitions.
- How imposter syndrome relates to the Dunning-Kruger effect
NEW FREE RESOURCES
π The Ultimate Onboarding Checklist for Customer Success Leaders - The Step-by-Step Checklist to demonstrate your leadership, value, and strategic expertise.
π The Focus Formula - How to make measurable progress on your CS Strategy every single day.
WORK WITH RACHEL:
π§π»βπ The CS Leadership Academy
CONNECT WITH RACHEL
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25 episodes
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