7 Psychology Principles To Master Customer Success

Customer Success (CS) has a lot to do with basic human psychology.

And as a CS professional, you have the superpower to influence and persuade your customers.

Here are the top 7 principles that will help you influence your customers and make them take action:

1. Social Proof

We are more likely to buy a product if we see others buying it too.

That's why successful brands show tons of product reviews on their pages.

Lesson: showcase testimonials or case studies from satisfied clients. It will influence potential customers to trust and choose your products or services.

2. Reciprocity

When someone does us a favor, we usually feel like we should do something in return.

The same principle applies to your customers.

Provide exceptional service and your customers will want to repay you with referrals.

Lesson: go the extra mile to create a positive feedback loop. You’ll gain more loyal customers who will advocate for you.

3. Scarcity

How do you feel when you hear about an amazing deal but it's only available for a limited time?

That's FOMO - the fear of missing out.

It's also why people are more likely to buy something today if they think it won't be available tomorrow.

Lesson: create a sense of urgency. Offer exclusive deals or set a limited-time offer.

But keep in mind: it only works if customers perceive your product as super valuable.

4. Social Belonging:

“Love The CS Cafe! It’s my source of inspiration.”

—Shannon, Premium subscriber.