Customer Success Talks The Power of Persuasion in Customer Success: Cialdini's 7 principles of influence | Dr. Chris Phelps
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Nov 7, 2024 Dr. Christopher Phelps, an entrepreneur and Cialdini Method certified trainer, dives into the art of ethical persuasion. He outlines Dr. Cialdini's 7 principles, explaining how reciprocity and liking can build lasting client relationships. Unity and social proof are highlighted as crucial for fostering loyalty and influencing decisions. Phelps also discusses the importance of authority in being a trusted advisor and the role of scarcity in marketing. His insights provide a robust framework for customer success through genuine persuasion.
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Power Of Reciprocity
- Reciprocity is a deep, near-universal social rule: receiving value creates an obligation to return in kind.
- Intangible gifts (help, excellent service) often trigger reciprocity as strongly as physical gifts.
Ask After Genuine Praise
- Listen for genuine praise or thanks; treat those moments as reciprocity windows to request reviews, referrals, or small favors.
- Ask when value is fresh to maximize the likelihood of a positive response.
Unity Creates 'We' Identity
- Unity differs from liking: it creates a 'we' identity rather than a 'you versus me' connection.
- When customers identify with your unit, cross-sell and advocacy become easier.
