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03:12
đŻ The Priorities Fallacy: Why Having Many Priorities Leads to None
"If you don't prioritize your life, someone else will." That line from Greg McKeownâs Essentialism stuck with me. The book explores the disciplined pursuit of less. I used to think that was just how high-growth teams worked. However, competing priorities and constant context-switching lead to mounting stress, burnout, and shallow work that never moves the needle. â Focus beats multi-tasking â Disciplined choice beats reactive urgency â Concentration increases job satisfaction When everything is a priority, nothing is. If youâre planning for 2026, ask yourself: Whatâs your one priority? And if you're not sure, letâs talk. I am happy to help you. Dive Deeper: Read Essentialism by Greg McKeown đŻ The Priorities Fallacy: Why Having Many Priorities Leads to None #productivity #mindset #timemanagement #personaldevelopment #leadership
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05:15
đ§ The Planning Fallacy: Why Every Onboarding Takes Longer Than You Expect
âł Why do projects always take longer and cost more than expected? We fall into the planning fallacy: a common bias where we underestimate the time, costs, and effort required, while leaning on best-case scenarios. Youâve probably seen it in action: - You say youâll be ready in 10 minutes, knowing itâll take 15 - Your team promises a 4-week onboarding, but it actually takes 10 In customer onboarding, this creates serious problems: - Frustrated customers and missed expectations - Delayed revenue recognition - Eroded internal trust Hereâs how to avoid it: - Use real data, not your gut - Add a 50 percent buffer to timelines and resources - Set honest expectations from day one - Break onboarding into clear, measurable milestones Dive Deeper: Ready to see the difference between whatâs supposed to happen and what actually does? Leverage my Onboarding Assessment. đ§ The Planning Fallacy: Why Every Onboarding Takes Longer Than You Expect #CustomerSuccess #Onboarding #BehavioralScience #PlanningFallacy #SaaS #CX
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02:59
How The Endowment Effect Kills Adoption â And How to Fix It đ
Do you wonder why customers cling to legacy tools, even when your solution is obviously better? You're likely up against the Endowment Effect a behavioral bias where people overvalue what they already own, simply because they own it. The Endowment Effect can quietly sabotage onboarding and stall value realization, when: A saboteur resists switching tools, not because yours isnât better, but because they helped select or build the current one A system or process feels more valuable than it really is, simply because itâs familiar and tested How to use the Endowment Effect in your favor: â Give customers early ownership of your solution â Celebrate quick wins â Create emotional attachment as soon as possible Itâs not just about proving functional superiority. Itâs about helping users feel like your product is theirs. Because once they do, adoption accelerates, and perceived value rises. Dive Deeper: Read my article on helping customers fire their legacy tools. And letâs chat if youâre navigating this challenge. How The Endowment Effect Kills Adoption â And How to Fix It đ #customersuccess #onboarding #behavioraleconomics
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03:35
đĽ Why Customers Must Fire Existing Tool to Boost Retention & Adoption
Customers wonât fully adopt your product until they fire their legacy system. Spreadsheets, outdated tools, even pen and paperâthey stick around because theyâre familiar. But keeping them creates confusion, double work, and erodes trust in your solution. Retention depends on deliberate offboarding of your customers legacy systems. đĄ Bake this into your customer onboarding program: - Set a clear sunset date for the legacy tool - Communicate the shift before the deal closed - Reinforce the âwhyâ throughout the journey - Donât leave it to chance. Build the transition into onboarding. Make the switch clear, supported, and inevitable. Dive Deeper: Read my article, Onboarding Starts with Why, and let me know how I can help you fire your customersâ legacy tools đĽ Why Customers Must Fire Existing Tool to Boost Retention & Adoption #customeronboarding #customersuccess #ProductAdoption
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03:47
đ The Sunk Cost Fallacy in Customer Onboarding: How to Overcome It
Why do customers resist using your product? Itâs not always logic that drives decisions. Two powerful cognitive biases often get in the way: đš Loss aversion: Customers fear losing the comfort and control of their legacy systems. đš Sunk cost fallacy: They've already invested so much time, money, and training on legacy approaches and they canât walk away now. The result? Teams prop up outdated tools, resist onboarding, and stay locked in the past. Youâve likely seen the signs: Organizations clinging to old systems because theyâve âcustomized them for yearsâ Users reluctant to switch because theyâve mastered what they know Low engagement, accountability, or urgency during onboarding đ ď¸ The fix? Shift the focus to future outcomes: Define success milestones clearly Celebrate early wins Tie product adoption to real business impact Help leaders and users reframe the conversation, from whatâs being lost to whatâs being gained This mindset shift is essential for driving adoption and long-term success. Dive Deeper: Read my article: Onboarding Doesnât Matter. And if youâre navigating sunk cost fallacy with your customers, letâs connect. #sunkcostfallacy #customersuccess #customeronboarding
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03:56
âď¸ Loss Aversion in Customer Onboarding: Why Quick Wins Matter
â ď¸ Your customers resist change, even when your product is clearly better. Itâs not about logic. Itâs about loss aversion. Behavioral economics tells us people feel the pain of loss twice as strongly as the joy of an equivalent gain. Thatâs why customers hesitate to adopt new solutions, even those with obvious upsides. To overcome loss aversion and the hidden resistance behind slow rollouts and stalled adoption.: Highlights the costs of inaction: Missed revenue, wasted time, falling behind Deliver quick wins: Create visible value early to offset perceived losses Anchor value to what matters: Time, results, credibility Loss aversion isnât a mindset; itâs hardwired in our brains. If you want smoother onboarding and faster adoption, your job is to reframe loss into growth. Dive Deeper: Check out my article on Quick Wins and let me know how I help you deliver value with your customers. âď¸ Loss Aversion in Customer Onboarding: Why Quick Wins Matter #customersuccess #lossaversion #customeronboarding
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02:15
đ Are You Migrating Existing Customers to a New Platform? Hereâs How to Win
Are you migrating customers to a new platform or solution? Iâm working with companies moving to AI-enhanced platforms and from on-premise to the cloud. But hereâs the challenge: customers resist change. They prefer the familiar, even if itâs outdated, because it feels safe. Thatâs why a successful migration requires more than just launching new capabilities. You need a deliberate and prescriptive journey that: â Creates urgency (customers wonât just âget around to itâ) â Defines clear business value outcomes â Starts with an initial use case that delivers immediate value â Builds ongoing value with the new platformâs capabilities đŻ Think of migration as onboarding: Your job is to show customers why the move matters and whatâs in it for them. Without that, adoption lags and revenue is left behind. How are you approaching customer migrations in your business? Dive Deeper: Read my article on how to increase the lifetime value of your customers #customersuccess #digitaltransformation #aiadoption
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03:03
đĄ Are You Creating Value or Killing It? (Customer Success Truths)
Are you creating value: or quietly killing it? Value isn't about features, roadmaps, or pricing. It's the measurable outcomes your customers achieve. If customer aren't seeing results, your product isnât delivering value, regardless of how powerful it is. Creating value means: Helping customers reach outcomes quickly (first value) Consistently delivering results over time (ongoing value) Differentiating through experience and support (customer experience) Killing value happens when you: Focus on features instead of outcomes Make onboarding complex and confusing Create extra effort for customers Fail to communicate the value being delivered Treat value as a one-time event instead of a repeatable journey The result: Trust erodes; adoption stalls; churn creeps in. But when value is visible and consistent, it drives retention, loyalty, and growth. Ask yourself: Are we creating value, or are we killing it without realizing? 𪴠If you're unsure, I offer a Value Gap Analysis to help you identify where value is being created, where it's being lost, and how to close the gap. Let's talk. đĄ Are You Creating Value or Killing It? (Customer Success Truths) #createvalue #customersuccess #businessgrowth
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02:33
đ Customer Hurdles: The Secret to Retention & Long-Term Success
đ˘ What if slowing down your sales process could increase the success of your customers? In interviews with leaders at high-growth companies, a surprising tactic emerged: customer hurdles. These are intentional checkpoints introduced before the deal closes to ensure stronger alignment and long-term value delivery. Examples of customer hurdles: - Charging a setup, onboarding, or implementation fee - Requiring upfront license payment for one or more years Involving Customer Success or Onboarding teams early in the sales process (around the 80% mark) Yes, these hurdles slow things down, but they donât kill deals. In fact, they: - Attract more committed, serious customers - Shorten time to first value - Improve implementation success - Boost retention by fostering accountability One company even reported winning more deals because of these checkpoints. The logic: when customers invest early, they're more engaged and more likely to succeed. So ask yourself: what are you doing to create committed customers before they sign? What hurdles (if any) do you use to qualify your customers before they sign? To dive deeper, check out my article on creating three sales in one, and reach out if youâre interested in my new Value Gap Analysis. #businessgrowth #customerhurdles #analysis
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