August 26, 2023

EPS07:027 [Damian Kernahan] Understand Your Customers

28 minutes

Welcome to the Evolvepreneur (After Hours) Show

I am your Special Host Richard Wray

Join me today where we dig deep with our guests and get you the best concepts and strategies to fast-track your business.

My very special guest today is Damian Kernahan ...

Damian started his career in marketing working for companies like Foster's and Diageo. He realized that while companies talk about being customer-centric, they often lack a deep understanding of their customers' needs. Proto Partners helps businesses gain this clarity and confidence by deeply understanding what customers want and delivering that.

They follow a 9 step process involving gaining clarity, creating a prioritized plan, and building a customer mindset within the organization. An important secret is focusing on universal customer needs rather than personas. Damian advises entrepreneurs to have the confidence to admit they don't have all the answers and be open to change.

Key Moments:

Understanding your customers deeply and focusing on what matters most to them is key to unlocking growth for a business.

As businesses grow and scale, they tend to lose touch with their customers and rely more on their own assumptions instead of truly understanding customer needs.

Large organizations often talk about putting customers at the center but fail to actually implement it in a meaningful way.

Asking the right questions and having open conversations with customers can provide valuable insights for businesses to improve.

Focusing on the core customer needs rather than specific personas can simplify how a business delivers for customers.

Having an external party conduct customer research can provide more honest and candid feedback.

Customers just want businesses to help them get on with their lives more easily and with less stress.

Being open to change and feedback, even as a young marketer, can help one grow and improve.

Democratizing customer experience knowledge through checklists and how-to guides can help smaller businesses.

Measuring improvements is important to see that changes are having a positive impact.

About The Show

Evolvepreneur (After Hours) Show features guest stories about entrepreneurs and their journeys from startup, growth to success.

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We want to help entrepreneurs make a real difference and navigate the messy world of startup or re-launch.

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