Hey everyone! This week on Numbers and Narratives, we had an enlightening conversation with Rich Donnellan, Head of Customer Experience at Aro. Rich shared valuable insights on building a hardware-software product aimed at helping families reduce screen time and foster better relationships. Key highlights from our chat with Rich include:

• The evolution of Aro's product from a dad-focused approach to a mom-centric solution
• The importance of customer feedback in pivoting product strategy and messaging
• Strategies for scaling a hardware-based product and building a strong community
• The power of authentic brand voice in connecting with the target audience
• Balancing scalable and non-scalable approaches in customer experience

Rich emphasized the value of understanding your true customer base, the impact of tailoring messaging to resonate with your audience, and the importance of continuously adapting to customer needs. He also shared how Aro transitioned from a masculine, authoritative voice to a more empathetic, solution-oriented approach that speaks directly to moms.

This episode is packed with practical advice for startups navigating product-market fit, adapting to customer feedback, and scaling while maintaining a personal touch. Don't miss out on Rich's experience in building a product that addresses the modern challenge of screen time management in families!

Rich: https://www.linkedin.com/in/rich-donnellan-20493939/
Aro: https://goaro.com