Episode Description
#790 What if the easiest way to grow your business was hiding in plain sight — your existing customers? In this episode, host Brien Gearin welcomes back Brian O’Connor, ex-Deloitte consultant, founder of TalentHQ, and three-time MU guest, to dive deep into the power of customer success. Learn how businesses of all sizes — from SaaS companies to local service providers — can drive massive growth by retaining clients, generating referrals, collecting more reviews, and increasing lifetime customer value. Brian also shares how he helps companies hire top-tier talent from Latin America at a fraction of U.S. prices, and why the Customer Success Manager might be the most overlooked (and most profitable) role in your business. Whether you’re just starting out or scaling fast, this episode will help you unlock more revenue — without chasing new leads!
(Original Air Date - 6/26/25)
What we discuss with Brian:
+ Customer success vs. customer service
+ Retention, referrals, and renewals
+ How SaaS pioneered customer success
+ Reoccurring vs. recurring revenue
+ Upselling through relationship building
+ Why reviews drive local business growth
+ Hiring top talent in Latin America
+ Small business roles to outsource
+ Automating follow-up for repeat sales
+ Customer success for online communities
Thank you, Brian!
Subscribe to Brian's newsletter at OutlierGrowth.com.
Follow Brian on social media @thebrianfoconnor.
Email Brian at brian@talenthq.co.
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