Full Episode Page: Paul Austin-Menear: Building Customer Feedback Systems That Fuel Innovation
Paul Austin-Menear is a business strategist and founder known for building customer feedback and innovation systems for purpose-driven entrepreneurs.
In this episode of The Business Owner’s Journey, host Nick Berry and Paul Austin-Menear explore how founder-led companies lose customer signal as they scale and how to build feedback systems that sustain growth. Paul introduces the Innovation Heartbeat approach to operationalizing customer listening through structured habits, rituals, and scalable feedback loops.
You'll hear
-Why feedback breaks as growth accelerates
-How to embed listening in culture and ops
-Best 30-60-90 path to launch a feedback loop
-What turns raw notes into repeatable insight
-When to systematize from PMF to early scale
Links
-Six Catalysts
-Innovation Heartbeat resources
-The Journey newsletter
-Paul on LinkedIn
Chapters
00:00 Why Customer Feedback Systems Break Down
02:42 Founder-Led Business Growth Starts With Listening
05:25 Hiring for Customer Listening Skills
08:14 Building Feedback Loops Into Company Culture
11:03 The Innovation Heartbeat Customer Feedback System
13:59 Turning Feedback Into Business Innovation Systems
16:47 Scaling Without Losing Customers
19:08 Innovation as a Business Supply Chain
21:58 Why Companies Are Getting Worse at Listening
24:07 The Innovation Heartbeat Tool and Resources
28:48 Making Customer Feedback a Repeatable Habit
Busy but not clear on what actually matters next?
Get a free 90-Day Business Growth Roadmap to pinpoint your stage, identify the one priority that unlocks progress, and focus your next 90 days with confidence.
Get it here: https://www.nickberry.info/roadmap
New here? Meet Nick Berry: https://www.nickberry.info/about
The Business Owner's Journey podcast is where entrepreneurs, leaders, and innovators join entrepreneur Nick Berry to share stories, challenges, and strategies from their journeys as business owners.
Nick Berry is an entrepreneur and business advisor, known for creating the Business Alignment System™ and 5 Stages of the Business Owner’s Journey. He offers a (free) personalized 90-Day Business Growth Roadmap telling you exactly where you are today and what specific steps to take next.
🟢 Official: NickBerry.info. tBOJ is hosted by Nick Berry, produced by Nick Berry, Kelly Berry & FCG.
🟢 Sponsors: Redesigned.Business, FR, Entrepreneur's Edge
