The pursuit of new customers has long been considered the primary path to business growth, but entrepreneur Brian Pia is challenging this conventional approach with his company Daruma, which focuses instead on maximizing the value of existing customer relationships.
“Every business should be equipped to create exceptional customer experiences—without relying on costly external experts,” says Pia, whose career spans working with companies ranging from solo entrepreneurs to Fortune 100 enterprises.
Daruma, named after the Japanese symbol of perseverance and good fortune, specializes in helping businesses that have achieved initial success but struggle with the transition to sustainable growth. The company provides data-driven strategies aimed at reducing customer churn and improving profitability by optimizing the customer journey.
“Our expertise lies in eliminating friction points throughout the customer journey,” Pia explains. “By reducing customer effort, we improve satisfaction, loyalty, and retention, ultimately driving repeat business and profitability.”
The approach comes at a critical time for many businesses facing rising customer acquisition costs and increasing competition for consumer attention. Pia’s framework integrates technology, strategy, and human-centered design to create what he describes as a comprehensive system for sustainable growth.
With a particular focus on companies in what Pia calls “the critical second stage of growth,” Daruma offers services in three key areas: Growth & Profitability Acceleration, Customer Effort & Journey Optimization, and Strategic Leadership & Coaching.
The company employs AI-powered insights to help businesses identify patterns in customer behavior and optimize interactions. This technological approach is combined with proven customer-first strategies to build what Daruma describes as “scalable, predictable revenue streams.”
“Through Daruma’s customer-first approach, Brian’s goal is to help businesses not just survive, but thrive,” notes the company’s mission statement. This philosophy reflects Pia’s belief that customer retention is not merely a defensive strategy but rather a foundation for long-term business success.
For many businesses struggling to scale beyond their initial customer base, Daruma’s approach offers an alternative to the constant pursuit of new audiences. By leveraging technology strategically, including AI and chatbot integration, the company aims to help clients create frictionless customer experiences that foster loyalty and advocacy.
Pia’s vision for Daruma reflects his commitment to reshaping how businesses approach growth, emphasizing the value of existing customer relationships over endless acquisition efforts. For businesses looking to enhance their customer experience strategy, Daruma offers expertise in transforming one-time buyers into long-term advocates.
