Episode #508 - ScaleUp Club - Turning Customer Service into a Strategic Growth Lever - with Logan Naidu

Aug 20, 2025

This month’s special edition of ScaleUp Radio is a deep dive into what it really means to make customer service a powerful driver of business growth. Recorded live at our monthly ScaleUp Club session, we welcome back Logan Naidu, founder of Kernel Groups and a previous guest on the podcast, for an exclusive Q&A.

Logan shares powerful insights from his journey scaling a business that’s not just growing in numbers but creating real impact in the market — particularly through customer service excellence. His firm, Kernel Groups, operates with over 280 employees across the globe and is reshaping the recruitment industry with a strong emphasis on culture and client loyalty.

Here’s what you’ll learn in this episode:

• Why Logan believes in creating "fans, not customers" — and how that mindset added £10 million to their valuation.
• How to maintain exceptional service standards and culture as you scale, especially across different office sizes and locations.
• The importance of "pace without compromise" when growing your team and footprint.
• Why listening — really listening — to clients and candidates is now a core differentiator.
• How to attract top talent when you're not yet a household name, and why storytelling and shared vision are just as important as salaries.
• How Kernel Groups develops future leaders through structured learning and a long-term mindset.

Make sure you don’t miss any future episodes by subscribing to ScaleUp Radio wherever you like to listen to your podcasts.

For now, continue listening for the full story from Logan.

Scaling up your business isn't easy, and can be a little daunting. Let ScaleUp Radio make it a little easier for you. With guests who have been where you are now, and can offer their thoughts and advice on several aspects of business. ScaleUp Radio is the business podcast you've been waiting for.

If you would like to be a guest on ScaleUp Radio, please click here:

https://bizsmarts.co.uk/scaleupradio/kevin

You can get in touch with Kevin & Granger here:

[e-mail]

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Kevin's Latest Book Is Available!

Drawing on BizSmart’s own research and experiences of working with hundreds of owner-managers, Kevin Brent explores the key reasons why most organisations do not scale and how the challenges change as they reach different milestones on the ScaleUp Journey. He then details a practical step by step guide to successfully navigate between the milestones in the form of ESUS - a proven system for entrepreneurs to scale up.

More on the Book HERE - https://www.esusgroup.co.uk/

 

Logan can be found here:

linkedin.com/in/logan-naidu-3b10b51

https://www.kernel-global.com/

[e-mail]