customers don't want to simply transact. they want to belong
We are customer engagement specialists that work with B2C brands to activate and empower customer communities to drive sustainable growth, reduce costs and increase satisfaction.
By building human connection at scale and developing customer-centric strategies we have delivered triple digit growth, decreased churn by 5 - 10% and increased NPS scores by double digits.
Times are changing. Brands are having to spend more and work harder to achieve the same results as consumer behaviour changes and competition grows.
Brands that are winning are those that empower their customers, harness their enthusiasm and advocacy, seek and respect their opinions, and make them feel genuinely part of the narrative. By creating thriving customer communities they are transforming their business outcomes.
Customer-ization designs customer-led strategies so you can develop meaningful and authentic relationships directly with them. This in turn garners trust and results in significant and sustainable growth.
The producer and consumer are both involved in the production of the final product. It could include some form of customization or personalization but the focus is on guiding the consumer to have the best outcome based on their goals.
what people say
"Madeline is an absolute guru in community management. She understood our community and objectives better than we did, giving us deep insight and proposed changes at the speed of light. If you’re grappling with the challenges and opportunities that community management throws up then make sure you have Madeline on speed dial. She’s that good." Sherilyn Shackell, Founder & Global CEO, The Marketing Academy
"Her strategic and creative thinking, shrewd judgement, and expertise in attracting and engaging with members on a fully scaleable basis completely transformed our business." Fiona Hathorn, CEO Women on Boards
"Madeleine clearly knows her stuff about community and breaks down in simple, easy to follow steps how to think about starting to develop your own. "
"Her intelligence, eye for detail and commercial savvy were invaluable assets. I can't recommend Madeleine highly enough."