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About

Building on a background in subscription and membership businesses, Madeleine launched Customer-ization to advise brands, entrepreneurs, companies and other organisations on their customer engagement and community strategies, for promoting and accelerating growth and strengthening resilience when fresh or additional challenges emerge. 

Her own direct experience of community-led growth businesses spans media, entertainment and professional services.

madeleine milne headshot
Madeleine Milne

In Media

  • Haymarket Media - she was tasked with deepening the engagement of readers and subscribers of two major magazine titles. 

  • The Telegraph - she accelerated digital subscriber take-up substantially and overhauled the subscriber loyalty programme to increase engagement two-fold.

In Entertainment

  • eMusic.com - she launched and grew this US HQ'd digital music subscription service from a standing start across UK and Europe. The community grew to over 50,000 avid music fans.

 

In professional services

  • Women on Boards - became by far the biggest community player in its sector, doubling the size of membership of currently serving and aspiring non-executives to over 40,000. Board appointment successes increased from 4 positions per week to over 8 by the time she left. 

As well as running Customer-ization, Madeleine is co-Founder of Community Pros of London, a network of community professionals based in and around London which meets regularly to share, support and develop together. 

The Customer-ization team comprises highly-experienced community experts based in the UK, US, and Continental Europe. Most are experts in specific areas of community programmes, such as design, implementation, monitoring and management. Together, they offer a seamless range of services with community strategy at its heart, from an independent review of existing community offerings to designing an optimal community strategy from scratch.  In all cases, the aim is to ensure that the community approach generates an optimal return on investment as well as hitting any broader targets set by clients.

Advice can be given on the best deployment of a client's internal resources or, Customer-ization can source effective community professionals externally to support a community strategy implementation.

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."

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