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At we design customer community strategies so businesses can develop meaningful and authentic relationships directly with their customers to lower churn, increase engagement and drive significant and sustainable growth. 

Every review we undertake, every strategy we devise, is tailored to your specific needs, but all our work is based on a strong foundation of substantial accumulated experience and hard-won knowledge of what works and what doesn't. 

We specialise in B2C businesses. Those that have, or fear they might have, increased churn rates, increased acquisition costs and lower NPS scores. Our strategies garner trust with your customers and provide long-term growth and resilience.  

CUSTOMER-led Growth

In today's increasingly turbulent times, marketing-led or sales-led tactics are becoming less efficient and impactful. Customers want to be heard, they want to be empowered. We provide a step-change in overall business growth by designing and integrating customer community strategies.

Customer-led Engagement

Gone are the days of customers accepting they are your audience to your expertise. Customers want more involvement and say in the brands they purchase from. They want to be part of the narrative. Our customer-led strategies support these needs which also results in increased engagement and therefore loyalty and retention.

our areas of focus

Our customer community solutions focus on the following priorities for organisations:

  • acquisition

  • retention

  • engagement 

  • loyalty and advocacy

  • customer success


Review - We carry out a review of your existing customer engagement offering and assess how you can better achieve your company targets, goals or business outcomes through harnessing the power and enthusiasm of your customer community.

Connect - Customer-led strategy design to support overall growth, engagement, loyalty or customer success. 

Harness - Harness your customers' enthusiasm through the design and implementation of an advocacy programme. 

Scale - We provide fractional customer community expertise for organisations that aren't ready to employ a customer community leader full-time. 

our areas of specialisation

We specialise in B2C businesses to build or improve your customer engagement offerings. Types of offerings range from:

Communities of Practice - customers or members share a similar skillset or profession. Examples might include educational institutions and professional bodies or associations.

Communities of Interest - customers or members share an interest or passion. Often centred around a product, hobby, project or goal. They want to learn more about the subject with others. Examples might include branded products, interest groups such as music or art groups, personal or professional development etc.

Communities of Purpose - members are working together to find solutions to problems, usually in relation to some aspect of wider society. Examples might include environmental, political, economic, health, wellness initiatives.

Internal Communities - communities within organisations for employees and stakeholders. These communities are usually focused on organisational culture, employee retention and productivity.

Confidentiality is paramount, advice is impartial and we ensure in advance

that there are no possible conflicts of interest. 

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