About
Customer engagement works best when the dots are connected.
In many businesses, community, advocacy, customer proof, feedback and research sit in separate places, even though customers experience them together.
I bring those strands together so customer insight shapes decisions, relationships grow stronger and the work creates value across the business.
Different customers need different ways to engage.
Over six years in community and customer marketing, I’ve worked with technical product users, senior decision-makers and executives, mainly in B2B SaaS.
The right approach depends on the audience and the scale: a hands-on product community needs something different from a small advisory group or a programme serving thousands. I help shape the right model and build the plans, tools and foundations your team needs to put it into practice.
Selected experience
Work that made a difference.
Building and growing customer communities
$8M+
in community-influenced pipeline at one business
Built and grew customer communities, with experience spanning audiences of a few hundred to more than 60,000 members. At one business, the community influenced over $8M in pipeline and was part of the buying journey for 30% of users.
Turning customer feedback into product input
100+
customer ideas implemented
Launched an ideation programme that captured more than 800 customer ideas. Close collaboration with product management helped turn over 100 of those ideas into improvements implemented through the product roadmap.
Turning customer insight into business value
£100k
in CAB-influenced revenue
Launched a Customer Advisory Board that generated around £100k in community-influenced revenue in less than six months. Separately, contributed to a wider team initiative that made Voice of Customer a business-wide priority and increased NPS by 141%.
Building advocacy into the customer experience
40%+
of business referrals
Developed advocacy and recognition programmes that gave engaged customers more ways to contribute, share their experience and champion the business. In one programme, the most engaged customers drove more than 40% of total business referrals.
Why Open Thread
Built to create momentum, not dependency.
Open Thread helps businesses make more of their customer relationships when the ambition is there but the structure, expertise or capacity is missing.
I focus on the problem, build the right foundations and work with the team to put them into practice. Whether that’s a defined project or longer-term support, the goal is something the business can keep building on.
How I work
01
Structured and transparent
Clear scope, priorities and timelines, with no surprises about what happens next.
02
Collaborative, but independent
I involve the right people and work as closely with the team as the project needs, remotely or in person.
03
Strategy with a practical foundation
I turn strategic priorities into clear plans, programme structures and practical tools your team can use.
04
Commercially grounded
The work should create value for customers and a useful outcome for the business.
