Program strategy
Define objectives, participant value, contribution types and a measurement framework.
Customer advocacy
Make room for your customers’ own voices.
Advocacy program design, customer-story workflows and recognition for meaningful participation.
THE PROBLEM
What’s getting
in the way?
Ad hoc reference requests can become a burden. A formal program will still struggle if it serves only the company and gives participants little value.
What the work is meant to enable
A program that makes contributions clear, voluntary and worthwhile, supported by a practical operating model.
WHAT WE CAN MAKE TOGETHER
Concrete work.
A useful handoff.
These are possible workstreams, not a compulsory package. We’ll choose the deliverables that address your problem and agree the scope together.
Advocate identification & recruitment
Criteria for suitable participants, an invitation process and a clear account of what involvement means.
Engagement & recognition
Events, peer connections and recognition that respect the time and interests of contributors.
Customer-story workflows
A process for requesting, reviewing and gaining permission to use testimonials, references and authentic reviews.
HOW WE’LL WORK
A process shaped
by the problem.
- 01
Understand the relationship
Listen to customers and the teams already working with them.
- 02
Shape the program
Balance company needs with useful benefits for participants.
- 03
Pilot participation
Start with a manageable group, clear invitations and a small set of contribution types.
- 04
Learn & support
Review the experience with participants and refine requests, recognition and operations.
RELEVANT WORK & EXPERIENCE
Thinking grounded
in making.
Selected examples and background to explore before we talk about your project.
Mozilla / MDN: a home for developers
Developer engagement, learning resources and participation in the open web.
Explore the workFirefox 1.0: community at launch
The community-backed newspaper ad is part of the early Firefox product and release story.
Explore the workTHE SHAPE OF AN ENGAGEMENT
A focused project
Work through a specific positioning, product or communication problem. Agree on the decisions, deliverables and review points before starting.
An ongoing thinking partner
Stay close to a changing product or business. Review priorities together and move between strategy, making and learning as the work requires.
We’ll agree on the problem, responsibilities, deliverables and review points after an initial conversation. Timing and cost depend on that scope.
LET’S START WITH YOUR PROJECT
Tell us where you’re stuck.
Tell us what you’re building, who it’s for and what needs to change. We’ll work out a sensible starting point together.
Start a conversation