GET OFF OF THE GROUND.
GO FAR, FAST.
THE FLIGHT PLAN
I’ll guide you from blue sky concept to tangible value with a proven process that’s backed by two decades of experience delivering success at scale. We’ll partner to build a custom strategy leveraging your domain knowledge and my expertise across many facets of community and customer experience. You’ll be in extremely capable hands.
COMMUNITY
+ COMMUNITY STRATEGY
Together, we’ll architect a custom end-to-end community strategy born out of a deep understanding of your customers, the needs of your business, and broad engagement with your team. I’ll ensure that you move the needle and become a hero in your organization.
► Watch: Brian talks about building a strategy
+ CUSTOM LAUNCH OPS
Some consultants will be happy to sell you a strategy and then walk away before the real work begins — not me. With over 100 community launches under my belt, I’ll be hands-on with a comprehensive operational plan to make sure you achieve escape velocity efficiently.
► Resource: Community Launch Guide
+ PLATFORM SELECTION
Selecting a community platform vendor can be stressful — unless you have me. I worked at one for ten years and know all of the tricks. I’ll help you translate your strategy into technical requirements, engage with community platform vendors, and negotiate the best deal.
► Listen: Brian talks about vendor selection
+ ONGOING SUCCESS
Communities are living, breathing ecosystems. Your strategy and operational approach will be tested as your community matures. I’ll be by your side with an arsenal of best practices and thoughtful guidance so that you can achieve maximum business value.
► Listen: Brian on crafting a plan and executing
PROGRAMS
+ COMMUNITY CONTENT
Content is Queen. Despite its outsized importance, content is often the largest hole in community strategies among brands big and small. I’ll help you build a sustainable program to create, curate, and maintain great content.
► Listen: Brian on building content programs
+ ADVOCACY & INFLUENCERS
I’ll teach you how to inspire, incentivize, activate, and reward your most passionate customers to increase satisfaction, build loyalty, and drive revenue. This is no Fyre Festival malarkey. We’ll create a concrete plan with actionable steps to deliver real results.
► Listen: Brian on building Superuser programs
+ EVENTS
Events like User Groups and Meetups have become indispensable components of successful community strategies. Whether virtual, in-person, or hybrid, we’ll build a comprehensive program to fuel growth and deepen the ties between customers and your brand.
► Listen: Brian discusses event strategy
+ MEASUREMENT & VALUE
Don’t fly blindfolded. Leveraging learnings from my time working at data science and analytics companies, I’ll equip you with proven techniques to effectively measure the success of your strategy, demonstrate real ROI, and tell compelling stories with data.
► Resource: Brian’s philosophy on measuring value
+ MEMBER ENGAGEMENT
Many communities are great at attracting new members, but fail to retain them beyond the initial touch. This is commonly referred to as a ‘transactional’ community. We’ll craft programs that keep members engaged and value flowing.
► Podcast: Brian on growing engagement
+ TOP CONTRIBUTORS
There may be overlap between your brand advocates and those that contribute the majority of the content to your community, but top contributors often have different motivations and require a discrete program to ensure their continued participation. We’ll build that.
► Listen: Brian on building Superuser programs
+ GAMIFICATION
Despite being the free space in Buzzword Bingo, understanding your customers’ motivations and incentivizing desired behaviors does deliver tangible, measurable value. We'll develop a program with ranks, rewards, and reputation to level up your game.
► Listen: Brian on building gamification systems
+ IDEATION & INNOVATION
Product communities are on the rise. We’ll build programs to unlock real value by better educating customers about product capabilities, gathering critical feedback, and leveraging their collective experience to build better products through ideation.
TRAINING & ENABLEMENT
+ COMMUNITY MANAGEMENT
I’ll teach you, or your team, how to foster a healthy community environment by modeling behaviors through direct engagement with members, make important policy decisions, and serve as a liaison between the community and your company.
► Podcast: Brian on In Before The Lock
+ CUSTOM ENABLEMENT
Looking for something else? From individuals to big teams, high-level strategy to down-in-the-weeds tactics, I can craft custom sessions on any topic and deliver them as needed.
+ EFFECTIVE MODERATION
Community moderation is exceptionally nuanced and requires great people skills. You’ll learn how to engage with your community members, successfully enforce policies, reduce the risk of PR disasters, and effectively manage crises at scale.
► Listen: Brian on moderation best practices
CUSTOMER EXPERIENCE
+ CX STRATEGY
Customers are #1. Companies that focus on the end-to-end journey enjoy greater satisfaction, increased engagement, and soaring revenue. I’ll build a deep customer-centric strategy to delight customers and make your experience a competitive advantage.
► Listen: Brian on the importance of CX strategy
+ ONGOING CX SUCCESS
The most successful companies in the world make customer experience a priority, enlist stakeholders across the company, and relentlessly execute to deliver value. I’ll be your partner in building a sustainable CX practice. You’ll reap the rewards.
► Read: Brian talks CX success
+ CUSTOMER JOURNEY MAPPING
Do you know how your customers experience your product or service? Created as part of your strategy or stand-alone, a customer journey map will help us understand and optimize every touchpoint. The results will be eye-opening and extremely valuable.
► Resource: Customer Journey Program
CAREER
DEVELOPMENT
+ 1:1 MENTORING
No one comes out of the womb with all of the answers. Leverage my experience as both a hands-on operator and a leader in the industry to take your career to the next level. Most importantly, you’ll learn from my mistakes to be the best version of yourself.
► Listen: Brian talks about his biggest failures
+ PERSONAL BRAND BUILDING / RESUME REVIEW / INTERVIEW PREP
Too humble to brag about your accomplishments? I get it. In today’s hyper-competitive environment, there are many ways to tout your successes without being self-absorbed. Let’s build your personal brand, spruce up that CV, and position you to get that dream job.
► Listen: Brian talks about looking for a new role
+ LEADERSHIP COACHING
Being a great leader is humbling and hard work, especially in large organizations. I’ll help you master executive communication, navigating internal politics, managing people, building a team culture, budget planning, and more. Invest in your success.
► Listen: Brian on effective leadership
SPEAKING ENGAGEMENTS
+ KEYNOTES & TALKS
I am a veteran public speaker, giving talks at conferences and company events of all sizes. I blend charismatic style, compelling stories, and actionable insights to deliver value to audiences.
► Watch: Brian presents at CMX Summit 2016
+ PODCAST GUEST
I am a veteran podcaster, both as a host and a guest. I have appeared on many shows to discuss community, customer experience, and leadership. I’d love to add value for your audience!
► Podcast: Brian on In Before The Lock
LET’S GET STARTED
Reach out and let me know how I can help.