Susan Van Klink’s Post

View profile for Susan Van Klink, graphic

Executive Coach I Strategic Advisor I Fractional CXO I Board Member I Keynote Speaker l Author l Podcaster

Imagine having customers who become lifelong friends and advocates for your solution — a pie in the sky idea or the natural outcome of doing a lot of things right? There is an art and a science to building customer intimacy and customer community. At company after company, Lisa Hartley and I have made Customer Marketing a priority (even ahead of more traditional marketing activities like lead gen) because we know that customer intimacy is at the heart of building sustainable revenue. Even more importantly, we do it because it’s so much fun — meeting great people, creating magical moments and making lifelong friends. Cheers to all of you who have made our lives better by being a customer at some point in our careers. 🥰 (plus... Jeremy Bono, Lisa Sheets, Joe Shigo, Ed Struzik, Mark Mankoff, Jon Walker, Jamie Aitken, Genevieve Fortier, C.Q. , M.A.,Fellow CRHP, Theresa J Rice, Raki McGregor, MBA, Peter Lohri, Marcelo Mackinlay just to name a few more.) #customermarketing #customerintimacy

View profile for Lisa Hartley, graphic

Strategic Advisor | Fractional CMO | Board Member

When does a customer become a friend? This thought popped in my head as Susan Van Klink and I were hosting a customer board meeting for one of our clients. I love this part of the job. A group of really talented people going out of their way to help your company succeed, what a gift. Thank you to some of the great customers in my past who have become friends along the way - looking at you Laura Butler (she/her)Mary V. RuizKristen WeirickFrank WittenauerBrenda ReidJudith Lannin PanagakosRandy GoldbergMike Hofer and many many others. Here's to all the wonderful customer leaders who donated their time and graciously shared their learnings at RUGS, user conferences, birds of a feather gatherings, roundtables, retreats, and at the ever ubiquitous quarterly call. We thank you!!! #greatcustomers#customerfriends

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Love this. Thank you for remembering me.

So grateful! Brings meaning to work for sure!

Theresa J Rice

Global Customer Experience Leader | Certified Coach

6mo

Such a privilege when customers become colleagues and friends. Glad we all share the opportunity to be included in this lovely post. Such fond memories of our times together

Didi D'Errico

Storyteller, podcaster, marketer and small business advocate (she/her)

6mo

Totally agree. Learning and leaning in WITH customers informs a much smarter product and business direction and builds not only trust but meaningful connection. I love how you frame it as customer intimacy, Sue, because it is not about the role you are engaging but the human. Bravo!

Lisa Sheets

Vice President, Global Subscription Management at Coveo (Retired)

6mo

Couldn’t agree more Susan! It made work fun.

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