Robbie Baxter

Customer Success: The Secret Ingredient for Engagement

Robbie BaxterMarch 26, 2018

In today's competitive market, customer engagement (or lack thereof) could determine whether your company sinks or swims. Due to recent changes in consumer behaviors, wants, and needs, businesses must find better ways to connect with and delight their existing customers. It's part of a shift toward the Membership Economy, a model based on customer-centric strategy using topics like subscription price, inclusiveness, and digital platforms that draw people in and win their loyalty. At the center is an emerging field you should know about called Customer Success...

Five Ways to Find, Nurture, and Reward Your Superusers (and Make More of Them)

Robbie BaxterSeptember 27, 2017

The fastest growing businesses today have a powerful secret weapon: superusers. This special group of customers goes far beyond using your services regularly and paying promptly. In fact, by evangelizing, educating, onboarding, engaging with new cust...

Robbie Baxter

Robbie Kellman Baxter is the author of The Membership Economy. She is the founder of Peninsula Strategies LLC, a consulting firm based in Menlo Park, CA, that helps companies excel in the Membership Economy. Her clients have included large organizations like Netflix, SurveyMonkey, and Yahoo!, as well as smaller venture-backed start-ups. Before starting Peninsula Strategies in 2001, Robbie served as a New York City Urban Fellow, a consultant at Booz Allen Hamilton, and a Silicon Valley product marketer. As a public speaker, Robbie has presented to thousands of people in corporations, associations, and universities.