Case Study

A PE-owned SaaS company engaged NDH Advisory with what appeared to be a community problem. A spam bot attack had brought the user community platform to a near-standstill — every comment required manual moderation, ending real-time engagement. The team responsible for the fix was buried in tactical execution, with limited capacity to drive the broader Customer Experience (CX) transformation program.

Company & Position

NDH Advisory, CEO & Founder (2024-2025)

Details

The engagement was initially scoped around three workstreams: a Super User Handbook, a redesigned Rewards & Recognition program, and a Reddit reputation response. A delay in platform selection temporarily blocked the handbook and R&R work — opening the space to assess the full picture.

What emerged was a CX function without a strategic framework. Programming decisions were disconnected from business outcomes. Nine or more systems operated without shared governance; the core CX platforms had inconsistent navigation and no SSO.

Actions

• Developed the Art of the Possible — a three-pillar strategic framework (Responsiveness, Revitalization, Rewards & Recognition) — giving the client an executive-ready view of what a high-performing CX function looks like and how to connect community investment to GRR.
• Introduced the Control Tower concept — a single orchestrating function responsible for user segmentation, content prioritization, and driving User LTV — replacing the department-by-department approach producing redundant, unfocused output.
• Built the business case for SSO as a foundational prerequisite; the resulting write-up was taken to the executive team, resulting in SSO being prioritized and budgeted.
• Designed a Rewards & Recognition economy built for phased implementation: defined High Value Activities, point values, tiering structure, and measurement framework.
• Conducted a metrics audit; recommended KPIs tightly coupled to business outcomes with industry baselines to define what good looks like.
• Delivered a Reddit reputation stewardship framework: immediate response guidance, ownership model, and ongoing channel management guidelines.

Outcome & Impact

• Art of the Possible accepted as the strategic framework for the CX program, beginning to reposition the client from tactical and reactive to strategic leader.
• SSO elevated to the executive team; prioritization agreed and budget discussions underway at close of engagement.
• Rewards & Recognition economy designed, aligned, and ready for phased implementation.
• CX metrics restructured around GRR and business outcomes with industry baselines established.
• Reddit reputation stewardship framework and action plan delivered.
• CX landscape harmonization scoped as a follow-on engagement.