Lithys: Digital Customer Excellence Awards

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"The Lithys" recognize and celebrate customers that are using Lithium to solve problems, create new products, innovate and engage with their customers at entirely new levels to create true business value.

2016 winners were announced and celebrated at the LiNC Bash & Lithy Awards Ball on June 9, 2016. More on the 2016 Lithys.

You can browse all previous entries and winners by using labels & statuses below or by clicking here.

The stories are amazing.


 
New Idea
Status:
2016 Lithy Submission

Lithys 2016: Nextbit - Community Design of the Yea...

By JaniceK

Lithys 2016: Nextbit - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎05-01-2016 12:12 PM - last edited on ‎05-03-2016 08:20 AM by Moderator Moderator

media-kit-nextbit-logo-long.pngCompany: Nextbit

Contact: Kay Linayao (Program Manager, Community and Social Media)   

Community: The Nextbit Community

Lithy category: Community Design of the Year

 

Nextbit has created the only cloud-first, design-forward smartphone for anyone who wants to be freed from the limits of today’s mobile technology.

 

Nextbit was founded in 2013 by early Android veterans Tom Moss and Mike Chan, and is based in San Francisco. In order to produce a high-end, groundbreaking phone that would surmount common smartphone shortcomings, Moss and Chan brought on former HTC design lead Scott Croyle, best known for designing the iconic HTC One M7 and M8. Croyle was hired in 2014 and serves as Chief Design and Product Officer. The team has developed an elegant, cloud-first Android smartphone that will extend the storage capabilities of the phone beyond what the specifications currently allow, designed from start to finish in San Francisco.

 

Nexbit investors include Google Ventures and Accel Partners.

 

Our community goals

    

Our goal is engagement, creating a strong sense of community, and leveraging peer-to-peer support.

 

Our unique design elements 

 

Nextbit Robin (the product) has great design, and our community is no different. Most communities, as we’ve seen, are pretty plain and simple. We add a spice of life by adding lifestyle photography to our homepage: nextbit.com/community

 

Nextbit Robin.jpg

 

How we executed our community design

 

To execute, we always kept our brand experience in mind. For example, the header and footer of the community is consistent across all nextbit.com websites.

 

Header:

Nextbit header.jpg

Footer:

Nextbit footer.jpg

 

Our results

 

We measure the success of our design based on: increased number of casual users v. observers, increased number of top contributors, page views, unique visits, traffic to website.

 

We’ve seen these exciting results in the first two months of launching our community:

  • 21,144 Unique Visitors
  • 79,714 Visits
  • 12,867 Posts
  • 531,186 Page Views
  • 7,328 Kudos given

 

d vcx.png

 


media-kit-nextbit-logo-long.pngCompany: Nextbit

Contact: Kay Linayao (Program Manager, Community and Social Media)   

Community: The Nextbit Community

Lithy category: Community Design of the Year

 

Nextbit has created the only cloud-first, design-forward smartphone for anyone who wants to be freed from the limits of today’s mobile technology.

 

Nextbit was founded in 2013 by early Android veterans Tom Moss and Mike Chan, and is based in San Francisco. In order to produce a high-end, groundbreaking phone that would surmount common smartphone shortcomings, Moss and Chan brought on former HTC design lead Scott Croyle, best known for designing the iconic HTC One M7 and M8. Croyle was hired in 2014 and serves as Chief Design and Product Officer. The team has developed an elegant, cloud-first Android smartphone that will extend the storage capabilities of the phone beyond what the specifications currently allow, designed from start to finish in San Francisco.

 

Nexbit investors include Google Ventures and Accel Partners.

 

Our community goals

    

Our goal is engagement, creating a strong sense of community, and leveraging peer-to-peer support.

 

Our unique design elements 

 

Nextbit Robin (the product) has great design, and our community is no different. Most communities, as we’ve seen, are pretty plain and simple. We add a spice of life by adding lifestyle photography to our homepage: nextbit.com/community

 

Nextbit Robin.jpg

 

How we executed our community design

 

To execute, we always kept our brand experience in mind. For example, the header and footer of the community is consistent across all nextbit.com websites.

 

Header:

Nextbit header.jpg

Footer:

Nextbit footer.jpg

 

Our results

 

We measure the success of our design based on: increased number of casual users v. observers, increased number of top contributors, page views, unique visits, traffic to website.

 

We’ve seen these exciting results in the first two months of launching our community:

  • 21,144 Unique Visitors
  • 79,714 Visits
  • 12,867 Posts
  • 531,186 Page Views
  • 7,328 Kudos given

 

d vcx.png

 

Status:
2016 Lithy Submission

Lithys 2016: Nextbit - Support Savings MVP

By JaniceK

Lithys 2016: Nextbit - Support Savings MVP

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎05-01-2016 12:04 PM - last edited on ‎05-03-2016 08:20 AM by Moderator Moderator

media-kit-nextbit-logo-long.pngCompany: Nextbit

Contact: Kay Linayao (Program Manager, Community and Social Media)   

Community: The Nextbit Community

Lithy category:  Support Savings MVP

 

Nextbit has created the only cloud-first, design-forward smartphone for anyone who wants to be freed from the limits of today’s mobile technology.

 

Nextbit was founded in 2013 by early Android veterans Tom Moss and Mike Chan, and is based in San Francisco. In order to produce a high-end, groundbreaking phone that would surmount common smartphone shortcomings, Moss and Chan brought on former HTC design lead Scott Croyle, best known for designing the iconic HTC One M7 and M8. Croyle was hired in 2014 and serves as Chief Design and Product Officer. The team has developed an elegant, cloud-first Android smartphone that will extend the storage capabilities of the phone beyond what the specifications currently allow, designed from start to finish in San Francisco.

 

Nexbit investors include Google Ventures and Accel Partners.

 

How community meets our customer care goals

 

We have a strong top contributor program and our goal is to leverage community to scale support by reducing call volume and get feedback back to Product/Engineering to improve product and address bugs/issues.

 

Reducing support costs

 

We’re leveraging more of the community as well as the call center to reduce costs. For example, we’ve badged support agents from our call center as “Product Experts” in the forum to scale support.    

 

Our results

We measure our customer care results from the following: # of JIRA tickets filed to Prod/Eng from community escalation, decreased response time, call deflection, reduced case escalations, and support agent utilization.

 

While we don’t have the above metrics to share yet at this early stage post-launch, we’re pleased to see these exciting results in the first two months of launching our community, indicating that our community is vibrant and headed for success:

  • 21,144 Unique Visitors
  • 79,714 Visits
  • 12,867 Posts
  • 531,186 Page Views
  • 7,328 Kudos given

 

Untitled.png


media-kit-nextbit-logo-long.pngCompany: Nextbit

Contact: Kay Linayao (Program Manager, Community and Social Media)   

Community: The Nextbit Community

Lithy category:  Support Savings MVP

 

Nextbit has created the only cloud-first, design-forward smartphone for anyone who wants to be freed from the limits of today’s mobile technology.

 

Nextbit was founded in 2013 by early Android veterans Tom Moss and Mike Chan, and is based in San Francisco. In order to produce a high-end, groundbreaking phone that would surmount common smartphone shortcomings, Moss and Chan brought on former HTC design lead Scott Croyle, best known for designing the iconic HTC One M7 and M8. Croyle was hired in 2014 and serves as Chief Design and Product Officer. The team has developed an elegant, cloud-first Android smartphone that will extend the storage capabilities of the phone beyond what the specifications currently allow, designed from start to finish in San Francisco.

 

Nexbit investors include Google Ventures and Accel Partners.

 

How community meets our customer care goals

 

We have a strong top contributor program and our goal is to leverage community to scale support by reducing call volume and get feedback back to Product/Engineering to improve product and address bugs/issues.

 

Reducing support costs

 

We’re leveraging more of the community as well as the call center to reduce costs. For example, we’ve badged support agents from our call center as “Product Experts” in the forum to scale support.    

 

Our results

We measure our customer care results from the following: # of JIRA tickets filed to Prod/Eng from community escalation, decreased response time, call deflection, reduced case escalations, and support agent utilization.

 

While we don’t have the above metrics to share yet at this early stage post-launch, we’re pleased to see these exciting results in the first two months of launching our community, indicating that our community is vibrant and headed for success:

  • 21,144 Unique Visitors
  • 79,714 Visits
  • 12,867 Posts
  • 531,186 Page Views
  • 7,328 Kudos given

 

Untitled.png

Status:
2016 Lithy Submission

Lithys 2016: Nextbit - Excellence in Customer Sati...

By JaniceK

Lithys 2016: Nextbit - Excellence in Customer Satisfaction

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎05-01-2016 11:59 AM - last edited on ‎05-03-2016 08:20 AM by Moderator Moderator

media-kit-nextbit-logo-long.pngCompany: Nextbit

Contact: Kay Linayao (Program Manager, Community and Social Media)   

Community: The Nextbit Community

Lithy category:  Excellence in Customer Satisfaction

 

Nextbit has created the only cloud-first, design-forward smartphone for anyone who wants to be freed from the limits of today’s mobile technology.

 

Nextbit was founded in 2013 by early Android veterans Tom Moss and Mike Chan, and is based in San Francisco. In order to produce a high-end, groundbreaking phone that would surmount common smartphone shortcomings, Moss and Chan brought on former HTC design lead Scott Croyle, best known for designing the iconic HTC One M7 and M8. Croyle was hired in 2014 and serves as Chief Design and Product Officer. The team has developed an elegant, cloud-first Android smartphone that will extend the storage capabilities of the phone beyond what the specifications currently allow, designed from start to finish in San Francisco.

 

Nexbit investors include Google Ventures and Accel Partners.

 

Our customer satisfaction initiatives

 

As a startup, we launched in February 2016 (just a few months ago). With the tools that we have, we base our customer satisfaction on community sentiment, sense of community, and top contributor nominations (quality referrals).   

 

Focusing on scaling support

 

We are focused on scaling support through peer-to-peer support. Our vision for community: the first place users go for excellence in customer service.

 

Our metrics 

 

Our customer satisfaction results are focused on sentiment, decreased customer complaints, and traffic to our store.

 

We’ve seen these exciting results in the first two months of launching our community:

  • 21,144 Unique Visitors
  • 79,714 Visits
  • 12,867 Posts
  • 531,186 Page Views
  • 7,328 Kudos given

 

Untitled.png


media-kit-nextbit-logo-long.pngCompany: Nextbit

Contact: Kay Linayao (Program Manager, Community and Social Media)   

Community: The Nextbit Community

Lithy category:  Excellence in Customer Satisfaction

 

Nextbit has created the only cloud-first, design-forward smartphone for anyone who wants to be freed from the limits of today’s mobile technology.

 

Nextbit was founded in 2013 by early Android veterans Tom Moss and Mike Chan, and is based in San Francisco. In order to produce a high-end, groundbreaking phone that would surmount common smartphone shortcomings, Moss and Chan brought on former HTC design lead Scott Croyle, best known for designing the iconic HTC One M7 and M8. Croyle was hired in 2014 and serves as Chief Design and Product Officer. The team has developed an elegant, cloud-first Android smartphone that will extend the storage capabilities of the phone beyond what the specifications currently allow, designed from start to finish in San Francisco.

 

Nexbit investors include Google Ventures and Accel Partners.

 

Our customer satisfaction initiatives

 

As a startup, we launched in February 2016 (just a few months ago). With the tools that we have, we base our customer satisfaction on community sentiment, sense of community, and top contributor nominations (quality referrals).   

 

Focusing on scaling support

 

We are focused on scaling support through peer-to-peer support. Our vision for community: the first place users go for excellence in customer service.

 

Our metrics 

 

Our customer satisfaction results are focused on sentiment, decreased customer complaints, and traffic to our store.

 

We’ve seen these exciting results in the first two months of launching our community:

  • 21,144 Unique Visitors
  • 79,714 Visits
  • 12,867 Posts
  • 531,186 Page Views
  • 7,328 Kudos given

 

Untitled.png

Status:
2016 Lithy Submission

Lithys 2016: Telekom Deutschland GmbH - Support Sa...

By JaniceK

Lithys 2016: Telekom Deutschland GmbH - Support Savings MVP

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎05-01-2016 11:44 AM - edited ‎05-04-2016 11:39 AM

Untitled18.pngCompany: Telekom Deutschland GmbH

Contact: Eva Heinrichs (Platform Owner Telekom hilft Community)

Community: Telekom hilft Community

Lithy category:  Support Savings MVP

 

Following our slogan “life is for sharing” Telekom Deutschland GmbH offers innovative products and services connecting people all over the word. Customers should be given easy access to the world of telephone, Internet, Internet TV and cloud services. As a telecommunications provider, it is Telekom's goal to enable this by providing the best possible communications and IT services. Meaning Telekom customers can enjoy the "life is for sharing" experience anytime, any place.

 

Telekom hilft Community, Europe’s largest telco community, is a pillar of Deutsche Telekom’s customer care -for both consumer and business customers. The focus is on support, but also leveraging product feedback and co-creation.

 

Our three pillars to leverage the community for support excellence

 

Established in 2014 we bundled three legacy forums to Telekom hilft Community to foster the peer-to-peer “customers help customers” concept. Steadily growing, the community has >550.000 registered users (growth of 50% since 2014). To enhance the involvement of our most active super users producing >50% of all content, we are using gamification elements. Furthermore the closed user group “Community Guides” with advanced editing rights enables us to gain customer insights for the platform development. Additionally, we also launched the closed user group “Telekom hilft Lab” connecting product managers with customers to develop and evaluate current as well as future products and services.

 

Telekom Austria twitter.png

Title: Participants of the Community Manager Guides event with the superusers of Telekom hilft Community

 

Untitled20.png

Title: Example of promotion on Facebook for our CUG “Telekom hilft Lab”

 

Telekom hilft Community enables us to increase our permeability and customer proximity by facilitating involvement in closed user groups. Participation of super users and active listeners helps Deutsche Telekom to gain valuable customer insights. The project PM@ThC (product manager at Telekom hilft Community) helps for example product managers to receive precious feedback and also users to get profound answers from experts. The close relationship between customers and Deutsche Telekom’s employees has even effect on 3rd party support, such as shorter on-site technical support time. These insights are communicated to the management board and are part of our early-warning system.

 

Recognizing the changing user behavior, a relaunch in 2015 included a responsive design to increase traffic of mobile phones and tablets, which now accounts for up to 30% of our overall traffic. Additionally, we integrated Telekom hilft Community in other DT websites such as Telekom eShop and help portal. They include a search widget, a service tab and customized landing pages informing about the Telekom hilft Community. Auto suggestions help customers to find relevant content and enrich the problem solving or buying process at all stages. Relevant discussion feeds were posted on Deutsche Telekom’s social media channels, enabling the community team to enrich their content and link to Telekom hilft Community by using synergies between the different platforms.

 

Untitled21.png

Title: Example of integration within geschaeftskunden.telekom.de via service tab

 

Telekom Austria 2.png

Title: Example of seamless integration of community posts within search results of other portals

 

Untitled23.png

Title: Example of a posting at Deutsche Telekom’s social media channels from the Telekom hilft Community: Why do my incoming calls always end directly on my mailbox?

 

The community’s impact on our customer care organization

 

Community Management is the new Service: By linking Community solutions on other social media channels, we are constantly promoting Telekom hilft Community. By doing so, we are increasing the relevance of our “user to user” centric platform. Adapting to the new business environment, customer service focuses now more on community management instead of just answering questions. Due to the community focused activities, we improved the solution rate within the community from 25% to 35% year to date.

 

Facilitating the permeability and customer proximity, the success of Telekom hilft Community is influencing the online strategy of Deutsche Telekom i.e. user generated content cements the reputation of Deutsche Telekom as a customer-centric company. Furthermore, providing a strong external reputation affects the employees who have learnt about the value of Telekom hilft Community and strengthen it through blog entries on blog.telekom.de.

 

Introducing new use cases steadily, we start social commerce with ratings and reviews at the business customers’ eShop to foster product recommendations and to assist in the buying process by giving additional information. By doing so, gamification elements motivate users to rate products while other users award those ratings with kudos. This encourages the overall community building of Telekom hilft Community.

Telekom Austria 3.png

Title: Example of integration of ratings & reviews in business customers shop on geschaeftskunden.telekom.de

 

How we became leader in service through customer satisfaction and operational efficiency

 

Deutsche Telekom pursues a quality leadership strategy in the German market. Therefore customer satisfaction is an important part of the overall strategy. We believe that happy customers share their experiences just as troubled customers ask for help. 80% of the questions in the community are answered by other community members, mostly happy customers. Telekom support colleagues answer only 20% of the questions.

 

A recent survey by a big German business magazine, Focus Money, confirmed the leading role of Deutsche Telekom: The best online service across industries in Germany is provided by Deutsche Telekom. As Focus Money also says, “Telekom hilft” is rated as a most likeable service brand in Germany.

 

Telekom Austria 4.png

Title: Gero Niemayer, managing director customer service Telekom Deutschland, proudly presents Focus Money survey results on Twitter

 

Telekom hilft Community attracts on average approximately 1.6m unique visitors each month – trending up 22% on year to year comparison. Based on a 35% solution rate, we assume that >350,000 calls can be avoided per month. In addition to the value of deflected calls, we take advantage of priceless value from customer insights and increased reputation for Deutsche Telekom.

 

Before Telekom hilft Community started, Deutsche Telekom offered three different online platforms. Migrated and consolidated to one platform, Lithium helps us to streamline customer service and the IT landscape as well as to enhance usability and the user journey for our customers.

 


Untitled18.pngCompany: Telekom Deutschland GmbH

Contact: Eva Heinrichs (Platform Owner Telekom hilft Community)

Community: Telekom hilft Community

Lithy category:  Support Savings MVP

 

Following our slogan “life is for sharing” Telekom Deutschland GmbH offers innovative products and services connecting people all over the word. Customers should be given easy access to the world of telephone, Internet, Internet TV and cloud services. As a telecommunications provider, it is Telekom's goal to enable this by providing the best possible communications and IT services. Meaning Telekom customers can enjoy the "life is for sharing" experience anytime, any place.

 

Telekom hilft Community, Europe’s largest telco community, is a pillar of Deutsche Telekom’s customer care -for both consumer and business customers. The focus is on support, but also leveraging product feedback and co-creation.

 

Our three pillars to leverage the community for support excellence

 

Established in 2014 we bundled three legacy forums to Telekom hilft Community to foster the peer-to-peer “customers help customers” concept. Steadily growing, the community has >550.000 registered users (growth of 50% since 2014). To enhance the involvement of our most active super users producing >50% of all content, we are using gamification elements. Furthermore the closed user group “Community Guides” with advanced editing rights enables us to gain customer insights for the platform development. Additionally, we also launched the closed user group “Telekom hilft Lab” connecting product managers with customers to develop and evaluate current as well as future products and services.

 

Telekom Austria twitter.png

Title: Participants of the Community Manager Guides event with the superusers of Telekom hilft Community

 

Untitled20.png

Title: Example of promotion on Facebook for our CUG “Telekom hilft Lab”

 

Telekom hilft Community enables us to increase our permeability and customer proximity by facilitating involvement in closed user groups. Participation of super users and active listeners helps Deutsche Telekom to gain valuable customer insights. The project PM@ThC (product manager at Telekom hilft Community) helps for example product managers to receive precious feedback and also users to get profound answers from experts. The close relationship between customers and Deutsche Telekom’s employees has even effect on 3rd party support, such as shorter on-site technical support time. These insights are communicated to the management board and are part of our early-warning system.

 

Recognizing the changing user behavior, a relaunch in 2015 included a responsive design to increase traffic of mobile phones and tablets, which now accounts for up to 30% of our overall traffic. Additionally, we integrated Telekom hilft Community in other DT websites such as Telekom eShop and help portal. They include a search widget, a service tab and customized landing pages informing about the Telekom hilft Community. Auto suggestions help customers to find relevant content and enrich the problem solving or buying process at all stages. Relevant discussion feeds were posted on Deutsche Telekom’s social media channels, enabling the community team to enrich their content and link to Telekom hilft Community by using synergies between the different platforms.

 

Untitled21.png

Title: Example of integration within geschaeftskunden.telekom.de via service tab

 

Telekom Austria 2.png

Title: Example of seamless integration of community posts within search results of other portals

 

Untitled23.png

Title: Example of a posting at Deutsche Telekom’s social media channels from the Telekom hilft Community: Why do my incoming calls always end directly on my mailbox?

 

The community’s impact on our customer care organization

 

Community Management is the new Service: By linking Community solutions on other social media channels, we are constantly promoting Telekom hilft Community. By doing so, we are increasing the relevance of our “user to user” centric platform. Adapting to the new business environment, customer service focuses now more on community management instead of just answering questions. Due to the community focused activities, we improved the solution rate within the community from 25% to 35% year to date.

 

Facilitating the permeability and customer proximity, the success of Telekom hilft Community is influencing the online strategy of Deutsche Telekom i.e. user generated content cements the reputation of Deutsche Telekom as a customer-centric company. Furthermore, providing a strong external reputation affects the employees who have learnt about the value of Telekom hilft Community and strengthen it through blog entries on blog.telekom.de.

 

Introducing new use cases steadily, we start social commerce with ratings and reviews at the business customers’ eShop to foster product recommendations and to assist in the buying process by giving additional information. By doing so, gamification elements motivate users to rate products while other users award those ratings with kudos. This encourages the overall community building of Telekom hilft Community.

Telekom Austria 3.png

Title: Example of integration of ratings & reviews in business customers shop on geschaeftskunden.telekom.de

 

How we became leader in service through customer satisfaction and operational efficiency

 

Deutsche Telekom pursues a quality leadership strategy in the German market. Therefore customer satisfaction is an important part of the overall strategy. We believe that happy customers share their experiences just as troubled customers ask for help. 80% of the questions in the community are answered by other community members, mostly happy customers. Telekom support colleagues answer only 20% of the questions.

 

A recent survey by a big German business magazine, Focus Money, confirmed the leading role of Deutsche Telekom: The best online service across industries in Germany is provided by Deutsche Telekom. As Focus Money also says, “Telekom hilft” is rated as a most likeable service brand in Germany.

 

Telekom Austria 4.png

Title: Gero Niemayer, managing director customer service Telekom Deutschland, proudly presents Focus Money survey results on Twitter

 

Telekom hilft Community attracts on average approximately 1.6m unique visitors each month – trending up 22% on year to year comparison. Based on a 35% solution rate, we assume that >350,000 calls can be avoided per month. In addition to the value of deflected calls, we take advantage of priceless value from customer insights and increased reputation for Deutsche Telekom.

 

Before Telekom hilft Community started, Deutsche Telekom offered three different online platforms. Migrated and consolidated to one platform, Lithium helps us to streamline customer service and the IT landscape as well as to enhance usability and the user journey for our customers.

 

Status:
2016 Lithy Submission

Lithys 2016: Webroot- Marketing Champion

By JaniceK

Lithys 2016: Webroot- Marketing Champion

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-29-2016 01:25 PM - edited ‎05-03-2016 01:15 PM

Webroot logo.png

Company: Webroot

Contact: Nic Tolstoshev (Community Manager)

Community: Webroot Community

Lithy category:  Marketing Champion

 

Webroot delivers next-generation endpoint security and threat intelligence services to protect businesses and individuals around the globe. Our smarter approach harnesses the power of cloud-based collective threat intelligence derived from millions of real-world devices to stop threats in real time and help secure the connected world. Trusted and integrated by market-leading companies, including Cisco, F5 Networks, Aruba, Palo Alto Networks, A10 Networks, and more, Webroot protects tens of millions of devices across businesses, home users, and the Internet of Things. Discover Smarter Cybersecurity™ solutions at www.webroot.com

 

Webroot Business Dispatch

Since December 2012, we’ve been sending out a monthly newsletter featuring the best community content determined by community metrics and an editorial team. 

 

webroot 1.png

 

Every month we see a big spike in visits to the community.

 

Webroot 2.png

Webroot 3.png

 

We wanted to match the success of the Community Dispatch on the business section of the community.

 

Our strategy and tactics

 

We added a business oriented Community Dispatch sent only to SMB customers, starting in June 2015.  Our goal was to grow the business community as it wasn’t as active as the consumer side of the community.

 

Webroot 4.png

 

 

Our results

 

We matched the 30% open rate of the consumer newsletter.

 

Webroot 5.png

Webroot 6.png

 

We’re seeing more questions and more answers coming from power users on the business and channel partner sections of the community:

 

Webroot 7.png

 

More than doubled the business post views.

 

Webroot 8.png

 

We started the business dispatch at the end of June 2015 and have doubled the business post views since that month.

 

 


Webroot logo.png

Company: Webroot

Contact: Nic Tolstoshev (Community Manager)

Community: Webroot Community

Lithy category:  Marketing Champion

 

Webroot delivers next-generation endpoint security and threat intelligence services to protect businesses and individuals around the globe. Our smarter approach harnesses the power of cloud-based collective threat intelligence derived from millions of real-world devices to stop threats in real time and help secure the connected world. Trusted and integrated by market-leading companies, including Cisco, F5 Networks, Aruba, Palo Alto Networks, A10 Networks, and more, Webroot protects tens of millions of devices across businesses, home users, and the Internet of Things. Discover Smarter Cybersecurity™ solutions at www.webroot.com

 

Webroot Business Dispatch

Since December 2012, we’ve been sending out a monthly newsletter featuring the best community content determined by community metrics and an editorial team. 

 

webroot 1.png

 

Every month we see a big spike in visits to the community.

 

Webroot 2.png

Webroot 3.png

 

We wanted to match the success of the Community Dispatch on the business section of the community.

 

Our strategy and tactics

 

We added a business oriented Community Dispatch sent only to SMB customers, starting in June 2015.  Our goal was to grow the business community as it wasn’t as active as the consumer side of the community.

 

Webroot 4.png

 

 

Our results

 

We matched the 30% open rate of the consumer newsletter.

 

Webroot 5.png

Webroot 6.png

 

We’re seeing more questions and more answers coming from power users on the business and channel partner sections of the community:

 

Webroot 7.png

 

More than doubled the business post views.

 

Webroot 8.png

 

We started the business dispatch at the end of June 2015 and have doubled the business post views since that month.

 

 

Status:
2016 Lithy Submission

Lithys 2016: Petco - Community Design of the Year

By JaniceK

Lithys 2016: Petco - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-29-2016 11:05 AM - last edited on ‎05-03-2016 08:25 AM by Moderator Moderator

brand-logo.pngCompany: Petco

Contact: Melanie Morrill (Mgr, Social Media and Content)

Community: Petco Community

Lithy category: Community Design of the Year

 

With more than 50 years of service to pet parents, Petco is a leading pet specialty retailer that focuses on nurturing powerful relationships between people and pets. We do this by providing the products, services, advice and experiences that keep pets physically fit, mentally alert, socially engaged and emotionally happy.

 

Our community goals

 

Our goal is to establish Petco digital properties as the “go-to” source for pet care news, customer support, social commerce, education, information and fun. The Petco Community delivers on “The Power of Together” by creating and showcasing high-value, Petco-branded content that resonates with the communities we serve. We aim to engage and empower pet parents to enrich their pets’ lives.

 

The design elements that make our community unique 

 

The Petco Community is a branded content hub where pet parents and animal lovers can connect, share pet stories, find solutions to pet care issues and more. The Community platform, with a new look and feel and a dramatically improved user experience, enables us to more effectively and efficiently engage, support and market to current and prospective customers. The design elements that make our community unique are the rich content immersion from our home page and throughout the community, and dynamic content recommendation at the blog level.

 

To Petco, the community is more than just Q&A forum content. It’s about engaging with pet parents in rich, meaningful ways. Our goal was to strike an important balance between Petco-generated and user-generated content. For instance, on the home page, we developed large components that enabled Petco to feature beautiful, unique pet imagery to entice users to engage and to communicate our expertise, while at the same time balancing that against user-generated discussion content across all pet categories.

 

The Community offers a variety of content in every pet category—including dog, cat, fish, small animal, reptile and bird. You’ll also find:

  • Hundreds of blog posts (co-created and collaborative content written by SMEs, influencers, Petco partners, veterinarians, community super users and pet industry journalists)
  • More than 6,500 forum posts (where community members can ask questions and share their pet parent experiences)
  • A tribal knowledge base (where we provide the best answers to common questions)
  • Infographics, Petco videos, photos, contests and more

 

How we executed our community design

 

We leveraged Lithium’s strategy consulting and technical services groups to conceive, design and implement a customized experience. Strategy consulting worked with us from the ground up, identifying our core business needs and matching that with an achievable but differentiated community experience, one that propelled us from a standard forum design to a rich, compelling community we could be proud of. Next, they worked hand-in-hand with their development team to ensure that many of the customized experiences we wanted could be executed on-time and within budget. Lastly, they continued to engage with us after implementation to make tweaks and improvements to the experience. In fact, we continue to work with them to convert the community to a responsive experience in the coming months.

 

Our metrics

 

All 2015 goals for the community were exceeded post community redesign launch.

 

Traffic Totals for FY15:

  • 62% increase YOY Total Page Views: 3,942,000 (FY14: 2,430,000)
  • 68% increase YOY Visits: 2,852,000 (FY14: 1,702,000)
  • 65% increase YOY Unique visitors: 2,533,000 (FY14: 1,538,000)
  • 28% increase YOY Total Registered Member: 15,008 (FY14: 11,726)
  • 22% increase YOY Completed registrations: 3,282 (FY14: 2,685)

 

Untitled6.png 

Untitled5.png 

Untitled7.png


brand-logo.pngCompany: Petco

Contact: Melanie Morrill (Mgr, Social Media and Content)

Community: Petco Community

Lithy category: Community Design of the Year

 

With more than 50 years of service to pet parents, Petco is a leading pet specialty retailer that focuses on nurturing powerful relationships between people and pets. We do this by providing the products, services, advice and experiences that keep pets physically fit, mentally alert, socially engaged and emotionally happy.

 

Our community goals

 

Our goal is to establish Petco digital properties as the “go-to” source for pet care news, customer support, social commerce, education, information and fun. The Petco Community delivers on “The Power of Together” by creating and showcasing high-value, Petco-branded content that resonates with the communities we serve. We aim to engage and empower pet parents to enrich their pets’ lives.

 

The design elements that make our community unique 

 

The Petco Community is a branded content hub where pet parents and animal lovers can connect, share pet stories, find solutions to pet care issues and more. The Community platform, with a new look and feel and a dramatically improved user experience, enables us to more effectively and efficiently engage, support and market to current and prospective customers. The design elements that make our community unique are the rich content immersion from our home page and throughout the community, and dynamic content recommendation at the blog level.

 

To Petco, the community is more than just Q&A forum content. It’s about engaging with pet parents in rich, meaningful ways. Our goal was to strike an important balance between Petco-generated and user-generated content. For instance, on the home page, we developed large components that enabled Petco to feature beautiful, unique pet imagery to entice users to engage and to communicate our expertise, while at the same time balancing that against user-generated discussion content across all pet categories.

 

The Community offers a variety of content in every pet category—including dog, cat, fish, small animal, reptile and bird. You’ll also find:

  • Hundreds of blog posts (co-created and collaborative content written by SMEs, influencers, Petco partners, veterinarians, community super users and pet industry journalists)
  • More than 6,500 forum posts (where community members can ask questions and share their pet parent experiences)
  • A tribal knowledge base (where we provide the best answers to common questions)
  • Infographics, Petco videos, photos, contests and more

 

How we executed our community design

 

We leveraged Lithium’s strategy consulting and technical services groups to conceive, design and implement a customized experience. Strategy consulting worked with us from the ground up, identifying our core business needs and matching that with an achievable but differentiated community experience, one that propelled us from a standard forum design to a rich, compelling community we could be proud of. Next, they worked hand-in-hand with their development team to ensure that many of the customized experiences we wanted could be executed on-time and within budget. Lastly, they continued to engage with us after implementation to make tweaks and improvements to the experience. In fact, we continue to work with them to convert the community to a responsive experience in the coming months.

 

Our metrics

 

All 2015 goals for the community were exceeded post community redesign launch.

 

Traffic Totals for FY15:

  • 62% increase YOY Total Page Views: 3,942,000 (FY14: 2,430,000)
  • 68% increase YOY Visits: 2,852,000 (FY14: 1,702,000)
  • 65% increase YOY Unique visitors: 2,533,000 (FY14: 1,538,000)
  • 28% increase YOY Total Registered Member: 15,008 (FY14: 11,726)
  • 22% increase YOY Completed registrations: 3,282 (FY14: 2,685)

 

Untitled6.png 

Untitled5.png 

Untitled7.png

Status:
2016 Lithy Submission

Lithys 2016: Petco - Total Community All Star

By JaniceK

Lithys 2016: Petco - Total Community All Star

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-29-2016 11:02 AM - last edited on ‎05-03-2016 08:25 AM by Moderator Moderator

brand-logo.pngCompany: Petco

Contact: Melanie Morrill (Mgr, Social Media and Content)

Community: Petco Community

Lithy category:  Total Community All Star 

 

With more than 50 years of service to pet parents, Petco is a leading pet specialty retailer that focuses on nurturing powerful relationships between people and pets. We do this by providing the products, services, advice and experiences that keep pets physically fit, mentally alert, socially engaged and emotionally happy.

 

Our road to Lithium

 

Having pets undoubtedly means having questions about pet care. As a leading pet care retailer, Petco understands that pet parents often turn to online search first when they have questions, but also that the internet is fraught with misinformation about proper animal care. The concept of a Petco owned community was born out a clear need for expertly crafted and reviewed content that is based on years of animal care experience and knowledge.

 

In 2012, after careful review and consideration, we chose Lithium as our platform provider and launched the first iteration of the Petco Community, called “Pet Talk Place.” Our goal was to live our brand values and realize our vision of being the “trusted source” for pet parents. In order to realize this goal, we needed a best in class platform that would allow us to connect with our customers, and connect our customers with each other—ultimately driving down customer service costs by providing a space for self-serve resolutions.

 

Despite fantastic results in the first few months following the launch of Pet Talk Place, we realized that we had run out of things to talk about, and there was growing need for fresh and relevant content. At the same time, we noticed a shift in customer expectations in terms of responsiveness. People wanted more content, and they wanted it fast. To address both of these issues, we implemented LSW in 2013. With LSW, we now have access to questions that are top of mind for our customers, and can determine the priority in which those questions need to be addressed based on frequency and influence of the person posting the question. We create at least five unique pieces of content each week, spanning all pet categories.

 

The benefits of having both Community and LSW

 

In 2012, we decided that if we were to going to successfully fulfill our goal of being the “most trusted source” for pet parents, we needed a clear digital customer experience strategy to help us shift from talking at our customers, to actively participating in conversations our customers wanted to have. In order to do this, we set out to rethink our approach and start with the basics—discover pet parent needs, put a plan in place to address those needs, execute based on those needs and then continue to reassess and build on our successes. The Lithium community platform—in conjunction with LSW—is what allows us to execute against that strategy.

 

The Petco Community combines expert information with peer-to-peer advice for a comprehensive site that provides blog content, forums, lead-generation contests and a unique knowledge base, each serving the range of pet verticals. LSW allows us to share community content with members, associates and prospective customers quickly and consistently. Having both tools means we are able to serve our customers wherever they are in the social web, on their terms, and in a consistent manner.

 

The enhanced reporting functionality offered by LSW not only enables us to better share our customer care story with leadership, it provides a more sophisticated reporting structure that demonstrates our support of the KPIs our social teams were goaled to achieve.

 

Our results

 

In short, with a Total Community approach, we have managed to meet digital customer expectations tenfold. One of our finest accomplishments this year was earning the “Facebook Responsive Badge” before any of our competitors, and before any other retailer, making us best in class in terms of social customer support. This means we are responding to 90% of our customers within five minutes of contact. To put that into perspective, four years ago, our average response time was 16 hours. Needless to say, our gains in efficiency have allowed us to respond to three times the volume of comments and questions, in a shorter time and in a manner that allowed us to build on each learning in the form of meaningful content.

 

Strong content and participation in our community has resulted in tremendous improvements year over year in terms of community health and traffic.

 

Community Health:

 

Average CHI score 2013

Average CHI score 2014

Average CHI score 2015

441

464

523

 

Traffic Totals for FY15:

  • 62% increase YOY Total Page Views: 3,942,000 (FY14: 2,430,000)
  • 68% increase YOY Visits: 2,852,000 (FY14: 1,702,000)
  • 65% increase YOY Unique visitors: 2,533,000 (FY14: 1,538,000)
  • 28% increase YOY Total Registered Member: 15,008 (FY14: 11,726)
  • 22% increase YOY Completed registrations: 3,282 (FY14: 2,685)

 

An unexpected benefit from all of the content we have created for the community came in the form of efficiency in our social and digital ad spend thanks to pixels that allow us to retarget users with relevant promotions and sales that are based on content consumption behaviors. Our overall Facebook spend per ad has decreased by 60%, thanks to these efficiencies.


brand-logo.pngCompany: Petco

Contact: Melanie Morrill (Mgr, Social Media and Content)

Community: Petco Community

Lithy category:  Total Community All Star 

 

With more than 50 years of service to pet parents, Petco is a leading pet specialty retailer that focuses on nurturing powerful relationships between people and pets. We do this by providing the products, services, advice and experiences that keep pets physically fit, mentally alert, socially engaged and emotionally happy.

 

Our road to Lithium

 

Having pets undoubtedly means having questions about pet care. As a leading pet care retailer, Petco understands that pet parents often turn to online search first when they have questions, but also that the internet is fraught with misinformation about proper animal care. The concept of a Petco owned community was born out a clear need for expertly crafted and reviewed content that is based on years of animal care experience and knowledge.

 

In 2012, after careful review and consideration, we chose Lithium as our platform provider and launched the first iteration of the Petco Community, called “Pet Talk Place.” Our goal was to live our brand values and realize our vision of being the “trusted source” for pet parents. In order to realize this goal, we needed a best in class platform that would allow us to connect with our customers, and connect our customers with each other—ultimately driving down customer service costs by providing a space for self-serve resolutions.

 

Despite fantastic results in the first few months following the launch of Pet Talk Place, we realized that we had run out of things to talk about, and there was growing need for fresh and relevant content. At the same time, we noticed a shift in customer expectations in terms of responsiveness. People wanted more content, and they wanted it fast. To address both of these issues, we implemented LSW in 2013. With LSW, we now have access to questions that are top of mind for our customers, and can determine the priority in which those questions need to be addressed based on frequency and influence of the person posting the question. We create at least five unique pieces of content each week, spanning all pet categories.

 

The benefits of having both Community and LSW

 

In 2012, we decided that if we were to going to successfully fulfill our goal of being the “most trusted source” for pet parents, we needed a clear digital customer experience strategy to help us shift from talking at our customers, to actively participating in conversations our customers wanted to have. In order to do this, we set out to rethink our approach and start with the basics—discover pet parent needs, put a plan in place to address those needs, execute based on those needs and then continue to reassess and build on our successes. The Lithium community platform—in conjunction with LSW—is what allows us to execute against that strategy.

 

The Petco Community combines expert information with peer-to-peer advice for a comprehensive site that provides blog content, forums, lead-generation contests and a unique knowledge base, each serving the range of pet verticals. LSW allows us to share community content with members, associates and prospective customers quickly and consistently. Having both tools means we are able to serve our customers wherever they are in the social web, on their terms, and in a consistent manner.

 

The enhanced reporting functionality offered by LSW not only enables us to better share our customer care story with leadership, it provides a more sophisticated reporting structure that demonstrates our support of the KPIs our social teams were goaled to achieve.

 

Our results

 

In short, with a Total Community approach, we have managed to meet digital customer expectations tenfold. One of our finest accomplishments this year was earning the “Facebook Responsive Badge” before any of our competitors, and before any other retailer, making us best in class in terms of social customer support. This means we are responding to 90% of our customers within five minutes of contact. To put that into perspective, four years ago, our average response time was 16 hours. Needless to say, our gains in efficiency have allowed us to respond to three times the volume of comments and questions, in a shorter time and in a manner that allowed us to build on each learning in the form of meaningful content.

 

Strong content and participation in our community has resulted in tremendous improvements year over year in terms of community health and traffic.

 

Community Health:

 

Average CHI score 2013

Average CHI score 2014

Average CHI score 2015

441

464

523

 

Traffic Totals for FY15:

  • 62% increase YOY Total Page Views: 3,942,000 (FY14: 2,430,000)
  • 68% increase YOY Visits: 2,852,000 (FY14: 1,702,000)
  • 65% increase YOY Unique visitors: 2,533,000 (FY14: 1,538,000)
  • 28% increase YOY Total Registered Member: 15,008 (FY14: 11,726)
  • 22% increase YOY Completed registrations: 3,282 (FY14: 2,685)

 

An unexpected benefit from all of the content we have created for the community came in the form of efficiency in our social and digital ad spend thanks to pixels that allow us to retarget users with relevant promotions and sales that are based on content consumption behaviors. Our overall Facebook spend per ad has decreased by 60%, thanks to these efficiencies.

Status:
2016 Lithy Submission

Lithys 2016: GoDaddy - Marketing Champion

By JaniceK

Lithys 2016: GoDaddy - Marketing Champion

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-29-2016 10:47 AM - last edited on ‎05-03-2016 08:25 AM by Moderator Moderator

Company: GoDaddy

Contact: Rachel Makool (Sr. Product Manager, Community)

Community: GoDaddy Community

Lithy category:  Marketing Champion

 

a.pngb.pngc.png

 

Our unique promotion 

 

One of GoDaddy’s top “rocks” = goals is to “Extend and Enhance our Customer Relationships” and as part of this, we launched our Community.

 

Our goals are to:

  1. Provide quick and immediate answers to customer questions to save them time while in the flow of their work.
  2. Encourage engagement of our customers to aid in learning of GoDaddy products and services to enhance usage.
  3. Enhance learning and engagement for our employees to increase understanding of customer's needs and expectations of GoDaddy

 

In order to kick off our new Community, we wanted to seed a lot of content. We decided to recruit customers that we named “Community Founders” to help us seed the content before going live.

 

Our strategy and tactics 

 

The strategy was to get a group of customers to help us seed content before going live. The tactics were to recruit customers through multiple methods like emails, phone calls and article in our Help content. We set a lofty goal of 200 customers. Asked them to sign up so we could reach out to them with more detail.

 

We recruited a group of customers through email campaigns and by reaching out to individuals to be “Community Founders”. We had 300 express interest and 50% of them (150 customers) registered and signed into the Community to help us seed content before the site went live on March 31st. These 150 customers were comprised of professionals (people who create websites, etc for other customers) and other small business owners. We spent 5 weeks working closely with them to create compelling content to launch the site with. They all earned a “Community Founder” badge and rank as a thank you and also to give them recognition in the Community as leaders.

 

Founder badge and rank icon:

 

d.png

 

The customers we recruited as Founders were GoDaddy customers for at least 1 year, active and own more than 3 of our products.

 

One of our Founders (username LoDoWeb) stated, "The community thus far is a great place to meet people. So far I enjoy it.”

 

In addition to the Founders badges, we created an “Early Bird” badge for any customer who registers within the first month of the launch in April.

 

 cx.png

 

We also created a “GoDaddy Pro” badge to recognize all “Pros” who are part of our GoDaddy Pro program. We will also have a rank icon for them shortly. This is a way for them to highlight their business expertise and potentially get business from someone who needs help building a website.

 

Untitled2.png

 

Our results

 

We exceeded our goals and got 300 customers to sign up. As of today, March 23rd, we have 80 customers registered and posting. We plan on launching within the next two weeks and hope to have more customers registered and posting before going live. Their posts have been very engaging! We created a “Founder” Badge to give them recognition for being early birds in our Community and will also create a “Founder” rank in order to attach a badge to their user name.

 

In the first month, we’ll have received 50,000-70,000 page views through email promotion, Twitter promotion (see below screenshot), exposure in Help (see below screenshot) and SEO. 

 

 

Untitled3.png 

Untitled4.png

 

In addition, we have achieved over 2,000 completed registrations in the first month of our community launch.


Company: GoDaddy

Contact: Rachel Makool (Sr. Product Manager, Community)

Community: GoDaddy Community

Lithy category:  Marketing Champion

 

a.pngb.pngc.png

 

Our unique promotion 

 

One of GoDaddy’s top “rocks” = goals is to “Extend and Enhance our Customer Relationships” and as part of this, we launched our Community.

 

Our goals are to:

  1. Provide quick and immediate answers to customer questions to save them time while in the flow of their work.
  2. Encourage engagement of our customers to aid in learning of GoDaddy products and services to enhance usage.
  3. Enhance learning and engagement for our employees to increase understanding of customer's needs and expectations of GoDaddy

 

In order to kick off our new Community, we wanted to seed a lot of content. We decided to recruit customers that we named “Community Founders” to help us seed the content before going live.

 

Our strategy and tactics 

 

The strategy was to get a group of customers to help us seed content before going live. The tactics were to recruit customers through multiple methods like emails, phone calls and article in our Help content. We set a lofty goal of 200 customers. Asked them to sign up so we could reach out to them with more detail.

 

We recruited a group of customers through email campaigns and by reaching out to individuals to be “Community Founders”. We had 300 express interest and 50% of them (150 customers) registered and signed into the Community to help us seed content before the site went live on March 31st. These 150 customers were comprised of professionals (people who create websites, etc for other customers) and other small business owners. We spent 5 weeks working closely with them to create compelling content to launch the site with. They all earned a “Community Founder” badge and rank as a thank you and also to give them recognition in the Community as leaders.

 

Founder badge and rank icon:

 

d.png

 

The customers we recruited as Founders were GoDaddy customers for at least 1 year, active and own more than 3 of our products.

 

One of our Founders (username LoDoWeb) stated, "The community thus far is a great place to meet people. So far I enjoy it.”

 

In addition to the Founders badges, we created an “Early Bird” badge for any customer who registers within the first month of the launch in April.

 

 cx.png

 

We also created a “GoDaddy Pro” badge to recognize all “Pros” who are part of our GoDaddy Pro program. We will also have a rank icon for them shortly. This is a way for them to highlight their business expertise and potentially get business from someone who needs help building a website.

 

Untitled2.png

 

Our results

 

We exceeded our goals and got 300 customers to sign up. As of today, March 23rd, we have 80 customers registered and posting. We plan on launching within the next two weeks and hope to have more customers registered and posting before going live. Their posts have been very engaging! We created a “Founder” Badge to give them recognition for being early birds in our Community and will also create a “Founder” rank in order to attach a badge to their user name.

 

In the first month, we’ll have received 50,000-70,000 page views through email promotion, Twitter promotion (see below screenshot), exposure in Help (see below screenshot) and SEO. 

 

 

Untitled3.png 

Untitled4.png

 

In addition, we have achieved over 2,000 completed registrations in the first month of our community launch.

Status:
2016 Lithy Finalist

Lithys 2016: FOX SPORTS - Marketing Champion

By JaniceK

Lithys 2016: FOX SPORTS - Marketing Champion

Status: 2016 Lithy Finalist
by Lithium Technologies JaniceK ‎04-29-2016 10:27 AM - edited ‎05-03-2016 08:08 PM

thumbnail_image1.pngCompany: FOX SPORTS Australia

Contact: Shae Marlow (Manager, Customer Experience & Community)

Community:  The Crowd

Lithy category:  Marketing Champion

 

FOX SPORTS is Australia’s leading producer of sports television coverage and is home to Australia's favourite subscription television sports channels as well as Australia's number one general sports website. FOX SPORTS operates the website www.foxsports.com.au which contains a wide range of video content and articles, including a citizen journalism community called, The Crowd. FOX SPORTS broadcasts over 10,000 hours of LIVE sports programming per year into 2.5 million homes around Australia.

 

 

Our unique promotion and the goal

 

In 2014, FOX SPORTS Australia launched The Crowd – a community forum created to be the home of sports conversations.

Two years in, The Crowd has provided us with a strong foundation to expand our Community Strategy and launch a unique marketing content strategy, Citizen Journalism. In short, Citizen Journalism is the ultimate community engagement opportunity whereby community members submit articles to FOX SPORTS to be published on The Crowd. It has been marketed as ‘the training ground for aspiring journalists’.

The initiative has allowed us to grow our community and promote our members, particularly superusers.

 

The goal has been to innovate the current marketing strategy for the community whilst supporting FOX SPORTS digital strategy, including:

  • to increase digital viewership and audience
  • lift the emotional connection to fans
  • reach more Australians and a younger audience

 

Untitled36.png

 

Our strategy and tactics for  community

 

We identified the lack of opportunities for aspiring sports journalists and so developed our Citizen Journalism initiative, a place for journalists to sharpen their skills while gaining real life experience.

 

We introduced an integrated content marketing approach in three key phases.

 

PHASE ONE: TEST

 

The first phase was to test the initiative in a controlled environment, engaging just two universities and inviting their journalism students to participate as ‘Crowd Correspondents’.

 

Students utilised The Crowd forum, where articles were submitted for approval and moderation then published to a public board. The FOX SPORTS Editorial team would then review each article and select the best for publication on foxsports.com.au. Published Crowd Correspondent articles featured all the hallmarks of a professional journalist’s piece – including their very own byline plus a link back to their Crowd profile. Lastly, two of the contributing students were selected and offered a two week paid internship with the FOX SPORTS editorial team.

 

Untitled37.png

 

PHASE TWO: LEVERAGE & INTEGRATE

 

Our second phase involved formalising a program that built the credentials and profiles of our Crowd Correspondents. We updated their Profile Pages, creating a portfolio of each student’s contributions to FOX SPORTS. We then discovered they were adding their Crowd profile credentials to their LinkedIn pages and CVs. This established their profiles as writers within the community and also established their Crowd experience as a worthy qualification externally.

Untitled38.png 

Untitled39.png

 

PHASE THREE: SCALE

 

The final stage was to scale and extend the program to 20+ universities across Australia. In order to market to these students, we interviewed our original Crowd Correspondent intern and created a promotional video, where we highlighted the benefits to other aspiring journalism students in becoming Crowd Correspondents themselves.

 

As the program matured, we ramped up promotion by integrating Crowd Correspondent articles into the FOX Sports App and established The Crowd’s Twitter account.

Untitled41.pngUntitled40.pngUntitled42.png

 

Our results

 

Within four months, phase one of The Crowd Correspondent marketing initiative nearly tripled its trial KPIs, with 14 Crowd Correspondents signing up (KPI was 5).

 

Now, in just over 7 months, the initiative has continued to exceed expectations, both from a business and community point of view, including:

  • 14 active universities
  • More than 80 Crowd Correspondents
  • Articles/Content submitted to the community has doubled, with a total of 300 articles submitted to the community and 200 published onto foxsports.com.au
  • Two internships successfully placed, with both interns now officially working for FOX SPORTS Australia
  • Dramatic increase from 2.3 page views per unique visitor to 4.6 page views
  • New community registrations have more than doubled from 120 to 300 per month
  • In our most recent promotional phase, we’ve had the highest page views since launching in 2014.

 

The Crowd began as a small idea with big aspirations and it has since grown into a viable content engine. It’s surpassed all KPIs set yet most importantly, it has given university students a chance to experience the thrill of sports journalism and in doing so, give fans a unique perspective of sport through the lens of a younger pundit.

 

Untitled43.png

 

 

 


thumbnail_image1.pngCompany: FOX SPORTS Australia

Contact: Shae Marlow (Manager, Customer Experience & Community)

Community:  The Crowd

Lithy category:  Marketing Champion

 

FOX SPORTS is Australia’s leading producer of sports television coverage and is home to Australia's favourite subscription television sports channels as well as Australia's number one general sports website. FOX SPORTS operates the website www.foxsports.com.au which contains a wide range of video content and articles, including a citizen journalism community called, The Crowd. FOX SPORTS broadcasts over 10,000 hours of LIVE sports programming per year into 2.5 million homes around Australia.

 

 

Our unique promotion and the goal

 

In 2014, FOX SPORTS Australia launched The Crowd – a community forum created to be the home of sports conversations.

Two years in, The Crowd has provided us with a strong foundation to expand our Community Strategy and launch a unique marketing content strategy, Citizen Journalism. In short, Citizen Journalism is the ultimate community engagement opportunity whereby community members submit articles to FOX SPORTS to be published on The Crowd. It has been marketed as ‘the training ground for aspiring journalists’.

The initiative has allowed us to grow our community and promote our members, particularly superusers.

 

The goal has been to innovate the current marketing strategy for the community whilst supporting FOX SPORTS digital strategy, including:

  • to increase digital viewership and audience
  • lift the emotional connection to fans
  • reach more Australians and a younger audience

 

Untitled36.png

 

Our strategy and tactics for  community

 

We identified the lack of opportunities for aspiring sports journalists and so developed our Citizen Journalism initiative, a place for journalists to sharpen their skills while gaining real life experience.

 

We introduced an integrated content marketing approach in three key phases.

 

PHASE ONE: TEST

 

The first phase was to test the initiative in a controlled environment, engaging just two universities and inviting their journalism students to participate as ‘Crowd Correspondents’.

 

Students utilised The Crowd forum, where articles were submitted for approval and moderation then published to a public board. The FOX SPORTS Editorial team would then review each article and select the best for publication on foxsports.com.au. Published Crowd Correspondent articles featured all the hallmarks of a professional journalist’s piece – including their very own byline plus a link back to their Crowd profile. Lastly, two of the contributing students were selected and offered a two week paid internship with the FOX SPORTS editorial team.

 

Untitled37.png

 

PHASE TWO: LEVERAGE & INTEGRATE

 

Our second phase involved formalising a program that built the credentials and profiles of our Crowd Correspondents. We updated their Profile Pages, creating a portfolio of each student’s contributions to FOX SPORTS. We then discovered they were adding their Crowd profile credentials to their LinkedIn pages and CVs. This established their profiles as writers within the community and also established their Crowd experience as a worthy qualification externally.

Untitled38.png 

Untitled39.png

 

PHASE THREE: SCALE

 

The final stage was to scale and extend the program to 20+ universities across Australia. In order to market to these students, we interviewed our original Crowd Correspondent intern and created a promotional video, where we highlighted the benefits to other aspiring journalism students in becoming Crowd Correspondents themselves.

 

As the program matured, we ramped up promotion by integrating Crowd Correspondent articles into the FOX Sports App and established The Crowd’s Twitter account.

Untitled41.pngUntitled40.pngUntitled42.png

 

Our results

 

Within four months, phase one of The Crowd Correspondent marketing initiative nearly tripled its trial KPIs, with 14 Crowd Correspondents signing up (KPI was 5).

 

Now, in just over 7 months, the initiative has continued to exceed expectations, both from a business and community point of view, including:

  • 14 active universities
  • More than 80 Crowd Correspondents
  • Articles/Content submitted to the community has doubled, with a total of 300 articles submitted to the community and 200 published onto foxsports.com.au
  • Two internships successfully placed, with both interns now officially working for FOX SPORTS Australia
  • Dramatic increase from 2.3 page views per unique visitor to 4.6 page views
  • New community registrations have more than doubled from 120 to 300 per month
  • In our most recent promotional phase, we’ve had the highest page views since launching in 2014.

 

The Crowd began as a small idea with big aspirations and it has since grown into a viable content engine. It’s surpassed all KPIs set yet most importantly, it has given university students a chance to experience the thrill of sports journalism and in doing so, give fans a unique perspective of sport through the lens of a younger pundit.

 

Untitled43.png

 

 

 

Status:
2016 Lithy Submission

Lithys 2016: Telefonica Movistar - Marketing Champ...

By JaniceK

Lithys 2016: Telefonica Movistar - Marketing Champion

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2016 06:13 PM - last edited on ‎05-03-2016 08:24 AM by Moderator Moderator

small.pngCompany: Telefonica Movistar 
Entry submitted by: Emilio Rodriguez Menendez ( Community Manager)

Community: Comunidad Movistar  

Lithy category: Marketing Champion

 

Telefónica is one of the world leading integrated operators in the telecommunications sector, providing communication, information and entertainment solutions, with presence in Europe and Latin America. It operates in 21 countries. As of December 2015, Telefónica’s total number of customers amounted to 322 million.

 

Our community objective

 

Our community amounts to 1.6 million visitors on average every month, and our blog itself ( Movisfera ) gets near 200k visits every month. We launched the blog 2 years ago with the goal to create a destination for our users, a place where they could write their own thoughts and content, and a forum with an abundance of help content useful for a Movistar customer, a technology fan, or a regular user. By mid 2015, we became aware that the blog wasn´t fulfilling our goals. 90% of the content was Movistar staff generated and full of commercial articles, so it was  time to turn around the situation and get back to our objective of creating a true community.

 

Launching our collaborators program

 

We decided to give our users more leadership/relevance, so we launched our collaborator program publicly. We asked our users to join the blog staff and help others with their content published in the blog.

 

We also decided to add new, regular content to the blog in the form of help-oriented content called "Tip/trick of the week" and "Our recommendation of the week" which have become quite popular between our visitors and readers.

 

We were able to get 10 regular collaborators (those who have written at least one article per month ) to contribute. Additionally we created a new section in the blog called "User corner" and identified each and every single users article/post with a label that showed the post was non Movistar generated. 

 

 

 Captura de pantalla 2016-04-29 a la(s) 09.19.21.png

By the end of 2015, we celebrated our annual event with users and super users. We awarded the blog collaborator of the year (the person who had created the most content and achieved the most visits) with a trophy and a special gift. 

 

image002.jpg

 

Continued  success with the collaborators program

 

By March 2016, the regular blog collaborators grew significantly. They have published more than 80 articles which have received (on an average of more than 3,000 visits per post) nearly 400,000 visits in less than one year. Especially popular have been the user j3gallo posts about cinema with thousands of visits and social shares.

 

https://comunidad.movistar.es/t5/user/viewprofilepage/user-id/45

 

https://comunidad.movistar.es/t5/Movisfera/El-mejor-cine-de-este-oto%C3%B1o-estrenos-de-octubre-pr%C...

 

The reach of their content has also been spread through our social networks’ official pages (Facebook and Twitter) in which we have shared their content with huge success within our followers (as shown in the following examples):

image003.png 

image004.png 

image005.png

 

Results of the collaborators program

 

To summarize, the goals we have achieved with this project:

  • Blog visits and views have increased by 150% since May 2015
  • We’ve garnered more than 10 regular collaborators
  • The blog perception has drastically changed for the better-- from commercial content to user-generated content

 

Captura de pantalla 2016-04-28 a la(s) 11.49.37.png 

 


small.pngCompany: Telefonica Movistar 
Entry submitted by: Emilio Rodriguez Menendez ( Community Manager)

Community: Comunidad Movistar  

Lithy category: Marketing Champion

 

Telefónica is one of the world leading integrated operators in the telecommunications sector, providing communication, information and entertainment solutions, with presence in Europe and Latin America. It operates in 21 countries. As of December 2015, Telefónica’s total number of customers amounted to 322 million.

 

Our community objective

 

Our community amounts to 1.6 million visitors on average every month, and our blog itself ( Movisfera ) gets near 200k visits every month. We launched the blog 2 years ago with the goal to create a destination for our users, a place where they could write their own thoughts and content, and a forum with an abundance of help content useful for a Movistar customer, a technology fan, or a regular user. By mid 2015, we became aware that the blog wasn´t fulfilling our goals. 90% of the content was Movistar staff generated and full of commercial articles, so it was  time to turn around the situation and get back to our objective of creating a true community.

 

Launching our collaborators program

 

We decided to give our users more leadership/relevance, so we launched our collaborator program publicly. We asked our users to join the blog staff and help others with their content published in the blog.

 

We also decided to add new, regular content to the blog in the form of help-oriented content called "Tip/trick of the week" and "Our recommendation of the week" which have become quite popular between our visitors and readers.

 

We were able to get 10 regular collaborators (those who have written at least one article per month ) to contribute. Additionally we created a new section in the blog called "User corner" and identified each and every single users article/post with a label that showed the post was non Movistar generated. 

 

 

 Captura de pantalla 2016-04-29 a la(s) 09.19.21.png

By the end of 2015, we celebrated our annual event with users and super users. We awarded the blog collaborator of the year (the person who had created the most content and achieved the most visits) with a trophy and a special gift. 

 

image002.jpg

 

Continued  success with the collaborators program

 

By March 2016, the regular blog collaborators grew significantly. They have published more than 80 articles which have received (on an average of more than 3,000 visits per post) nearly 400,000 visits in less than one year. Especially popular have been the user j3gallo posts about cinema with thousands of visits and social shares.

 

https://comunidad.movistar.es/t5/user/viewprofilepage/user-id/45

 

https://comunidad.movistar.es/t5/Movisfera/El-mejor-cine-de-este-oto%C3%B1o-estrenos-de-octubre-pr%C...

 

The reach of their content has also been spread through our social networks’ official pages (Facebook and Twitter) in which we have shared their content with huge success within our followers (as shown in the following examples):

image003.png 

image004.png 

image005.png

 

Results of the collaborators program

 

To summarize, the goals we have achieved with this project:

  • Blog visits and views have increased by 150% since May 2015
  • We’ve garnered more than 10 regular collaborators
  • The blog perception has drastically changed for the better-- from commercial content to user-generated content

 

Captura de pantalla 2016-04-28 a la(s) 11.49.37.png 

 

Status:
2016 Lithy Submission

Lithys 2016: du - Excellence in Customer Satisfact...

By JaniceK

Lithys 2016: du - Excellence in Customer Satisfaction

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2016 06:07 PM - last edited on ‎05-03-2016 08:24 AM by Moderator Moderator

Untitled6.pngCompany: du

Contact: Samya Chahin (Director Digital Self Service)

Community: du Community

Lithy category: Excellence in Customer Satisfaction

 

About our team: Digital Business

Our goal is to drive the digital revolution for our customers and our business. We will do this by offering a seamless, excellent experience across all our digital channels, as well as finding smarter digital solutions that offer the greatest value.

 

About du

du started operating in 2007, offering mobile and fixed telephony, broadband connectivity and IPTV services. Today, we serve more than 7.5 million individual customers and over 80,000 businesses in the UAE. We also provide carrier services for businesses and satellite up/downlink services for TV broadcasters.

 

Our customer satisfaction initiatives 

We see all of our digital channels, including du Community, as an opportunity to improve customer satisfaction. Our aim is to set the standard for service providers in the UAE by giving customers the best experience online. 2015 was a period of intense investment in our digital channels to improve customer satisfaction, take away pain points and reduce the need to queue in stores or at our call centres:

Revamping our online self-service channel ‘My Account’ – to offer 50+ online self-service features – resulting in 25% increase in users in just six months:

  • Added flexibility – quick and easy way to change plans
  • Greater transparency – view payment and usage history
  • Trouble shooting – allowing customers better manage spending and resolve queries
  • Only UAE telecom to allow customers to renew personal ID online – previously customers had to queue in store to renew ID in person to comply with the country’s strict ‘My Number My Identity’ requirements.

 

Offered queue jumping service on du App

We’ve reduced their waiting time in du stores by allowing customers to forward book appointments on du App. Customers can book appointments up to two hours before visiting a du store and ensure they’re next to be seen on arrival – minimizing their wait time. Nearly 12K customers saved time using the service in the first 3 months.

 

du App revamp

A major revamp of du App added new functionalities and a vastly improved user experience as it moved from hybrid to native. This resulted in a 37% increase in downloads of the du App – encouraging customers to switch to a more convenient way of paying for and managing their services.

 

Positive customer satisfaction indicators from our digital initiatives in 2015

 

Untitled7.png

 

The most  important customer issue we  were looking to solve via  Lithium implementation

 

Untitled8.png

 

We want our customers to spend time on the things that matter most to them, not queueing in our stores or on the phone to our call centers. Like any major service provider we experience an unnecessarily high volume of customers visiting, these channels which is a good spend neither of their time, or efficient operationally for our business. Our Community allows us to remedy this problem by solving basic problems for customers.

 

We also believe communities build trust between brands and people. Engage in two-way conversations with our customers is essential to building relationships with them. Our Community allows us to be more open as an organization, listen to our customers, help them and act on their advice to improve service and drive innovation.

 

Untitled9.png

 

In 2015 the main focus for us was to understand community’s member need and to encourage community to help each other and make it easier for them to find solutions. We believe word of mouth is key to spread trust with du and the Community is the ideal place for this.

 

Untitled10.png

 

Results:

Community is giving the opportunity to du employees to interact with customers directly, in a less formal way, which facilitates better discussion and shows we are more open as a brand. This gives us a deeper understanding of their needs and accordingly improve our services as per customer expectation. We are now starting an ‘ask the experts programme’ with leaders in our organization facing live questions on the community.

 

Compared to 2014, we observed an increase of completed registrations by 84% and an increase of unique visits by 207% by end of 2015 – indicating value to our customers.

Untitled11.png

 

The idea section in the Community proved very successful. This gave customers an opportunity to share ideas, observations and suggestions for improvements. A dedicated team have been assigned to look into over 100 ideas shared, with 35% likely to be taken forward to fulfill the customers needs.

 

These ideas also contribute to the Ruler of Dubai’s vision for the city to be the happiest in the world. The team assigned to Community team also share the responsibility of working with the eGovernment smart initiative to collect from the public ideas and comments to participate in building the future of Dubai. This helps maximize the value of each idea shared.

 

a.png

 

Our metrics

Since we launched du Community, our customer contact base measure, which presents the number of customer complaints received through shops and contact centers versus subscriber base has decreased from December 2014 to December 2015 by 5%.

 

Untitled12.png

 

NPS scores for online channels:

 

Untitled14.pngUntitled13.png

 

The first Community value analytics report resulted in an impressive satisfaction result compared to similar telcos:

 

  • 83% come to the community to search for information
  • 59% found the information they are looking for on the Community
  • 33% would call support, 14% would go to the store & 13% would post on Community their question if they can’t find an answer
  • 53% would recommend Community to friends

 

du Community stands at the top when benchmarked with communities of top 4 global communication service providers (CSP) for on customer satisfaction.

 

Untitled15.png

Source of top 4 CSP: Lithium December 2015

 

 

 


Untitled6.pngCompany: du

Contact: Samya Chahin (Director Digital Self Service)

Community: du Community

Lithy category: Excellence in Customer Satisfaction

 

About our team: Digital Business

Our goal is to drive the digital revolution for our customers and our business. We will do this by offering a seamless, excellent experience across all our digital channels, as well as finding smarter digital solutions that offer the greatest value.

 

About du

du started operating in 2007, offering mobile and fixed telephony, broadband connectivity and IPTV services. Today, we serve more than 7.5 million individual customers and over 80,000 businesses in the UAE. We also provide carrier services for businesses and satellite up/downlink services for TV broadcasters.

 

Our customer satisfaction initiatives 

We see all of our digital channels, including du Community, as an opportunity to improve customer satisfaction. Our aim is to set the standard for service providers in the UAE by giving customers the best experience online. 2015 was a period of intense investment in our digital channels to improve customer satisfaction, take away pain points and reduce the need to queue in stores or at our call centres:

Revamping our online self-service channel ‘My Account’ – to offer 50+ online self-service features – resulting in 25% increase in users in just six months:

  • Added flexibility – quick and easy way to change plans
  • Greater transparency – view payment and usage history
  • Trouble shooting – allowing customers better manage spending and resolve queries
  • Only UAE telecom to allow customers to renew personal ID online – previously customers had to queue in store to renew ID in person to comply with the country’s strict ‘My Number My Identity’ requirements.

 

Offered queue jumping service on du App

We’ve reduced their waiting time in du stores by allowing customers to forward book appointments on du App. Customers can book appointments up to two hours before visiting a du store and ensure they’re next to be seen on arrival – minimizing their wait time. Nearly 12K customers saved time using the service in the first 3 months.

 

du App revamp

A major revamp of du App added new functionalities and a vastly improved user experience as it moved from hybrid to native. This resulted in a 37% increase in downloads of the du App – encouraging customers to switch to a more convenient way of paying for and managing their services.

 

Positive customer satisfaction indicators from our digital initiatives in 2015

 

Untitled7.png

 

The most  important customer issue we  were looking to solve via  Lithium implementation

 

Untitled8.png

 

We want our customers to spend time on the things that matter most to them, not queueing in our stores or on the phone to our call centers. Like any major service provider we experience an unnecessarily high volume of customers visiting, these channels which is a good spend neither of their time, or efficient operationally for our business. Our Community allows us to remedy this problem by solving basic problems for customers.

 

We also believe communities build trust between brands and people. Engage in two-way conversations with our customers is essential to building relationships with them. Our Community allows us to be more open as an organization, listen to our customers, help them and act on their advice to improve service and drive innovation.

 

Untitled9.png

 

In 2015 the main focus for us was to understand community’s member need and to encourage community to help each other and make it easier for them to find solutions. We believe word of mouth is key to spread trust with du and the Community is the ideal place for this.

 

Untitled10.png

 

Results:

Community is giving the opportunity to du employees to interact with customers directly, in a less formal way, which facilitates better discussion and shows we are more open as a brand. This gives us a deeper understanding of their needs and accordingly improve our services as per customer expectation. We are now starting an ‘ask the experts programme’ with leaders in our organization facing live questions on the community.

 

Compared to 2014, we observed an increase of completed registrations by 84% and an increase of unique visits by 207% by end of 2015 – indicating value to our customers.

Untitled11.png

 

The idea section in the Community proved very successful. This gave customers an opportunity to share ideas, observations and suggestions for improvements. A dedicated team have been assigned to look into over 100 ideas shared, with 35% likely to be taken forward to fulfill the customers needs.

 

These ideas also contribute to the Ruler of Dubai’s vision for the city to be the happiest in the world. The team assigned to Community team also share the responsibility of working with the eGovernment smart initiative to collect from the public ideas and comments to participate in building the future of Dubai. This helps maximize the value of each idea shared.

 

a.png

 

Our metrics

Since we launched du Community, our customer contact base measure, which presents the number of customer complaints received through shops and contact centers versus subscriber base has decreased from December 2014 to December 2015 by 5%.

 

Untitled12.png

 

NPS scores for online channels:

 

Untitled14.pngUntitled13.png

 

The first Community value analytics report resulted in an impressive satisfaction result compared to similar telcos:

 

  • 83% come to the community to search for information
  • 59% found the information they are looking for on the Community
  • 33% would call support, 14% would go to the store & 13% would post on Community their question if they can’t find an answer
  • 53% would recommend Community to friends

 

du Community stands at the top when benchmarked with communities of top 4 global communication service providers (CSP) for on customer satisfaction.

 

Untitled15.png

Source of top 4 CSP: Lithium December 2015

 

 

 

Status:
2016 Lithy Submission

Lithys 2016: giffgaff - Support Savings MVP

By JaniceK

Lithys 2016: giffgaff - Support Savings MVP

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2016 05:55 PM - last edited on ‎05-03-2016 08:24 AM by Moderator Moderator

giffgafflogo(1).jpgCompany: giffgaff

Contact: Gregg Baker (Head of Community)

Community: giffgaff community

Lithy category:  Support Savings MVP

 

giffgaff, the UK based mobile network run by its members, has now been going strong for over 6 years. It was founded on the principal of having a community at the heart of everything. Be that Idea generation, business decisions and even our support.

 

We are an online only company, which means no retail stores and no pesky call centres to have to suffer when you need a helping hand. We found a better way, the right way, to do mobile with the support of our members.

 

Our customer care model

 

At giffgaff our peer to peer support model is not simply a way of saving money, or reducing cases, etc. It’s an approach we believe is the right way of doing things. Because of that, is is integral to how we function and operate as a business. 

 

From day one, we wanted to give our members the best tools and platforms and sit back and let them decide how they should be used, what the purpose of them should be. Lithium was our platform of choice and our Community pushes it to it’s limits – more than we ever could.

 

The giffgaff approach

 

Our approach was born out of a desire to disrupt an industry, challenge ways of thinking and be a cause members would be driven to back. We stand proud of the difference our members made, taking it from a brave new idea to an industry expectation.

 

6 years of doing something different, 6 years of trusting our members, 6 years of having members come together and deliver a better way. This is the giffgaff way of doing things, putting metrics behind something which we just believe in is a HUGE challenge. So, this is our best metric, 6 years going on 7.

 

 


giffgafflogo(1).jpgCompany: giffgaff

Contact: Gregg Baker (Head of Community)

Community: giffgaff community

Lithy category:  Support Savings MVP

 

giffgaff, the UK based mobile network run by its members, has now been going strong for over 6 years. It was founded on the principal of having a community at the heart of everything. Be that Idea generation, business decisions and even our support.

 

We are an online only company, which means no retail stores and no pesky call centres to have to suffer when you need a helping hand. We found a better way, the right way, to do mobile with the support of our members.

 

Our customer care model

 

At giffgaff our peer to peer support model is not simply a way of saving money, or reducing cases, etc. It’s an approach we believe is the right way of doing things. Because of that, is is integral to how we function and operate as a business. 

 

From day one, we wanted to give our members the best tools and platforms and sit back and let them decide how they should be used, what the purpose of them should be. Lithium was our platform of choice and our Community pushes it to it’s limits – more than we ever could.

 

The giffgaff approach

 

Our approach was born out of a desire to disrupt an industry, challenge ways of thinking and be a cause members would be driven to back. We stand proud of the difference our members made, taking it from a brave new idea to an industry expectation.

 

6 years of doing something different, 6 years of trusting our members, 6 years of having members come together and deliver a better way. This is the giffgaff way of doing things, putting metrics behind something which we just believe in is a HUGE challenge. So, this is our best metric, 6 years going on 7.

 

 

Status:
2016 Lithy Submission

Lithys 2016: Cisco - Social ROI Titan

By JaniceK

Lithys 2016: Cisco - Social ROI Titan

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2016 05:47 PM - last edited on ‎05-03-2016 08:26 AM by Moderator Moderator

Untitled57.pngCompany: Cisco

Contact: Becky Scott (Program Manager, Social Knowledge Management)

Community: Tech Zone 

Lithy category:  Social ROI Titan

 

Cisco is the worldwide leader in IT that helps companies seize the opportunities of tomorrow by proving that amazing things can happen when you connect the previously unconnected.

 

At Cisco, customers come first and an integral part of our DNA is creating long-lasting customer partnerships and working with them to identify their needs and provide solutions that support their success.

 

Our 2015 goals for our  Lithium-powered community 

 

Breaking Down Social Barriers

 

Cisco is the worldwide leader in networking that transforms how people connect, communicate and collaborate, today.

At Cisco Systems, our Technical Assistance Center (TAC) of over 4,000 engineers has fully adopted our Social Knowledge Management platform (Tech Zone), behaviors and practices. The knowledge they create within the Tech Zone TKB is externalized as content our customers use to self-serve and self-solve, which allowed us to realize over $25M in case avoidance savings in 2014.  

 

In 2015, we wanted to do much more. Yes, we wanted to continue finding ways to increase case avoidance savings, but we also looked beyond our TAC organization to understand the broader ecosystem engaged in resolving complex customer issues. This led us to the organization that is most often consulted in escalations – Engineering, the group that designs and develops our products. That’s when we realized we had an opportunity – our over 35,000-strong engineer community.

 

We set out to break down barriers by extending our social knowledge capabilities beyond our Services organization borders and into Engineering, providing capabilities and workflows to foster collaboration with the TAC, thus bringing people together in new ways to create a living, breathing, social organism. This is critical to our continued success because as our customers’ environments become more complex, borderless engagement channels are key in solving their biggest challenges. So we targeted over 35,000 Engineering employees.

 

Untitled2.png

Untitled1.png

 

Our focus areas and tactics to meet our  goals

 

Bring in your advocates!

 

Our engagement began at a summit last year in which the Engineering teams came together to discuss improving collaboration and escalation processes with the TAC. At the time, Engineering was using hundreds of email aliases to communicate with their TAC colleagues as part of their escalation procedures. Our Social Knowledge program manager attended to talk about how Tech Zone could improve the collaboration processes between Engineering and TAC.

 

As part of the summit objectives, the Engineering team had to agree to standardize on a single, escalation management system. We saw the opportunity to introduce Tech Zone as a means to collaborate early, thus avoiding potential escalations. We also highlighted the added benefit of capturing vital knowledge that could be externalized to help our customers – knowledge that would otherwise be lost in an email exchange. Or worse, asked over and over again.

 

We brought along our strongest and most influential TAC advocates who highlighted and endorsed the benefits of using Tech Zone, and who influenced Engineering to agree to use the site to collaborate.

 

At the end of the summit, Engineering agreed to include Tech Zone training and onboarding within the escalation management system training plan. We then identified Engineering advocates who agreed to be early adopters and who would help communicate the benefits of Tech Zone to their colleagues. TAC continues to encourage their engineering partners to use Tech Zone to collaborate today, helping to create the adoption “stickiness” needed for continued success.

 

Untitled3.png

 

Our results

 

To date, we have established an Engineering Adoption roadmap and have onboarded nearly 15,000 Engineering employees onto Tech Zone to engage and collaborate with TAC engineers. The results have been phenomenal: Engineering has become our fastest growing, knowledge-producing community within Tech Zone, and currently produces 12% of Tech Zone content.

 

Untitled4.png

Untitled5.png

 

This in turn translates to faster problem resolution and higher customer satisfaction scores as vital, actionable knowledge captured in TKBs is externalized on Cisco.com. Our results prove this as we have observed record-high support content satisfaction scores (4.46 out of 5.00), and consumption numbers for TAC-authored articles (4.7M views of ~2,000 articles) as customers increasingly opt to self-serve and self-solve whenever possible.

 

In addition, we have retired ~40 email aliases to date (with many more to come) as Engineering teams continue to migrate to Tech Zone.

 

The benefits for Cisco have been staggering! We’ve more than met our 2015 goal to increase case deflection savings – with an approximate $54.2M in savings for the year – more than double our $25.2M savings from 2014.

 


Untitled57.pngCompany: Cisco

Contact: Becky Scott (Program Manager, Social Knowledge Management)

Community: Tech Zone 

Lithy category:  Social ROI Titan

 

Cisco is the worldwide leader in IT that helps companies seize the opportunities of tomorrow by proving that amazing things can happen when you connect the previously unconnected.

 

At Cisco, customers come first and an integral part of our DNA is creating long-lasting customer partnerships and working with them to identify their needs and provide solutions that support their success.

 

Our 2015 goals for our  Lithium-powered community 

 

Breaking Down Social Barriers

 

Cisco is the worldwide leader in networking that transforms how people connect, communicate and collaborate, today.

At Cisco Systems, our Technical Assistance Center (TAC) of over 4,000 engineers has fully adopted our Social Knowledge Management platform (Tech Zone), behaviors and practices. The knowledge they create within the Tech Zone TKB is externalized as content our customers use to self-serve and self-solve, which allowed us to realize over $25M in case avoidance savings in 2014.  

 

In 2015, we wanted to do much more. Yes, we wanted to continue finding ways to increase case avoidance savings, but we also looked beyond our TAC organization to understand the broader ecosystem engaged in resolving complex customer issues. This led us to the organization that is most often consulted in escalations – Engineering, the group that designs and develops our products. That’s when we realized we had an opportunity – our over 35,000-strong engineer community.

 

We set out to break down barriers by extending our social knowledge capabilities beyond our Services organization borders and into Engineering, providing capabilities and workflows to foster collaboration with the TAC, thus bringing people together in new ways to create a living, breathing, social organism. This is critical to our continued success because as our customers’ environments become more complex, borderless engagement channels are key in solving their biggest challenges. So we targeted over 35,000 Engineering employees.

 

Untitled2.png

Untitled1.png

 

Our focus areas and tactics to meet our  goals

 

Bring in your advocates!

 

Our engagement began at a summit last year in which the Engineering teams came together to discuss improving collaboration and escalation processes with the TAC. At the time, Engineering was using hundreds of email aliases to communicate with their TAC colleagues as part of their escalation procedures. Our Social Knowledge program manager attended to talk about how Tech Zone could improve the collaboration processes between Engineering and TAC.

 

As part of the summit objectives, the Engineering team had to agree to standardize on a single, escalation management system. We saw the opportunity to introduce Tech Zone as a means to collaborate early, thus avoiding potential escalations. We also highlighted the added benefit of capturing vital knowledge that could be externalized to help our customers – knowledge that would otherwise be lost in an email exchange. Or worse, asked over and over again.

 

We brought along our strongest and most influential TAC advocates who highlighted and endorsed the benefits of using Tech Zone, and who influenced Engineering to agree to use the site to collaborate.

 

At the end of the summit, Engineering agreed to include Tech Zone training and onboarding within the escalation management system training plan. We then identified Engineering advocates who agreed to be early adopters and who would help communicate the benefits of Tech Zone to their colleagues. TAC continues to encourage their engineering partners to use Tech Zone to collaborate today, helping to create the adoption “stickiness” needed for continued success.

 

Untitled3.png

 

Our results

 

To date, we have established an Engineering Adoption roadmap and have onboarded nearly 15,000 Engineering employees onto Tech Zone to engage and collaborate with TAC engineers. The results have been phenomenal: Engineering has become our fastest growing, knowledge-producing community within Tech Zone, and currently produces 12% of Tech Zone content.

 

Untitled4.png

Untitled5.png

 

This in turn translates to faster problem resolution and higher customer satisfaction scores as vital, actionable knowledge captured in TKBs is externalized on Cisco.com. Our results prove this as we have observed record-high support content satisfaction scores (4.46 out of 5.00), and consumption numbers for TAC-authored articles (4.7M views of ~2,000 articles) as customers increasingly opt to self-serve and self-solve whenever possible.

 

In addition, we have retired ~40 email aliases to date (with many more to come) as Engineering teams continue to migrate to Tech Zone.

 

The benefits for Cisco have been staggering! We’ve more than met our 2015 goal to increase case deflection savings – with an approximate $54.2M in savings for the year – more than double our $25.2M savings from 2014.

 

Status:
2016 Lithy Winner

Lithys 2016: Cisco - Support Savings MVP

By JaniceK

Lithys 2016: Cisco - Support Savings MVP

Status: 2016 Lithy Winner
by Lithium Technologies JaniceK ‎04-28-2016 05:42 PM - last edited on ‎05-03-2016 08:26 AM by Moderator Moderator

Untitled57.pngCompany: Cisco

Contact: Becky Scott (Program Manager, Social Knowledge Management)

Community: Tech Zone 

Lithy category:  Support Savings MVP

 

Cisco is the worldwide leader in IT that helps companies seize the opportunities of tomorrow by proving that amazing things can happen when you connect the previously unconnected.

 

At Cisco, customers come first and an integral part of our DNA is creating long-lasting customer partnerships and working with them to identify their needs and provide solutions that support their success.

 

How we're implementing Community to meet our customer care business goals

 

At Cisco Systems, our customers and partners benefit when our Technical Assistance Center (TAC) Engineers share their expertise by publishing actionable, vital knowledge as content on Cisco.com.

 

Our challenge was how to accelerate the knowledge expertise of over 4,000 worldwide technical support engineers while sharing critical information across a global population. We’ve leveraged Lithium to engage and motivate our TAC Engineers worldwide to seamlessly transform their knowledge and expertise into knowledge for our customers and partners.

 

We’ve had year over year success in building a borderless technical support community where the following are now embedded into our normal, everyday workflow:

  • skills-based inventory
  • skills-based routing
  • a reputation engine
  • interactive collaboration through gamification

 

Now, as a knowledge asset is consumed, the reputation of that piece of knowledge grows. Our Lithium community has helped us gain record-high support content satisfaction scores (4.5 out of 5.00), as well as through the number of views of TAC-authored articles (4.7M views of ~2,000 articles). This in turn benefits Cisco, as we’ve realized an approximate $54.2M in case deflection savings for 2015, which is more than double our $25.2M savings from 2014.

 

The changes we implemented due to cost reductions from community

 

Lithium has fundamentally changed the way Cisco creates and consumes knowledge in Technical Services.

 

How do we engage and motivate 4,000+ TAC Engineers globally to transform their expertise into vital knowledge that our customers and partners can use? By hosting a competition with the chance to win a 2-week work rotation at any global TAC location. We called this competition the Knowledge Champions League (KCL).

 

KCL is a competition where TAC engineers collaborate to create articles within Tech Zone, our internal workflow-enabled community. Articles are published to the Cisco.com support site where customers and partners can access them to self-serve and self-solve. The KCL team that creates the highest volume of most impactful content wins the grand prize.

 

Although only one team wins, all KCL participants realize the benefits of working collaboratively in global teams across technologies: building their network of contacts, building cultural awareness, and strengthening their collaboration skills while developing articles. Our goal was to encourage this collaboration while creating valuable content for Cisco.com.

 

Untitled58.png

 

How we constructed the KCL Competition:

Untitled59.png

 

Phase 1 – The Qualifying period: Each engineer must qualify as a top contributor within their Technology Space.

 

Phase 2 – The Games: Top contributors for each technology and site (Europe, Americas, Australia, India) were grouped into teams, each with a coach. The team that creates the highest amount of customer-impactful content wins.

 

Game Elements

Untitled60.png

 

a.png

 

The winning team was awarded a two-week rotation to work remotely from a Cisco Customer Support Site.

 

Our results

 

b.png 

dvcxm.png

 

By using innovative Gamification techniques and integrating social knowledge and content publishing into TAC workflows, Cisco Services has successfully addressed the challenge of converting the intellectual capital in over 4,000 support engineers' heads into exceptional quality, reusable content. Our Knowledge Champions League efforts fostered sustainable behaviors of collaboration, teamwork and healthy competition resulting in the production of the highest quality, most impactful content our customers can use to solve some of their most complex problems.

 

 


Untitled57.pngCompany: Cisco

Contact: Becky Scott (Program Manager, Social Knowledge Management)

Community: Tech Zone 

Lithy category:  Support Savings MVP

 

Cisco is the worldwide leader in IT that helps companies seize the opportunities of tomorrow by proving that amazing things can happen when you connect the previously unconnected.

 

At Cisco, customers come first and an integral part of our DNA is creating long-lasting customer partnerships and working with them to identify their needs and provide solutions that support their success.

 

How we're implementing Community to meet our customer care business goals

 

At Cisco Systems, our customers and partners benefit when our Technical Assistance Center (TAC) Engineers share their expertise by publishing actionable, vital knowledge as content on Cisco.com.

 

Our challenge was how to accelerate the knowledge expertise of over 4,000 worldwide technical support engineers while sharing critical information across a global population. We’ve leveraged Lithium to engage and motivate our TAC Engineers worldwide to seamlessly transform their knowledge and expertise into knowledge for our customers and partners.

 

We’ve had year over year success in building a borderless technical support community where the following are now embedded into our normal, everyday workflow:

  • skills-based inventory
  • skills-based routing
  • a reputation engine
  • interactive collaboration through gamification

 

Now, as a knowledge asset is consumed, the reputation of that piece of knowledge grows. Our Lithium community has helped us gain record-high support content satisfaction scores (4.5 out of 5.00), as well as through the number of views of TAC-authored articles (4.7M views of ~2,000 articles). This in turn benefits Cisco, as we’ve realized an approximate $54.2M in case deflection savings for 2015, which is more than double our $25.2M savings from 2014.

 

The changes we implemented due to cost reductions from community

 

Lithium has fundamentally changed the way Cisco creates and consumes knowledge in Technical Services.

 

How do we engage and motivate 4,000+ TAC Engineers globally to transform their expertise into vital knowledge that our customers and partners can use? By hosting a competition with the chance to win a 2-week work rotation at any global TAC location. We called this competition the Knowledge Champions League (KCL).

 

KCL is a competition where TAC engineers collaborate to create articles within Tech Zone, our internal workflow-enabled community. Articles are published to the Cisco.com support site where customers and partners can access them to self-serve and self-solve. The KCL team that creates the highest volume of most impactful content wins the grand prize.

 

Although only one team wins, all KCL participants realize the benefits of working collaboratively in global teams across technologies: building their network of contacts, building cultural awareness, and strengthening their collaboration skills while developing articles. Our goal was to encourage this collaboration while creating valuable content for Cisco.com.

 

Untitled58.png

 

How we constructed the KCL Competition:

Untitled59.png

 

Phase 1 – The Qualifying period: Each engineer must qualify as a top contributor within their Technology Space.

 

Phase 2 – The Games: Top contributors for each technology and site (Europe, Americas, Australia, India) were grouped into teams, each with a coach. The team that creates the highest amount of customer-impactful content wins.

 

Game Elements

Untitled60.png

 

a.png

 

The winning team was awarded a two-week rotation to work remotely from a Cisco Customer Support Site.

 

Our results

 

b.png 

dvcxm.png

 

By using innovative Gamification techniques and integrating social knowledge and content publishing into TAC workflows, Cisco Services has successfully addressed the challenge of converting the intellectual capital in over 4,000 support engineers' heads into exceptional quality, reusable content. Our Knowledge Champions League efforts fostered sustainable behaviors of collaboration, teamwork and healthy competition resulting in the production of the highest quality, most impactful content our customers can use to solve some of their most complex problems.

 

 

Status:
2016 Lithy Winner

Lithys 2016: Skype - Community Design of the Year

By JaniceK

Lithys 2016: Skype - Community Design of the Year

Status: 2016 Lithy Winner
by Lithium Technologies JaniceK ‎04-28-2016 03:50 PM - last edited on ‎05-03-2016 08:26 AM by Moderator Moderator

Untitled49.pngCompany: Skype

Contact: Claudius Henrichs (Community Manager)

Community: Skype Community

Lithy category:  Community Design of the Year

 

Skype is for doing things together, whenever you’re apart. Skype’s text, voice and video make it simple to share experiences with the people that matter to you, wherever they are.

 

With Skype, you can share a story, celebrate a birthday, learn a language, hold a meeting, work with colleagues – just about anything you need to do together every day. You can use Skype on whatever works best for you - on your phone or computer or a TV with Skype on it. It is free to start using Skype - to speak, see and instant message other people on Skype for example.

 

Our community goals

 

Since 2011 the Skype Community is the place for customers and employees to meet and exchange and learn about everything Skype. With topics ranging from technical support through ideation all the way to tips and tricks it’s the place to become a Skype expert.

 

Our product organization is using community insight to obtain customer lead steering for the next iterations of product and features. A vibrant global community covering 11 languages is crucial to ensure that we understand and prioritize what is driving customers, from the newly registered all the way to the 10+ year superfan.


At the same time Skype Community gives customers the opportunity to learn about the people at Skype: What made us come up with a certain feature, how we built it and how we operate to deliver against our mission to be customer obsessed.


Our goal for this year was to deliver all of this on an awesome mobile and more personal community experience.

 

Our unique design elements 

 

Over the course of the last 12 months we have honed in on our strategy to everywhere put our community members and their content first. At the same time since our last redesign in 2014 we have been working closer with our design team to ensure the Skype Community reflects the Skype brand.


Skype iconography and design elements


You feel right at home at the Skype Community thanks to the familiar buttons, colors and layout elements. Particularly the orange dot as an indicator for unread conversations is what you will find across the community UI: From your personal notifications down to topic level:

 

Untitled50.png

 

Skype avatars and emoticons


Everyone loves the Skype emoticons which is why we’ve replaced the Lithium profile avatar collections with a Skype one (which proved to be quite challenging with 3M+ registered accounts already having selected a Lithium avatar):

 

Untitled51.png

 

...and we did the same for the editor emoticons:

Untitled52.png

 

Mobile optimized– Scroll to top & Browse menu

 

Our responsive design doesn’t only reshuffle widget placements on smaller screen sizes, but we have also put some thought on how you quickly browse within long topics and the community using a dynamic scroll to top and a browse menu: All conveniently placed in reach for your right thumb:

 

Untitled53.png

 

Untitled54.png

 

Skype Hovercards


Hovercards are getting common at Lithium communities, but we’ve taken them a bit further with small tweaks that visually invite discovering them via subtle avatar zooms when moving the mouse over it. And of course they follow the Skype branding and give a nice showcase for the badge icons:

 

Untitled55.png

 

How we executed our community design

 

First phase: Inventory & spring cleaning

We started with an inventory of all our components – stock and custom ones – per each page and applied a strict triaging following out “members and content first” rule to determine which of them were to be kept. According to that we built up the page layouts.

Second phase: Airbrush & Spraypaint
We started off from the plain white Lithium responsive base skin and had the developer team apply all the basic styling elements according to the Skype style guideline: Font families and sizes, buttons, boxes, colors. So we weren’t actually working off pixel perfect designs for each page, but invited our design team on to our stage server and have them identify the necessary detailed tweaks (“30px top margins above all panels!”). As an outcome to this within 2 weeks we had a solid basic styling across all primary page layouts.

Third phase: Review, Optimize, Rinse & repeat
We had then entered the phase of optimizing the interactions on actual devices, so we focused on model devices for each category – mobile, tablet, large screen – and gave the design the necessary fine tune in the following 3-4 weeks. We involved our super fans here to ensure that the new site worked for their everyday flow as much as for the casual visitor. And honestly: We never exited this phase and versioning wise have already reached “Responsive 1.6” 

 

Our results

 

A few weeks in the new responsive design has shown the following impact:

  • Mobile registration 23% up – across all device sizes up 12%
  • 84% more images uploaded thanks to the new media experience
  • 19% referrer traffic increase
  • Subscriptions up 57%
  • Expected 400-500K unique visitor increase monthly thanks to new responsive community unlocking option for in-client community links on mobile

 

 


Untitled49.pngCompany: Skype

Contact: Claudius Henrichs (Community Manager)

Community: Skype Community

Lithy category:  Community Design of the Year

 

Skype is for doing things together, whenever you’re apart. Skype’s text, voice and video make it simple to share experiences with the people that matter to you, wherever they are.

 

With Skype, you can share a story, celebrate a birthday, learn a language, hold a meeting, work with colleagues – just about anything you need to do together every day. You can use Skype on whatever works best for you - on your phone or computer or a TV with Skype on it. It is free to start using Skype - to speak, see and instant message other people on Skype for example.

 

Our community goals

 

Since 2011 the Skype Community is the place for customers and employees to meet and exchange and learn about everything Skype. With topics ranging from technical support through ideation all the way to tips and tricks it’s the place to become a Skype expert.

 

Our product organization is using community insight to obtain customer lead steering for the next iterations of product and features. A vibrant global community covering 11 languages is crucial to ensure that we understand and prioritize what is driving customers, from the newly registered all the way to the 10+ year superfan.


At the same time Skype Community gives customers the opportunity to learn about the people at Skype: What made us come up with a certain feature, how we built it and how we operate to deliver against our mission to be customer obsessed.


Our goal for this year was to deliver all of this on an awesome mobile and more personal community experience.

 

Our unique design elements 

 

Over the course of the last 12 months we have honed in on our strategy to everywhere put our community members and their content first. At the same time since our last redesign in 2014 we have been working closer with our design team to ensure the Skype Community reflects the Skype brand.


Skype iconography and design elements


You feel right at home at the Skype Community thanks to the familiar buttons, colors and layout elements. Particularly the orange dot as an indicator for unread conversations is what you will find across the community UI: From your personal notifications down to topic level:

 

Untitled50.png

 

Skype avatars and emoticons


Everyone loves the Skype emoticons which is why we’ve replaced the Lithium profile avatar collections with a Skype one (which proved to be quite challenging with 3M+ registered accounts already having selected a Lithium avatar):

 

Untitled51.png

 

...and we did the same for the editor emoticons:

Untitled52.png

 

Mobile optimized– Scroll to top & Browse menu

 

Our responsive design doesn’t only reshuffle widget placements on smaller screen sizes, but we have also put some thought on how you quickly browse within long topics and the community using a dynamic scroll to top and a browse menu: All conveniently placed in reach for your right thumb:

 

Untitled53.png

 

Untitled54.png

 

Skype Hovercards


Hovercards are getting common at Lithium communities, but we’ve taken them a bit further with small tweaks that visually invite discovering them via subtle avatar zooms when moving the mouse over it. And of course they follow the Skype branding and give a nice showcase for the badge icons:

 

Untitled55.png

 

How we executed our community design

 

First phase: Inventory & spring cleaning

We started with an inventory of all our components – stock and custom ones – per each page and applied a strict triaging following out “members and content first” rule to determine which of them were to be kept. According to that we built up the page layouts.

Second phase: Airbrush & Spraypaint
We started off from the plain white Lithium responsive base skin and had the developer team apply all the basic styling elements according to the Skype style guideline: Font families and sizes, buttons, boxes, colors. So we weren’t actually working off pixel perfect designs for each page, but invited our design team on to our stage server and have them identify the necessary detailed tweaks (“30px top margins above all panels!”). As an outcome to this within 2 weeks we had a solid basic styling across all primary page layouts.

Third phase: Review, Optimize, Rinse & repeat
We had then entered the phase of optimizing the interactions on actual devices, so we focused on model devices for each category – mobile, tablet, large screen – and gave the design the necessary fine tune in the following 3-4 weeks. We involved our super fans here to ensure that the new site worked for their everyday flow as much as for the casual visitor. And honestly: We never exited this phase and versioning wise have already reached “Responsive 1.6” 

 

Our results

 

A few weeks in the new responsive design has shown the following impact:

  • Mobile registration 23% up – across all device sizes up 12%
  • 84% more images uploaded thanks to the new media experience
  • 19% referrer traffic increase
  • Subscriptions up 57%
  • Expected 400-500K unique visitor increase monthly thanks to new responsive community unlocking option for in-client community links on mobile

 

 

Status:
2016 Lithy Submission

Lithys 2016: Fido (Rogers Communications) - Excell...

By JaniceK

Lithys 2016: Fido (Rogers Communications) - Excellence in Customer Satisfaction

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2016 03:36 PM - last edited on ‎05-03-2016 10:02 AM by Community Content Manager

Fido logo.jpg

Company: Fido (Rogers Communications)

Contact: Caroline Lalonde (Social Media Support and Community Manager)

Community: Fido Community

Lithy category:  Excellence in Customer Satisfaction

 

Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).

 

Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.

 

The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the FidoTM wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.

 

 

Customer Satisfaction Initiatives

 

Our Community initiatives included:

  • The optimization of our Community content,
  • A complete redesign, and increase in customer support,
  • Deliverance of a seamless self-serve flow for our customers.

 

The primary motivation behind our redesign was to increase customer satisfaction by making them feel welcome and comfortable to participate in the Community. Our optimization project in early 2015 served to clean up the content on the Community to ensure accuracy and relevancy, enriching the self-serve experience for our customers. In total, 6600 threads were reviewed and labelled and over 3000 posts were marked as the Accepted Solution. 2015 was also the year we increased the number of Community Moderators, for the purpose of offering better and timelier support. Furthermore, we’ve taken measures to be more transparent with our customers by keeping the Community up to date with information such as software and network updates, website changes, really anything that would be useful for customers to know.

 

For Social Media, our goal was to:

  • Differentiate ourselves by delivering best in class service
  • Improve and maintaining an excellent response time and resolution rate.

 

We created a team of multi-skilled specialists to service our customers on our Social channels and act as Fido brand ambassadors. Offering the best customer service while maintaining a great response time means having the best tools at your disposal. This is where LSW comes in as a game changer. Not only does LSW help our Specialists offer the best customer service thanks to features like Knowledge base and queue assignment, it also proved to be the perfect tool to keep on top of our response time. Our resolution rate and NPS score are testimony to how LSW has reshaped how we help our customers on Social Media.

 

 

Our Approach

 

For the Community, we wanted to improve our CHI score and response time while offering full customer support. As a company who takes pride in the quality of our customer service, we understand that answering customers in a consistent and timely manner is key to their satisfaction. The implementation of LSW and the redesign of our Community were crucial elements in achieving these objectives.

The redesign and promotion of the Community attracted more members to participate, which in turn generated more traffic and liveliness overall. Over time, these steady increases resulted in a healthier and more active Community (significant increase in CHI score).

 

The implementation of LSW was essential in managing these new volumes of activity. Thanks to LSW, we were able to reduce, control and maintain our response time strategy for public and private messages, while ensuring no one ever remains unanswered.

 

With the help of Lithium, we have developed a world-class peer to peer support Community. The outcome of using LSW to process our customers’ requests in Community and Social Media channels was outstanding and resulted in our customers being incredibly satisfied.  

 

For Social Media Support, we wanted to improve and maintain a best in class response time while increasing our NPS. LSW proved to be the best tool for us to achieve our goals, primarily thanks to the following features:

 

  • Analytics: Analytics helps us with reports and the analysis, such as our volumes (incoming posts, responses), response time, top topics…we can clearly see what our customers are chatting about, which allows us to address potential issues in a more efficient manner.
  • Tags: Tagging conversations gives us greater business insights, which in turn allow us to better serve our customers by identifying potential trends and proactively reacting to them, improving overall customer satisfaction.
  • Coaching: LSW is also a useful tool for coaching our specialists as it provides access to the conversation history, which in turn helps us deliver a better service to our customers.
  • Support: LSW helped us support the launch of FB Messenger and Twitter DM enhancement and in turn provided a better customer experience.
  • Pending: Having pending conversations sent back to our queue after 48 hours allows us to follow up with customers who stopped replying to us and therefore improves the customer experience and making us look on top of everything.
  • Rules and Routing: Through key words, we can proactively engage and offer help to people who are talking about us but aren’t actually reaching out to us. This shows our customers that we’re always willing to help and we’re not afraid to be proactive.  
  • Traffic control: The prioritization (Klout), snooze feature and ability to assign posts to different queues helps us better manage our responses, and keep a close eye on our response time.

 

Our results

 

Our CHI increased by 159 points (30% increase) and we successfully reduced our Community response time by 93%. For Social Support, we registered an NPS of over +60 by the end of 2015, and reduced our response time by 87%, meriting and keeping the Very Responsive Facebook badge on March 1, 2016.

 

Untitled16.png

Untitled15.png

Untitled17.png

 


Fido logo.jpg

Company: Fido (Rogers Communications)

Contact: Caroline Lalonde (Social Media Support and Community Manager)

Community: Fido Community

Lithy category:  Excellence in Customer Satisfaction

 

Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).

 

Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.

 

The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the FidoTM wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.

 

 

Customer Satisfaction Initiatives

 

Our Community initiatives included:

  • The optimization of our Community content,
  • A complete redesign, and increase in customer support,
  • Deliverance of a seamless self-serve flow for our customers.

 

The primary motivation behind our redesign was to increase customer satisfaction by making them feel welcome and comfortable to participate in the Community. Our optimization project in early 2015 served to clean up the content on the Community to ensure accuracy and relevancy, enriching the self-serve experience for our customers. In total, 6600 threads were reviewed and labelled and over 3000 posts were marked as the Accepted Solution. 2015 was also the year we increased the number of Community Moderators, for the purpose of offering better and timelier support. Furthermore, we’ve taken measures to be more transparent with our customers by keeping the Community up to date with information such as software and network updates, website changes, really anything that would be useful for customers to know.

 

For Social Media, our goal was to:

  • Differentiate ourselves by delivering best in class service
  • Improve and maintaining an excellent response time and resolution rate.

 

We created a team of multi-skilled specialists to service our customers on our Social channels and act as Fido brand ambassadors. Offering the best customer service while maintaining a great response time means having the best tools at your disposal. This is where LSW comes in as a game changer. Not only does LSW help our Specialists offer the best customer service thanks to features like Knowledge base and queue assignment, it also proved to be the perfect tool to keep on top of our response time. Our resolution rate and NPS score are testimony to how LSW has reshaped how we help our customers on Social Media.

 

 

Our Approach

 

For the Community, we wanted to improve our CHI score and response time while offering full customer support. As a company who takes pride in the quality of our customer service, we understand that answering customers in a consistent and timely manner is key to their satisfaction. The implementation of LSW and the redesign of our Community were crucial elements in achieving these objectives.

The redesign and promotion of the Community attracted more members to participate, which in turn generated more traffic and liveliness overall. Over time, these steady increases resulted in a healthier and more active Community (significant increase in CHI score).

 

The implementation of LSW was essential in managing these new volumes of activity. Thanks to LSW, we were able to reduce, control and maintain our response time strategy for public and private messages, while ensuring no one ever remains unanswered.

 

With the help of Lithium, we have developed a world-class peer to peer support Community. The outcome of using LSW to process our customers’ requests in Community and Social Media channels was outstanding and resulted in our customers being incredibly satisfied.  

 

For Social Media Support, we wanted to improve and maintain a best in class response time while increasing our NPS. LSW proved to be the best tool for us to achieve our goals, primarily thanks to the following features:

 

  • Analytics: Analytics helps us with reports and the analysis, such as our volumes (incoming posts, responses), response time, top topics…we can clearly see what our customers are chatting about, which allows us to address potential issues in a more efficient manner.
  • Tags: Tagging conversations gives us greater business insights, which in turn allow us to better serve our customers by identifying potential trends and proactively reacting to them, improving overall customer satisfaction.
  • Coaching: LSW is also a useful tool for coaching our specialists as it provides access to the conversation history, which in turn helps us deliver a better service to our customers.
  • Support: LSW helped us support the launch of FB Messenger and Twitter DM enhancement and in turn provided a better customer experience.
  • Pending: Having pending conversations sent back to our queue after 48 hours allows us to follow up with customers who stopped replying to us and therefore improves the customer experience and making us look on top of everything.
  • Rules and Routing: Through key words, we can proactively engage and offer help to people who are talking about us but aren’t actually reaching out to us. This shows our customers that we’re always willing to help and we’re not afraid to be proactive.  
  • Traffic control: The prioritization (Klout), snooze feature and ability to assign posts to different queues helps us better manage our responses, and keep a close eye on our response time.

 

Our results

 

Our CHI increased by 159 points (30% increase) and we successfully reduced our Community response time by 93%. For Social Support, we registered an NPS of over +60 by the end of 2015, and reduced our response time by 87%, meriting and keeping the Very Responsive Facebook badge on March 1, 2016.

 

Untitled16.png

Untitled15.png

Untitled17.png

 

Status:
2016 Lithy Submission

Lithys 2016: Fido (Rogers Communications) - Commun...

By JaniceK

Lithys 2016: Fido (Rogers Communications) - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2016 03:27 PM - last edited on ‎05-03-2016 10:06 AM by Community Content Manager

Fido logo.jpg

Company: Fido (Rogers Communications)

Contact: Caroline Lalonde (Social Media Support and Community Manager)

Community: Fido Community

Lithy category: Community Design of the Year

 

Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).

 

Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.

 

The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the FidoTM wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.

 

Our Goals

 

Based on our target market, the Fido brand’s main focus is to enhance and grow servicing through self-serve. Our Community is a big part of this focus as it allows customers to help out other customers, and houses a lot of information/solutions, which in turn brings cost savings to the company. Our Community goals in 2015 were to:

 

  • Redesign our Community in order to enhance the customer experience.
  • Improve functionalities and navigation.
  • Promote growth of the Community through various initiatives and promotional tactics.
  • Optimize the content and increase the useful information for our members.

 

How We Stand Out

 

What makes our Community unique is our overall brand-aligned layout, our seamless navigation experience, our custom components, and our front and center search bar. Each of our boards have their own topic-specific banner with an embedded welcome message so our members feel at home. We also made sure that our website header appeared at the top of every page, so members would get the feeling that they are still on our website.

 

When we launched our front and center search bar, the focus was on improving the overall navigation experience. We figured “what’s the point of having all this useful information if you’re having trouble finding it?”. The search tool now displays results found throughout the Community, as opposed to results found within the specific board from which the search was initiated.

 

Untitled22.png 

Untitled23.png

 

We also have a big focus on people! We promote our super users (aka MVPs, or Most Valuable Posters), our Community crew and we introduced hover cards to create more life and real people to the experience. We even have leader boards on the Community home page so everyone can see who’s ripping it! Fido is all about bringing people together.

 

Untitled24.pngUntitled25.png

 

In 2015, we completed a redesign of our Gamification strategy.

 

  • Our ranking structure was redefined to replace outdated titles to cooler, more personal titles like ‘I’m a prodigy’.
  • We launched badges with brand-aligned images, names and descriptions in order to give our Community members the recognition they deserve.

 

Untitled26.png

b.png

 

We also redesigned all of our notification emails to make sure they were aligned with our branding.

 

Untitled27.png

 

In Q1 of 2016, we introduced a responsive mobile experience.

 

Untitled28.png

 

All these amazing features combined allow us to provide best in class experience aligned with our brand objectives.

 

Designing an Awesome Community

 

In order to transform our Community into one that would most please our members, we opted to work with Lithium so as to capitalize on their expertise. We also created an internal working team, combined of the Community crew, Digital, Communications and Brand team.

 

Untitled29.png

 

Benchmarking best practices, we selected elements of our brand image, such as “we are a people company”, and incorporated them into our community image design. We brainstormed with the working team on what we would like to have encompassed in the Community, and Lithium took this information in order to present us with wireframes. Following an approval process to ensure that we were all aligned, Lithium provided us with mockups. Once the mockup approval process was complete, Lithium proceeded to redesign the Community in Stage, and then came the launch of our brilliant new Community followed by a short post launch UAT process.

 

All in all, the process was seamless and we’re very proud of the Community we have today. We couldn’t be happier!

 

In early 2016, we went through a similar yet smaller scale redesign and UAT process in order to enhance our mobile responsiveness. We collaborated with Lithium to complete this. This second process was less extensive and seamless.

 

We worked internally with our brand team to redesign our email notifications, and thanks to the efficiency of Stage and the helpful tips and instructions from the Lithium Community, we were able to launch our new email notifications on our own without any snags.

 

We also used Lithium’s professional services to redesign and launch our badges.

 

Our Success

 

Compared to 2014, 2015 was clearly a winning year for us. Our registered members increased by 44%. The number of posts increased by a whopping 105%. Our page views and unique visitors increased by 57% and 61% respectively. All these increases in traffic and liveliness, along with other factors such as the implementation of our MVP program, resulted in our CHI score going up by 159 points.

 

Untitled30.png


Fido logo.jpg

Company: Fido (Rogers Communications)

Contact: Caroline Lalonde (Social Media Support and Community Manager)

Community: Fido Community

Lithy category: Community Design of the Year

 

Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).

 

Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.

 

The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the FidoTM wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.

 

Our Goals

 

Based on our target market, the Fido brand’s main focus is to enhance and grow servicing through self-serve. Our Community is a big part of this focus as it allows customers to help out other customers, and houses a lot of information/solutions, which in turn brings cost savings to the company. Our Community goals in 2015 were to:

 

  • Redesign our Community in order to enhance the customer experience.
  • Improve functionalities and navigation.
  • Promote growth of the Community through various initiatives and promotional tactics.
  • Optimize the content and increase the useful information for our members.

 

How We Stand Out

 

What makes our Community unique is our overall brand-aligned layout, our seamless navigation experience, our custom components, and our front and center search bar. Each of our boards have their own topic-specific banner with an embedded welcome message so our members feel at home. We also made sure that our website header appeared at the top of every page, so members would get the feeling that they are still on our website.

 

When we launched our front and center search bar, the focus was on improving the overall navigation experience. We figured “what’s the point of having all this useful information if you’re having trouble finding it?”. The search tool now displays results found throughout the Community, as opposed to results found within the specific board from which the search was initiated.

 

Untitled22.png 

Untitled23.png

 

We also have a big focus on people! We promote our super users (aka MVPs, or Most Valuable Posters), our Community crew and we introduced hover cards to create more life and real people to the experience. We even have leader boards on the Community home page so everyone can see who’s ripping it! Fido is all about bringing people together.

 

Untitled24.pngUntitled25.png

 

In 2015, we completed a redesign of our Gamification strategy.

 

  • Our ranking structure was redefined to replace outdated titles to cooler, more personal titles like ‘I’m a prodigy’.
  • We launched badges with brand-aligned images, names and descriptions in order to give our Community members the recognition they deserve.

 

Untitled26.png

b.png

 

We also redesigned all of our notification emails to make sure they were aligned with our branding.

 

Untitled27.png

 

In Q1 of 2016, we introduced a responsive mobile experience.

 

Untitled28.png

 

All these amazing features combined allow us to provide best in class experience aligned with our brand objectives.

 

Designing an Awesome Community

 

In order to transform our Community into one that would most please our members, we opted to work with Lithium so as to capitalize on their expertise. We also created an internal working team, combined of the Community crew, Digital, Communications and Brand team.

 

Untitled29.png

 

Benchmarking best practices, we selected elements of our brand image, such as “we are a people company”, and incorporated them into our community image design. We brainstormed with the working team on what we would like to have encompassed in the Community, and Lithium took this information in order to present us with wireframes. Following an approval process to ensure that we were all aligned, Lithium provided us with mockups. Once the mockup approval process was complete, Lithium proceeded to redesign the Community in Stage, and then came the launch of our brilliant new Community followed by a short post launch UAT process.

 

All in all, the process was seamless and we’re very proud of the Community we have today. We couldn’t be happier!

 

In early 2016, we went through a similar yet smaller scale redesign and UAT process in order to enhance our mobile responsiveness. We collaborated with Lithium to complete this. This second process was less extensive and seamless.

 

We worked internally with our brand team to redesign our email notifications, and thanks to the efficiency of Stage and the helpful tips and instructions from the Lithium Community, we were able to launch our new email notifications on our own without any snags.

 

We also used Lithium’s professional services to redesign and launch our badges.

 

Our Success

 

Compared to 2014, 2015 was clearly a winning year for us. Our registered members increased by 44%. The number of posts increased by a whopping 105%. Our page views and unique visitors increased by 57% and 61% respectively. All these increases in traffic and liveliness, along with other factors such as the implementation of our MVP program, resulted in our CHI score going up by 159 points.

 

Untitled30.png

Status:
2016 Lithy Finalist

Lithys 2016: Fido (Rogers Communications) - Suppo...

By JaniceK

Lithys 2016: Fido (Rogers Communications) - Support Savings MVP

Status: 2016 Lithy Finalist
by Lithium Technologies JaniceK ‎04-28-2016 03:21 PM - last edited on ‎05-03-2016 10:00 AM by Community Content Manager

Fido logo.jpg

Company: Fido (Rogers Communications)

Contact: Caroline Lalonde (Social Media Support and Community Manager)

Community: Fido Community

Lithy category: Support Savings MVP

 

Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).

 

Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.

 

The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the FidoTM wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.

 

Meeting Our Business Goals                   

 

Consumers have grown accustom to reading reviews and researching products online. “What do you recommend?” is a question anyone who’s worked in the servicing industry has heard. One of the greatest advantages of having a Community is that all this information is centralized, tabulated, searchable and kept up to date. Another great advantage is that a lot of traffic directed to the Community is traffic deflected from our contact centres, resulting in the reduction in operational costs.

 

In most communities, questions are answered publicly, but on our Community we answer our customers in private as well. This is very useful for when customers have questions concerning their services or account, requiring us to discuss and exchange confidential information. Our customers also love that we can treat their requests directly from the Community, as opposed to referring them to our other contact channels.

 

We also use the Community as a means of communication with our customers. For example, we inform our customers of upcoming software updates, Fido sponsored events, known issues, etc. This transparent approach is truly appreciated by our community members. But why stop there? Our contact centres also send our customers links to useful articles found in the Community, such as ways to pay your bill, ways to activate services, etc. The Community is used to support our customers even when they call in. Talk about versatility.

 

How do we keep track of all this information and manage all this traffic? That’s where LSW comes in.

 

LSW proved to be the perfect tool for our Community moderators, as it helped improve our response time by keeping on top of all Community posts, as opposed to sorting through them individually. To do this, we created a Community queue in LSW to receive all incoming Community posts. LSW allows us to “snooze” Community posts to allow time for our members to respond, based on our response strategy. We also created a common “FidoSolutions” Community profile, which we use for all of our Community PMs only, to make the process seamless from a customer perspective. In turn, this helped us be more efficient, improve our CHI score, response time, call deflection rates and resulted in cost savings.

LSW also proved efficient to help our Social Media Specialists to manage our incoming social media posts, improve on our response time and promote the Community thanks to the knowledge base feature. A single click allows us to answer our customers by sharing articles found within the Community and our website. It’s an incredible time saver and our Specialists and customers love it!

Here are some of the LSW features that help us deliver best in class service:

 

  • Community response time: Moderators can “snooze” posts for a certain amount of time, based on our response strategy. The snooze functionality is essential to our Community moderation process. We snooze non-account specific inquiries, to give other Community members a chance to respond. If no one responds, we step in and assist. This incredibly useful functionality ensures no one is ever left unanswered.
  • CommunityPMs: Moderators can take over the PM conversations from other moderators once their work shift has ended, greatly increasing efficiency and customer satisfaction.
  • Information centralization: All customer information is now centralized, including contact info, and even notes for internal purposes.
  • Profile merging: LSW allows us to merge customers various social profiles, so we always know who we are speaking with.
  • Analytics and tags: This LSW feature helps us with reports and the analysis, such as our volumes (incoming posts, responses), response time, top topics…. Thanks to Analytics, we can clearly see what our customers are talking about, which allows us to address potential issues in a more efficient manner.
  • Rules and Routing: Through key words, we can proactively engage with people who aren’t specifically reaching out to us. This shows our customers that we’re always willing to help and we’re not afraid to be proactive.  
  • Klout: Allows us to prioritize influencers within our Queues and offer support accordingly.

 

 

Changing How We Operate

 

Based on our target market, the Fido brand's main focus is to enhance and grow servicing through self-serve. Our Community is a big part of this focus as it allows customers to help out other customers, and houses a lot of searchable information/solutions.

 

We are changing how we use the Community as a means of communication with our customers. We now use the community to inform customers about useful information which can reduce contacts to our other channels. We now inform our customers of upcoming software updates, known issues, etc. directly on the Community, and proactively refer them to the Community to increase our support savings. Amongst other initiatives our contact centres send our customers links to useful articles found in the Community, as opposed to spending considerable amounts of time over the phone discussing what a simple short and visual article can explain. Talk about versatility.

 

In the past, people would call, chat, and message us for updates and questions, but now all they need to do is visit the Community. If we know something’s up, we’ll post about it in the Community and let everyone know that we’ll update it as soon as we receive any news. So no need to contact us.

 

 Our Results

 

The integration of LSW as our primary Social Media and Community customer response tool proved to be seamless, stable and incredibly effective.

 

Community

 

In 2015 alone, we successfully reduced our Community response time by 93% compared to 2014, and based on the information from our customer surveys we registered over $385K worth in call deflection savings from our contact centres. For our first quarter in 2016, our surveys are already indicating over $645K in cost savings.

 

Untitled18.png

Untitled19.png

 

Social Media Support

 

For our Social Media Support channels, we recorded over $325K in cost savings based on the information from our customer surveys. We also reduced our response time by 87%. For our first quarter in 2016, we’ve already registered over $110K in call savings.

 

Untitled20.png

Untitled21.png


Fido logo.jpg

Company: Fido (Rogers Communications)

Contact: Caroline Lalonde (Social Media Support and Community Manager)

Community: Fido Community

Lithy category: Support Savings MVP

 

Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).

 

Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.

 

The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the FidoTM wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.

 

Meeting Our Business Goals                   

 

Consumers have grown accustom to reading reviews and researching products online. “What do you recommend?” is a question anyone who’s worked in the servicing industry has heard. One of the greatest advantages of having a Community is that all this information is centralized, tabulated, searchable and kept up to date. Another great advantage is that a lot of traffic directed to the Community is traffic deflected from our contact centres, resulting in the reduction in operational costs.

 

In most communities, questions are answered publicly, but on our Community we answer our customers in private as well. This is very useful for when customers have questions concerning their services or account, requiring us to discuss and exchange confidential information. Our customers also love that we can treat their requests directly from the Community, as opposed to referring them to our other contact channels.

 

We also use the Community as a means of communication with our customers. For example, we inform our customers of upcoming software updates, Fido sponsored events, known issues, etc. This transparent approach is truly appreciated by our community members. But why stop there? Our contact centres also send our customers links to useful articles found in the Community, such as ways to pay your bill, ways to activate services, etc. The Community is used to support our customers even when they call in. Talk about versatility.

 

How do we keep track of all this information and manage all this traffic? That’s where LSW comes in.

 

LSW proved to be the perfect tool for our Community moderators, as it helped improve our response time by keeping on top of all Community posts, as opposed to sorting through them individually. To do this, we created a Community queue in LSW to receive all incoming Community posts. LSW allows us to “snooze” Community posts to allow time for our members to respond, based on our response strategy. We also created a common “FidoSolutions” Community profile, which we use for all of our Community PMs only, to make the process seamless from a customer perspective. In turn, this helped us be more efficient, improve our CHI score, response time, call deflection rates and resulted in cost savings.

LSW also proved efficient to help our Social Media Specialists to manage our incoming social media posts, improve on our response time and promote the Community thanks to the knowledge base feature. A single click allows us to answer our customers by sharing articles found within the Community and our website. It’s an incredible time saver and our Specialists and customers love it!

Here are some of the LSW features that help us deliver best in class service:

 

  • Community response time: Moderators can “snooze” posts for a certain amount of time, based on our response strategy. The snooze functionality is essential to our Community moderation process. We snooze non-account specific inquiries, to give other Community members a chance to respond. If no one responds, we step in and assist. This incredibly useful functionality ensures no one is ever left unanswered.
  • CommunityPMs: Moderators can take over the PM conversations from other moderators once their work shift has ended, greatly increasing efficiency and customer satisfaction.
  • Information centralization: All customer information is now centralized, including contact info, and even notes for internal purposes.
  • Profile merging: LSW allows us to merge customers various social profiles, so we always know who we are speaking with.
  • Analytics and tags: This LSW feature helps us with reports and the analysis, such as our volumes (incoming posts, responses), response time, top topics…. Thanks to Analytics, we can clearly see what our customers are talking about, which allows us to address potential issues in a more efficient manner.
  • Rules and Routing: Through key words, we can proactively engage with people who aren’t specifically reaching out to us. This shows our customers that we’re always willing to help and we’re not afraid to be proactive.  
  • Klout: Allows us to prioritize influencers within our Queues and offer support accordingly.

 

 

Changing How We Operate

 

Based on our target market, the Fido brand's main focus is to enhance and grow servicing through self-serve. Our Community is a big part of this focus as it allows customers to help out other customers, and houses a lot of searchable information/solutions.

 

We are changing how we use the Community as a means of communication with our customers. We now use the community to inform customers about useful information which can reduce contacts to our other channels. We now inform our customers of upcoming software updates, known issues, etc. directly on the Community, and proactively refer them to the Community to increase our support savings. Amongst other initiatives our contact centres send our customers links to useful articles found in the Community, as opposed to spending considerable amounts of time over the phone discussing what a simple short and visual article can explain. Talk about versatility.

 

In the past, people would call, chat, and message us for updates and questions, but now all they need to do is visit the Community. If we know something’s up, we’ll post about it in the Community and let everyone know that we’ll update it as soon as we receive any news. So no need to contact us.

 

 Our Results

 

The integration of LSW as our primary Social Media and Community customer response tool proved to be seamless, stable and incredibly effective.

 

Community

 

In 2015 alone, we successfully reduced our Community response time by 93% compared to 2014, and based on the information from our customer surveys we registered over $385K worth in call deflection savings from our contact centres. For our first quarter in 2016, our surveys are already indicating over $645K in cost savings.

 

Untitled18.png

Untitled19.png

 

Social Media Support

 

For our Social Media Support channels, we recorded over $325K in cost savings based on the information from our customer surveys. We also reduced our response time by 87%. For our first quarter in 2016, we’ve already registered over $110K in call savings.

 

Untitled20.png

Untitled21.png

Status:
2016 Lithy Submission

Lithys 2016: Fido (Rogers Communications) - Market...

By JaniceK

Lithys 2016: Fido (Rogers Communications) - Marketing Champion

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2016 03:15 PM - edited ‎05-06-2016 04:37 PM

Fido logo.jpg

Company: Fido (Rogers Communications)

Contact: Caroline Lalonde (Social Media Support and Community Manager)

Community: Fido Community

Lithy category: Marketing Champion

 

Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).

 

Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.

 

The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the FidoTM wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.

 

The Fido Community turns 5

 

To celebrate the Fido Community’s 5th year anniversary, we held a month-long contest throughout September 2015. In order to enter the draw for a chance to win one of 10 prizes (total of $4000 in prizes), participants were invited to post their best cellular tip and/or trick into the Tips & Tricks board. This new board was created for the contest.

 

The goals were to:

  • Increase Community registrations;
  • Increase overall Community traffic and liveliness (posts, likes, page views, unique visitors);
  • Raise Community awareness, both externally and internally;
  • Increase useful content in the Community;
  • And, of course, to celebrate the Community’s 5th

 

We received a total of 371 entries, and some of the best Tips & Tricks were shared on our Social Media properties to promote the Community and give our Community members some exposure and recognition.

 

Our promotional tactic consisted of a Community blog post to announce and describe the contest, along with the rules & regulations. We then promoted this blog post using the following methods:

  • Our social media properties (Facebook, Twitter and Instagram post)Banner on the homepage of our website
  • Special blurb in emails to customers
  • Text message (to targeted customers)

 

Untitled33.png

Facebook Post

 

Untitled34.png

 

On Twitter

 

Untitled35.png

 

Banner on Fido.ca

 

Untitled36.png

 

On September 15th, the actual anniversary date of the Community, we wrote a second Community blog post to remind everyone of the contest and to keep the hype going. We took this opportunity to thank our Community members who have been with us since the start. This blog post was also shared on our Social Media properties, but this time with curiosity sparking infographics to recap the 5 years:

 

Untitled37.png

 

Community Tip Shared on Social Media

 

Untitled38.png

 

Our Results

 

The results were outstanding! We met each and every one of our goals. The contest increased the Community liveliness, traffic, and overall interaction to a level we hadn’t seen before. Multiple records were broken during the month of September 2015 (percentages are in comparison to the previous month):

 

Untitled39.png

 

The contest was also very well received by the Community, who took joy in sharing their feedback. Our first blog post generated many comments, which mostly consisted of happy birthday wishes and expressions of excitement towards the prizes. Many members voiced their happiness, including top contributors:

 

Untitled40.pngUntitled41.png

 

The birthday contest not only served as a means to break traffic and registration records, but also as a means of promotion. Even after the contest ended, our traffic continued to increase, justifying our promotional efforts.

 

Untitled46.pngUntitled45.pngUntitled44.pngUntitled43.pngUntitled47.pngUntitled42.png

 

 

 

 

 


Fido logo.jpg

Company: Fido (Rogers Communications)

Contact: Caroline Lalonde (Social Media Support and Community Manager)

Community: Fido Community

Lithy category: Marketing Champion

 

Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).

 

Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.

 

The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the FidoTM wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.

 

The Fido Community turns 5

 

To celebrate the Fido Community’s 5th year anniversary, we held a month-long contest throughout September 2015. In order to enter the draw for a chance to win one of 10 prizes (total of $4000 in prizes), participants were invited to post their best cellular tip and/or trick into the Tips & Tricks board. This new board was created for the contest.

 

The goals were to:

  • Increase Community registrations;
  • Increase overall Community traffic and liveliness (posts, likes, page views, unique visitors);
  • Raise Community awareness, both externally and internally;
  • Increase useful content in the Community;
  • And, of course, to celebrate the Community’s 5th

 

We received a total of 371 entries, and some of the best Tips & Tricks were shared on our Social Media properties to promote the Community and give our Community members some exposure and recognition.

 

Our promotional tactic consisted of a Community blog post to announce and describe the contest, along with the rules & regulations. We then promoted this blog post using the following methods:

  • Our social media properties (Facebook, Twitter and Instagram post)Banner on the homepage of our website
  • Special blurb in emails to customers
  • Text message (to targeted customers)

 

Untitled33.png

Facebook Post

 

Untitled34.png

 

On Twitter

 

Untitled35.png

 

Banner on Fido.ca

 

Untitled36.png

 

On September 15th, the actual anniversary date of the Community, we wrote a second Community blog post to remind everyone of the contest and to keep the hype going. We took this opportunity to thank our Community members who have been with us since the start. This blog post was also shared on our Social Media properties, but this time with curiosity sparking infographics to recap the 5 years:

 

Untitled37.png

 

Community Tip Shared on Social Media

 

Untitled38.png

 

Our Results

 

The results were outstanding! We met each and every one of our goals. The contest increased the Community liveliness, traffic, and overall interaction to a level we hadn’t seen before. Multiple records were broken during the month of September 2015 (percentages are in comparison to the previous month):

 

Untitled39.png

 

The contest was also very well received by the Community, who took joy in sharing their feedback. Our first blog post generated many comments, which mostly consisted of happy birthday wishes and expressions of excitement towards the prizes. Many members voiced their happiness, including top contributors:

 

Untitled40.pngUntitled41.png

 

The birthday contest not only served as a means to break traffic and registration records, but also as a means of promotion. Even after the contest ended, our traffic continued to increase, justifying our promotional efforts.

 

Untitled46.pngUntitled45.pngUntitled44.pngUntitled43.pngUntitled47.pngUntitled42.png

 

 

 

 

 

Status:
2016 Lithy Submission

Lithys 2016: Fido (Rogers Communications) - Social...

By JaniceK

Lithys 2016: Fido (Rogers Communications) - Social ROI Titan

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2016 03:09 PM - last edited on ‎05-03-2016 09:58 AM by Community Content Manager

Fido logo.jpg

Company: Fido (Rogers Communications)

Contact: Caroline Lalonde (Social Media Support and Community Manager)

Community: Fido Community

Lithy category:  Social ROI Titan

 

Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).

 

Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.

 

The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the FidoTM wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.

 

Our Community and LSW goals for 2015

 

Our goals were to:

 

  • Redesign the customer experience
  • Grow our channels, while improving our response time
  • Increase cost savings by deflecting contacts from our customer service channels
  • Optimize how we treat customer service requests on our Social Media channels

 

Areas of focus

 

We placed emphasis on the optimization of the Community as both a self-serve peer to peer support tool, and as a channel for Customer Service. The redesign of the Community was necessary in order to increase the traffic flow by attracting more customers to the Community, consequently reducing contacts to our customer service channels and reducing the associated costs.

 

We also revised our Social Media practices and built on our 2014 implementation of LSW, which allowed us to better control our response time by improving how we manage our incoming customer requests, in both volume and priority.

 

Once our Social Media support process was optimized and the Community redesigned, we turned our efforts towards promotion.

 

Our promotional tactics for the Community included advertisements:

  • On our Social Media channels (2.8M people reached in 2015 on FB alone),
  • On our website,
  • Through emails to customers,
  • Through other customer service channels (phone, chat, IVR),
  • Via internal promotion (newsletters, presentations…).

 

For the promotion of our Social Media support channels, we included a mention:

  • On our website’s Contact us page,
  • On our Social channels,
  • Through emails to customers
  • Through other customer service channels (phone, chat, IVR)

 

We worked hand in hand with Lithium, as well as with other internal departments, in order to redesign the Community, enhance our use of LSW, and maximize the outcomes of our promotional efforts.

 

Here’s an example of the Community/Social Media email that is sent to new customers:

Untitled10.png

 

LSW, the Super Tool

 

LSW has proven to be the ideal tool to help us achieve our cost-saving goals. Not only is it essential to our internal support process, it has changed the way we work with our customers, both on Social channels and on the Community. Here are just a few examples to demonstrate how LSW has reshaped our operations:

 

  • Community response time: Moderators can “snooze” posts for a certain amount of time, based on our response strategy. The snooze functionality is essential to our Community moderation process. We snooze non-account specific inquiries, to give other Community members a chance to respond. If no one responds, we step in and assist. This incredibly useful functionality ensures no one is ever left unanswered.
  • Community moderation and PM: Moderators can take over the PM conversations from other moderators once their work shift has ended, greatly increasing efficiency and customer satisfaction.
  • Information centralization: All customer information is now centralized, including contact info, and even notes for internal purposes.
  • Profile merging: LSW allows us to merge customers various social profiles, so we always know who we are speaking with.
  • Knowledge Base: Another incredible LSW feature. We use it to promote the Community on Social Media, as well as for useful links on our website.
  • Analytics: Analytics helps us with reports and the analysis, such as our volumes (incoming posts, responses), response time, top topics…Thanks to Analytics, we can clearly see what our customers are chatting about, which allows us to address potential issues in a more efficient manner.
  • Tags: Tagging conversations gives us better business insights, which in turn allow us to better serve our customers by identifying potential trends and proactively reacting to them, improving overall customer satisfaction.
  • Rules and Routing: Through key words, we can proactively engage and offer help to people who talking about us but aren’t specifically reaching out to us. This shows our customers that we’re always willing to help and we’re not afraid to be proactive.  
  • Support: LSW helped us support the launch of FB Messenger and Twitter DM enhancement and in turn provide a better customer experience.
  • Klout: Allows us to prioritize influencers within our Queues and offer support accordingly.

 

Our Results

 

The integration of LSW as our primary Social Media and Community customer response tool proved to be seamless and incredibly effective.

 

Community

 

In 2015 alone, we successfully reduced our Community response time by 93% compared to 2014, and recorded a 44% increase in Community member registrations. We ended the year with a CHI 159 points higher than in 2014, and based on the information from our customer surveys, we registered over $385K worth in call deflections from our contact centres. Our Solution views increased by a massive 323%. For our first quarter in 2016, the information derived from our customer surveys indicate over $645K in call savings.

 

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Social Media Support

 

For our Social Media Support channels, we recorded over $325K in cost savings, again based on the information from our customer surveys. We also reduced our response time by 87%, and merited an NPS score of over +60 at year’s end. For our first quarter in 2016, we’ve already registered over $110K in cost savings.

 

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Fido logo.jpg

Company: Fido (Rogers Communications)

Contact: Caroline Lalonde (Social Media Support and Community Manager)

Community: Fido Community

Lithy category:  Social ROI Titan

 

Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).

 

Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.

 

The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the FidoTM wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.

 

Our Community and LSW goals for 2015

 

Our goals were to:

 

  • Redesign the customer experience
  • Grow our channels, while improving our response time
  • Increase cost savings by deflecting contacts from our customer service channels
  • Optimize how we treat customer service requests on our Social Media channels

 

Areas of focus

 

We placed emphasis on the optimization of the Community as both a self-serve peer to peer support tool, and as a channel for Customer Service. The redesign of the Community was necessary in order to increase the traffic flow by attracting more customers to the Community, consequently reducing contacts to our customer service channels and reducing the associated costs.

 

We also revised our Social Media practices and built on our 2014 implementation of LSW, which allowed us to better control our response time by improving how we manage our incoming customer requests, in both volume and priority.

 

Once our Social Media support process was optimized and the Community redesigned, we turned our efforts towards promotion.

 

Our promotional tactics for the Community included advertisements:

  • On our Social Media channels (2.8M people reached in 2015 on FB alone),
  • On our website,
  • Through emails to customers,
  • Through other customer service channels (phone, chat, IVR),
  • Via internal promotion (newsletters, presentations…).

 

For the promotion of our Social Media support channels, we included a mention:

  • On our website’s Contact us page,
  • On our Social channels,
  • Through emails to customers
  • Through other customer service channels (phone, chat, IVR)

 

We worked hand in hand with Lithium, as well as with other internal departments, in order to redesign the Community, enhance our use of LSW, and maximize the outcomes of our promotional efforts.

 

Here’s an example of the Community/Social Media email that is sent to new customers:

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LSW, the Super Tool

 

LSW has proven to be the ideal tool to help us achieve our cost-saving goals. Not only is it essential to our internal support process, it has changed the way we work with our customers, both on Social channels and on the Community. Here are just a few examples to demonstrate how LSW has reshaped our operations:

 

  • Community response time: Moderators can “snooze” posts for a certain amount of time, based on our response strategy. The snooze functionality is essential to our Community moderation process. We snooze non-account specific inquiries, to give other Community members a chance to respond. If no one responds, we step in and assist. This incredibly useful functionality ensures no one is ever left unanswered.
  • Community moderation and PM: Moderators can take over the PM conversations from other moderators once their work shift has ended, greatly increasing efficiency and customer satisfaction.
  • Information centralization: All customer information is now centralized, including contact info, and even notes for internal purposes.
  • Profile merging: LSW allows us to merge customers various social profiles, so we always know who we are speaking with.
  • Knowledge Base: Another incredible LSW feature. We use it to promote the Community on Social Media, as well as for useful links on our website.
  • Analytics: Analytics helps us with reports and the analysis, such as our volumes (incoming posts, responses), response time, top topics…Thanks to Analytics, we can clearly see what our customers are chatting about, which allows us to address potential issues in a more efficient manner.
  • Tags: Tagging conversations gives us better business insights, which in turn allow us to better serve our customers by identifying potential trends and proactively reacting to them, improving overall customer satisfaction.
  • Rules and Routing: Through key words, we can proactively engage and offer help to people who talking about us but aren’t specifically reaching out to us. This shows our customers that we’re always willing to help and we’re not afraid to be proactive.  
  • Support: LSW helped us support the launch of FB Messenger and Twitter DM enhancement and in turn provide a better customer experience.
  • Klout: Allows us to prioritize influencers within our Queues and offer support accordingly.

 

Our Results

 

The integration of LSW as our primary Social Media and Community customer response tool proved to be seamless and incredibly effective.

 

Community

 

In 2015 alone, we successfully reduced our Community response time by 93% compared to 2014, and recorded a 44% increase in Community member registrations. We ended the year with a CHI 159 points higher than in 2014, and based on the information from our customer surveys, we registered over $385K worth in call deflections from our contact centres. Our Solution views increased by a massive 323%. For our first quarter in 2016, the information derived from our customer surveys indicate over $645K in call savings.

 

Untitled12.png

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Social Media Support

 

For our Social Media Support channels, we recorded over $325K in cost savings, again based on the information from our customer surveys. We also reduced our response time by 87%, and merited an NPS score of over +60 at year’s end. For our first quarter in 2016, we’ve already registered over $110K in cost savings.

 

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