Social Customer Excellence Awards

"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.

2014 winners will be announced at LiNC on May 22, 2014. You can browse all previous entries and winners by using labels & statuses below.

The stories are amazing.


 
New Idea
Status:
Past Lithy Winner

Best New Community: PayPal Community Help Forum

By PaulGi
PaulGi

Best New Community: PayPal Community Help Forum

Status: Past Lithy Winner
by Lithium Alumni (Retired) Lithium Alumni (Retired) on ‎03-24-2010 05:45 PM - last edited on ‎04-30-2012 05:37 PM by Community Manager Community Manager

If you are a Lithium customer and you have a great story to tell, you're proud of the impact your community is making, or if it has changed the game for your company, let us know about it. The first ever Social CRM Excellence Awards are open. Find out more now

 

------

Category: Best New Community

 

Community: Paypal

Launch Date: October 27, 2009

Submitted by: Paypal Community Manager AmandaK

 

Logo 5.5 X 4.25 transparent.jpgSince its launch in 1998, PayPal has been a global leader in online payments, providing customers in over 190 countries the most loved way to pay and get paid online.

 

In addition to traditional online customer support options, we recently introduced an entirely new way for customers to interact with PayPal – and each other!


PayPal Community Help Forum (PPCHF) is a peer-to-peer community for PayPal members to come together and help one another.

help.jpg

Since its debut in October 2009, the response from our customers has been active and lively.


Learning about online commerce in the fast-paced, ever growing world of the Internet can be daunting. But by sharing experiences, tips, and advice with other customers, the help forum has truly embraced the meaning of the word “community”.

 

Visitors from around the world – novice, intermediate, and experienced alike – have made PPCHF a popular virtual social network, regardless of one’s abilities, product knowledge, or even geographical location.

 

New members use the forum to find hints and suggestions from those who already use PayPal, and experienced customers chat about ways to make payment processing even easier. eBay members learn what happens after an auction closes, how to get paid, or how to send money overseas. Online merchants discuss business-related topics, such as PayPal integration, best practices, or SEO and sales strategies.
skier.jpgMany PayPal members use PPCHF daily to share their passion and insight with others. Already having posted more than 3,000 times, top contributor “skier” not only responds to questions but also provides feedback and suggestions to PayPal about improving service and the PPCHF itself.


In return, the forum helps us discover “hot button” and emerging issues, and gives us even greater insight into how our members use PayPal. By offering an online face and personality, our community members feel that their feedback is valued, and we’ve generated positive word of mouth. In only five months, nearly 50,000 PayPal members have registered for PPCHF, with an average of 550 logging in per day.


With more than 5 million searches and 10,000 threads, members have embraced PPCHF as the new way to quickly and easily find answers to commonly asked questions and learn how others use PayPal to their advantage.


The potential for this young community is just beginning to show itself!


If you are a Lithium customer and you have a great story to tell, you're proud of the impact your community is making, or if it has changed the game for your company, let us know about it. The first ever Social CRM Excellence Awards are open. Find out more now

 

------

Category: Best New Community

 

Community: Paypal

Launch Date: October 27, 2009

Submitted by: Paypal Community Manager AmandaK

 

Logo 5.5 X 4.25 transparent.jpgSince its launch in 1998, PayPal has been a global leader in online payments, providing customers in over 190 countries the most loved way to pay and get paid online.

 

In addition to traditional online customer support options, we recently introduced an entirely new way for customers to interact with PayPal – and each other!


PayPal Community Help Forum (PPCHF) is a peer-to-peer community for PayPal members to come together and help one another.

help.jpg

Since its debut in October 2009, the response from our customers has been active and lively.


Learning about online commerce in the fast-paced, ever growing world of the Internet can be daunting. But by sharing experiences, tips, and advice with other customers, the help forum has truly embraced the meaning of the word “community”.

 

Visitors from around the world – novice, intermediate, and experienced alike – have made PPCHF a popular virtual social network, regardless of one’s abilities, product knowledge, or even geographical location.

 

New members use the forum to find hints and suggestions from those who already use PayPal, and experienced customers chat about ways to make payment processing even easier. eBay members learn what happens after an auction closes, how to get paid, or how to send money overseas. Online merchants discuss business-related topics, such as PayPal integration, best practices, or SEO and sales strategies.
skier.jpgMany PayPal members use PPCHF daily to share their passion and insight with others. Already having posted more than 3,000 times, top contributor “skier” not only responds to questions but also provides feedback and suggestions to PayPal about improving service and the PPCHF itself.


In return, the forum helps us discover “hot button” and emerging issues, and gives us even greater insight into how our members use PayPal. By offering an online face and personality, our community members feel that their feedback is valued, and we’ve generated positive word of mouth. In only five months, nearly 50,000 PayPal members have registered for PPCHF, with an average of 550 logging in per day.


With more than 5 million searches and 10,000 threads, members have embraced PPCHF as the new way to quickly and easily find answers to commonly asked questions and learn how others use PayPal to their advantage.


The potential for this young community is just beginning to show itself!

Status:
Past Lithy Winner

Lithys 2011: Most Innovative Social Customer Prog...

By PaulGi
PaulGi

Lithys 2011: Most Innovative Social Customer Program: HP

Status: Past Lithy Winner
by Lithium Alumni (Retired) Lithium Alumni (Retired) on ‎04-22-2011 12:58 PM - last edited on ‎04-30-2012 02:58 PM by Community Manager Community Manager

Company: HPhp.png

Categories: Most Innovative Social Customer Program

Entered by: Dani Weinstein (Dani)

Community Name: HP Support Community

URL: hp.com/supportforum

 


Expert Day Key Feature: Ask questions, get answers LIVE from HP enthusiasts and experts

 

On the forums, we strive to nurture a highly engaged and robust support community by reaching out and talking with customers and cultivating and rewarding high-powered community members. The HP Ambassadors are dedicated HP employees who converse with customers and share their expertise to solve issues, find information, and help customers get the most out of their HP products and services.

 

As of December 2010, over 100 HP Ambassadors were actively participating on the forums with impressive resolution success and a healthy contribution to the community’s overall health and effectiveness.

 

The results were notable:

 

  • 5% of the total number of posts were written by Ambassadors 
  • and they authored 10% of Accepted Solutions, 
  • while receiving 7% of Kudos. 

 

In addition to the HP Ambassadors, Forums SuperContributors are enthusiastic customers who voluntarily share and help fellow peers on the forums. SuperContributors are growing in numbers while making a significant global impact through tremendous participation and engagement.

 

In December 2010, there were over 50 SuperContributors worldwide. They created a whopping 52% of Accepted Solutions, and received 54% of Kudos.

 

hpcons5.pngBringing further excitement and value to the community are the Expert Day events on the HP Forums, which are held periodically throughout the year.

 

In January 2011, the Global Social Media team hosted a global Expert Day that spanned across all printing and computing topics for customers.

 

Most recently on March 23rd a highly successful Expert Day was held in German.  

 

Fondly termed the “Super Bowl” of expert assistance, these events give customers 24 hours of free access to a wealth of technical experts in 4 languages:

 

  • English, 
  • German
  • Simplified Chinese, 
  • and Korean. 

 

hpcons4.pngThe broad appeal to our customers was apparent with over 100,000 customers attending the event online, and over 230 HP experts sharing their knowledge and experience with customers that day.

 

  • In the English Forums, there was a 707% increase in solved threads, a 555% increase in posts, and a 307% increase in new members.
  • In the Chinese Forums we saw a 975% jump in new customers who chose the Forum as a trusted channel for troubleshooting. These new members came to post with an overwhelming 1406% increase in posts and a 100% increase in solved threads. 
  • The Korean Forum also exhibited impressive success. Though it is uncommon for Korean customers to readily extend “thank yous” in online communities, their Expert Day wrapped up with a 200% increase in kudos and a 200% increase in solved threads attributed to the enormous 2075% increase in posts! 

hpcons3.png

 

Needless to say, customers were thrilled to connect with the best and brightest minds HP has to offer, and LIVE! HP Expert Day has been an incredibly powerful way to effectively increase problem resolution via the web and, most importantly delight customers real-time!

 

 


Company: HPhp.png

Categories: Most Innovative Social Customer Program

Entered by: Dani Weinstein (Dani)

Community Name: HP Support Community

URL: hp.com/supportforum

 


Expert Day Key Feature: Ask questions, get answers LIVE from HP enthusiasts and experts

 

On the forums, we strive to nurture a highly engaged and robust support community by reaching out and talking with customers and cultivating and rewarding high-powered community members. The HP Ambassadors are dedicated HP employees who converse with customers and share their expertise to solve issues, find information, and help customers get the most out of their HP products and services.

 

As of December 2010, over 100 HP Ambassadors were actively participating on the forums with impressive resolution success and a healthy contribution to the community’s overall health and effectiveness.

 

The results were notable:

 

  • 5% of the total number of posts were written by Ambassadors 
  • and they authored 10% of Accepted Solutions, 
  • while receiving 7% of Kudos. 

 

In addition to the HP Ambassadors, Forums SuperContributors are enthusiastic customers who voluntarily share and help fellow peers on the forums. SuperContributors are growing in numbers while making a significant global impact through tremendous participation and engagement.

 

In December 2010, there were over 50 SuperContributors worldwide. They created a whopping 52% of Accepted Solutions, and received 54% of Kudos.

 

hpcons5.pngBringing further excitement and value to the community are the Expert Day events on the HP Forums, which are held periodically throughout the year.

 

In January 2011, the Global Social Media team hosted a global Expert Day that spanned across all printing and computing topics for customers.

 

Most recently on March 23rd a highly successful Expert Day was held in German.  

 

Fondly termed the “Super Bowl” of expert assistance, these events give customers 24 hours of free access to a wealth of technical experts in 4 languages:

 

  • English, 
  • German
  • Simplified Chinese, 
  • and Korean. 

 

hpcons4.pngThe broad appeal to our customers was apparent with over 100,000 customers attending the event online, and over 230 HP experts sharing their knowledge and experience with customers that day.

 

  • In the English Forums, there was a 707% increase in solved threads, a 555% increase in posts, and a 307% increase in new members.
  • In the Chinese Forums we saw a 975% jump in new customers who chose the Forum as a trusted channel for troubleshooting. These new members came to post with an overwhelming 1406% increase in posts and a 100% increase in solved threads. 
  • The Korean Forum also exhibited impressive success. Though it is uncommon for Korean customers to readily extend “thank yous” in online communities, their Expert Day wrapped up with a 200% increase in kudos and a 200% increase in solved threads attributed to the enormous 2075% increase in posts! 

hpcons3.png

 

Needless to say, customers were thrilled to connect with the best and brightest minds HP has to offer, and LIVE! HP Expert Day has been an incredibly powerful way to effectively increase problem resolution via the web and, most importantly delight customers real-time!

 

 

Status:
Past Lithy Winner

Lithys 2011: Best Community Story or Anecdote: RI...

By PaulGi
PaulGi

Lithys 2011: Best Community Story or Anecdote: RIM

Status: Past Lithy Winner
by Lithium Alumni (Retired) Lithium Alumni (Retired) on ‎04-12-2011 05:44 PM - last edited on ‎04-30-2012 02:59 PM by Community Manager Community Manager

Company: Research in Motionrim.png

Categories: Best Community Story or Anecdote

Entered by: Kerri Birtch (kerrib), Social Support Planning Team

Community Name: Blackberry Support Community Forums 

URL: supportforums.blackberry.com



What is a Super User? On the BlackBerry Support Community Forums they’re more than just active community members: They are truly the super glue that holds our community together.

 

Many of our Super Users spend more than 20 hours a week participating on our Forums and their individual post counts range from 1,000 to more than 30,000 posts! They’re always glad to answer questions, investigate issues and occasionally discuss the best way to prepare a cheeseburger. When asked why they keep coming back to the BSCF, the most common response is: “Because I love to help people and I love my BlackBerry”.

 

We recently celebrated our 3rd Birthday and to show our love for the community, we launched a rockin’ new redesign as well as a brand new Spanish instance.

 

In honour of our Birthday, Super User 'Bifocals' offered these kind words which we feel demonstrate the bond of all our Super Users:

 

rim4.png“Through this forum I have met people from every spot on the globe. They have given me the priceless opportunity to learn about customs and cultures I could never have otherwise experienced. I am honored to have formed close friendships and share personal experiences with people I have would have never have had the pleasure of meeting outside of this forum. I joined this forum to learn about my Blackberry Curve. In retrospect of all I have gained here the technical knowledge I was looking for is actually a bonus. Happy Birthday BSCF!”

 

We can’t imagine what our Forums would be like without the glue that holds us together. So, to encourage these great community contributions, we as Administrators of the BSCF make every effort to maintain a great relationship with our Super Users.

 

Whether it’s our weekly Happy Friday posts, our quarterly Conference Calls or a chance to meet in person with our special invitation to attend BlackBerry World 2011 (formerly Wireless Enterprise Symposium), we make sure that we’re truly connecting with them on every level. They have our email, our phone number and our BBM PIN’s – and can get access to us just about any time of day.

 

This relationship allows us the chance to get feedback directly from the heart of the community, and to be honest, we also have a lot of fun along the way! By allowing them direct access and encouraging a feeling of camaraderie, there is a great feeling of mutual respect and understanding.

 

Without the super glue that is our Super Users, we would not be the vibrant support community we are today.


Company: Research in Motionrim.png

Categories: Best Community Story or Anecdote

Entered by: Kerri Birtch (kerrib), Social Support Planning Team

Community Name: Blackberry Support Community Forums 

URL: supportforums.blackberry.com



What is a Super User? On the BlackBerry Support Community Forums they’re more than just active community members: They are truly the super glue that holds our community together.

 

Many of our Super Users spend more than 20 hours a week participating on our Forums and their individual post counts range from 1,000 to more than 30,000 posts! They’re always glad to answer questions, investigate issues and occasionally discuss the best way to prepare a cheeseburger. When asked why they keep coming back to the BSCF, the most common response is: “Because I love to help people and I love my BlackBerry”.

 

We recently celebrated our 3rd Birthday and to show our love for the community, we launched a rockin’ new redesign as well as a brand new Spanish instance.

 

In honour of our Birthday, Super User 'Bifocals' offered these kind words which we feel demonstrate the bond of all our Super Users:

 

rim4.png“Through this forum I have met people from every spot on the globe. They have given me the priceless opportunity to learn about customs and cultures I could never have otherwise experienced. I am honored to have formed close friendships and share personal experiences with people I have would have never have had the pleasure of meeting outside of this forum. I joined this forum to learn about my Blackberry Curve. In retrospect of all I have gained here the technical knowledge I was looking for is actually a bonus. Happy Birthday BSCF!”

 

We can’t imagine what our Forums would be like without the glue that holds us together. So, to encourage these great community contributions, we as Administrators of the BSCF make every effort to maintain a great relationship with our Super Users.

 

Whether it’s our weekly Happy Friday posts, our quarterly Conference Calls or a chance to meet in person with our special invitation to attend BlackBerry World 2011 (formerly Wireless Enterprise Symposium), we make sure that we’re truly connecting with them on every level. They have our email, our phone number and our BBM PIN’s – and can get access to us just about any time of day.

 

This relationship allows us the chance to get feedback directly from the heart of the community, and to be honest, we also have a lot of fun along the way! By allowing them direct access and encouraging a feeling of camaraderie, there is a great feeling of mutual respect and understanding.

 

Without the super glue that is our Super Users, we would not be the vibrant support community we are today.

Status:
Past Lithy Winner

Lithys 2011: Best Community Story or Anecdote: Le...

By PaulGi
PaulGi

Lithys 2011: Best Community Story or Anecdote: Lenovo

Status: Past Lithy Winner
by Lithium Alumni (Retired) Lithium Alumni (Retired) on ‎04-21-2011 03:51 PM - last edited on ‎04-30-2012 02:59 PM by Community Manager Community Manager

Company: Lenovologo.png

Categories: Best Community Story or Anecdote

Entered by: Mark Hopkins (Mark_Hopkins)

Community Name: Lenovo Community 

URL: forums.lenovo.com


If the Lenovo Community has a secret formula, it's the collaboration with our superusers established long before we launched.  When we decided to launch our own community, we asked ourselves what would happen if we invited our customers to help us build, run, and develop the community instead of just presenting it to the world and hoping it would work. In other words, what if we threw our customers the keys?

 

That’s exactly what we did.


The community runs with a moderation team composed entirely of customer volunteers from all over the world—US, Australia, Canada, Germany, India, Pakistan, and Turkey.  Initially, the collaboration focused on the operation of the community - the policies, the rules, and the content. We tapped the experience of this group - many who are also admins and moderators in other technology communities to develop community rules and practices, and to encourage the team to identify and recruit rising talent from within the ranks as the community grew.

 

Over the last three years of operation, a group of approximately 30 members contributed 44% of the solutions in the community, and in less than one year helped us grow the community knowledge base to over 1200 articles. 


TKB leaderboad.png


We've shared our problem solving objectives and found mutual purpose in helping customers through the community and the group has responded, doubling our effective montly accepted solution rate.


While I expected that we would have a shared purpose with our super users in helping facilitate discussion about our products, I have been surprised by how the relationship has grown with several of our volunteer moderators taking it to the next level and getting involved in helping develop the community working in Lithium Studio, our staging site, and also participating directly here in the Lithosphere.  They're reading about community best practices, successfully submitting ideas for features they value in other communities like the quick reply feature, sharing their community experience with others, have been recognized for their Lithosphere contributions through Kudos and even a spot on the VIP Council.

 

janel.pngAfter reading Michael Wu's blog post series on rank progression, JaneL, one of our volunteer moderators noted that our original rank structure was holding us back.  

 

Jane developed and implemented a new structure that allowed user advancement along multiple paths depending upon user participation style, all while adding a bit of fun and mystery with computer themed rank names ranging from "Punch Cards", to “What’s DOS”, and the ever-elusive "TrackPoint Cap". Jane, known on the Lithosphere as jloyless has contributed a number of ideas which have been implemented.


quick reply.png

 

erik.pngErik, another volunteer moderator and frequent Lithosphere participant, contributes his time and talent as a graphic designer and has been responsible for most of the header and announcement images found throughout our community since inception, including our current TKB hero image above.

 

When our community added two new languages last year, Erik learned to use Lithium Studio and, along with Cleo—one of our community admins, developed the new skin and tabbed navigation style that we thought worked so well on the Lithosphere. 


tabs.png


andyp.pngAs we launched our German community, andyP and several other English/German volunteer moderators jumped into our staging site to help us tweak the localization terms and served as goodwill ambassadors, introducing us to an existing German forum and the rest of the German social ecosphere.

 

This year our superusers are helping Lenovo develop a community advocate program to recognize and enable even more helpfulness in others.


Community practitioners frequently gravitate to stats when describing what makes superusers super—the thousands of hours spent helping others, dozens of ideas, hundreds of solutions, and thousands of posts contributed.  

 

Our community has all that, but perhaps when it comes to the diverse talents of your super contributors the better question is not "How super are you?" but rather "How are you super?"


Company: Lenovologo.png

Categories: Best Community Story or Anecdote

Entered by: Mark Hopkins (Mark_Hopkins)

Community Name: Lenovo Community 

URL: forums.lenovo.com


If the Lenovo Community has a secret formula, it's the collaboration with our superusers established long before we launched.  When we decided to launch our own community, we asked ourselves what would happen if we invited our customers to help us build, run, and develop the community instead of just presenting it to the world and hoping it would work. In other words, what if we threw our customers the keys?

 

That’s exactly what we did.


The community runs with a moderation team composed entirely of customer volunteers from all over the world—US, Australia, Canada, Germany, India, Pakistan, and Turkey.  Initially, the collaboration focused on the operation of the community - the policies, the rules, and the content. We tapped the experience of this group - many who are also admins and moderators in other technology communities to develop community rules and practices, and to encourage the team to identify and recruit rising talent from within the ranks as the community grew.

 

Over the last three years of operation, a group of approximately 30 members contributed 44% of the solutions in the community, and in less than one year helped us grow the community knowledge base to over 1200 articles. 


TKB leaderboad.png


We've shared our problem solving objectives and found mutual purpose in helping customers through the community and the group has responded, doubling our effective montly accepted solution rate.


While I expected that we would have a shared purpose with our super users in helping facilitate discussion about our products, I have been surprised by how the relationship has grown with several of our volunteer moderators taking it to the next level and getting involved in helping develop the community working in Lithium Studio, our staging site, and also participating directly here in the Lithosphere.  They're reading about community best practices, successfully submitting ideas for features they value in other communities like the quick reply feature, sharing their community experience with others, have been recognized for their Lithosphere contributions through Kudos and even a spot on the VIP Council.

 

janel.pngAfter reading Michael Wu's blog post series on rank progression, JaneL, one of our volunteer moderators noted that our original rank structure was holding us back.  

 

Jane developed and implemented a new structure that allowed user advancement along multiple paths depending upon user participation style, all while adding a bit of fun and mystery with computer themed rank names ranging from "Punch Cards", to “What’s DOS”, and the ever-elusive "TrackPoint Cap". Jane, known on the Lithosphere as jloyless has contributed a number of ideas which have been implemented.


quick reply.png

 

erik.pngErik, another volunteer moderator and frequent Lithosphere participant, contributes his time and talent as a graphic designer and has been responsible for most of the header and announcement images found throughout our community since inception, including our current TKB hero image above.

 

When our community added two new languages last year, Erik learned to use Lithium Studio and, along with Cleo—one of our community admins, developed the new skin and tabbed navigation style that we thought worked so well on the Lithosphere. 


tabs.png


andyp.pngAs we launched our German community, andyP and several other English/German volunteer moderators jumped into our staging site to help us tweak the localization terms and served as goodwill ambassadors, introducing us to an existing German forum and the rest of the German social ecosphere.

 

This year our superusers are helping Lenovo develop a community advocate program to recognize and enable even more helpfulness in others.


Community practitioners frequently gravitate to stats when describing what makes superusers super—the thousands of hours spent helping others, dozens of ideas, hundreds of solutions, and thousands of posts contributed.  

 

Our community has all that, but perhaps when it comes to the diverse talents of your super contributors the better question is not "How super are you?" but rather "How are you super?"

Status:
Past Lithy Winner

Best New Community & Most Innovative Community...

By PaulGi
PaulGi

Best New Community & Most Innovative Community: Giff Gaff

Status: Past Lithy Winner
by Lithium Alumni (Retired) Lithium Alumni (Retired) on ‎02-16-2010 05:31 PM - last edited on ‎04-30-2012 05:39 PM by Community Manager Community Manager

If you are a Lithium customer and you have a great story to tell, you're proud of the impact your community is making, or if it has changed the game for your company, let us know about it. The first ever Social CRM Excellence Awards are open. Find out more and enter now!

 

------

Category: Best New Community & Most Innovative Community

 

Community: Giff Gaff

Launch Date: October 15, 2009

Submitted by: Giff Gaff Community Manager, Vincent

 

 

I'm nominating the giffgaff community because since the day we launched, the community has not stopped baffling me with its behaviour. Never have I met a community which is so extremely on topic, which fulfils the role it was set up for so completely, where we cannot detect any spam and where the users are so extremely helpful to each other I feel positively nauseated :smileyhappy:

 

giffgaff1.jpg

giffgaff was specifically set up to get its community involved in all aspects of the business (mobile phone network). So we launched our community even before our product was available, in order to start gathering feedback on what we would launch.

After launch, the community was to take up the role of our customer service (which they did tremendously well) and continue to provide feedback on our product and service.

We have no call centres at all, as all our customers questions are answered by our community (except for billing). This has worked so well that since launch we've only had to escalate two questions in total, out of the hundreds posted by our members (questions get automatically escalated after 24 hours with no reply). And we've had an average response time of 900 minutes to any questions posted in January, which is just incredible.


giffgaff2.jpg We continue to work with our community involving them in decisions on how we price our products by asking what they think is fair, and incorporating their feedback in product changes and using the Ideas Exchange as part of our internal business strategy.

We're working very hard to make sure the community feels involved with giffgaff and everything we do. This shows in our participation rates (in January an amazing 30% of newly registered users visited our community pages) and in how we've attracted super users, one of whom spends seven hours a day, seven days a week answering questions.

But don't take my word for it, the community also feels our approach is different and sets us apart from the majority. Here are two choice quotes:

tamino wrote:

You've answered my questions faster than if often takes to get through to a human in a call centre. Member service 1, call centres 0!


trick202:

GG has the potential to be different. They could almost do with a Che image on the site - and a Rage Against the Machine track playing!

 



If you think the Giff Gaff community is worthy of winning Best New Community, then give it a vote. Voting is open on the Lithosphere until the end of March this year. Winners will be announced at the LiNC customer conference. Read our blog for more information on the Social CRM Excellence Awards


If you are a Lithium customer and you have a great story to tell, you're proud of the impact your community is making, or if it has changed the game for your company, let us know about it. The first ever Social CRM Excellence Awards are open. Find out more and enter now!

 

------

Category: Best New Community & Most Innovative Community

 

Community: Giff Gaff

Launch Date: October 15, 2009

Submitted by: Giff Gaff Community Manager, Vincent

 

 

I'm nominating the giffgaff community because since the day we launched, the community has not stopped baffling me with its behaviour. Never have I met a community which is so extremely on topic, which fulfils the role it was set up for so completely, where we cannot detect any spam and where the users are so extremely helpful to each other I feel positively nauseated :smileyhappy:

 

giffgaff1.jpg

giffgaff was specifically set up to get its community involved in all aspects of the business (mobile phone network). So we launched our community even before our product was available, in order to start gathering feedback on what we would launch.

After launch, the community was to take up the role of our customer service (which they did tremendously well) and continue to provide feedback on our product and service.

We have no call centres at all, as all our customers questions are answered by our community (except for billing). This has worked so well that since launch we've only had to escalate two questions in total, out of the hundreds posted by our members (questions get automatically escalated after 24 hours with no reply). And we've had an average response time of 900 minutes to any questions posted in January, which is just incredible.


giffgaff2.jpg We continue to work with our community involving them in decisions on how we price our products by asking what they think is fair, and incorporating their feedback in product changes and using the Ideas Exchange as part of our internal business strategy.

We're working very hard to make sure the community feels involved with giffgaff and everything we do. This shows in our participation rates (in January an amazing 30% of newly registered users visited our community pages) and in how we've attracted super users, one of whom spends seven hours a day, seven days a week answering questions.

But don't take my word for it, the community also feels our approach is different and sets us apart from the majority. Here are two choice quotes:

tamino wrote:

You've answered my questions faster than if often takes to get through to a human in a call centre. Member service 1, call centres 0!


trick202:

GG has the potential to be different. They could almost do with a Che image on the site - and a Rage Against the Machine track playing!

 



If you think the Giff Gaff community is worthy of winning Best New Community, then give it a vote. Voting is open on the Lithosphere until the end of March this year. Winners will be announced at the LiNC customer conference. Read our blog for more information on the Social CRM Excellence Awards

Status:
Past Lithy Winner

Lithys 2011: Best New Community: The Home Depot

By PaulGi
PaulGi

Lithys 2011: Best New Community: The Home Depot

Status: Past Lithy Winner
by Lithium Alumni (Retired) Lithium Alumni (Retired) on ‎04-07-2011 03:29 PM - last edited on ‎04-30-2012 03:00 PM by Community Manager Community Manager



Company: The Home Depothomedepot1.png

Categories: 

- Most Innovative Social Customer Program

 

- Best New Community

 

 

Entered by: Tia Robinson (tdrtia)

Community Name: The Home Depot How-To Community

URL: community.homedepot.com

Launched: October 11, 2010

 


We should win either the - Most Innovative Social Customer Program and/or Best New Community award because: We launched the premier destination for DIY and home improvement discussions on the internet.

 

No matter how big or small - people can come to our Community to ask questions, share their expertise and to learn something new.

 

Members of the Home Depot How-To Community earn rank and status among their peers by participating in the site on a regular basis and offering their expertise to other users. Visitors to community.homedepot.com will find discussions organized in categories including Paint, Tools and Hardware, Garden and Yard and Do-it-Yourself and Repair. Visitors will also find some different types of members in our Community: Store Associates

 

We’ve trained a team of store associates who spend a dedicated amount of time each week helping customers in this community. These “designated associates” help answer product and project questions and share their knowledge and experience with the entire community. These associates might not always be the first ones to answer, for two important reasons.

 

First, we want to give other members of the community the chance to show their stuff. We know there are a lot of really experienced DIYers out there, and we want to hear great ideas and tips from them as well. Also, our designated associates will often take some time to research the most thorough answer possible so members can get all the info they need to get their projects done right. Regardless, members can generally expect our designated associates to chime in when appropriate within a 24-hour period of an initial post, if not sooner. Vendors & Partners Many of the companies who make the products are represented on our Community. You'll also find our many partners and other members of our Home Depot family here, ready to discuss all things DIY.

 

Members of the How-To Community can also:

• Meet other DIY enthusiasts

• Ask questions

• Share tips

• Post comments

• Take polls

• Share and browse pictures

• Watch and share videos

• Provide feedback to other users

 

The How-To Community also features a Meet Our Experts section that spotlights the community’s store associates and What’s New in Our Aisles section highlights new product innovations from The Home Depot.

 

homedepot2.png




Company: The Home Depothomedepot1.png

Categories: 

- Most Innovative Social Customer Program

 

- Best New Community

 

 

Entered by: Tia Robinson (tdrtia)

Community Name: The Home Depot How-To Community

URL: community.homedepot.com

Launched: October 11, 2010

 


We should win either the - Most Innovative Social Customer Program and/or Best New Community award because: We launched the premier destination for DIY and home improvement discussions on the internet.

 

No matter how big or small - people can come to our Community to ask questions, share their expertise and to learn something new.

 

Members of the Home Depot How-To Community earn rank and status among their peers by participating in the site on a regular basis and offering their expertise to other users. Visitors to community.homedepot.com will find discussions organized in categories including Paint, Tools and Hardware, Garden and Yard and Do-it-Yourself and Repair. Visitors will also find some different types of members in our Community: Store Associates

 

We’ve trained a team of store associates who spend a dedicated amount of time each week helping customers in this community. These “designated associates” help answer product and project questions and share their knowledge and experience with the entire community. These associates might not always be the first ones to answer, for two important reasons.

 

First, we want to give other members of the community the chance to show their stuff. We know there are a lot of really experienced DIYers out there, and we want to hear great ideas and tips from them as well. Also, our designated associates will often take some time to research the most thorough answer possible so members can get all the info they need to get their projects done right. Regardless, members can generally expect our designated associates to chime in when appropriate within a 24-hour period of an initial post, if not sooner. Vendors & Partners Many of the companies who make the products are represented on our Community. You'll also find our many partners and other members of our Home Depot family here, ready to discuss all things DIY.

 

Members of the How-To Community can also:

• Meet other DIY enthusiasts

• Ask questions

• Share tips

• Post comments

• Take polls

• Share and browse pictures

• Watch and share videos

• Provide feedback to other users

 

The How-To Community also features a Meet Our Experts section that spotlights the community’s store associates and What’s New in Our Aisles section highlights new product innovations from The Home Depot.

 

homedepot2.png

Status:
Past Lithy Winner

Lithys 2011: Best New Community: TomTom

By PaulGi
PaulGi

Lithys 2011: Best New Community: TomTom

Status: Past Lithy Winner
by Lithium Alumni (Retired) Lithium Alumni (Retired) on ‎03-28-2011 05:17 PM - last edited on ‎04-30-2012 03:15 PM by Community Manager Community Manager

Company: TomTomtomtom.png

Category: Best New Community (Launched after June 1, 2010)Best Community ROI Usecase  
Entered by: Kenneth Refsgaard (kendoji)

Community Name: TomTom Discussions

URL: discussions.tomtom.com

Launched: March 1, 2011

 


Entry:

 

We launched two weeks ago (March 1, 2011) but our community has been extremely active right from the start. We got a number of things right (thanks to all the support and advice we received from Lithium on best practices), including having all the recommended promotional plans in place, a good board structure, a nice and clean UI and thorough internal communication around guidelines. This has resulted in a smooth launch, with about 150 new registrations and 25,000 page views every day.

 

From launch we also immediately had support from numerous knowledgeable brand advocates (from third party navigation sites) who have been picking up just about every question posted on the community. 


We thought it would take months before we had a vibrant community with active brand advocates answering all the questions - but it all came together on Day two! Using the Engagement Center ROI tally (tweaked with our own cost-per-incident), in our first two weeks we handled 20,000 cases and delivered a value of 150,000 USD!!

 

tomtom2.png


Company: TomTomtomtom.png

Category: Best New Community (Launched after June 1, 2010)Best Community ROI Usecase  
Entered by: Kenneth Refsgaard (kendoji)

Community Name: TomTom Discussions

URL: discussions.tomtom.com

Launched: March 1, 2011

 


Entry:

 

We launched two weeks ago (March 1, 2011) but our community has been extremely active right from the start. We got a number of things right (thanks to all the support and advice we received from Lithium on best practices), including having all the recommended promotional plans in place, a good board structure, a nice and clean UI and thorough internal communication around guidelines. This has resulted in a smooth launch, with about 150 new registrations and 25,000 page views every day.

 

From launch we also immediately had support from numerous knowledgeable brand advocates (from third party navigation sites) who have been picking up just about every question posted on the community. 


We thought it would take months before we had a vibrant community with active brand advocates answering all the questions - but it all came together on Day two! Using the Engagement Center ROI tally (tweaked with our own cost-per-incident), in our first two weeks we handled 20,000 cases and delivered a value of 150,000 USD!!

 

tomtom2.png

Status:
Past Lithy Winner

Best Community Anecdote: National Instruments reco...

By PaulGi
PaulGi

Best Community Anecdote: National Instruments recognizes a new 'Knight of NI'

Status: Past Lithy Winner
by Lithium Alumni (Retired) Lithium Alumni (Retired) on ‎03-24-2010 05:30 PM - last edited on ‎04-30-2012 05:39 PM by Community Manager Community Manager

If you are a Lithium customer and you have a great story to tell, you're proud of the impact your community is making, or if it has changed the game for your company, let us know about it. The first ever Social CRM Excellence Awards are open. Find out more and enter now!

 

------

Category: Best Community Anecdote or Story

 

Community: National Instruments

Launch Date: November 15, 2004

Submitted by: NI Web Project Engineer Laura

 

The National Instruments (NI) Discussion Forums host thousands of discussions with tips, tricks and solutions to the most common problems that engineers all over the world face.

 

Every online community is created with the hopes of one day reaching people who have a shared passion for a company’s products and services.

 

For National Instruments, that day happened when Ben Rayner reached 10,000 posts in the NI ni-4.pngDiscussion Forums. With this milestone, Ben became the third ever “Knight of NI.” This highly coveted title positioned Ben as a trusted advisor on the discussion forums.

 

But what the community didn’t know is that before Ben joined the discussion forums he had often struggled with text based programming early in his career due to his dyslexia. 

 

Ben posted, for the entire community to see, that “LabVIEW [the NI flagship software] is a gift from God to the Dyslexic.” “Without it”, Ben continued, “I’d probably be designing optics in a back cube somewhere, counting down the days until I retire. As it stands today, I hope to help the LabVIEW developers of tomorrow when I retire.”

 

And with that Ben described the entire purpose of the discussion forums, to help build a community of like minded individuals who can share information that helps change people’s lives and impact the future.
ni-1.png
When the first NI Discussion Forum member reached 5,000 posts the community members voted that they should be given the rank of rank “Zealous” in the community.

 

During this time, the community members continued to bring up the idea that one should be able to become a “Knight of NI,” based on the community's love for the movie Monty Python & the Holy Grail.

 

The “Knight of NI” title was finally implemented for community members who reached the 10,000 post milestone. “Knights of NI” were to receive a shrubbery from NI for their hard work and dedication.

 

Along with becoming a Knight of NI, Ben received his shrubbery and even held a knighting ceremony at his own home!

 

For a regular community member, reaching 10,000 posts is an extraordinary accomplishment, but for Ben Rayner becoming a Knight of NI was something that he, and the rest of the NI community, will never forget.  In fact there are over 230 replies to the congratulatory post for Ben reaching this milestone mark.

 

ni-3.png

 

Ben's current post count is over 11,350.  Wait 11,351...2...3.

 


If you are a Lithium customer and you have a great story to tell, you're proud of the impact your community is making, or if it has changed the game for your company, let us know about it. The first ever Social CRM Excellence Awards are open. Find out more and enter now!

 

------

Category: Best Community Anecdote or Story

 

Community: National Instruments

Launch Date: November 15, 2004

Submitted by: NI Web Project Engineer Laura

 

The National Instruments (NI) Discussion Forums host thousands of discussions with tips, tricks and solutions to the most common problems that engineers all over the world face.

 

Every online community is created with the hopes of one day reaching people who have a shared passion for a company’s products and services.

 

For National Instruments, that day happened when Ben Rayner reached 10,000 posts in the NI ni-4.pngDiscussion Forums. With this milestone, Ben became the third ever “Knight of NI.” This highly coveted title positioned Ben as a trusted advisor on the discussion forums.

 

But what the community didn’t know is that before Ben joined the discussion forums he had often struggled with text based programming early in his career due to his dyslexia. 

 

Ben posted, for the entire community to see, that “LabVIEW [the NI flagship software] is a gift from God to the Dyslexic.” “Without it”, Ben continued, “I’d probably be designing optics in a back cube somewhere, counting down the days until I retire. As it stands today, I hope to help the LabVIEW developers of tomorrow when I retire.”

 

And with that Ben described the entire purpose of the discussion forums, to help build a community of like minded individuals who can share information that helps change people’s lives and impact the future.
ni-1.png
When the first NI Discussion Forum member reached 5,000 posts the community members voted that they should be given the rank of rank “Zealous” in the community.

 

During this time, the community members continued to bring up the idea that one should be able to become a “Knight of NI,” based on the community's love for the movie Monty Python & the Holy Grail.

 

The “Knight of NI” title was finally implemented for community members who reached the 10,000 post milestone. “Knights of NI” were to receive a shrubbery from NI for their hard work and dedication.

 

Along with becoming a Knight of NI, Ben received his shrubbery and even held a knighting ceremony at his own home!

 

For a regular community member, reaching 10,000 posts is an extraordinary accomplishment, but for Ben Rayner becoming a Knight of NI was something that he, and the rest of the NI community, will never forget.  In fact there are over 230 replies to the congratulatory post for Ben reaching this milestone mark.

 

ni-3.png

 

Ben's current post count is over 11,350.  Wait 11,351...2...3.

 

Status:
Past Lithy Winner

Best Community ROI Usecase: Turning Socialites int...

By PaulGi
PaulGi

Best Community ROI Usecase: Turning Socialites into Wagerers: TVG’s Clear, Documented ROI

Status: Past Lithy Winner
by Lithium Alumni (Retired) Lithium Alumni (Retired) on ‎03-30-2010 04:26 PM - last edited on ‎04-30-2012 05:40 PM by Community Manager Community Manager

 

If you are a Lithium customer and you have a great story to tell, you're proud of the impact your community is making, or if it has changed the game for your company, let us know about it. The first ever Social CRM Excellence Awards are open. Find out more and enter now!

 

------

Category: Best Community Usecase

 

Community: TVG

Launch Date: July 7, 2009

Submitted by: TVG Community Manager zoerem

 

 

The TVG Community has made a measurable effect on TVG’s revenue.

 

The Community has attracted high profile customers who wager on www.TVG.com, and furthermore, the community has increased the amount that those customers wager.

 

See some stats below:

 

  • Of our 13,000 community members, 64% of them have wagering accounts with TVG.com
  • Community members account for 20% of TVG’s overall handle (handle = total amount wagered)
  • Members of the community have 36% higher average handle than non-community members
  • Looking at community members before and after joining the community, we can demonstrate that membership in the community has positively impacted wager activity
  • Y/Y avg. handle growth rates were negative for most of 2009 prior to the Community Launch (July 09). After joining the Community, 4 out of the first 5 Community Classes demonstrated positive growth rates
  • Collectively, Community Members achieved higher handle growth rates than Non-Community Members
See the attached chart for reference
tvg4.png

 

If you are a Lithium customer and you have a great story to tell, you're proud of the impact your community is making, or if it has changed the game for your company, let us know about it. The first ever Social CRM Excellence Awards are open. Find out more and enter now!

 

------

Category: Best Community Usecase

 

Community: TVG

Launch Date: July 7, 2009

Submitted by: TVG Community Manager zoerem

 

 

The TVG Community has made a measurable effect on TVG’s revenue.

 

The Community has attracted high profile customers who wager on www.TVG.com, and furthermore, the community has increased the amount that those customers wager.

 

See some stats below:

 

  • Of our 13,000 community members, 64% of them have wagering accounts with TVG.com
  • Community members account for 20% of TVG’s overall handle (handle = total amount wagered)
  • Members of the community have 36% higher average handle than non-community members
  • Looking at community members before and after joining the community, we can demonstrate that membership in the community has positively impacted wager activity
  • Y/Y avg. handle growth rates were negative for most of 2009 prior to the Community Launch (July 09). After joining the Community, 4 out of the first 5 Community Classes demonstrated positive growth rates
  • Collectively, Community Members achieved higher handle growth rates than Non-Community Members
See the attached chart for reference
tvg4.png

Status:
Past Lithy Winner

Lithys 2011: Best New Community: Sephora

By PaulGi
PaulGi

Lithys 2011: Best New Community: Sephora

Status: Past Lithy Winner
by Lithium Alumni (Retired) Lithium Alumni (Retired) on ‎04-14-2011 12:12 PM - last edited on ‎04-30-2012 03:25 PM by Community Manager Community Manager

Company: Sephorasephora.png

Categories:

- Best New Community (Launched after June 1, 2010)

- Community Story or Anecdote

Most Innovative Social Customer Program

 

- Best Social Insight

Entered by: Candace Sims (candace_sephora)

Community Name: Sephora BeautyTalk 

URL: sephora.com/beautyadvice

Launched: September 29, 2010

 


Sephora's community has used the best of what the Lithium platform has to offer by integrating both the Q&A and Discussion products into one community, and making it virtually seamless for the user to navigate.

 

We are always trying to work with Lithium to come up with new and innovate ideas to engage our user, and have had much success cultivating a community where beauty lovers can ask questions, share insights, get advice and offer each other support.

 

And example of this is a recent post started by one of our members thanking the other member of the community for helping her through a tough time. After she posted this, many other members followed suit and shared stories of their own, telling each other how much the community has helped them:

 

sephora2.png

 

http://community.sephora.com/t5/Off-Topic/Getting-Personal/td-p/119253

 

We also have implemented many cool features into our community to gain user insight including:

 

  • Brand Founders Top 10 Favorite Products: A founder or makeup artist from one of our brands is highlighted each month, listing their favorite products. This area is one of the most highly clicked areas of BeautyTalk, and also drives sales for the company. 
  • Sephora Asks: A new question is posed to our users every month, such as "What miracle beauty product would you invent?" and "What technology would you like to see in our stores?" This drives interaction with our clients and also gives us valuable insight into what our clients would like to see from us. 
  • Top 10 Favorite Products on the Profile Page: Allows users to tell others in the community (and us) a little more about themselves through their favorite beauty products, and also inspires other users with what other people in the community love. 
  • Featured Contributor / Best Advice / Best Comment: Highlights members of the community on our homepage. This week our Featured Contributor is the first user to reach the top rank of "Beauty Master" and over 1,200 hearts in the short few months she's been a member!

 

 

sephora1.png


Company: Sephorasephora.png

Categories:

- Best New Community (Launched after June 1, 2010)

- Community Story or Anecdote

Most Innovative Social Customer Program

 

- Best Social Insight

Entered by: Candace Sims (candace_sephora)

Community Name: Sephora BeautyTalk 

URL: sephora.com/beautyadvice

Launched: September 29, 2010

 


Sephora's community has used the best of what the Lithium platform has to offer by integrating both the Q&A and Discussion products into one community, and making it virtually seamless for the user to navigate.

 

We are always trying to work with Lithium to come up with new and innovate ideas to engage our user, and have had much success cultivating a community where beauty lovers can ask questions, share insights, get advice and offer each other support.

 

And example of this is a recent post started by one of our members thanking the other member of the community for helping her through a tough time. After she posted this, many other members followed suit and shared stories of their own, telling each other how much the community has helped them:

 

sephora2.png

 

http://community.sephora.com/t5/Off-Topic/Getting-Personal/td-p/119253

 

We also have implemented many cool features into our community to gain user insight including:

 

  • Brand Founders Top 10 Favorite Products: A founder or makeup artist from one of our brands is highlighted each month, listing their favorite products. This area is one of the most highly clicked areas of BeautyTalk, and also drives sales for the company. 
  • Sephora Asks: A new question is posed to our users every month, such as "What miracle beauty product would you invent?" and "What technology would you like to see in our stores?" This drives interaction with our clients and also gives us valuable insight into what our clients would like to see from us. 
  • Top 10 Favorite Products on the Profile Page: Allows users to tell others in the community (and us) a little more about themselves through their favorite beauty products, and also inspires other users with what other people in the community love. 
  • Featured Contributor / Best Advice / Best Comment: Highlights members of the community on our homepage. This week our Featured Contributor is the first user to reach the top rank of "Beauty Master" and over 1,200 hearts in the short few months she's been a member!

 

 

sephora1.png

Status:
Past Lithy Winner

Best Community Business Integration: HP - Forum Pa...

By PaulGi
PaulGi

Best Community Business Integration: HP - Forum Parties Save Millions

Status: Past Lithy Winner
by Lithium Alumni (Retired) Lithium Alumni (Retired) on ‎04-01-2010 05:11 PM - last edited on ‎04-30-2012 05:48 PM by Community Manager Community Manager

If you are a Lithium customer and you have a great story to tell, you're proud of the impact your community is making, or if it has changed the game for your company, let us know about it. The first ever Social CRM Excellence Awards are open. Find out more and enter now!

 

--------

Category: Best Community Business Integration

 

Community: HP

Submitted by: HP Director of Community LoisT

 

 

It was a crazy time at HP. Windows 7 was shipping any day, and we were busy getting ready for the onslaught of questions and calls that would come pouring in.

There were thousands of posts on the new OS on the HP Support Forum, and Windows 7 had been the most searched on topic on the community for the last six months.

It was the perfect time for our executives to challenge us to find a way to use the community to help customers.

After looking at all of our options, we decided that we needed to have a party – a Welcome Windows 7 party. We went out to our support engineers and got them to agree to come to the party, which we hosted on the forum. More than 75 HP Windows 7-trained experts from around the world signed up from HP’s desktops, notebooks, and printers organizations for the 24 hour event.

Since the whole focus of this event was Windows 7, we invited Microsoft to join us. They promised several engineers.

The day of the event was set for the first Thursday in November. There was so much interest in what would be happening on the Forum that we broke the record of the highest number of page views on Wednesday, the day before. The new record was short lived.

The day of the event dawned. HP engineers sat in conference rooms made into make shift labs. They worked online with customers to recreate problems, direct customers to the correct drivers, and answer hundreds of questions. Again we saw a record number of page views on the site.

hp.JPGWhile customers raved about the help they got, the support engineers were even more enthusiastic.

 

They enjoyed helping our customers, and discovered several issues that they hadn’t known about as well as support documents that needed to be created or improved.

The party, which we called Windows 7 Expert Day, was so successful that we held two additional events. The discoveries made during the Expert Days saved the company millions, and helped countless customers.

Not bad for a day’s work.


If you are a Lithium customer and you have a great story to tell, you're proud of the impact your community is making, or if it has changed the game for your company, let us know about it. The first ever Social CRM Excellence Awards are open. Find out more and enter now!

 

--------

Category: Best Community Business Integration

 

Community: HP

Submitted by: HP Director of Community LoisT

 

 

It was a crazy time at HP. Windows 7 was shipping any day, and we were busy getting ready for the onslaught of questions and calls that would come pouring in.

There were thousands of posts on the new OS on the HP Support Forum, and Windows 7 had been the most searched on topic on the community for the last six months.

It was the perfect time for our executives to challenge us to find a way to use the community to help customers.

After looking at all of our options, we decided that we needed to have a party – a Welcome Windows 7 party. We went out to our support engineers and got them to agree to come to the party, which we hosted on the forum. More than 75 HP Windows 7-trained experts from around the world signed up from HP’s desktops, notebooks, and printers organizations for the 24 hour event.

Since the whole focus of this event was Windows 7, we invited Microsoft to join us. They promised several engineers.

The day of the event was set for the first Thursday in November. There was so much interest in what would be happening on the Forum that we broke the record of the highest number of page views on Wednesday, the day before. The new record was short lived.

The day of the event dawned. HP engineers sat in conference rooms made into make shift labs. They worked online with customers to recreate problems, direct customers to the correct drivers, and answer hundreds of questions. Again we saw a record number of page views on the site.

hp.JPGWhile customers raved about the help they got, the support engineers were even more enthusiastic.

 

They enjoyed helping our customers, and discovered several issues that they hadn’t known about as well as support documents that needed to be created or improved.

The party, which we called Windows 7 Expert Day, was so successful that we held two additional events. The discoveries made during the Expert Days saved the company millions, and helped countless customers.

Not bad for a day’s work.

0 Kudos
Status:
Past Lithy Winner

Best Community Business Integration: Future Shop: ...

By PaulGi
PaulGi

Best Community Business Integration: Future Shop: Injecting community into the business rhythm

Status: Past Lithy Winner
by Lithium Alumni (Retired) Lithium Alumni (Retired) on ‎04-07-2010 05:16 PM - last edited on ‎04-30-2012 05:49 PM by Community Manager Community Manager

If you are a Lithium customer and you have a great story to tell, you're proud of the impact your community is making, or if it has changed the game for your company, let us know about it. The first ever Social CRM Excellence Awards are open. Find out more and enter now!

 

--------

Category: Best Community Business Integration

 

Community: Future Shop

Submitted by: Future Shop Community Manager, LauraB

 

futureshop.png

 

The Future Shop community has helped build a self-service knowledge base that customers tap into to find answers to product information questions, helping them make more informed purchase decisions and get post-purchase support.

Facilitating this experience is the Avatar (Aaron in the English Community and Fred in the French) which has introduced millions of Canadians to the Community Forum. Present on the homepage of futureshop.ca and in our Expert Advice section, the Avatar is synced up with all of the content on the website (Buying Guides, Tech Spotlight articles, FAQs) as well as the content created by the Community (forums and blogs).

 

If the customer isn't able to find the answer to their question in the resources served up to them, they can choose to submit their query to the forum where our community of experts can review and provide specific advice. Once a member with the role of "ExpertUser" responds (this is gained after meeting a certain set of criteria), the customer submitting a question receives an email letting them know their question has been replied to.


futureshop1.pngRelevant discussions and blog posts are also served up on each category page of the website, exposing shoppers to helpful content provided by the Community. Every week, a timely thread and blog get featured out in the Future Shop newsletter, which has over 1 million subscribers across Canada.

In addition to the Community being physically integrated into the transactional website, it has also been integrated into the business rhythms of many departments. Marketing not only leverages the community to amplify promotions, reach out for feedback and post communication regarding contests, in-store visits, and other events. For example, the project manager of a new marketing program tapped the community to suggest program features and names.

Since launching the Tech Blog in May 2009, it has become integrated in the business rhythm of our marketing team to leverage as an avenue to launch new products. Working with the vendor community, they are able to secure product demos and insider information for our team of independent bloggers to write about.

Avatar: http://www.futureshop.ca/en-CA/ResearchCentre/AskAnExpertHome.aspx

Tech Blog: http://www.futureshopforums.ca/t5/Tech-Blog/bg-p/TechBlog


If you are a Lithium customer and you have a great story to tell, you're proud of the impact your community is making, or if it has changed the game for your company, let us know about it. The first ever Social CRM Excellence Awards are open. Find out more and enter now!

 

--------

Category: Best Community Business Integration

 

Community: Future Shop

Submitted by: Future Shop Community Manager, LauraB

 

futureshop.png

 

The Future Shop community has helped build a self-service knowledge base that customers tap into to find answers to product information questions, helping them make more informed purchase decisions and get post-purchase support.

Facilitating this experience is the Avatar (Aaron in the English Community and Fred in the French) which has introduced millions of Canadians to the Community Forum. Present on the homepage of futureshop.ca and in our Expert Advice section, the Avatar is synced up with all of the content on the website (Buying Guides, Tech Spotlight articles, FAQs) as well as the content created by the Community (forums and blogs).

 

If the customer isn't able to find the answer to their question in the resources served up to them, they can choose to submit their query to the forum where our community of experts can review and provide specific advice. Once a member with the role of "ExpertUser" responds (this is gained after meeting a certain set of criteria), the customer submitting a question receives an email letting them know their question has been replied to.


futureshop1.pngRelevant discussions and blog posts are also served up on each category page of the website, exposing shoppers to helpful content provided by the Community. Every week, a timely thread and blog get featured out in the Future Shop newsletter, which has over 1 million subscribers across Canada.

In addition to the Community being physically integrated into the transactional website, it has also been integrated into the business rhythms of many departments. Marketing not only leverages the community to amplify promotions, reach out for feedback and post communication regarding contests, in-store visits, and other events. For example, the project manager of a new marketing program tapped the community to suggest program features and names.

Since launching the Tech Blog in May 2009, it has become integrated in the business rhythm of our marketing team to leverage as an avenue to launch new products. Working with the vendor community, they are able to secure product demos and insider information for our team of independent bloggers to write about.

Avatar: http://www.futureshop.ca/en-CA/ResearchCentre/AskAnExpertHome.aspx

Tech Blog: http://www.futureshopforums.ca/t5/Tech-Blog/bg-p/TechBlog

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