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:
2013 Lithy Finalist

Lithys 2013: Sony Electronics - Best New Community

By DeniseJ

Lithys 2013: Sony Electronics - Best New Community

Status: 2013 Lithy Finalist
by Lithium Technologies DeniseJ ‎03-14-2013 04:56 PM - edited ‎03-15-2013 11:49 AM

Company: Sony Electronics

Entry submitted by: Doug Heavener (heavenerp) Community Manager

Community: Sony Support Community (community.sony.com)

Lithy category: Best New Community

________________________________________________

 

Why should our Sony Community win the “Best New Community” Lithy Award? Well here’s just a few of the incredible things we think stand out with our community.

 

We get personal:

We welcome all community members by embedding a welcome video into our community from our Sony Experts. We want our community members to immediately be able to relate/bond with our community experts.

 

 

We listen to our community:

We have also embedded a monthly live webcast. These webcasts showcase Sony products and our Sony product experts. Our webcasts are geared towards our customers based on the types of questions we are seeing within the community. Our members are able to ask questions in real time and have them addressed by our product experts during the live webcasts.

 

 

We have the support of our employees:

We are taking an aggressive approach to assist our community member by having a large amount of Sony employees actively participating in the community as product experts. Our employees spend an average/minimum of 1 hour a day moderating and answering member posts. This allows us to proactively address customer’s issues in a timely manner. Whether it’s a technical post or a customer service issue, we can address the customers’ needs in real time. For example, if a post comes in addressing poor customer service, our product experts will immediately escalate those post to our community relations team to handle. This has proven to be an effective way to keep issues from blowing up within the community. …. This is our way of trying to stay ahead of our customers and actively.

 

We showcase our expertise:

We are using Sony Heritage for our upcoming Sony expert bios. Our current product experts that we have participating in the community have an average of 15 years of service with Sony. The amount of knowledge our employees have is incredible. You can say we’ve grown up with Sony products, have seen the technology grow and the products evolve to what they are today. But we still remember the first Walkman, first CD player, seen the technology Are our Sony Heritage goes beyond us…… to our parents, our grandparents, those who owned the first Sony TV, the first Transistor Radio, the first Walkman, etc. Our Sony heritage is strong. We’ve witnessed leaps and bounds in the evolution of our products and technology and we are all ready to share the knowledge we possess with our customers.

 

We get results:

Our Search Engine Optimization using Google has increased to an incredible 490K. Our metrics continue to grow and have moved steady upward showing positive results. Lithium is one of the best customer service tools. None of them can even compare to the potential that the Sony Community brings to our customer service world. I can truly say, I have never been so excited about a customer service tool as I am about the Sony Community. It is an amazing tool that will change the way we do customer service forever!


Company: Sony Electronics

Entry submitted by: Doug Heavener (heavenerp) Community Manager

Community: Sony Support Community (community.sony.com)

Lithy category: Best New Community

________________________________________________

 

Why should our Sony Community win the “Best New Community” Lithy Award? Well here’s just a few of the incredible things we think stand out with our community.

 

We get personal:

We welcome all community members by embedding a welcome video into our community from our Sony Experts. We want our community members to immediately be able to relate/bond with our community experts.

 

 

We listen to our community:

We have also embedded a monthly live webcast. These webcasts showcase Sony products and our Sony product experts. Our webcasts are geared towards our customers based on the types of questions we are seeing within the community. Our members are able to ask questions in real time and have them addressed by our product experts during the live webcasts.

 

 

We have the support of our employees:

We are taking an aggressive approach to assist our community member by having a large amount of Sony employees actively participating in the community as product experts. Our employees spend an average/minimum of 1 hour a day moderating and answering member posts. This allows us to proactively address customer’s issues in a timely manner. Whether it’s a technical post or a customer service issue, we can address the customers’ needs in real time. For example, if a post comes in addressing poor customer service, our product experts will immediately escalate those post to our community relations team to handle. This has proven to be an effective way to keep issues from blowing up within the community. …. This is our way of trying to stay ahead of our customers and actively.

 

We showcase our expertise:

We are using Sony Heritage for our upcoming Sony expert bios. Our current product experts that we have participating in the community have an average of 15 years of service with Sony. The amount of knowledge our employees have is incredible. You can say we’ve grown up with Sony products, have seen the technology grow and the products evolve to what they are today. But we still remember the first Walkman, first CD player, seen the technology Are our Sony Heritage goes beyond us…… to our parents, our grandparents, those who owned the first Sony TV, the first Transistor Radio, the first Walkman, etc. Our Sony heritage is strong. We’ve witnessed leaps and bounds in the evolution of our products and technology and we are all ready to share the knowledge we possess with our customers.

 

We get results:

Our Search Engine Optimization using Google has increased to an incredible 490K. Our metrics continue to grow and have moved steady upward showing positive results. Lithium is one of the best customer service tools. None of them can even compare to the potential that the Sony Community brings to our customer service world. I can truly say, I have never been so excited about a customer service tool as I am about the Sony Community. It is an amazing tool that will change the way we do customer service forever!

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:
2014 Lithy Submission

Lithys 2014: Constant Contact - Lithium Platform I...

By JaniceK

Lithys 2014: Constant Contact - Lithium Platform Innovator

Status: 2014 Lithy Submission
by Lithium Technologies JaniceK ‎04-04-2014 10:06 AM - last edited on ‎04-28-2014 08:57 AM by Community Administrator Community Administrator

Company: Constant Contact 

Entry submitted by: Rosalind Morville/CTCT Community Team (rosmorville) Senior Manager, Community and Social Support

Community: Constant Contact (https://community.constantcontact.com/)

Lithy category: Lithium Platform Innovator

 

Constant Contact®, Inc. wrote the book on Engagement Marketing™ — the new marketing success formula that helps small organizations create and grow customer relationships in today’s socially connected world. Through its unique combination of online marketing tools and free personalized coaching, Constant Contact helps small businesses, associations, and nonprofits connect and engage with their next great customer, client, or member. Launched in 1998, Constant Contact has long championed the needs of small organizations, providing them with an easy and affordable way to create and build successful, lasting customer relationships.

 

Headquartered in Waltham, Massachusetts, Constant Contact also has offices in Loveland, CO; Delray Beach, FL; San Francisco, CA; New York, NY and London, England. Constant Contact has been honored with numerous industry accolades and has ranked on Deloitte's Technology Fast 500 for five years running, most recently at number 179.

 

In 2013, the company continued to make significant product improvements across our offering of online marketing tools. Knowing that change can be difficult and feedback can only make our products stronger, we needed a way to harness our valuable customer feedback without incurring significant cost or introducing a new technology to monitor. We wanted the feedback to be readily available to the Product Owners and easily actionable for varied members of a multi-leveled support team.  As a company that highly values the customer experience and promotes transparency, we wanted the feedback to be public and accessible to all of our customers.  We also wanted our customers to be able to monitor the status of their ideas. Finally, as our early tests with other tools indicated, many of the “feedback ideas” our customers submitted were actually support issues that required moving out of feedback into a place where that support could be received in a timely manner. By knowing the areas where our customers had the most issues and using their ideas to further the products in the direction the customer wanted, we aimed to increase not just the usability of our products but also customer loyalty.

 

After evaluating out of the box products, we decided to develop our own “in product feedback widget” that would provide an avenue to learn more about our customers’ reactions to system changes and provide a quick way to incorporate feedback into the product development cycle. We decided to base this widget on the Lithium platform.

 

We determined that the idea exchange within Lithium provided the features we wanted:

 

  • the ability to vote and raise the most critical ideas to the top;
  • a direct line to the customer making the suggestion to ask for more details when needed;
  • the capability to rapidly move “Support” issues to the appropriate area of the Community to be answered by peers or our trained Community team;
  • a way for our customers to easily see the status of their ideas;
  • the ability for multiple people to view, edit and comment on ideas from all areas of the company be it product, support, or another;
  • and an easy and visible way for our product team to demonstrate their empathy and involvement with our customers.

 

We added the widget to multiple pages within our current products and most critically to a new version of our Contacts Management tool.  With this widget, a customer clicks one button and provides their feedback directly to the people that can make the changes.

 

Due to the success of the widget in 2013, in 2014 we are implementing the widget across hundreds pages of our product and dividing this feedback across 16 idea exchanges in the Community.  The success of the widget is evident when you glance at how many posts exist today:


 

In Contacts alone (granted the most active area of our feedback forums, but also the most critical as we rolled out this new tool), we received 4600 ideas, 3498 comments and 274,056 page views to that area alone between July and December!  The product team has been able to deliver 71 implemented ideas that are directly attributable to the Lithium feedback widget.

 

Another area where we launched a redesign was in our Library area. The feedback through the widget was vital for improving the new design. The new design began rolling out on August 28th, 2013. Between this date and December 2013 we received 949 ideas, 624 comments and 12,478 page views. So far, we have been able to implement 14 ideas based on this feedback.

 

Customers are given a “feedback” button within the flow of a task. Pop ups were not used to avoid distracting an engaged customer while the pervasive nature of the button on multiple screens allows a customer to enter feedback at any friction point.

 

 

When a customer clicks the feedback button, a pop up window appears. The customer selects a topic (labels), enters a subject, and then enters text (the idea body). They click “post to public forum” and the idea is posted to the idea exchange as a new idea with the right labels. There is also an opportunity here for the customer to identify that they need help. If the customer chooses “Get Help” from the drop down they post directly into a corresponding product board for help from the Community. 

 

 

Once an idea is submitted, the window closes and a customer can continue wherever it is they left off. Feedback is a gift to us while not being difficult for the customer to provide.

 

 

 


Company: Constant Contact 

Entry submitted by: Rosalind Morville/CTCT Community Team (rosmorville) Senior Manager, Community and Social Support

Community: Constant Contact (https://community.constantcontact.com/)

Lithy category: Lithium Platform Innovator

 

Constant Contact®, Inc. wrote the book on Engagement Marketing™ — the new marketing success formula that helps small organizations create and grow customer relationships in today’s socially connected world. Through its unique combination of online marketing tools and free personalized coaching, Constant Contact helps small businesses, associations, and nonprofits connect and engage with their next great customer, client, or member. Launched in 1998, Constant Contact has long championed the needs of small organizations, providing them with an easy and affordable way to create and build successful, lasting customer relationships.

 

Headquartered in Waltham, Massachusetts, Constant Contact also has offices in Loveland, CO; Delray Beach, FL; San Francisco, CA; New York, NY and London, England. Constant Contact has been honored with numerous industry accolades and has ranked on Deloitte's Technology Fast 500 for five years running, most recently at number 179.

 

In 2013, the company continued to make significant product improvements across our offering of online marketing tools. Knowing that change can be difficult and feedback can only make our products stronger, we needed a way to harness our valuable customer feedback without incurring significant cost or introducing a new technology to monitor. We wanted the feedback to be readily available to the Product Owners and easily actionable for varied members of a multi-leveled support team.  As a company that highly values the customer experience and promotes transparency, we wanted the feedback to be public and accessible to all of our customers.  We also wanted our customers to be able to monitor the status of their ideas. Finally, as our early tests with other tools indicated, many of the “feedback ideas” our customers submitted were actually support issues that required moving out of feedback into a place where that support could be received in a timely manner. By knowing the areas where our customers had the most issues and using their ideas to further the products in the direction the customer wanted, we aimed to increase not just the usability of our products but also customer loyalty.

 

After evaluating out of the box products, we decided to develop our own “in product feedback widget” that would provide an avenue to learn more about our customers’ reactions to system changes and provide a quick way to incorporate feedback into the product development cycle. We decided to base this widget on the Lithium platform.

 

We determined that the idea exchange within Lithium provided the features we wanted:

 

  • the ability to vote and raise the most critical ideas to the top;
  • a direct line to the customer making the suggestion to ask for more details when needed;
  • the capability to rapidly move “Support” issues to the appropriate area of the Community to be answered by peers or our trained Community team;
  • a way for our customers to easily see the status of their ideas;
  • the ability for multiple people to view, edit and comment on ideas from all areas of the company be it product, support, or another;
  • and an easy and visible way for our product team to demonstrate their empathy and involvement with our customers.

 

We added the widget to multiple pages within our current products and most critically to a new version of our Contacts Management tool.  With this widget, a customer clicks one button and provides their feedback directly to the people that can make the changes.

 

Due to the success of the widget in 2013, in 2014 we are implementing the widget across hundreds pages of our product and dividing this feedback across 16 idea exchanges in the Community.  The success of the widget is evident when you glance at how many posts exist today:


 

In Contacts alone (granted the most active area of our feedback forums, but also the most critical as we rolled out this new tool), we received 4600 ideas, 3498 comments and 274,056 page views to that area alone between July and December!  The product team has been able to deliver 71 implemented ideas that are directly attributable to the Lithium feedback widget.

 

Another area where we launched a redesign was in our Library area. The feedback through the widget was vital for improving the new design. The new design began rolling out on August 28th, 2013. Between this date and December 2013 we received 949 ideas, 624 comments and 12,478 page views. So far, we have been able to implement 14 ideas based on this feedback.

 

Customers are given a “feedback” button within the flow of a task. Pop ups were not used to avoid distracting an engaged customer while the pervasive nature of the button on multiple screens allows a customer to enter feedback at any friction point.

 

 

When a customer clicks the feedback button, a pop up window appears. The customer selects a topic (labels), enters a subject, and then enters text (the idea body). They click “post to public forum” and the idea is posted to the idea exchange as a new idea with the right labels. There is also an opportunity here for the customer to identify that they need help. If the customer chooses “Get Help” from the drop down they post directly into a corresponding product board for help from the Community. 

 

 

Once an idea is submitted, the window closes and a customer can continue wherever it is they left off. Feedback is a gift to us while not being difficult for the customer to provide.

 

 

 

0 Kudos
Status:
2012 Lithy Submission

Lithys 2012: Sephora - Best SuperFan Story

By PaulGi

Lithys 2012: Sephora - Best SuperFan Story

Status: 2012 Lithy Submission
by Lithium Alumni (Retired) Lithium Alumni (Retired) ‎03-30-2012 12:21 PM - last edited on ‎04-30-2012 05:56 PM by JulieH

Company: Sephora

Entry Submitted by: Candace Sims (candace_sephora) Community Manager

Community: Sephora BeautyTalk (sephora.com/beautyadvice)

Lithy Categories: Best Social Customer Experience



 

We are convinced that Sephora has the best SuperFans on the planet, and also the most engaged.

 

They spend an average of 396 minutes online a month, and purchase 10x more than our average client! They also have created their own community and support system on BeautyTalk, outside of the usual chatter about beauty and makeup.

 

 

Aside from the wildly popular user-created traveling Sephora box program, they also offer each other support during troubling times, and give advice to each other on every subject from financial issues to favorite travel destinations.

 

That they feel so comfortable discussing so many different types of topics with each other is really a testament to how close the super users in our community are.

 

Our lounge boards are some of the most popular and active boards in the community, and every time one of our users hits a “hearts” (kudos) milestone in the community, our users throw them a (virtual) party!

 

It’s really fantastic to see our members rewarding each other and fostering a sense of accomplishment among each other in the community.


Company: Sephora

Entry Submitted by: Candace Sims (candace_sephora) Community Manager

Community: Sephora BeautyTalk (sephora.com/beautyadvice)

Lithy Categories: Best Social Customer Experience



 

We are convinced that Sephora has the best SuperFans on the planet, and also the most engaged.

 

They spend an average of 396 minutes online a month, and purchase 10x more than our average client! They also have created their own community and support system on BeautyTalk, outside of the usual chatter about beauty and makeup.

 

 

Aside from the wildly popular user-created traveling Sephora box program, they also offer each other support during troubling times, and give advice to each other on every subject from financial issues to favorite travel destinations.

 

That they feel so comfortable discussing so many different types of topics with each other is really a testament to how close the super users in our community are.

 

Our lounge boards are some of the most popular and active boards in the community, and every time one of our users hits a “hearts” (kudos) milestone in the community, our users throw them a (virtual) party!

 

It’s really fantastic to see our members rewarding each other and fostering a sense of accomplishment among each other in the community.

Status:
Past Lithy Winner

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

By PaulGi

Lithys 2011: Best Community Story or Anecdote: Lenovo

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

Company: Lenovo

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. 



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.

 

After 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.


 

Erik, 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. 



As 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: Lenovo

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. 



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.

 

After 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.


 

Erik, 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. 



As 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:
2013 Lithy Submission

Lithys 2013: LEGO - Best Social Support Program

By DeniseJ

Lithys 2013: LEGO - Best Social Support Program

Status: 2013 Lithy Submission
by Lithium Technologies DeniseJ ‎03-12-2013 02:49 PM - last edited on ‎04-26-2013 06:00 PM by Moderator Moderator

Company: LEGO Systems Inc.

Entry submitted by: Mark Fothergill (MarkF) Head of Children's Community & Moderation

Community: LEGO Community (community.lego.com)

Lithy category: Best Social Support Program

________________________________________________

 

Since its inception in 1932, the LEGO Group has come a long way - from a small carpenter’s workshop, to a leading global enterprise, always looking for ways to reinvent the brand experience to maintain its world class service. With the growth of social, it was a natural impetus to build a social online experience which encouraged users to interact, engage and share with each other in a safe and secure way, while maintaining the fun, learning and imaginative elements that were aligned to the brand values.

 

The business aim was to create an interactive social online experience (via an infused dot com presence) that was buzzing in engagement whilst maintaining its simplicity and ease of use, in a safe and secure environment that provided users with quicker “get to times”.  We have a high affinity with users in the 7-14 years age bracket, so online safety and security was paramount.  We were also migrating our users from our old forums to the Lithium platform, so our first step was to understand the issues our existing user community was facing and leverage their feedback to ensure our new launch met their needs.  The responses we received included:

 

  • Faster moderation
  • Increased engagement with LEGO staff
  • Better structure to the forums
  • More guidance on rules
  • Less “spam”

We launched the new community on 9 November 2012 with great success – migrated 2.4 million users and 4+ million posts. There was 0% data and user loss and 1000 users joined the community within the first hour.

 

 


 

“Get to Times” had reduced by more than 7hrs from 8hrs in January 2012 to 56 mins when measured in December 2012. At the same time, user interaction went up by 62% when compared to interaction in the previous forums the year prior.

 

With a more interactive and structured community reflecting features available on other social platforms such as “Likes” introduced, and additional features such as a new ranking structure, user interviews, story and role play forums as well as online polling, paved the way to a significant increase in user activity.

 

New Polling & Ranking Features:

 

Some of the new ranks:

 

There was also a large reduction in spam based on changing the ranking structure from the old posting only system to a new more varied criteria including user defined opinion on quality and rating of content. The new ranks have instilled a culture of support and encouragement between the users and we now have a very healthy community feel.

 

We changed our moderation and engagement coverage set up to ensure 24/7 coverage, with 8 team members located in different time zones and geographical locations around the world. With the backing of help from vendor moderators, the core LEGO team now has more freedom to actively engage with users, spending hours engaging per week now in comparison to minutes previously.

 

We set up a comprehensive help/FAQ section where users can check out the rules, how to change signatures and generally tailor their own settings. For new users, after reading the FAQs, in every single forum we have “Welcome to newbie” or “Adopt a newbie” topics where new users can come in and introduce themselves and existing users will take them under their wings and help bring them into the community.

 

As an example of how engaged some of our kids are, in January 2013, the stats tell us that our 27 highest ranked users (all Forestmen, Ninjas, Aztec Warriors or Conquistadors) each spent 74 hours in the community per week! They’re very dedicated!

 

The new LEGO.com community embodies the LEGO brand values of fun, creativity, quality and originality. Visit community.lego.com to view for yourself.

 


Company: LEGO Systems Inc.

Entry submitted by: Mark Fothergill (MarkF) Head of Children's Community & Moderation

Community: LEGO Community (community.lego.com)

Lithy category: Best Social Support Program

________________________________________________

 

Since its inception in 1932, the LEGO Group has come a long way - from a small carpenter’s workshop, to a leading global enterprise, always looking for ways to reinvent the brand experience to maintain its world class service. With the growth of social, it was a natural impetus to build a social online experience which encouraged users to interact, engage and share with each other in a safe and secure way, while maintaining the fun, learning and imaginative elements that were aligned to the brand values.

 

The business aim was to create an interactive social online experience (via an infused dot com presence) that was buzzing in engagement whilst maintaining its simplicity and ease of use, in a safe and secure environment that provided users with quicker “get to times”.  We have a high affinity with users in the 7-14 years age bracket, so online safety and security was paramount.  We were also migrating our users from our old forums to the Lithium platform, so our first step was to understand the issues our existing user community was facing and leverage their feedback to ensure our new launch met their needs.  The responses we received included:

 

  • Faster moderation
  • Increased engagement with LEGO staff
  • Better structure to the forums
  • More guidance on rules
  • Less “spam”

We launched the new community on 9 November 2012 with great success – migrated 2.4 million users and 4+ million posts. There was 0% data and user loss and 1000 users joined the community within the first hour.

 

 


 

“Get to Times” had reduced by more than 7hrs from 8hrs in January 2012 to 56 mins when measured in December 2012. At the same time, user interaction went up by 62% when compared to interaction in the previous forums the year prior.

 

With a more interactive and structured community reflecting features available on other social platforms such as “Likes” introduced, and additional features such as a new ranking structure, user interviews, story and role play forums as well as online polling, paved the way to a significant increase in user activity.

 

New Polling & Ranking Features:

 

Some of the new ranks:

 

There was also a large reduction in spam based on changing the ranking structure from the old posting only system to a new more varied criteria including user defined opinion on quality and rating of content. The new ranks have instilled a culture of support and encouragement between the users and we now have a very healthy community feel.

 

We changed our moderation and engagement coverage set up to ensure 24/7 coverage, with 8 team members located in different time zones and geographical locations around the world. With the backing of help from vendor moderators, the core LEGO team now has more freedom to actively engage with users, spending hours engaging per week now in comparison to minutes previously.

 

We set up a comprehensive help/FAQ section where users can check out the rules, how to change signatures and generally tailor their own settings. For new users, after reading the FAQs, in every single forum we have “Welcome to newbie” or “Adopt a newbie” topics where new users can come in and introduce themselves and existing users will take them under their wings and help bring them into the community.

 

As an example of how engaged some of our kids are, in January 2013, the stats tell us that our 27 highest ranked users (all Forestmen, Ninjas, Aztec Warriors or Conquistadors) each spent 74 hours in the community per week! They’re very dedicated!

 

The new LEGO.com community embodies the LEGO brand values of fun, creativity, quality and originality. Visit community.lego.com to view for yourself.

 

Status:
2015 Lithy Submission

Lithys 2015: HP - Most Creative Community Promotio...

By JaniceK

Lithys 2015: HP - Most Creative Community Promotion or Launch

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-27-2015 10:48 PM - edited ‎05-02-2016 06:38 PM

Company: HP HP logo.png

Entry submitted by: Siobhan Flanigan (Siobhan) Social Customer Care

Community: HP Support Forums (http://h30434.www3.hp.com/)

Lithy category: Most Creative  Community Promotion or Launch

 

HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. With the broadest technology portfolio spanning printing, personal systems, software, services and IT infrastructure, HP delivers solutions for customers’ most complex challenges in every region of the world. More information about HP (NYSE: HPQ) is available at http://www.hp.com

 

The goal of our Community promotion

HP 1.png

Imagine being able to gather insights that saved your company a million dollars, got your senior vice president to actively promote your community, and spiked every key performance metric for the cost of a few pizzas.

 

HP achieves this with HP Expert Days. These virtual events held on the HP Support Forums let customers connect with the employees who designed their product or wrote the manual. 

 

Customers love the event because they have access to the brightest minds in HP and can get help on any question they have whether or not the product is in or out of warranty. In addition, they can learn new ways to use their products such as how to set up a wireless network to print or stream a program to their TV.  Also since the HP Support Forums are optimized for search engines, posts with answers are viewed around 2,000 times. This means that customers are able to view the answers long after the day has ended.

 

The HP Expert video explains what the event is by driving awareness.

 

Months before the event, HP creates the materials needed to promote the event. By working closely with marketing, HP promotes the event on key sites such as Twitter, Facebook, LinkedIn, Google+, Instagram, Pinterest and now YouTube.

 

HP 2.jpg

The most recent and important promotion is the HP Expert Day video.  A well-produced video increases information retention by 50% and speeds-up buying decisions by 72% over a print brochure.* Making a video on HP Expert Day was a critical way to improve customer’s understanding about what HP Expert Day is and why they should visit the community.

 

*Source: The Wharton School of Business at the University of Pennsylvania

 

The results

 

HP Expert Days impact every community metric tracked.

 

HP 3.png

HP Expert Days connects our most valuable employees with our customers. For customers, it means that they can get an unparalleled level of expertise, which increases customer loyalty. It’s not every day that customers want to buy employees a beer.

“Your advice worked - thanks. If you ever come to Denmark I'll buy you a beer.”

 

Here are some other comments community members made:

“Thanks!!! It worked!! YOU ROCK! LOVE HP!”

“Again, thank you. It is comforting to know that the forums provide an excellent source for information in resolving issues.”

“You've DONE IT!!!  You've managed to walk me through this mess….I thank you with all my heart.”

 

Our video

 

 


Company: HP HP logo.png

Entry submitted by: Siobhan Flanigan (Siobhan) Social Customer Care

Community: HP Support Forums (http://h30434.www3.hp.com/)

Lithy category: Most Creative  Community Promotion or Launch

 

HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. With the broadest technology portfolio spanning printing, personal systems, software, services and IT infrastructure, HP delivers solutions for customers’ most complex challenges in every region of the world. More information about HP (NYSE: HPQ) is available at http://www.hp.com

 

The goal of our Community promotion

HP 1.png

Imagine being able to gather insights that saved your company a million dollars, got your senior vice president to actively promote your community, and spiked every key performance metric for the cost of a few pizzas.

 

HP achieves this with HP Expert Days. These virtual events held on the HP Support Forums let customers connect with the employees who designed their product or wrote the manual. 

 

Customers love the event because they have access to the brightest minds in HP and can get help on any question they have whether or not the product is in or out of warranty. In addition, they can learn new ways to use their products such as how to set up a wireless network to print or stream a program to their TV.  Also since the HP Support Forums are optimized for search engines, posts with answers are viewed around 2,000 times. This means that customers are able to view the answers long after the day has ended.

 

The HP Expert video explains what the event is by driving awareness.

 

Months before the event, HP creates the materials needed to promote the event. By working closely with marketing, HP promotes the event on key sites such as Twitter, Facebook, LinkedIn, Google+, Instagram, Pinterest and now YouTube.

 

HP 2.jpg

The most recent and important promotion is the HP Expert Day video.  A well-produced video increases information retention by 50% and speeds-up buying decisions by 72% over a print brochure.* Making a video on HP Expert Day was a critical way to improve customer’s understanding about what HP Expert Day is and why they should visit the community.

 

*Source: The Wharton School of Business at the University of Pennsylvania

 

The results

 

HP Expert Days impact every community metric tracked.

 

HP 3.png

HP Expert Days connects our most valuable employees with our customers. For customers, it means that they can get an unparalleled level of expertise, which increases customer loyalty. It’s not every day that customers want to buy employees a beer.

“Your advice worked - thanks. If you ever come to Denmark I'll buy you a beer.”

 

Here are some other comments community members made:

“Thanks!!! It worked!! YOU ROCK! LOVE HP!”

“Again, thank you. It is comforting to know that the forums provide an excellent source for information in resolving issues.”

“You've DONE IT!!!  You've managed to walk me through this mess….I thank you with all my heart.”

 

Our video

 

 

0 Kudos
Status:
2012 Lithy Submission

Lithys 2012: National Instruments - Best Business ...

By PaulGi

Lithys 2012: National Instruments - Best Business ROI

Status: 2012 Lithy Submission
by Lithium Alumni (Retired) Lithium Alumni (Retired) ‎03-31-2012 10:33 AM - last edited on ‎04-30-2012 05:51 PM by JulieH

Company: National Instruments

Entry Submitted by: Jordan Groves (jgroves) Web Project Engineer

Community: National Instruments Community  (forums.ni.com)

Lithy Categories: Best Business ROI


The National Instruments Idea Exchange, which was established in June 2009, provides a quick, excellent medium of direct communication between our customers and our R&D team.


Here at National Instruments, we understand the importance of integrating co-innovation into the product design and development processes.  By giving our lead users the opportunity to provide valuable feedback on our products, not only do we develop better software, but we also demonstrate to our customers that we greatly value their input.  

Before the Idea Exchange was born, we first needed to determine how to best incorporate our top users into our development processes.  

 

In order to do so, we needed to learn more about our community members.  A survey of the user base returned the following information:

 

  • 55% of our customers are "active" community users
  • There is a direct correlation between how active a customer is on the forums and how loyal he/she is to the company.

This data reaffirmed our assertion that it would be well worth the effort to pull customers into the NI software development process.

 

 

 

With the main focus being ease of use, National Instruments utilized the Lithium community platform and revealed the new Idea Exchange in the summer of 2009.  Since then, users have submitted over 3,700 ideas – each with candid explanations of why they posted.  

 

Our Research and Development teams monitor the board and reply directly to the customers’ requests. Over the years, the Idea Exchange has expanded to encompass eight different product boards and has received:

 

  • Over 3,700 submitted ideas (our initial goal was 500)
  • Over 73,600 votes on ideas
  • 14,565 customer comments
  • Over 56,000 unique visitors

Additionally, the LabVIEW 2011 Beta release included 13 new features that were suggested on the Idea Exchange.

 

In the end, not only did the Idea Exchange alleviate many users’ frustrations by giving them a direct connection to our developers, but it also increased our productivity, as well.  Our engineers now have an exact picture of which new features are most important to our customers.  

 

By placing co-innovation as a cornerstone of the product development cycle, we have been able to produce better products.


Company: National Instruments

Entry Submitted by: Jordan Groves (jgroves) Web Project Engineer

Community: National Instruments Community  (forums.ni.com)

Lithy Categories: Best Business ROI


The National Instruments Idea Exchange, which was established in June 2009, provides a quick, excellent medium of direct communication between our customers and our R&D team.


Here at National Instruments, we understand the importance of integrating co-innovation into the product design and development processes.  By giving our lead users the opportunity to provide valuable feedback on our products, not only do we develop better software, but we also demonstrate to our customers that we greatly value their input.  

Before the Idea Exchange was born, we first needed to determine how to best incorporate our top users into our development processes.  

 

In order to do so, we needed to learn more about our community members.  A survey of the user base returned the following information:

 

  • 55% of our customers are "active" community users
  • There is a direct correlation between how active a customer is on the forums and how loyal he/she is to the company.

This data reaffirmed our assertion that it would be well worth the effort to pull customers into the NI software development process.

 

 

 

With the main focus being ease of use, National Instruments utilized the Lithium community platform and revealed the new Idea Exchange in the summer of 2009.  Since then, users have submitted over 3,700 ideas – each with candid explanations of why they posted.  

 

Our Research and Development teams monitor the board and reply directly to the customers’ requests. Over the years, the Idea Exchange has expanded to encompass eight different product boards and has received:

 

  • Over 3,700 submitted ideas (our initial goal was 500)
  • Over 73,600 votes on ideas
  • 14,565 customer comments
  • Over 56,000 unique visitors

Additionally, the LabVIEW 2011 Beta release included 13 new features that were suggested on the Idea Exchange.

 

In the end, not only did the Idea Exchange alleviate many users’ frustrations by giving them a direct connection to our developers, but it also increased our productivity, as well.  Our engineers now have an exact picture of which new features are most important to our customers.  

 

By placing co-innovation as a cornerstone of the product development cycle, we have been able to produce better products.

Status:
2016 Lithy Submission

Lithys 2016: USAA - Total Community All Star

By JaniceK

Lithys 2016: USAA - Total Community All Star

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-12-2016 11:32 PM - last edited on ‎05-03-2016 08:39 AM by Moderator Moderator

usaa_0.pngCompany: USAA

Entry submitted by:  Bill Gerth (Director, Social Business)

Community: USAA Community

Lithy category: Total Community All Star

 

USAA provides a full range of financial products and services to the military community and their families. Our world-class employees are committed to delivering superior products, appropriate guidance and exceptional customer service. We started as a word of mouth company, in 1922 when 25 Army officers met in San Antonio, Texas and decided to insure each other's vehicles they laid the foundation for an organization that would one day serve millions of members. USAA has earned its member’s trust by providing years of award-winning service through a comprehensive suite of financial products and advice. Our members expect excellence in customer service from a financial services organization that’s served generations of military families. Service, Loyalty, Honesty and Integrity, USAA stands ready to serve.

 

Organizational Background and total Community Digital Customer Strategy

 

When someone joins USAA they have immediate access to free financial resources and personalized products and services — we understand the unique needs of our membership because we’re an organization founded by military members for military members. Our customers rely on us to suggest products and services that meet their financial needs and access to the tools and advice they need to make critical life decisions. Our customer care solutions and Member Community afford USAA’s member’s access to world-class employees that are personally committed to delivering excellent service and superior assistance in their social channel of choice.

 

USAA recognizes that social media is an important member service channel. We’re committed to delivering the gold standard for social customer care in our managed and owned social media properties. USAA is laser focused in our approach to the discovery of a members service issues in social channels with rapid issue resolution or the recommendation of advice which meets an immediate need.

 

USAA determined that online profile recognition methods were disconnected from a member’s true identity and out of sync with our internal CRM systems. Across the social customer care industry and CRM platforms the inability to identity stitch public and private customer profile information together proved to be a key issue in successful social customer handling, dialogue management and customer contact amendment.

 

One of our largest initiatives in 2015 was to develop a solution integrating information from our managed social properties, Lithium Member Community and CRM systems together to provide a 'single member profile’. The ‘single member profile’ would allow USAA to associate social insights with known member information and offer relevant personalized service in social networks or our Member community. USAA knows that the key to personalized service in social channels is immediate recognition of a member in their social channel of choice.

 

Total Community Benefits and Results

 

In 2015 USAA leveraged its Lithium Member Community and planned LSW integration to build a scalable 'single member profile’ we call the Unified Member View. This “360 degree customer view” is the centerpiece of our Total Community Strategy. The Unified Member View includes the Lithium Member Community identity, external social identities and Member Online profile data into a 'single member profile’. USAA’s digital strategy for Total Community focuses on the member profile; our efforts include connecting USAA’s official customer record with all of the public and private social profile attributes that we see emerging.       

 

Untitled3.png

 

The holistic view of the member profile allows USAA to deliver a new level of digital experience and features informed by expanded awareness and insight. Digital features include; personalization informed by social insights or declared life events, member segmentation, peer to peer connection features that match an individual’s needs with member provided advice and solutions.

  • USAA combined the Community Profile with formal customer profile data to create a single social customer experience anchor point
  • Members can now select from personal details (location/military background) directly pulled from their formal profile to share
  • The combined profile provides integrated access to USAA’s Community for our member base of over 10 million individuals
  • The combined profile serves as the comprehensive external social network identity record for all members
  • The aggregation of all member social profiles will be written to the CRM record and reused for customer outreach and promotion
  • 2015 Unified Member View project for Total Community led to broader exposure of the Community Profiles, a 5x monthly increase in Member Community registrations (10,000 Registrations per month on average)
  • LSW, USAA CRM Member Match Technology gives USAA a 5 FTE savings for looking up Member Profile Information and syncing that data to social handles

 

 


usaa_0.pngCompany: USAA

Entry submitted by:  Bill Gerth (Director, Social Business)

Community: USAA Community

Lithy category: Total Community All Star

 

USAA provides a full range of financial products and services to the military community and their families. Our world-class employees are committed to delivering superior products, appropriate guidance and exceptional customer service. We started as a word of mouth company, in 1922 when 25 Army officers met in San Antonio, Texas and decided to insure each other's vehicles they laid the foundation for an organization that would one day serve millions of members. USAA has earned its member’s trust by providing years of award-winning service through a comprehensive suite of financial products and advice. Our members expect excellence in customer service from a financial services organization that’s served generations of military families. Service, Loyalty, Honesty and Integrity, USAA stands ready to serve.

 

Organizational Background and total Community Digital Customer Strategy

 

When someone joins USAA they have immediate access to free financial resources and personalized products and services — we understand the unique needs of our membership because we’re an organization founded by military members for military members. Our customers rely on us to suggest products and services that meet their financial needs and access to the tools and advice they need to make critical life decisions. Our customer care solutions and Member Community afford USAA’s member’s access to world-class employees that are personally committed to delivering excellent service and superior assistance in their social channel of choice.

 

USAA recognizes that social media is an important member service channel. We’re committed to delivering the gold standard for social customer care in our managed and owned social media properties. USAA is laser focused in our approach to the discovery of a members service issues in social channels with rapid issue resolution or the recommendation of advice which meets an immediate need.

 

USAA determined that online profile recognition methods were disconnected from a member’s true identity and out of sync with our internal CRM systems. Across the social customer care industry and CRM platforms the inability to identity stitch public and private customer profile information together proved to be a key issue in successful social customer handling, dialogue management and customer contact amendment.

 

One of our largest initiatives in 2015 was to develop a solution integrating information from our managed social properties, Lithium Member Community and CRM systems together to provide a 'single member profile’. The ‘single member profile’ would allow USAA to associate social insights with known member information and offer relevant personalized service in social networks or our Member community. USAA knows that the key to personalized service in social channels is immediate recognition of a member in their social channel of choice.

 

Total Community Benefits and Results

 

In 2015 USAA leveraged its Lithium Member Community and planned LSW integration to build a scalable 'single member profile’ we call the Unified Member View. This “360 degree customer view” is the centerpiece of our Total Community Strategy. The Unified Member View includes the Lithium Member Community identity, external social identities and Member Online profile data into a 'single member profile’. USAA’s digital strategy for Total Community focuses on the member profile; our efforts include connecting USAA’s official customer record with all of the public and private social profile attributes that we see emerging.       

 

Untitled3.png

 

The holistic view of the member profile allows USAA to deliver a new level of digital experience and features informed by expanded awareness and insight. Digital features include; personalization informed by social insights or declared life events, member segmentation, peer to peer connection features that match an individual’s needs with member provided advice and solutions.

  • USAA combined the Community Profile with formal customer profile data to create a single social customer experience anchor point
  • Members can now select from personal details (location/military background) directly pulled from their formal profile to share
  • The combined profile provides integrated access to USAA’s Community for our member base of over 10 million individuals
  • The combined profile serves as the comprehensive external social network identity record for all members
  • The aggregation of all member social profiles will be written to the CRM record and reused for customer outreach and promotion
  • 2015 Unified Member View project for Total Community led to broader exposure of the Community Profiles, a 5x monthly increase in Member Community registrations (10,000 Registrations per month on average)
  • LSW, USAA CRM Member Match Technology gives USAA a 5 FTE savings for looking up Member Profile Information and syncing that data to social handles

 

 

Status:
2010 Lithy Submission

Best New Community: Aflac, Duck Pond

By PaulGi

Best New Community: Aflac, Duck Pond

Status: 2010 Lithy Submission
by Lithium Alumni (Retired) Lithium Alumni (Retired) ‎03-03-2010 03:52 PM - last edited on ‎04-30-2012 05:48 PM by JulieH

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

 

Community: Aflac

Launch Date: October 24, 2009

Submitted by: Aflac Community Manager NateKlein

 

 

The Aflac Duck has been so many places that we thought, why not send him on a swim?  That's when the Duck Pond was formed.  The Duck Pond is a closed community forum where Aflac's online billing accounts can connect, share and learn from other Aflac account administrators by asking questions, providing answers and submitting ideas online.

 

In less than four months, more than 18,000 account administrators have joined the conversation ... that's 10.2 percent of our eligible accounts out there quacking about Aflac!  They have given us some great ideas - three of which are now on our strategic roadmap for implementation during the 2Q 2010. These suggestions will reduce call volume, enhance the customer experience and improve account retention. 

 

We have posted blogs to help Aflac accounts improve the customer experience and blogs that include tips on using social media. Soon, we'll start the conversation on how to make corporate sponsorships work for our accounts.  In addition to our featured blogs, the many threads have allowed our accounts to solve issues, raise concerns and sing the praises of Aflac's various services.

 

Overall, there have been more than 117,000 page views, over 32,000 message views and over 200 message posts -amazing considering Aflac accounts usually visit the site once a month to pay their bills.

 

Lastly, Aflac has to put some dollar figures to this analysis to make it worthwhile: 

 

Along with our web redesign and the ability to showcase how secure online payment transactions are via the Duck Pond, there has been a three percentage point increase in the number of customers that pay online.

 

Although this increase may be small, its effect is large, because moving that figure in a positive direction provides Aflac with additional annual cost avoidance for processing and materials of more than $95,000 - and that number continues to climb!

 


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

 

Community: Aflac

Launch Date: October 24, 2009

Submitted by: Aflac Community Manager NateKlein

 

 

The Aflac Duck has been so many places that we thought, why not send him on a swim?  That's when the Duck Pond was formed.  The Duck Pond is a closed community forum where Aflac's online billing accounts can connect, share and learn from other Aflac account administrators by asking questions, providing answers and submitting ideas online.

 

In less than four months, more than 18,000 account administrators have joined the conversation ... that's 10.2 percent of our eligible accounts out there quacking about Aflac!  They have given us some great ideas - three of which are now on our strategic roadmap for implementation during the 2Q 2010. These suggestions will reduce call volume, enhance the customer experience and improve account retention. 

 

We have posted blogs to help Aflac accounts improve the customer experience and blogs that include tips on using social media. Soon, we'll start the conversation on how to make corporate sponsorships work for our accounts.  In addition to our featured blogs, the many threads have allowed our accounts to solve issues, raise concerns and sing the praises of Aflac's various services.

 

Overall, there have been more than 117,000 page views, over 32,000 message views and over 200 message posts -amazing considering Aflac accounts usually visit the site once a month to pay their bills.

 

Lastly, Aflac has to put some dollar figures to this analysis to make it worthwhile: 

 

Along with our web redesign and the ability to showcase how secure online payment transactions are via the Duck Pond, there has been a three percentage point increase in the number of customers that pay online.

 

Although this increase may be small, its effect is large, because moving that figure in a positive direction provides Aflac with additional annual cost avoidance for processing and materials of more than $95,000 - and that number continues to climb!

 

Status:
2015 Lithy Submission

Lithys 2015: Symantec - Excellence in Customer Sat...

By JaniceK

Lithys 2015: Symantec - Excellence in Customer Satisfaction

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-06-2015 03:16 PM - edited ‎04-06-2015 03:21 PM

Company: Symantec 
Entry submitted by: Tim Lopez (Tim) Project Manager, Social Customer Care

LSW: Norton Social Support (http://www.twitter.com/NortonSupport)

Lithy category: Excellence in Customer Satisfaction

 

Symantec was founded in 1982 by visionary computer scientists. The company has evolved to become one of the world’s largest software companies with more than 18,500 employees in more than 50 countries. We provide security, storage and systems management solutions to help our customers – from consumers and small businesses to the largest global organizations – secure and manage their information-driven world against more risks at more points, more completely and efficiently than any other company.

 

Our 2014 customer satisfaction goals were to decrease response times from 9 minutes to 6 minutes, move our team from a shared resource “hybrid” model to a dedicated team for Social Response, extend our hours of coverage from 12 hours a day to 24x7, increase our reach by expanding to areas outside of our branded properties, and develop a metric for gauging customer sentiment conversion trends. Through strategic planning, including continued use of Lithium Social Web, we were able to:

    • Reduce response time to just about 5 minutes.
    • Launch 24x7 coverage with our newly formed full-time dedicated response team.
    • Expand support response coverage to Google Play, YouTube, Amazon Reviews, and many popular forums and blogs across the internet.
    • Develop an innovative scoring system that averages the score of sentiment conversions allowing us to track the trend of our ability to delight customers and to ensure that as we grow we continue to focus on maintaining or improving customer satisfaction.
    • Move from English only support to now include Danish, Dutch, French, German, Italian, Portuguese, Spanish, Swedish, and Russian – on both Twitter and Facebook.
    • Generate reports that get distributed on a regular basis to the entire Norton Business Unit.

 

Sentiment Conversions and Time to Response have always been our driving factor. We want our customers to be thrilled with our engagement so we ensure that all of our metrics and KPIs reflect what we can do that benefits the customers. We want our customers to know that we care for them even after we have won over their business. 

 

 

Using Sentiment Conversion tagging that we developed for use with LSW over the last year, we were able to show visual representations on our monthly reports. Using a system that translated the type of sentiment conversion in to a tangible score, we were able to create an average score that represents our success in delighting customers, further allowing us to track the trend.

We were able to streamline our response time by moving to a full time team (in February) and balancing our scheduling around hourly volume trends.

 

Last year we had an 80% increase in individual cases and responses, at the same time we slightly decreased in ‘noise’, 50% increase in Positive Sentiment conversion, on over 14,000 cases handled in over 160,000 conversations monitored.  

 


Company: Symantec 
Entry submitted by: Tim Lopez (Tim) Project Manager, Social Customer Care

LSW: Norton Social Support (http://www.twitter.com/NortonSupport)

Lithy category: Excellence in Customer Satisfaction

 

Symantec was founded in 1982 by visionary computer scientists. The company has evolved to become one of the world’s largest software companies with more than 18,500 employees in more than 50 countries. We provide security, storage and systems management solutions to help our customers – from consumers and small businesses to the largest global organizations – secure and manage their information-driven world against more risks at more points, more completely and efficiently than any other company.

 

Our 2014 customer satisfaction goals were to decrease response times from 9 minutes to 6 minutes, move our team from a shared resource “hybrid” model to a dedicated team for Social Response, extend our hours of coverage from 12 hours a day to 24x7, increase our reach by expanding to areas outside of our branded properties, and develop a metric for gauging customer sentiment conversion trends. Through strategic planning, including continued use of Lithium Social Web, we were able to:

    • Reduce response time to just about 5 minutes.
    • Launch 24x7 coverage with our newly formed full-time dedicated response team.
    • Expand support response coverage to Google Play, YouTube, Amazon Reviews, and many popular forums and blogs across the internet.
    • Develop an innovative scoring system that averages the score of sentiment conversions allowing us to track the trend of our ability to delight customers and to ensure that as we grow we continue to focus on maintaining or improving customer satisfaction.
    • Move from English only support to now include Danish, Dutch, French, German, Italian, Portuguese, Spanish, Swedish, and Russian – on both Twitter and Facebook.
    • Generate reports that get distributed on a regular basis to the entire Norton Business Unit.

 

Sentiment Conversions and Time to Response have always been our driving factor. We want our customers to be thrilled with our engagement so we ensure that all of our metrics and KPIs reflect what we can do that benefits the customers. We want our customers to know that we care for them even after we have won over their business. 

 

 

Using Sentiment Conversion tagging that we developed for use with LSW over the last year, we were able to show visual representations on our monthly reports. Using a system that translated the type of sentiment conversion in to a tangible score, we were able to create an average score that represents our success in delighting customers, further allowing us to track the trend.

We were able to streamline our response time by moving to a full time team (in February) and balancing our scheduling around hourly volume trends.

 

Last year we had an 80% increase in individual cases and responses, at the same time we slightly decreased in ‘noise’, 50% increase in Positive Sentiment conversion, on over 14,000 cases handled in over 160,000 conversations monitored.  

 

Status:
2016 Lithy Finalist

Lithys 2016: Fitbit - Social ROI Titan

By JaniceK

Lithys 2016: Fitbit - Social ROI Titan

Status: 2016 Lithy Finalist
by Lithium Technologies JaniceK ‎04-28-2016 01:19 AM - last edited on ‎05-03-2016 08:35 AM by Moderator Moderator

Fitbit_logo_RGB.jpgCompany: Fitbit, Inc.

Contact: Allison Leahy (Director of Community)

Community: Fitbit Community

Lithy category:  Social ROI Titan

 

Fitbit helps people lead healthier, more active lives by empowering them with data, inspiration and guidance to reach their goals. As the leader in connected health and fitness, Fitbit designs products and experiences that track everyday health and fitness.

 

Our 2015 goals for our Lithium-powered community and LSW

 

Fitbit helps people lead healthy and active lives by empowering them with data, inspiration, and guidance to reach their goals. Our community connects millions of users around the world so they can support one another in achieving their wellness goals.

 

Keeping focus on our brand commitment to excellent experiences, our 2015 goals centered around establishing better connections between customers and product support. We sought to increase our presence on social media, bring even more visitors to our established forum content, and ensure quick, consistent responses through all our channels.

 

We recognized that achieving these primary goals would also result in equally substantial secondary benefits. By providing excellent support via social platforms, we would deflect contacts from other support channels, which offer a more traditional one-to-one communication model. By surfacing relevant Community discussions and Accepted Solutions, we would have the opportunity to resolve customer inquiries before their question was even asked.

 

In addition, we were excited to begin routing all content through LSW, from social engagements and forum posts to marketing responses and app reviews. Through tagging, volume metrics, and social listening tools, we aimed to improve our understanding of what users are seeking when they reach out to us. This data is a vital part of improving our internal analytics and reporting to the business around milestone events.

 

Our focus areas and tactics 

 

We set out to meet - and even surpass - these goals with an ambitious multi-pronged strategy.

 

The largest single move to unite customers with content involved transitioning our Community from private to full public accessibility. The ensuing SEO visibility resulted in 3x visits and page views.

 

Untitled85.png

 

In anticipation of this new traffic, we launched a major project to maximize the value of Accepted Solutions, which appear prominently in search results. Our team worked to ensure that every Community topic included a satisfactory response, which is an effort we continue with new threads today.

 

Another significant step toward this goal was promoting our Community and Twitter support channels on both the help site and contact page. As this is the most common avenue used to reach Fitbit via email, phone, and chat, we hoped the prospect of a more rapid response on our platforms would appeal to customers.

 

We recognized that this effort would only be worthwhile if we could indeed deliver on that promise of excellent and rapid resolutions. To this end, we developed a capacity plan and staffing model to accommodate the growing popularity of our social support channels, aiming for the 4 hour maximum response time featured on our contact page, 24 hours a day. Through collaboration with our social marketing teams, we aggressively added support for newly-established regional brand pages and new channels including Instagram and app store reviews. We also put LSW’s tagging logic to work by applying product, platform, and feature-based tags to content, allowing us to get deep insights into social and community commentary.

 

In addition to bolstering our social coverage, we began acknowledging emerging issues in real-time through proactive tweets, floated community threads, and help site banners (which often linked straight to community threads). We’ve also engaged our Community Council superuser group to escalate concerning posts for quick attention. With this infrastructure in place, we were on the right track to make Fitbit a leader in the social support realm!

 

Our results

 

As we compare our current state to where we began at the start of 2015, it’s clear that the aforementioned efforts have been wildly successful.

 

Untitled86.png

 

Social media interactions increased rapidly as we strengthened our support presence and featured these channels on our contact page. Per the above graph, we saw a 616% increase in contacts to our dedicated support handle on Twitter between January 2015 and January 2016 (compared to a 393% increase the year prior). We also noted a substantial gain in channel subscriptions as we passed 100,000 followers on Twitter. Our growing audience brings increased amplification and adds value to proactive tweets, aiding us us in our mission to further reduce support contacts. As depicted below, we've calculated that by providing Twitter support alone, we've saved approximately 29,000 agent hours in Q3 and Q4 of the past year, by resolving customer issues without the involvement of email, phone, or chat.

 

Untitled87.png

 

Our shift to a public Community was impossible to overlook, as forum content quickly occupied the top spots for relevant search results. We saw daily traffic more than double in the month following this change, and noted the balance shift to more than 60% mobile visitors. As we ramp down from the last Holiday season, we now find ourselves at about 500% traffic compared to the closed community of 6 months ago.

 

To better visualize the full value of this growth, we ran a series of Community surveys to gauge the likelihood for Community visitors to open support cases after their visit. Prior to the open community, we saw potential for about 500,000 annual case deflections. Following the public relaunch, we were able to greatly increase this ROI potential, even considering increased staffing costs. Per the results of these surveys, we estimate about 225% ROI for our Community last year.

 

Untitled88.png

 

The 2015 year was one of lofty goals and great strides for both our team and our platforms. These numbers give us confidence that our hard work has resulted in better support experiences for Fitbit customers around the world, and also that we continue to significantly contribute to an efficient, versatile, and economical Customer Support department.


Fitbit_logo_RGB.jpgCompany: Fitbit, Inc.

Contact: Allison Leahy (Director of Community)

Community: Fitbit Community

Lithy category:  Social ROI Titan

 

Fitbit helps people lead healthier, more active lives by empowering them with data, inspiration and guidance to reach their goals. As the leader in connected health and fitness, Fitbit designs products and experiences that track everyday health and fitness.

 

Our 2015 goals for our Lithium-powered community and LSW

 

Fitbit helps people lead healthy and active lives by empowering them with data, inspiration, and guidance to reach their goals. Our community connects millions of users around the world so they can support one another in achieving their wellness goals.

 

Keeping focus on our brand commitment to excellent experiences, our 2015 goals centered around establishing better connections between customers and product support. We sought to increase our presence on social media, bring even more visitors to our established forum content, and ensure quick, consistent responses through all our channels.

 

We recognized that achieving these primary goals would also result in equally substantial secondary benefits. By providing excellent support via social platforms, we would deflect contacts from other support channels, which offer a more traditional one-to-one communication model. By surfacing relevant Community discussions and Accepted Solutions, we would have the opportunity to resolve customer inquiries before their question was even asked.

 

In addition, we were excited to begin routing all content through LSW, from social engagements and forum posts to marketing responses and app reviews. Through tagging, volume metrics, and social listening tools, we aimed to improve our understanding of what users are seeking when they reach out to us. This data is a vital part of improving our internal analytics and reporting to the business around milestone events.

 

Our focus areas and tactics 

 

We set out to meet - and even surpass - these goals with an ambitious multi-pronged strategy.

 

The largest single move to unite customers with content involved transitioning our Community from private to full public accessibility. The ensuing SEO visibility resulted in 3x visits and page views.

 

Untitled85.png

 

In anticipation of this new traffic, we launched a major project to maximize the value of Accepted Solutions, which appear prominently in search results. Our team worked to ensure that every Community topic included a satisfactory response, which is an effort we continue with new threads today.

 

Another significant step toward this goal was promoting our Community and Twitter support channels on both the help site and contact page. As this is the most common avenue used to reach Fitbit via email, phone, and chat, we hoped the prospect of a more rapid response on our platforms would appeal to customers.

 

We recognized that this effort would only be worthwhile if we could indeed deliver on that promise of excellent and rapid resolutions. To this end, we developed a capacity plan and staffing model to accommodate the growing popularity of our social support channels, aiming for the 4 hour maximum response time featured on our contact page, 24 hours a day. Through collaboration with our social marketing teams, we aggressively added support for newly-established regional brand pages and new channels including Instagram and app store reviews. We also put LSW’s tagging logic to work by applying product, platform, and feature-based tags to content, allowing us to get deep insights into social and community commentary.

 

In addition to bolstering our social coverage, we began acknowledging emerging issues in real-time through proactive tweets, floated community threads, and help site banners (which often linked straight to community threads). We’ve also engaged our Community Council superuser group to escalate concerning posts for quick attention. With this infrastructure in place, we were on the right track to make Fitbit a leader in the social support realm!

 

Our results

 

As we compare our current state to where we began at the start of 2015, it’s clear that the aforementioned efforts have been wildly successful.

 

Untitled86.png

 

Social media interactions increased rapidly as we strengthened our support presence and featured these channels on our contact page. Per the above graph, we saw a 616% increase in contacts to our dedicated support handle on Twitter between January 2015 and January 2016 (compared to a 393% increase the year prior). We also noted a substantial gain in channel subscriptions as we passed 100,000 followers on Twitter. Our growing audience brings increased amplification and adds value to proactive tweets, aiding us us in our mission to further reduce support contacts. As depicted below, we've calculated that by providing Twitter support alone, we've saved approximately 29,000 agent hours in Q3 and Q4 of the past year, by resolving customer issues without the involvement of email, phone, or chat.

 

Untitled87.png

 

Our shift to a public Community was impossible to overlook, as forum content quickly occupied the top spots for relevant search results. We saw daily traffic more than double in the month following this change, and noted the balance shift to more than 60% mobile visitors. As we ramp down from the last Holiday season, we now find ourselves at about 500% traffic compared to the closed community of 6 months ago.

 

To better visualize the full value of this growth, we ran a series of Community surveys to gauge the likelihood for Community visitors to open support cases after their visit. Prior to the open community, we saw potential for about 500,000 annual case deflections. Following the public relaunch, we were able to greatly increase this ROI potential, even considering increased staffing costs. Per the results of these surveys, we estimate about 225% ROI for our Community last year.

 

Untitled88.png

 

The 2015 year was one of lofty goals and great strides for both our team and our platforms. These numbers give us confidence that our hard work has resulted in better support experiences for Fitbit customers around the world, and also that we continue to significantly contribute to an efficient, versatile, and economical Customer Support department.

0 Kudos
Status:
2012 Lithy Submission

Lithys 2012: HP Enterprise Business Community - Be...

By PaulGi

Lithys 2012: HP Enterprise Business Community - Best Social Customer Experience

Status: 2012 Lithy Submission
by Lithium Alumni (Retired) Lithium Alumni (Retired) ‎03-26-2012 05:55 PM - last edited on ‎04-30-2012 06:48 PM by JulieH

Company: HP Enterprise

Entry Submitted by: Margaret Nugent Social Media Marketing Manager (maugent)

Community: HP EBC (http://h30499.www3.hp.com/)

Lithy Categories: Best Social Customer Experience



Summary

  • HP built one world-wide community on a single instance for all enterprise customers
  • Executed 11 community migrations to the instance, retiring these communities on their legacy platforms
  • To date, five languages are hosted on a single instance
  • Mobile version is available in all languages
  • Benefits:  Cost efficiency; more accurate data of our members (not spread over several platforms)

Facts

  • The HP Enterprise Business Community (hereafter referred to as HP EBC) was launched on January 29th, 2010 with a single category called “BladeSystem”.
  • Three years’ worth of content belonging to 3,500 members was migrated from a third party proprietary platform to our new Lithium instance for the initial launch.
  • It was the first of seven migrations that took place in 2010, bringing total membership to over 200,000
  • Our migrations came from a combination of HP legacy sites, third party proprietary platforms and an acquisition
  • The HP EBC has enabled us to bring all our disparate communities together on one platform and present a single holistic view of our members and their activities in detailed metrics reports

Our goal for the first two years was to consolidate all the external-facing communities managed by HP Enterprise onto a single instance.

 

Within our first year we built five brand new categories and migrated four local language communities from our Asia-Pacific Region (APJ):

 

  • Chinese (Simplified)
  • Chinese (Traditional)
  • Japanese
  • Korean

This was the first time non-English language content had been hosted together on a single instance along with English, so it took great collaboration and partnership between HP and Lithium to make this happen.

 

In 2011 we completed the largest migration, with over ½ million members from an 11 year old HP support forum to our instance.  Despite the year’s notice we were given, this migration was a huge project for both HP and Lithium.  The go-live date was fixed due to HP server retirements.  Thanks to Lithium’s experience garnered from the smaller migrations completed in 2010, we were able to complete this with minimal downtime to our members. We also worked with our super-users to help facilitate the change and support while communicating the benefits of the migration. 

 

Here is what our members said:

“I’m excited about the changes coming soon. I have always enjoyed this forum, but participating at the new Consumer Forum since it opened 11/08 I have come to really appreciate the extra features it offers…hyperlinks, macros are just two that I think of instantly. Kudos is another great feature. It is very rewarding to have multiple people give kudos to a solution or tip that you provide and be able to realize how many actually benefited.  I believe everyone here will soon come to wonder how they ever did without all the extra goodies. It may take a bit of time and some adjustments, but is well worth the effort.” Cheryl G.


“Thanks for the heads up about what's getting ready to happen with the forum. I'm looking forward to the new functionality. And thanks to HP for continuing to provide such a great place to share ideas and to get and receive help.” Prof Julie


November, 2011 saw HP EBC launch a mobile version of the community:  http://m.hp.com/ebc in combination with a new HP.com redesign.

 

Learning
HP Software originally launched its own instance in April 2010, with a view to migrating the software support boards from the HP legacy community (aka HP ITRC) in June 2011.  Once HP Software made the announcement of their intentions at their annual customer event, they received lot of feedback from members asking “Why?”  HP Software’s perception was that software customers were different from other enterprise members and only focused on software products. 

 

The reality proved quite different as approximately <20% of HP Software members were active on both communities.  They were asking why HP Software had their own community, why was HP asking members to join two communities.  So HP Software listened and acted on this by migrating their instance to HP EBC.

 

ROI
The platform has become ingrained in the way we conduct our support business, here are some examples:

 

HP Software Support

  • HP Software Support uses discussion boards for members to have technical discussions on the software product portfolio with a goal to ensure a better understanding of all the features these products have to offer.   In order to provide additional value, to those customers with a valid support contract, they offer a Limited Access area that enables two-way discussion with a support expert.
  • HP Software see this as an extra service to their support customers that results in reducing the number of deferred calls from their support center.  They have created a formula which calculates the potential number of deferred calls each month. The metric that plays an important role is the ‘number of accepted solution views’. We are reporting on this metric in all of our support forums (public and limited access forums).  Throughout 2011, HP Software saw the number of accepted solution views increase from 24,000 in January to 405,000 in December 2011

Support Call Deflection

  • The HP EBC community provides HP a significant cost avoidance opportunity as many customers are able to resolve their support issues via the community, as opposed to contacting HP directly (via phone contacts, email, or chat).  Together with other web-based self-solve service capabilities, this is a critical success factor for HP’s support services organization.

 

HP Expert Days

  • Following completion of our support forums migration to one unified community, we began to partner with the HP consumer side of the business (which was also utilizing the Lithium platform) to offer our customers a broader “Expert Day” experience.  The ‘HP Community Expert Days’ provide our community members a 24-hour period during which to interact directly with HP employees within the forums.  HP Expert Days are typically hosted once a quarter, and are a great way to create awareness of the forums for customers who may not typically choose to receive support in a social manner.  Registrations, logins, posts, and page views consistently see impressively sized increases during Expert Days:

Registrations

73%

Logins

73%

Posts

135%

Topics

127%

Accepted Solutions

157%

Kudos

38%

 

Growth
The evolution and growth of the HP EBC has brought about a new requirement to bring in a limited access area to meet specific business needs with our customers (members) and our channel partners.

 

HP Software has introduced three Limited Access programs within the community:

 

1. Customer Advisory Boards (CAB)
These are Advisory Boards for our top customers, who have the opportunity to meet face to face twice a year.  All meeting notes, presentations and discussions conducted are shared within this category.

 

2. BETA Testing program
HP Software has started to conduct beta testing of the next software product versions with our beta customers within limited access categories in the HP EBC.  In the past all communications were conducted via email after the software was downloaded and installed.  Using the HP EBC has been a great success as more customers have seen the advantages of using the discussion boards versus email. 

 

These advantages are:

  • Increased efficiency and reduction in time to resolution
  • Easier to share knowledge
  • Forums are searchable, enabling customers to find solutions to issues
  • Easier to see where customers are struggling and can put together essential webinars throughout the beta testing period.
  • Opportunity to train customers on new features of the product, so that they can take advantage after upgrading to the new version
  • Ongoing relationship using the forum until the release is launched and can easily train customers on new features and get their ongoing feedback

3. Practitioners Forum

The Practitioners Forum provides a unique opportunity for experienced members to share their experiences and learn from other like-minded practitioners.  Outside of the discussions taking place in these forums we also conduct bi-weekly one hour round table sessions between HP product experts and members, where active participants can contribute or simply listen. Experienced members wanted a place where they could conduct discussions or have conversations with other members with the same level experience.

 

HP EBC is really a cluster/nest of communities – each managed by separate ‘neighborhood’ or ‘category managers’ and one overall administrator.  It is funded by seven internal cost locations within HP by internal cross charges based on proportionate page view costs.

 

 


Company: HP Enterprise

Entry Submitted by: Margaret Nugent Social Media Marketing Manager (maugent)

Community: HP EBC (http://h30499.www3.hp.com/)

Lithy Categories: Best Social Customer Experience



Summary

  • HP built one world-wide community on a single instance for all enterprise customers
  • Executed 11 community migrations to the instance, retiring these communities on their legacy platforms
  • To date, five languages are hosted on a single instance
  • Mobile version is available in all languages
  • Benefits:  Cost efficiency; more accurate data of our members (not spread over several platforms)

Facts

  • The HP Enterprise Business Community (hereafter referred to as HP EBC) was launched on January 29th, 2010 with a single category called “BladeSystem”.
  • Three years’ worth of content belonging to 3,500 members was migrated from a third party proprietary platform to our new Lithium instance for the initial launch.
  • It was the first of seven migrations that took place in 2010, bringing total membership to over 200,000
  • Our migrations came from a combination of HP legacy sites, third party proprietary platforms and an acquisition
  • The HP EBC has enabled us to bring all our disparate communities together on one platform and present a single holistic view of our members and their activities in detailed metrics reports

Our goal for the first two years was to consolidate all the external-facing communities managed by HP Enterprise onto a single instance.

 

Within our first year we built five brand new categories and migrated four local language communities from our Asia-Pacific Region (APJ):

 

  • Chinese (Simplified)
  • Chinese (Traditional)
  • Japanese
  • Korean

This was the first time non-English language content had been hosted together on a single instance along with English, so it took great collaboration and partnership between HP and Lithium to make this happen.

 

In 2011 we completed the largest migration, with over ½ million members from an 11 year old HP support forum to our instance.  Despite the year’s notice we were given, this migration was a huge project for both HP and Lithium.  The go-live date was fixed due to HP server retirements.  Thanks to Lithium’s experience garnered from the smaller migrations completed in 2010, we were able to complete this with minimal downtime to our members. We also worked with our super-users to help facilitate the change and support while communicating the benefits of the migration. 

 

Here is what our members said:

“I’m excited about the changes coming soon. I have always enjoyed this forum, but participating at the new Consumer Forum since it opened 11/08 I have come to really appreciate the extra features it offers…hyperlinks, macros are just two that I think of instantly. Kudos is another great feature. It is very rewarding to have multiple people give kudos to a solution or tip that you provide and be able to realize how many actually benefited.  I believe everyone here will soon come to wonder how they ever did without all the extra goodies. It may take a bit of time and some adjustments, but is well worth the effort.” Cheryl G.


“Thanks for the heads up about what's getting ready to happen with the forum. I'm looking forward to the new functionality. And thanks to HP for continuing to provide such a great place to share ideas and to get and receive help.” Prof Julie


November, 2011 saw HP EBC launch a mobile version of the community:  http://m.hp.com/ebc in combination with a new HP.com redesign.

 

Learning
HP Software originally launched its own instance in April 2010, with a view to migrating the software support boards from the HP legacy community (aka HP ITRC) in June 2011.  Once HP Software made the announcement of their intentions at their annual customer event, they received lot of feedback from members asking “Why?”  HP Software’s perception was that software customers were different from other enterprise members and only focused on software products. 

 

The reality proved quite different as approximately <20% of HP Software members were active on both communities.  They were asking why HP Software had their own community, why was HP asking members to join two communities.  So HP Software listened and acted on this by migrating their instance to HP EBC.

 

ROI
The platform has become ingrained in the way we conduct our support business, here are some examples:

 

HP Software Support

  • HP Software Support uses discussion boards for members to have technical discussions on the software product portfolio with a goal to ensure a better understanding of all the features these products have to offer.   In order to provide additional value, to those customers with a valid support contract, they offer a Limited Access area that enables two-way discussion with a support expert.
  • HP Software see this as an extra service to their support customers that results in reducing the number of deferred calls from their support center.  They have created a formula which calculates the potential number of deferred calls each month. The metric that plays an important role is the ‘number of accepted solution views’. We are reporting on this metric in all of our support forums (public and limited access forums).  Throughout 2011, HP Software saw the number of accepted solution views increase from 24,000 in January to 405,000 in December 2011

Support Call Deflection

  • The HP EBC community provides HP a significant cost avoidance opportunity as many customers are able to resolve their support issues via the community, as opposed to contacting HP directly (via phone contacts, email, or chat).  Together with other web-based self-solve service capabilities, this is a critical success factor for HP’s support services organization.

 

HP Expert Days

  • Following completion of our support forums migration to one unified community, we began to partner with the HP consumer side of the business (which was also utilizing the Lithium platform) to offer our customers a broader “Expert Day” experience.  The ‘HP Community Expert Days’ provide our community members a 24-hour period during which to interact directly with HP employees within the forums.  HP Expert Days are typically hosted once a quarter, and are a great way to create awareness of the forums for customers who may not typically choose to receive support in a social manner.  Registrations, logins, posts, and page views consistently see impressively sized increases during Expert Days:

Registrations

73%

Logins

73%

Posts

135%

Topics

127%

Accepted Solutions

157%

Kudos

38%

 

Growth
The evolution and growth of the HP EBC has brought about a new requirement to bring in a limited access area to meet specific business needs with our customers (members) and our channel partners.

 

HP Software has introduced three Limited Access programs within the community:

 

1. Customer Advisory Boards (CAB)
These are Advisory Boards for our top customers, who have the opportunity to meet face to face twice a year.  All meeting notes, presentations and discussions conducted are shared within this category.

 

2. BETA Testing program
HP Software has started to conduct beta testing of the next software product versions with our beta customers within limited access categories in the HP EBC.  In the past all communications were conducted via email after the software was downloaded and installed.  Using the HP EBC has been a great success as more customers have seen the advantages of using the discussion boards versus email. 

 

These advantages are:

  • Increased efficiency and reduction in time to resolution
  • Easier to share knowledge
  • Forums are searchable, enabling customers to find solutions to issues
  • Easier to see where customers are struggling and can put together essential webinars throughout the beta testing period.
  • Opportunity to train customers on new features of the product, so that they can take advantage after upgrading to the new version
  • Ongoing relationship using the forum until the release is launched and can easily train customers on new features and get their ongoing feedback

3. Practitioners Forum

The Practitioners Forum provides a unique opportunity for experienced members to share their experiences and learn from other like-minded practitioners.  Outside of the discussions taking place in these forums we also conduct bi-weekly one hour round table sessions between HP product experts and members, where active participants can contribute or simply listen. Experienced members wanted a place where they could conduct discussions or have conversations with other members with the same level experience.

 

HP EBC is really a cluster/nest of communities – each managed by separate ‘neighborhood’ or ‘category managers’ and one overall administrator.  It is funded by seven internal cost locations within HP by internal cross charges based on proportionate page view costs.

 

 

Status:
2015 Lithy Winner

Lithys 2015: Rogers (Fido) - Total Community All S...

By JaniceK

Company: Rogers (Fido) 

Entry submitted by: Strickland Hines of Rogers and Caroline Lalonde of Fido (clalonde), Community and Social Media Support Manager

Community: Rogers Community Forum and Fido Community

LSW social channels: 

Rogers: FacebookTwitterand second Twitter

Fido: FacebookTwitter,  second Twitter 

Lithy category: Total Community All Star

 

Rogers Communications Inc. is a diversified Canadian telecommunications and media company. We are Canada's largest wireless voice, data and cable services provider and are well known for our product innovations as well as for being first to market. The Fido brand is part of the Rogers family.

 

Rogers and Fido have outlined several areas of focus for 2015; improving the overall customer experience being at the forefront. Our customers are very important to us and putting them first is imperative to our success. The social media team at Rogers and Fido play an integral role in doing so. Both Rogers and Fido have their own unique Community/Social Support teams.

 

In 2010, we chose Lithium as our platform provider and launched the Rogers and Fido communities. We wanted a best in class platform and a means for customers to self-serve, thereby deflecting calls from our contact centres. The support provided at that time was predominantly peer to peer technical support.

 

With the successful launch of the Rogers and Fido Communities, we sought new opportunities to engage with our customers; Twitter and Facebook provided ideal social platforms and opportunities we were searching for.

 

In 2011, we launched our Social Care teams, offering our customers a new and convenient support option. As such, we began to support and engage with our customers on twitter and Facebook. As we earned their trust through the provision of reliable support and information, customers began to adopt this new means of social support and the number of followers grew.

 

In 2013, in order to increase engagement on our social platforms, the scope of support provided in the Forums was expanded to include discussions on all consumer products and services. We also launched Rogers Idea Box, giving customers a voice to help direct change. Idea Box also served as an additional data collection point for customer insights.

 

Recognizing the need for better reporting capabilities for our social support, we began searching for a social tool that would enable better customer engagement and provide valuable insights through data collection and reporting. After researching a number of social engagement tools, we settled on Lithium Social Web (LSW) and in 2014, the Social Care team was transitioned to the LSW platform. The transition proved valuable; giving us access to more insightful reporting and new capabilities.

 

Benefits of a Total Community

 

A Lithium community and LSW are important to our social strategy of providing customers with convenience through self-serve. LSW enables seamless engagement with our customers, allowing us to respond to their support requests on Facebook/twitter via PM/DM or in public, while the community serves as a lasting source of relevant and helpful content.

 

In 2015, we began to optimize the Rogers and Fido Communities by leveraging insights from Lithium Social Intelligence (LSI). Our focus was set on content optimization, customer support and redesigning the Communities. We hired a team of temporary employees to review all posts to ensure accuracy and relevance of information, accepted or provided solutions and then created new content via posts, videos and blogs which aligned to contact centre top call driver results. We also hired additional permanent staff to provide direct on channel support to customers in the forums when our Super Users didn’t have the tools to assist.

 

An important next step in our Social strategy is the integration of our digital properties with the Social platforms we use to support customers. With the capability of the Lithium platform to integrate with our websites, we’ll be able to create seamless buy flows from community to website and helpful peer reviews from the communities on products housed on our website. We began the integration effort with a redesign of both communities to better align each community with its respective website and brand strategy. With Lithium’s support, we were able to successfully launch the redesigned Rogers Community Forums on March 31 and the redesigned Fido Community Forums on April 7.

 

The redesign and optimization aim at achieving the following:     

  • Deflect calls from our contact centers by increasing our resolution rate to best in class results of 40%
  • Leap frog the competition, increase and maintain our CHI score to best in class results of 750
  • Improve responsiveness to 3 hours

 

Our Total Community results

 

Today, both the Rogers and Fido Communities are staffed to support customers, and content is created daily, with blogs, posts, videos and live Rogers Ask an Expert events. We have communicated the change within the organization and externally to our customers, leveraging customer facing material like bill messages as well as IVR messaging and transactional email notifications. At this point, if your forum peers cannot assist, there is a Rogers or Fido moderator waiting to help. Today, with post launch resolution rates results at 40%, we can proudly say that the Rogers and Fido Communities are reliable sources of customer information and support.

 

As we continue with our approach and roadmap into Q2 of 2015, we are well on our way to building a better customer experience.

 

Rogers Performance Results:

 

 

Fido Performance Results:

 


Company: Rogers (Fido) 

Entry submitted by: Strickland Hines of Rogers and Caroline Lalonde of Fido (clalonde), Community and Social Media Support Manager

Community: Rogers Community Forum and Fido Community

LSW social channels: 

Rogers: FacebookTwitterand second Twitter

Fido: FacebookTwitter,  second Twitter 

Lithy category: Total Community All Star

 

Rogers Communications Inc. is a diversified Canadian telecommunications and media company. We are Canada's largest wireless voice, data and cable services provider and are well known for our product innovations as well as for being first to market. The Fido brand is part of the Rogers family.

 

Rogers and Fido have outlined several areas of focus for 2015; improving the overall customer experience being at the forefront. Our customers are very important to us and putting them first is imperative to our success. The social media team at Rogers and Fido play an integral role in doing so. Both Rogers and Fido have their own unique Community/Social Support teams.

 

In 2010, we chose Lithium as our platform provider and launched the Rogers and Fido communities. We wanted a best in class platform and a means for customers to self-serve, thereby deflecting calls from our contact centres. The support provided at that time was predominantly peer to peer technical support.

 

With the successful launch of the Rogers and Fido Communities, we sought new opportunities to engage with our customers; Twitter and Facebook provided ideal social platforms and opportunities we were searching for.

 

In 2011, we launched our Social Care teams, offering our customers a new and convenient support option. As such, we began to support and engage with our customers on twitter and Facebook. As we earned their trust through the provision of reliable support and information, customers began to adopt this new means of social support and the number of followers grew.

 

In 2013, in order to increase engagement on our social platforms, the scope of support provided in the Forums was expanded to include discussions on all consumer products and services. We also launched Rogers Idea Box, giving customers a voice to help direct change. Idea Box also served as an additional data collection point for customer insights.

 

Recognizing the need for better reporting capabilities for our social support, we began searching for a social tool that would enable better customer engagement and provide valuable insights through data collection and reporting. After researching a number of social engagement tools, we settled on Lithium Social Web (LSW) and in 2014, the Social Care team was transitioned to the LSW platform. The transition proved valuable; giving us access to more insightful reporting and new capabilities.

 

Benefits of a Total Community

 

A Lithium community and LSW are important to our social strategy of providing customers with convenience through self-serve. LSW enables seamless engagement with our customers, allowing us to respond to their support requests on Facebook/twitter via PM/DM or in public, while the community serves as a lasting source of relevant and helpful content.

 

In 2015, we began to optimize the Rogers and Fido Communities by leveraging insights from Lithium Social Intelligence (LSI). Our focus was set on content optimization, customer support and redesigning the Communities. We hired a team of temporary employees to review all posts to ensure accuracy and relevance of information, accepted or provided solutions and then created new content via posts, videos and blogs which aligned to contact centre top call driver results. We also hired additional permanent staff to provide direct on channel support to customers in the forums when our Super Users didn’t have the tools to assist.

 

An important next step in our Social strategy is the integration of our digital properties with the Social platforms we use to support customers. With the capability of the Lithium platform to integrate with our websites, we’ll be able to create seamless buy flows from community to website and helpful peer reviews from the communities on products housed on our website. We began the integration effort with a redesign of both communities to better align each community with its respective website and brand strategy. With Lithium’s support, we were able to successfully launch the redesigned Rogers Community Forums on March 31 and the redesigned Fido Community Forums on April 7.

 

The redesign and optimization aim at achieving the following:     

  • Deflect calls from our contact centers by increasing our resolution rate to best in class results of 40%
  • Leap frog the competition, increase and maintain our CHI score to best in class results of 750
  • Improve responsiveness to 3 hours

 

Our Total Community results

 

Today, both the Rogers and Fido Communities are staffed to support customers, and content is created daily, with blogs, posts, videos and live Rogers Ask an Expert events. We have communicated the change within the organization and externally to our customers, leveraging customer facing material like bill messages as well as IVR messaging and transactional email notifications. At this point, if your forum peers cannot assist, there is a Rogers or Fido moderator waiting to help. Today, with post launch resolution rates results at 40%, we can proudly say that the Rogers and Fido Communities are reliable sources of customer information and support.

 

As we continue with our approach and roadmap into Q2 of 2015, we are well on our way to building a better customer experience.

 

Rogers Performance Results:

 

 

Fido Performance Results:

 

Status:
2016 Lithy Submission

Lithys 2016: AmBank (M) Berhad - Marketing Champio...

By JaniceK

Lithys 2016: AmBank (M) Berhad - Marketing Champion

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-25-2016 12:33 PM - last edited on ‎05-03-2016 08:39 AM by Moderator Moderator

482.pngCompany: AmBank (M) Berhad

Entry submitted by:  Anna Ramly / Nurul Hana Mariana Muhammad (Assistant Manager)

Community: TRUE by AmBank – TRUE Community

Lithy category:  Marketing Champion

 

AmBank Group is one of Malaysia’s premier financial solutions Groups with 40 years of legacy in understanding Malaysian customers and provides a wide range of both conventional and Islamic financial products and services.

While AmBank Group continues to grow dynamically and gain recognition as Malaysia’s preferred financial solutions group, its strategic partnerships with key global players has paved the way for greater international connectivity. Complementing its strong reputation as a key financial solution provider in Malaysia, its partnerships with Australia and New Zealand Banking Group (ANZ), Insurance Australia Group (IAG) and MetLife Inc has brought new energy and value in how the Group conducts its business to better serve its markets. 

TRUE by AmBank, a solution designed for young professionals, is a new addition to the AmBank Group family and comprises not only of a TRUE Everyday Banking Kit (debit and credit card) but also the first bank in Malaysia to offer a digital community platform – TRUE Lab.

 

The TRUE by AmBank Story:

 

About two years ago, a group of young professionals sitting in an office in the city of vibrant Kuala Lumpur came up with an exciting concept to bring a fresh new perspective to banking.

 

The target market? Quite simply, young professionals. Thus came the creation of TRUE by AmBank, which was developed with the support of parent company AmBank (M) Berhad, one of the largest financial institutions in Malaysia, to attract an emerging and influential segment with strong purchasing power as well as abundance of ideas who’ll soon be shaping the future of the economy and the world.

 

The TRUE by AmBank brand consist of two concepts - The TRUE Everyday Banking Kit and TRUE Lab, Malaysia’s first digital, crowd-sourcing platform, designed to listen to the needs of young professionals (YPs) and banking customers nationwide.

 

Our unique promotion and goal

 

The TRUE Potential Campaign

As part of the introduction to TRUE Lab, we designed a campaign to leverage on the power of online community to empower and engage in conversations with our target segment – Young Professionals.

 

The campaign concept was developed from insights that many Young Professionals are not exploring their true potential to have a more fulfilled life – and this could mean being a better human being or perhaps even a change in career path.

 

The goal was to crowd source participant’s untapped potential and dreams while sparking conversations and steer the community to actively engage in dialogues on TRUE Lab.

 

The campaign utilized the Lithium platform for participants to submit their entries on the ideation page, share and invite their family and friends to vote.

 

Untitled7.png

 

Our tactics and strategy for promotion

 

We went to the streets of Kuala Lumpur and quizzed Young Professionals on their dreams, goals and ambitions, only to uncover that most professionals stop pursuing their TRUE potential because of the rat race or money.

 

To create awareness, we developed an ad campaign targeted to the online digital space: ie YouTube, Facebook, blogs, Google, LinkedIn, Nom Nom and featured prominent Malaysian bloggers to entice those dream seekers to join TRUE Lab and share their ideas with their family and friends and invite them to vote or kudo their submissions. The kudo function was a factor in our judging criteria as the most popular ideas were then curated into the semifinals of the judging process.

 

The strategy of this campaign was to encourage users to share their dreams and aspirations, with the aim to get users to be familiar with using their voice in the community for future crowd-sourcing initiatives.

 

Untitled8.png

 

Campaign Results

 

The marketing ringgit spent on Facebook PPLA, Facebook PPVA, YouTube pre-roll ads and Google Display Networks proved to be effective when there was traffic driven to TRUE Lab, which resulted in the increase of membership registration and participation of the campaign. From this campaign alone, we received:

  • 146,502 page views,
  • 80,852 visits,
  • 67,834 unique visitors,
  • 1,309 new members
  • 256 ideas and 1358 kudos
  • Facebook - 9,153,793 impressions
  • LinkedIn – 99,026 impressions
  • YouTube – 1,059,607 impressions, 232,448 views, 171,858 unique viewers
  • YouTube Masthead (Mobile) – 135,781 clicks, 7,115,162 clicks

 

Untitled9.png

 

Untitled10.pngUntitled11.png

 

 

YouTube Trueview Results over six-week period

 

Untitled12.png

 

Nom Nom Promoted Content (Blogs)

 

Impressions: 4,875,796

Clicks: 5,273

 

a.png

 

b.png

 

Key Learnings

  • People loved the videos! – Facebook PPVA (Page Post Video Ad) achieved higher results than PPLA (Page Post Link Ad) with larger audience engagement level
  • Mobile capability was essential to this campaign. Having a YouTube masthead for mobile helped increase clicks since it reached 2.8x more impressions than the desktop version.
  • Kudo function enabled us to use this as part of our judging criteria to analyse popularity of ideas
  • Having the ‘Share’ button in the Lithium platform allowed participants to share their submissions on social media, which helped bring more traffic into the website

 


482.pngCompany: AmBank (M) Berhad

Entry submitted by:  Anna Ramly / Nurul Hana Mariana Muhammad (Assistant Manager)

Community: TRUE by AmBank – TRUE Community

Lithy category:  Marketing Champion

 

AmBank Group is one of Malaysia’s premier financial solutions Groups with 40 years of legacy in understanding Malaysian customers and provides a wide range of both conventional and Islamic financial products and services.

While AmBank Group continues to grow dynamically and gain recognition as Malaysia’s preferred financial solutions group, its strategic partnerships with key global players has paved the way for greater international connectivity. Complementing its strong reputation as a key financial solution provider in Malaysia, its partnerships with Australia and New Zealand Banking Group (ANZ), Insurance Australia Group (IAG) and MetLife Inc has brought new energy and value in how the Group conducts its business to better serve its markets. 

TRUE by AmBank, a solution designed for young professionals, is a new addition to the AmBank Group family and comprises not only of a TRUE Everyday Banking Kit (debit and credit card) but also the first bank in Malaysia to offer a digital community platform – TRUE Lab.

 

The TRUE by AmBank Story:

 

About two years ago, a group of young professionals sitting in an office in the city of vibrant Kuala Lumpur came up with an exciting concept to bring a fresh new perspective to banking.

 

The target market? Quite simply, young professionals. Thus came the creation of TRUE by AmBank, which was developed with the support of parent company AmBank (M) Berhad, one of the largest financial institutions in Malaysia, to attract an emerging and influential segment with strong purchasing power as well as abundance of ideas who’ll soon be shaping the future of the economy and the world.

 

The TRUE by AmBank brand consist of two concepts - The TRUE Everyday Banking Kit and TRUE Lab, Malaysia’s first digital, crowd-sourcing platform, designed to listen to the needs of young professionals (YPs) and banking customers nationwide.

 

Our unique promotion and goal

 

The TRUE Potential Campaign

As part of the introduction to TRUE Lab, we designed a campaign to leverage on the power of online community to empower and engage in conversations with our target segment – Young Professionals.

 

The campaign concept was developed from insights that many Young Professionals are not exploring their true potential to have a more fulfilled life – and this could mean being a better human being or perhaps even a change in career path.

 

The goal was to crowd source participant’s untapped potential and dreams while sparking conversations and steer the community to actively engage in dialogues on TRUE Lab.

 

The campaign utilized the Lithium platform for participants to submit their entries on the ideation page, share and invite their family and friends to vote.

 

Untitled7.png

 

Our tactics and strategy for promotion

 

We went to the streets of Kuala Lumpur and quizzed Young Professionals on their dreams, goals and ambitions, only to uncover that most professionals stop pursuing their TRUE potential because of the rat race or money.

 

To create awareness, we developed an ad campaign targeted to the online digital space: ie YouTube, Facebook, blogs, Google, LinkedIn, Nom Nom and featured prominent Malaysian bloggers to entice those dream seekers to join TRUE Lab and share their ideas with their family and friends and invite them to vote or kudo their submissions. The kudo function was a factor in our judging criteria as the most popular ideas were then curated into the semifinals of the judging process.

 

The strategy of this campaign was to encourage users to share their dreams and aspirations, with the aim to get users to be familiar with using their voice in the community for future crowd-sourcing initiatives.

 

Untitled8.png

 

Campaign Results

 

The marketing ringgit spent on Facebook PPLA, Facebook PPVA, YouTube pre-roll ads and Google Display Networks proved to be effective when there was traffic driven to TRUE Lab, which resulted in the increase of membership registration and participation of the campaign. From this campaign alone, we received:

  • 146,502 page views,
  • 80,852 visits,
  • 67,834 unique visitors,
  • 1,309 new members
  • 256 ideas and 1358 kudos
  • Facebook - 9,153,793 impressions
  • LinkedIn – 99,026 impressions
  • YouTube – 1,059,607 impressions, 232,448 views, 171,858 unique viewers
  • YouTube Masthead (Mobile) – 135,781 clicks, 7,115,162 clicks

 

Untitled9.png

 

Untitled10.pngUntitled11.png

 

 

YouTube Trueview Results over six-week period

 

Untitled12.png

 

Nom Nom Promoted Content (Blogs)

 

Impressions: 4,875,796

Clicks: 5,273

 

a.png

 

b.png

 

Key Learnings

  • People loved the videos! – Facebook PPVA (Page Post Video Ad) achieved higher results than PPLA (Page Post Link Ad) with larger audience engagement level
  • Mobile capability was essential to this campaign. Having a YouTube masthead for mobile helped increase clicks since it reached 2.8x more impressions than the desktop version.
  • Kudo function enabled us to use this as part of our judging criteria to analyse popularity of ideas
  • Having the ‘Share’ button in the Lithium platform allowed participants to share their submissions on social media, which helped bring more traffic into the website

 

Status:
2014 Lithy Submission

2014 Lithys: Cisco - Lithium Platform Innovator

By JaniceK

2014 Lithys: Cisco - Lithium Platform Innovator

Status: 2014 Lithy Submission
by Lithium Technologies JaniceK ‎04-22-2014 03:09 PM - last edited on ‎04-28-2014 08:51 AM by Community Administrator Community Administrator

Company: Cisco 

Entry submitted by: Becky Scott (lolagoetz) Sr. Project Manager

Community: Tech Zone (techzone.cisco.com), internal community

Lithy category: Lithium Platform Innovator

 

 

Our group was able to leverage Lithium's capabilities to enhance the influence of Cisco's Technical Assistance Center (TAC) Engineers, enabling them to easily capture knowledge created through collaboration and share it directly with Cisco customers.  We implemented more than 80 custom components in Lithium to deliver a solution called Tech Zone to the TAC organization that is optimized for their needs and fits within their standard workflow. We utilized Lithium's REST APIs to create an externalization channel to migrate the most useful articles from Tech Zone to Cisco.com.  Moreover, we extended our platform to enable our partners to collaborate with us on joint customer opportunities and challenges, and to retain these interactions as part of corporate memory.

 

The business impact for Cisco's TAC grew significantly in 2013 due to increasing participation driven by further integration of the Lithium platform within the existing workflow, mobile access, and content externalization.  Articles published on Cisco.com that resulted from collaboration within Tech Zone received 1.7 million views and saved Cisco nearly $10M due to case avoidance from February 2013 through January 2014.  The rate of cost savings due to external articles has grown significantly each quarter, and this trend is projected to continue.  For example, the quarterly cost savings increased by 48% over the last two fiscal quarters.

 

The Cisco Technical Assistance Center (TAC) is staffed by over 3,000 engineers; this team spans 20 TAC facilities worldwide, bringing support to Cisco customers in over 180 countries and in 17 different languages.  Cisco's TAC, enhanced by Lithium's capabilities, continues to change the way engineers think about collaboration with robust, organic Social Knowledge Management Environments.  Powered by Cisco’s Intellectual Capital Transformation group (ICT), Tech Zone has become a preferred channel for these engineers to collaborate, share and publish valuable content directly to customers via the web or mobile applications.  Since its launch over two years ago, Tech Zone has transformed not only the way TAC manages their intellectual capital but how Cisco communicates, collaborates, and serves partners and customers.  In addition, Tech Zone influences other engineering and consulting business units inside Cisco seeking similar benefits from Social Knowledge Management Environments.

          

Since its origins, Tech Zone has been pushing the boundaries of what a Social Knowledge Management Environment (SKME) is and what it can become. In addition to Lithium out of the box capabilities, we have enhanced the collaboration experience of the engineers with features such as:

  •        Raise Hand Subscription

The "raise hand" feature allows users to draw attention to a discussion in progress in order to ask for additional help. This feature was enhanced by allowing users to subscribe to raised hand events, enabling community experts to be easily notified when other engineers need assistance.

 

 

You can enable this subscription under your My Settings > Notification Settings

 

 

  •        Solution Buddy

Solution Buddy powers the reuse of the Tech Zone content by automatically surfacing relevant content directly within the salesforce.com interface that will assist the engineer in solving the customer issue quickly without the need to search or leave the salesforce.com interface.

 

 

  •        Externalization Workflow

Leveraging Lithium REST APIs, we created a path from within Tech Zone to externalize valuable content to our corporate website at Cisco.com. In addition to powering the externalization channel, we created a publishing lifecycle widget that lets engineers know the state of articles within the externalization pipeline:

 

 

  •        Collaborative Review for External Publication

To reduce redundant efforts to externally publish the same article, engineers can now see and join other engineers that are preparing an article. If no engineers are working on the same article, the default option is 'Initiate External Publication'. However, if engineers are already working on the document, others may 'Join'. Engineers may 'Unjoin' at any time, and if the engineer is the last to 'Unjoin',  the available option is 'Cancel External Process'.

 

 

Example actions for collaborating on external publication of documents

  •        Related Content

One of the key missions of Tech Zone is promoting content reuse. Instead of reinventing the wheel, we want to ensure engineers are consuming and leveraging already existing content, and adding to it as appropriate. With this in mind, we developed a widget that returns articles and posts containing content similar to the one being viewed (especially content related to the linked case in salesforce.com).

 

 

  •        Empower External Publication of Naturally Captured Content

Discussions that have accepted solutions will trigger the button "Share it for External Publication". This button triggers the Lithium feature "Start Article" from a discussion.

 

  •        Me Too Integration with Case Linkages

We enhanced the Lithium "Me Too" feature by triggering a pop-up to capture the case number in which the engineer is facing the same issue as described in the thread.

  •        Label Widget

We implemented a widget to highlight the labels assigned to the article being viewed. If the engineer clicks any of these labels, a list of all articles containing that label is presented.

 

 

  •        Injecting Content Impact into Federated Search Results

Results from our enterprise search engine now take into consideration the Content Quality Factor (CQF), which means the most valuable and useful content will be presented at the top of the search results. In addition, discussion threads with posts marked as Accepted Solutions will also appear at the top of the results. 

 

Tech Zone's success is the result of three main components:

 

End-to-End Content Creation and Consumption: Collaborations between TAC engineers often contain large amounts of information spread out over multiple emails, messages, and tools. Tech Zone is able to act as an environment that captures and compiles these chunks of information into cohesive articles that can be cataloged and later referenced by engineers experiencing similar problems. The most helpful articles are published outside Cisco where they can be directly consumed by customers either on the corporate website or via the Cisco mobile application.

 

Fully Integrated Workflow: Tech Zone takes collaboration to the next level by not only providing an environment for TAC engineers to work together, but also integrates within the existing TAC workflow.  The Solution Buddy application binds Tech Zone with the TAC engineer case handling tool, MyWorkZone (Salesforce.com), to surface relevant Tech Zone content for assisting engineers in solving open customer issues.

 

Solution Buddy video: https://www.youtube.com/watch?v=-eyhbWZ4L3s

 

Reputation and Gamification: Gamification is leveraged to drive user engagement and innovation. Tech Zone recently launched a competition called "Knowledge Champions League" to empower engineers and drive the creation of valuable content in their respective technology spaces by teaming them up with similar engineers from different countries. Winners will be able to travel around the world to meet their colleagues.

 

Another successful gamification initiative was the “Best Greasemonkey Widget Contest,” for which engineers competed to create widgets that could enhance the Tech Zone user experience. Over 300 engineers submitted unique widgets and several were selected by the engineers to be implemented directly into Tech Zone.

 

1) Value

Tech Zone initially focused on creating an internal repository for content that TAC engineers could leverage to collaborate, improve, and reuse to better solve customers’ cases. The next step was to share this content with Cisco's customers by externalizing TAC-authored content from Tech Zone to the Cisco website. These externalized articles have saved Cisco a total of nearly $10 million from February 2013 to January 2014.

 

2) Participation

Participation in Tech Zone has skyrocketed since its launch. Tech Zone's user base has increased by 103% since 2012 to more than 26,500 registered users and content has grown by 145% to more than 23,300 TAC-authored articles. Although Tech Zone initially targeted TAC engineers, the user base has grown exponentially; so much so that the original TAC engineers represent only 21.6% of the population of Tech Zone.

 

 

Feedback from TAC engineers: 

 

"Tech Zone has given a lot to TAC newbies like me and I sure would want to give back in whatever way I can!"

- Vinay Raichur, Voice TAC Engineer from India

 

 “This is an excellent website, I didn't know this existed until a couple days ago. The reason I like Tech Zone is the contributors are doing a fantastic job explaining concepts in simple and easy to understand language. I myself was able to understand quite a few concepts.”

- Rahul Munot, Sales Engineer from US

 

Tech Zone has successfully created a model for dynamic corporate memory, displaying how knowledge can be leveraged, not only internally, but externally across Cisco as well. So well, in fact, that other organizations within Cisco and Cisco partners have requested Social Knowledge Management Environments similar to Tech Zone.

 

3) Mobility

Starting December 2013, content from Tech Zone has been included in the new Mobile application (Cisco Technical Support), available for both iOS and Android. Since then, there have been almost 18,000 application downloads, and TAC authored articles from Tech Zone have received a total of almost 12,000 mobile views. The addition of these documents to the Cisco Technical Support mobile app has been well received by the Tech Zone community.

 

Feedback from customers:

 

"[Tech Zone Docs] are the publicly available documents that TAC has written to recommended best practices or address common customer issues, and many of them are pure gold! …Priceless"

Review by Ethan Banks, Network Architect, Chase Paymentech Solutions, Co- Host of Packet Pushers

 


Company: Cisco 

Entry submitted by: Becky Scott (lolagoetz) Sr. Project Manager

Community: Tech Zone (techzone.cisco.com), internal community

Lithy category: Lithium Platform Innovator

 

 

Our group was able to leverage Lithium's capabilities to enhance the influence of Cisco's Technical Assistance Center (TAC) Engineers, enabling them to easily capture knowledge created through collaboration and share it directly with Cisco customers.  We implemented more than 80 custom components in Lithium to deliver a solution called Tech Zone to the TAC organization that is optimized for their needs and fits within their standard workflow. We utilized Lithium's REST APIs to create an externalization channel to migrate the most useful articles from Tech Zone to Cisco.com.  Moreover, we extended our platform to enable our partners to collaborate with us on joint customer opportunities and challenges, and to retain these interactions as part of corporate memory.

 

The business impact for Cisco's TAC grew significantly in 2013 due to increasing participation driven by further integration of the Lithium platform within the existing workflow, mobile access, and content externalization.  Articles published on Cisco.com that resulted from collaboration within Tech Zone received 1.7 million views and saved Cisco nearly $10M due to case avoidance from February 2013 through January 2014.  The rate of cost savings due to external articles has grown significantly each quarter, and this trend is projected to continue.  For example, the quarterly cost savings increased by 48% over the last two fiscal quarters.

 

The Cisco Technical Assistance Center (TAC) is staffed by over 3,000 engineers; this team spans 20 TAC facilities worldwide, bringing support to Cisco customers in over 180 countries and in 17 different languages.  Cisco's TAC, enhanced by Lithium's capabilities, continues to change the way engineers think about collaboration with robust, organic Social Knowledge Management Environments.  Powered by Cisco’s Intellectual Capital Transformation group (ICT), Tech Zone has become a preferred channel for these engineers to collaborate, share and publish valuable content directly to customers via the web or mobile applications.  Since its launch over two years ago, Tech Zone has transformed not only the way TAC manages their intellectual capital but how Cisco communicates, collaborates, and serves partners and customers.  In addition, Tech Zone influences other engineering and consulting business units inside Cisco seeking similar benefits from Social Knowledge Management Environments.

          

Since its origins, Tech Zone has been pushing the boundaries of what a Social Knowledge Management Environment (SKME) is and what it can become. In addition to Lithium out of the box capabilities, we have enhanced the collaboration experience of the engineers with features such as:

  •        Raise Hand Subscription

The "raise hand" feature allows users to draw attention to a discussion in progress in order to ask for additional help. This feature was enhanced by allowing users to subscribe to raised hand events, enabling community experts to be easily notified when other engineers need assistance.

 

 

You can enable this subscription under your My Settings > Notification Settings

 

 

  •        Solution Buddy

Solution Buddy powers the reuse of the Tech Zone content by automatically surfacing relevant content directly within the salesforce.com interface that will assist the engineer in solving the customer issue quickly without the need to search or leave the salesforce.com interface.

 

 

  •        Externalization Workflow

Leveraging Lithium REST APIs, we created a path from within Tech Zone to externalize valuable content to our corporate website at Cisco.com. In addition to powering the externalization channel, we created a publishing lifecycle widget that lets engineers know the state of articles within the externalization pipeline:

 

 

  •        Collaborative Review for External Publication

To reduce redundant efforts to externally publish the same article, engineers can now see and join other engineers that are preparing an article. If no engineers are working on the same article, the default option is 'Initiate External Publication'. However, if engineers are already working on the document, others may 'Join'. Engineers may 'Unjoin' at any time, and if the engineer is the last to 'Unjoin',  the available option is 'Cancel External Process'.

 

 

Example actions for collaborating on external publication of documents

  •        Related Content

One of the key missions of Tech Zone is promoting content reuse. Instead of reinventing the wheel, we want to ensure engineers are consuming and leveraging already existing content, and adding to it as appropriate. With this in mind, we developed a widget that returns articles and posts containing content similar to the one being viewed (especially content related to the linked case in salesforce.com).

 

 

  •        Empower External Publication of Naturally Captured Content

Discussions that have accepted solutions will trigger the button "Share it for External Publication". This button triggers the Lithium feature "Start Article" from a discussion.

 

  •        Me Too Integration with Case Linkages

We enhanced the Lithium "Me Too" feature by triggering a pop-up to capture the case number in which the engineer is facing the same issue as described in the thread.

  •        Label Widget

We implemented a widget to highlight the labels assigned to the article being viewed. If the engineer clicks any of these labels, a list of all articles containing that label is presented.

 

 

  •        Injecting Content Impact into Federated Search Results

Results from our enterprise search engine now take into consideration the Content Quality Factor (CQF), which means the most valuable and useful content will be presented at the top of the search results. In addition, discussion threads with posts marked as Accepted Solutions will also appear at the top of the results. 

 

Tech Zone's success is the result of three main components:

 

End-to-End Content Creation and Consumption: Collaborations between TAC engineers often contain large amounts of information spread out over multiple emails, messages, and tools. Tech Zone is able to act as an environment that captures and compiles these chunks of information into cohesive articles that can be cataloged and later referenced by engineers experiencing similar problems. The most helpful articles are published outside Cisco where they can be directly consumed by customers either on the corporate website or via the Cisco mobile application.

 

Fully Integrated Workflow: Tech Zone takes collaboration to the next level by not only providing an environment for TAC engineers to work together, but also integrates within the existing TAC workflow.  The Solution Buddy application binds Tech Zone with the TAC engineer case handling tool, MyWorkZone (Salesforce.com), to surface relevant Tech Zone content for assisting engineers in solving open customer issues.

 

Solution Buddy video: https://www.youtube.com/watch?v=-eyhbWZ4L3s

 

Reputation and Gamification: Gamification is leveraged to drive user engagement and innovation. Tech Zone recently launched a competition called "Knowledge Champions League" to empower engineers and drive the creation of valuable content in their respective technology spaces by teaming them up with similar engineers from different countries. Winners will be able to travel around the world to meet their colleagues.

 

Another successful gamification initiative was the “Best Greasemonkey Widget Contest,” for which engineers competed to create widgets that could enhance the Tech Zone user experience. Over 300 engineers submitted unique widgets and several were selected by the engineers to be implemented directly into Tech Zone.

 

1) Value

Tech Zone initially focused on creating an internal repository for content that TAC engineers could leverage to collaborate, improve, and reuse to better solve customers’ cases. The next step was to share this content with Cisco's customers by externalizing TAC-authored content from Tech Zone to the Cisco website. These externalized articles have saved Cisco a total of nearly $10 million from February 2013 to January 2014.

 

2) Participation

Participation in Tech Zone has skyrocketed since its launch. Tech Zone's user base has increased by 103% since 2012 to more than 26,500 registered users and content has grown by 145% to more than 23,300 TAC-authored articles. Although Tech Zone initially targeted TAC engineers, the user base has grown exponentially; so much so that the original TAC engineers represent only 21.6% of the population of Tech Zone.

 

 

Feedback from TAC engineers: 

 

"Tech Zone has given a lot to TAC newbies like me and I sure would want to give back in whatever way I can!"

- Vinay Raichur, Voice TAC Engineer from India

 

 “This is an excellent website, I didn't know this existed until a couple days ago. The reason I like Tech Zone is the contributors are doing a fantastic job explaining concepts in simple and easy to understand language. I myself was able to understand quite a few concepts.”

- Rahul Munot, Sales Engineer from US

 

Tech Zone has successfully created a model for dynamic corporate memory, displaying how knowledge can be leveraged, not only internally, but externally across Cisco as well. So well, in fact, that other organizations within Cisco and Cisco partners have requested Social Knowledge Management Environments similar to Tech Zone.

 

3) Mobility

Starting December 2013, content from Tech Zone has been included in the new Mobile application (Cisco Technical Support), available for both iOS and Android. Since then, there have been almost 18,000 application downloads, and TAC authored articles from Tech Zone have received a total of almost 12,000 mobile views. The addition of these documents to the Cisco Technical Support mobile app has been well received by the Tech Zone community.

 

Feedback from customers:

 

"[Tech Zone Docs] are the publicly available documents that TAC has written to recommended best practices or address common customer issues, and many of them are pure gold! …Priceless"

Review by Ethan Banks, Network Architect, Chase Paymentech Solutions, Co- Host of Packet Pushers

 

Status:
2016 Lithy Finalist

Lithys 2016: Fitbit - Total Community All Star

By JaniceK

Lithys 2016: Fitbit - Total Community All Star

Status: 2016 Lithy Finalist
by Lithium Technologies JaniceK ‎04-28-2016 01:14 AM - edited ‎05-05-2016 03:23 PM

Fitbit_logo_RGB.jpgCompany: Fitbit, Inc.

Contact: Allison Leahy (Director of Community)

Community: Fitbit Community

Lithy category:  Total Community All Star

 

Fitbit helps people lead healthier, more active lives by empowering them with data, inspiration and guidance to reach their goals. As the leader in connected health and fitness, Fitbit designs products and experiences that track everyday health and fitness.

 

Our road to Lithium

 

Fitbit helps people lead healthier, more active lives by empowering them with data, inspiration and guidance to reach their goals. As the leader in connected health and fitness, Fitbit designs products and experiences that track everyday health and fitness. Our community connects millions of Fitbit users around the world so they can support one another in achieving their wellness goals.

 

In the past few years, Fitbit has had a number of exciting opportunities to connect with its customers. Following a successful Lithium Community launch in late 2013, we stepped up our social media game by bringing LSW into the mix and integrating the toolset with our forums and CRM system.

 

LSW’s polished visual interface, customizable workspaces, and flexible backend settings have increased our productivity and allow us to quickly support our customers. LSW has also been one of the most intuitive and enjoyable platforms for us to use! Community Specialists leverage the advanced tagging and routing capabilities to surface emerging support issues, which helps us more quickly get our customers back on track.

 

Email Advocates benefit from the CRM integration, which equips them to handle escalations that come through our social channels, and offers a more complete view of each customer’s journey. Our management and partner teams appreciate the Mobile Shared Dashboards and extensible Smart View-based Analytics, and our BI team has made an easy time of report building with the APIs.

 

Before embarking on this journey with Lithium, we recognized that true community support involves listening and engaging with customers on their platform and medium of choice. Providing responses solely within a 9-5 workday left some customers waiting most of a day to hear back from us, which is a veritable eternity on social media. By using LSW to coordinate multiple teams around the globe, we are now able to provide stellar 24-hour support across our customers’ preferred channels. Growing our teams globally has given us the flexibility and bandwidth to continuously add new regional pages and channels, expanding the footprint of Fitbit’s social support brand.

 

Fitbit now engages millions of customers each month across its global Community Forums and an ever-increasing variety of social media channels. We are better positioned than ever before to continue growing Fitbit’s support presence and championing the voice of our customers.

 

The benefits of having both a community and LSW

 

Fitbit’s customer support strategy has always centered around delivery of clear help instructions. Our Community and LSW platforms contribute significantly toward providing our customers the help they need, when they need it.

 

The most architecturally complex example of our Community and LSW platform integration is our handling of product retailer and mobile app reviews. We are able to get visibility into 16 unique review channels across a variety of retail websites, as well as the Apple, Google, and Microsoft mobile app stores. Reviews from these sites automatically route to a Community board, where they appear as new topics organized by review ranking. LSW monitors our Community, collecting this content into a queue where our team of trained advocates responds to customer concerns and support opportunities. Their replies in LSW are posted to Community threads, where content is relayed via API to the review sites. While this may (accurately) sound like an elaborate construction of workflows, the end result is a familiar and straightforward process for our team and attentive support for customers who aren’t yet fully enjoying their Fitbit tracker.

 

Untitled82.png

 

Perhaps the most high-profile benefit of integration is LSW’s ability to intelligently escalate conversations based on key topical phrases, profile attributes like follower count, or past interaction with our team. This escalation ensures our ability to identify and resolve the highest priority conversations within a target of 30 minutes (and often more quickly than that). Since every Community post is routed through LSW, we’re able to provide this vigilant prioritization to all conversations.

 

Integrations contribute to our powerful listening capabilities. We’re able to support Fitbit marketing initiatives by providing keyword analytics and extracting crucial content into triage queues, so that we can respond without slowing productivity on other channels. We watch other non-traditional channels like Reddit to remain aware of brand-related conversations across their communities and providing us with a holistic view of the customer experience.

 

Our results

 

Our social tools enabled the Fitbit team to listen, evaluate, and apply our business rules to prioritize engagement for over 21,000 community posts, 27,500 tweets, 8,000 Facebook posts, 1,300 Instagram posts, and 3,000 consumer reviews across eight languages every week. Since these tools were implemented in May of 2015, we’ve added social media channels to our support contact page and are successfully handling about 150x the contact volume that we saw three years ago.

 

Untitled83.png

 

The flexibility of the rules engine greatly increased our ability to maneuver media blitzes, giving us the ability to respond to the most critical social conversations while we deliver unique customer insights back to the business. In the exciting time surrounding major product releases, our content and sentiment analysis contribute to our launch-related health reports.

 

While case deflection is the showstopper, we have defined 25 Community KPIs around growth, engagement, membership, and content, as well as three KPIs for social, including TAR, in-channel resolutions, and response rates.

 

The graph below illustrates community case deflections based on the Technology Services Industry Association (TSIA) Support Deflection Value model and our own survey data. The inflection point in November 2015 is a result of removing the login requirement and opening our community forums up to the public and to search. Today, nearly 70% of our traffic is organic, and we’re better able to meet the needs of our fast growing community by delivering effective content faster.

 

Untitled84.png

 

In addition to the KPIs above, we also illustrate  the diverse value of community through less traditional means. For example, members of the Community Team are involved in pulling together deep analysis on critical issues and themes for our product marketing, firmware, design, and other partner teams. We deliver uniquely tailored reports to make sense of customer input and raw support data, often unveiling insights unavailable before our integration with the LSW toolset . This ever-growing stack of virtual reports is one of our clearest value statements within the business.

 

We take pride in knowing that our unique vantage point, disciplined team structure, and versatility of subject matter make the Community Team a go-to resource for decision makers and leaders across the company as we continue to help them make informed decisions about our products.


Fitbit_logo_RGB.jpgCompany: Fitbit, Inc.

Contact: Allison Leahy (Director of Community)

Community: Fitbit Community

Lithy category:  Total Community All Star

 

Fitbit helps people lead healthier, more active lives by empowering them with data, inspiration and guidance to reach their goals. As the leader in connected health and fitness, Fitbit designs products and experiences that track everyday health and fitness.

 

Our road to Lithium

 

Fitbit helps people lead healthier, more active lives by empowering them with data, inspiration and guidance to reach their goals. As the leader in connected health and fitness, Fitbit designs products and experiences that track everyday health and fitness. Our community connects millions of Fitbit users around the world so they can support one another in achieving their wellness goals.

 

In the past few years, Fitbit has had a number of exciting opportunities to connect with its customers. Following a successful Lithium Community launch in late 2013, we stepped up our social media game by bringing LSW into the mix and integrating the toolset with our forums and CRM system.

 

LSW’s polished visual interface, customizable workspaces, and flexible backend settings have increased our productivity and allow us to quickly support our customers. LSW has also been one of the most intuitive and enjoyable platforms for us to use! Community Specialists leverage the advanced tagging and routing capabilities to surface emerging support issues, which helps us more quickly get our customers back on track.

 

Email Advocates benefit from the CRM integration, which equips them to handle escalations that come through our social channels, and offers a more complete view of each customer’s journey. Our management and partner teams appreciate the Mobile Shared Dashboards and extensible Smart View-based Analytics, and our BI team has made an easy time of report building with the APIs.

 

Before embarking on this journey with Lithium, we recognized that true community support involves listening and engaging with customers on their platform and medium of choice. Providing responses solely within a 9-5 workday left some customers waiting most of a day to hear back from us, which is a veritable eternity on social media. By using LSW to coordinate multiple teams around the globe, we are now able to provide stellar 24-hour support across our customers’ preferred channels. Growing our teams globally has given us the flexibility and bandwidth to continuously add new regional pages and channels, expanding the footprint of Fitbit’s social support brand.

 

Fitbit now engages millions of customers each month across its global Community Forums and an ever-increasing variety of social media channels. We are better positioned than ever before to continue growing Fitbit’s support presence and championing the voice of our customers.

 

The benefits of having both a community and LSW

 

Fitbit’s customer support strategy has always centered around delivery of clear help instructions. Our Community and LSW platforms contribute significantly toward providing our customers the help they need, when they need it.

 

The most architecturally complex example of our Community and LSW platform integration is our handling of product retailer and mobile app reviews. We are able to get visibility into 16 unique review channels across a variety of retail websites, as well as the Apple, Google, and Microsoft mobile app stores. Reviews from these sites automatically route to a Community board, where they appear as new topics organized by review ranking. LSW monitors our Community, collecting this content into a queue where our team of trained advocates responds to customer concerns and support opportunities. Their replies in LSW are posted to Community threads, where content is relayed via API to the review sites. While this may (accurately) sound like an elaborate construction of workflows, the end result is a familiar and straightforward process for our team and attentive support for customers who aren’t yet fully enjoying their Fitbit tracker.

 

Untitled82.png

 

Perhaps the most high-profile benefit of integration is LSW’s ability to intelligently escalate conversations based on key topical phrases, profile attributes like follower count, or past interaction with our team. This escalation ensures our ability to identify and resolve the highest priority conversations within a target of 30 minutes (and often more quickly than that). Since every Community post is routed through LSW, we’re able to provide this vigilant prioritization to all conversations.

 

Integrations contribute to our powerful listening capabilities. We’re able to support Fitbit marketing initiatives by providing keyword analytics and extracting crucial content into triage queues, so that we can respond without slowing productivity on other channels. We watch other non-traditional channels like Reddit to remain aware of brand-related conversations across their communities and providing us with a holistic view of the customer experience.

 

Our results

 

Our social tools enabled the Fitbit team to listen, evaluate, and apply our business rules to prioritize engagement for over 21,000 community posts, 27,500 tweets, 8,000 Facebook posts, 1,300 Instagram posts, and 3,000 consumer reviews across eight languages every week. Since these tools were implemented in May of 2015, we’ve added social media channels to our support contact page and are successfully handling about 150x the contact volume that we saw three years ago.

 

Untitled83.png

 

The flexibility of the rules engine greatly increased our ability to maneuver media blitzes, giving us the ability to respond to the most critical social conversations while we deliver unique customer insights back to the business. In the exciting time surrounding major product releases, our content and sentiment analysis contribute to our launch-related health reports.

 

While case deflection is the showstopper, we have defined 25 Community KPIs around growth, engagement, membership, and content, as well as three KPIs for social, including TAR, in-channel resolutions, and response rates.

 

The graph below illustrates community case deflections based on the Technology Services Industry Association (TSIA) Support Deflection Value model and our own survey data. The inflection point in November 2015 is a result of removing the login requirement and opening our community forums up to the public and to search. Today, nearly 70% of our traffic is organic, and we’re better able to meet the needs of our fast growing community by delivering effective content faster.

 

Untitled84.png

 

In addition to the KPIs above, we also illustrate  the diverse value of community through less traditional means. For example, members of the Community Team are involved in pulling together deep analysis on critical issues and themes for our product marketing, firmware, design, and other partner teams. We deliver uniquely tailored reports to make sense of customer input and raw support data, often unveiling insights unavailable before our integration with the LSW toolset . This ever-growing stack of virtual reports is one of our clearest value statements within the business.

 

We take pride in knowing that our unique vantage point, disciplined team structure, and versatility of subject matter make the Community Team a go-to resource for decision makers and leaders across the company as we continue to help them make informed decisions about our products.

Status:
2013 Lithy Submission

Lithys 2013: Barclaycard - Best Community Technica...

By DeniseJ

Company: Barclaycard US

Entry submitted by: Jared Young (jaredyoung) Sr. Director, Consumer Markets

Community: Barclaycard Ring (www.barclaycardring.com)

Lithy category: Best Community Technical Implementation

___________________________________________________________________

 

Barclaycard Ring’s innovative online community is a seamless customer experience that integrates five distinct entities (Lithium, Barclaycard, Epsilon, Curata and Survey Gizmo) using service calls, APIs, SSO integration, daily batch files and other methods. For the first time in the financial services industry, a customer can service their account and seamlessly engage in community activities ranging from reading blogs or 3rd party articles, commenting on discussion threads, earning badges, donating to charity, voting on product features and looking at the bank’s financial stats. A complex set of technical interactions were developed with the vision of a seamless and rich customer experience and Barclaycard Ring fully delivers on that promise.

 

Seamless Customer Experience

Lithium community is seamlessly integrated with Barclaycard servicing site so customers can service their accounts and interact with the community.

 

Your performance “ring” is built using a custom javascript library that selects from a finite set of images based on a customer’s progress.

 

Community Financials

Financial metrics are systematically sent from Barclaycard data warehouse to Lithium.  The site uses the values to product the graphical displays.

 

3rd party content is displayed using the Curata API to retrieve the title, content and URL of “tagged” articles.  Moderation tools developed for Lithium backend are used to support the display of articles.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Gamification

The ultimate in credit card gamification:

Servicing & Community metrics are evaluated in near real-time to build the 4 color sections of the ring.  A combination of community activity, SSO attributes and daily batch file data are utilized to build the ring.

 

Product Behavior Badges - A daily batch file from Barclaycard is provided to Lithium to activate or deactivate certain badges.

 

 

Refer a Friend

Refer a Friend is a module that is presented through the site to encourage customers to share Barclaycard Ring with their friends.  A unique refID is created for track referral applications along with driving the recruiter and campaign manager badges. Barclaycard servicing site is called for the referral ID. If an email is entered then a 3rd party vendor Epsilon deploys the invite.

 

Polling

Community members VOTE on product features. Polls integrate with Survey Gizmo so that each individual’s vote is tracked and survey results are captured using Survey Gizmo API.

 

 

Integration with Card Servicing

On the card’s servicing page, there is a seamless integration to the community and the main features of the community, including Blog, Financial Stats, Discussions, Refer A Friend and Profile links are presented on this page using the Lithium API.

 

Profit Sharing

Barclaycard Ring shares its profits with members.  Customers see the amount of profit share they’ve received on their personal page. A Barclaycard service is calledto present the exact financial amount.  Customers use the sliding scale to donate their profit share portion to a charity they have selected and the same service is calledto capture the customer’s donation.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Promotional Site

BarclaycardRing.com is a public facing site that is part of the same community instanceas the private community, allowing customers to see the benefits of the Barclaycard Ring community as they consider applying for the card.

 


Company: Barclaycard US

Entry submitted by: Jared Young (jaredyoung) Sr. Director, Consumer Markets

Community: Barclaycard Ring (www.barclaycardring.com)

Lithy category: Best Community Technical Implementation

___________________________________________________________________

 

Barclaycard Ring’s innovative online community is a seamless customer experience that integrates five distinct entities (Lithium, Barclaycard, Epsilon, Curata and Survey Gizmo) using service calls, APIs, SSO integration, daily batch files and other methods. For the first time in the financial services industry, a customer can service their account and seamlessly engage in community activities ranging from reading blogs or 3rd party articles, commenting on discussion threads, earning badges, donating to charity, voting on product features and looking at the bank’s financial stats. A complex set of technical interactions were developed with the vision of a seamless and rich customer experience and Barclaycard Ring fully delivers on that promise.

 

Seamless Customer Experience

Lithium community is seamlessly integrated with Barclaycard servicing site so customers can service their accounts and interact with the community.

 

Your performance “ring” is built using a custom javascript library that selects from a finite set of images based on a customer’s progress.

 

Community Financials

Financial metrics are systematically sent from Barclaycard data warehouse to Lithium.  The site uses the values to product the graphical displays.

 

3rd party content is displayed using the Curata API to retrieve the title, content and URL of “tagged” articles.  Moderation tools developed for Lithium backend are used to support the display of articles.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Gamification

The ultimate in credit card gamification:

Servicing & Community metrics are evaluated in near real-time to build the 4 color sections of the ring.  A combination of community activity, SSO attributes and daily batch file data are utilized to build the ring.

 

Product Behavior Badges - A daily batch file from Barclaycard is provided to Lithium to activate or deactivate certain badges.

 

 

Refer a Friend

Refer a Friend is a module that is presented through the site to encourage customers to share Barclaycard Ring with their friends.  A unique refID is created for track referral applications along with driving the recruiter and campaign manager badges. Barclaycard servicing site is called for the referral ID. If an email is entered then a 3rd party vendor Epsilon deploys the invite.

 

Polling

Community members VOTE on product features. Polls integrate with Survey Gizmo so that each individual’s vote is tracked and survey results are captured using Survey Gizmo API.

 

 

Integration with Card Servicing

On the card’s servicing page, there is a seamless integration to the community and the main features of the community, including Blog, Financial Stats, Discussions, Refer A Friend and Profile links are presented on this page using the Lithium API.

 

Profit Sharing

Barclaycard Ring shares its profits with members.  Customers see the amount of profit share they’ve received on their personal page. A Barclaycard service is calledto present the exact financial amount.  Customers use the sliding scale to donate their profit share portion to a charity they have selected and the same service is calledto capture the customer’s donation.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Promotional Site

BarclaycardRing.com is a public facing site that is part of the same community instanceas the private community, allowing customers to see the benefits of the Barclaycard Ring community as they consider applying for the card.

 

Status:
Past Lithy Winner

Lithys 2011: Best New Community: Sephora

By PaulGi

Lithys 2011: Best New Community: Sephora

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

Company: Sephora

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:

 

 

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!

 

 


Company: Sephora

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:

 

 

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!

 

 

Status:
2016 Lithy Finalist

Lithys 2016: TELUS - Total Community All Star

By JaniceK

Lithys 2016: TELUS - Total Community All Star

Status: 2016 Lithy Finalist
by Lithium Technologies JaniceK ‎04-26-2016 11:19 AM - edited ‎05-24-2016 12:05 AM

Untitled23.pngCompany:  TELUS

Entry submitted by: Scotty Jackson (Sr. Strategy Manager)

Community: TELUS Neighbourhood

Lithy category:  Total Community All Star

 

TELUS is Canada’s fastest-growing national telecommunications company, with $12.5 billion of annual revenue and 12.5 million customer connections, including 8.5 million wireless subscribers, 1.5 million residential network access lines, 1.6 million high-speed Internet subscribers and 1.0 million TELUS TV customers. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video, and is Canada's largest healthcare IT provider.

 

Our Road to Lithium

 

In 2010, we began engaging and supporting customers through Twitter, leveraging the opportunity of conversations that customers were already having. We followed their lead going to where they were, wanting to join in the conversation. As this sustained and grew, our organization’s listening/marketing tools no longer sufficed; we needed a toolset focused on conversation and case management. Through 2012 we explored tools across the market, and at the end of 2012, after a very successful pilot, we signed with Lithium for LSW.

 

In 2013, we opened our Facebook wall and established it as an additional customer engagement channel beyond its previous focus of marketing and brand conversation. Additionally, seeing the opportunity to crowdsource knowledge and bring social conversation closer to our own domain, we embarked on a journey to build an on-domain community. After the comparison of several solutions, we selected Lithium, and were able to launch our community forum platform, the TELUS Neighbourhood, eight weeks later. It was augmented with Ideas in 2014 to capture and create conversation around customer concepts and suggestions, as well as with a Blog and Articles (Tribal Knowledge Base) in 2015 to broaden our customer engagement.

 

Everyone Wins with a Total Community

 

Our team strives to create a meaningful social experience for every customer and each interaction. In 2015, we reimagined our social strategy, developing a new operations team focused on not just customer service and engagement, but on content development and deep communication skills. Pairing this team investment with existing LSW capability, the launch of the Tribal Knowledge Base inside our community, the TELUS Neighbourhood, and LSW campaign and publishing capability, we have developed and implemented a virtuous cycle of customer listening, engagement, and needs fulfillment (see supporting visual).

 

Untitled24.png

 

Identifying and listening to customers needs, both through active participation (LSW analytics of Twitter, Facebook, and the TELUS Neighbourhood posting across interaction styles) and passive participation (LSI analytics of most popular on-domain forum content), we gain a deep insight into customer experience needs. With this insight, and leveraging the robust skillset of our social media operations team, we can polish and curate the most desired content in to Articles (our community Tribal Knowledge Base implementation). Then, leveraging the LSW Publishing Beta and other tools, we market and promote that community-inspired/authored content through our established social channels as well as contextually in the course of related support conversations.

 

A key example of this strategy in action was our development and maintenance of a software update schedule. Upon hearing social conversation and having customer concerns expressed, we were made aware of an opportunity to more transparently share the process for and schedule around delivering software updates to mobile devices. We created a Blog post and Article that addressed these needs, and have leveraged them to great success in fielding inquiries and concerns.

 

A second example was the StageFright campaign. When Android customers were vulnerable to the StageFright exploit and it started gaining media attention and driving social conversations, we wanted to get in front of the questions. As such, we rapidly developed an Article about the StageFright vulnerability, leveraging content from users already posting. Customers could then be referred to this not only in social, but via our IVR when phoning in and through a mass text campaign where we promoted the Article and community to all Android device users.

 

This all happens while engaging and supporting customers in near real-time response on Twitter and Facebook. In 2016, we have already supported over 11,000 off-domain social conversations, with over 80% of Twitter responses done in under 35 minutes. This is springboarding off of the over 48,000 conversations we supported in the whole of 2015, and a sign of ongoing engagement.

 

Using Total Community practices internally, we developed a wholly cross-functional working team, combining the strengths and perspectives of the new operations team, our Marketing Communications Team, and Media Relations teams to deliver an entirely aligned experience for key brand initiatives, namely our #ExpectMore campaign, where we drove and contributed to conversation about customer experience. This enabled rapid development of content and responses, both written and in video.

 

To support and grow the on-domain portion of our Total Community, we completed the work on migrating our on-domain custom community in to Lithium responsive, launching it in January 2016. This more reliable, better performing, and more feature-rich implementation of the community has spurred on over 1,600 community posts YTD, a sign of strong growth compared to the 5,889 posts seen in 2015. It should be noted that over 90% of that content is customer-generated (i.e. not moderator or community admin). More exciting than that is that we have already welcomed over 330,000 unique visits so far this year, a more than 28% growth over this same period last year and a strong start as we plan to improve over the 1.33 million total unique visits we enjoyed in 2015.

 

Lastly, we quietly launched our Community Power User (CPU) Program, which more formally enlists and engages our most influential and active community users. Each was presented with a formal welcome package, and has regular live conversations with our community management team, as well as participation with one another in a private CPU community board. While we work to expand and develop a public plan for the program, this launch helps sustain the contributions of three key individuals who contributed 26% of community content in Q1 2016.

 

This integrative total community strategy resonates well with our users. When surveyed in Q1 of 2016, they shared a 98%+ satisfaction rate with their social experience with TELUS and, based on that experience, 90% are likely to to recommend TELUS to friends and family, and 89% are likely to share their social experience. These results are all improved substantially over historical, reflective of the value of our new operational model and integrative total community approach.

 

Quantitatively, this total community approach also serves the business. By serving in social and cultivating content of need to our customers, we are targeting, and are well on track to meet, $3.6M in operational support cost savings through 2016, which continues to grow the value we have realized each year.

 

Our Q1 2016 Total Community Results

 

Harnessing the power of social and our total community strategy, we meet the needs of our customers, we delight them, and we save organizational cost. Win, win, win. A summary of the benefits realized in Q1 2016:

 

  • > 11,000 Twitter and Facebook conversations and over 30,000 responses sent
  • 80% of Twitter conversations responded to in 35 minutes or less
  • > 1,600 community posts, 90%+ community-created
  • > 330,000 unique community visits
  • 98% customer satisfaction
  • 90% likelihood to recommend TELUS (NPS)
  • 89% likelihood to share experience
  • Offsetting of over 66,000 live contacts (call, email, web chat, or store visit)
  • $3.6M in annualized operational savings

Untitled23.pngCompany:  TELUS

Entry submitted by: Scotty Jackson (Sr. Strategy Manager)

Community: TELUS Neighbourhood

Lithy category:  Total Community All Star

 

TELUS is Canada’s fastest-growing national telecommunications company, with $12.5 billion of annual revenue and 12.5 million customer connections, including 8.5 million wireless subscribers, 1.5 million residential network access lines, 1.6 million high-speed Internet subscribers and 1.0 million TELUS TV customers. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video, and is Canada's largest healthcare IT provider.

 

Our Road to Lithium

 

In 2010, we began engaging and supporting customers through Twitter, leveraging the opportunity of conversations that customers were already having. We followed their lead going to where they were, wanting to join in the conversation. As this sustained and grew, our organization’s listening/marketing tools no longer sufficed; we needed a toolset focused on conversation and case management. Through 2012 we explored tools across the market, and at the end of 2012, after a very successful pilot, we signed with Lithium for LSW.

 

In 2013, we opened our Facebook wall and established it as an additional customer engagement channel beyond its previous focus of marketing and brand conversation. Additionally, seeing the opportunity to crowdsource knowledge and bring social conversation closer to our own domain, we embarked on a journey to build an on-domain community. After the comparison of several solutions, we selected Lithium, and were able to launch our community forum platform, the TELUS Neighbourhood, eight weeks later. It was augmented with Ideas in 2014 to capture and create conversation around customer concepts and suggestions, as well as with a Blog and Articles (Tribal Knowledge Base) in 2015 to broaden our customer engagement.

 

Everyone Wins with a Total Community

 

Our team strives to create a meaningful social experience for every customer and each interaction. In 2015, we reimagined our social strategy, developing a new operations team focused on not just customer service and engagement, but on content development and deep communication skills. Pairing this team investment with existing LSW capability, the launch of the Tribal Knowledge Base inside our community, the TELUS Neighbourhood, and LSW campaign and publishing capability, we have developed and implemented a virtuous cycle of customer listening, engagement, and needs fulfillment (see supporting visual).

 

Untitled24.png

 

Identifying and listening to customers needs, both through active participation (LSW analytics of Twitter, Facebook, and the TELUS Neighbourhood posting across interaction styles) and passive participation (LSI analytics of most popular on-domain forum content), we gain a deep insight into customer experience needs. With this insight, and leveraging the robust skillset of our social media operations team, we can polish and curate the most desired content in to Articles (our community Tribal Knowledge Base implementation). Then, leveraging the LSW Publishing Beta and other tools, we market and promote that community-inspired/authored content through our established social channels as well as contextually in the course of related support conversations.

 

A key example of this strategy in action was our development and maintenance of a software update schedule. Upon hearing social conversation and having customer concerns expressed, we were made aware of an opportunity to more transparently share the process for and schedule around delivering software updates to mobile devices. We created a Blog post and Article that addressed these needs, and have leveraged them to great success in fielding inquiries and concerns.

 

A second example was the StageFright campaign. When Android customers were vulnerable to the StageFright exploit and it started gaining media attention and driving social conversations, we wanted to get in front of the questions. As such, we rapidly developed an Article about the StageFright vulnerability, leveraging content from users already posting. Customers could then be referred to this not only in social, but via our IVR when phoning in and through a mass text campaign where we promoted the Article and community to all Android device users.

 

This all happens while engaging and supporting customers in near real-time response on Twitter and Facebook. In 2016, we have already supported over 11,000 off-domain social conversations, with over 80% of Twitter responses done in under 35 minutes. This is springboarding off of the over 48,000 conversations we supported in the whole of 2015, and a sign of ongoing engagement.

 

Using Total Community practices internally, we developed a wholly cross-functional working team, combining the strengths and perspectives of the new operations team, our Marketing Communications Team, and Media Relations teams to deliver an entirely aligned experience for key brand initiatives, namely our #ExpectMore campaign, where we drove and contributed to conversation about customer experience. This enabled rapid development of content and responses, both written and in video.

 

To support and grow the on-domain portion of our Total Community, we completed the work on migrating our on-domain custom community in to Lithium responsive, launching it in January 2016. This more reliable, better performing, and more feature-rich implementation of the community has spurred on over 1,600 community posts YTD, a sign of strong growth compared to the 5,889 posts seen in 2015. It should be noted that over 90% of that content is customer-generated (i.e. not moderator or community admin). More exciting than that is that we have already welcomed over 330,000 unique visits so far this year, a more than 28% growth over this same period last year and a strong start as we plan to improve over the 1.33 million total unique visits we enjoyed in 2015.

 

Lastly, we quietly launched our Community Power User (CPU) Program, which more formally enlists and engages our most influential and active community users. Each was presented with a formal welcome package, and has regular live conversations with our community management team, as well as participation with one another in a private CPU community board. While we work to expand and develop a public plan for the program, this launch helps sustain the contributions of three key individuals who contributed 26% of community content in Q1 2016.

 

This integrative total community strategy resonates well with our users. When surveyed in Q1 of 2016, they shared a 98%+ satisfaction rate with their social experience with TELUS and, based on that experience, 90% are likely to to recommend TELUS to friends and family, and 89% are likely to share their social experience. These results are all improved substantially over historical, reflective of the value of our new operational model and integrative total community approach.

 

Quantitatively, this total community approach also serves the business. By serving in social and cultivating content of need to our customers, we are targeting, and are well on track to meet, $3.6M in operational support cost savings through 2016, which continues to grow the value we have realized each year.

 

Our Q1 2016 Total Community Results

 

Harnessing the power of social and our total community strategy, we meet the needs of our customers, we delight them, and we save organizational cost. Win, win, win. A summary of the benefits realized in Q1 2016:

 

  • > 11,000 Twitter and Facebook conversations and over 30,000 responses sent
  • 80% of Twitter conversations responded to in 35 minutes or less
  • > 1,600 community posts, 90%+ community-created
  • > 330,000 unique community visits
  • 98% customer satisfaction
  • 90% likelihood to recommend TELUS (NPS)
  • 89% likelihood to share experience
  • Offsetting of over 66,000 live contacts (call, email, web chat, or store visit)
  • $3.6M in annualized operational savings

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