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:
2014 Lithy Winner

Lithys 2014: Fox Sports Australia - Most Creative ...

By JaniceK

Lithys 2014: Fox Sports Australia - Most Creative Promotion or Launch

Status: 2014 Lithy Winner
by Lithium Technologies JaniceK ‎04-25-2014 10:56 AM - edited ‎04-29-2014 03:00 PM

Company: Fox Sports Australia 

Entry submitted by: Shae Marlow (ShaeM) Community Manager

Community: The Crowd (http://thecrowd.foxsports.com.au)

Lithy category: Most Creative Promotion or Launch

 

 

FOX SPORTS is Australia’s leading producer of sports television coverage and is home to Australia's favourite subscription TV sports channels, as well as Australia's number one general sports website – foxsports.com.au.

 

FOX SPORTS’ mission is to take fans closer to their favourite sports than ever before. We feed the passion of fans and give them access to sports, players and insights like they’ve never had - offering them an entertainment experience like no other, every day of the week.

 

Sport is incredibly tribal and controversial topics arise every day that people want to talk about. The vision was to offer the more passionate sports fans a seat at the table, to discuss the hottest topics with the best sports talent in the country.

 

The Crowd is a new FOX SPORTS community forum which offers fans and readers a place to offer their comments, thoughts and opinions on what is happening in sport at any time – the ultimate home of sports conversation in Australia.

 

The Crowd key outcomes:

  • Own share of voice of sports conversation in Australia
  • Build fan engagement by providing a platform for fans to interact with the best sports talent and key influencers in Australia
  • Monetise through third party advertising

FOX SPORTS Australia is the leader in delivering sports entertainment and so in order to bring a new and innovative digital product to life in a competitive market, it was important to align with Lithium.

 

Lithium provided a market-leading platform for FOX SPORTS to launch The Crowd with immediate community vibrancy and the most innovative user experience – a forum at the forefront of sports communities in Australia. The Crowd has been the most important digital product to come out of FOX SPORTS Australia in five years.

 

Lithum has enabled The Crowd to integrate existing FOX SPORTS digital and social strategies as a way to drive deeper engagement with fans, with immediate success.


Launching an engaging and interactive sports forum in Australia required igniting the passion and excitement from within FOX SPORTS fans and continuing the FOX SPORTS promise of delivering the best and most entertaining experience like no other.

 

The launch promotion worked in three key phases.

 

  1. STAGE ONE: EXCITE

Objective: To raise curiosity of sports fans within an established and competitive environment.

 

Promotion included: A teaser TVC, version 1 of print, ad banners, social, guerilla marketing, eDM, key influencers and internal employees. 

 

2. STAGE TWO: IGNITE

 

Objective: To raise awareness of The Crowd as the ultimate online destination for sports fans to continue their conversations.

 

Promotion included: Second more functional TVC, print, ad banners, social across facebook, twitter, google+ and youtube, FOX SPORTS talent, PR, eDM, key influencers and partner properties.

 

 

3. STAGE THREE: ENTICE

 

Objective: To convert awareness into interaction, by adapting creative based upon key learnings and evolving integration across on-platform and off-platform executions.

 

Promotion included: Honing various executions to drive key metrics of posts and registration numbers, including social, eDM, guerrilla and specific digital media display advertisements targeting other forum users from across different Australian verticals. Most importantly, content from The Crowd began integrating across print and TV. 

 

ALWAYS TALKING SPORT? JOIN THE CROWD speaks to genuine sports fans, letting them know they have a new home to engage with likeminded enthusiasts.  To build strong brand equity this was executed across different mediums to achieve high brand recall.

The integrated campaign launched with more than 14 different creative executions across more than 30 touch points, resulting in the most successful digital product launch for FOX SPORTS in the last five years. The immediate community vibrancy has exceeded all KPIs, including over 2000 posts in the first six weeks.

 

VIDEO: FOX SPORTS Australia launches The Crowd


Company: Fox Sports Australia 

Entry submitted by: Shae Marlow (ShaeM) Community Manager

Community: The Crowd (http://thecrowd.foxsports.com.au)

Lithy category: Most Creative Promotion or Launch

 

 

FOX SPORTS is Australia’s leading producer of sports television coverage and is home to Australia's favourite subscription TV sports channels, as well as Australia's number one general sports website – foxsports.com.au.

 

FOX SPORTS’ mission is to take fans closer to their favourite sports than ever before. We feed the passion of fans and give them access to sports, players and insights like they’ve never had - offering them an entertainment experience like no other, every day of the week.

 

Sport is incredibly tribal and controversial topics arise every day that people want to talk about. The vision was to offer the more passionate sports fans a seat at the table, to discuss the hottest topics with the best sports talent in the country.

 

The Crowd is a new FOX SPORTS community forum which offers fans and readers a place to offer their comments, thoughts and opinions on what is happening in sport at any time – the ultimate home of sports conversation in Australia.

 

The Crowd key outcomes:

  • Own share of voice of sports conversation in Australia
  • Build fan engagement by providing a platform for fans to interact with the best sports talent and key influencers in Australia
  • Monetise through third party advertising

FOX SPORTS Australia is the leader in delivering sports entertainment and so in order to bring a new and innovative digital product to life in a competitive market, it was important to align with Lithium.

 

Lithium provided a market-leading platform for FOX SPORTS to launch The Crowd with immediate community vibrancy and the most innovative user experience – a forum at the forefront of sports communities in Australia. The Crowd has been the most important digital product to come out of FOX SPORTS Australia in five years.

 

Lithum has enabled The Crowd to integrate existing FOX SPORTS digital and social strategies as a way to drive deeper engagement with fans, with immediate success.


Launching an engaging and interactive sports forum in Australia required igniting the passion and excitement from within FOX SPORTS fans and continuing the FOX SPORTS promise of delivering the best and most entertaining experience like no other.

 

The launch promotion worked in three key phases.

 

  1. STAGE ONE: EXCITE

Objective: To raise curiosity of sports fans within an established and competitive environment.

 

Promotion included: A teaser TVC, version 1 of print, ad banners, social, guerilla marketing, eDM, key influencers and internal employees. 

 

2. STAGE TWO: IGNITE

 

Objective: To raise awareness of The Crowd as the ultimate online destination for sports fans to continue their conversations.

 

Promotion included: Second more functional TVC, print, ad banners, social across facebook, twitter, google+ and youtube, FOX SPORTS talent, PR, eDM, key influencers and partner properties.

 

 

3. STAGE THREE: ENTICE

 

Objective: To convert awareness into interaction, by adapting creative based upon key learnings and evolving integration across on-platform and off-platform executions.

 

Promotion included: Honing various executions to drive key metrics of posts and registration numbers, including social, eDM, guerrilla and specific digital media display advertisements targeting other forum users from across different Australian verticals. Most importantly, content from The Crowd began integrating across print and TV. 

 

ALWAYS TALKING SPORT? JOIN THE CROWD speaks to genuine sports fans, letting them know they have a new home to engage with likeminded enthusiasts.  To build strong brand equity this was executed across different mediums to achieve high brand recall.

The integrated campaign launched with more than 14 different creative executions across more than 30 touch points, resulting in the most successful digital product launch for FOX SPORTS in the last five years. The immediate community vibrancy has exceeded all KPIs, including over 2000 posts in the first six weeks.

 

VIDEO: FOX SPORTS Australia launches The Crowd

Status:
2014 Lithy Submission

Lithys 2014: StarHub - The Organization Game Chang...

By JaniceK

Lithys 2014: StarHub - The Organization Game Changer

Status: 2014 Lithy Submission
by Lithium Technologies JaniceK ‎04-26-2014 02:23 PM - last edited on ‎05-09-2014 04:29 PM by Lithium Technologies DeniseJ

Company: StarHub 

Entry submitted by: Darren Choo (darren) AVP of Social CRM

Community: StarHub Community (http://community.starhub.com/)

Lithy category: The Organization Game Changer

 

StarHub Community, together with our social media agency Vocanic, has embarked upon cross-functional collaboration with 10 departments in our organization. Apart from Customer Service and Marketing, we have worked with our Network, Market Research, Marketing, Human Resources, Content and Mobile teams. Through collaboration within our organization, our initiatives have been recognized and we have won industry accolades in Singapore: Best use of Brand Advocacy (Gold) at the Loyalty & Engagement Awards 2013 and Excellence in Loyalty Marketing (Silver) at the Marketing Excellence Awards 2013. Read the details below.

 

As Singapore's fully integrated info communications company, StarHub offers a full range of information, communications and entertainment services for both consumer and corporate markets.


With the aim of providing every person, home and business in Singapore with world-class multimedia services and content, StarHub operates a mobile network that provides 4G, 3G and 2G services, manages an island-wide HFC (Hybrid Fibre-Coaxial) network that delivers multi-channel pay TV services, as well as ultra-high speed residential broadband services.

 

In a bid to further enhance our relationship with customers, it was decided that improving and reinforcing the way we handled customer service, was key. Simply put, the traditional customer service call-centre system needed to be revamped, to take advantage of the power of Social Media.


In so doing, StarHub was able to tap into the vast prowess of peer-to-peer support, eliminating the need for customers to call in. The strategy unearthed unlimited potential going beyond customer service to touch on topics relating to Human Resource, Content Marketing, Sponsorship Deals, Marketing Communications and Direct Marketing just to name a few. We have worked with various departments within our organization to run campaigns for their activations. As each department adds StarHub Community to their activity scorecard, we become a vibrant platform that integrates into the different layers of our organization.


The results across the board have been phenomenal, with the industry recognizing the value and effectiveness of our Lithium-supported Social Strategy as evident from the following accolades:


• Loyalty & Engagement Awards 2013 – Best Use of Brand Advocacy (Gold)
• Marketing Excellence Awards 2013 – Excellence in Loyalty Marketing (Silver)

 

What were the goals?


We wanted to position StarHub as a company that listens, understands, cares for our customers and the Singapore community. At the same time, we acknowledge that endorsements are often regarded to be more credible and objective when they come from third parties that do not have a stake in the business.


In creating a new platform, it was crucial that it be instrumental in cultivating brand advocates, where in times of need, users could step in to defend the brand on our behalf from the “bashing” conducted by others. It was to also be a sanctuary for frank opinions, transparency and a hotbed for equipment testing by our loyal customers.


Hence, the aim was to create a community managed by consumers, for the consumers and moderated by StarHub.


StarHub Community would present a centralized platform for existing customers to turn to should they have any StarHub product or service-related problems. There, they would be able to access to a wealth of user-generated trouble-shooting tips, solutions, general information and more.

 

In harnessing the community for support, the secondary goals were to reduce budget spent to hire and train call-centre personnel, and at the same time increase efficiency in addressing technical issues.


In addition, the community would serve as the go-to place for StarHub news updates regarding new handset releases, promotions, cable television show discussions and more. For the ladies, it served as a rallying point to take part in contests and promotions tied in with Lady First Singapore – franchised from Taiwan’s leading lifestyle magazine show.


StarHub Community as a whole would stand as a lifestyle hub for the masses.


How has your company incorporated Lithium against those business goals?


Cross-functional collaboration with StarHub Community with various departments in our organization:


1. Network dept.: The Network team has a Network feedback app where employees – on the private Employee Board – are asked to give feedback when they encounter data access problems so the Network team can take action to rectify issues. After a successful trial we intend to launch this to the public. This will greatly enhance customer feedback by pinpointing to us areas with network issues which we can then take action on.


Link to post (private) http://community.starhub.com/t5/Employee-Network/Help-Us-Improve-Our-
Mobile-Network/m-p/52905#U52905

 

Screenshot of Network post:

 

2. Market research dept.: Instead of conducting expensive focus groups, we now conduct them through Community and additionally develop long-term relationships with respondents. For confidential projects we use trusted, closed-group advocates for respondents.


Link to post: http://community.starhub.com/t5/HomeHub-Survey/CLOSED-HomeHub-Bundle-Survey/m-p/73247#M1

 

Screenshot of post:

 

3. Corporate Communications dept.: We work closely with the Corp Comms team to manage crises. StarHub Community is a more positive environment for constructive feedback compared to Social Media platforms like Facebook and Twitter where customers may slam us. Here, trusted advocates who potentially have StarHub’s interests in mind give us fair and constructive feedback and step in to moderate other users who may troll us.


Link to post: http://community.starhub.com/t5/Mobile-Plans-and-Rates/RIPOFF-Starhub-will-startcharging-EXTRA-for-4G-from-1-June-2014/td-p/74241/page/5

 

Screenshot of post:

 

4. Human Resources dept.: StarHub believes in keeping employees happy and healthy and to show that the company cares, the HR team embarked on a program to deliver to our employees a package of fresh fruit every Friday. We leveraged on this to run a fun employee photo contest called the Juicy Smile contest. We asked employees to "flash your juiciest smile with the fruit of the day,” take a photo and upload it on the Contest page on the private Employee board on StarHub Community. The top 3 best smiles were rewarded with a $50 shopping voucher each.


We previously tried other platforms to engage employees but these had little participation because employees could not access these platforms at home. Community however, is on the cloud and has an easy user interface, encouraging employee participation.


Link to post (private board): http://community.starhub.com/t5/Employee-Hot-Topics/Juicy-Smile-Contest/m-p/70947#U70947

 

Some of our employees' entries:

 

5. Segment marketing dept.: Segment marketing used to be once-off tactical events but with the Community we can build long term engagement and sustainable interest groups for various segments


Here are some of our successful segment marketing campaigns:


Food segment – Auspicious dishes


Background: StarHub’s Hubalicious - a gastronomic extravaganza that celebrates all things food – is a testament for the brand’s love for food. And since food holds a special place in the hearts of Singaporeans, the opportunity presented itself, to reach out to consumers via gastronomy.


StarHub leveraged on the Chinese New Year festivities to invite fans to share their celebrations with food. It was a call for foodies to unite, to showcase home-made treats and dishes. The top-voted entry walked away with a Samsung GALAXY S4 (LTE), while consolation prizes were made up of 8 $50 Resorts World Sentosa vouchers.


Results:
- 252 unique visitors
- 20 entries


View the entries here :
http://community.starhub.com/t5/ideas/v2/ideaexchangepage/blog-id/CNY-AuspiciousDishes-Contest/tab/m...

 

Screenshot of entry: 

 

Female segment – Lady First


Background: At the beginning, it was found that StarHub Community was rife with male-skewed content, e.g. mobile phones, routers, gadgets discussions and more. This campaign was launched to drive females to the site.


We sent out emails that led customers to perform a simple survey in order to ascertain interests. We targeted females whose interests included beauty, makeup, fashion, hairstyling and write their own blogs. The survey acted as a filtering process to find legitimate female bloggers. 20 bloggers were then invited to attend a briefing where they received topics and social tasks to share with their followers that in turn led to activities, conversations and buzz on the Community.


Results:
- 7,143 unique visitors to StarHub Community’s Lady First board
- 470 Topics written
- 1,274 replies to topics
- Out of 20 original bloggers, 5 remain active to this day, close to 1 year after the activation. 2 of them are members of our Sparklers super user group.


The success of the drive to include the female target audience in the conversation prompted the brand to plan for and launch a sequel activation set to take place mid-2014.


Link to Winners Announcement post: http://community.starhub.com/t5/StarHub-Community-Announcements/Lady-First-Bloggers-Challenge-Winners-Announcement/m-p/36223#M10


Screenshot of winning bloggers:

 

 

Travel Segment - Crowdsourcing of itineraries


In conjunction with the year-end holidays, travel plans follow with fervor. StarHub recognized this and tapped into the myriad of vacationers planning their getaways. Through Community, StarHub encouraged members to share their upcoming travel itineraries and get their friends to vote for them. However, no touristy itineraries were allowed. Anyone can head to the Eiffel Tower. Plans shared had to unveil lesser known foreign destinations like jungle trekking in Cambodia and local coffee shops in Vietnam, and more.


3 winners snagged a total of $2,000 Chan Brother Travel Gift Vouchers. (3rd prize: $400, 2nd prize: $600, and 1st prize: $1,000.)


Results:
- 1,404 unique visitors
- 29 entries


After the contest ended, we created an Interest Group on StarHub Community with the crowdsourced travel itineraries so visitors can continue to discuss and share their ideas. 

http://community.starhub.com/t5/General-Travel-Discussion/bd-p/travel

 

Creatives for Travel Segment Engagement campaign:

 

 

Elderly segment – Active Ageing Hackathon Phase 1


The StarHub Golden Gurus initiative saw campaigns rolled-out on the Community targeted at including senior citizens in the online conversation. The brand appreciated that seniors often felt left behind and clueless when it came to IT, new media, the internet and the likes. Golden Gurus sought out seniors who were well versed in the intricacies of technology to coerce and train their peers.


The Active Ageing Hackathon paired StarHub Community members with UP Singapore members to bring together experts, researchers, marketers, designers and developers over one weekend from 16 - 18 Aug 2013 to develop prototypes of solutions to improve the lives of our Seniors in Singapore. 2 best ideas clinched a Samsung GALAXY Tab 2 7.0 Tab each.


Results:
- 988 unique visitors
- 97 entries
- 2,305 votes

 

View the entries here: http://community.starhub.com/t5/Closed-Active-Ageing-Hackathon/idb-p/activeageinghackathon


6. Content Marketing Dept: The StarHub Community platform allows us to hold creative contests e.g. crowdsourcing Instagram photos and your favourite TV shows which is more fun than other platforms. This contributes positively to our SEO as content is crowd-sourced, easily searchable and more engaging.


Oscars – Predict the Winners


Background: The Academy Awards is a big annual event, televised live globally and watched by many in Singapore. In order to ramp the viewership up on the programme further, we decided to tap into the crowd in the Community for their Oscar predictions.


The mechanic was simple. Fans needed to submit their predictions for the winners of 4 categories – Best Actor, Best Actress in a Leading Role, Best Picture and Best Animated Feature. Get them right, and they would stand a chance to win a Samsung Galaxy Tab 2 7.0.


In just 5 days we received:

 

• 259 Entries (from original target of 5) by 151 participants
• 448 votes
• 1,700 Likes, 141 Comments and 57 Shares on our Facebook post about the campaign

 

Check out the entries here: http://community.starhub.com/t5/Closed-2014-Oscars/idb-p/2014-Oscars

 

Screenshot of contest:

 

HITS TV – crowd source for which shows to air next

 

Best way to make fans happy? Give them what they want. That’s exactly what HITS TV set out to do, by crowdsourcing all-time favourite TV shows that may have ended their runs but which people love and miss.


We asked people to submit and vote for the TV shows they’d like HITS to air in the coming months. The idea should fit HITS’s DNA: epic characters, riveting stories, cult following, multiple seasons.


Top Prizes: A Samsung GALAXY Tab 3 7.0, vouchers to Resorts World Sentosa, Sephora vouchers


In addition to posts on StarHub’s social media platforms, the HITS channel on StarHub TV even ran a TVC promoting the contest: http://youtu.be/09GdqFRdP_Q

 

Results: 

 

Post on Community:
http://community.starhub.com/t5/StarHub-Community-Announcements/CONTEST-ENDED-HITSPick-
a-TV-show-and-stand-to-win-a-Samsung/m-p/65113


7. Product Marketing Dept: Through our sponsorship of celebrities like Korean TV actor Kim Soo Hyun, we have run a StarHub Community pull-down campaign.


In a typical sponsorship deal where a celebrity is involved, fans rarely get the chance to revel in the thick of the action. StarHub Community however, gives them a unique digital platform where their shared content is logged, consolidated and seen by all – giving them the airtime to unabashedly show off their love for the star.


Popular Korean celebrity Kim Soo Hyun commands legions of fans in Singapore. We set out to give his fans an avenue to shout about their adoration by showcasing their “die-hardness”. All they had to do was to get creative with photos, videos and more and the best entries would win a pair of passes to an exclusive fan-meet.


Total entries: 60 within just 4 days
http://community.starhub.com/t5/StarHub-Community-Announcements/CONTEST-Get-Your-Wish-Granted-by-Kim-Soo-Hyun/m-p/74663#U74663

 

For those who had passes in hand, we leveraged the selfie trend to get fans to take creative photos of themselves with ticket stubs for a chance to have Kim Soo Hyun call them on their phone during the event to join him on stage and grant their one wish with him.


Total entries: 181 within just 9 days
http://community.starhub.com/t5/Get-Your-Wish-Granted-by-Kim-Soo/I-m-a-Ticket-Holder/idi-p/74679#U74...


Promo Banner:

 

8. Mobile dept.: Reviews of latest Mobile phones on the market. We harness reviews from the crowd, bloggers and employees on a common platform that was previously not possible.

 

Blog link: http://community.starhub.com/t5/Mobile-Handset-Reviews/bg-p/MobileHandsetReviews

 

Blog screenshot:

 

 

9. Cross-bundling & Recontracting dept.: HomeHub & Recontract bits. Previously, ATL and BTLs were one-way communications which did not allow us to control the flow of information to customers searching for details on recontract promotions. With Community, we have put into place a process to help existing customers make that informed choice during their zero-moment of truth (ZMOT) i.e. the step they take right before they make a purchase. Customers can read the discussions and questions by others, ask questions and obtain answers from the Community as well as the Community Managers.


Posts on Community:
http://community.starhub.com/t5/Broadband-Recontract-Offers/StarHub-Broadband-Recontractoffer-HomeHub-and-more/m-p/21994#U21994
http://community.starhub.com/t5/Hubbing/100-Mbps-Cable-and-200-Mbps-Fibre-HomeHub-plansnow-available/td-p/39663
http://community.starhub.com/t5/TV-Recontract-Offer/StarHub-TV-Recontract-Offer/m-p/35619#U35619

 

 

10. Customer Service dept.: We work with the CS team to create articles for The Knowledge Base (TKB) on StarHub Community. We also feature How-To videos available on StarHub's YouTube channel. The CS team then direct people with queries to these resources for answers and discussions on solutions. This reduces reliance on call-centre personnel.


TKB: 100,000 views over 55 articles
How-To Videos: 29,360 views

One of our articles on TKB:

 

Categories on our Knowledge Base:

 

 

Screenshot & Link of one of our How-To videos:
http://www.youtube.com/watch?v=UhlUa3zn034

 

 


Company: StarHub 

Entry submitted by: Darren Choo (darren) AVP of Social CRM

Community: StarHub Community (http://community.starhub.com/)

Lithy category: The Organization Game Changer

 

StarHub Community, together with our social media agency Vocanic, has embarked upon cross-functional collaboration with 10 departments in our organization. Apart from Customer Service and Marketing, we have worked with our Network, Market Research, Marketing, Human Resources, Content and Mobile teams. Through collaboration within our organization, our initiatives have been recognized and we have won industry accolades in Singapore: Best use of Brand Advocacy (Gold) at the Loyalty & Engagement Awards 2013 and Excellence in Loyalty Marketing (Silver) at the Marketing Excellence Awards 2013. Read the details below.

 

As Singapore's fully integrated info communications company, StarHub offers a full range of information, communications and entertainment services for both consumer and corporate markets.


With the aim of providing every person, home and business in Singapore with world-class multimedia services and content, StarHub operates a mobile network that provides 4G, 3G and 2G services, manages an island-wide HFC (Hybrid Fibre-Coaxial) network that delivers multi-channel pay TV services, as well as ultra-high speed residential broadband services.

 

In a bid to further enhance our relationship with customers, it was decided that improving and reinforcing the way we handled customer service, was key. Simply put, the traditional customer service call-centre system needed to be revamped, to take advantage of the power of Social Media.


In so doing, StarHub was able to tap into the vast prowess of peer-to-peer support, eliminating the need for customers to call in. The strategy unearthed unlimited potential going beyond customer service to touch on topics relating to Human Resource, Content Marketing, Sponsorship Deals, Marketing Communications and Direct Marketing just to name a few. We have worked with various departments within our organization to run campaigns for their activations. As each department adds StarHub Community to their activity scorecard, we become a vibrant platform that integrates into the different layers of our organization.


The results across the board have been phenomenal, with the industry recognizing the value and effectiveness of our Lithium-supported Social Strategy as evident from the following accolades:


• Loyalty & Engagement Awards 2013 – Best Use of Brand Advocacy (Gold)
• Marketing Excellence Awards 2013 – Excellence in Loyalty Marketing (Silver)

 

What were the goals?


We wanted to position StarHub as a company that listens, understands, cares for our customers and the Singapore community. At the same time, we acknowledge that endorsements are often regarded to be more credible and objective when they come from third parties that do not have a stake in the business.


In creating a new platform, it was crucial that it be instrumental in cultivating brand advocates, where in times of need, users could step in to defend the brand on our behalf from the “bashing” conducted by others. It was to also be a sanctuary for frank opinions, transparency and a hotbed for equipment testing by our loyal customers.


Hence, the aim was to create a community managed by consumers, for the consumers and moderated by StarHub.


StarHub Community would present a centralized platform for existing customers to turn to should they have any StarHub product or service-related problems. There, they would be able to access to a wealth of user-generated trouble-shooting tips, solutions, general information and more.

 

In harnessing the community for support, the secondary goals were to reduce budget spent to hire and train call-centre personnel, and at the same time increase efficiency in addressing technical issues.


In addition, the community would serve as the go-to place for StarHub news updates regarding new handset releases, promotions, cable television show discussions and more. For the ladies, it served as a rallying point to take part in contests and promotions tied in with Lady First Singapore – franchised from Taiwan’s leading lifestyle magazine show.


StarHub Community as a whole would stand as a lifestyle hub for the masses.


How has your company incorporated Lithium against those business goals?


Cross-functional collaboration with StarHub Community with various departments in our organization:


1. Network dept.: The Network team has a Network feedback app where employees – on the private Employee Board – are asked to give feedback when they encounter data access problems so the Network team can take action to rectify issues. After a successful trial we intend to launch this to the public. This will greatly enhance customer feedback by pinpointing to us areas with network issues which we can then take action on.


Link to post (private) http://community.starhub.com/t5/Employee-Network/Help-Us-Improve-Our-
Mobile-Network/m-p/52905#U52905

 

Screenshot of Network post:

 

2. Market research dept.: Instead of conducting expensive focus groups, we now conduct them through Community and additionally develop long-term relationships with respondents. For confidential projects we use trusted, closed-group advocates for respondents.


Link to post: http://community.starhub.com/t5/HomeHub-Survey/CLOSED-HomeHub-Bundle-Survey/m-p/73247#M1

 

Screenshot of post:

 

3. Corporate Communications dept.: We work closely with the Corp Comms team to manage crises. StarHub Community is a more positive environment for constructive feedback compared to Social Media platforms like Facebook and Twitter where customers may slam us. Here, trusted advocates who potentially have StarHub’s interests in mind give us fair and constructive feedback and step in to moderate other users who may troll us.


Link to post: http://community.starhub.com/t5/Mobile-Plans-and-Rates/RIPOFF-Starhub-will-startcharging-EXTRA-for-4G-from-1-June-2014/td-p/74241/page/5

 

Screenshot of post:

 

4. Human Resources dept.: StarHub believes in keeping employees happy and healthy and to show that the company cares, the HR team embarked on a program to deliver to our employees a package of fresh fruit every Friday. We leveraged on this to run a fun employee photo contest called the Juicy Smile contest. We asked employees to "flash your juiciest smile with the fruit of the day,” take a photo and upload it on the Contest page on the private Employee board on StarHub Community. The top 3 best smiles were rewarded with a $50 shopping voucher each.


We previously tried other platforms to engage employees but these had little participation because employees could not access these platforms at home. Community however, is on the cloud and has an easy user interface, encouraging employee participation.


Link to post (private board): http://community.starhub.com/t5/Employee-Hot-Topics/Juicy-Smile-Contest/m-p/70947#U70947

 

Some of our employees' entries:

 

5. Segment marketing dept.: Segment marketing used to be once-off tactical events but with the Community we can build long term engagement and sustainable interest groups for various segments


Here are some of our successful segment marketing campaigns:


Food segment – Auspicious dishes


Background: StarHub’s Hubalicious - a gastronomic extravaganza that celebrates all things food – is a testament for the brand’s love for food. And since food holds a special place in the hearts of Singaporeans, the opportunity presented itself, to reach out to consumers via gastronomy.


StarHub leveraged on the Chinese New Year festivities to invite fans to share their celebrations with food. It was a call for foodies to unite, to showcase home-made treats and dishes. The top-voted entry walked away with a Samsung GALAXY S4 (LTE), while consolation prizes were made up of 8 $50 Resorts World Sentosa vouchers.


Results:
- 252 unique visitors
- 20 entries


View the entries here :
http://community.starhub.com/t5/ideas/v2/ideaexchangepage/blog-id/CNY-AuspiciousDishes-Contest/tab/m...

 

Screenshot of entry: 

 

Female segment – Lady First


Background: At the beginning, it was found that StarHub Community was rife with male-skewed content, e.g. mobile phones, routers, gadgets discussions and more. This campaign was launched to drive females to the site.


We sent out emails that led customers to perform a simple survey in order to ascertain interests. We targeted females whose interests included beauty, makeup, fashion, hairstyling and write their own blogs. The survey acted as a filtering process to find legitimate female bloggers. 20 bloggers were then invited to attend a briefing where they received topics and social tasks to share with their followers that in turn led to activities, conversations and buzz on the Community.


Results:
- 7,143 unique visitors to StarHub Community’s Lady First board
- 470 Topics written
- 1,274 replies to topics
- Out of 20 original bloggers, 5 remain active to this day, close to 1 year after the activation. 2 of them are members of our Sparklers super user group.


The success of the drive to include the female target audience in the conversation prompted the brand to plan for and launch a sequel activation set to take place mid-2014.


Link to Winners Announcement post: http://community.starhub.com/t5/StarHub-Community-Announcements/Lady-First-Bloggers-Challenge-Winners-Announcement/m-p/36223#M10


Screenshot of winning bloggers:

 

 

Travel Segment - Crowdsourcing of itineraries


In conjunction with the year-end holidays, travel plans follow with fervor. StarHub recognized this and tapped into the myriad of vacationers planning their getaways. Through Community, StarHub encouraged members to share their upcoming travel itineraries and get their friends to vote for them. However, no touristy itineraries were allowed. Anyone can head to the Eiffel Tower. Plans shared had to unveil lesser known foreign destinations like jungle trekking in Cambodia and local coffee shops in Vietnam, and more.


3 winners snagged a total of $2,000 Chan Brother Travel Gift Vouchers. (3rd prize: $400, 2nd prize: $600, and 1st prize: $1,000.)


Results:
- 1,404 unique visitors
- 29 entries


After the contest ended, we created an Interest Group on StarHub Community with the crowdsourced travel itineraries so visitors can continue to discuss and share their ideas. 

http://community.starhub.com/t5/General-Travel-Discussion/bd-p/travel

 

Creatives for Travel Segment Engagement campaign:

 

 

Elderly segment – Active Ageing Hackathon Phase 1


The StarHub Golden Gurus initiative saw campaigns rolled-out on the Community targeted at including senior citizens in the online conversation. The brand appreciated that seniors often felt left behind and clueless when it came to IT, new media, the internet and the likes. Golden Gurus sought out seniors who were well versed in the intricacies of technology to coerce and train their peers.


The Active Ageing Hackathon paired StarHub Community members with UP Singapore members to bring together experts, researchers, marketers, designers and developers over one weekend from 16 - 18 Aug 2013 to develop prototypes of solutions to improve the lives of our Seniors in Singapore. 2 best ideas clinched a Samsung GALAXY Tab 2 7.0 Tab each.


Results:
- 988 unique visitors
- 97 entries
- 2,305 votes

 

View the entries here: http://community.starhub.com/t5/Closed-Active-Ageing-Hackathon/idb-p/activeageinghackathon


6. Content Marketing Dept: The StarHub Community platform allows us to hold creative contests e.g. crowdsourcing Instagram photos and your favourite TV shows which is more fun than other platforms. This contributes positively to our SEO as content is crowd-sourced, easily searchable and more engaging.


Oscars – Predict the Winners


Background: The Academy Awards is a big annual event, televised live globally and watched by many in Singapore. In order to ramp the viewership up on the programme further, we decided to tap into the crowd in the Community for their Oscar predictions.


The mechanic was simple. Fans needed to submit their predictions for the winners of 4 categories – Best Actor, Best Actress in a Leading Role, Best Picture and Best Animated Feature. Get them right, and they would stand a chance to win a Samsung Galaxy Tab 2 7.0.


In just 5 days we received:

 

• 259 Entries (from original target of 5) by 151 participants
• 448 votes
• 1,700 Likes, 141 Comments and 57 Shares on our Facebook post about the campaign

 

Check out the entries here: http://community.starhub.com/t5/Closed-2014-Oscars/idb-p/2014-Oscars

 

Screenshot of contest:

 

HITS TV – crowd source for which shows to air next

 

Best way to make fans happy? Give them what they want. That’s exactly what HITS TV set out to do, by crowdsourcing all-time favourite TV shows that may have ended their runs but which people love and miss.


We asked people to submit and vote for the TV shows they’d like HITS to air in the coming months. The idea should fit HITS’s DNA: epic characters, riveting stories, cult following, multiple seasons.


Top Prizes: A Samsung GALAXY Tab 3 7.0, vouchers to Resorts World Sentosa, Sephora vouchers


In addition to posts on StarHub’s social media platforms, the HITS channel on StarHub TV even ran a TVC promoting the contest: http://youtu.be/09GdqFRdP_Q

 

Results: 

 

Post on Community:
http://community.starhub.com/t5/StarHub-Community-Announcements/CONTEST-ENDED-HITSPick-
a-TV-show-and-stand-to-win-a-Samsung/m-p/65113


7. Product Marketing Dept: Through our sponsorship of celebrities like Korean TV actor Kim Soo Hyun, we have run a StarHub Community pull-down campaign.


In a typical sponsorship deal where a celebrity is involved, fans rarely get the chance to revel in the thick of the action. StarHub Community however, gives them a unique digital platform where their shared content is logged, consolidated and seen by all – giving them the airtime to unabashedly show off their love for the star.


Popular Korean celebrity Kim Soo Hyun commands legions of fans in Singapore. We set out to give his fans an avenue to shout about their adoration by showcasing their “die-hardness”. All they had to do was to get creative with photos, videos and more and the best entries would win a pair of passes to an exclusive fan-meet.


Total entries: 60 within just 4 days
http://community.starhub.com/t5/StarHub-Community-Announcements/CONTEST-Get-Your-Wish-Granted-by-Kim-Soo-Hyun/m-p/74663#U74663

 

For those who had passes in hand, we leveraged the selfie trend to get fans to take creative photos of themselves with ticket stubs for a chance to have Kim Soo Hyun call them on their phone during the event to join him on stage and grant their one wish with him.


Total entries: 181 within just 9 days
http://community.starhub.com/t5/Get-Your-Wish-Granted-by-Kim-Soo/I-m-a-Ticket-Holder/idi-p/74679#U74...


Promo Banner:

 

8. Mobile dept.: Reviews of latest Mobile phones on the market. We harness reviews from the crowd, bloggers and employees on a common platform that was previously not possible.

 

Blog link: http://community.starhub.com/t5/Mobile-Handset-Reviews/bg-p/MobileHandsetReviews

 

Blog screenshot:

 

 

9. Cross-bundling & Recontracting dept.: HomeHub & Recontract bits. Previously, ATL and BTLs were one-way communications which did not allow us to control the flow of information to customers searching for details on recontract promotions. With Community, we have put into place a process to help existing customers make that informed choice during their zero-moment of truth (ZMOT) i.e. the step they take right before they make a purchase. Customers can read the discussions and questions by others, ask questions and obtain answers from the Community as well as the Community Managers.


Posts on Community:
http://community.starhub.com/t5/Broadband-Recontract-Offers/StarHub-Broadband-Recontractoffer-HomeHub-and-more/m-p/21994#U21994
http://community.starhub.com/t5/Hubbing/100-Mbps-Cable-and-200-Mbps-Fibre-HomeHub-plansnow-available/td-p/39663
http://community.starhub.com/t5/TV-Recontract-Offer/StarHub-TV-Recontract-Offer/m-p/35619#U35619

 

 

10. Customer Service dept.: We work with the CS team to create articles for The Knowledge Base (TKB) on StarHub Community. We also feature How-To videos available on StarHub's YouTube channel. The CS team then direct people with queries to these resources for answers and discussions on solutions. This reduces reliance on call-centre personnel.


TKB: 100,000 views over 55 articles
How-To Videos: 29,360 views

One of our articles on TKB:

 

Categories on our Knowledge Base:

 

 

Screenshot & Link of one of our How-To videos:
http://www.youtube.com/watch?v=UhlUa3zn034

 

 

Status:
2014 Lithy Winner

Lithys 2014: TELUS - Excellence in Customer Satisf...

By JaniceK

Lithys 2014: TELUS - Excellence in Customer Satisfaction

Status: 2014 Lithy Winner
by Lithium Technologies JaniceK ‎04-11-2014 12:34 PM - last edited on ‎04-28-2014 08:55 AM by Community Administrator Community Administrator

Company: TELUS 

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

Community: TELUS Neighbourhood (forum.telus.com

Lithy category: Excellence in Customer Satisfaction 

 

At TELUS, we put customers first – This is underlined by our Customer Declaration.

 

We're not perfect, but our employees are deeply motivated to consistently delight our customers. We know that getting better means making sure we're listening to you.

 

That’s why we’re embracing new ideas that will make your TELUS experience better, everyday. We’re on a journey to build on your trust by being clear, helpful and dependable.

 

In other words, at TELUS, we put you first.

 

Within TELUS, our social media team plays an important role in bringing our Customer Declaration to life.

 

In 2010, we started listening and responding to customer mentions of “telus” on Twitter. This was done using our enterprise platform (Radian6) with a very small team of contact centre agents, looking at only our Mobility line of business.

As we gained experience and the channel became more active, we found we could not only serve customers, but also exceed their expectations by listening to discussions and engaging.

 

In 2012, we added additional agents to support Home Services and created more robust processes to enable communication and hand-offs between operations, public relations/corporate communications, and marketing. These processes have evolved into meaningful partnerships, with the business aligning behind common goals of putting our customers first, and having teams that historically did not inter-operate collaborate on a daily basis.

 

Having established a uniquely agile and cross functional team, we have been able to consistently exceed our client’s expectations. By building relationships through Twitter, Facebook, and our online community, we have increased customer loyalty which is reflected in our 77% Top 2 Box Likelihood to Recommend and 88% Top 2 Box customer satisfaction client survey results.

 

Screenshot from http://twitter.com/telussupport

 

As we, from a social service standpoint, were getting more and more involved in delivering customer experience and support through engagement, we found that we needed tools and technologies focused on engagement to suit the needs of this growing channel.

 

To that end, in the back half of 2012, we undertook an evaluation of a multitude of social tools to not only underpin our engagement and customer experience needs, but also to grow our social capabilities. We selected Lithium Social Web as the best tool for our needs based on routing, case management, tagging, and reporting. These capabilities not only empowered the operational teams to really own social engagement, but also gave them credibility internally.

 

In early 2013, LSW was implemented, enabling our operational team with clear lines of accountability and responsibility on a case by case basis, also giving us insight to volumes, times, and topics of conversation. Supported by this capability, we opened our historically closed Facebook wall to customer posts, allowing customers another communication channel with TELUS, and in to a sustainable workflow process.

 

To further our strategy of putting customers first and our goals of delivering strong social experiences, we began work on the TELUS Neighbourhood, a Lithium community, in March of 2013. Launching in June, our community serves as an opportunity to ensure support content does not expire/evaporate as it does on Twitter (due to Twitter’s velocity), as well as to enable the growth of superusers and brand advocates. Further, we can leverage it as a draw to bring social experiences on-domain, closer to self serve capabilities and to shopping.

 

Screenshot from http://forum.telus.com

 

Our efforts in the social space have taught us the need to develop people and skillsets directly related to social service. To that end, we are developing a formalized team (outside of the typical contact centre agent pool) with a distinct mandate, learning and development track, and set of success metrics to properly grow and sustain our social service efforts. This team will own all operational activity, and will continue the active collaboration with PR and marketing teams.

 

As we move in to 2014, we are finding new ways to leverage social insights internally. We are partnered with web teams, as our community activities demonstrate content customers are most hungry for, based on authorship and views, which inform web development and content authoring/promotion. Operational enablement teams are also receiving our feedback and insights to better tune our processes.

 

Additionally, we are able to springboard off of our community design and internal partnerships to launch TELUS Ideas, providing us yet another stream of insights in to the customer experience, directly from customers. This, coupled with our work to introduce a gamification strategy, continues to unite the organization internally to better hear and serve our customers.

 

In 2013:

  • Twitter
    • 56k+ engagements
    • Ended year by reaching an average total response time of 25 minutes in Q4
    • Quality survey results say:
      • If a colleague, friend or family member were looking for services such as home phone, Internet, TV or Wireless, what is the likelihood that you would recommend TELUS to them? 77% Top 2 Box
      • How would you rate the performance of the TELUS social media support agent for the level of service you received? 88% Top 2 Box
      • After your experience with TELUS’ social media support team, how likely are you to share your experience with others? 86% Top 2 Box
  • Facebook
    • 6.3k+ engagements
    • Ended year by reaching an average total response time of 118 minutes in Q4
  • TELUS Neighbourhood (Lithium Community)
    • June launch
    • 5.6k+ forum posts
    • 1.3k+ Accepted Solutions
    • Estimated 28.7k+ live contacts displaced
    • 11k+ completed registrations, 254k+ logins

 


Company: TELUS 

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

Community: TELUS Neighbourhood (forum.telus.com

Lithy category: Excellence in Customer Satisfaction 

 

At TELUS, we put customers first – This is underlined by our Customer Declaration.

 

We're not perfect, but our employees are deeply motivated to consistently delight our customers. We know that getting better means making sure we're listening to you.

 

That’s why we’re embracing new ideas that will make your TELUS experience better, everyday. We’re on a journey to build on your trust by being clear, helpful and dependable.

 

In other words, at TELUS, we put you first.

 

Within TELUS, our social media team plays an important role in bringing our Customer Declaration to life.

 

In 2010, we started listening and responding to customer mentions of “telus” on Twitter. This was done using our enterprise platform (Radian6) with a very small team of contact centre agents, looking at only our Mobility line of business.

As we gained experience and the channel became more active, we found we could not only serve customers, but also exceed their expectations by listening to discussions and engaging.

 

In 2012, we added additional agents to support Home Services and created more robust processes to enable communication and hand-offs between operations, public relations/corporate communications, and marketing. These processes have evolved into meaningful partnerships, with the business aligning behind common goals of putting our customers first, and having teams that historically did not inter-operate collaborate on a daily basis.

 

Having established a uniquely agile and cross functional team, we have been able to consistently exceed our client’s expectations. By building relationships through Twitter, Facebook, and our online community, we have increased customer loyalty which is reflected in our 77% Top 2 Box Likelihood to Recommend and 88% Top 2 Box customer satisfaction client survey results.

 

Screenshot from http://twitter.com/telussupport

 

As we, from a social service standpoint, were getting more and more involved in delivering customer experience and support through engagement, we found that we needed tools and technologies focused on engagement to suit the needs of this growing channel.

 

To that end, in the back half of 2012, we undertook an evaluation of a multitude of social tools to not only underpin our engagement and customer experience needs, but also to grow our social capabilities. We selected Lithium Social Web as the best tool for our needs based on routing, case management, tagging, and reporting. These capabilities not only empowered the operational teams to really own social engagement, but also gave them credibility internally.

 

In early 2013, LSW was implemented, enabling our operational team with clear lines of accountability and responsibility on a case by case basis, also giving us insight to volumes, times, and topics of conversation. Supported by this capability, we opened our historically closed Facebook wall to customer posts, allowing customers another communication channel with TELUS, and in to a sustainable workflow process.

 

To further our strategy of putting customers first and our goals of delivering strong social experiences, we began work on the TELUS Neighbourhood, a Lithium community, in March of 2013. Launching in June, our community serves as an opportunity to ensure support content does not expire/evaporate as it does on Twitter (due to Twitter’s velocity), as well as to enable the growth of superusers and brand advocates. Further, we can leverage it as a draw to bring social experiences on-domain, closer to self serve capabilities and to shopping.

 

Screenshot from http://forum.telus.com

 

Our efforts in the social space have taught us the need to develop people and skillsets directly related to social service. To that end, we are developing a formalized team (outside of the typical contact centre agent pool) with a distinct mandate, learning and development track, and set of success metrics to properly grow and sustain our social service efforts. This team will own all operational activity, and will continue the active collaboration with PR and marketing teams.

 

As we move in to 2014, we are finding new ways to leverage social insights internally. We are partnered with web teams, as our community activities demonstrate content customers are most hungry for, based on authorship and views, which inform web development and content authoring/promotion. Operational enablement teams are also receiving our feedback and insights to better tune our processes.

 

Additionally, we are able to springboard off of our community design and internal partnerships to launch TELUS Ideas, providing us yet another stream of insights in to the customer experience, directly from customers. This, coupled with our work to introduce a gamification strategy, continues to unite the organization internally to better hear and serve our customers.

 

In 2013:

  • Twitter
    • 56k+ engagements
    • Ended year by reaching an average total response time of 25 minutes in Q4
    • Quality survey results say:
      • If a colleague, friend or family member were looking for services such as home phone, Internet, TV or Wireless, what is the likelihood that you would recommend TELUS to them? 77% Top 2 Box
      • How would you rate the performance of the TELUS social media support agent for the level of service you received? 88% Top 2 Box
      • After your experience with TELUS’ social media support team, how likely are you to share your experience with others? 86% Top 2 Box
  • Facebook
    • 6.3k+ engagements
    • Ended year by reaching an average total response time of 118 minutes in Q4
  • TELUS Neighbourhood (Lithium Community)
    • June launch
    • 5.6k+ forum posts
    • 1.3k+ Accepted Solutions
    • Estimated 28.7k+ live contacts displaced
    • 11k+ completed registrations, 254k+ logins

 

Status:
2014 Lithy Submission

Lithys 2014: DenizBank - Excellence in Customer Sa...

By JaniceK

Lithys 2014: DenizBank - Excellence in Customer Satisfaction

Status: 2014 Lithy Submission
by Lithium Technologies JaniceK ‎04-25-2014 11:16 AM - edited ‎05-05-2014 10:57 AM

Company: DenizBank  

Entry submitted by: Ebru Urunga, Manager at Customer Satisfaction

LSW: https://twitter.com/DenizBank and https://tr-tr.facebook.com/DenizBank

Lithy category: Excellence in Customer Satisfaction

 

DenizBank was founded in 1938 as a state-owned bank in order to provide funding for the developing Turkish maritime sector. Acquired by Zorlu Holding from the Privatization Administration as a banking license in early 1997, DenizBank was further acquired in October 2006 by Dexia, a leading financial group in Europe. Continuing its activities under Dexia umbrella for 6 years, DenizBank operates as from 28 September 2012 under the roof of Sberbank, the biggest and deepest-rooted bank in Russia. As of July 1st, 2013; consumer banking portfolio of Citi Turkey with more than 600 thousand customers and nearly 1400 employees were transferred to DenizBank.

 

The innovative and reformist strategy is our dominant qualification in the market. We are happy to rank the 5th largest private bank in Turkey according to consolidated asset size from a bank without branches, employees or customers, in only 17 years which is considered very short for our sector. We place our customers at the heart of all activities and work towards offering highest benefit to their lives in the quickest way under a single roof with the most advanced banking products in line with our financial supermarket understanding.

 

Integrating digital and mobile technologies to our products and services is among our priorities. We work towards creating, rather than following trends and place digital & mobile technologies at the very heart of our operations in order both to ease our business practices and render people’s lives more beautiful at Deniz. As a reflection of this vision, we brought in such an innovative project as Facebook Banking to the banking industry not only in Turkey, but throughout the world; realized a breakthrough by accepting credit applications through “Direct Message” at Twitter, one of the most widely used social network websites in the world. We actualized our unique “mobile wallet” application FastPay that enables everyone to make money transfer whether they are DenizBank clients or not. In short, we shaped our whole road map for our customers to benefit more conveniently from the gifts of the mobile and digital world.

 

In addition, we have been placed among the top 3 most praised banks in the sector by Capital Magazine, the prestigious publication of business world in Turkey. Alongside our innovative approach in Digital Banking; we have been placed among the top 3 most praised banks in the sector by Capital Magazine, the prestigious publication of business world in Turkey.

 

The rise of DenizBank having undersigned many success stories with its fast and accessible solutions, excellent service quality and unconditional customer satisfaction philosophy will continue under Sberbank roof from now on… Dozens of achievements that we have realized so far give us an indescribable excitement as the guarantee of the triumphs we shall accomplish in the future. In the new era, we will continue to move towards our target to be among the top players of Turkey. As our motto “Life is beautiful at Deniz” explains, we will carry on working to become the “bank at the hearts of people”.

 

Lithium helps companies unlock the passion of their customers. Lithium software powers amazing Social Customer Experiences for more than 400 iconic brands and supports companies grow brand advocacy, drive sales, reduce costs and accelerate innovation to create social communities that redefine the customer experience.

 

The new Lithium brings together trusted people and trusted content to create an exchange of shared value and a more complete measure of reputation. Most importantly – and what really fires us up – is that this acquisition helps Lithium put the power back into consumers’ hands in a real way that delivers real benefits to consumers as well as brands.

 

We know that corporations that tap into their socially empowered customers stand to gain advantage on their socially reluctant competitors in ways beyond just reducing customer support costs. They’ve realized that customer engagement means real, topline growth and that customers who actively engage with brands, products and services are not only loyal advocates, they also spend more. If a business wants to continue to succeed, she needs to innovate and grow and to do that you need to get serious about social.

 

There’s a growing realization that people don’t want to engage with website marketing copy. They’re seeking to engage their peers and learn from their real experiences. Because that’s what they trust—shared human stories relevant to their personal experiences.  And that is the ultimate moment of truth for brands seeking success with the new customer everyone needs to understand today: Generation C.

 

Social networking will carry us one step forward in Turkey as we have many social media users in our country. We as a bank knows that when we gain the trust of the customers and when we understand them, we will be the bank at the hearts of the people.

 

We care about our customers’  thoughts and ideas.  Our focus is excellence in client service and as a result of this we are the first Bank in Turkey who makes surveys thru Social Media. We listen the customers in every area and provide them solutions proactively. We are aware of the value of experienced staff and we built up a dedicated team for Social media service. They have also separate trainings by professional agencies about social media trends and way of behaving. With the help of Lithium features, they are more aware and flexible with the priorities.

 

 

Denizbank knows that, we should be more integrated with social media and provide the best service in that area, to be strong in the digitilization and mobilization age. With this awareness , we recognized the power and privileges of Lithium. We can manage what we can measure and Lithium provides this in very basic and feasible way. We can follow the real time queue backlogs and take necessary actions immediately. If the conversation is not related with us or is not in our scope, we can classify all of these and delete them in one shot by saving time of supervisor. So we can focus with the real claim or complaint of the customers.

 

Word of mouth is a very effective power and social media area holds this by impressing very huge crowds with no cost. This channel becomes a very important candidate which run rings around the other channels by delivering fast and best service wherever our customer or whenever he/she wants to reach us in a very easy way. We improved our quality by the support of Lithium and increased our satisfied customers’ numbers.

 

In our point of view, customer satisfaction is far beyond resolving complaints and we have increased our customer satisfaction by 22%.

 

As we are the 1st  ranking country in Twitter and 2nd ranking country in social media usage in the World, we have a significant number of customers who actively use social media. With the help of Lithium’s flexibility we can process 19% more conversations than before.

 

We started to manage all accounts in one program which provided a 24% increase in agent productivity.

 

Frequent templates have been defined into the system and supply a 30 second savings for each notice by making easier knowledge contribution. Decreasing unrelated conversations provides agents the ability to deal with the real customer claims and complaints, and this feature resulted in a 25% improvement in agent response time.

 

Previously one staff member was checking all conversations and then measuring and reporting the metrics manually. But with Lithium’s privileges, the monitoring became easier and we had a 53% FTE savings.

 

Supervision management and reporting has the ability of online monitoring and being alert in any capacity issues or crisis environment. Real time queue backlogs can be followed up easily. This provides us the ability to take the necessary action where and when necessary.


Company: DenizBank  

Entry submitted by: Ebru Urunga, Manager at Customer Satisfaction

LSW: https://twitter.com/DenizBank and https://tr-tr.facebook.com/DenizBank

Lithy category: Excellence in Customer Satisfaction

 

DenizBank was founded in 1938 as a state-owned bank in order to provide funding for the developing Turkish maritime sector. Acquired by Zorlu Holding from the Privatization Administration as a banking license in early 1997, DenizBank was further acquired in October 2006 by Dexia, a leading financial group in Europe. Continuing its activities under Dexia umbrella for 6 years, DenizBank operates as from 28 September 2012 under the roof of Sberbank, the biggest and deepest-rooted bank in Russia. As of July 1st, 2013; consumer banking portfolio of Citi Turkey with more than 600 thousand customers and nearly 1400 employees were transferred to DenizBank.

 

The innovative and reformist strategy is our dominant qualification in the market. We are happy to rank the 5th largest private bank in Turkey according to consolidated asset size from a bank without branches, employees or customers, in only 17 years which is considered very short for our sector. We place our customers at the heart of all activities and work towards offering highest benefit to their lives in the quickest way under a single roof with the most advanced banking products in line with our financial supermarket understanding.

 

Integrating digital and mobile technologies to our products and services is among our priorities. We work towards creating, rather than following trends and place digital & mobile technologies at the very heart of our operations in order both to ease our business practices and render people’s lives more beautiful at Deniz. As a reflection of this vision, we brought in such an innovative project as Facebook Banking to the banking industry not only in Turkey, but throughout the world; realized a breakthrough by accepting credit applications through “Direct Message” at Twitter, one of the most widely used social network websites in the world. We actualized our unique “mobile wallet” application FastPay that enables everyone to make money transfer whether they are DenizBank clients or not. In short, we shaped our whole road map for our customers to benefit more conveniently from the gifts of the mobile and digital world.

 

In addition, we have been placed among the top 3 most praised banks in the sector by Capital Magazine, the prestigious publication of business world in Turkey. Alongside our innovative approach in Digital Banking; we have been placed among the top 3 most praised banks in the sector by Capital Magazine, the prestigious publication of business world in Turkey.

 

The rise of DenizBank having undersigned many success stories with its fast and accessible solutions, excellent service quality and unconditional customer satisfaction philosophy will continue under Sberbank roof from now on… Dozens of achievements that we have realized so far give us an indescribable excitement as the guarantee of the triumphs we shall accomplish in the future. In the new era, we will continue to move towards our target to be among the top players of Turkey. As our motto “Life is beautiful at Deniz” explains, we will carry on working to become the “bank at the hearts of people”.

 

Lithium helps companies unlock the passion of their customers. Lithium software powers amazing Social Customer Experiences for more than 400 iconic brands and supports companies grow brand advocacy, drive sales, reduce costs and accelerate innovation to create social communities that redefine the customer experience.

 

The new Lithium brings together trusted people and trusted content to create an exchange of shared value and a more complete measure of reputation. Most importantly – and what really fires us up – is that this acquisition helps Lithium put the power back into consumers’ hands in a real way that delivers real benefits to consumers as well as brands.

 

We know that corporations that tap into their socially empowered customers stand to gain advantage on their socially reluctant competitors in ways beyond just reducing customer support costs. They’ve realized that customer engagement means real, topline growth and that customers who actively engage with brands, products and services are not only loyal advocates, they also spend more. If a business wants to continue to succeed, she needs to innovate and grow and to do that you need to get serious about social.

 

There’s a growing realization that people don’t want to engage with website marketing copy. They’re seeking to engage their peers and learn from their real experiences. Because that’s what they trust—shared human stories relevant to their personal experiences.  And that is the ultimate moment of truth for brands seeking success with the new customer everyone needs to understand today: Generation C.

 

Social networking will carry us one step forward in Turkey as we have many social media users in our country. We as a bank knows that when we gain the trust of the customers and when we understand them, we will be the bank at the hearts of the people.

 

We care about our customers’  thoughts and ideas.  Our focus is excellence in client service and as a result of this we are the first Bank in Turkey who makes surveys thru Social Media. We listen the customers in every area and provide them solutions proactively. We are aware of the value of experienced staff and we built up a dedicated team for Social media service. They have also separate trainings by professional agencies about social media trends and way of behaving. With the help of Lithium features, they are more aware and flexible with the priorities.

 

 

Denizbank knows that, we should be more integrated with social media and provide the best service in that area, to be strong in the digitilization and mobilization age. With this awareness , we recognized the power and privileges of Lithium. We can manage what we can measure and Lithium provides this in very basic and feasible way. We can follow the real time queue backlogs and take necessary actions immediately. If the conversation is not related with us or is not in our scope, we can classify all of these and delete them in one shot by saving time of supervisor. So we can focus with the real claim or complaint of the customers.

 

Word of mouth is a very effective power and social media area holds this by impressing very huge crowds with no cost. This channel becomes a very important candidate which run rings around the other channels by delivering fast and best service wherever our customer or whenever he/she wants to reach us in a very easy way. We improved our quality by the support of Lithium and increased our satisfied customers’ numbers.

 

In our point of view, customer satisfaction is far beyond resolving complaints and we have increased our customer satisfaction by 22%.

 

As we are the 1st  ranking country in Twitter and 2nd ranking country in social media usage in the World, we have a significant number of customers who actively use social media. With the help of Lithium’s flexibility we can process 19% more conversations than before.

 

We started to manage all accounts in one program which provided a 24% increase in agent productivity.

 

Frequent templates have been defined into the system and supply a 30 second savings for each notice by making easier knowledge contribution. Decreasing unrelated conversations provides agents the ability to deal with the real customer claims and complaints, and this feature resulted in a 25% improvement in agent response time.

 

Previously one staff member was checking all conversations and then measuring and reporting the metrics manually. But with Lithium’s privileges, the monitoring became easier and we had a 53% FTE savings.

 

Supervision management and reporting has the ability of online monitoring and being alert in any capacity issues or crisis environment. Real time queue backlogs can be followed up easily. This provides us the ability to take the necessary action where and when necessary.

Status:
2014 Lithy Submission

Lithys 2014: Google Glass - Most Creative Promotio...

By JaniceK

Company: Google Glass 

Entry submitted by: Sarah Price (sarahprice) Social Media & Community Lead and Teresa Zazenski (tzazenski) Community Manager

Community: Glass Explorers Program (http://glass-community.com)

Lithy category: Most Creative Promotion or Launch 

 

Entry for 50 States video:

 

 

The Glass Explorers Program started in April 2013. We made Glass available to bold, creative individuals from different walks of life to help shape the future of Glass. People don’t just buy Glass, they become a “Glass Explorer.” Through the Explorers Program, we seek to empower our customer community to introduce the world to Glass and share their feedback to make Glass better.

 

On October 12, 2013, we announced that we would be expanding the Explorer Program. Customers would be able to refer up to three friends to buy Glass and join the Explorer Program.

 

There are countless public fan communities for Glass, but our official community is hosted by Lithium, with private discussion areas restricted to Glass Explorers. This enables customers to have open and honest conversations about Glass and the Explorer Program. Our team uses our Lithium community to get direct feedback and input from our Explorers in many ways, including through a “Glass Wishlist” ideation board. We also use Lithium Social Web to monitor and engage with feedback and Explorer-created content across the web.

 

Our community of Explorers is the heart of our program, so for certain key Explorer Program milestones, we have invited our Explorers to share content with us that we used to create a community-driven launch video for our marketing efforts. These videos focus on the Explorers and show the world who makes up our community. They also show our Explorers how important they are to our team and to the program, especially in times of change: both milestones involved expansion of the Explorer Program. This makes the change a bit less scary and helps our veteran customers to welcome our new customers. We directly asked for new submissions in our community, and also used Lithium Social Web to identify additional Explorer content that fits into our theme.

 

50 States [Through Google Glass] announced the launch of Explorer referrals, where each Explorer was allowed to invite 3 friends to join the Explorer Program. Explorers had been asking for invitations, and were also a key driving force in bringing new Explorers to the program. We wanted to illustrate the diversity of our Explorers and thank them for their feedback and participation. The creation of this video also was an experiment to see what would happen if we asked our Explorers for help: would we see increased engagement?

 

 

We were very pleased with the engagement that resulted from the campaign, and the finished product reflected our values and the heart of the Explorer Program. We saw a dramatic increase in community engagement during the campaign. When we were falling short of our goal to get a video from each state, our community rallied to find customers in the missing states, demonstrating their deep engagement and passion. We eventually received the 50th state shortly after the official end of the campaign, in time to include all 50 states in the final compilation.

 

  •       Video was released on October 12, 2013 and has 128k views as of April 24, 2014 (live for 6 months).
  •       For all community members who viewed the call to action, we saw a submission rate of 18%.
  •       While we were taking submissions, we observed a 7x boost in community engagement, with a 21% increase in engagement from key customers.
  •       Our stated goal was to obtain submissions from each state in the US within two weeks. We achieved 49 of 50 by the end of the campaign, with the 50th state arriving the following week, in time to be included in the final video compilation.

 

 


Company: Google Glass 

Entry submitted by: Sarah Price (sarahprice) Social Media & Community Lead and Teresa Zazenski (tzazenski) Community Manager

Community: Glass Explorers Program (http://glass-community.com)

Lithy category: Most Creative Promotion or Launch 

 

Entry for 50 States video:

 

 

The Glass Explorers Program started in April 2013. We made Glass available to bold, creative individuals from different walks of life to help shape the future of Glass. People don’t just buy Glass, they become a “Glass Explorer.” Through the Explorers Program, we seek to empower our customer community to introduce the world to Glass and share their feedback to make Glass better.

 

On October 12, 2013, we announced that we would be expanding the Explorer Program. Customers would be able to refer up to three friends to buy Glass and join the Explorer Program.

 

There are countless public fan communities for Glass, but our official community is hosted by Lithium, with private discussion areas restricted to Glass Explorers. This enables customers to have open and honest conversations about Glass and the Explorer Program. Our team uses our Lithium community to get direct feedback and input from our Explorers in many ways, including through a “Glass Wishlist” ideation board. We also use Lithium Social Web to monitor and engage with feedback and Explorer-created content across the web.

 

Our community of Explorers is the heart of our program, so for certain key Explorer Program milestones, we have invited our Explorers to share content with us that we used to create a community-driven launch video for our marketing efforts. These videos focus on the Explorers and show the world who makes up our community. They also show our Explorers how important they are to our team and to the program, especially in times of change: both milestones involved expansion of the Explorer Program. This makes the change a bit less scary and helps our veteran customers to welcome our new customers. We directly asked for new submissions in our community, and also used Lithium Social Web to identify additional Explorer content that fits into our theme.

 

50 States [Through Google Glass] announced the launch of Explorer referrals, where each Explorer was allowed to invite 3 friends to join the Explorer Program. Explorers had been asking for invitations, and were also a key driving force in bringing new Explorers to the program. We wanted to illustrate the diversity of our Explorers and thank them for their feedback and participation. The creation of this video also was an experiment to see what would happen if we asked our Explorers for help: would we see increased engagement?

 

 

We were very pleased with the engagement that resulted from the campaign, and the finished product reflected our values and the heart of the Explorer Program. We saw a dramatic increase in community engagement during the campaign. When we were falling short of our goal to get a video from each state, our community rallied to find customers in the missing states, demonstrating their deep engagement and passion. We eventually received the 50th state shortly after the official end of the campaign, in time to include all 50 states in the final compilation.

 

  •       Video was released on October 12, 2013 and has 128k views as of April 24, 2014 (live for 6 months).
  •       For all community members who viewed the call to action, we saw a submission rate of 18%.
  •       While we were taking submissions, we observed a 7x boost in community engagement, with a 21% increase in engagement from key customers.
  •       Our stated goal was to obtain submissions from each state in the US within two weeks. We achieved 49 of 50 by the end of the campaign, with the 50th state arriving the following week, in time to be included in the final video compilation.

 

 

Status:
2014 Lithy Submission

Lithys 2014: Aruba Networks - Lithium Platform Inn...

By JaniceK

Lithys 2014: Aruba Networks - Lithium Platform Innovator

Status: 2014 Lithy Submission
by Lithium Technologies JaniceK ‎04-25-2014 02:15 PM - edited ‎05-05-2014 12:22 PM

Company: Aruba Networks 

Entry submitted by: Sean A Rynearson (srynearson) Chief Airhead

Community: Airheads Community (http://community.arubanetworks.com)

Lithy category: Lithium Platform Innovator

 

We believe that buying a product is just the first step. A User needs support after the buy. Community is a more efficient way of supporting end customers.

 

Lithium helps us reach our customer and answer their questions in a cost effective manner. 

 

 

Hi, I am Sean Rynearson, Chief Airheads for Aruba Networks. That is just a fancy way of saying I am the community manager. This is our submission to the Lithium Platform Innovator Lithy.

 

We believe that buying a product is just the first step. A User needs support after the purchase. An online community is a more efficient way of supporting end customers. Lithium helps us reach our customers and answer their questions in a cost effective manner. 

 

Our online community is very important to us. It is a place for Aruba customers, partners, and employees to connect and discuss Wireless and networking technology.

 

I started off my career as a contracting engineer working on Aruba gear. Many times I have depended on the Airheads Community to help me solve technical problems.  

 

We currently have over 4000 unique logins this year, 450 unique participants every month with over 300 thousand active views a month. Our community is growing fast.

 

Our web-based community is amazing, but the times have changed. Or Users are not always in the office or on their laptop. We call this new concept #GenMobile .

 

Users need the same functionality on the go as they do on their laptop. Mobile browser interface is ok but we needed something with more usability. Something that is more intimate with the user. 

 

Introducing the New Airheads Mobile App. 

 

 

Using Lithiums REST API and the user/message calls we were able to build a mobile experience that gave users competing functionality over the Web based Interface.

 

We implemented some key Community function:

  • Single Sign-on Support
  • Full menu support
  • Multiple discussion board functionality
  • Knowledge base access
  • Blogs
  • Events
  • Incredible search

 

Community Functionality is great but we also threw in some amazing user functionality:

  • User Posts and comment 
  • Kudos
  • Share on social media
  • Friends
  • Private messages
  • User Profiles

 

Is our Community now #Genmobile Ready?

  • Mobile Community Functionality-- Check
  • Mobile User Functionality-- Check
  • Amazing online members-- Check

We are good to go.

 

With the combination of community and user functionality along with the great minds of our online members, we have a solid community no matter if you are on the go or in the office.

 

Feel free to try out our new Airheads Mobile APP.  And send us feedback. Thank you.

 

Our business results

  • 1300 unique app logins within the first month
  • 2000 downloads

 

Watch our video here: 


Company: Aruba Networks 

Entry submitted by: Sean A Rynearson (srynearson) Chief Airhead

Community: Airheads Community (http://community.arubanetworks.com)

Lithy category: Lithium Platform Innovator

 

We believe that buying a product is just the first step. A User needs support after the buy. Community is a more efficient way of supporting end customers.

 

Lithium helps us reach our customer and answer their questions in a cost effective manner. 

 

 

Hi, I am Sean Rynearson, Chief Airheads for Aruba Networks. That is just a fancy way of saying I am the community manager. This is our submission to the Lithium Platform Innovator Lithy.

 

We believe that buying a product is just the first step. A User needs support after the purchase. An online community is a more efficient way of supporting end customers. Lithium helps us reach our customers and answer their questions in a cost effective manner. 

 

Our online community is very important to us. It is a place for Aruba customers, partners, and employees to connect and discuss Wireless and networking technology.

 

I started off my career as a contracting engineer working on Aruba gear. Many times I have depended on the Airheads Community to help me solve technical problems.  

 

We currently have over 4000 unique logins this year, 450 unique participants every month with over 300 thousand active views a month. Our community is growing fast.

 

Our web-based community is amazing, but the times have changed. Or Users are not always in the office or on their laptop. We call this new concept #GenMobile .

 

Users need the same functionality on the go as they do on their laptop. Mobile browser interface is ok but we needed something with more usability. Something that is more intimate with the user. 

 

Introducing the New Airheads Mobile App. 

 

 

Using Lithiums REST API and the user/message calls we were able to build a mobile experience that gave users competing functionality over the Web based Interface.

 

We implemented some key Community function:

  • Single Sign-on Support
  • Full menu support
  • Multiple discussion board functionality
  • Knowledge base access
  • Blogs
  • Events
  • Incredible search

 

Community Functionality is great but we also threw in some amazing user functionality:

  • User Posts and comment 
  • Kudos
  • Share on social media
  • Friends
  • Private messages
  • User Profiles

 

Is our Community now #Genmobile Ready?

  • Mobile Community Functionality-- Check
  • Mobile User Functionality-- Check
  • Amazing online members-- Check

We are good to go.

 

With the combination of community and user functionality along with the great minds of our online members, we have a solid community no matter if you are on the go or in the office.

 

Feel free to try out our new Airheads Mobile APP.  And send us feedback. Thank you.

 

Our business results

  • 1300 unique app logins within the first month
  • 2000 downloads

 

Watch our video here: 

Status:
2014 Lithy Submission

Lithys 2014: Rogers - Digital Strategy Leader

By JaniceK

Lithys 2014: Rogers - Digital Strategy Leader

Status: 2014 Lithy Submission
by Lithium Technologies JaniceK ‎03-24-2014 01:49 PM - last edited on ‎04-28-2014 08:52 AM by Moderator Moderator

Company: Rogers 

Entry submitted by: Margaret Tsuji (MargaretT) Community Manager

Community: Rogers Community Forums (communityforums.rogers.com)

Lithy category: Digital Strategy Leader

 

 

Rogers is a diversified Canadian communications and media company. We are Canada’s largest provider of wireless voice and data communications services and one of Canada’s leading providers of cable television, high speed internet and telephony services. Through Rogers Media, we are engaged in radio and television broadcasting, televised shopping, magazines and trade publications, sports entertainment, and digital media.

 

Our goal is to be first to easily connect Canadians with what matters next and we offer better ways of living and working to Canadians who embrace technology.  

 

Creating a better customer experience is one of our corporate strategies. As such, in August 2013, we launched Rogers Idea Box which is a co-creation platform based on Lithium's idea exchange technology. Idea Box lives within the Rogers Community Forums and is a place where users can submit/comment/vote on ideas to improve customer service and support, Rogers.com, the MyAccount App, and Rogers Stores.         

 

 

 

We are the only major Canadian telcommunications company to host a co-creation platform/idea exchange. 

 

Idea Box was so successful that we were also able to leverage it to collect ideas about the community forums itself (and we were able to archive the "Community Feedback" board).  And we are now looking at expanding Idea Box to include categories such as products, services, and pricing. Furthermore, we are now being approached by other areas of the business who want to leverage Idea Box.

 

When customers provide feedback to us via Twitter or Facebook, we now have a place to point them to; Idea Box is a place where they feel their ideas will be heard and not just a virtual suggestion box.

 

Idea Box's impact to our business:

- We have received over 170 ideas in six months; 11 ideas have been launched, 9 are being reviewed and 8 are in progress.

- Without doing a splashy PR campaign, news of Idea Box's launch was picked up by sites like Mobile Syrup and Eye on Mobility with comments like “It’s one more way that Rogers is trying to improve the dialogue with its customers.” and “This could be a step forward for customer service.”

- Launching Idea Box drove traffic to our community in a normally quiet time of the year; the week Idea Box launched, we saw a 22% increase in page views and a 10% increase in unique visitors.  Traffic during Idea Box launch week was actually higher than our usual peak time around the iPhone launch!

- We’ve even seen users going to other forums to ‘share’ their idea and encourage votes!  http://www.dslreports.com/forum/r28993963-Rogers-Standalone-Modem-Ideabox

 

 

 

 


Company: Rogers 

Entry submitted by: Margaret Tsuji (MargaretT) Community Manager

Community: Rogers Community Forums (communityforums.rogers.com)

Lithy category: Digital Strategy Leader

 

 

Rogers is a diversified Canadian communications and media company. We are Canada’s largest provider of wireless voice and data communications services and one of Canada’s leading providers of cable television, high speed internet and telephony services. Through Rogers Media, we are engaged in radio and television broadcasting, televised shopping, magazines and trade publications, sports entertainment, and digital media.

 

Our goal is to be first to easily connect Canadians with what matters next and we offer better ways of living and working to Canadians who embrace technology.  

 

Creating a better customer experience is one of our corporate strategies. As such, in August 2013, we launched Rogers Idea Box which is a co-creation platform based on Lithium's idea exchange technology. Idea Box lives within the Rogers Community Forums and is a place where users can submit/comment/vote on ideas to improve customer service and support, Rogers.com, the MyAccount App, and Rogers Stores.         

 

 

 

We are the only major Canadian telcommunications company to host a co-creation platform/idea exchange. 

 

Idea Box was so successful that we were also able to leverage it to collect ideas about the community forums itself (and we were able to archive the "Community Feedback" board).  And we are now looking at expanding Idea Box to include categories such as products, services, and pricing. Furthermore, we are now being approached by other areas of the business who want to leverage Idea Box.

 

When customers provide feedback to us via Twitter or Facebook, we now have a place to point them to; Idea Box is a place where they feel their ideas will be heard and not just a virtual suggestion box.

 

Idea Box's impact to our business:

- We have received over 170 ideas in six months; 11 ideas have been launched, 9 are being reviewed and 8 are in progress.

- Without doing a splashy PR campaign, news of Idea Box's launch was picked up by sites like Mobile Syrup and Eye on Mobility with comments like “It’s one more way that Rogers is trying to improve the dialogue with its customers.” and “This could be a step forward for customer service.”

- Launching Idea Box drove traffic to our community in a normally quiet time of the year; the week Idea Box launched, we saw a 22% increase in page views and a 10% increase in unique visitors.  Traffic during Idea Box launch week was actually higher than our usual peak time around the iPhone launch!

- We’ve even seen users going to other forums to ‘share’ their idea and encourage votes!  http://www.dslreports.com/forum/r28993963-Rogers-Standalone-Modem-Ideabox

 

 

 

 

Status:
2014 Lithy Winner

Lithys 2014: K2 - Best Community Design

By JaniceK

Lithys 2014: K2 - Best Community Design

Status: 2014 Lithy Winner
by Lithium Technologies JaniceK ‎04-25-2014 11:46 AM - edited ‎04-28-2014 11:46 AM

Company: K2 

Entry submitted by: Todd Lilienthal (toddlilienthal) Director of Digital Strategy

Community: K2 Community (Community.k2.com)

Lithy category: Best Community Design

 

 

K2 software allows people to build and run business process applications, including forms, workflow, data and reports. Across enterprises and within departments, K2 customers are rapidly transforming their companies with applications that allocate work to the right people, with all the information they need to make great decisions.

 

With K2's visual tools, creating, launching and using the first K2 application is a snap. Reusable components ensure the next application delivers faster than the one before, and when the business needs change, it's easy to update your K2 apps to fit. More than a million users in 80-plus countries rely on K2 to streamline operations, save money and reduce risk. 

 

In March 2014, we launched community.K2.com. Our philosophy was to create a highly functional site with great user experience and a really clean design. We wanted to provide access to a large amount of information, while keeping it simple for the user. One of the core components to this philosophy is our prominent search bar. A large amount of information is only valuable if a user can easily find what they are looking for. With that in mind, we implemented Lithium’s predictive search and made it a stand-out feature on every page. In addition to the search being predictive, the search results page allows filtering by content type so that the user can further specify what they are looking for.

 

Our requirements started with the basic idea that it needed to be more than just a discussion forum. Our Lithium community includes forums, the K2 blog, a code sharing section (K2 Market), events calendar, and a resources section. We took design cues from our other digital properties, but wanted to make the community site stand out on its own as a great looking and very usable information hub.

 

We are very happy with the outcome and believe that we accomplished what we set out to do.  

 

Here is the homepage of Community.K2.com:

 

 

Our business goals are to boost user engagement and satisfaction, reduce support costs, and provide prospective customers with a resource that they can use when evaluating K2.

 

Within a week of our March 2014 launch, we experienced a huge increase in forum activity and resolved issues. The community has already become an amazing asset for our support team, allowing the community to assist each other.

 

We’ve seen increased engagement in our community as well as increased downloads inside of our “Market” section which allows user to share code and plugins that they’ve developed on the K2 platform. 

 

K2 led the strategy and implementation of this community in conjunction with Lithium and CloudSquads. We worked together to launch a best in class community site that is drastically different than any other community on the platform.

 

We looked at how the Lithium platform could be utilized and extended in order to provide our users with a bunch of functionality not normally found on a standard forum. We also made sure to only include features that we knew would be of value to our K2 audience. This resulted in a highly customized experience with a beautiful layout that gives our users everything they need and nothing that they don’t.

 

Every element of the K2 Community site was thought about individually as well as a part of the whole. The Forum, Blog, Market, Events Calendar, and Resources area all contribute to the experience by offering unique and valuable content while adhering to strict design and UI/UX standards.

 

Our metrics are already starting to prove the success of the new community.

 

Our first week on the new platform, we were seeing an average of 17 posts per day (88 posts for the week). All of our traffic was redirected from our old forum and was starting to pick up speed. Our old forum suffered from poor design, outdated functionality and user experience and our users were not motivated to use it to resolve their issues.

 

A month and a half later, the week of April 7th tallied an average of 41 posts per day (209 posts for the week). Many of the threads are leading to resolved issues and are helping to divert support tickets.

 

This is a 137% increase in weekly posts! We expect to see this trend continuing as we gain even more engagement from new and active users. 

 


Company: K2 

Entry submitted by: Todd Lilienthal (toddlilienthal) Director of Digital Strategy

Community: K2 Community (Community.k2.com)

Lithy category: Best Community Design

 

 

K2 software allows people to build and run business process applications, including forms, workflow, data and reports. Across enterprises and within departments, K2 customers are rapidly transforming their companies with applications that allocate work to the right people, with all the information they need to make great decisions.

 

With K2's visual tools, creating, launching and using the first K2 application is a snap. Reusable components ensure the next application delivers faster than the one before, and when the business needs change, it's easy to update your K2 apps to fit. More than a million users in 80-plus countries rely on K2 to streamline operations, save money and reduce risk. 

 

In March 2014, we launched community.K2.com. Our philosophy was to create a highly functional site with great user experience and a really clean design. We wanted to provide access to a large amount of information, while keeping it simple for the user. One of the core components to this philosophy is our prominent search bar. A large amount of information is only valuable if a user can easily find what they are looking for. With that in mind, we implemented Lithium’s predictive search and made it a stand-out feature on every page. In addition to the search being predictive, the search results page allows filtering by content type so that the user can further specify what they are looking for.

 

Our requirements started with the basic idea that it needed to be more than just a discussion forum. Our Lithium community includes forums, the K2 blog, a code sharing section (K2 Market), events calendar, and a resources section. We took design cues from our other digital properties, but wanted to make the community site stand out on its own as a great looking and very usable information hub.

 

We are very happy with the outcome and believe that we accomplished what we set out to do.  

 

Here is the homepage of Community.K2.com:

 

 

Our business goals are to boost user engagement and satisfaction, reduce support costs, and provide prospective customers with a resource that they can use when evaluating K2.

 

Within a week of our March 2014 launch, we experienced a huge increase in forum activity and resolved issues. The community has already become an amazing asset for our support team, allowing the community to assist each other.

 

We’ve seen increased engagement in our community as well as increased downloads inside of our “Market” section which allows user to share code and plugins that they’ve developed on the K2 platform. 

 

K2 led the strategy and implementation of this community in conjunction with Lithium and CloudSquads. We worked together to launch a best in class community site that is drastically different than any other community on the platform.

 

We looked at how the Lithium platform could be utilized and extended in order to provide our users with a bunch of functionality not normally found on a standard forum. We also made sure to only include features that we knew would be of value to our K2 audience. This resulted in a highly customized experience with a beautiful layout that gives our users everything they need and nothing that they don’t.

 

Every element of the K2 Community site was thought about individually as well as a part of the whole. The Forum, Blog, Market, Events Calendar, and Resources area all contribute to the experience by offering unique and valuable content while adhering to strict design and UI/UX standards.

 

Our metrics are already starting to prove the success of the new community.

 

Our first week on the new platform, we were seeing an average of 17 posts per day (88 posts for the week). All of our traffic was redirected from our old forum and was starting to pick up speed. Our old forum suffered from poor design, outdated functionality and user experience and our users were not motivated to use it to resolve their issues.

 

A month and a half later, the week of April 7th tallied an average of 41 posts per day (209 posts for the week). Many of the threads are leading to resolved issues and are helping to divert support tickets.

 

This is a 137% increase in weekly posts! We expect to see this trend continuing as we gain even more engagement from new and active users. 

 

Status:
2014 Lithy Submission

Lithys 2014: Telefonica - Digital Strategy Leader

By JaniceK

Lithys 2014: Telefonica - Digital Strategy Leader

Status: 2014 Lithy Submission
by Lithium Technologies JaniceK ‎03-23-2014 02:20 PM - last edited on ‎04-28-2014 08:52 AM by Moderator Moderator

Company: Telefonica 

Entry submitted by: Emilio Rodriguez Menendez (UT04546) Community Manager

Community: Comunidad Movistar (comunidad.movistar.es)

Lithy category: Digital Strategy Leader

 

 

Telefónica is one of the world leading integrated operators in the telecommunications sector, providing communication, information and entertainment solutions, with presence in Europe and Latin America. It operates in 24 countries. As of September 2013, Telefónica’s total number of customers amounted to 320.3 million.

 

Telefonica Spain’s 2014 goals focused on the following:

  • Reduce customer support telephone calls
  • Increase CSI in social environments
  • Increase commercial leads to homepage
  • Improve SEO positioning (especially for FTTH and 4G)
  • Improve the tone of the Internet buzz towards Movistar
  • Improve customer self-servicing 

Through our Lithium-powered community in 2013, we made significant improvements in SEO, traffic, and acquisition. We also achieved big wins in support savings (see our Support Savings MVP entry), in addition to CSI and CHI.

 

Community has positioned us as the SEO authority versus our competitors and local tech forums. (source: Opensite.org) 

 

 

We also rank highest amongst our competitors in metrics like best traffic and lowest bounce rate. (source: similarweb.com) 

 

 

 

18% of our homepage visits are generated by the community (source: alexa rank) 

 

 

 

Some additional quantifiable results:

-       Due to our community, our SEO traffic reached over 80% (top SEO positions in key words such as FTTH and 4G)

-       Community is responsible for an increase in commercial leads: 20,000 click-throughs from community to homepage (movistar.es) in 2013

-      Telefonica has added 2.2 million subscribers as of June 2013 with more than 3 million homes in Spain now equipped with Fusion, an integrated product offering that brings together broadband, mobile, landline, and television services all in 1 simple package. Not only did they see existing customers switch over to Fusion, but 56% of Fusion subscribers are newly acquired customers who took advantage of the wealth of information and peer advice on the community about the new product to help make their purchase decision. Web traffic referrals from the community to the purchase funnel increased by 20% during the 1st month of launch.

 

 

 


Company: Telefonica 

Entry submitted by: Emilio Rodriguez Menendez (UT04546) Community Manager

Community: Comunidad Movistar (comunidad.movistar.es)

Lithy category: Digital Strategy Leader

 

 

Telefónica is one of the world leading integrated operators in the telecommunications sector, providing communication, information and entertainment solutions, with presence in Europe and Latin America. It operates in 24 countries. As of September 2013, Telefónica’s total number of customers amounted to 320.3 million.

 

Telefonica Spain’s 2014 goals focused on the following:

  • Reduce customer support telephone calls
  • Increase CSI in social environments
  • Increase commercial leads to homepage
  • Improve SEO positioning (especially for FTTH and 4G)
  • Improve the tone of the Internet buzz towards Movistar
  • Improve customer self-servicing 

Through our Lithium-powered community in 2013, we made significant improvements in SEO, traffic, and acquisition. We also achieved big wins in support savings (see our Support Savings MVP entry), in addition to CSI and CHI.

 

Community has positioned us as the SEO authority versus our competitors and local tech forums. (source: Opensite.org) 

 

 

We also rank highest amongst our competitors in metrics like best traffic and lowest bounce rate. (source: similarweb.com) 

 

 

 

18% of our homepage visits are generated by the community (source: alexa rank) 

 

 

 

Some additional quantifiable results:

-       Due to our community, our SEO traffic reached over 80% (top SEO positions in key words such as FTTH and 4G)

-       Community is responsible for an increase in commercial leads: 20,000 click-throughs from community to homepage (movistar.es) in 2013

-      Telefonica has added 2.2 million subscribers as of June 2013 with more than 3 million homes in Spain now equipped with Fusion, an integrated product offering that brings together broadband, mobile, landline, and television services all in 1 simple package. Not only did they see existing customers switch over to Fusion, but 56% of Fusion subscribers are newly acquired customers who took advantage of the wealth of information and peer advice on the community about the new product to help make their purchase decision. Web traffic referrals from the community to the purchase funnel increased by 20% during the 1st month of launch.

 

 

 

Status:
2014 Lithy Winner

Lithys 2014: Telefonica - Support Savings MVP

By JaniceK

Lithys 2014: Telefonica - Support Savings MVP

Status: 2014 Lithy Winner
by Lithium Technologies JaniceK ‎03-23-2014 02:00 PM - last edited on ‎04-28-2014 08:53 AM by Moderator Moderator

Company: Telefonica                  

Entry submitted by: Emilio Rodriguez Menendez (UT04546) Community Manager

Community: Comunidad Movistar (comunidad.movistar.es)

Lithy category: Support Savings MVP

 

Telefónica is one of the world leading integrated operators in the telecommunications sector, providing communication, information and entertainment solutions, with presence in Europe and Latin America. It operates in 24 countries. As of September 2013, Telefónica’s total number of customers amounted to 320.3 million.

 

Telefonica Spain’s 2014 goals focused on the following:

  • Reduce customer support telephone calls 
  • Increase CSI in social environments
  • Increase commercial leads to homepage
  • Improve SEO positioning (especially for FTTH and 4G)
  • Improve the tone of the Internet buzz towards Movistar
  • Improve customer self-servicing 

Through our Lithium-powered community, we were primarily able to support our call reduction goal with significant cost savings in 2013. In addition, community has increased our CSI, CHI, and NPS, as well as acquisition and traffic. Here are some of our results in those areas (also see our Digital Strategy Leader entry for additional results):

 

-       Customers are thrilled with engaging with the service provider and peers in a thriving engagement hub. Our community boasts a Net Promoter Score (NPS) of 76% in response to the question “would you recommend us to your friends and family?”

-       Customer Satisfaction Index (CSI) of customers attended in the Community: 9.1

-       Community Health Index (CHI): stable over 700 during the last year (Top 5 in Telco Sector )

-       Telefonica’s landmark product, Movistar Fusion, an integrated offering that brings together broadband, mobile, landline, and television services all in 1 simple package, has achieved
successful results since the launch in October 2012. Before the official commercial launch, Fusion was introduced to the community for a few weeks prior as the central communication hub, where customers generated hundreds of posts ranging from billing questions to general excitement and feedback from members who were eager to either sign up or switch their existing plan to Fusion. To this day, the Fusion FAQ on the community is still one of our most visited posts—approximately 85,000 unique visits with over 700 posts since the FAQ was posted in September 2012. This helpful FAQ has contributed to Telefonica’s increase in call deflection.

 

The thriving Movistar community has provided tremendous cost savings for Telefonica:

-       56% of surveyed community members indicated that they were able to get a resolution through the community without needing to call customer service.

-       Of those 56%, 65% of them declared that they may have called our call center if they hadn’t found the answer they were looking for through community.

-       As a result, we received 15.2M visits to our community and avoided 5M calls, which amounted to €10 million in savings in 2013.

 

Here is an example of a hot topic that community was able to resolve: How to change the Wifi router password (385,000 visits): 

 

 

Another example of a popular issue that community was able to resolve: How to switch the voice mailbox off (300,000 visits):

 

 

 

 


Company: Telefonica                  

Entry submitted by: Emilio Rodriguez Menendez (UT04546) Community Manager

Community: Comunidad Movistar (comunidad.movistar.es)

Lithy category: Support Savings MVP

 

Telefónica is one of the world leading integrated operators in the telecommunications sector, providing communication, information and entertainment solutions, with presence in Europe and Latin America. It operates in 24 countries. As of September 2013, Telefónica’s total number of customers amounted to 320.3 million.

 

Telefonica Spain’s 2014 goals focused on the following:

  • Reduce customer support telephone calls 
  • Increase CSI in social environments
  • Increase commercial leads to homepage
  • Improve SEO positioning (especially for FTTH and 4G)
  • Improve the tone of the Internet buzz towards Movistar
  • Improve customer self-servicing 

Through our Lithium-powered community, we were primarily able to support our call reduction goal with significant cost savings in 2013. In addition, community has increased our CSI, CHI, and NPS, as well as acquisition and traffic. Here are some of our results in those areas (also see our Digital Strategy Leader entry for additional results):

 

-       Customers are thrilled with engaging with the service provider and peers in a thriving engagement hub. Our community boasts a Net Promoter Score (NPS) of 76% in response to the question “would you recommend us to your friends and family?”

-       Customer Satisfaction Index (CSI) of customers attended in the Community: 9.1

-       Community Health Index (CHI): stable over 700 during the last year (Top 5 in Telco Sector )

-       Telefonica’s landmark product, Movistar Fusion, an integrated offering that brings together broadband, mobile, landline, and television services all in 1 simple package, has achieved
successful results since the launch in October 2012. Before the official commercial launch, Fusion was introduced to the community for a few weeks prior as the central communication hub, where customers generated hundreds of posts ranging from billing questions to general excitement and feedback from members who were eager to either sign up or switch their existing plan to Fusion. To this day, the Fusion FAQ on the community is still one of our most visited posts—approximately 85,000 unique visits with over 700 posts since the FAQ was posted in September 2012. This helpful FAQ has contributed to Telefonica’s increase in call deflection.

 

The thriving Movistar community has provided tremendous cost savings for Telefonica:

-       56% of surveyed community members indicated that they were able to get a resolution through the community without needing to call customer service.

-       Of those 56%, 65% of them declared that they may have called our call center if they hadn’t found the answer they were looking for through community.

-       As a result, we received 15.2M visits to our community and avoided 5M calls, which amounted to €10 million in savings in 2013.

 

Here is an example of a hot topic that community was able to resolve: How to change the Wifi router password (385,000 visits): 

 

 

Another example of a popular issue that community was able to resolve: How to switch the voice mailbox off (300,000 visits):

 

 

 

 

Status:
2014 Lithy Submission

Lithys 2014: Vodafone Australia - Lithium Platform...

By JaniceK

Lithys 2014: Vodafone Australia - Lithium Platform Innovator

Status: 2014 Lithy Submission
by Lithium Technologies JaniceK ‎04-26-2014 09:22 PM - last edited on ‎04-28-2014 08:49 AM by JulieH

Company: Vodafone Australia 

Entry submitted by: Timothy Hanslow (Tim_h) Community Care Manager

Community: Vodafone Community (http://community.vodafone.com.au)

Lithy category: Lithium Platform Innovator

 

 

Vodafone Australia is the third biggest mobile network provider in Australia and has a 20-year history of providing excellent value to its customers. In 2010, network issues driven by the sharp uptake in smartphone use created problems for our customers, that saw our customer sentiment and NPS drop rapidly. The launch of Vodafone Community came at a time when our customers needed support, a place to share, talk to one another and to get information to us, and for us to talk to them directly. 

 

Vodafone launched the Community almost three years ago as a way for customers to communicate with us. It gave customers a voice to talk to us openly and publicly. We loved the Community for the customer interactions, their honesty in saying “me too” with other’s issues, and their support and information in solving one another’s issues. Lithium provided the platform we wanted to get the incredible expertise our customer base and let them work together. We named the Community because of its goals. Our customers were going to be having these conversations anyway so we wanted to ensure we were part of them. 

 

We’ve built something genuinely exciting and different on top of the platform.

 

Our community is modified a lot from a default Lithium Community with major changes already made to the layout and functionality available. We’ve taken the amazing functionality of the platform and rearranged it to fit our needs and used REST to build whole new functionality on top of it.

 

New options
We’ve repurposed labels in the forums as a new type of content tag and tied it into our other custom work to tie in with data stored per user. We’re displaying content in colour coded groups across the top of threads. Users are using labels without even realising it.

New custom content stored on user profiles allows us to store “devices” for a user to identify which mobile/s they are using and which they’ve had in the past. We display this information on their user profile and in their avatar hover. We tie this data together with the repurposed labels (two different data sets) and indicate on a thread where the conversation is about the device a user has. It adds a quick visual flag that this conversation would have something of value, or that they can add value too.

 

Forum navigation has been replaced with a custom component that displays the forum navigation structure above the fold. We’re letting people get to content quickly and see the options available to them without scrolling or hiding it behind multiple tabs.

 

“My devices”  is a custom built set of pages displaying content matching labels. We custom built product pages to house related conversations and piece them together with labels. We’ve designed it to use 1 or multiple labels in a single page and a label can exist in multiple pages. This allows us to drive customers to a single point of interaction for a topic of interest, even when those posts fall into multiple boards and categories. 

 

Avatars across the site now feature a hover card that displays username, posts, kudos, custom device data, etc. It provides a great deal of information on demand but keeps it out of the way when not in use. The other major driver was to get information about our members visible in multiple places. You can quickly see a users details from whatever page you see their avatar. Leaderboards, contributors, post histories, recent posts, etc.

 

Page stats are now featured on each page at the top right. This varies from page types but shows details like total view count, contributors and their avatars, post count, etc. We use this across the boards, forums, categories, user profiles and REST keeps it updated in real time. It provides a common visual anchor to the top right page.

 

User logon and profile details are moved into an interactive dropdown at the top right. We’ve minimised the text at the top of the forums but left the options accessible by creating a widget that expands on mouse click. Users can quickly get to their profile, community help or sign out without taking up screen real estate.

 

 

“My Posts” is a new sidebar widget showing the last posts a user made. To keep engagement high and let people return to conversations in progress we show them the last posts they were in on every page. It’s one click from wherever you are to get back into a thread you recently posted in. It keeps users on site and moving in conversations they want to take part in.

 

Redesign of existing options

Forum threads now run a 3 column layout with a tiny left column containing the avatar. We’ve recreated the avatar=>post relationship from other social channels to let users quickly visually scan for posts from known entities. We’ve then pulled all the non post specific data and moved into the avatar hover cards. The result is a clean simple interface without a left column of data to get in the way. As users read left to right we’ve minimised clutter to the left to keep people engaged in the conversation.

 

The sidebar has been moved into forum threads and contains similar content across the Community. We dynamically adjust widgets and deliver the same type, but different specific content on all pages.

 

“Post a message” lives at the top right column across the entire community. From boards, forums, topics and even the front page users are one click away from jumping into the conversation. We’ve removed the barriers and prevented people from searching for the right place to post and just made it as simple as possible for them to contribute.

 

Our TKB has two significant design changes, authors are out and contributors are in. We’ve  reshuffled the fields and only show the contributors to a post and not the author. This lets our internal team publish, edit and work with content from our members but keeps the contributors as the public face.  It’s another big way to reward our users for the content they produce without needing them to do extra work to see their name in lights.

 

We’ve also built custom javascript to hide elements of a TKB article from a query string passed via the URL. We’re using this to personalise articles for users as we need to, but leaving the full article content ready for others to find. We’re taking a full set of troubleshooting steps and showing people just what they need to see. The best of both worlds.

 

Our NPS continues to climb, and month on month customer sentiment improves. The Community page views and unique visitors continue to climb quarter on quarter.

 

Our new features are providing tangible benefit to customers with a direct uplift in resolution rates, and a decrease in time to resolution. Both staff and super users are engaging in a higher % of posts and delivering consistently better results because of customer profile data.


Company: Vodafone Australia 

Entry submitted by: Timothy Hanslow (Tim_h) Community Care Manager

Community: Vodafone Community (http://community.vodafone.com.au)

Lithy category: Lithium Platform Innovator

 

 

Vodafone Australia is the third biggest mobile network provider in Australia and has a 20-year history of providing excellent value to its customers. In 2010, network issues driven by the sharp uptake in smartphone use created problems for our customers, that saw our customer sentiment and NPS drop rapidly. The launch of Vodafone Community came at a time when our customers needed support, a place to share, talk to one another and to get information to us, and for us to talk to them directly. 

 

Vodafone launched the Community almost three years ago as a way for customers to communicate with us. It gave customers a voice to talk to us openly and publicly. We loved the Community for the customer interactions, their honesty in saying “me too” with other’s issues, and their support and information in solving one another’s issues. Lithium provided the platform we wanted to get the incredible expertise our customer base and let them work together. We named the Community because of its goals. Our customers were going to be having these conversations anyway so we wanted to ensure we were part of them. 

 

We’ve built something genuinely exciting and different on top of the platform.

 

Our community is modified a lot from a default Lithium Community with major changes already made to the layout and functionality available. We’ve taken the amazing functionality of the platform and rearranged it to fit our needs and used REST to build whole new functionality on top of it.

 

New options
We’ve repurposed labels in the forums as a new type of content tag and tied it into our other custom work to tie in with data stored per user. We’re displaying content in colour coded groups across the top of threads. Users are using labels without even realising it.

New custom content stored on user profiles allows us to store “devices” for a user to identify which mobile/s they are using and which they’ve had in the past. We display this information on their user profile and in their avatar hover. We tie this data together with the repurposed labels (two different data sets) and indicate on a thread where the conversation is about the device a user has. It adds a quick visual flag that this conversation would have something of value, or that they can add value too.

 

Forum navigation has been replaced with a custom component that displays the forum navigation structure above the fold. We’re letting people get to content quickly and see the options available to them without scrolling or hiding it behind multiple tabs.

 

“My devices”  is a custom built set of pages displaying content matching labels. We custom built product pages to house related conversations and piece them together with labels. We’ve designed it to use 1 or multiple labels in a single page and a label can exist in multiple pages. This allows us to drive customers to a single point of interaction for a topic of interest, even when those posts fall into multiple boards and categories. 

 

Avatars across the site now feature a hover card that displays username, posts, kudos, custom device data, etc. It provides a great deal of information on demand but keeps it out of the way when not in use. The other major driver was to get information about our members visible in multiple places. You can quickly see a users details from whatever page you see their avatar. Leaderboards, contributors, post histories, recent posts, etc.

 

Page stats are now featured on each page at the top right. This varies from page types but shows details like total view count, contributors and their avatars, post count, etc. We use this across the boards, forums, categories, user profiles and REST keeps it updated in real time. It provides a common visual anchor to the top right page.

 

User logon and profile details are moved into an interactive dropdown at the top right. We’ve minimised the text at the top of the forums but left the options accessible by creating a widget that expands on mouse click. Users can quickly get to their profile, community help or sign out without taking up screen real estate.

 

 

“My Posts” is a new sidebar widget showing the last posts a user made. To keep engagement high and let people return to conversations in progress we show them the last posts they were in on every page. It’s one click from wherever you are to get back into a thread you recently posted in. It keeps users on site and moving in conversations they want to take part in.

 

Redesign of existing options

Forum threads now run a 3 column layout with a tiny left column containing the avatar. We’ve recreated the avatar=>post relationship from other social channels to let users quickly visually scan for posts from known entities. We’ve then pulled all the non post specific data and moved into the avatar hover cards. The result is a clean simple interface without a left column of data to get in the way. As users read left to right we’ve minimised clutter to the left to keep people engaged in the conversation.

 

The sidebar has been moved into forum threads and contains similar content across the Community. We dynamically adjust widgets and deliver the same type, but different specific content on all pages.

 

“Post a message” lives at the top right column across the entire community. From boards, forums, topics and even the front page users are one click away from jumping into the conversation. We’ve removed the barriers and prevented people from searching for the right place to post and just made it as simple as possible for them to contribute.

 

Our TKB has two significant design changes, authors are out and contributors are in. We’ve  reshuffled the fields and only show the contributors to a post and not the author. This lets our internal team publish, edit and work with content from our members but keeps the contributors as the public face.  It’s another big way to reward our users for the content they produce without needing them to do extra work to see their name in lights.

 

We’ve also built custom javascript to hide elements of a TKB article from a query string passed via the URL. We’re using this to personalise articles for users as we need to, but leaving the full article content ready for others to find. We’re taking a full set of troubleshooting steps and showing people just what they need to see. The best of both worlds.

 

Our NPS continues to climb, and month on month customer sentiment improves. The Community page views and unique visitors continue to climb quarter on quarter.

 

Our new features are providing tangible benefit to customers with a direct uplift in resolution rates, and a decrease in time to resolution. Both staff and super users are engaging in a higher % of posts and delivering consistently better results because of customer profile data.

Status:
2014 Lithy Submission

Lithys 2014: Vodafone Espana - Digital Strategy Le...

By JaniceK

Lithys 2014: Vodafone Espana - Digital Strategy Leader

Status: 2014 Lithy Submission
by Lithium Technologies JaniceK ‎04-02-2014 10:29 AM - last edited on ‎04-28-2014 08:55 AM by Moderator Moderator

Company: Vodafone Espana 

Entry submitted by: Zaira Pérez (Zperezp) Specialist, Self Management Channel

Community: Foro Vodafone(http://foro.vodafone.es)

Lithy category: Digital Strategy Leader

 

Vodafone Spain's aim is to provide best in class service to our customers with innovative and great value added offers and products.Vodafone Spain eForum Community serves the needs for those customers after product acquisition in order to provide a great experience and exploitation of their devices & acquired services. 

 

Lithium provides Vodafone Spain the channel to enable direct communication with customers in order to satisfy their queries and incident resolution. At the same time, we provide customers with a Knowledge Center with loads of Tutorials and tips to engage and improve their mobile devices and DSL connection.

 

 

Vodafone Spain Heroes was created with the intention to enable a Community where users can compete to get new badges and powers while helping each other to solve their queries. This gamification programme not only encourages greater customers/users participation but also promotes new useful content creation. The new interactions and content also engage user self-management and product knowledge. This enables great Community growth for Vodafone Spain eForum users as a support channel to get helpful and resolute answers providing internal KPIs a real boost.

 

Since the Programme started back in November 2013, “Vodafone Heroes Programme” participants drove over 10k new interactions within the Vodafone Spain and over 25 contestants actively help out other users. A great amount of kudos and new accepted solutions have been originated from those answers and users keep on recommending the Programme to their friends. In addition to this programme, Heros have created 134 helpful and resolute new posts. With these new posts, Heros have provided an increase of the Vodafone Spain forum visits volume by over 67K (an average of 500 visits per new Hero post). In addition, Heros helped to get an incremental 20% SEO in comparison with the previous year.

 

More about the Vodafone Heroes Programme

 

Our Vodafone Spain Heroes Programme is focused on acquisition of new Community Members and Moderators outside the company employees to enable a real 2.0. approach.  Vodafone Spain Heroes is created with the intention to enable a Community where users can compete to get new badges and powers whilst they help each other to solve their queries.

 

This gamification programme not only encourages greater customer/users participation but also promotes new useful content creation. Those new interactions and contents also engage user self-management and product knowledge. This enables great Community growth for Vodafone Spain eForum users as a support channel to get helpful and resolutive answers providing internal KPIs a real boost.

 

Vodafone Spain Heroes Programme is closely monitored on a weekly basis by the Spain Community Managers who provide Heroes with guidance and one-to-one follow up on their adventure. The Programme includes 3 role categories (Vodafone Hero Apprentice,  VodfoneHero and Vodafone SuperHero) and 4 power badges (speed, wisdom, aim and creation) that allow users to possess different strengths.

 

Programme is based on nomination of weekly winners for each power badge providing users with exclusive benefits and privileges as they get Points of power along with their nominations. Benefits are also related with fame and pride such as allowing users to moderate or ban other users as well as collaborating on official content creation published within Vodafone sites. There is a Points of Power catalogue accessible to the users once they enter the programme where users can redeem and select their desired prizes. Offer range is very wide not only offering goods but also “benefits” and events participation or pride recognition.

 

Any Vodafone Spain eForum registered user is eligible to participate on the Heroes Programme. Users need to pass the initial challenge to get their first “hero Apprentice” badge and from then, new badges unlocked will move users up in the scale of roles. Once a user reaches to unlock the 4 badges, they are appointed Vodafone  Superheroes.

 

At Vodafone, we truly think we deserve to become Lithys winners as this Programme has evolved and demonstrated the value of the Vodafone eForum community. Since the Programme started back in November 2013, “Vodafone Heroes Programme” participants drove over 10k new interactions within the Vodafone Spain and over 25 contestants actively help out other users. A great amount of Kudos and new accepted solutions have been originated from those answers and users keep on recommending the Programme to their friends. In addition to this programme, Heros have created 134 helpful and resolutive new posts; with these new post Heros have provided an increase of the Vodafone Spain forum visits volume by over 67K (an average of 500 visits per new Hero post). On the other hand, Heros helped to get an increment of 20% SEO in comparison with the previous year.

 


Company: Vodafone Espana 

Entry submitted by: Zaira Pérez (Zperezp) Specialist, Self Management Channel

Community: Foro Vodafone(http://foro.vodafone.es)

Lithy category: Digital Strategy Leader

 

Vodafone Spain's aim is to provide best in class service to our customers with innovative and great value added offers and products.Vodafone Spain eForum Community serves the needs for those customers after product acquisition in order to provide a great experience and exploitation of their devices & acquired services. 

 

Lithium provides Vodafone Spain the channel to enable direct communication with customers in order to satisfy their queries and incident resolution. At the same time, we provide customers with a Knowledge Center with loads of Tutorials and tips to engage and improve their mobile devices and DSL connection.

 

 

Vodafone Spain Heroes was created with the intention to enable a Community where users can compete to get new badges and powers while helping each other to solve their queries. This gamification programme not only encourages greater customers/users participation but also promotes new useful content creation. The new interactions and content also engage user self-management and product knowledge. This enables great Community growth for Vodafone Spain eForum users as a support channel to get helpful and resolute answers providing internal KPIs a real boost.

 

Since the Programme started back in November 2013, “Vodafone Heroes Programme” participants drove over 10k new interactions within the Vodafone Spain and over 25 contestants actively help out other users. A great amount of kudos and new accepted solutions have been originated from those answers and users keep on recommending the Programme to their friends. In addition to this programme, Heros have created 134 helpful and resolute new posts. With these new posts, Heros have provided an increase of the Vodafone Spain forum visits volume by over 67K (an average of 500 visits per new Hero post). In addition, Heros helped to get an incremental 20% SEO in comparison with the previous year.

 

More about the Vodafone Heroes Programme

 

Our Vodafone Spain Heroes Programme is focused on acquisition of new Community Members and Moderators outside the company employees to enable a real 2.0. approach.  Vodafone Spain Heroes is created with the intention to enable a Community where users can compete to get new badges and powers whilst they help each other to solve their queries.

 

This gamification programme not only encourages greater customer/users participation but also promotes new useful content creation. Those new interactions and contents also engage user self-management and product knowledge. This enables great Community growth for Vodafone Spain eForum users as a support channel to get helpful and resolutive answers providing internal KPIs a real boost.

 

Vodafone Spain Heroes Programme is closely monitored on a weekly basis by the Spain Community Managers who provide Heroes with guidance and one-to-one follow up on their adventure. The Programme includes 3 role categories (Vodafone Hero Apprentice,  VodfoneHero and Vodafone SuperHero) and 4 power badges (speed, wisdom, aim and creation) that allow users to possess different strengths.

 

Programme is based on nomination of weekly winners for each power badge providing users with exclusive benefits and privileges as they get Points of power along with their nominations. Benefits are also related with fame and pride such as allowing users to moderate or ban other users as well as collaborating on official content creation published within Vodafone sites. There is a Points of Power catalogue accessible to the users once they enter the programme where users can redeem and select their desired prizes. Offer range is very wide not only offering goods but also “benefits” and events participation or pride recognition.

 

Any Vodafone Spain eForum registered user is eligible to participate on the Heroes Programme. Users need to pass the initial challenge to get their first “hero Apprentice” badge and from then, new badges unlocked will move users up in the scale of roles. Once a user reaches to unlock the 4 badges, they are appointed Vodafone  Superheroes.

 

At Vodafone, we truly think we deserve to become Lithys winners as this Programme has evolved and demonstrated the value of the Vodafone eForum community. Since the Programme started back in November 2013, “Vodafone Heroes Programme” participants drove over 10k new interactions within the Vodafone Spain and over 25 contestants actively help out other users. A great amount of Kudos and new accepted solutions have been originated from those answers and users keep on recommending the Programme to their friends. In addition to this programme, Heros have created 134 helpful and resolutive new posts; with these new post Heros have provided an increase of the Vodafone Spain forum visits volume by over 67K (an average of 500 visits per new Hero post). On the other hand, Heros helped to get an increment of 20% SEO in comparison with the previous year.

 

Status:
2014 Lithy Submission

Lithys 2014: ING Direct - Most Creative Promotion ...

By JaniceK

Lithys 2014: ING Direct - Most Creative Promotion or Launch

Status: 2014 Lithy Submission
by Lithium Technologies JaniceK ‎04-25-2014 12:16 PM - edited ‎04-29-2014 02:58 PM

Company: ING Direct 

Entry submitted by: Nicolas Hun (nicolashunBrand Content and Social Media Manager

Community: Le Web Café ING Direct (https://communaute.ingdirect.fr/)

Lithy category: Most Creative Promotion or Launch

 

ING Direct has launched its Lithium community to give visibility and highlight the good relationship it has with its customers, but also to reduce the costs of customer relations mainly services by call.

 

In December 2013, ING Direct France, the leader of online banking in France, launched its Lithium community, "Le Web Café".

 

This community, 100% integrated in ingdirect.fr website enriches the existing ecosystem "Web Café" of the brand composed from a Facebook Page, a Twitter account and 2 physical coffees in Paris and Lyon.

 

It was really important for the brand to use the name of "Web Café" as "Web Café" is the link for all the places where clients and prospects can discuss and share each other and with ING Direct, but also to give a possibility for the clients to tell and share their satisfaction and good relation with the bank.

 

 

The Lithium community is composed of three bricks.

1) A forum where clients and prospects can directly and freely discuss with the bank's customers, allowing customers to share their experiences and expertise with the community.

2) A lab where members can test and share their ideas to improve and build the bank of tomorrow.

3) A blog to decrypt, give tips, and share all useful informations to members to complete their projects.

 

For the launch of the community, we produced a video explaining in detail the community created by the agency. This video respects ING Direct's graphical guidelines and is in line with ING Direct philosophy.

 

A voiceover presents all the sections of the website and all that would be possible to do. The tone is light, and reflects the state of mind and the positioning of the bank. On screen, we follow a discussion between François (a client) and Jeanne (a prospect) who wishes to learn how to join ING Direct.

 

VO : In principle, the atmosphere of a coffee is very different from that of a bank.

 

Maybe not that much after all. ING Direct creates its "WEB CAFÉ". A community where you can discuss, exchange and share with us your ideas.

 

In the "Web Café ", it is you who have the floor.

 

Finally, you and the whole community gathered around ING Direct.

There is a forum where you can ask questions or respond to those of other clients. It's by helping each other we make a difference.

 

Simple, isn't?

 

"Web Café " is also a blog: articles and analysis to help you save, invest or manage your budget.

In the blog you will find tips for your projects.

 

WEB CAFÉ is finally a lab where we create the services of tomorrow together​. You propose ideas, big or small, and we submit ours...

 

And you vote for the ones you prefer.

 

Share your ideas and together build the bank tomorrow

 

Join the ING Direct "Web Café " community now.​

 

The community is a real success. In 4 months, the community has about 2 800 active members and more than 73 000 unique visitors. 741 discussions have been raised and more than 270 ideas to improve the lives of customers and build the bank of tomorrow have been shared.

 

Our business results:

"Le Web Café", with more than 466 247 pageviews and 741 discussions.
69% - Topics posted by members generated reactions from other members.
45% - Topics posted by members received answers from other members.

21% - Discussions related to the category "Become a customer"
62% of these discussions are about the process

 

Watch our launch video here: 

 


Company: ING Direct 

Entry submitted by: Nicolas Hun (nicolashunBrand Content and Social Media Manager

Community: Le Web Café ING Direct (https://communaute.ingdirect.fr/)

Lithy category: Most Creative Promotion or Launch

 

ING Direct has launched its Lithium community to give visibility and highlight the good relationship it has with its customers, but also to reduce the costs of customer relations mainly services by call.

 

In December 2013, ING Direct France, the leader of online banking in France, launched its Lithium community, "Le Web Café".

 

This community, 100% integrated in ingdirect.fr website enriches the existing ecosystem "Web Café" of the brand composed from a Facebook Page, a Twitter account and 2 physical coffees in Paris and Lyon.

 

It was really important for the brand to use the name of "Web Café" as "Web Café" is the link for all the places where clients and prospects can discuss and share each other and with ING Direct, but also to give a possibility for the clients to tell and share their satisfaction and good relation with the bank.

 

 

The Lithium community is composed of three bricks.

1) A forum where clients and prospects can directly and freely discuss with the bank's customers, allowing customers to share their experiences and expertise with the community.

2) A lab where members can test and share their ideas to improve and build the bank of tomorrow.

3) A blog to decrypt, give tips, and share all useful informations to members to complete their projects.

 

For the launch of the community, we produced a video explaining in detail the community created by the agency. This video respects ING Direct's graphical guidelines and is in line with ING Direct philosophy.

 

A voiceover presents all the sections of the website and all that would be possible to do. The tone is light, and reflects the state of mind and the positioning of the bank. On screen, we follow a discussion between François (a client) and Jeanne (a prospect) who wishes to learn how to join ING Direct.

 

VO : In principle, the atmosphere of a coffee is very different from that of a bank.

 

Maybe not that much after all. ING Direct creates its "WEB CAFÉ". A community where you can discuss, exchange and share with us your ideas.

 

In the "Web Café ", it is you who have the floor.

 

Finally, you and the whole community gathered around ING Direct.

There is a forum where you can ask questions or respond to those of other clients. It's by helping each other we make a difference.

 

Simple, isn't?

 

"Web Café " is also a blog: articles and analysis to help you save, invest or manage your budget.

In the blog you will find tips for your projects.

 

WEB CAFÉ is finally a lab where we create the services of tomorrow together​. You propose ideas, big or small, and we submit ours...

 

And you vote for the ones you prefer.

 

Share your ideas and together build the bank tomorrow

 

Join the ING Direct "Web Café " community now.​

 

The community is a real success. In 4 months, the community has about 2 800 active members and more than 73 000 unique visitors. 741 discussions have been raised and more than 270 ideas to improve the lives of customers and build the bank of tomorrow have been shared.

 

Our business results:

"Le Web Café", with more than 466 247 pageviews and 741 discussions.
69% - Topics posted by members generated reactions from other members.
45% - Topics posted by members received answers from other members.

21% - Discussions related to the category "Become a customer"
62% of these discussions are about the process

 

Watch our launch video here: 

 

Status:
2014 Lithy Submission

Lithys 2014: Cortal Consors - Most Creative Promot...

By JaniceK

Lithys 2014: Cortal Consors - Most Creative Promotion or Launch

Status: 2014 Lithy Submission
by Lithium Technologies JaniceK ‎04-04-2014 10:37 AM - last edited on ‎05-09-2014 04:37 PM by Lithium Technologies DeniseJ

Company: Cortol Consors 

Entry submitted by: Clemens Eckstein (CCornerstone) Senior Expert eBusiness

Community: Die Wissenscommunity von Cortal Consors (https://wissen.cortalconsors.de)

Lithy category: Most Creative Promotion or Launch

 

Cortal Consors is a leading direct bank for investment: from trading to long term savings.

 

With sustainable innovations and a modern interpretation of banking services.

 

Our mission statement – what is our attitude?

As a leading direct bank for private investment, we liberate our clients from the restrictions of classical German banks.

 

We empower them to self-directed financial independence with all the support the client demands. Our know-how, our ability to innovate, the independence of our product offerings, and our unique passion are what drives us.

 

»Cortal Consors is the first address for self-directed investment.«


Our Business Goals

-       Financial Empowerment of Banking Customers

-       Transparency and Trustworthy Relationship with Customers

-       Innovation leader

 

The Lithium software builds the foundation for the three business goals described above.

 

Financial Empowerment:

 

Using the Tribal Knowledge Base we have the perfect platform for building and gathering trusted content.

 

The Forum offers real and up to date help for customers and place to discuss about financial markets. Since many long-term customers have gathered significant knowledge and experience in a wide array of banking topics the community allows us to tap this resource.

 

The Blog is another way for us to provide well-founded education to our banking clientele.

 

Transparency and Trustworthy Relationship:

 

Next to our presence in the forum and blog where we able to answer the questions of our customers we also provide the possibility to rate & review our products and services as one of the first banks in Europe.

 

This is a bold move for us since it puts great power in the hands of our customers. By allowing this open and public feedback from existing customers on our own platform we provide absolute transparency on our strength and weaknesses. The strong integration of our customer support in case of bad reviews allows us also to communicate, solve issues and build up a trustworthy relationshop. 

 

Our Business Results:

 

As it's only been 1 1/2 months, we are still undertaking the first steps. However, below you'll find some KPIs which already show significant improvement in comparison to our old “Knowledge” area. 

 

 

Most Creative Promotion or Launch (Video Entry):

 

The promotional video

-       Array of possibilities within the community (Community, Wiki, R&Rs,…)

-       The development of a newbie to successful investment

-       Social interaction

 

Together we know more – The new Cortal Consors Websection Knowledge

 

No matter if beginner or professional: The new Cortal Consors Websection Knowledge gives customers a voice. It provides a platform to communicate and supports its users to make the best financial decision. The new Websection Knowledge is supposed to address a wide target group. Every user should be able to help others with their expertise or can ask for help – there are no stupid questions.It´s important that users have fun to exchange their knowledge and that they are empowered to push their financial concerns further.

 

We want to convey all these contents in an easy, comprehendible and entertaining way. This is why we transport our message with moving images.

 

Our storytelling focuses on personal stories because its more emotional and less educational. The idea is to show by means of a personal success story how the Websection Knowledge works. Furthermore it boosts the attention and also the capacity for remembering.

 

The concept "Open Kitchen" is based on the idea that cooking brings people together: beginners learn from professionals, ideas are exchanged, like-minded persons get together, people support each other. We think: This is what the Websection Knowledge stands for and this is why we chose it to build the frame of our storyboard.

 

View our video herehttps://www.youtube.com/watch?v=s0gAUDIIf5w&feature=youtu.be

 

 

 


Company: Cortol Consors 

Entry submitted by: Clemens Eckstein (CCornerstone) Senior Expert eBusiness

Community: Die Wissenscommunity von Cortal Consors (https://wissen.cortalconsors.de)

Lithy category: Most Creative Promotion or Launch

 

Cortal Consors is a leading direct bank for investment: from trading to long term savings.

 

With sustainable innovations and a modern interpretation of banking services.

 

Our mission statement – what is our attitude?

As a leading direct bank for private investment, we liberate our clients from the restrictions of classical German banks.

 

We empower them to self-directed financial independence with all the support the client demands. Our know-how, our ability to innovate, the independence of our product offerings, and our unique passion are what drives us.

 

»Cortal Consors is the first address for self-directed investment.«


Our Business Goals

-       Financial Empowerment of Banking Customers

-       Transparency and Trustworthy Relationship with Customers

-       Innovation leader

 

The Lithium software builds the foundation for the three business goals described above.

 

Financial Empowerment:

 

Using the Tribal Knowledge Base we have the perfect platform for building and gathering trusted content.

 

The Forum offers real and up to date help for customers and place to discuss about financial markets. Since many long-term customers have gathered significant knowledge and experience in a wide array of banking topics the community allows us to tap this resource.

 

The Blog is another way for us to provide well-founded education to our banking clientele.

 

Transparency and Trustworthy Relationship:

 

Next to our presence in the forum and blog where we able to answer the questions of our customers we also provide the possibility to rate & review our products and services as one of the first banks in Europe.

 

This is a bold move for us since it puts great power in the hands of our customers. By allowing this open and public feedback from existing customers on our own platform we provide absolute transparency on our strength and weaknesses. The strong integration of our customer support in case of bad reviews allows us also to communicate, solve issues and build up a trustworthy relationshop. 

 

Our Business Results:

 

As it's only been 1 1/2 months, we are still undertaking the first steps. However, below you'll find some KPIs which already show significant improvement in comparison to our old “Knowledge” area. 

 

 

Most Creative Promotion or Launch (Video Entry):

 

The promotional video

-       Array of possibilities within the community (Community, Wiki, R&Rs,…)

-       The development of a newbie to successful investment

-       Social interaction

 

Together we know more – The new Cortal Consors Websection Knowledge

 

No matter if beginner or professional: The new Cortal Consors Websection Knowledge gives customers a voice. It provides a platform to communicate and supports its users to make the best financial decision. The new Websection Knowledge is supposed to address a wide target group. Every user should be able to help others with their expertise or can ask for help – there are no stupid questions.It´s important that users have fun to exchange their knowledge and that they are empowered to push their financial concerns further.

 

We want to convey all these contents in an easy, comprehendible and entertaining way. This is why we transport our message with moving images.

 

Our storytelling focuses on personal stories because its more emotional and less educational. The idea is to show by means of a personal success story how the Websection Knowledge works. Furthermore it boosts the attention and also the capacity for remembering.

 

The concept "Open Kitchen" is based on the idea that cooking brings people together: beginners learn from professionals, ideas are exchanged, like-minded persons get together, people support each other. We think: This is what the Websection Knowledge stands for and this is why we chose it to build the frame of our storyboard.

 

View our video herehttps://www.youtube.com/watch?v=s0gAUDIIf5w&feature=youtu.be

 

 

 

Status:
2014 Lithy Submission

Lithys 2014: Google AdWords - Lithium Platform Inn...

By JaniceK

Lithys 2014: Google AdWords - Lithium Platform Innovator

Status: 2014 Lithy Submission
by Lithium Technologies JaniceK ‎03-31-2014 02:19 PM - edited ‎04-28-2014 03:01 PM

Company: Google AdWords 

Entry submitted by: Diana Ogarkova (Diana) Non-English AdWords Communities Team Lead

Community: AdWords Community (www.en.adwords-community.com)

Lithy category: Lithium Platform Innovator

 

Google recognizes the opportunity to help SMBs improve their businesses through adding features which improve their advertising campaigns. AdWords is one of Google’s main products with customers from multi-million dollar companies to tiny mom-and-pop businesses and provides a feature-rich advertising platform suited to all types of advertisers. Advertisers can use the wide range of features available in AdWords to create campaigns to accomplish their business goals while staying within their budgets, helping to improve their return on investment and acquire additional customers.

 

Providing customers with targeted content related to their advertising goals enables a fast-track learning experience, ultimately helping AdWords users make the most of their experience with Google’s advertising products.

 

According to Nielsen (http://www.marketingcharts.com/wp/television/which-forms-of-advertising-do-consumers-trust-and-act-o...), 68% of customers are more likely to adopt a product or feature if it is endorsed by other users. In 2013, the AdWords Community team explored the link between active usage of communities and impact on the depth of product adoption. The key goal for the team was to shorten the gap between “Learn” and “Try it out”.

 

Adwords Community homepage

 

The first step for the Google team working on this project was to connect the activity on the community to activity in an advertiser’s AdWords account. This was achieved by improving the integration between Lithium platform and the Google infrastructure.

Second, the AdWords Community team took a list of key product features they felt would be most helpful for their customers’ AdWords success and mapped discussions, threads and articles to this list via custom tags. Additionally, AdWords community managers created and curated content on the most important product features. On the backend, the team connected the customized tags with the AdWords accounts, and noted activity in the accounts after views of the tagged content.

 

When a thread has a solution, a Community Manager or one of the Top Contributors can select from a list of custom tags to trigger the reporting.

 

The custom tags allow to attribute the content piece to a specific product feature.

 

Measuring ROI of support forums is a step-level change. Google is a numbers-driven company, and it was important for us to unlock a way to measure impact of the content from support forums on the bottom line. 

 

In around 1 out of 4 cases the users would take action in their advertising account within 48 hours of viewing content that had a specific recommendation for a feature. This result is 50% higher than in other online help resources with non-user created content. Additionally, with the community’s lower cost and scalability a single recommendation can contribute to hundreds or thousands times more feature uptakes that in the case of a single 1:1 support interaction.


Company: Google AdWords 

Entry submitted by: Diana Ogarkova (Diana) Non-English AdWords Communities Team Lead

Community: AdWords Community (www.en.adwords-community.com)

Lithy category: Lithium Platform Innovator

 

Google recognizes the opportunity to help SMBs improve their businesses through adding features which improve their advertising campaigns. AdWords is one of Google’s main products with customers from multi-million dollar companies to tiny mom-and-pop businesses and provides a feature-rich advertising platform suited to all types of advertisers. Advertisers can use the wide range of features available in AdWords to create campaigns to accomplish their business goals while staying within their budgets, helping to improve their return on investment and acquire additional customers.

 

Providing customers with targeted content related to their advertising goals enables a fast-track learning experience, ultimately helping AdWords users make the most of their experience with Google’s advertising products.

 

According to Nielsen (http://www.marketingcharts.com/wp/television/which-forms-of-advertising-do-consumers-trust-and-act-o...), 68% of customers are more likely to adopt a product or feature if it is endorsed by other users. In 2013, the AdWords Community team explored the link between active usage of communities and impact on the depth of product adoption. The key goal for the team was to shorten the gap between “Learn” and “Try it out”.

 

Adwords Community homepage

 

The first step for the Google team working on this project was to connect the activity on the community to activity in an advertiser’s AdWords account. This was achieved by improving the integration between Lithium platform and the Google infrastructure.

Second, the AdWords Community team took a list of key product features they felt would be most helpful for their customers’ AdWords success and mapped discussions, threads and articles to this list via custom tags. Additionally, AdWords community managers created and curated content on the most important product features. On the backend, the team connected the customized tags with the AdWords accounts, and noted activity in the accounts after views of the tagged content.

 

When a thread has a solution, a Community Manager or one of the Top Contributors can select from a list of custom tags to trigger the reporting.

 

The custom tags allow to attribute the content piece to a specific product feature.

 

Measuring ROI of support forums is a step-level change. Google is a numbers-driven company, and it was important for us to unlock a way to measure impact of the content from support forums on the bottom line. 

 

In around 1 out of 4 cases the users would take action in their advertising account within 48 hours of viewing content that had a specific recommendation for a feature. This result is 50% higher than in other online help resources with non-user created content. Additionally, with the community’s lower cost and scalability a single recommendation can contribute to hundreds or thousands times more feature uptakes that in the case of a single 1:1 support interaction.

Status:
2014 Lithy Winner

Lithys 2014: Telstra - Digital Strategy Leader

By JaniceK

Lithys 2014: Telstra - Digital Strategy Leader

Status: 2014 Lithy Winner
by Lithium Technologies JaniceK ‎04-05-2014 10:11 AM - edited ‎05-02-2014 08:47 AM

Company: Telstra 

Entry submitted by: Karen Le (kazwallaHead of Social Media, Telstra Digital, and Yannick Pierre (Yannick_P) Digital Community Manager

Community: Telstra CrowdSupport (http://crowdsupport.telstra.com.au/)

Lithy category: Digital Strategy Leader

 

Telstra is Australia’s largest Telecommunications Company and for over a hundred years we have connected Aussies with each other and the rest of the world.

 

History & Challenges

  •          Telstra employs more than 39,000 employees.
  •          In 2013 we had more than 15 million mobile customers (Australia’s total population is 22 million), 7.8 million fixed voice customers and 25.5 billion dollars in sales revenue.  
  •          Although large in size, fantastic business performance results and the fact that we have a long standing history in Australia, we are faced with our biggest challenge – Customer satisfaction. In 2011 our satisfaction rating was 66% when the industry average was 68%.  

 

Business Goal

As a Telecommunications company we know how significant it is for Australians to connect with each other, and we know that our role in connecting Australians needs to be one step ahead of the change in behaviour. Therefore Telstra’s goal is to create a brilliant connected future for all Australians. 

 

One of the amazing things the Lithium platform has allowed us to do is not only let us having a conversation with our customers but allowed our customers to have conversations with each other.

 

CrowdSupport has helped us provide service to customers in a one to many channel and has helped build advocacy. By having customers answer each other’s questions we are able to assist more customers by being able to scale the customer service offered. We are also providing rich customer experience via Lithium Social Web; Telstra service agents are able to review each community post for accuracy and escalation which is a clear point of differentiation from other non Telstra brand supported forums. 

 

We are using the Lithium platform to achieve our company purpose; by connecting people in connected channels. Telstra now has a community where the conversation starts with the community – this is at the very core of our DNA and our purpose. Every time we need to have a meaningful conversation with our customers about anything we can do it within CrowdSupport. Below are some examples of how we’ve used the channel as part of our digital strategy.

  

Handset Updates: Fortnightly device updates

We launched the handset updates board taking a simple webpage on our corporate website that was updated every 3 months and converting it into a fortnightly community discussion with our customers around our mobile devices. This continual exchange of information around the process and steps we undertake to update these devices has not only helped to keep our customers informed but also helps us to prioritize what we need to review next. In the past few months the board has generated 46,000 unique visits, 884 post and 150 kudos.

 

This demonstrates how hundreds of thousands of people including news publications receive updates and information from Telstra at exactly the same time.

 

Product Exits: Facebook.Zero Application

This particular post has been one of the top 5 most viewed posts on the Lithium platform over the past few weeks. The post was a result of the discontinuation of 0.facebook.com service planned for later this year and although it’s not a good news story, we acknowledge that it’s no longer acceptable for brands not to be transparent.

 

0.facebook.com was a new mobile site that includes all of the key features of Facebook but is optimized for speed with zero data charges. Crowdsupport has been used as one of our primary channels for communicating exits of products and services, and we have been able to communicate en masse to our customers around this upcoming change and allowed for a vibrant discussion around alternative options. The initial announcement post (for the exit of 0.facebook.com) has generated over 62,000 unique visits and 11 Kudos.  

  

TVC: Crowdsupport P2P Community goes mainstream.

We’ve had a community for 3 years and in this time we’ve demonstrated our purpose of connecting Australians and recognized that communities are no longer for a particular type of user; it’s for everyone.

  

As part of our customer awareness program around our online support tools, CrowdSupport featured in a nationwide television and outdoor advertising campaign with the tagline “More heads are better than one”. This campaign ran in primetime hours and helped to drive engagement and registration in the community. This not only demonstrates what an integral part CrowdSupport plays in our overall digital strategy but how this has translated into an overall business focus.

  

TV ad: http://bit.ly/1au3P4z

 

Driving organic search

Crowdsupport growth strategy has always been focused on understanding the analytics that drive community discussion and prioritizing our initiatives. Our help and support team are actively involved in reviewing what our customers are posting in the community and generating supporting content. This continual content review, supported by regular community members, has resulted in over 50% of all the community traffic being generated from Google search. A recent example of how we leverage the community organic search was our campaign, “Telstra New Phone Feeling”, where we managed to post an article which returned a top 5 search result within minutes of posting. 

  

Telstra Identity (Single Sign On)

We have removed the biggest hurdle to contributing to our community by implementing single sign on. Customers can now sign in using their Facebook credentials.

  

Migration of the community registration and login process to Telstra Identity was a key initiative driven by customer feedback in CrowdSupport. This project involved moving over 50,000 registered users off the Lithium Technology login to Telstra Identity and involved several months of planning, design, development and testing to minimize disruption. This change has quadrupled weekly completed registrations by significantly reducing the barrier to registering and logging into the community.

 

Community Reach

With our focus on creating advocacy through improved customer service, the CrowdSupport Community has become an integral part of our online support and engagement strategy. In 2013 over a quarter of the Australian population visited CrowdSupport (6 Million) to find information around Telstra’s products and services. In the same period, visits to the community have increased two-fold and the quality metrics have also improved; with the average time on site reducing by five seconds and average page depth down from 2.26 to 1.90 PPV (pages per visit); this suggests that our customers are finding the information they need faster. The improved reach without effect quality is a great example of how a branded, managed peer to peer community can not only be used as an additional support channel but also as a platform for creating customer advocacy. 

 

 

Our results demonstrate the customer’s need and desire and the need to connect with us and one another via the Lithium platform.

  

Current results – as of March 20, 2014:

  •          Posts: 121,241
  •          Accepted Solutions: 3595
  •          KB articles: 337
  •          Ideas submitted: 364
  •          Registrations: 113,699
  •          Kudos awarded: 18,316

 

Future initiatives that we’re considering.

 

The digitization of our company means we are now taking what we’ve learned to enable our 39,000 strong workforce to change the way the entire organization works. Once again the aim is to provide a brilliantly connected future by staying one step in front of a societal change.

 

  •          ITC Internal Peer Community: Extending on the knowledge gained and success of CrowdSupport, the organization has begun work on deploying an internal instance of a P2P community that will allow Telstra staff to collaborate on common IT support questions. The aim is to significantly improve collaboration between our multiple business units and grow our internal knowledgebase.    

 

  •          Live Chat Connection: We are personalizing our interactions with each of our customers. To support this initiative we are leveraging CrowdSupport by registering each of our live chat agents with a Crowdsupport profile and providing the customer this profile when we close off each chat interaction. If a customer chooses to stay in touch with the same Telstra consultant with whom they have been chatting, they can easily reconnect with the agent on Crowdsupport. Internally we call it “My Customer, My Responsibility” and the goal of the initiative is to build a strong relationship by listening and resolving queries quickly. 

 

  •          Develop socially enabled enterprise: An enterprise wide participation includes cross functional collaboration with the rest of the organisation i.e having all product leads contribute to content and answers within the platform. As part of an organization-wide Brilliantly Connected Advocacy program, we are currently investigating the possibility of using Crowdsupport as a direct channel for connecting our customers with a face for each of our online customer support agents. This functionality will also allow our customers to come back to these agents for future interactions.

 

  •          Mobile First Strategy to drive better user experience: Across the last 6 months, 45% of visits to CrowdSupport have come via mobile handset or tablet device and as part of our mobile first strategy we are undertaking a full review of the community experience on a mobile device and over the next few months be making changes to ensure content is easily consumed.

 


Company: Telstra 

Entry submitted by: Karen Le (kazwallaHead of Social Media, Telstra Digital, and Yannick Pierre (Yannick_P) Digital Community Manager

Community: Telstra CrowdSupport (http://crowdsupport.telstra.com.au/)

Lithy category: Digital Strategy Leader

 

Telstra is Australia’s largest Telecommunications Company and for over a hundred years we have connected Aussies with each other and the rest of the world.

 

History & Challenges

  •          Telstra employs more than 39,000 employees.
  •          In 2013 we had more than 15 million mobile customers (Australia’s total population is 22 million), 7.8 million fixed voice customers and 25.5 billion dollars in sales revenue.  
  •          Although large in size, fantastic business performance results and the fact that we have a long standing history in Australia, we are faced with our biggest challenge – Customer satisfaction. In 2011 our satisfaction rating was 66% when the industry average was 68%.  

 

Business Goal

As a Telecommunications company we know how significant it is for Australians to connect with each other, and we know that our role in connecting Australians needs to be one step ahead of the change in behaviour. Therefore Telstra’s goal is to create a brilliant connected future for all Australians. 

 

One of the amazing things the Lithium platform has allowed us to do is not only let us having a conversation with our customers but allowed our customers to have conversations with each other.

 

CrowdSupport has helped us provide service to customers in a one to many channel and has helped build advocacy. By having customers answer each other’s questions we are able to assist more customers by being able to scale the customer service offered. We are also providing rich customer experience via Lithium Social Web; Telstra service agents are able to review each community post for accuracy and escalation which is a clear point of differentiation from other non Telstra brand supported forums. 

 

We are using the Lithium platform to achieve our company purpose; by connecting people in connected channels. Telstra now has a community where the conversation starts with the community – this is at the very core of our DNA and our purpose. Every time we need to have a meaningful conversation with our customers about anything we can do it within CrowdSupport. Below are some examples of how we’ve used the channel as part of our digital strategy.

  

Handset Updates: Fortnightly device updates

We launched the handset updates board taking a simple webpage on our corporate website that was updated every 3 months and converting it into a fortnightly community discussion with our customers around our mobile devices. This continual exchange of information around the process and steps we undertake to update these devices has not only helped to keep our customers informed but also helps us to prioritize what we need to review next. In the past few months the board has generated 46,000 unique visits, 884 post and 150 kudos.

 

This demonstrates how hundreds of thousands of people including news publications receive updates and information from Telstra at exactly the same time.

 

Product Exits: Facebook.Zero Application

This particular post has been one of the top 5 most viewed posts on the Lithium platform over the past few weeks. The post was a result of the discontinuation of 0.facebook.com service planned for later this year and although it’s not a good news story, we acknowledge that it’s no longer acceptable for brands not to be transparent.

 

0.facebook.com was a new mobile site that includes all of the key features of Facebook but is optimized for speed with zero data charges. Crowdsupport has been used as one of our primary channels for communicating exits of products and services, and we have been able to communicate en masse to our customers around this upcoming change and allowed for a vibrant discussion around alternative options. The initial announcement post (for the exit of 0.facebook.com) has generated over 62,000 unique visits and 11 Kudos.  

  

TVC: Crowdsupport P2P Community goes mainstream.

We’ve had a community for 3 years and in this time we’ve demonstrated our purpose of connecting Australians and recognized that communities are no longer for a particular type of user; it’s for everyone.

  

As part of our customer awareness program around our online support tools, CrowdSupport featured in a nationwide television and outdoor advertising campaign with the tagline “More heads are better than one”. This campaign ran in primetime hours and helped to drive engagement and registration in the community. This not only demonstrates what an integral part CrowdSupport plays in our overall digital strategy but how this has translated into an overall business focus.

  

TV ad: http://bit.ly/1au3P4z

 

Driving organic search

Crowdsupport growth strategy has always been focused on understanding the analytics that drive community discussion and prioritizing our initiatives. Our help and support team are actively involved in reviewing what our customers are posting in the community and generating supporting content. This continual content review, supported by regular community members, has resulted in over 50% of all the community traffic being generated from Google search. A recent example of how we leverage the community organic search was our campaign, “Telstra New Phone Feeling”, where we managed to post an article which returned a top 5 search result within minutes of posting. 

  

Telstra Identity (Single Sign On)

We have removed the biggest hurdle to contributing to our community by implementing single sign on. Customers can now sign in using their Facebook credentials.

  

Migration of the community registration and login process to Telstra Identity was a key initiative driven by customer feedback in CrowdSupport. This project involved moving over 50,000 registered users off the Lithium Technology login to Telstra Identity and involved several months of planning, design, development and testing to minimize disruption. This change has quadrupled weekly completed registrations by significantly reducing the barrier to registering and logging into the community.

 

Community Reach

With our focus on creating advocacy through improved customer service, the CrowdSupport Community has become an integral part of our online support and engagement strategy. In 2013 over a quarter of the Australian population visited CrowdSupport (6 Million) to find information around Telstra’s products and services. In the same period, visits to the community have increased two-fold and the quality metrics have also improved; with the average time on site reducing by five seconds and average page depth down from 2.26 to 1.90 PPV (pages per visit); this suggests that our customers are finding the information they need faster. The improved reach without effect quality is a great example of how a branded, managed peer to peer community can not only be used as an additional support channel but also as a platform for creating customer advocacy. 

 

 

Our results demonstrate the customer’s need and desire and the need to connect with us and one another via the Lithium platform.

  

Current results – as of March 20, 2014:

  •          Posts: 121,241
  •          Accepted Solutions: 3595
  •          KB articles: 337
  •          Ideas submitted: 364
  •          Registrations: 113,699
  •          Kudos awarded: 18,316

 

Future initiatives that we’re considering.

 

The digitization of our company means we are now taking what we’ve learned to enable our 39,000 strong workforce to change the way the entire organization works. Once again the aim is to provide a brilliantly connected future by staying one step in front of a societal change.

 

  •          ITC Internal Peer Community: Extending on the knowledge gained and success of CrowdSupport, the organization has begun work on deploying an internal instance of a P2P community that will allow Telstra staff to collaborate on common IT support questions. The aim is to significantly improve collaboration between our multiple business units and grow our internal knowledgebase.    

 

  •          Live Chat Connection: We are personalizing our interactions with each of our customers. To support this initiative we are leveraging CrowdSupport by registering each of our live chat agents with a Crowdsupport profile and providing the customer this profile when we close off each chat interaction. If a customer chooses to stay in touch with the same Telstra consultant with whom they have been chatting, they can easily reconnect with the agent on Crowdsupport. Internally we call it “My Customer, My Responsibility” and the goal of the initiative is to build a strong relationship by listening and resolving queries quickly. 

 

  •          Develop socially enabled enterprise: An enterprise wide participation includes cross functional collaboration with the rest of the organisation i.e having all product leads contribute to content and answers within the platform. As part of an organization-wide Brilliantly Connected Advocacy program, we are currently investigating the possibility of using Crowdsupport as a direct channel for connecting our customers with a face for each of our online customer support agents. This functionality will also allow our customers to come back to these agents for future interactions.

 

  •          Mobile First Strategy to drive better user experience: Across the last 6 months, 45% of visits to CrowdSupport have come via mobile handset or tablet device and as part of our mobile first strategy we are undertaking a full review of the community experience on a mobile device and over the next few months be making changes to ensure content is easily consumed.

 

Status:
2014 Lithy Submission

Lithys 2014: CommSec - The Organization Game Chang...

By JaniceK

Lithys 2014: CommSec - The Organization Game Changer

Status: 2014 Lithy Submission
by Lithium Technologies JaniceK ‎04-18-2014 10:51 AM - last edited on ‎04-28-2014 08:51 AM by Community Administrator Community Administrator

Company: CommSec 

Entry submitted by: Ben Shute (BenshuteManager, Social Business & Emerging Channels

Community: CommSec Community (Commsec.com.au)

Lithy category: Organization Game Changer 

 

CommSec is Australia’s leading online trading platform and a subsidiary of Australia’s largest bank, the Commonwealth Bank. We introduced CommSec Community in May 2013.

 

CommSec Community’s goal is simple - to be the largest active investor community in Australia. As a business, we recognized the potential to create a vibrant community where investors and traders can discuss trading strategies and ideas, and a place where those new to trading could learn from each other and feel free to ask questions about entering the market. 

 

In launching a Community with Lithium, we have become the first major broker affiliated Community in Australia, giving us a key point of differentiation for our customers.

 

Recognizing the breadth of assets we have to draw on, we have built the Community experience around the ability to connect and learn from other traders, our expert analysts and our customer support teams.

 

 

We have realigned our business in a number of key areas to make it a success:

-       The existing social team has been expanded to encompass Community management

-       We’ve created specific environment for daily analyst commentary and encourage debate around this content

-       In seeking to increase the ability for customers to make information easy to find and self serve, we have taken our FAQ library and expanded this into TKB content, adding a new level of depth and opportunity to cross promote where applicable in the forums.

-       We have established a specific area for our new traders to tap into the collective knowledge of our other customers and support teams, with a dedicated team created to manage our customer support through this, and other social channels.

 

For us as a business, it helps create a better educated investor and at the same time facilitate greater customer experience and self service.

 

In the first 12 months, the CommSec Community now has over 10,000 registered users having made nearly 50,000 posts, and another 8,000 active guests who return each week to read the content.

 

Our new to trading board remains the 4th most popular board within the Community, and has ~ 50% response rate on questions asked being answered by other Community members.


Company: CommSec 

Entry submitted by: Ben Shute (BenshuteManager, Social Business & Emerging Channels

Community: CommSec Community (Commsec.com.au)

Lithy category: Organization Game Changer 

 

CommSec is Australia’s leading online trading platform and a subsidiary of Australia’s largest bank, the Commonwealth Bank. We introduced CommSec Community in May 2013.

 

CommSec Community’s goal is simple - to be the largest active investor community in Australia. As a business, we recognized the potential to create a vibrant community where investors and traders can discuss trading strategies and ideas, and a place where those new to trading could learn from each other and feel free to ask questions about entering the market. 

 

In launching a Community with Lithium, we have become the first major broker affiliated Community in Australia, giving us a key point of differentiation for our customers.

 

Recognizing the breadth of assets we have to draw on, we have built the Community experience around the ability to connect and learn from other traders, our expert analysts and our customer support teams.

 

 

We have realigned our business in a number of key areas to make it a success:

-       The existing social team has been expanded to encompass Community management

-       We’ve created specific environment for daily analyst commentary and encourage debate around this content

-       In seeking to increase the ability for customers to make information easy to find and self serve, we have taken our FAQ library and expanded this into TKB content, adding a new level of depth and opportunity to cross promote where applicable in the forums.

-       We have established a specific area for our new traders to tap into the collective knowledge of our other customers and support teams, with a dedicated team created to manage our customer support through this, and other social channels.

 

For us as a business, it helps create a better educated investor and at the same time facilitate greater customer experience and self service.

 

In the first 12 months, the CommSec Community now has over 10,000 registered users having made nearly 50,000 posts, and another 8,000 active guests who return each week to read the content.

 

Our new to trading board remains the 4th most popular board within the Community, and has ~ 50% response rate on questions asked being answered by other Community members.

Status:
2014 Lithy Winner

Lithys 2014: Barclaycard- Lithium Platform Innovat...

By JaniceK

Lithys 2014: Barclaycard- Lithium Platform Innovator

Status: 2014 Lithy Winner
by Lithium Technologies JaniceK ‎04-06-2014 02:46 PM - edited ‎05-05-2014 12:23 PM

Company: Barclaycard US 

Entry submitted by: Jared Young (jaredyoung) Social Media Manager

Community: Barclaycard Travel (www.BarclaycardTravel.com)

Lithy category: Lithium Platform Innovator

 

Barclaycard US is the 9th largest credit card issuer in the US. We believe that social media provides the opportunity to change the dialogue between banks and customers and we are committed to building deep loyalty with our customers.

 

Lithium’s community platform is the driving force behind out latest innovation, Barclaycard Travel, where a portion of Barclaycard customers are invited to join a community, share their travel experience and earn more miles for their next trip. We are living the values of changing the dialogue and earning customer loyalty.

 

BarclaycardTravel.com is a one of a kind travel community where Barclaycard cardmembers and non-cardmembers can share travel experiences and earn miles that can be redeemed for travel rewards or e-certificates. Here are 6 ways that highlight how BarclaycardTravel.com has innovated on the Lithium platform:

 

  1.     Uses Lithium gamification capabilities and backend activity data to grant Barclaycard Arrival Participation Miles to community members
  2.     Tracks and manages a unique system that manages separate community experiences  for cardmembers and non-cardmembers.  This allows for granting different point values for the two community member types.
  3.     Uses Lithium blog as a travel storytelling container for members, revolutionizing the way people share and remember their travel experiences
  4.     Integrates with Google Maps™ and includes the capability to geotag blogs so they are  searchable on Google Map interface
  5.     Allows Search travel stories with filtered data leveraging profile data and Google Maps to enhance the experience
  6.     Beautiful design overlay on search and storytelling board to leverage gorgeous community travel photos. 

 

Barclaycard Travel – #1 & 2 Gamification & Miles = Loyalty

 

Profile page displays badges, miles earned, key profile information and the travel stories members have sharedMiles notification speaks to cardmembers and non-cardmembers – and the miles they have. Both sets of miles have distinct, real cash value. 

 

 

Barclaycard Travel – #3 Blog as Travel Storyteller

 

 

Barclaycard Travel  - #3 Blog as  Travel Storyteller 

 

 

…and once opened, the full story can be explored.

 

 

Barclaycard Travel  - #4 Google Maps Provide Stories with Visual Context

 

 

All of the details the storyteller has provided are mapped using Google Maps data.

 

 

Barclaycard Travel  - #5 Filtered search to find stories

 

This module allows members to search for stories that will be tailored for them based on their profile.

 

 

Barclaycard Travel  - #5 Map Search

 

Members can expand the map and search for the last 250 stories.

 

 

Barclaycard Travel – #6 Design

 

 

Lithium provides a beautiful home for these travel stories and stunning photos from the community – throughout the site Lithium modules are simply and elegantly displayed enticing members to interact with the stories.

 

 

Our business results

 

In just 5 months since the marketing launch, Barclaycard Travel has added close to 50,000 registered users, had nearly 1M page views and granted 8.5M credit card miles to customers. We are very pleased with these early results and all due to the innovation we’ve been able to achieve leveraging Lithium’s platform.

 

 

 

 

 


Company: Barclaycard US 

Entry submitted by: Jared Young (jaredyoung) Social Media Manager

Community: Barclaycard Travel (www.BarclaycardTravel.com)

Lithy category: Lithium Platform Innovator

 

Barclaycard US is the 9th largest credit card issuer in the US. We believe that social media provides the opportunity to change the dialogue between banks and customers and we are committed to building deep loyalty with our customers.

 

Lithium’s community platform is the driving force behind out latest innovation, Barclaycard Travel, where a portion of Barclaycard customers are invited to join a community, share their travel experience and earn more miles for their next trip. We are living the values of changing the dialogue and earning customer loyalty.

 

BarclaycardTravel.com is a one of a kind travel community where Barclaycard cardmembers and non-cardmembers can share travel experiences and earn miles that can be redeemed for travel rewards or e-certificates. Here are 6 ways that highlight how BarclaycardTravel.com has innovated on the Lithium platform:

 

  1.     Uses Lithium gamification capabilities and backend activity data to grant Barclaycard Arrival Participation Miles to community members
  2.     Tracks and manages a unique system that manages separate community experiences  for cardmembers and non-cardmembers.  This allows for granting different point values for the two community member types.
  3.     Uses Lithium blog as a travel storytelling container for members, revolutionizing the way people share and remember their travel experiences
  4.     Integrates with Google Maps™ and includes the capability to geotag blogs so they are  searchable on Google Map interface
  5.     Allows Search travel stories with filtered data leveraging profile data and Google Maps to enhance the experience
  6.     Beautiful design overlay on search and storytelling board to leverage gorgeous community travel photos. 

 

Barclaycard Travel – #1 & 2 Gamification & Miles = Loyalty

 

Profile page displays badges, miles earned, key profile information and the travel stories members have sharedMiles notification speaks to cardmembers and non-cardmembers – and the miles they have. Both sets of miles have distinct, real cash value. 

 

 

Barclaycard Travel – #3 Blog as Travel Storyteller

 

 

Barclaycard Travel  - #3 Blog as  Travel Storyteller 

 

 

…and once opened, the full story can be explored.

 

 

Barclaycard Travel  - #4 Google Maps Provide Stories with Visual Context

 

 

All of the details the storyteller has provided are mapped using Google Maps data.

 

 

Barclaycard Travel  - #5 Filtered search to find stories

 

This module allows members to search for stories that will be tailored for them based on their profile.

 

 

Barclaycard Travel  - #5 Map Search

 

Members can expand the map and search for the last 250 stories.

 

 

Barclaycard Travel – #6 Design

 

 

Lithium provides a beautiful home for these travel stories and stunning photos from the community – throughout the site Lithium modules are simply and elegantly displayed enticing members to interact with the stories.

 

 

Our business results

 

In just 5 months since the marketing launch, Barclaycard Travel has added close to 50,000 registered users, had nearly 1M page views and granted 8.5M credit card miles to customers. We are very pleased with these early results and all due to the innovation we’ve been able to achieve leveraging Lithium’s platform.

 

 

 

 

 

Status:
2014 Lithy Submission

Lithys 2014: Autodesk - Best Community Design

By JaniceK

Lithys 2014: Autodesk - Best Community Design

Status: 2014 Lithy Submission
by Lithium Technologies JaniceK ‎04-15-2014 12:57 PM - last edited on ‎04-28-2014 08:54 AM by Community Administrator Community Administrator

Company: Autodesk 

Entry submitted by: Michael Pascucci (MPascucci) Senior Community Engagement Manager

Community: Autodesk Community (http://forums.autodesk.com/)

Lithy category: Best Community Design

 

Autodesk, Inc. is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. 

 

Like most software companies, Autodesk is focused on providing comprehensive solutions that our user base can rely on while also reaching new areas of the marketplace that were previously uncharted. Unlike other companies, Autodesk is also committed to reinventing our standard business model, moving away from standard licensing and into a flexible use anywhere, on any device, at anytime model.

 

With a very large portfolio of products, constant flow of acquisitions, emerging space in the consumer market, and increased access, our traditional support and feedback mechanisms no longer match our nontraditional business goals, nor are they able to keep up with the rapid customer base growth.

 

Lithium has provided us with an avenue to combat the above, providing a true peer-to-peer community space where users ask technical and subject matter related questions, share suggestions and answers, support overall product mastery, and collaborate on future product and service enhancement suggestions, all the while reducing the need for direct one-on-one support (forums) and Research and Development (ideastations).

 

 

Autodesk Community Redesign

 

In November 2013 the Autodesk Community site was rereleased, following an extensive redesign process which was supported by Lithium Professional Services. The result was a new compelling, easy-to-use site & experience that: optimizes our customers' ability to help themselves as well as each other; accelerates collaboration and innovation with our products & services; enables easy content creation, curation and distribution; all the while extending customer relationships each other, and Autodesk as a whole.

 

 

Focus of redesign:

 

  1.        Update the look and feel
  2.        Improve the navigation
  3.        Increase offerings for interactions
  4.        Create a visually appealing and personal experience

 

We feel that we have taken a major step in accomplishing what we were set out to, after listening to our Community and what their needs were.

 

User Benefits:

 

The Autodesk Community redesign will deliver member-driven changes to enhance the structure, feature set and visual design of the community – all intended to deliver answers to our customers as quickly as possible and ease unnecessary overhead contributing to the community.

 

We have updated the look and feel, creating a true destination for our Community. We have improved the overall navigation, creating an intuitive interface for our Community to be able to find information easily. We have “up-leveled” our Idea Station and Articles to the front page for easy access. We are also highlighting our Community members (Expert Elites), which should help to increase our activity within member profile pages. We will also be updating the ToS of the Community to add Creative Commons licensing to all community content.

 

Business results

 

     

 

Watch our video showcasing our redesign: https://autodesk.app.box.com/s/lcod9ztxrxfm7jexjyfd


Company: Autodesk 

Entry submitted by: Michael Pascucci (MPascucci) Senior Community Engagement Manager

Community: Autodesk Community (http://forums.autodesk.com/)

Lithy category: Best Community Design

 

Autodesk, Inc. is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. 

 

Like most software companies, Autodesk is focused on providing comprehensive solutions that our user base can rely on while also reaching new areas of the marketplace that were previously uncharted. Unlike other companies, Autodesk is also committed to reinventing our standard business model, moving away from standard licensing and into a flexible use anywhere, on any device, at anytime model.

 

With a very large portfolio of products, constant flow of acquisitions, emerging space in the consumer market, and increased access, our traditional support and feedback mechanisms no longer match our nontraditional business goals, nor are they able to keep up with the rapid customer base growth.

 

Lithium has provided us with an avenue to combat the above, providing a true peer-to-peer community space where users ask technical and subject matter related questions, share suggestions and answers, support overall product mastery, and collaborate on future product and service enhancement suggestions, all the while reducing the need for direct one-on-one support (forums) and Research and Development (ideastations).

 

 

Autodesk Community Redesign

 

In November 2013 the Autodesk Community site was rereleased, following an extensive redesign process which was supported by Lithium Professional Services. The result was a new compelling, easy-to-use site & experience that: optimizes our customers' ability to help themselves as well as each other; accelerates collaboration and innovation with our products & services; enables easy content creation, curation and distribution; all the while extending customer relationships each other, and Autodesk as a whole.

 

 

Focus of redesign:

 

  1.        Update the look and feel
  2.        Improve the navigation
  3.        Increase offerings for interactions
  4.        Create a visually appealing and personal experience

 

We feel that we have taken a major step in accomplishing what we were set out to, after listening to our Community and what their needs were.

 

User Benefits:

 

The Autodesk Community redesign will deliver member-driven changes to enhance the structure, feature set and visual design of the community – all intended to deliver answers to our customers as quickly as possible and ease unnecessary overhead contributing to the community.

 

We have updated the look and feel, creating a true destination for our Community. We have improved the overall navigation, creating an intuitive interface for our Community to be able to find information easily. We have “up-leveled” our Idea Station and Articles to the front page for easy access. We are also highlighting our Community members (Expert Elites), which should help to increase our activity within member profile pages. We will also be updating the ToS of the Community to add Creative Commons licensing to all community content.

 

Business results

 

     

 

Watch our video showcasing our redesign: https://autodesk.app.box.com/s/lcod9ztxrxfm7jexjyfd

Status:
2014 Lithy Submission

Lithys 2014: Google Glass - Most Creative Promotio...

By JaniceK

Company: Google Glass 

Entry submitted by: Sarah Price (sarahprice) Social Media & Community Lead and Teresa Zazenski (tzazenski) Community Manager

Community: Glass Explorers Program (http://glass-community.com)

Lithy category: Most Creative Promotion or Launch 

 

Entry for I Am an Explorer video:

 

 

The Glass Explorers Program started in April 2013. We made Glass available to bold, creative individuals from different walks of life to help shape the future of Glass. People don’t just buy Glass, they become a “Glass Explorer.” Through the Explorers Program, we seek to empower our customer community to introduce the world to Glass and share their feedback to make Glass better.

 

On April 10, 2014, we announced that we would be expanding the Explorer Program. For one day on April 15, any adult living in the US would be able to buy Glass and become an Explorer.

 

There are countless public fan communities for Glass, but our official community is hosted by Lithium, with private discussion areas restricted to Glass Explorers. This enables customers to have open and honest conversations about Glass and the Explorer Program. Our team uses our Lithium community to get direct feedback and input from our Explorers in many ways, including through a “Glass Wishlist” ideation board. We also use Lithium Social Web to monitor and engage with feedback and Explorer-created content across the web.

 

Our community of Explorers is the heart of our program, so for certain key Explorer Program milestones, we have invited our Explorers to share content with us that we used to create a community-driven launch video for our marketing efforts. These videos focus on the Explorers and show the world who makes up our community. They also show our Explorers how important they are to our team and to the program, especially in times of change: both milestones involved expansion of the Explorer Program. This makes the change a bit less scary and helps our veteran customers to welcome our new customers. We directly asked for new submissions in our community, and also used Lithium Social Web to identify additional Explorer content that fits into our theme.

 

 

I Am an Explorer [Through Google Glass] announced a new expansion of the Explorer Program where any adult in the US could become an Explorer for a limited time. This video showcases the diversity of our Explorers and shows some of the things that real Explorers do.

 

We were very pleased with the engagement that resulted from the campaign, and the finished product reflected our values and the heart of the Explorer Program.

 

Please see our entry for Digital Strategy Leader for more on the Explorer Program.

 

Business results

  •       Video was released on April 10, 2014 and has 108k views as of April 24, 2014 (live for 2 weeks).
  •       While submissions were open, the campaign was the 2nd most viewed and replied discussion in the community and received the most kudos by a margin of 61%.
  •       We additionally received qualitative positive feedback from our Explorers about the campaigns

 

 

 

 


Company: Google Glass 

Entry submitted by: Sarah Price (sarahprice) Social Media & Community Lead and Teresa Zazenski (tzazenski) Community Manager

Community: Glass Explorers Program (http://glass-community.com)

Lithy category: Most Creative Promotion or Launch 

 

Entry for I Am an Explorer video:

 

 

The Glass Explorers Program started in April 2013. We made Glass available to bold, creative individuals from different walks of life to help shape the future of Glass. People don’t just buy Glass, they become a “Glass Explorer.” Through the Explorers Program, we seek to empower our customer community to introduce the world to Glass and share their feedback to make Glass better.

 

On April 10, 2014, we announced that we would be expanding the Explorer Program. For one day on April 15, any adult living in the US would be able to buy Glass and become an Explorer.

 

There are countless public fan communities for Glass, but our official community is hosted by Lithium, with private discussion areas restricted to Glass Explorers. This enables customers to have open and honest conversations about Glass and the Explorer Program. Our team uses our Lithium community to get direct feedback and input from our Explorers in many ways, including through a “Glass Wishlist” ideation board. We also use Lithium Social Web to monitor and engage with feedback and Explorer-created content across the web.

 

Our community of Explorers is the heart of our program, so for certain key Explorer Program milestones, we have invited our Explorers to share content with us that we used to create a community-driven launch video for our marketing efforts. These videos focus on the Explorers and show the world who makes up our community. They also show our Explorers how important they are to our team and to the program, especially in times of change: both milestones involved expansion of the Explorer Program. This makes the change a bit less scary and helps our veteran customers to welcome our new customers. We directly asked for new submissions in our community, and also used Lithium Social Web to identify additional Explorer content that fits into our theme.

 

 

I Am an Explorer [Through Google Glass] announced a new expansion of the Explorer Program where any adult in the US could become an Explorer for a limited time. This video showcases the diversity of our Explorers and shows some of the things that real Explorers do.

 

We were very pleased with the engagement that resulted from the campaign, and the finished product reflected our values and the heart of the Explorer Program.

 

Please see our entry for Digital Strategy Leader for more on the Explorer Program.

 

Business results

  •       Video was released on April 10, 2014 and has 108k views as of April 24, 2014 (live for 2 weeks).
  •       While submissions were open, the campaign was the 2nd most viewed and replied discussion in the community and received the most kudos by a margin of 61%.
  •       We additionally received qualitative positive feedback from our Explorers about the campaigns

 

 

 

 

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