Imagine the thrill we all felt last year when Fitbit was named the Regional Star : North America winner at the 2016 Lithy Awards. We were truly honored to receive this industry acknowledgement among so many inspiring brands. It was a strong testament to how hard our team worked all year to strengthen the connection between our customers and product support, and ultimately deliver top-notch digital customer care. One year later, we’re still buzzing from our win whenever we glance over at our Lithy trophy that sits proudly in our SF office.
But that’s not the only reason to submit. Now that we’re gearing up for this year’s Lithy Awards, here are my top 5 reasons why you should enter:
1. Industry recognition
Each year, the competition to win a Lithy gets even more fierce. And as a winner selected by a prestigious panel of judges along with the popular vote on Lithium’s community, your company will receive the acknowledgement you’ve worked so hard to achieve. The industry accolades bring pride to your company and will serve as a great promotional tool for you and your brand.
2. Celebrate with your team
Your team works hard! All of the emotional energy and time spent pondering how to handle tough discussions and improve community relations deserves celebration. There’s no better way to boost morale and bring your team together than to celebrate each other’s efforts, both individually and together.
3. Quantify your results The Lithys are a great opportunity to document your success story. See this as a chance to put real results and metrics to paper and reflect on how your efforts have made a difference with your customers. For example, in our 2016 Social ROI Titan submission, we calculated a 616% increase in contacts to our dedicated support handle on Twitter, and a projected 225% ROI for our community—all numbers we crunched to share in our Lithy submission. As a bonus, you can use this asset to showcase your team’s accomplishments to your colleagues, executive team and business partners.
4. Learn from the success of your peers
It’s no secret that social is ever-evolving and a breeding ground for innovation. Every brand has a unique approach, and the success of your peers can help spark brilliant ideas for your company. I felt particularly inspired by HP- the winner of the Total Community All-Star award. Let yourself be inspired by how other brands are shaking up their industries and making a strong impact with their digital strategies.
5. The Lithy itself Finally, who wouldn’t want to take home the highly coveted Lithy trophy? It is a stunning piece of hardware, and it’s yours for the taking.
Best of luck to you as you compile your Lithy entry. For instructions on how to submit, click here!
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Rekindling this thread seeking an update from @JeffSp on whether we'll have real data on utilization of this feature any time soon? Very interested to get a sense of just how frequently this is used, and which types of users are most likely to embrace email engagement. Although we'd generally prefer to have community members spending time on site, discovering content, and getting to know each other, we also want to give them the option to respond immediately to a post that's relevant to them and keep the conversation going. In my opinion, that means highlighting the reply by email option. We've been using this feature on our community since launch and know that it was popular from day one because we initially sent Community Notifications from a live, managed inbox and educated a decent number of people every day on how to properly use the functionality (click "reply," don't hit "reply" :) ) when they replied back with a comment meant for the forums. We went through multiple email template design changes to make the Reply link pop and even inserted some explainer text at the top reminding to click the link in the email, not the button on the email client. All that intervention went a long way, but as the community grew we found we didn't have the humanpower to monitor the inbox so we switched over to a friendly auto-reply. Now, it's clearly still a popular option because we spot (and remove) email signatures with some frequency. Initially, we tried to use regex to wipe the personally identifiable data, but it was not reliable and would sometimes blank out emails or phone numbers we wanted to display (like those to our sales or support lines). So instead, we're using content filters to flag the PII to our moderation team who can help to protect member privacy by editing out erroneously submitted email addresses, job titles, phone numbers, etc. Even with little pain points like taking care with users' email signatures, the feature is worth it. Would be fabulous to know how often those links are clicked and email replies successfully submitted -- and to what types of threads, how much faster on average do users respond if they reply by email, etc. The type of insights and interesting research this data could spark is tantalizing...! Please say instrumentation on these links is coming :) JeffSp wrote: Wow is right! Great topic and discussion -- this is something we've discussed across several interrelated areas at Lithium as well. One thing we'd like to do is add some more instrumentation to the whole notifications system so we can all start to see some numbers and trends about the use of notifications and the engagement they can drive. Another thing we've evaluated is how much "engagement context and features" should we deliver to the user's email inbox. Reply and kudos via the links in email are pretty prevalent. But how about accept as a solution, helpfulness ratings, etc? And what about important engagement context to the user's inbox -- the posting user's avatar, rank, badges, # of posts, the number/time of replies to the thread you are replying to... and how about the leaderboards, hot topics, and related content for the area from which the message came? Or how about including the recipient's "personal impact metrics" and some personalized content (e.g. "recent replies to conversations you started" "other threads you might be interested in"). These all raise questions about where the engagement is happening -- on site or in the inbox or can we blend this -- and what are the characteristics and value for each point of engagement. -- Jeff
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We just started running into this as we're over-staffed ahead of the holiday season, and occasionally two people will hit Reply and start composing their responses around the same time. Thanks for pointing out these related feature requests, @Wendy_S.
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We're ramping up our social programs and want to provide our Social Agents with the same incentives that Agents contributing to our Chat, Voice, and Email LOBs receive. As a rule, we emphasize quality over quantity and CSAT above all else. While I am also hoping to introduce methods of measuring CSAT on Twitter, Facebook, and Community, we don't have any systems currently in place. We're tracking all the key Agent Performance metrics through LSW, but none of these metrics strike me as particularly good measures of quality + performance, considering the more challenging questions may be escalated within the group to the more tenured agents who may have to spend more time crafting a response and will therefore be sending out less responses overall. (Data so far proves that this is true and that top performers and bottom performers rank similarly with Response HT and Responses/Resolutions per hour.) With that in mind, we are limited to measurements like: Quality (based on a standard scorecard and thoughtful QA/coaching process) Attendance Other LOBs include: Agent Rating (derived from CSAT survey) CSAT FCR What does your Social Agent Scorecard look like? Do you have any CSAT or Agent Rating solutions for Social?
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@GrazittiI @jchen @JasonHill Great contributions last month! @JasonHill Nice to know the man behind the doormat, but I'm going to miss seeing @flyingdoormat around; really loved that handle. :)
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The new platform sounds very promising. Thanks @KellyT and Training/Dev teams for putting in the hard work to improve your clients' professional development prospects and champion social business around the globe!
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Meetups are wonderful! Nothing beats a face-to-face conversation to work through the kinks of any community problems you may be facing. In addition to LinkedIn and Meetup, you can try Facebook (Community Manager, Advocate, and Evangelist is a good one) and Google+. Not every community will meet your needs and it may take some time to find the groups that really resonate with you, but if you're patient and contribute regularly, you should be able to get a sense of what's out there and which communities will bring you value, friendship, and knowledge.
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