Company: HP Consumer Support
Entry Submitted by: Dani Weinstein Social Media Support Manager (Dani)
Community: HP Consumer Support Forum (http://h30434.www3.hp.com)
Lithy Categories: Best SuperFan Story or Insight
HP Experts rock!
What’s better than one super fan? Try 140!
In March, more than 140 HP enthusiasts (known as HP Experts) from all over the world gathered in San Francisco at the first-ever HP Social Support Summit to share best practices, explore HP technologies and build relationships.
These top contributors to HP’s award-winning Consumer Support Forums are the strongest influencers within HP’s community. Collectively, they tackle more than 50% of the problem resolution despite making up less than 1% of the forum community membership. They are the life blood of HP’s Forums, and their active participation directly influences the vibrancy and vitality of the 7 HP forums communities.
The global conference showcased the technologies, strategies, and best practices that underpin HP’s social media philosophy. Experts were invited to tour HP’s headquarters in Palo Alto, CA to get a sense of HP’s history and culture.
Speakers from the top ranks of HP and Microsoft, as well as social media and customer service industry experts, treated HP Experts to informational and entertaining talks, while a motivational speaker kept energy levels high throughout the conference. Lithium’s own Chief Community Officer, Joe Cothrel, also jumped on stage for a deep dive on the specific challenges and trends that lie ahead in social media.
There was also plenty of time for fun and conversation as HP Experts joined in morning “fun runs,” collaborated with peers during group dinners, and shared ideas in the HP Oasis break room. Last but not least, Experts were honored at an awards presentation recognizing the top forum contributors to wrap up the three-day event.
As the highest ranking forum member across all languages, DavidPK received top honors.
The Social Support Summit was a grand event for HP to recognize and reward these volunteers and say ‘Thank You’ to the people who freely give their time to help HP customers.
After the event, HP Experts shared their thoughts on the summit:
- ”To do the simplest of things well, and to get a thank you means everything.”
- ”This was a beautiful moment and a wonderful experience to meet all the fantastic, talented people from everywhere!”
- “SoMe team thank you so much for the most extraordinary adventure of my life.” …Daniel_P
- “Yes, thank you so very much to everyone involved in organizing and attending the S3 events! It was a grand experience for me in both a personal and professional aspect!” …Kalt
- “All I can say is WOW! The forum was such a great opportunity to meet folks I have been working with here for years, to trade ideas and learn best practices. The speakers were excellent, the activities were fun and the organization and logistics were really well done. Kudo's to all of you who made this possible.”…Bob_Headrick
The HP team also is taking insights and suggestions from the HP Expert attendees straight to our product and service teams to improve our HP products and service offering. There is no shortage of ideas to share, either: HP Experts attached more than 90 ideas to the HP IDEA Wall at the general sessions.
Katie Harris, HP Summit Event Coordinator notes,”The first annual HP Social Support Summit surpassed all of our wildest expectations. What a pleasure it was to meet our top members and thank them in person for their tremendous contributions to the HP Communities.”
To encourage ongoing dialogue with and recognition of the Expert volunteer team, HP is committed to continue its ongoing meet-up events around the world.
The meet-ups are informal face-to-face social gatherings that include HP global and regional teams and Experts. The smaller events are just another way to let the Expert teams know they are valued and important to HP and to the HP community.
When asked why they dedicate so much time to the forum, Experts’ answers are almost always unanimous: “We simply like to help and enjoy the challenge of solving issues and spreading a smile around.”