Company: BSkyB
Entry submitted by: Jenny Stewart (JST03) Community Content Manager
Community: Sky Help Forum (helpforum.sky.com)
Lithy category: Best Superfan Story or Insight
________________________________________________
Best Superfan Story/Insight
BSkyB
2013
In July 2012 we introduced our innovative Super User Program on the Sky Help Forum Community, recognising the super contributions from some of our forum members. Our Sky Help Community Super Users are individuals from within our Community who are the ultimate Sky boffins. Their technical prowess, detailed knowledge and broad range of expertise mean that they are the most valuable commodity in sourcing answers to our Customers questions. Whether they are technical aficionados looking to get the optimum performance of advanced applications or a technophile looking to simply decipher the jargon our Super Users can offer insight and support across our Customer base. All of our Super Users are independent of Sky and offer a true Customer insight in how to get the best from our products and services.
We wanted to implement a Super User program which truly recognised those active members within our Community who were advocates of sharing knowledge and best practice and wholeheartedly encompassed our methodology of peer to peer support and inclusion.
In being an advocate of our Customers and understanding their viewpoint our Super Users can offer a definitive insight into the sentiment of our audience and work with us to envisage a cohesive community built upon our core values. Our current base of 12 Super Users, have been recognised not only by Sky but by their peers as frequent, knowledgeable contributors with the Kudos and Accepted solutions to prove they are ‘worthy’ :)
To recognise the contribution of our band of expert Superfans we provide them with enhanced access to encapsulate them as part of the Sky team. “The Boardroom” our Private Community boiler room allows us to engage with our Super Users at a unique level understanding their views, ideas and feedback on new product trials, services and general discussions about almost everything. Not only that, but their contributions to our dedicated Knowledge Base and Monthly Blog articles truly gives a unique view of what it means to be a Super User and a true Sky Superfan.
One of our original community members on the Sky Help Forum was Annie+UK who registered on 27th October 2010 and has become a mainstay Sky boffin across our Help Forum offering insightful help and support to our Customers.
As a respected senior member within our community Annie+UK is our ultimate Superfan and was a first choice to join our Super User Program when launched.
However, it wasn’t always that way. During the early days, Annie+UK felt frustrations with regard to issues she was having related to her service provision and how this was handled from a customer support point of view, all of her frustrations were evident in her posts. A lot of this had to do with transparency, product development and honest communication. In case managing the issues experienced by Annie+UK we began to develop a foundation of open communication and feedback which offered us key insights into the sentiment of our wider community. Her insight was invaluable as a true testament of the value of our Customer’s knowledge and experience. Cultivating a strong relationship based on a mutual support and shared knowledge has integrated Annie+UK and our wider Super Users into the Sky team.
Being part of the Super User program and having the opportunity to build relationships with the Sky team allowed us to be more open and honest and along with having the opportunity to be involved in beta trials has helped change Annie+Uk’s opinion and rather than leaving the community she has become an advocate, this is evident in her having read 90%of all posts across our Community Forum and in supporting her peer customer group has responded to in excess of 2,750 Customer queries.
Her continued support of our Community members in sharing her knowledge and advice has assured her respected status as one of our key Super Users. She is not afraid to ask difficult questions and pose feedback directly to us based on Customer experiences which, assures that we can continually improve our service for our Customers. Her inspirational and engaging manner has assured she is an advocate of both our Customers and Sky which, has been key in the continued development of our Community and indeed our service provision.
In essence, Annie+UK has spent over 1 ½ years logged into the community, for a community that is less than 3 years old…making Annie+UK our ultimate Super Fan.
