Paul Gilliham is Lithium's Director of Customer Marketing, responsible for customer engagement marketing, social media and Lithium's own community, the Lithosphere.
Forrester's Marketing and Strategy Forum EMEA 2010 was held in London earlier this week. It's a meeting of minds looking at how customer experience is changing the way that companies engage with customers.
One of the highlights of the event was the announcement of the International division Groundswell Awards and I am delighted to say that two of our customers won in different categories!
So congratulations to:
Giffgaff – Winner of B2C International, Embracing
Forrester's Comment: Giffgaff is a UK mobile operator that started embracing its customers before it ever launched a product. When founder Vincent Boon decided to start a mobile network, he built an online forum to find out what people really wanted – and that input led directly to the creation of giffgaff’s packages and pricing. Today that forum still serves as the heart of the company – the place where customers contribute ideas for further product innovation and contribute ideas for marketing and promotions. The forum also handles 100% of customer support issues, most within five minutes. (The company doesn’t even have a call center!) Giffgaff is one of the best examples of embracing we’ve ever seen entered in the Groundswell Awards.
HP – Winner of B2C International, Support
Forrester Comment: Hewlett Packard wanted to improve customer service while reducing its own support costs. The HP Consumer Support Forum, which it built with the help of vendor Lithium, does just that by giving customers a chance to share tips and answer each other’s questions 24 hours a day. In the past two years hundreds of thousands of people have shared ideas and solutions in seven languages across 20 countries. And while HP puts experts in the forum on occasion – like during the launch of new operating systems – 95% of forum content comes directly from customers. To date more than 4.6m people have told HP that the forum solved their support issues, which HP says makes customer happier and saves the company millions in support costs.
Forrester's Nate Elliot's full blog is here if you want to read about all the winners.
We're delighted for the teams at both giffgaff and HP. Picking up even a finalist mention in Groundswell is great validation for your philosophy and direction, but winning one is something special.
Well done. What a great way to finish the week!
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