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Entry submitted by: Siobhan Flanigan (Siobhan) Social Customer Care
Community: HP Support Forums (http://h30434.www3.hp.com/)
Lithy category: Most Creative Community Promotion or Launch
HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. With the broadest technology portfolio spanning printing, personal systems, software, services and IT infrastructure, HP delivers solutions for customers’ most complex challenges in every region of the world. More information about HP (NYSE: HPQ) is available at http://www.hp.com
The goal of our Community promotion
Imagine being able to gather insights that saved your company a million dollars, got your senior vice president to actively promote your community, and spiked every key performance metric for the cost of a few pizzas.
HP achieves this with HP Expert Days. These virtual events held on the HP Support Forums let customers connect with the employees who designed their product or wrote the manual.
Customers love the event because they have access to the brightest minds in HP and can get help on any question they have whether or not the product is in or out of warranty. In addition, they can learn new ways to use their products such as how to set up a wireless network to print or stream a program to their TV. Also since the HP Support Forums are optimized for search engines, posts with answers are viewed around 2,000 times. This means that customers are able to view the answers long after the day has ended.
The HP Expert video explains what the event is by driving awareness.
Months before the event, HP creates the materials needed to promote the event. By working closely with marketing, HP promotes the event on key sites such as Twitter, Facebook, LinkedIn, Google+, Instagram, Pinterest and now YouTube.
The most recent and important promotion is the HP Expert Day video. A well-produced video increases information retention by 50% and speeds-up buying decisions by 72% over a print brochure.* Making a video on HP Expert Day was a critical way to improve customer’s understanding about what HP Expert Day is and why they should visit the community.
*Source: The Wharton School of Business at the University of Pennsylvania
HP Expert Days impact every community metric tracked.
HP Expert Days connects our most valuable employees with our customers. For customers, it means that they can get an unparalleled level of expertise, which increases customer loyalty. It’s not every day that customers want to buy employees a beer.
“Your advice worked - thanks. If you ever come to Denmark I'll buy you a beer.”
Here are some other comments community members made:
“Thanks!!! It worked!! YOU ROCK! LOVE HP!”
“Again, thank you. It is comforting to know that the forums provide an excellent source for information in resolving issues.”
“You've DONE IT!!! You've managed to walk me through this mess….I thank you with all my heart.”
Great Information - thanks for sharing what you did!
Well done, great information!
Great promotion to improve the metrics and give customers a great service 😉
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