Past Lithys (old format)
Check out Lithy entries from previous years.
Company: National Instruments Categories: Best Community Business Integration Entered by: Laura Feeney (Laura) Community Name: NI Discussion Forums URL: forums.ni.com     National Instruments (NI) transforms the way engineers... See more...
Company: National Instruments Categories: Best Community Business Integration Entered by: Laura Feeney (Laura) Community Name: NI Discussion Forums URL: forums.ni.com     National Instruments (NI) transforms the way engineers and scientists around the world design and deploy systems. Often deemed the "Home Depot for Engineers," NI offers a wide variety of hardware and software products to empower technology leaders working on applications ranging from LEGO MINDSTORMS® NXT® software to hardware for the CERN supercollider. At National Instruments, we understand the importance of embracing our lead users and other customers when developing new product features for our flagship software platform, NI LabVIEW. While social innovation has been a hot topic among technology companies recently, we truly embrace this notion of co-innovation and have built user feedback into the development process. The LabVIEW Idea Exchange on our website (powered by Lithium) has been instrumental in our success. Customer Loyalty Survey Data As we began to think about building co-innovation into our LabVIEW development process, we knew we needed to gather more information about our community, because we intended for community members to be part of the process. We began by evaluating our community. We specifically wanted to embrace the audience of innovators and evangelists in our community, and to find these innovators and evangelists we used customer loyalty survey information.   The survey showed that 41 percent of NI customers are “active” NI community users. Additionally, the more active the customer is with the NI community, the more loyalty they are meaning they are:     likely to recommend to a colleague, repeat purchase the same product or or purchase new products.     This data, shown in the following graphs, emphasized the need for NI to embrace these customers for software development.     Objective One of our key social business objectives is to embrace our customers when developing new versions of LabVIEW. Using cutting-edge social technologies, we want to not only listen to their feedback but also incorporate it into our products. Because no industry represents more than 15 percent of our revenue, it is imperative that we gather feedback from various areas to prioritize new features and connect with lead users as we enter emerging markets or new vertical industries.   Strategies and Technologies After evaluating our audience and objectives, we came up with the following strategies: • Make it easy for NI customers to share, discuss and vote on new software features • Obtain feedback from lead users as we enter new markets  • Encourage customers to share their feedback in the community-driven software development areas • Launch customer-driven software developments at NIWeek 2010  • Integrate these ideas with traditional marketing  The LabVIEW Idea Exchange was born out of the need to implement the above strategies. Going beyond the typical beta program, it is one area of our website where the online community can interact directly with NI R&D and provide candid feedback about our products. We then work to incorporate their feedback into our products as much as possible, which results in increased customer satisfaction because they see that we pay close attention to their needs and suggestions.       We promoted the Idea Exchange on the NI home page.In the LabVIEW Idea Exchange , LabVIEW users can submit and vote on features covering topics such as user interface enhancements, performance improvements, computation capabilities, and hardware integration. Since August 2009, more than 2000 ideas have been submitted for consideration in future versions of LabVIEW. In August 2010, the newest version of LabVIEW launched with 14 new ideas incorporated into the product. This video shows some of the users whose ideas were incorporated.        The LabVIEW Idea Exchange includes ideas straight from customers interested in helping NI develop the next version of LabVIEW.   In today’s social environment many companies are interested in what their customers are saying, but do not know how to best gather this information. The most innovative characteristic of our activities is that we not only used social technology to listen to our customers, but we also incorporated their feedback directly into our products and gave them immediate access to our R&D team. Many companies are afraid of what their customers might say about their products, but by making co-innovation an important step in the product development cycle, we have been able to work with our customers to create better and more technical products.   Results Overall, the LabVIEW Idea Exchange has been a great success. One important measure is that it has decreased the number of customer complaints. Before the Idea Exchange existed, customers requested new features for the product by emailing a private database maintained by R&D, and if users had a complaint they often posted it to their own blogs. By launching an open, public idea board for users to share their feedback, we gave our customers a voice that they did not have before in the development of our software.   We have also seen an increase in our own productivity because we no longer have to guess on the priority of new software features. Now our community does the initial prioritization of these new features followed by our R&D team.   Some specific metrics follow: • 2,400 Ideas submitted across several software product lines (initial goal first year goal was 500) • More than 47,800 votes on product ideas • 9,470 customer comments on ideas • More than 45,400 unique visitors to the Idea Exchange, for a total of 99,100 visits  • LabVIEW 2010 included 14 new features from the Idea Exchange  • The LabVIEW 2011 beta (the new version will release in August) includes 13 new features from the Idea Exchange
Company: CommSec Entry submitted by: Ben Shute (benshute) Social Media Manager Community: CommSec Community (commsec.com.au) Lithy category: Best New Community, Best Community Technical Implementation, Best Community Design _____________... See more...
Company: CommSec Entry submitted by: Ben Shute (benshute) Social Media Manager Community: CommSec Community (commsec.com.au) Lithy category: Best New Community, Best Community Technical Implementation, Best Community Design ________________________________________________   The CommSec Community is a unique proposition within the Australian online broking space. CommSec, as Australia’s largest online broker, has created a place for customers to connect with each other and discuss the share market, trading strategies, charting and other aspects of online trading. Regardless of how long they have been trading, or what their trading style is, this is a place where all customers can feel comfortable and learn from each other.   We launched in early February with a migrated client base from our previous chat room functionality. Over the last 6 weeks, they have populated with content - insights into sectors and stocks, charts on the price of gold, silver, oil and currencies, and offered up many ideas for enhancements to make the community a better place for all.     From a design and technical perspective, we have a number of custom enhancements to the platform which we believe are firsts in their field: We have the latest market indices and traded stocks constantly updating within the Community.                                                                     2. We have integrated ASX stock codes within the posting functionality, which allows us to: Generate sector and company specific views of the community Pull in and display the latest price information as it relates to the particular stock Display any company announcements that are made Members can buy and sell stocks directly from within the Community, add a stock to their watch list, or get a more detailed quote 3.  We have also included a sentiment indicator as part of the post creation page, where members discussing a stock can tell us if they think it’s a buy, hold, sell, reduce or accumulate. This allows us to: Measure market, sector and stock sentiment Compare that sentiment to the most traded stock data from the ASX While we are in our infancy, we are looking at a number of future enhancements that will take the aggregated data we are capturing and use it to foster the vision of our customers learning from each other.
Company: Vodafone Espana  Entry submitted by: Zaira Pérez (Zperezp) Specialist, Self Management Channel Community: Foro Vodafone(http://foro.vodafone.es) Lithy category: Digital Strategy Leader   Vodafone Spain's aim is to provide best... See more...
Company: Vodafone Espana  Entry submitted by: Zaira Pérez (Zperezp) Specialist, Self Management Channel Community: Foro Vodafone(http://foro.vodafone.es) Lithy category: Digital Strategy Leader   Vodafone Spain's aim is to provide best in class service to our customers with innovative and great value added offers and products.Vodafone Spain eForum Community serves the needs for those customers after product acquisition in order to provide a great experience and exploitation of their devices & acquired services.    Lithium provides Vodafone Spain the channel to enable direct communication with customers in order to satisfy their queries and incident resolution. At the same time, we provide customers with a Knowledge Center with loads of Tutorials and tips to engage and improve their mobile devices and DSL connection.     Vodafone Spain Heroes was created with the intention to enable a Community where users can compete to get new badges and powers while helping each other to solve their queries. This gamification programme not only encourages greater customers/users participation but also promotes new useful content creation. The new interactions and content also engage user self-management and product knowledge. This enables great Community growth for Vodafone Spain eForum users as a support channel to get helpful and resolute answers providing internal KPIs a real boost.   Since the Programme started back in November 2013, “Vodafone Heroes Programme” participants drove over 10k new interactions within the Vodafone Spain and over 25 contestants actively help out other users. A great amount of kudos and new accepted solutions have been originated from those answers and users keep on recommending the Programme to their friends. In addition to this programme, Heros have created 134 helpful and resolute new posts. With these new posts, Heros have provided an increase of the Vodafone Spain forum visits volume by over 67K (an average of 500 visits per new Hero post). In addition, Heros helped to get an incremental 20% SEO in comparison with the previous year.   More about the Vodafone Heroes Programme   Our Vodafone Spain Heroes Programme is focused on acquisition of new Community Members and Moderators outside the company employees to enable a real 2.0. approach.  Vodafone Spain Heroes is created with the intention to enable a Community where users can compete to get new badges and powers whilst they help each other to solve their queries.   This gamification programme not only encourages greater customer/users participation but also promotes new useful content creation. Those new interactions and contents also engage user self-management and product knowledge. This enables great Community growth for Vodafone Spain eForum users as a support channel to get helpful and resolutive answers providing internal KPIs a real boost.   Vodafone Spain Heroes Programme is closely monitored on a weekly basis by the Spain Community Managers who provide Heroes with guidance and one-to-one follow up on their adventure. The Programme includes 3 role categories (Vodafone Hero Apprentice,  VodfoneHero and Vodafone SuperHero) and 4 power badges (speed, wisdom, aim and creation) that allow users to possess different strengths.   Programme is based on nomination of weekly winners for each power badge providing users with exclusive benefits and privileges as they get Points of power along with their nominations. Benefits are also related with fame and pride such as allowing users to moderate or ban other users as well as collaborating on official content creation published within Vodafone sites. There is a Points of Power catalogue accessible to the users once they enter the programme where users can redeem and select their desired prizes. Offer range is very wide not only offering goods but also “benefits” and events participation or pride recognition.   Any Vodafone Spain eForum registered user is eligible to participate on the Heroes Programme. Users need to pass the initial challenge to get their first “hero Apprentice” badge and from then, new badges unlocked will move users up in the scale of roles. Once a user reaches to unlock the 4 badges, they are appointed Vodafone  Superheroes.   At Vodafone, we truly think we deserve to become Lithys winners as this Programme has evolved and demonstrated the value of the Vodafone eForum community. Since the Programme started back in November 2013, “Vodafone Heroes Programme” participants drove over 10k new interactions within the Vodafone Spain and over 25 contestants actively help out other users. A great amount of Kudos and new accepted solutions have been originated from those answers and users keep on recommending the Programme to their friends. In addition to this programme, Heros have created 134 helpful and resolutive new posts; with these new post Heros have provided an increase of the Vodafone Spain forum visits volume by over 67K (an average of 500 visits per new Hero post). On the other hand, Heros helped to get an increment of 20% SEO in comparison with the previous year.  
Company: Telefonica  Entry submitted by: Emilio Rodriguez Menendez (UT04546) Community Manager Community: Comunidad Movistar (comunidad.movistar.es) Lithy category: Digital Strategy Leader     Telefónica is one of the world leading i... See more...
Company: Telefonica  Entry submitted by: Emilio Rodriguez Menendez (UT04546) Community Manager Community: Comunidad Movistar (comunidad.movistar.es) Lithy category: Digital Strategy Leader     Telefónica is one of the world leading integrated operators in the telecommunications sector, providing communication, information and entertainment solutions, with presence in Europe and Latin America. It operates in 24 countries. As of September 2013, Telefónica’s total number of customers amounted to 320.3 million.   Telefonica Spain’s 2014 goals focused on the following: Reduce customer support telephone calls Increase CSI in social environments Increase commercial leads to homepage Improve SEO positioning (especially for FTTH and 4G) Improve the tone of the Internet buzz towards Movistar Improve customer self-servicing  Through our Lithium-powered community in 2013, we made significant improvements in SEO, traffic, and acquisition. We also achieved big wins in support savings (see our Support Savings MVP entry), in addition to CSI and CHI.   Community has positioned us as the SEO authority versus our competitors and local tech forums. (source: Opensite.org)      We also rank highest amongst our competitors in metrics like best traffic and lowest bounce rate. (source: similarweb.com)        18% of our homepage visits are generated by the community (source: alexa rank)        Some additional quantifiable results: -       Due to our community, our SEO traffic reached over 80% (top SEO positions in key words such as FTTH and 4G) -       Community is responsible for an increase in commercial leads: 20,000 click-throughs from community to homepage (movistar.es) in 2013 -      Telefonica has added 2.2 million subscribers as of June 2013 with more than 3 million homes in Spain now equipped with Fusion, an integrated product offering that brings together broadband, mobile, landline, and television services all in 1 simple package. Not only did they see existing customers switch over to Fusion, but 56% of Fusion subscribers are newly acquired customers who took advantage of the wealth of information and peer advice on the community about the new product to help make their purchase decision. Web traffic referrals from the community to the purchase funnel increased by 20% during the 1 st month of launch.      
Company: Telefonica                   Entry submitted by: Emilio Rodriguez Menendez (UT04546) Community Manager Community: Comunidad Movistar (comunidad.movistar.es) Lithy category: Support Savings MVP   Telefónica is one of the world ... See more...
Company: Telefonica                   Entry submitted by: Emilio Rodriguez Menendez (UT04546) Community Manager Community: Comunidad Movistar (comunidad.movistar.es) Lithy category: Support Savings MVP   Telefónica is one of the world leading integrated operators in the telecommunications sector, providing communication, information and entertainment solutions, with presence in Europe and Latin America. It operates in 24 countries. As of September 2013, Telefónica’s total number of customers amounted to 320.3 million.   Telefonica Spain’s 2014 goals focused on the following: Reduce customer support telephone calls  Increase CSI in social environments Increase commercial leads to homepage Improve SEO positioning (especially for FTTH and 4G) Improve the tone of the Internet buzz towards Movistar Improve customer self-servicing  Through our Lithium-powered community, we were primarily able to support our call reduction goal with significant cost savings in 2013. In addition, community has increased our CSI, CHI, and NPS, as well as acquisition and traffic. Here are some of our results in those areas (also see our Digital Strategy Leader entry for additional results):   -       Customers are thrilled with engaging with the service provider and peers in a thriving engagement hub. Our community boasts a Net Promoter Score (NPS) of 76% in response to the question “would you recommend us to your friends and family?” -       Customer Satisfaction Index (CSI) of customers attended in the Community: 9.1 -       Community Health Index (CHI): stable over 700 during the last year (Top 5 in Telco Sector ) -       Telefonica’s landmark product, Movistar Fusion, an integrated offering that brings together broadband, mobile, landline, and television services all in 1 simple package, has achieved successful results since the launch in October 2012. Before the official commercial launch, Fusion was introduced to the community for a few weeks prior as the central communication hub, where customers generated hundreds of posts ranging from billing questions to general excitement and feedback from members who were eager to either sign up or switch their existing plan to Fusion. To this day, the Fusion FAQ on the community is still one of our most visited posts—approximately 85,000 unique visits with over 700 posts since the FAQ was posted in September 2012. This helpful FAQ has contributed to Telefonica’s increase in call deflection.   The thriving Movistar community has provided tremendous cost savings for Telefonica: -       56% of surveyed community members indicated that they were able to get a resolution through the community without needing to call customer service. -       Of those 56%, 65% of them declared that they may have called our call center if they hadn’t found the answer they were looking for through community. -       As a result, we received 15.2M visits to our community and avoided 5M calls, which amounted to €10 million in savings in 2013.   Here is an example of a hot topic that community was able to resolve: How to change the Wifi router password (385,000 visits):      Another example of a popular issue that community was able to resolve: How to switch the voice mailbox off (300,000 visits):        
  If you are a Lithium customer and you have a great story to tell, you're proud of the impact your community is making, or if it has changed the game for your company, let us know about it. The first ever Social CRM Excellence Awards are ope... See more...
  If you are a Lithium customer and you have a great story to tell, you're proud of the impact your community is making, or if it has changed the game for your company, let us know about it. The first ever Social CRM Excellence Awards are open. Find out more and enter now!   ------ Category: Best New Community   Community: TVG Launch Date: July 7, 2009 Submitted by: TVG Community Manager zoerem     The TVG Community officially launched in July of 2009 and since has become the fastest growing horse racing community in existence.   With approximately 13,000 members the TVG Community is also well on its way to becoming the largest horse racing community out there. Our biggest competitor, Pace Advantage, has just 13,300 members and is growing at a much slower rate.   See the attached chart for a direct comparison of our growth rates. Here are some quick stats on the TVG Community:    13,000 members ~ 7,000 weekly visits ~ 300,000 weekly page views Over 4,000 weekly posts The TVG Community didn’t get to where it is now without reason. We have been working diligently with Lithium Technologies to provide the best features for our members. As you can see in the attached screen shot, our homepage is full of customized modules to make it more appealing to our customer base. Some of our most prominent features include:   Central Flash Module, updated on a weekly basis Twitter feed featuring tweets from our TV channel’s on air talent Unique ranking structure pertinent to horse racing Video and Photo pages featuring various races Blog page with TVG Talent Blogs and guest blogs from prominent industry bloggers Superuser program entitled The Turf Club, for our most prominent users TVG Knowledge Base in existence for less than one month and already 140 articles We also have the great opportunity to cross promote on our horse racing television network and our online wagering site www.TVG.com. Tune in to TVG to see our Community commercial shown every hour on our television channel, and the screen shot of our parent site www.TVG.com, with a Community tab and promotional graphic. With all of our new features, many more in the works, and our great customer base, we plan to keep on growing at such a fast rate!    
If you are a Lithium customer and you have a great story to tell, you're proud of the impact your community is making, or if it has changed the game for your company, let us know about it. The first ever Social CRM Excellence Awards are open. Find o... See more...
If you are a Lithium customer and you have a great story to tell, you're proud of the impact your community is making, or if it has changed the game for your company, let us know about it. The first ever Social CRM Excellence Awards are open. Find out more and enter now!   ------ Category: Best New Community   Community: Aflac Launch Date: October 24, 2009 Submitted by: Aflac Community Manager NateKlein     The Aflac Duck has been so many places that we thought, why not send him on a swim?  That's when the Duck Pond was formed.  The Duck Pond is a closed community forum where Aflac's online billing accounts can connect, share and learn from other Aflac account administrators by asking questions, providing answers and submitting ideas online.   In less than four months, more than 18,000 account administrators have joined the conversation ... that's 10.2 percent of our eligible accounts out there quacking about Aflac!  They have given us some great ideas - three of which are now on our strategic roadmap for implementation during the 2Q 2010. These suggestions will reduce call volume, enhance the customer experience and improve account retention.    We have posted blogs to help Aflac accounts improve the customer experience and blogs that include tips on using social media. Soon, we'll start the conversation on how to make corporate sponsorships work for our accounts.  In addition to our featured blogs, the many threads have allowed our accounts to solve issues, raise concerns and sing the praises of Aflac's various services.   Overall, there have been more than 117,000 page views, over 32,000 message views and over 200 message posts -amazing considering Aflac accounts usually visit the site once a month to pay their bills.   Lastly, Aflac has to put some dollar figures to this analysis to make it worthwhile:    Along with our web redesign and the ability to showcase how secure online payment transactions are via the Duck Pond, there has been a three percentage point increase in the number of customers that pay online.   Although this increase may be small, its effect is large, because moving that figure in a positive direction provides Aflac with additional annual cost avoidance for processing and materials of more than $95,000 - and that number continues to climb!  
Company: Moe's Southwest Grill   Entry submitted by: Daley Michael (Moes) PR & Communications Coordinator Klout Perks Customer Lithy category: Marketing Champion    Welcome to Moe’s! ® Founded in 2000 in Atlanta, GA, Moe’s Southwest... See more...
Company: Moe's Southwest Grill   Entry submitted by: Daley Michael (Moes) PR & Communications Coordinator Klout Perks Customer Lithy category: Marketing Champion    Welcome to Moe’s! ® Founded in 2000 in Atlanta, GA, Moe’s Southwest Grill is a fast-casual restaurant franchise featuring fresh, handmade, customizable southwestern food in a welcoming environment that rocks. Moe’s is committed to serving only the highest quality ingredients 100% of the time at all of our locations in the U.S and abroad. While Moe’s is best known for its burritos packed with a choice of more than 20 fresh, flavorful ingredients, the menu also features kid’s, vegetarian and low-calorie options, all served with free chips and salsa. Check out Moe’s online at www.moes.com.   As a growing brand, we don’t have the biggest budget when it comes to social ad buying. And no matter how you’re utilizing social ads, it always seems like content is being force-fed to viewers on a social news feed. People trust what their friends are doing and will follow that versus an ad. That’s why we felt Klout was perfect. As it relates to this particular campaign, we needed to hit a specific demo at a specific location at a specific time with influencers who had a Klout score of 50+ and loved burritos and spicy food. With Klout, you can really drill down on the exact audience you’re trying to reach. A lot of vendors can’t do that. Klout’s network of influencers was the ideal fit for our brand because we value direct interaction with our biggest fans. Instead of a blanket campaign, we really appreciated the ability to carefully select a curated audience that we could directly connect with.   Our Klout Perks campaign   We implemented a campaign specifically for one of our biggest promotions of the year – Cinco de Moe’s. The goal was to build buzz around our new Spicy Guac and drive engagement by using Klout influencers  to spread awareness and anticipation of our annual Cinco de Moe’s event, thereby extending overall reach and creating brand ambassadors.   By partnering with Klout, we engaged influencers in the U.S. East Coast who produce related content on social media channels about burritos, Mexican food, and spicy food topics. We surprised and delighted them with Spicy Guac kits filled with branded Cinco de Moe’s items, including: t-shirts, sports bottles, headbands, and a stack of Moe’s gift cards to share with friends and family. We then encouraged influencers to visit a Moe’s Southwest Grill location on May 5th and share their positive experiences on social channels (i.e. tweet, Instagram and post on Facebook about their #CincoDeMoes experiences).   Our Perks campaign results   The campaign was a huge success. We achieved our goals of increasing reach and creating Moe’s brand ambassadors. Our unique reach was 8.48MM. Compared to Cinco de Moe’s 2013, we saw a 117% increase in social impressions and a 30% increase in Twitter mentions. In addition, we saw a +17.5% comp sales increase on May 5, 2014 versus May 5, 2013. Of the 10K+ content generated, 33% came from Twitter, 32% from Facebook, and 35% from Instagram.   We also saw an immediate lift in overall engagement on Instagram and Twitter, and we were able to give our influential customers a sense of exclusivity and empowerment. For example, many people noticed our influencers walk in with branded Cinco de Moe’s supplies, tweeting in-the-moment pictures to show off their exclusive gear. They were asking how they got their limited-edition Cinco de Moe’s items and commented that it was a cool gift. In turn, that unique exchange encouraged those customers to visit our social account asking how they, too, could become a Moe’s ambassador.    
Company: Total Access Communication (dtac)  Entry submitted by: Orraphan Saengsawat (nnnfonnn) AVP, Digital Service & Channel Strategy Community: dtac Online Community (https://community.dtac.co.th/) Lithy category: Most Creative Community... See more...
Company: Total Access Communication (dtac)  Entry submitted by: Orraphan Saengsawat (nnnfonnn) AVP, Digital Service & Channel Strategy Community: dtac Online Community (https://community.dtac.co.th/) Lithy category: Most Creative Community Promotion or Launch   Total Access Communication Public Company Limited, commonly known as DTAC. We are one of Thailand's leading mobile service operators. Founded in August 1989, dtac currently has customer base of more than 28 million numbers (by Q2/2014) with various service freqencies of 800 MHz, 1800 MHz and recently acquired 2100 MHz – prompting dtac to be the only Network in Thailand with the biggest bandwidth at present. The goal of our Community promotion   Our main objective was to build the customer centricity and cost savings from all forms of contact point, including call to call center, e-mails, social media posts. Customers will help to answer most of the cases.   When we talked about the goal of launching this community campaign, we wanted consumers knowing about dtac's new services so consumers could get closer to dtac and also ask questions, offer feedback on service, and share experiences and also their knowledge. We strived to have this campaign help move dtac SuperFans and brand advocates from other communities to be a part of this community and also help to drive engagement in our community.   Our promotion strategy   We’ve put more effort in the ‘launch stage’ period to establish the community. Most strategy and tactics focused on how to build brand awareness and get more active members participating in community. And in August 2014 dtac had the new CEO, K.Sigve, and our customers love him. So we created ‘Heart Talk with Sigve’, a live streaming event.   ‘CEO COMMUNITY ENGAGEMENT SHOWS MEMBER ,YOU’RE THERE AND YOU CARE’ We hosted a Thai online influencer and dtac Superfans special dinner meeting with Mr.Sigve – dtac’s CEO on October 2015. We invited an additional 100 customers who are dtac’s SuperFans from our community to enjoy dinner and talk with our CEO. This special dinner was live broadcast via Youtube channel. And online customers were able to send their question to the CEO via posting in the dtac online community, Twitter, and Facebook.   We have the Commercial video and How to video. The video is running via dtac's youtube channel while customers are waiting for service at dtac stores. Our video had both commercial video that advertises our service and other video to provide an overview on ‘How to use ‘dtac's online community’.        Promotion results   More than 5,000 online users saw the youtube live broadcast and generated more than 1,000 questions We were able to convert 40 participants (Superfans) at the event to shift from other communities to be a part of dtac's online community where they help answer questions for our community members.    Video entry Soft Launch Event: Commercial VDO:  How to VDO:              
Company: Telefonica Movistar  Entry submitted by: Emilio Rodriguez Menendez (UT04546) Community Manager Community: Comunidad Movistar (comunidad.movistar.es)  Lithy category: Social ROI Titan   Telefónica is one of the world leading int... See more...
Company: Telefonica Movistar  Entry submitted by: Emilio Rodriguez Menendez (UT04546) Community Manager Community: Comunidad Movistar (comunidad.movistar.es)  Lithy category: Social ROI Titan   Telefónica is one of the world leading integrated operators in the telecommunications sector, providing communication, information and entertainment solutions, with presence in Europe and Latin America. It operates in 21 countries. As of December 2014, Telefónica’s total number of customers amounted to 341 million.   Our 2014 goals with Total Community were call deflection, CSI improvement, cost savings (LSW) , and increased visits.   We achieved great results in 2014 and 2015.   First, here are some definitions on how we calculated our results:         - Encuentran: (average) # of visitors who found the information they were looking for when they accessed the Community via Google.         - 1004 (our call center telephone number): Through the survey we offer to our Community visitors, we look at the number of those who said they found the information they were looking for. X% said they would’ve called 1004 (call center) if they hadn’t found the information in the Community, and that is how we determine our call deflection figure.         - Precio (price): 3€ is the average cost per attention in our call center * calls= x *12 months. 3€ is the average cost of a call center call. For example, in 2014 we saved 16.404.550€.         - Ahorro (savings): In 2014, we saved 18,142,377 € mostly due to Community. In 2014, we weren´t using LSW yet. In addition, we have improved our # of visits.   We finished 2014 with the following results: - 15,189,399 visits - 60% of the visitors (or 9,113,639 visitors) said they were able to find the information they needed  - 60% of those who found the information they were looking for (or 5,468,183 people) said would have called our call center (1004) if they had not found the information in the Community.  - 3€ per call = 16.404.550€ savings in 2014 from call deflection   A visual of our ROI model:     Additional business objectives that we achieved   With the SEO community strategy, we have been able to place top search terms such as 4G, Fiber, FTTH in top places of Google searches. By achieving a top SEO position for our strategic terms/words, you can also get commerical leads from those searches (we have links to our home site from the best positioned posts regarding those terms). We can also get servicing as far as we also get high SEO positions with searches related to servicing, such as PUK, Router Keyword, etc...all of which means less calls to our call center. As a result of this (and not only due to Community but partly), Movistar is not only the most mentioned company on the Internet but also the one with the best tonality. We are the leading telecommunication community in Spain with visits that doubles the competition combined. We also are in the Top5 Telco Lithium communities (CHI).  
Company: Silverpop Categories: Best Community Business Integration  Entered by: Karen Marchione (kmarchione) Community Name: Silverpop Online Community URL: community.silverpop.com Launched: May 3, 2011 When Silverpop began sea... See more...
Company: Silverpop Categories: Best Community Business Integration  Entered by: Karen Marchione (kmarchione) Community Name: Silverpop Online Community URL: community.silverpop.com Launched: May 3, 2011 When Silverpop began searching for a Community Forum solution, many of the key requirements during the vendor selection were system integration related. Silverpop chose Lithium primarily by being able to meet those requirements better than any of their competitors we evaluated.   Silverpop was able to leverage Lithium’s Single Sign-On Solution (PHP) to allow for easy integration with our custom Customer Support portal. Using the Single Sign-On Solution provided by Lithium, Silverpop’s Customer Community was developed in a way that makes it easily accessible to our customers via our Customer Support Portal and direct URL all using their same login credentials.   Single Sign on functionality is a huge benefit to our customers in that they don’t need to manage/maintain multiple user name/password logins when doing business with Silverpop, which has also fueled the adoption of our private customer community by more than 50% of our customer base.   Another key integration feature offered by Lithium and leveraged by Silverpop is their REST API tool set. Silverpop uses the REST API to pass customer data/information between the Community and our existing external systems such as Salesforce.com. For example, Silverpop was able to better and more accurately use Lithium reporting & metric tools by passing client specific data from Salesforce.com into the client’s user profile in Lithium. And thanks to Lithium we finally have a means for effectively managing all the great product ideas we receive from our customers in our Idea Exchange.   Using Lithium’s rest API, we are able to collect all of the Ideas submitted by our customers through our Customer Community and export needed data for further review and analysis. This export and review process has become a key part of our release planning cycle as it allows us to group the data in a variety of ways (by feature, status, customer, kudos, etc) and quickly identify candidates for a release.   Silverpop has additional plans this year to leverage Lithium’s API integration for the following:   Build our own custom Twitter feed/functionality into our Customer Community.  Build out a more robust integration with Salesforce.com for customer support case utilization.  Build a custom integration with our QlikView Business Intelligence system to import relevant customer KPI’s.  
Company: Ooyala Entry submitted by: Thomas Kearsley (tkearsley) Community Manager Community: Ooyala Community (community.ooyala.com) Lithy category: Best New Community ___________________________________________________________________ ... See more...
Company: Ooyala Entry submitted by: Thomas Kearsley (tkearsley) Community Manager Community: Ooyala Community (community.ooyala.com) Lithy category: Best New Community ___________________________________________________________________   Ooyala offers leading cross-device video analytics and monetization solutions, streaming over 1 billion videos to nearly 200 million unique viewers per month. The Ooyala Community was officially launched on 10/8/12. Since the launch we have seen 4,108 unique visitors with 20K+ page views. Our community is not open to anyone, only customers who have an account (Backlot) can comment. This limits the community to a low number of participants, but the community will grow as the company scales up.                                             My goal is to make the community a portal to everything Ooyala. A place to find solutions to technical issues, stay up on the latest trends ,and be informed of everything happening at the company. Since my start at Ooyala, I have implemented Google analytics into the site, giving us real-time information on who is visiting, OS, location etc.   I have integrated a Twitter feed for keeping up with the latest Ooyala mentions in social, and embedded Ooyala TV (video) on our home page where users can watch helpful videos. We are using the latest Lithium search (2.0) while building out our TKB with new content every day. I am excited to see our community grow in the months and years to come.  
Company:  SOASTA Entry submitted by: Mat Ball (Manager, Community and Sales Enablement) Community: The SOASTA Community Lithy category:  Community Design of the Year   SOASTA is the leader in performance analytics. The SOASTA Digital ... See more...
Company:  SOASTA Entry submitted by: Mat Ball (Manager, Community and Sales Enablement) Community: The SOASTA Community Lithy category:  Community Design of the Year   SOASTA is the leader in performance analytics. The SOASTA Digital Performance Management Platform enables digital business owners to gain unprecedented and continuous performance insights into their real user experience on mobile and web devices in real time and at scale. With more than 100 million tests performed and more than 250 billion user experiences measured, tested and optimized, SOASTA is the digital performance expert trusted by industry-leading brands, including 51 of the Top 100 Internet retailers, six of the Forbes Top 10 media companies and seven of the Forbes Top 10 tech companies, including Apple, Target, Nordstrom, Staples, Home Depot, Sears, Walmart, Etsy, Nike, Best Buy, Adobe, Intuit, Microsoft, DIRECTV, Netflix and CBS.   Our community goals Our community goals are to support SOASTA customers in their ongoing use of our products.   The design elements that make our community unique The SOASTA design is simple, elegant, and intuitive. SOASTA’s customers represent companies that are transforming their digital initiatives to keep pace or compete in e-commerce. Our products span many different categories and themes relative to digital performance. Our design allows users to find information fast, so that our users can get back to optimizing their revenue generating applications.   How we executed our community design We consulted with Lithium account representatives and the greater Lithium team for “best practices.” We decided on a simple format, then worked with UX designer for mock-ups, and finally implemented through a third party developer.   Our metrics The SOASTA redesign is less than a week old as of April 20, 2016, and we’re just starting to implement ideas to bring back previous users, attract new users, and create a vibrant forum. We're excited to achieve successful results with our redesign!    
Company: CallidusCloud Entry submitted by: Lara Golden (Director of Global Community) Community: CallidusCloud Customer Community Lithy category: Excellence in Customer Satisfaction   CallidusCloud is the global leader in cloud-based sal... See more...
Company: CallidusCloud Entry submitted by: Lara Golden (Director of Global Community) Community: CallidusCloud Customer Community Lithy category: Excellence in Customer Satisfaction   CallidusCloud is the global leader in cloud-based sales, marketing, customer experience and learning solutions. CallidusCloud enables organizations to accelerate their lead to money process, a complete suite of solutions that identify the right leads, ensure proper territory and quota distribution, enable sales forces, automate configure price quote and contract management, simplify marketing automation, enable customer experience monitoring, create and distribute learning materials, deliver deep analytic insights, and streamline sales compensation — driving bigger deals, faster.   Our customer satisfaction initiatives   We had three goals when we launched the community in 2014: Reduce support costs by enabling our customers to help themselves Improve customer retention by empowering our users Encourage cross-product adoption by openly sharing product information with all customers   The most important customer issue we were looking to solve via Lithium implementation and that makes our approach to customer satisfaction a gold standard in the industry   The ultimate goal was to reduce support costs without sacrificing customer success. We are proud to have an award winning Technical Support team, but without a Community and its accompanying Knowledge Base, our customers weren’t able to help themselves. Putting a Lithium implementation in place allows our customers to get the answers they need, either from each other or from the Knowledge Base, without sacrificing the level of support. Choice is good!   Our metrics   Satisfaction has paralleled use of the community:   2014 2015 Percent change Posts 163 1899 1065% Kudos 39 384 884% Accepted Solutions 5 182 3540%   Even as the community was embraced by our customers, one metric in particular stood out: web-based engagement versus call-based engagement. Web-based and self-service support engagement is a key part of our customer success model, as our customers are happy to be able to find solutions on their own at all hours of the day. This is particularly important for a global company providing support to customers in every time zone. Since launching the Community, CallidusCloud has seen web-based engagement skyrocket to over 90% of support issues.   Finally, but no less important, we’ve see our Customer Satisfaction survey results increase from less than 90% to over 95% from 2014 to 2015.  
Company: BSkyB Categories: Best New Community (Launched after June 1, 2010) Entered by: Stephen Marshall (stephenmarshall) Community Name: Sky Help Forum URL: helpforum.sky.com Launched: 25 October, 2010   Sky Support Forum launch... See more...
Company: BSkyB Categories: Best New Community (Launched after June 1, 2010) Entered by: Stephen Marshall (stephenmarshall) Community Name: Sky Help Forum URL: helpforum.sky.com Launched: 25 October, 2010   Sky Support Forum launched on 25th October 2010 with the aim of creating an engaging and active community for Sky customers to connect and support each other with Sky products and services.   A team of dedicated Sky Experts is also at disposal when queries are a little too complex to be resolved by peers. Even with very limited promotional activities, the community has been growing steadily and we have exceeded 16,000 registered members in less than 6 months.   We have 5 established superusers who have consistently been helping members with their questions and technical issues, and supported by the team of Sky Experts.     The forum is also linked to Sky’s online Help Centre to support our customers journey online and there are a range of video tutorials on a variety of useful guides such as how to programme your remote control or set up your wireless router.   Examples where we have used pictures to guide the customer through their journey:       The forum has been positively received by our users and every day there is a constant flow of activity on the forum and we are averaging 67,000 page views per day, over 1,500 posts per week and as mentioned above, we have over 16,000 registered users since launch.   A recent post by a forum user below: “I think we should congratulate sky on setting up a forum, where on the whole they are likley to get a lot of flack. I for one was very dubious that we would get answers, especially those actually admitting some things are wrong. We did get answers and it appears we have got a fix. Result.”   Other results include:   Over 2,000 Accepted Solutions to date Averaging 700 new registrations per week CHI (Community Health Index) Score of 638  
Company: Sephora Categories: - Best New Community (Launched after June 1, 2010) - Community Story or Anecdote - Most Innovative Social Customer Program   - Best Social Insight Entered by: Candace Sims (candace_sephora) Community N... See more...
Company: Sephora Categories: - Best New Community (Launched after June 1, 2010) - Community Story or Anecdote - Most Innovative Social Customer Program   - Best Social Insight Entered by: Candace Sims (candace_sephora) Community Name: Sephora BeautyTalk  URL: sephora.com/beautyadvice Launched: September 29, 2010   Sephora's community has used the best of what the Lithium platform has to offer by integrating both the Q&A and Discussion products into one community, and making it virtually seamless for the user to navigate.   We are always trying to work with Lithium to come up with new and innovate ideas to engage our user, and have had much success cultivating a community where beauty lovers can ask questions, share insights, get advice and offer each other support.   And example of this is a recent post started by one of our members thanking the other member of the community for helping her through a tough time. After she posted this, many other members followed suit and shared stories of their own, telling each other how much the community has helped them:     http://community.sephora.com/t5/Off-Topic/Getting-Personal/td-p/119253   We also have implemented many cool features into our community to gain user insight including:   Brand Founders Top 10 Favorite Products: A founder or makeup artist from one of our brands is highlighted each month, listing their favorite products. This area is one of the most highly clicked areas of BeautyTalk, and also drives sales for the company.  Sephora Asks: A new question is posed to our users every month, such as "What miracle beauty product would you invent?" and "What technology would you like to see in our stores?" This drives interaction with our clients and also gives us valuable insight into what our clients would like to see from us.  Top 10 Favorite Products on the Profile Page: Allows users to tell others in the community (and us) a little more about themselves through their favorite beauty products, and also inspires other users with what other people in the community love.  Featured Contributor / Best Advice / Best Comment: Highlights members of the community on our homepage. This week our Featured Contributor is the first user to reach the top rank of "Beauty Master" and over 1,200 hearts in the short few months she's been a member!    
Company: Verizon Residential Categories: Most Innovative Social Customer Program  Entered by: Becky Carroll (beckyc) Community Name: Verizon  URL: community.verizon.com   Verizon has always used our community forums as a main area... See more...
Company: Verizon Residential Categories: Most Innovative Social Customer Program  Entered by: Becky Carroll (beckyc) Community Name: Verizon  URL: community.verizon.com   Verizon has always used our community forums as a main area of customer insight. Our nearly 90,000 members have been actively sharing their opinions on Verizon products and services for the past three years.    Our goal at Verizon is to go beyond simply gathering customer opinions. We want to collaborate with our customers, so we launched the Verizon Idea Exchange in July 2010 with three main objectives:     Identify new product and service enhancement opportunities Facilitate customer-driven product/service enhancements or new products/services Enhance the Verizon brand as establishing innovative ways to engage with and serve customers       Open Innovation   The excitement from our customers around the Idea Exchange started almost immediately. Customers quickly began submitting suggestions for our products and services. In return, the product managers for our main product areas have become fully engaged with the Idea Exchange, especially around our flagship product FiOS. The FiOS managers now review customer-submitted ideas weekly as part of their business processes, are more engaged with the Verizon Community as a valuable resource, and are interacting with customers on an almost-daily basis.   The Verizon Community and the Idea Exchange has helped change the way the FiOS product team does business—starting with incorporating customer feedback into our latest FiOS release, 1.9 Interactive Media Guide for set top boxes.      Giving the Community a Sneak Peek Our FiOS product director was so energized by the power of the direct collaboration he and his team had been doing with customers that he created a new program, Sneak Peek. The 1.9 Sneak Peek offered customers in designated areas a preview of our latest Interactive Media Guide (IMG 1.9) for set top boxes in exchange for their feedback. The program not only provided another opportunity to connect customers directly with Verizon product managers, but it also utilized our forums members as a private study group to provide feedback on this new product. Members of the Verizon engineering team spent time interacting with customer in this private forum discussion around the upcoming release, and our forums members were thrilled to be given this opportunity to share their thoughts with them.   “I would like to extend my thanks to the engineering team and Verizon for the opportunity they have afforded us in beta testing the new IMG and especially the programming team for all their hard word and attention to our ramblings. Being an engineer (for more years than I care to admit) I really appreciate the hard work and the difficulty of the task for something as complex as the firmware.” Keyboards, customer and Verizon Community Leader “I also have to give a big thanks to the Verizon’s Engineering and Programming team for working with us in the beta testing. This was a complex task to write and rewrite all the software and firmware… keep us in mind for the next beta. Great job, Verizon! Thanks! :)” johnf2, customer and regular Community contributor   Customers Directly Impact the Product In fact, through the Idea Exchange, the 1.9 Sneak Peek, and the Verizon Community at large, a staggering 70-80 percent of what was put into the IMG 1.9 release was tweaked, suggested, or refined by our customers.    Here are just a few of the customer suggestions from the Idea Exchange that were included in the 1.9 IMG release:   The ability to extend a current DVR recording by an extra 10 minutes, 15 minutes, 30 minutes, 1 hour or 2 hours after the previously-established end time. Improved remote DVR management  from the Web (myverizon.com), mobile (DVR manager apps for Blackberry, Android, Apple, Palm and Windows Mobile platforms), and other STBs in the home. Improvements to DVR series managements and rescheduling logic that allow the DVR to better handle duplicate recordings.   Going forward, the FiOS product management team is also giving the community team access to their test track business customers, a FiOS business focus group. We’re working with the FiOS product management team on ways to integrate this focus group into similar product tie-ins on the Verizon Community, similar to the 1.9 Sneak Peek, so we can continue the close collaboration and customer insight. A True Engagement Community One of the most exciting areas has been the way programs such as the Idea Exchange and the Sneak Peek have increased levels of engagement with the Verizon Community. When the Idea Exchange first launched, our Community Leaders (CLs) grabbed onto it and started moderating the ideas, letting us know when they saw duplicates or customer questions needing attention. This was not a role we asked them to play, but they picked it up on their own as this new customer insight mechanism gained momentum. In addition, we have been seeing a lot of community “newbies” move from being lurkers to registered community members. Since our original community is a peer-to-peer support community, these customers may not have felt that they had anything to contribute to those technical discussions. However, anyone can contribute an idea, comment on another customer’s idea, or simply leave a vote. This has really helped fuel community growth and interest across our customer base. Results Since launch at the end of July 2010, we have seen the following results:   Over 1400 ideas submitted  Over 200 ideas are “in progress” throughout Verizon Already, 16 ideas have been implemented by the Verizon product teams     Additionally, the Idea Exchange itself has been rapidly growing:   107% growth in comments 403% growth in votes 555% growth in visitors   In summary, the Verizon Community has now become fully engrained in our product management processes. It has helped Verizon get closer to the customer, gain insights to help us take action, look for issues needing attention (early detection), and improve customer retention. We are truly changing the way we do business as a result of direct customer feedback from the Verizon Community!
Company: Verizon Residential Categories: Most Innovative Social Customer Program  Entered by: Becky Carroll (beckyc) Community Name: Verizon  URL: community.verizon.com   As digital entertainment and connected applications continu... See more...
Company: Verizon Residential Categories: Most Innovative Social Customer Program  Entered by: Becky Carroll (beckyc) Community Name: Verizon  URL: community.verizon.com   As digital entertainment and connected applications continue to generate excitement for consumers, more and more of them are looking for answers about today’s enabling technologies.     In response, we’ve added enhancements to the Verizon Community that include a new area called Verizon Room to Learn (http://roomtolearn.verizon.com).     Room to Learn is an educational site that offers relevant tips, shortcuts, and online workshops on hot topics such as apps and gadgets. It also links users to social media sites where they can share their practical application and experience with their social circle.   Tech Made Simple Verizon Room to Learn focuses on popular home networking and home entertainment topics that include introductions to digital entertainment, wireless networking, making sense of 3D TV, and organizing digital media. Note that these are not workshops on how to use Verizon products and services; rather, they are designed to help people participate more fully in a digital lifestyle. The topics are all around the core of what Verizon offers with our products and services, and customers and non-customers alike can find value in learning more about how to make their technology work for them – instead of the other way around. Industry Experts Contribute Room to Learn also features weekly posts written by industry expert Alfred Poor, who has contributed for over 20 years to technology publications that include PC World, PC Magazine, Family PC and Computer Shopper.  His posts complement the Room to Learn workshops and articles, and they provide fresh perspectives on timely topics. In addition to these weekly posts, Alfred regularly participates in discussions about these topics with our members directly in the forums.   Results Verizon Room to Learn has been successfully integrated into the Verizon Community. According to the latest Room to Learn metrics, visits and unique visitors are up over 100 percent from last October, registrations are up nearly 50 percent, and the email opt-in rate is up almost 40 percent. Product click-throughs are also up nearly 100 percent from last year, indicating that customers like what they are seeing – and want to find out more about how Verizon can help them live their digital lifestyle.  
Company: Rogers Communications Categories: Best New Community (Launched after June 1, 2010) Entered by: Eryn Billings (erynbillings) Community Name: Rogers Community Forums URL: communityforums.rogers.com Launched: August 4, 2010 ... See more...
Company: Rogers Communications Categories: Best New Community (Launched after June 1, 2010) Entered by: Eryn Billings (erynbillings) Community Name: Rogers Community Forums URL: communityforums.rogers.com Launched: August 4, 2010 Rogers Communications Inc.'s new Community Forums should win the Lithy Award because we are proud of the impact our community is making, and how our social customer strategies are changing the game for our company.   On August 4th, 2010 we launched Rogers Community Forums with a focus strictly on technical issues and a pilot employee ambassador program. Despite our limited resources, the community sprang to life immediately and was moderated by the help of tech savvy super users in the first three months.   We've now surpassed 20,000 registered community members and look forward to implementing more promotional tactics in the next year and revisiting the scope of our community to expand the topics to include discussions around pricing and devices.   In Rogers RedBoard blog, we heard positive comments such as:     These forums are going to be awesome… I have seen these work for other companies and you get very prompt and helpful responses to your questions. I am glad Rogers is doing it… good work with the video too!!! Nice!!! I love to see Rogers offering more and more ways of getting supoprt. I already like RogersHelp and other folks on Twitter. This is a nice addition. I dont think Bellus offer that.. Way to go!! Well I don’t always support everything rogers does I have been with the company for a number of years.. It’s about time a forums section was opened up.. Well done Happy to hear about the new technical forums Richard. Nice addition to helping Rogers clients  
Company: SlimGenics Categories: Best New Community (Launched after June 1, 2010) Best Community ROI Usecase Most Innovative Social Customer Program Best Social Insight Best Community Business Integration Entered by: Jennifer Fenske (pi... See more...
Company: SlimGenics Categories: Best New Community (Launched after June 1, 2010) Best Community ROI Usecase Most Innovative Social Customer Program Best Social Insight Best Community Business Integration Entered by: Jennifer Fenske (pisgah) Community Name: SlimGenics Online Community URL: community.slimgenics.com Launched: July 17, 2010   “You Can Do This!”: The SlimGenics and Lithium Experience   We are a small company compared to many of your clients. We are in two locations—Colorado and Minnesota—and expanding to California this year. Our weight loss program revolves around 30 brick-and-mortar centers where our clients receive high-quality weight loss counseling.Our clients are passionate about returning to good health and we have the privilege of helping them get there.     Launching our online community with Lithium last year has been a huge boon for our business and for our customers. As Community Manager, I have had a front-row seat watching community develop where previously there was none. Before our Lithium community, our clients would nod at each other as they waited to see their weight loss counselors.   After the community launched, a true “we’re in this together” camaraderie developed inside our private online community. A common refrain that users tell each other is: “You can do this!”     I was able to see our community members grieve with Matt (who lost 150 pounds) when he was unable to have surgery to remove excess skin.  The community helped one young woman who had suffered a miscarriage and was embarrassed to say she had understandably fallen off her eating program.  We cheered with Danielle when she got within a few pounds of her goal---she’ll hit that goal this week.    For our business, offering the online community is one more way we show value to our clients.   For our new Home Program weight loss option (which is solely online), the community is the only place where members can receive support. The community registration rate for Home Program members hovers around 50 percent---our members crave community. And we provide it, 24-7, with our Lithium community.   In early 2011, we launched a video blog in the community. Twitter and Facebook streams add to the community’s appeal.     In addition, our SlimWise Center offers helpful downloads, cooking videos and recipes. We have a regular counselor blog and post coupons in the community that drive traffic to our centers. A major community redesign will launch later this month. I’ve watched our community grow from a few posts per day to often almost 50.   For a company our size, these are amazing results. Our super users are passionate and committed to help others. We’re a supportive community, and I am proud to offer it to our clients.