Past Lithys (old format) - Page 4

JaniceK · ‎04-28-2016

Company: Skype Contact: Claudius Henrichs (Community Manager) Community: Skype Community Lithy category: Community Design of the Year Skype is for doing things together, whenever you’re apart. Skype’s text, voice and video make it sim...

Company: Skype Contact: Claudius Henrichs (Community Manager) Community: Skype Community Lithy category: Community Design of the Year Skype is for doing things together, whenever you’re apart. Skype’s text, voice and video make it simple to share experiences with the people that matter to you, wherever they are. With Skype, you can share a story, celebrate a birthday, learn a language, hold a meeting, work with colleagues – just about anything you need to do together every day. You can use Skype on whatever works best for you - on your phone or computer or a TV with Skype on it. It is free to start using Skype - to speak, see and instant message other people on Skype for example. Our community goals Since 2011 the Skype Community is the place for customers and employees to meet and exchange and learn about everything Skype. With topics ranging from technical support through ideation all the way to tips and tricks it’s the place to become a Skype expert. Our product organization is using community insight to obtain customer lead steering for the next iterations of product and features. A vibrant global community covering 11 languages is crucial to ensure that we understand and prioritize what is driving customers, from the newly registered all the way to the 10+ year superfan. At the same time Skype Community gives customers the opportunity to learn about the people at Skype: What made us come up with a certain feature, how we built it and how we operate to deliver against our mission to be customer obsessed. Our goal for this year was to deliver all of this on an awesome mobile and more personal community experience. Our unique design elements Over the course of the last 12 months we have honed in on our strategy to everywhere put our community members and their content first. At the same time since our last redesign in 2014 we have been working closer with our design team to ensure the Skype Community reflects the Skype brand. Skype iconography and design elements You feel right at home at the Skype Community thanks to the familiar buttons, colors and layout elements. Particularly the orange dot as an indicator for unread conversations is what you will find across the community UI: From your personal notifications down to topic level: Skype avatars and emoticons Everyone loves the Skype emoticons which is why we’ve replaced the Lithium profile avatar collections with a Skype one (which proved to be quite challenging with 3M+ registered accounts already having selected a Lithium avatar): ...and we did the same for the editor emoticons: Mobile optimized– Scroll to top & Browse menu Our responsive design doesn’t only reshuffle widget placements on smaller screen sizes, but we have also put some thought on how you quickly browse within long topics and the community using a dynamic scroll to top and a browse menu: All conveniently placed in reach for your right thumb: Skype Hovercards Hovercards are getting common at Lithium communities, but we’ve taken them a bit further with small tweaks that visually invite discovering them via subtle avatar zooms when moving the mouse over it. And of course they follow the Skype branding and give a nice showcase for the badge icons: How we executed our community design First phase: Inventory & spring cleaning We started with an inventory of all our components – stock and custom ones – per each page and applied a strict triaging following out “members and content first” rule to determine which of them were to be kept. According to that we built up the page layouts. Second phase: Airbrush & Spraypaint We started off from the plain white Lithium responsive base skin and had the developer team apply all the basic styling elements according to the Skype style guideline: Font families and sizes, buttons, boxes, colors. So we weren’t actually working off pixel perfect designs for each page, but invited our design team on to our stage server and have them identify the necessary detailed tweaks (“30px top margins above all panels!”). As an outcome to this within 2 weeks we had a solid basic styling across all primary page layouts. Third phase: Review, Optimize, Rinse & repeat We had then entered the phase of optimizing the interactions on actual devices, so we focused on model devices for each category – mobile, tablet, large screen – and gave the design the necessary fine tune in the following 3-4 weeks. We involved our super fans here to ensure that the new site worked for their everyday flow as much as for the casual visitor. And honestly: We never exited this phase and versioning wise have already reached “Responsive 1.6” Our results A few weeks in the new responsive design has shown the following impact: Mobile registration 23% up – across all device sizes up 12% 84% more images uploaded thanks to the new media experience 19% referrer traffic increase Subscriptions up 57% Expected 400-500K unique visitor increase monthly thanks to new responsive community unlocking option for in-client community links on mobile

JaniceK · ‎04-28-2016

Company: Sky UK Contact: Graham Henderson (Community Manager) Community: Sky Community Lithy category: Excellence in Customer Satisfaction Sky is Europe’s leading entertainment company. The group serves 21 million customers across fi...

Company: Sky UK Contact: Graham Henderson (Community Manager) Community: Sky Community Lithy category: Excellence in Customer Satisfaction Sky is Europe’s leading entertainment company. The group serves 21 million customers across five countries: Italy, Germany, Austria, the UK and Ireland. We offer the best and broadest range of content, deliver market-leading customer service and use innovative new technology to give customers a better TV experience, whenever and wherever they choose. Our 2015 customer satisfaction initiatives Community Oracle Programme At Sky our service message is a simple one; “We want to offer the best service in the country”. The Sky Community was founded in 2010. Since inception we’ve adopted and tested a number of engagement models. At the outset we had a handful of staff and then moved to full service model with over 50 fulltime agents responding to customer posts in the Community. The long-term aim was for the Community to move to a peer to peer model when the user base was high enough. We felt the time was right at the end of 2015 when we had a staggering 1.5 million Community members. We now operate with a peer to peer model with strategic engagement from a team of 5 Community Engagement Specialists and one Community Manager. How can you go from 50 staff to 5 staff overnight while growing a community and out performing business KPI’s like NPS and call deflection? For us, the answer was simple! We had to empower our members by opening our doors and letting them look inside- a real challenge with multiple sites and over 30,000 employees across the UK. We had been running a community Superuser program since 2011 with a relatively small number of members, typically ranging from 8 to 12 members. Despite this small number, these particular members were responsible for creating the best engagement, sharing the best knowledge and generating balanced discussions. We’ve never had a formal Superuser structure in place. No events, no incentives, limited communication and no additional tools. We literally gave them a Superuser badge and said “off you go”. We realized that this had to change! The most important customer issue we were looking to solve via our Lithium implementation We wanted to increase NPS, increase the number of accepted solutions and ultimately deflect calls. We wanted the community to become our customers first port of call, regardless of their interests and levels of digital platform usage. We had already identified our Superusers as the solution, but had to find a way to increase their contribution, offer them more support and grow our Superuser numbers. So what did we do? The first thing we did was listen! We asked our Superusers for feedback and spoke Lithium about best practice. Some of the feedback was great, but much of it was tough to hear. Our conclusion was simple; “we’re letting these members down and need to do more. We’ll never increase NPS or call deflection with this current model”. It was then that the “Oracle” programme was born. We launched in January 2016. Features of the Oracle Program: Annual event – We introduced an all expenses paid annual event to show them how much we care. For the first time we brought the whole business together using our community. They viewed our product labs, touched Sky Q for the first time, toured our news and sports studios, sat in a McLaren F1 car and met some of our TV presenters. Our Sky News HQ presenters left the studio to meet our Oracles. (from left to right: Natalie Sawyer (Presenter), Robbie (Oracle), Adam Leventhal (Presenter) Our Oracles toured Sky studios and many fulfilled a lifetime dream to see and touch a real McLaren Mercedes F1 car. Annual program that recycles every year. This allows us to keep the program fresh and current. It also allows us the ability to take time out to reward our best members. Incentives – for the first time our best members are rewarded. The annual program allows us to modify and improve the incentives as we learn through data and qualitative feedback. We also invite Oracles to adhoc events, such as the Sky Q press launch. Two Oracles attended and subsequently answered over 90% of all questions related to the product up until launch. Andrew Olson (Director of New Products) presents Sky Q to the world during our London launch event. Our Oracles were there along with the press and VIP’s. Quarterly hangouts – We jump on a call every quarter and tell our Oracles about our jobs what we’re working on. We also invite guest speakers from across Sky to answer their questions. They love the techie stuff! Badging- we implemented Lithium gamification and incorporated an Oracle badge to recognise their community contribution. Access to ALL product BETA trials. Our Oracles are the first customers in the UK to use our new products and apps. VIP access to priority customer service line. Our metrics After months of work, many late nights and a trip to SKY HQ we had to ask our Oracles for feedback. This is what they said about our first ever Oracle event held at Sky Studios, London: A few quotes from our Oracles after our first ever oracle event: “Great day” “Lovely to see you all there Thank you for a lovely day. “ “It was great meeting you all and sure was a busy day. I’d just like to say a big thank you to all the staff involved in making this day possible, and to those of you who were able to come along”. “Thanks again to all those there today, thoroughly enjoyable from start to finish”. The Results Our NPS rose by 71 points following the introduction of our Oracle programme. Our accepted solutions more than trebled following the launch of the programme. We asked our Lithium Strategy Consultant to run a short session to explain how to write and structure posts. This was delivered to our Oracles in a fun and interactive session- the results speak for themselves! Post volumes of Oracles that we invited to the Sky Q VIP launch. Following the event, they became advocates for our new product offering. The red line signifies the Sky Q launch and Sky Q comparison shown in relation to existing TV product.. In summary, we increased our net promoter score (NPS) by 1800%. Increasing accepted solutions by 467% was key to our uplift in NPS. We made solutions easier to find by installing the “featured thread” component and highlighting solutions at the start of all discussion threads- both Lithium features. Inviting Community Oracles to take part in our new product launch resulted in them responding to over 90% of all customer questions within that new product area. In addition, we promoted community blogs via our Twitter help handle by utilizing publisher in LSW. We focused on promoting digital services and Sky Q. This increased blog views by 682%.

JaniceK · ‎04-25-2015

Company: Autodesk Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community Community: Autodesk Community (Forums.autodesk.com) Lithy category: Excellence in Customer Satisfaction Autodesk, Inc., is a leader in ...

Company: Autodesk Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community Community: Autodesk Community (Forums.autodesk.com) Lithy category: Excellence in Customer Satisfaction Autodesk, Inc., is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries—including the last 19 Academy Award winners for Best Visual Effects—use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. From blockbuster visual effects and buildings that create their own energy to electric cars and the batteries that power them, the work of our 3D software customers is everywhere you look. Since its introduction of AutoCAD software in 1982, Autodesk continues to develop the broadest portfolio of state-of-the-art 3D software for global markets. Through our apps for iPhone, iPad, iPod, and Android, we're also making design technology accessible to professional designers as well as amateur designers, homeowners, students, and casual creators. Whether it's a kid looking to build a new contraption, a seasoned pro sketching out a great new idea, or someone who just wants to amp up their creative output, we're taking technology originally built for movie studios, automakers, and architectural firms, and making it available to anyone who wants to create and share their ideas with the world. Our 2014 customer satisfaction initiatives Deliver Autodesk Help: rapid, relevant and networked service, support and learning for every customer while creating a culture of “customer first” engagement and curiosity within the Global Customer Service Organization The most important customer issue we were looking to solve with our Lithium implementation Scalability. With a very large portfolio of products (150+), constant flow of acquisitions, emerging space in the consumer market, and increased access, our traditional support and feedback mechanisms no longer match our transformational business goals, nor are they able to keep up with the rapid customer base growth. Lithium has provided us with an avenue to meet these challenges by providing a true peer-to-peer community space that scales, where customers ask technical and subject matter related questions, share suggestions and answers, support overall product mastery, and collaborate on future product and service enhancement suggestions all in real time. The forums reduce the need for direct one-on-one support and IdeaStations allow for open and transparent customer feedback mechanisms for customer-driven product enhancements. The Autodesk community is growing at an accelerated pace. In 2014: The community redesign completed in late 2013 greatly impacted our customers' ability to help themselves as well as each other; accelerated collaboration and innovation with our products & services; enabled easy content creation, curation and distribution; all the while extending customer relationships each other, and Autodesk as a whole. Accepted solutions increased 37% The accepted solution to topic ratio increased 13%. Community membership increased by 30% to surpass 2 million registered members Community Visits increased 34% to 27.3 million annually We launched close to 50 new forums, blogs and IdeaStations 3,924 new ideas generated represent a 67% increase 80,345 new forum conversations were started We implemented a training module and highlighted community best practices, driving home a “customer first” principle and saw employee engagement increase 47% over the last 6 months With the continued growth and clear objectives for creating a customer first experience, a revamped community CSAT survey was launched in August of 2014 with the goal to measure the success and satisfaction of our visitors, dive into the types of problems members are trying to solve, and identify opportunities to provide a better experience. Since then: 3,500+ recipients have completed the survey. Key customer pain points have been identified, e.g. timeliness to get answers. Resulting Action: an employee outreach pilot program was launched where various community SFDC escalation times have been reduced by 80% to increase our response time for subscription customers. CSAT for participants who identified a successful visit averaged 79%. Our CHI score has seen a steady increase, and is currently at 775. In a recent study of AutoCAD users centered on support and learning resources, the ease of finding and relevancy of information for the Autodesk Community exceeded all other resources including direct 1-1 support and in product help.

JaniceK · ‎04-29-2016

Company: Petco Contact: Melanie Morrill (Mgr, Social Media and Content) Community: Petco Community Lithy category: Total Community All Star With more than 50 years of service to pet parents, Petco is a leading pet specialty retailer ...

Company: Petco Contact: Melanie Morrill (Mgr, Social Media and Content) Community: Petco Community Lithy category: Total Community All Star With more than 50 years of service to pet parents, Petco is a leading pet specialty retailer that focuses on nurturing powerful relationships between people and pets. We do this by providing the products, services, advice and experiences that keep pets physically fit, mentally alert, socially engaged and emotionally happy. Our road to Lithium Having pets undoubtedly means having questions about pet care. As a leading pet care retailer, Petco understands that pet parents often turn to online search first when they have questions, but also that the internet is fraught with misinformation about proper animal care. The concept of a Petco owned community was born out a clear need for expertly crafted and reviewed content that is based on years of animal care experience and knowledge. In 2012, after careful review and consideration, we chose Lithium as our platform provider and launched the first iteration of the Petco Community, called “Pet Talk Place.” Our goal was to live our brand values and realize our vision of being the “trusted source” for pet parents. In order to realize this goal, we needed a best in class platform that would allow us to connect with our customers, and connect our customers with each other—ultimately driving down customer service costs by providing a space for self-serve resolutions. Despite fantastic results in the first few months following the launch of Pet Talk Place, we realized that we had run out of things to talk about, and there was growing need for fresh and relevant content. At the same time, we noticed a shift in customer expectations in terms of responsiveness. People wanted more content, and they wanted it fast. To address both of these issues, we implemented LSW in 2013. With LSW, we now have access to questions that are top of mind for our customers, and can determine the priority in which those questions need to be addressed based on frequency and influence of the person posting the question. We create at least five unique pieces of content each week, spanning all pet categories. The benefits of having both Community and LSW In 2012, we decided that if we were to going to successfully fulfill our goal of being the “most trusted source” for pet parents, we needed a clear digital customer experience strategy to help us shift from talking at our customers, to actively participating in conversations our customers wanted to have. In order to do this, we set out to rethink our approach and start with the basics—discover pet parent needs, put a plan in place to address those needs, execute based on those needs and then continue to reassess and build on our successes. The Lithium community platform—in conjunction with LSW—is what allows us to execute against that strategy. The Petco Community combines expert information with peer-to-peer advice for a comprehensive site that provides blog content, forums, lead-generation contests and a unique knowledge base, each serving the range of pet verticals. LSW allows us to share community content with members, associates and prospective customers quickly and consistently. Having both tools means we are able to serve our customers wherever they are in the social web, on their terms, and in a consistent manner. The enhanced reporting functionality offered by LSW not only enables us to better share our customer care story with leadership, it provides a more sophisticated reporting structure that demonstrates our support of the KPIs our social teams were goaled to achieve. Our results In short, with a Total Community approach, we have managed to meet digital customer expectations tenfold. One of our finest accomplishments this year was earning the “Facebook Responsive Badge” before any of our competitors, and before any other retailer, making us best in class in terms of social customer support. This means we are responding to 90% of our customers within five minutes of contact. To put that into perspective, four years ago, our average response time was 16 hours. Needless to say, our gains in efficiency have allowed us to respond to three times the volume of comments and questions, in a shorter time and in a manner that allowed us to build on each learning in the form of meaningful content. Strong content and participation in our community has resulted in tremendous improvements year over year in terms of community health and traffic. Community Health: Average CHI score 2013 Average CHI score 2014 Average CHI score 2015 441 464 523 Traffic Totals for FY15: 62% increase YOY Total Page Views: 3,942,000 (FY14: 2,430,000) 68% increase YOY Visits: 2,852,000 (FY14: 1,702,000) 65% increase YOY Unique visitors: 2,533,000 (FY14: 1,538,000) 28% increase YOY Total Registered Member: 15,008 (FY14: 11,726) 22% increase YOY Completed registrations: 3,282 (FY14: 2,685) An unexpected benefit from all of the content we have created for the community came in the form of efficiency in our social and digital ad spend thanks to pixels that allow us to retarget users with relevant promotions and sales that are based on content consumption behaviors. Our overall Facebook spend per ad has decreased by 60%, thanks to these efficiencies.

JaniceK · ‎04-25-2015

Company: Autodesk Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community Community: Autodesk Community (Forums.autodesk.com) Lithy category: Support Savings MVP Autodesk, Inc., is a leader in 3D design, engin...

Company: Autodesk Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community Community: Autodesk Community (Forums.autodesk.com) Lithy category: Support Savings MVP Autodesk, Inc., is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries—including the last 19 Academy Award winners for Best Visual Effects—use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. From blockbuster visual effects and buildings that create their own energy to electric cars and the batteries that power them, the work of our 3D software customers is everywhere you look. Since its introduction of AutoCAD software in 1982, Autodesk continues to develop the broadest portfolio of state-of-the-art 3D software for global markets. Through our apps for iPhone, iPad, iPod, and Android, we're also making design technology accessible to professional designers as well as amateur designers, homeowners, students, and casual creators. Whether it's a kid looking to build a new contraption, a seasoned pro sketching out a great new idea, or someone who just wants to amp up their creative output, we're taking technology originally built for movie studios, automakers, and architectural firms, and making it available to anyone who wants to create and share their ideas with the world. Autodesk, one of the world leaders in 3D design, engineering, and entertainment software is delivering on customers’ needs before they ask. Autodesk drives customer loyalty and product affinity through a Total Community strategy. The strategy includes activations on Facebook, nearly 200,000 followers on Twitter, more than 40 million views on YouTube, and a branded community, running on the Lithium platform, which has seen its unique visitors grow by 34% in the last year, with a membership of 2million+ customers. One of the pillars of the Autodesk social strategy is its branded community which is the main hub for directly connecting with customers. Dating back to 1986, with Compuserve, Autodesk has leveraged community to foster peer-to-peer to support, drive greater brand affinity, and solidify relationships with its customers. It has evolved to focus on collaborating with and anticipating the needs of customers. Now its nine communities in multiple languages offer customers unique experiences by industry, region, and expertise level. The company shares product use information, solves potential product issues, and promotes best practices to proactively supply customers with the tools and information needed for a successful product experience supporting Autodesk’s customer care goals which are centered on rapid, relevant, service, support and learning for every customer. Autodesk’s recently-launched Knowledge Network (AKN) as a place for users to find product solutions, learn more about products and link in to the community. When looking for support, top knowledge based articles appear in search results, which even include accepted solutions from the community. This speaks volumes to the importance of the Autodesk Community participation for quick problem solving capabilities, not to mention the Expert Elites our Super Users of Autodesk Community who answer support questions directly. In the last 12 months, nearly 20 million unique visitors came to the AKN site to learn and explore, troubleshoot an issue, or download software. Autodesk’s Expert Elite are the Super Fans and lifeblood of the Autodesk Community. The Autodesk Expert Elite program was created to recognize customers around the world who have contributed a significant amount of time, knowledge, and assistance to fellow customers. These people have demonstrated a strong sense of leadership and use an engaging style of collaboration that contributes to a healthy and valuable customer community. The program now has over 200 members representing 23 different countries. They have delivered 7,000 accepted solutions, received 17,000 kudos and posted 60,000 replies. Autodesk has also recognized the importance of video content on the community, and last year piloted and launched a webinar program to proactively offer customers another way to learn about and experience Autodesk products. For instance, the Installation and Licensing Community hosted “Troubleshooting Desktop Subscription Licensing issues” webinar to give users the information they need to get the “software up and ready.” The Autodesk Help webinar series is a virtual studio house, with regular, and in some cases weekly offerings. Webinar attendance can be as high as 200 live attendees and videos posted online can reach over 5,000 views. Over 50% of webinar attendees are repeat participants because they derive continued value from the webinar content. These programs provide information that helps our customers get their products up and running quickly. Our goal is helping customers to optimize productivity and with these programs our service and support professionals can begin to shift reactive help to providing more proactive solutions to our customers. Our business results Autodesk’s collaborative and proactive approach supported by several key programs, including Expert Elite, Knowledge Network, and Autodesk Help Webinars. The tactics have delivered the following community success metrics: Autodesk Communities received over 27 million unique visits in the last 12 months. Autodesk Community successfully serves answers to millions of customers, yielding a multimillion dollar value to Autodesk and its customers. Customer success is tracked and measured via surveys to ensure that the community is providing actual solutions, and at an increasing rate. The community has more than 2 million registered members that have shared more than 135,000 kudos and over 20,000 newly accepted solutions in the last year.

JaniceK · ‎04-04-2016

Co mpany: Volia Entry submitted by: Yulia Shevchenko (Head of social media customer care) Community: Volia Club Lithy category: Excellence in Customer Satisfaction Ukraine is the biggest territory in Europe. VOLIA is a nationwide...

Co mpany: Volia Entry submitted by: Yulia Shevchenko (Head of social media customer care) Community: Volia Club Lithy category: Excellence in Customer Satisfaction Ukraine is the biggest territory in Europe. VOLIA is a nationwide Ukrainian telecommunication provider that offers a set of modern telecommunication services: analog, digital, HD and interactive TV “VOLIA Smart HD” (OTT), broadband Internet and cloud services of the biggest Ukrainian Data-Centre. VOLIA has a business across all biggest (by population) cities (except Odessa). And we are #1 Internet and TV provider across our footprint! In 2015 the Company created and continue developing six own TV channels − «VOLIA CINE+», «VOLIA CINE+ HD», «VOLIA CINE+ MIX», «VOLIA CINE+ LEGEND», «VOLIA CINE+ Hit HD» and «VOLIA CINE+ KIDS». VOLIA is recognized as the best provider of digital entertainments by International Festival-Contest Choice of the Year 2015. One of our company's strategic directions is digital care. Since 2014 Volia created client oriented and innovative environment to serve our customers online. In a year, we grew share of digital customer care from 48% to 71%. Two great instruments – new customer self-care portal “My Cabinet” (my.volia.com) and customer’s community Volia Club (club.volia.com), drove that growth. In March 2016, the customer self-care portal “My Cabinet” was awarded as Best Customer Experience Project on International Conference of Customer Experience in Budapest. In 2015, we focused on answering 2 questions: How to increase digital care possibilities to our customers – that impact CES and NPS How to become closer to our customers and make them a real part of Volia In 2014, our self-care included several IVR modules, a little of SMS informing, an ugly self-care portal that was designed as an old-school excel and old forum, that was driven just by moderators. All these instruments covered ~48% of interaction. At the end of 2014, we delivered 2 great online instruments (a new self-care Portal and a Lithium-powered customer Community) in parallel with updating of IVR / SMS management. And in 2015, we made a leapfrog from 48% to 71%. They're incredible results, and we are proud of it! The most important customer service issue we were looking to solve via Lithium implementation We love our customers and want to be their beloved provider with a long-term relationship! That's why it is necessary to by open-minded and a close-to-customer company. It seems customers trust other customers the most. And people like to help other people and to be proud of it – especially if you offer them a proper environment for this exchange. Knowing this, we set out to create Volia's online community. This high-tech platform gives great possibilities to manage a huge number of customer questions with little participation of Volia moderators. In addition, it has greatly increased customer brand engagement. It’s really another attitude and principle of customer care It's integrated not just with self-care but with Volia facebook/twitter account It has an in-built, strong gamification that helps to involve customers into customer care and grow super users that become brand advocates Community implementation both increased customer engagement, improved business process and impacted our Internet users' NPS and CES greatly! Metrics 1. Customer satisfaction In May of 2015, we started to measure our Volia Club’s customer satisfaction among registered users (by Survey Monkey). The questionnaire was focused on ease of use, speed, and quality of answers inside the Community. And the key question was «What is your total satisfaction with the Volia Club». The highest score was for quality of answers – 8.41 from 10. It’s really cool as 50% of all answers were given by community members! 2. The readiness to recommend Volia among the Internet-services users increased by 19 points (against 15 planned) all over the country and by +23 points among the audience in TOP-3 Internet cities (Kiev, Dnipropetrovsk, Kharkiv). 3. The chain of complicated request solving became twice shorter! Average response time decreased to 2 hours from 24 hours in 2014. The chain of reply to customers now has 4 steps instead of 8. Before Community launch After Community launch 4. It’s impact on CES is improving! This is due to both business process simplification and listening to direct complaints of customers and quick resolution! 5. In addition we improved efficiency! The job of moderators has shortened by 39.3% (against 30% planned). All visits were served by 4 people (2 FTE). Nearly 50% of inquiries are served by customers. The share of the e-mail service assignment has shortened by 30% (against 25% planned). We were the first and only provider in Ukraine that launched a customer driven community! In 2015, we arranged Volia’s top-management and best customer expert meeting to discuss Volia’s strategy. Our clients became part of the Volia transformation team! As a result, community is one of quickest channels for customer feedback. It is first in asking, replying and clarifying information about all issues - from city outages to price changes and new product launches! Often urgent escalation helps to solve the problem before it has a big impact on business, or to prepare proper communications to the entire customer base, or to test new products before going to market! At the end of 2015, Lithium implemented a new survey built into the system that allow to track CSAT among non-registered users! And it's our next target to increase satisfaction and engaging among newcomers in 2016! The customers are positive towards the changes in the Company! The search and innovations implementation process is ongoing. Volia is open to the changes for the better! During the year, 5 super-users* were developed in our community. They become the brand experts – they don’t only help us with answers to less experienced users, but also take a large part in testing of new products and giving recommendations to their development. * in communities 5+ years – normally up to 10 super-users

JaniceK · ‎04-25-2014

Company: Google Glass Entry submitted by: Sarah Price (sarahprice) Social Media & Community Lead and Teresa Zazenski (tzazenski) Community Manager Community: Glass Explorers Program (http://glass-community.com) Lithy category: Most Creative...

Company: Google Glass Entry submitted by: Sarah Price (sarahprice) Social Media & Community Lead and Teresa Zazenski (tzazenski) Community Manager Community: Glass Explorers Program (http://glass-community.com) Lithy category: Most Creative Promotion or Launch Entry for I Am an Explorer video: The Glass Explorers Program started in April 2013. We made Glass available to bold, creative individuals from different walks of life to help shape the future of Glass. People don’t just buy Glass, they become a “Glass Explorer.” Through the Explorers Program, we seek to empower our customer community to introduce the world to Glass and share their feedback to make Glass better. On April 10, 2014, we announced that we would be expanding the Explorer Program. For one day on April 15, any adult living in the US would be able to buy Glass and become an Explorer. There are countless public fan communities for Glass, but our official community is hosted by Lithium, with private discussion areas restricted to Glass Explorers. This enables customers to have open and honest conversations about Glass and the Explorer Program. Our team uses our Lithium community to get direct feedback and input from our Explorers in many ways, including through a “Glass Wishlist” ideation board. We also use Lithium Social Web to monitor and engage with feedback and Explorer-created content across the web. Our community of Explorers is the heart of our program, so for certain key Explorer Program milestones, we have invited our Explorers to share content with us that we used to create a community-driven launch video for our marketing efforts. These videos focus on the Explorers and show the world who makes up our community. They also show our Explorers how important they are to our team and to the program, especially in times of change: both milestones involved expansion of the Explorer Program. This makes the change a bit less scary and helps our veteran customers to welcome our new customers. We directly asked for new submissions in our community, and also used Lithium Social Web to identify additional Explorer content that fits into our theme. I Am an Explorer [Through Google Glass] announced a new expansion of the Explorer Program where any adult in the US could become an Explorer for a limited time. This video showcases the diversity of our Explorers and shows some of the things that real Explorers do. We were very pleased with the engagement that resulted from the campaign, and the finished product reflected our values and the heart of the Explorer Program. Please see our entry for Digital Strategy Leader for more on the Explorer Program. Business results Video was released on April 10, 2014 and has 108k views as of April 24, 2014 (live for 2 weeks). While submissions were open, the campaign was the 2nd most viewed and replied discussion in the community and received the most kudos by a margin of 61%. We additionally received qualitative positive feedback from our Explorers about the campaigns

JaniceK · ‎04-29-2016

Company: Petco Contact: Melanie Morrill (Mgr, Social Media and Content) Community: Petco Community Lithy category: Community Design of the Year With more than 50 years of service to pet parents, Petco is a leading pet specialty retaile...

Company: Petco Contact: Melanie Morrill (Mgr, Social Media and Content) Community: Petco Community Lithy category: Community Design of the Year With more than 50 years of service to pet parents, Petco is a leading pet specialty retailer that focuses on nurturing powerful relationships between people and pets. We do this by providing the products, services, advice and experiences that keep pets physically fit, mentally alert, socially engaged and emotionally happy. Our community goals Our goal is to establish Petco digital properties as the “go-to” source for pet care news, customer support, social commerce, education, information and fun. The Petco Community delivers on “The Power of Together” by creating and showcasing high-value, Petco-branded content that resonates with the communities we serve. We aim to engage and empower pet parents to enrich their pets’ lives. The design elements that make our community unique The Petco Community is a branded content hub where pet parents and animal lovers can connect, share pet stories, find solutions to pet care issues and more. The Community platform, with a new look and feel and a dramatically improved user experience, enables us to more effectively and efficiently engage, support and market to current and prospective customers. The design elements that make our community unique are the rich content immersion from our home page and throughout the community, and dynamic content recommendation at the blog level. To Petco, the community is more than just Q&A forum content. It’s about engaging with pet parents in rich, meaningful ways. Our goal was to strike an important balance between Petco-generated and user-generated content. For instance, on the home page, we developed large components that enabled Petco to feature beautiful, unique pet imagery to entice users to engage and to communicate our expertise, while at the same time balancing that against user-generated discussion content across all pet categories. The Community offers a variety of content in every pet category—including dog, cat, fish, small animal, reptile and bird. You’ll also find: Hundreds of blog posts (co-created and collaborative content written by SMEs, influencers, Petco partners, veterinarians, community super users and pet industry journalists) More than 6,500 forum posts (where community members can ask questions and share their pet parent experiences) A tribal knowledge base (where we provide the best answers to common questions) Infographics, Petco videos, photos, contests and more How we executed our community design We leveraged Lithium’s strategy consulting and technical services groups to conceive, design and implement a customized experience. Strategy consulting worked with us from the ground up, identifying our core business needs and matching that with an achievable but differentiated community experience, one that propelled us from a standard forum design to a rich, compelling community we could be proud of. Next, they worked hand-in-hand with their development team to ensure that many of the customized experiences we wanted could be executed on-time and within budget. Lastly, they continued to engage with us after implementation to make tweaks and improvements to the experience. In fact, we continue to work with them to convert the community to a responsive experience in the coming months. Our metrics All 2015 goals for the community were exceeded post community redesign launch. Traffic Totals for FY15: 62% increase YOY Total Page Views: 3,942,000 (FY14: 2,430,000) 68% increase YOY Visits: 2,852,000 (FY14: 1,702,000) 65% increase YOY Unique visitors: 2,533,000 (FY14: 1,538,000) 28% increase YOY Total Registered Member: 15,008 (FY14: 11,726) 22% increase YOY Completed registrations: 3,282 (FY14: 2,685)

JaniceK · ‎04-28-2016

Company: Fitbit, Inc. Contact: Allison Leahy (Director of Community) Community: Fitbit Community Lithy category: Social ROI Titan Fitbit helps people lead healthier, more active lives by empowering them with data, inspiration and guid...

Company: Fitbit, Inc. Contact: Allison Leahy (Director of Community) Community: Fitbit Community Lithy category: Social ROI Titan Fitbit helps people lead healthier, more active lives by empowering them with data, inspiration and guidance to reach their goals. As the leader in connected health and fitness, Fitbit designs products and experiences that track everyday health and fitness. Our 2015 goals for our Lithium-powered community and LSW Fitbit helps people lead healthy and active lives by empowering them with data, inspiration, and guidance to reach their goals. Our community connects millions of users around the world so they can support one another in achieving their wellness goals. Keeping focus on our brand commitment to excellent experiences, our 2015 goals centered around establishing better connections between customers and product support. We sought to increase our presence on social media, bring even more visitors to our established forum content, and ensure quick, consistent responses through all our channels. We recognized that achieving these primary goals would also result in equally substantial secondary benefits. By providing excellent support via social platforms, we would deflect contacts from other support channels, which offer a more traditional one-to-one communication model. By surfacing relevant Community discussions and Accepted Solutions, we would have the opportunity to resolve customer inquiries before their question was even asked. In addition, we were excited to begin routing all content through LSW, from social engagements and forum posts to marketing responses and app reviews. Through tagging, volume metrics, and social listening tools, we aimed to improve our understanding of what users are seeking when they reach out to us. This data is a vital part of improving our internal analytics and reporting to the business around milestone events. Our focus areas and tactics We set out to meet - and even surpass - these goals with an ambitious multi-pronged strategy. The largest single move to unite customers with content involved transitioning our Community from private to full public accessibility. The ensuing SEO visibility resulted in 3x visits and page views. In anticipation of this new traffic, we launched a major project to maximize the value of Accepted Solutions, which appear prominently in search results. Our team worked to ensure that every Community topic included a satisfactory response, which is an effort we continue with new threads today. Another significant step toward this goal was promoting our Community and Twitter support channels on both the help site and contact page. As this is the most common avenue used to reach Fitbit via email, phone, and chat, we hoped the prospect of a more rapid response on our platforms would appeal to customers. We recognized that this effort would only be worthwhile if we could indeed deliver on that promise of excellent and rapid resolutions. To this end, we developed a capacity plan and staffing model to accommodate the growing popularity of our social support channels, aiming for the 4 hour maximum response time featured on our contact page, 24 hours a day. Through collaboration with our social marketing teams, we aggressively added support for newly-established regional brand pages and new channels including Instagram and app store reviews. We also put LSW’s tagging logic to work by applying product, platform, and feature-based tags to content, allowing us to get deep insights into social and community commentary. In addition to bolstering our social coverage, we began acknowledging emerging issues in real-time through proactive tweets, floated community threads, and help site banners (which often linked straight to community threads). We’ve also engaged our Community Council superuser group to escalate concerning posts for quick attention. With this infrastructure in place, we were on the right track to make Fitbit a leader in the social support realm! Our results As we compare our current state to where we began at the start of 2015, it’s clear that the aforementioned efforts have been wildly successful. Social media interactions increased rapidly as we strengthened our support presence and featured these channels on our contact page. Per the above graph, we saw a 616% increase in contacts to our dedicated support handle on Twitter between January 2015 and January 2016 (compared to a 393% increase the year prior). We also noted a substantial gain in channel subscriptions as we passed 100,000 followers on Twitter. Our growing audience brings increased amplification and adds value to proactive tweets, aiding us us in our mission to further reduce support contacts. As depicted below, we've calculated that by providing Twitter support alone, we've saved approximately 29,000 agent hours in Q3 and Q4 of the past year, by resolving customer issues without the involvement of email, phone, or chat. Our shift to a public Community was impossible to overlook, as forum content quickly occupied the top spots for relevant search results. We saw daily traffic more than double in the month following this change, and noted the balance shift to more than 60% mobile visitors. As we ramp down from the last Holiday season, we now find ourselves at about 500% traffic compared to the closed community of 6 months ago. To better visualize the full value of this growth, we ran a series of Community surveys to gauge the likelihood for Community visitors to open support cases after their visit. Prior to the open community, we saw potential for about 500,000 annual case deflections. Following the public relaunch, we were able to greatly increase this ROI potential, even considering increased staffing costs. Per the results of these surveys, we estimate about 225% ROI for our Community last year. The 2015 year was one of lofty goals and great strides for both our team and our platforms. These numbers give us confidence that our hard work has resulted in better support experiences for Fitbit customers around the world, and also that we continue to significantly contribute to an efficient, versatile, and economical Customer Support department.

JaniceK · ‎04-27-2016

Company: Alteryx Entry submitted by: Julie Hamel (Senior Community Manager) Community: Alteryx Community Lithy Category: Marketing Champion Alteryx is the leader in self-service data analytics. Alteryx Analytics provides analysts w...

Company: Alteryx Entry submitted by: Julie Hamel (Senior Community Manager) Community: Alteryx Community Lithy Category: Marketing Champion Alteryx is the leader in self-service data analytics. Alteryx Analytics provides analysts with the unique ability to easily prep, blend and analyze all of their data using a repeatable workflow, then deploy and share analytics at scale for deeper insights in hours, not weeks. Our unique promotion When we began conceptualizing the future of community at Alteryx in early 2015, we made bold investments to begin a transformation of the way that our customers and employees connect with each other, discover new solutions to complex analytical challenges, and contribute fresh ideas to the broad industry discussion. If we were going to successfully launch our new community and scale alongside our rapidly-growing business, creating an equally-bold awareness and adoption campaign was critical. The Alteryx Community team dedicated significant resources in a short timeframe to design an aesthetic that translates well across the boundaries of digital and physical promotional efforts. The team did a fantastic job of creating a natural feel to long-time users of our products and appealing to the forthcoming generation of business analysts. This led to three major themes that define the core our campaigns: - Be part of something bigger than yourself - Take pride in sharing your knowledge - Keep exploring Below are examples of how we’ve applied that strategy to execute tactically in a number of areas. The resulting lifts in awareness, engagement, and satisfaction around community have been amazing. Our strategy and tactics Video - To introduce the Alteryx Community and pique interest around launch, the team employed little Dot with the blue hair in a fun and light welcome video, which later made 2015’s Top Videos from Video Brewery. It was an instant hit with Alteryx Associates, who previewed the video at a pre-launch Community 101 All-Hands meeting. Externally, the video was shared via social channels a few days prior to the launch to tease our followers and promote our launch date. Swag – People love free stuff. To raise awareness internally, all employees were provided with community superhero mugs and notebooks, where they were encouraged to help spread the words with our partners and customers. We continue to hand these out during the new hire boot camp alongside a Community 101 session to help employees get familiarized with the community and their roles in it. We occasionally send these out to customers to thank them for their participation as well. Gamification – We’ve made great use of Gamification through an extensive collection of badges used to welcome members on their first visit, introduce them to new features, and to recognize their affiliations & status within the global community. Community Members who were migrated from the original community received the community founders badge at launch, which triggered email notifications to let them know the new community was live and thank them for their support. The competition to collect them all is fierce! Contests - To help generate user content and create a fun & positive atmosphere we launched the 10 Things I love About Alteryx contest where we encouraged users to share reasons they enjoy the product and share tips with other community members. The 10 best quotes were gathered to create the first ever Alteryx Community t-shirt and the winner took away a GoPro! Hangouts - Our community launch coincided with the release of version 10.0 of Alteryx Designer, so we hosted a live event using Google Hangouts allowing the community to get up close and personal with Product Management, executives, and our Alteryx ACEs (our superusers who beta’d the product) to hear about new features. Hangouts have become a regular part of our repertoire. Our customers love tuning in to hear the latest and interact directly with Alteryx staff and each other! Our results After our re-launch in September 2015, post count increased by 2000%, going from an average of 30 posts a month to 1,000+! The community received 10,000+ unique visitors who generated nearly 100,000 pageviews. Active members increased by 2,300%. Metrics continued to trend up in October, with traffic peaking on the day of our first live event as 4,000+ unique visitors stopped by the community. Since then, we have hosted live Alteryx | Hangouts on a monthly basis, which have provided a great way for us to preview what we are working on, share tips & tricks, and connect with our members to recognize them for their efforts. All of our efforts have had a major impact internally as well. Employees have embraced the community to support customers and collaborate internally. Having hundreds of champions to support our cause is a big key to our success. Employees make up only 1.5% of our visitors, but generate nearly 44% of posts and 38% of solutions (much of that in the internal employee-only area of the site). The community as a whole has generated 14,000+ posts and 1,000+ solutions in just 6 short months. Its passion and rapid growth continue to amaze us.

JaniceK · ‎04-29-2015

Company: Google AdWords Entry submitted by: Akshay Nair (Akshay) Global Project Manager, AdWords Communities Community: Google AdWords Community https://www.ru.adwords-community.com (Russian Community) https://www.pt.adwords-community.c...

Company: Google AdWords Entry submitted by: Akshay Nair (Akshay) Global Project Manager, AdWords Communities Community: Google AdWords Community https://www.ru.adwords-community.com (Russian Community) https://www.pt.adwords-community.com (Portuguese Community) https://www.es.adwords-community.com (Spanish Community) Lithy category: Marketing Champion AdWords, a flagship product of Google, accounts for the majority of the company’s revenue. Utilized by millions of businesses in over 40 languages around the world, AdWords penetration is accelerating while its features become increasingly sophisticated. Google recognizes the opportunity to help SMBs improve their businesses through adding features that improve their advertising campaigns. AdWords customers range from multi-million dollar companies to tiny mom-and-pop businesses. Our aim is to provides a feature-rich advertising platform suited to all types of advertisers and advertiser needs. Google AdWords has leveraged the power of the Lithium platform to drive our customer education efforts on some of our fastest growing AdWords communities - Spanish (ES), Portuguese (PT) and Russian (RU). To educate our customers on AdWords and all it’s features, we use webinars (executed through the Hangouts On Air technology) and various video formats that we host on the Lithium platform. We’ve built in functionality that allows us to track the impact of our video content. This includes actions performed by our customers on their AdWords accounts after they have watched our webinars and engaged with our video content on these communities. Our marketing program We care immensely for our influencers and understand the value they bring to our 1:many efforts. The Google Partners Academy in the PT/ES markets and the “Boost IT” program in RU allowed us to reach and engage online marketing professionals, advance their product knowledge, educate them and share advice on how to improve their online marketing efforts. Google Partners Academy - is a customer education program targeting Google Partners (certified AdWords agencies and certified marketing professionals). The program consists of a series of Hangouts On Air, where Google specialists (AdWords support team, account managers) guide users through a range of product-related and online marketing-related topics. “Boost IT” - is an educational program targeting Ukrainian large advertisers from the IT sector. This program consists of a series of Hangouts On Air where account managers answer advertisers’ questions online, give presentations on product-related topics and share best practices that are relevant to our IT clients. All discussions, questions and user conversations during and after the webinar happen on the respective communities where the Hangout On Air is hosted. To scale our efforts further, these customer education models and initiatives were later launched in other market communities. We’ve partnered across Google with Large Client Services, Small & Medium Business Account Managers and Marketing teams based in Dublin, Wroclaw, Sao Paulo, Kiev, Buenos Aires and Mexico City to ensure we touch as many advertisers as possible. Also, we feature our Top Contributors and Rising Stars in our webinars who share their experience and insights in a live environment by answering questions in real-time. Our results Community growth: All three communities (ES/PT/RU) doubled their size from 320k to 630k annual visits on average. User impact: We had a 232% increase in certified individuals in our Spanish speaking markets in 2014 29% of all actions taken by our customers who visited our 10 Communities around the world were driven by these three communities alone Cost savings: Our training efforts with the Google Partners Academy program recorded a cost saving of 91% per attendee

JaniceK · ‎04-25-2015

Company: Autodesk Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community Community: Autodesk Community (Forums.autodesk.com) Lithy category: Social ROI Titan Autodesk, Inc., is a leader in 3D design, engineer...

Company: Autodesk Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community Community: Autodesk Community (Forums.autodesk.com) Lithy category: Social ROI Titan Autodesk, Inc., is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries—including the last 19 Academy Award winners for Best Visual Effects—use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. From blockbuster visual effects and buildings that create their own energy to electric cars and the batteries that power them, the work of our 3D software customers is everywhere you look. Since its introduction of AutoCAD software in 1982, Autodesk continues to develop the broadest portfolio of state-of-the-art 3D software for global markets. Through our apps for iPhone, iPad, iPod, and Android, we're also making design technology accessible to professional designers as well as amateur designers, homeowners, students, and casual creators. Whether it's a kid looking to build a new contraption, a seasoned pro sketching out a great new idea, or someone who just wants to amp up their creative output, we're taking technology originally built for movie studios, automakers, and architectural firms, and making it available to anyone who wants to create and share their ideas with the world. Our 2014 objectives Autodesk is undergoing a business transformation: the growth of the business and transformation to a cloud based service generates product support needs that must be met at scale. The multi-language Autodesk Community plays a significant role in the support strategy to ensure the availability of quality answers from expert members and in a timely fashion, for all customers, regardless of a paid service option. Autodesk supports its customers in 3 major ways: Self-help: Anyone can visit the Autodesk Knowledge Network, a repository of Autodesk-generated and carefully curated content, available to all customers, 24x7 Engage online in the Autodesk Community. The Accepted Solutions from the forums integrated with and automatically part of the Autodesk Knowledge Network Contact us: Call / email /chat with a support representative, available only for some types of customers In order to increase the value of the community for our customers and Autodesk, we had 3 goals in 2014, and were able to exceed our results for each: Traffic - Increase visits to the forums by 25% vs. actual result: 34% increase Quality content - Increase accepted solution rates by 10% vs. actual result: 13% increase Initial response time- We had specific goals depending on the platform inquiry: The Community has many benefits: it helps shape the image of the company, contributes to our customers decision to purchase certain products, informs the product development teams of possible issues or wishes for future release, etc. But the Autodesk Community is at the core a product support operation. The community sits between the Autodesk Knowledge Network and the technical support agents as an online interactive platform. It quickly provides solutions to our customers, and deflects calls that would otherwise be addressed to Autodesk service representatives. They provide a one-to-one service that is difficult to scale. The average cost associated with a customer service or technical support representative, who interact over the phone is carefully monitored. It serves as a primary cost basis to estimate the scope of savings that Autodesk realizes. Based on volume of visits from customers who could have called an agent, the success rate (result of an ongoing customer survey), we estimate the total call deflection value in 2014 to be in the millions of dollars. Even more impressive is that we have been able to provide answers to over 10M customers per year, including students and educators that have free access to both our software, and to our community based support. The Autodesk community is growing at an accelerated pace. In 2014: We recorded growth in community membership of 30% in 2014 to pass 2 million registered members. It is the result of organic growth and an effort in SEO but no paid advertising. It grew by 22% in 2013 and 16% in 2012. Community visits increased 34% to 27.3 million annually. RSS feeds to the community grew by 471%. Autodesk’s Expert Elites are the Super Fans and growing in importance. The Autodesk Expert Elite program was created to recognize customers around the world who have contributed a significant amount of time, knowledge, and assistance to fellow customers. These people have demonstrated a strong sense of leadership and use an engaging style of collaboration that contributes to a healthy and valuable customer community. The program now has over 200 members representing 23 different countries. They have delivered 7,000 accepted solutions, received 17,000 kudos and posted 60,000 replies. The unique aspect about the Expert Elite program is that it doesn’t stop at community; it is the concept of Total Community. The program not only values a user’s contribution within the community, but outside of it as well. Autodesk looks at the contributions people are making on personal blogs and other social channels, as well as at offline events such as training seminars, to really see the conversations happen full circle.

JaniceK · ‎04-25-2014

Company: Aruba Networks Entry submitted by: Sean A Rynearson (srynearson) Chief Airhead Community: Airheads Community (http://community.arubanetworks.com) Lithy category: Lithium Platform Innovator We believe that buying a product is ...

Company: Aruba Networks Entry submitted by: Sean A Rynearson (srynearson) Chief Airhead Community: Airheads Community (http://community.arubanetworks.com) Lithy category: Lithium Platform Innovator We believe that buying a product is just the first step. A User needs support after the buy. Community is a more efficient way of supporting end customers. Lithium helps us reach our customer and answer their questions in a cost effective manner. Hi, I am Sean Rynearson, Chief Airheads for Aruba Networks. That is just a fancy way of saying I am the community manager. This is our submission to the Lithium Platform Innovator Lithy. We believe that buying a product is just the first step. A User needs support after the purchase. An online community is a more efficient way of supporting end customers. Lithium helps us reach our customers and answer their questions in a cost effective manner. Our online community is very important to us. It is a place for Aruba customers, partners, and employees to connect and discuss Wireless and networking technology. I started off my career as a contracting engineer working on Aruba gear. Many times I have depended on the Airheads Community to help me solve technical problems. We currently have over 4000 unique logins this year, 450 unique participants every month with over 300 thousand active views a month. Our community is growing fast. Our web-based community is amazing, but the times have changed. Or Users are not always in the office or on their laptop. We call this new concept #GenMobile . Users need the same functionality on the go as they do on their laptop. Mobile browser interface is ok but we needed something with more usability. Something that is more intimate with the user. Introducing the New Airheads Mobile App. Using Lithiums REST API and the user/message calls we were able to build a mobile experience that gave users competing functionality over the Web based Interface. We implemented some key Community function: Single Sign-on Support Full menu support Multiple discussion board functionality Knowledge base access Blogs Events Incredible search Community Functionality is great but we also threw in some amazing user functionality: User Posts and comment Kudos Share on social media Friends Private messages User Profiles Is our Community now #Genmobile Ready? Mobile Community Functionality-- Check Mobile User Functionality-- Check Amazing online members-- Check We are good to go. With the combination of community and user functionality along with the great minds of our online members, we have a solid community no matter if you are on the go or in the office. Feel free to try out our new Airheads Mobile APP. And send us feedback. Thank you. Our business results 1300 unique app logins within the first month 2000 downloads Watch our video here:

JaniceK · ‎04-05-2016

Company: Comcast Entry submitted by: Matt Verna (Analyst) Community: Comcast Help & Support Forums Lithy category: Total Community All Star Comcast Cable is one of the nation's largest video, high-speed Internet and phone provider...

Company: Comcast Entry submitted by: Matt Verna (Analyst) Community: Comcast Help & Support Forums Lithy category: Total Community All Star Comcast Cable is one of the nation's largest video, high-speed Internet and phone providers to residential customers under the XFINITY brand and also provides these services to businesses. Comcast has invested in technology to build a sophisticated network that delivers the fastest broadband speeds, and brings customers personalized video, communications and home management offerings. Comcast’s number one goal is to transform our customers’ experience with us. Social media has become a strong and effective service channel for our customers. In 2015 we expanded the use of Lithium Social Web and completely redesigned Comcast’s community. The Digital Care team works to resolve all customer inquiries in a timely matter with a heavy focus on quality interactions. Lithium’s LSW and Community solutions both provide significant support in our goal to provide excellent service 24x7x365. With these solutions, we are able to measure success and track volume and engagement from each social platform. Key 2015 Milestones: Created and deployed NPS survey program Achieved higher than industry average NPS score based on nearly 60% survey response rate Increase in channel (social) resolution rates to 99%+ Deployed a Quality program for our team which focused on the customer experience and the behaviors necessary to change customer perceptions & sentiments from negative to positive Deployed Spanish Language support for Xfinity Latino Twitter and Facebook Reduced non-social channel escalations per month from 4000 to 400 5M Page Views in the Help & Support Community 5M Unique Visitors to our community - nearly 10M from mobile and tablet devices More than 8.25M Solution Views - a 13% increase year over year More than 5.4M registered community users My Account App integration with @comcastcares The XFINITY My Account app is a self help tool for the customer. Customers are guided through interactive troubleshooting guides. If the issue persists after completion of basic troubleshooting, customers are given the option to tweet @comcastcares. Utilizing LSW’s Routing features we are able to seamlessly support customer inquiries received via this channel. Expert Help Lithium’s Expert help feature has been a game changing addition for the Digital Care team. From any platform we support we are able to escalate the conversation to key stakeholders within the company. This helps the Digital Care team provide the best customer experience by getting to the right solutions as quickly as possible. This also helps alert key stakeholders within the company about potential issues with the products and services under their direction. Smart View Smart Views have allowed us to significantly enhance our approach to queue management. This has given us the ability, based on event, topic or outage, to capture the volume and help shift resources to the specific event or topic. As most issues found on social media are time sensitive, we have the ability to provide reactive statements and provide real-time communication to internal stakeholders. Approvals The Digital Care team has had significant growth over the past few years. Due to this growth we have found that LSW’s Approval feature has helped our team with training new hires and our quality program. The Approval feature gives our team’s SMEs (subject matter experts) the ability to approve new hire posts to ensure they meet the Digital Care quality standards. This also helps with developing the necessary confidence to engage on social and provides a cleaner method of learning the brand’s social voice. This allows us to focus on providing the best overall customer experience. Dashboards/Alerts The Digital Care Team utilizes dashboards to provide micro level operational insights to our Digital Care leaders and broader information to key stakeholders from throughout the company. This feature has changed the way Digital Care Team communicates with our colleagues. We no longer have to capture the volume and send an email alerting the stakeholders. We currently have 165 users with dashboard access. Many are also set up for alerts pertaining to what product or service they support. This provides real time alerts and insight to what is happening on social media. Forums Links to Related Content When viewing a discussion thread, the bottom of the page now has links to related content that may help answer questions and green check marks to let customers quickly see that the question in that thread has an approved solution. KB integration With the Knowledge Base integration, we are able to respond to customers on Twitter or Facebook with self-help or approved solutions from our community. This allows us to not only provide accurate information, but also helps us introduce potential new users to our growing Community. In addition to driving new users to our community, we are also able to introduce the new community user to our solution, thus furthering our reach from one-to-one to one-to-many solutions.

JaniceK · ‎04-22-2015

Company: Indosat Entry submitted by: Ghina Aliya (GhinaAliya) Community Manager, Forum ICITY Community: Forum ICITY (http://icity.indosat.com) Lithy category: Most Creative Community Promotion or Launch Indosat Tbk is a leading tele...

Company: Indosat Entry submitted by: Ghina Aliya (GhinaAliya) Community Manager, Forum ICITY Community: Forum ICITY (http://icity.indosat.com) Lithy category: Most Creative Community Promotion or Launch Indosat Tbk is a leading telecommunication and information service provider in Indonesia that provides cellular of prepaid services (Mentari and IM3) and postpaid services (Matrix), 3G services using HSDPA-technology, fixed data services including Multimedia, Internet & Data Communication Services (MIDI) and fixed voice (fixed telecommunication) services including IDD services and fixed wireless services. PT Indosat Tbk was established by the Indonesian Government on November 20, 1967 and now part of Ooreedoo Group (Formerly Qtel Group). Our Community promotion goals Strengthen Indosat commitment towards community as one of key differentiator within the services, on 2012 we became pioneer for telco customer support forum in Indonesia. We launched Forum ICITY (http://icity.indosat.com), The 1 st crowdsolution forum which covers discussion around gadget and technology, Indosat services also community. With the help from Lithium platform, we were able to do crowdsourcing and involve our brand-enthusiast since the early stages. From specify a new name, enrich forum content to design the new community logo ICITY has grown, on March 2015 we has gained more than 20.000 members, more than 115.000 postings, over than 9 million pageviews and 2.500 questions that have received a resolution or answer in the community. These valuable answers have received 2. 431.002 views resulting in direct deflections and support cost savings. Indonesia is at the forefront of the social media revolution in Asia, yet it is an unique market. We need both, online and offline approach to generate community engagement. This is the reason why we need to setup a Word of Mouth Marketing Strategies and one of the effective way to do it is to have an iconic brand activation for promoting ICITY as well as Indosat Community. We decide to have The 1 st Community Festival in Indonesia, with United Souls as the theme on December 13, 2014. Located at Senayan-one of the most hip venue in Jakarta, Indonesia-. We classify interest into zoning. Community members were invited to explore 7 Zones in form of exhibition: Indosat Community, Gadget Communities, Creative Communities, Lifestyle Communities, Automotive Communities, Sport Communities and Enterpreneurs which participate for providing FnB. This event was free of charge for Indosat users while other may register as new subs to join. Our Community promotion strategy Having passion and close relation with prominent community leaders also key influencers are the initial foundation. Then we run the dynamic duo, synergize between online and offline activities. We involve community representatives since the beginning, from deciding venue layout, what theme will be used, which community will be invited and what kind of activities that interest them the most. The promotion worked in 3 key phases: Pre-Event Objective: To raise awareness of community members Online: Teaser through ICITY Forum as the main hub Teaser through ICITY, Indosat and community social media channels/mailing list Teaser through internal communication channel Digital Placement Offline: Promotion through radio quizzes & talkshow Promotion through below the line channels Small meetup with community leaders and key influencers The Day Objective: To convert awareness into action Online: Manage digital activation “coin collecting tweets” which convert tweets using hashtag #CommunityFestival2014 to donation for sent unprivileged kids back to school Manage digital activation “live blogging” to encourage bloggers capture #CommunityFestival2014 fanfare Manage digital activation “live posting” to encourage ICITY members reporting #CommunityFestival2014 excitement Offline: Organize community-centric activities: record breaking attempt, community convoy, community battle, community market, we-fie photo competition Invite press to join press conference and watch community performances, such as Duta IM3 (Indosat IM3 Ambassador), Indonesian Zombie Community and Jakarta Cosplayer. Entertain music-fanbase community by presenting Indonesian well-known artist Add interesting gimmick: from community wall of fame, gadget and official jersey auction, freebies to fun games Promotion using radio report & below the line channels Post Event Objective: To maintain the word of mouth Online: Publish event report on ICITY Amplify anykind of post related through social media/mailing list Offline: Small meetup with community participants and handover donation Results of our Community promotion More than 100 communities join the event to expand their network, discuss further collaboration and enjoy togetherness with friends also other community members. We have gained 2655 original tweets using #CommunityFestival2014 hastag which convert into donation Rp 26.550.000 for supporting underprivilege kids back to school, collaborate with Coin A Chance Social Movement. We set a new Indonesian Book of Record (IBOR): Most scooter parked on mall rooftop (Sky Dining, Plaza Semanggi Jakarta). We have gained more than 62.000 views on posts related to Community Festival 2014 on ICITY Forum, 58 million impressions on social media and more coverage coming from blog posts also online media articles. Our video entry:

JaniceK · ‎03-18-2016

Company: Vodafone Germany Entry submitted by: Sebastian Schärtl (Project Coordinator Digital Services ) Community: Vodafone Forum Lithy category: Marketing Champion Vodafone Germany is a telecommunication company based in Ger...

Company: Vodafone Germany Entry submitted by: Sebastian Schärtl (Project Coordinator Digital Services ) Community: Vodafone Forum Lithy category: Marketing Champion Vodafone Germany is a telecommunication company based in Germany, with more than 14,000 employees and it's headquarters in Duesseldorf. It is part of the Vodafone Group, one of the largest telecommunication companies in the world. Currently, more than 45 million people are making use of Vodafone services in Germany. Since 2015, Vodafone Germany and Vodafone Kabel Deutschland have become one company. Vodafone Germany provides mobile service, fixed network, internet and TV from a single source. Thereby, Vodafone Germany offers the customer a unique converged service experience. Converged service has an impact on the service strategy as well. A merger brand strategy Vodafone Germany and Kabel Deutschland decided to implement a common brand strategy. Following this approach we decided to merge our communities as well. Each community was based on different providers. However, both communities had their own identities, topics, rules and working principles. For this reason – and to make them part of the story - service agents were deeply involved in the project to represent the agent’s perspective of the community. Based on their platform expertise and operational experience, they provided the basis for a common community management and harmonized principles wherever necessary. Workshops revealed the key differences in moderation approaches between the Vodafone Germany and Kabel Deutschland communities. In addition, agents visited each other to understand their daily business. This encouraged agents to work together more closely and intensively. Community coffee cups and a team poster were created to promote the team spirit. Above all, agents appreciated the team building measures: Vodafone Community used the header to update the users. A changing visualization highlighted the upcoming merger. Additionally, more details were communicated within the community itself. Both user groups should feel as one new common community. Our Super-User Event Of course the user involvement is crucial as an active user base is core to any community. Vodafone Germany and Kabel Deutschland communities together accumulate more than 40 active Super-Users. Users appreciate posts from Super-Users, as they are considered authentic customer feedback. This year, one of the Super-users wrote his 23,000 th post. To continue the good cooperation, the Vodafone Community invited all Super-Users to a merger event in Düsseldorf. All participants received detailed merger information. During a brainstorming session, we, the core project team, agents and Super-Users, developed the major components of our Vodafone Community slogan “Know. Share. Help.” Some users were skeptical, but Super-Users supported the community, to convince them of the advantages of the new converged community. In cooperation with the Super-Users, the Community also tidied up and moved posts. After having cleaned up, all content was migrated to the merged community, not to lose valuable user input. All users were migrated automatically as well, to make the move as simple as possible for the customers. At the beginning of the common community, each Super-User got a personalized Community coffee cup and received welcome flyers. Other events and contests Related to the upcoming Christmas 2015, the Vodafone Community defined a strategy to get users engaged with the new community. During a competition, users learned more about the new community design structure and had the opportunity to win prizes. Users engaged with the Vodafone and Vodafone Kabel Deutschland product portfolio: After the merger, all agents got an invitation to celebrate at the headquarters in Düsseldorf. Besides networking, the team analyzed the current collaboration, identified open issues and defined measures to get rid of them. Also the formerly separate Super-User events will be one common central happening in the future. Now more than 200,000 users are on the platform to exchange, discuss and answer questions. The Vodafone Community is comprised of almost 1 Million posts. Wherever the community is not able to support, Vodafone service agents provide expert know-how.

JaniceK · ‎04-05-2016

Company: Comcast Entry submitted by: Matt Verna (Analyst) Community: Comcast Help & Support Forums Lithy category: Excellence in Customer Satisfaction Comcast Cable is one of the nation's largest video, high-speed Internet and phon...

Company: Comcast Entry submitted by: Matt Verna (Analyst) Community: Comcast Help & Support Forums Lithy category: Excellence in Customer Satisfaction Comcast Cable is one of the nation's largest video, high-speed Internet and phone providers to residential customers under the XFINITY brand and also provides these services to businesses. Comcast has invested in technology to build a sophisticated network that delivers the fastest broadband speeds, and brings customers personalized video, communications and home management offerings. Our customer satisfaction initiatives In 2015 Comcast’s Digital Care Team strove to: Create and deploy NPS survey program Increase in-channel (social) resolution rates Deploy a Quality program for our team which focused on customer experience and the behaviors necessary to change customer perceptions & sentiments from negative to positive Comcast’s Digital Care Team experienced significant growth in 2015. That growth drove a material increase in customer interactions making it necessary to employ tools that helped drive customer-centric behaviors across our multi-site organization. Our growth, while clearly good for our ability to meet more customers in the channel of their choosing, could have, without careful planning, resulted in the loss of the boutique, one-stop-shop customer experience we have worked to build. A primary tool in our effort to maintain the highest customer satisfaction levels possible is our newly deployed Quality program. The Quality program’s primary goal is to ensure a consistent, high quality customer experience for each and every interaction. With the technology in place to track conversation sentiment and newly allocated resources dedicated to ensuring its accuracy, Digital Care has been able to maintain and improve upon our ability to fully serve our broad customer base. Along with assuring the quality of conversations, the quantity of conversations continued to increase, encouraging even more operational changes. Expanding the team into two divisions, Operations and Strategy, allowed our Operations team to focus on coaching, while letting our Strategy team focus on Quality, Reporting, Forecasting & Scheduling, Technology, Training and the Customer Experience. In 2015, the Digital Care team implemented an entirely ‘in-channel’ Net Promoter System (NPS) survey to its customers on Facebook and Twitter, sending more than one thousand surveys. In 2016 we’ve already sent out more than two thousand surveys. Keeping the customer in-channel from inception to completion was imperative to operational success and ultimately proven with NPS survey results that exceed industry averages and are among the highest for any group in the company. The most important customer issue we were looking to solve via Lithium implementation and what makes our approach to customer satisfaction a gold standard in the industry The solutions that Lithium provides directly aligns with Digital Care’s key objective - building a better customer experience. To manage the increasing volume of incoming posts and facilitate a streamlined response process, Lithium’s robust tag and routing hierarchy allow Comcast’s social team to provide the highest quality conversations with its customers and eliminate as much room as possible for error. The newly integrated Quality program keeps these processes in check and also allows frontline specialists to participate in peer-to-peer review and approval processes for new employees. Combining the approval process, Quality program and the tag structure has created the necessary balance between technology and operation goals, which in turn has provided a better customer experience. To prove the success of this collaboration, the team’s NPS score places well above the industry average score and surveying the customer in the social channel they interacted in has resulted in a nearly 60% response rate. Our customers’ experience with us will always be the Digital Care Team’s number one priority but the accessibility of viable technology contributes to the successes of the team. Our metrics Our focus on the customer experience in 2015 and 2016 has had meaningful and tangible results for our customers. We are no longer last resort support channel, customers are coming to us first Nearly 75% of customers that came in negative left neutral or positive Reduced non-social channel escalations per month from 4000 to 400 Higher than industry average NPS score, nearly 60% response rate to in-channel surveys In-channel resolution increase from 95 to 99% in 2015

JaniceK · ‎04-05-2016

Company: Comcast Entry submitted by: Matt Verna (Analyst) Community: Comcast Help & Support Forums Lithy category: Community Design of the Year Comcast Cable is one of the nation's largest video, high-speed Internet and phone pro...

Company: Comcast Entry submitted by: Matt Verna (Analyst) Community: Comcast Help & Support Forums Lithy category: Community Design of the Year Comcast Cable is one of the nation's largest video, high-speed Internet and phone providers to residential customers under the XFINITY brand and also provides these services to businesses. Comcast has invested in technology to build a sophisticated network that delivers the fastest broadband speeds, and brings customers personalized video, communications and home management offerings. Who we are? Comcast brings together the best in media and technology. We drive innovation to create the world’s best entertainment and online experiences. XFINITY TV offers customers the best viewing experience anytime, anywhere, with the most extensive collection of entertainment available on XFINITY On Demand, online at xfinity.com/tv, through the XFINITY TV App, XFINITY TV Go App, XFINITY My Account App and on XFINITY Streampix. The X1 Entertainment Operating System reflects the powerful innovation of bringing TV and Internet together to deliver a superior entertainment and communications experience for consumers. X1 delivers the simplest, fastest and most complete way for our customers to access all their entertainment from all of their screens. We provide the nation’s fastest most reliable Internet and in-home Wi-Fi speeds to more than 22 million high-speed Internet customers, even during peak use. Our millions of XFINITY Wi-Fi hotspots, allow customers to connect at the fastest Wi-Fi speeds around town. XFINITY Voice is an innovative and reliable IP-enabled home phone service that delivers digital-quality phone service with all of the functions of a traditional phone service, plus enhanced features that are integrated with other Comcast services. XFINITY Home is a growing collection of innovative security and smart home services that give customers added convenience and peace of mind. Comcast Help & Support Forums: Our Help & Support Forums are a great place for customers to find answers about their XFINITY products or to get help for service issues. Our forums get over two million unique visitors per month and if you search for a product or service question, links to our Forum pages are right at the top of the results. Our forums are a place to learn from fellow customers. Nearly 98% of the searches conducted by visitors to the forums turn up related results that were generated by others posing similar questions. Our forums have been a great resource for years. In 2015 we strove to make the forums as easy as possible for our customers to use, so we rebuilt them from the ground up, with a completely new user interface and easier navigation. But we didn’t stop there, with over 40% of our customers accessing our community from smart phones and tablets, we partnered with Lithium to deliver a fully responsive design that launched in the beginning of 2016. Improved Search The most striking change in our new layout was bringing Search front and center for any customer to locate what they’re looking for. Additionally, our new search function now includes real-time suggestions for posts that match customer search terms. There’s also the option to create a new post right from the search bar if none of the results answer the customer’s question. Improved Content Categorization We’ve organized all the content to help our users find answers and solve problems faster. We were also able to move our most visited boards above the fold. Our layout helps customers save time and reduce effort to find what they’re looking for. New Features We’ve added improved visual cues to highlight trending alerts, recent solutions, and feature our most active users. We launched badging to encourage the right types of user behavior for new community members and recognize the efforts of super users—our Experts— to stand out for the expertise they’ve displayed in helping others. Links to Related Content When viewing a discussion thread, the bottom of the page now has links to related content that may help answer questions and green check marks to let you customers quickly see that the question in that thread has an approved solution. Evolution of the Comcast Community: Impact We currently have more than 5.4M registered users. In 2015 we had 21.5M Unique Visitors to our community, nearly 10M from mobile and tablet devices. There were more than 45.5M Page Views in the Help & Support Community. Through our community redesigns and scaling up of a dedicated community-focused internal team, we set our focus on improving our Solution Views. We had our biggest year ever for Solution Views: more than 8.25 million (a 13% increase year over year). Our commitment to our customers is simple: respect their time, simplify their experience and make things right if we fall short. We understand many people will look online first before trying to contact us through our traditional support channels. Our forums are an invaluable tool for accomplishing all three parts of our commitment. We’re able to highlight existing answers to many common questions, promote a vibrant peer-to-peer community and allow customers to engage how they want. This saves time in quickly locating the information they’re looking for, or quickly ask their own question if they haven’t found what they need. With a diverse mix of products and tools our team continues to evangelize the voice of the customer with product teams and encourage expert engagement from our internal experts to share knowledge, tips and tricks, and deliver the best customer experience.

PaulGi · ‎04-07-2010

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...

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: Jigsaw Launch Date: September 29, 2009 Submitted by: Jigsaw Community Marketing Manager Communitygal As a leading provider of business information and data services that is uniquely crowd sourced by a global community of over 1 million business to business (BtoB) contacts, Jigsaw needed a community platform that provided members with better tools to interact with each other. In September 2009, Jigsaw launched the Lithium community platform and in the spirit of community sourcing--a premise on which the company is founded--allowed its members to nominate and select its own name. "The Corner" is both a reference to the corner piece of a jigsaw puzzle and a double entendre for where people go to hang out and talk. The Corner deserves to win the Best New Community category because it is Lithium's first BtoB business information community and has been enthusiastically embraced by both Jigsaw members and management. Jigsaw's community members visit The Corner to not just discuss Jigsaw usage and find answers to their questions but also to discuss BtoB topics such as innovative sales strategies, trade prospecting information on companies, and much more. Additionally, The Corner has been an instrumental part of Jigsaw's feedback and customer support systems. Since inception of the Lithium platform, Jigsaw has already implemented 13 product ideas that were submitted by members in the Member Idea Exchange board. The Corner has been steadily growing in popularity. Page views for the community increased by 355% after launching the Lithium platform compared to the previous message board; unique visitors have also increased by 612%. Jigsaw also noticed that its members were eager to help each other get the most out of the site. So much so that they've recently started moving its support assets to The Corner as they feel this would be the right first point of contact for getting help. If other members can't resolve an issue, it goes onto the support team. This shift parallels Jigsaw's philosophy toward community sourcing solutions. The Corner has become a vital and dynamic part of the Jigsaw community and as such, Jigsaw is investing in making it better. The next month will see a new and improved homepage for The Corner that will have a more organized look with tabs and snapshots. New employee blogs are also slated to go up soon, and the next initiative is to create a top sales books board where members submit and vote for their favorite sales books.

JaniceK · ‎04-26-2014

Company: StarHub Entry submitted by: Darren Choo (darren) AVP of Social CRM Community: StarHub Community (http://community.starhub.com/) Lithy category: Most Creative Promotion or Launch StarHub Community, together with our social med...

Company: StarHub Entry submitted by: Darren Choo (darren) AVP of Social CRM Community: StarHub Community (http://community.starhub.com/) Lithy category: Most Creative Promotion or Launch StarHub Community, together with our social media agency Vocanic has put in place a marketing strategy to promote use of Community on digital platforms. Each campaign we embark upon is angled at obtaining user-generated content. This then becomes a searchable bank of useful opinions that remains relevant after the end of the campaign. The content is amplified beyond the Community when it is shared on StarHub's social platforms Facebook (250,000 fans), Twitter (20,000 followers), Instagram, YouTube and Line. Through the Sparklers Club we nurture advocates who spend countless hours on our site helping other members with their queries. Our initiatives have been recognized and we have won industry accolades in Singapore: Best use of Brand Advocacy (Gold) at the Loyalty & Engagement Awards 2013 and Excellence in Loyalty Marketing (Silver) at the Marketing Excellence Awards 2013. Read the details below. As Singapore's fully integrated info communications company, StarHub offers a full range of information, communications and entertainment services for both consumer and corporate markets. With the aim of providing every person, home and business in Singapore with world-class multimedia services and content, StarHub operates a mobile network that provides 4G, 3G and 2G services, manages an island-wide HFC (Hybrid Fibre-Coaxial) network that delivers multi-channel pay TV services, as well as ultra-high speed residential broadband services. In a bid to further enhance our relationship with customers, it was decided that improving and reinforcing the way we handled customer service, was key. Simply put, the traditional customer service call-centre system needed to be revamped, to take advantage of the power of Social Media. In so doing, StarHub was able to tap into the vast prowess of peer-to-peer support, eliminating the need for customers to call in. The strategy unearthed unlimited potential going beyond customer service to touch on topics relating to Human Resource, Content Marketing, Sponsorship Deals, Marketing Communications and Direct Marketing just to name a few. We have worked with various departments within our organization to run campaigns for their activations. As each department adds StarHub Community to their activity scorecard, we become a vibrant platform that integrates into the different layers of our organization. The results across the board have been phenomenal, with the industry recognizing the value and effectiveness of our Lithium-supported Social Strategy as evident from the following accolades: • Loyalty & Engagement Awards 2013 – Best Use of Brand Advocacy (Gold) • Marketing Excellence Awards 2013 – Excellence in Loyalty Marketing (Silver) Business Goals The launch of the Lithium based StarHub Community presented us with the opportunity to develop a whole array of campaigns and activations that strived towards a singular endpoint – to drive brand advocacy. StarHub embarked on an enthusiastic digital marketing programme. The Community gave us the fans and an avenue for us to engage in a meaningful 2-way conversation with them. Further to that however, we were able to tap into their likes and dislikes, problems, issues, challenges and even suggestions to improve our offerings. The wealth of information garnered allowed StarHub as a brand to tailor our marketing strategies to meet, and more importantly match our fans interests – to give them what they want, not what we want to sell. It gave us the ability to: • Roll out Social and Community activations for sponsorships • Develop content based on popular television programmes, translated to offline activities (Social TV) • Perform segment marketing and social sales, e.g. listing a Recontract thread to ask questions and harvest opinions before putting forth a call-to-action for consumers to renew StarHub services • Provide a channel for customers to “self-help”, with crowd-sourced expertise on troubleshooting. Here are the some of the campaigns we have embarked upon to promote use of StarHub Community: Sparklers Club Among the thousands on StarHub Community, there lies a select few who shine. A select few who spend countless hours on the Community for the sole purpose of helping others – through troubleshooting, moderating conversation threads, and even defending the brand when “bashing” arises. These heroes – influencers and brand advocates - are recognized by the brand and invited to the Sparklers Club. We put in place a gamification framework identify Community members and advocates and invite them into the Club in order to be groomed as brand guardians. To encourage this behavior, a value-exchange was set up. As a Sparkler, one would be able to attend get-togethers to meet, greet and share ideas for improving the Community. Sparklers are also regularly engaged for co-creation, ideation and market research, giving them the opportunity to feel like a part of the brand, making the Community a fun and meaningful place to be and contributing to its ultimate growth and success. Sparklers members are also selected for their expertise on different topics which tie back to StarHub’s goals: Android and Blackberry experts help people in the Community and drive StarHub’s Mobile agenda. Beauty bloggers talk about fashion, hair and makeup to drive StarHub’s content leader agenda, particularly the Lady First TV show which StarHub has franchised from Taiwan. We also hold meet-ups with our Sparklers members. Check out the video of the 2014 meet up: Watch this video introducing the Sparklers Club! When we hit our 1 millionth unique visitor, we wrote a post on Community acknowledging our topic experts and created an infographic to highlight our top users and achievements. Check it out here: http://community.starhub.com/t5/StarHub-Community-Blog/StarHub-Communitywelcomes-its-1-000-000th-unique-visitor/ba-p/58529 Some of our community Experts: HITS campaign Best way to make fans happy? Give them what they want. That’s exactly what HITS TV set out to do, by crowdsourcing all-time favourite TV shows that may have ended their runs but which people love and miss. Contest mechanic: We asked people to submit and vote for the TV shows they’d like HITS to air in the coming months. The idea should fit HITS’s DNA: epic characters, riveting stories, cult following, multiple seasons. Top Prizes: A Samsung GALAXY Tab 3 7.0, vouchers to Resorts World Sentosa, Sephora vouchers As part of the contest promotion we received airtime on the HITS TV channel on StarHub! Watch the TVC here: TVC Screenshot driving viewers to StarHub Community: Lady First Background: At the beginning, it was found that StarHub Community was rife with male-skewed content, e.g. mobile phones, routers, gadgets discussions and more. This campaign was launched to drive females to the site. We sent out emails that led customers to perform a simple survey in order to ascertain interests. We targeted females whose interests included beauty, makeup, fashion, hairstyling and write their own blogs. The survey acted as a filtering process to find legitimate female bloggers. 20 bloggers were then invited to attend a briefing where they received topics and social tasks to share with their followers that in turn led to activities, conversations and buzz on the Community. Results: - 7,143 unique visitors to StarHub Community’s Lady First board - 470 Topics written - 1,274 replies to topics - Out of 20 original bloggers, 5 remain active to this day, close to 1 year after the activation. 2 of them are members of our Sparklers super user group. The success of the drive to include the female target audience in the conversation prompted the brand to plan for and launch a sequel activation set to take place mid-2014. Link to Winners Announcement post: http://community.starhub.com/t5/StarHub-Community-Announcements/Lady-First-Bloggers-Challenge-Winners-Announcement/m-p/36223#M10 Oscars Background: The Academy Awards is a big annual event, televised live globally and watched by many in Singapore. In order to ramp the viewership up on the programme further, we decided to tap into the crowd in the Community for their Oscar predictions. The mechanic was simple. Fans needed to submit their predictions for the winners of 4 categories – Best Actor, Best Actress in a Leading Role, Best Picture and Best Animated Feature. Get them right, and they would stand a chance to win a Samsung Galaxy Tab 2 7.0. In just 5 days we received: • 259 Entries (from original target of 5) by 151 participants • 448 votes • 1,700 Likes, 141 Comments and 57 Shares on our Facebook post about the campaign Check out the entries here: http://community.starhub.com/t5/Closed-2014-Oscars/idb-p/2014-Oscars Posts on StarHub’s Social Platforms Each week, we put up posts on StarHub’s social platforms. We leverage on StarHub’s 250,000 Facebook fans and 20,000 Twitter followers to drive awareness and engagement for the Community by highlighting useful posts on Community and encouraging followers on our social accounts to visit and share their reviews. These posts are boosted by a Facebook media budget. We also use Instagram and Line as additional platforms to drive awareness for Community campaigns. Community presence on main StarHub.com With a link on StarHub.com to the Community, we have seen an increase in traffic to our site. Refer to screenshot below:

Lithys 2016: Skype - Community Design of the Year

Lithys 2016: Sky UK - Excellence in Customer Satisfaction

Lithys 2015: Autodesk - Excellence in Customer Satisfaction

Lithys 2016: Petco - Total Community All Star

Lithys 2015: Autodesk - Support Savings MVP

Lithys 2016: Volia - Excellence in Customer Satisfaction

Lithys 2014: Google Glass - Most Creative Promotion or Launch (I Am an Explorer video)

Lithys 2016: Petco - Community Design of the Year

Lithys 2016: Fitbit - Social ROI Titan

Lithys 2016: Alteryx - Marketing Champion

Lithys 2015: Google AdWords - Marketing Champion

Lithys 2015: Autodesk - Social ROI Titan

Lithys 2014: Aruba Networks - Lithium Platform Innovator

Lithys 2016: Comcast - Total Community All Star

Lithys 2015: Indosat - Most Creative Community Promotion or Launch

Lithys 2016: Vodafone Germany - Marketing Champion

Lithys 2016: Comcast - Excellence in Customer Satisfaction

Lithys 2016: Comcast - Community Design of the Year

Best New Community: Jigsaw’s The Corner, Lithium’s First BtoB Business Information Community

Lithys 2014: StarHub - Most Creative Promotion or Launch

Lithys 2016: Skype - Community Design of the Year

Lithys 2016: Cisco - Support Savings MVP

Lithys 2016: TELUS - Excellence in Customer Satisf...

Lithys 2016: H&R Block - Social ROI Titan

Lithys 2016: Alteryx - Marketing Champion