Past Lithys (old format)
Check out Lithy entries from previous years.
Company: AmBank (M) Berhad Entry submitted by:  Anna Ramly / Nurul Hana Mariana Muhammad (Assistant Manager) Community: TRUE by AmBank – TRUE Community Lithy category:  Marketing Champion   AmBank Group is one of Malaysia’s premier fi... See more...
Company: AmBank (M) Berhad Entry submitted by:  Anna Ramly / Nurul Hana Mariana Muhammad (Assistant Manager) Community: TRUE by AmBank – TRUE Community Lithy category:  Marketing Champion   AmBank Group is one of Malaysia’s premier financial solutions Groups with 40 years of legacy in understanding Malaysian customers and provides a wide range of both conventional and Islamic financial products and services. While AmBank Group continues to grow dynamically and gain recognition as Malaysia’s preferred financial solutions group, its strategic partnerships with key global players has paved the way for greater international connectivity. Complementing its strong reputation as a key financial solution provider in Malaysia, its partnerships with Australia and New Zealand Banking Group (ANZ), Insurance Australia Group (IAG) and MetLife Inc has brought new energy and value in how the Group conducts its business to better serve its markets.  TRUE by AmBank, a solution designed for young professionals, is a new addition to the AmBank Group family and comprises not only of a TRUE Everyday Banking Kit (debit and credit card) but also the first bank in Malaysia to offer a digital community platform – TRUE Lab.   The TRUE by AmBank Story:   About two years ago, a group of young professionals sitting in an office in the city of vibrant Kuala Lumpur came up with an exciting concept to bring a fresh new perspective to banking.   The target market? Quite simply, young professionals. Thus came the creation of TRUE by AmBank, which was developed with the support of parent company AmBank (M) Berhad, one of the largest financial institutions in Malaysia, to attract an emerging and influential segment with strong purchasing power as well as abundance of ideas who’ll soon be shaping the future of the economy and the world.   The TRUE by AmBank brand consist of two concepts - The TRUE Everyday Banking Kit and TRUE Lab, Malaysia’s first digital, crowd-sourcing platform, designed to listen to the needs of young professionals (YPs) and banking customers nationwide.   Our unique promotion and goal   The TRUE Potential Campaign As part of the introduction to TRUE Lab, we designed a campaign to leverage on the power of online community to empower and engage in conversations with our target segment – Young Professionals.   The campaign concept was developed from insights that many Young Professionals are not exploring their true potential to have a more fulfilled life – and this could mean being a better human being or perhaps even a change in career path.   The goal was to crowd source participant’s untapped potential and dreams while sparking conversations and steer the community to actively engage in dialogues on TRUE Lab.   The campaign utilized the Lithium platform for participants to submit their entries on the ideation page, share and invite their family and friends to vote.     Our tactics and strategy for promotion   We went to the streets of Kuala Lumpur and quizzed Young Professionals on their dreams, goals and ambitions, only to uncover that most professionals stop pursuing their TRUE potential because of the rat race or money.   To create awareness, we developed an ad campaign targeted to the online digital space: ie YouTube, Facebook, blogs, Google, LinkedIn, Nom Nom and featured prominent Malaysian bloggers to entice those dream seekers to join TRUE Lab and share their ideas with their family and friends and invite them to vote or kudo their submissions. The kudo function was a factor in our judging criteria as the most popular ideas were then curated into the semifinals of the judging process.   The strategy of this campaign was to encourage users to share their dreams and aspirations, with the aim to get users to be familiar with using their voice in the community for future crowd-sourcing initiatives.     Campaign Results   The marketing ringgit spent on Facebook PPLA, Facebook PPVA, YouTube pre-roll ads and Google Display Networks proved to be effective when there was traffic driven to TRUE Lab, which resulted in the increase of membership registration and participation of the campaign. From this campaign alone, we received: 146,502 page views, 80,852 visits, 67,834 unique visitors, 1,309 new members 256 ideas and 1358 kudos Facebook - 9,153,793 impressions LinkedIn – 99,026 impressions YouTube – 1,059,607 impressions, 232,448 views, 171,858 unique viewers YouTube Masthead (Mobile) – 135,781 clicks, 7,115,162 clicks         YouTube Trueview Results over six-week period     Nom Nom Promoted Content (Blogs)   Impressions: 4,875,796 Clicks: 5,273       Key Learnings People loved the videos! – Facebook PPVA (Page Post Video Ad) achieved higher results than PPLA (Page Post Link Ad) with larger audience engagement level Mobile capability was essential to this campaign. Having a YouTube masthead for mobile helped increase clicks since it reached 2.8x more impressions than the desktop version. Kudo function enabled us to use this as part of our judging criteria to analyse popularity of ideas Having the ‘Share’ button in the Lithium platform allowed participants to share their submissions on social media, which helped bring more traffic into the website  
Company: AmBank (M) Berhad Entry submitted by:  Anna Ramly / Nurul Hana Mariana Muhammad (Assistant Manager) Community: TRUE by AmBank – TRUE Community Lithy category:  Social ROI Titan   AmBank Group is one of Malaysia’s premier fina... See more...
Company: AmBank (M) Berhad Entry submitted by:  Anna Ramly / Nurul Hana Mariana Muhammad (Assistant Manager) Community: TRUE by AmBank – TRUE Community Lithy category:  Social ROI Titan   AmBank Group is one of Malaysia’s premier financial solutions Groups with 40 years of legacy in understanding Malaysian customers and provides a wide range of both conventional and Islamic financial products and services. While AmBank Group continues to grow dynamically and gain recognition as Malaysia’s preferred financial solutions group, its strategic partnerships with key global players has paved the way for greater international connectivity. Complementing its strong reputation as a key financial solution provider in Malaysia, its partnerships with Australia and New Zealand Banking Group (ANZ), Insurance Australia Group (IAG) and MetLife Inc has brought new energy and value in how the Group conducts its business to better serve its markets. TRUE by AmBank, a solution designed for young professionals, is a new addition to the AmBank Group family and comprises not only of a TRUE Everyday Banking Kit (debit and credit card) but also the first bank in Malaysia to offer a digital community platform – TRUE Lab.   Our 2015 community goals    When we first launched TRUE Lab, the first digital community platform by a Financial Institution in Malaysia, we aimed to fulfill the following goals: Increase engagement rate of the brand Crowd source ideas on banking solutions and services Introduce the concept of TRUE Lab - a community platform to crowdsource for ideas. Grow a community financial education Introduce the power of community feedback and co-creation   Our focus areas and tactics to meet our goals   In order to achieve these goals, we came up with several campaigns designed to gain feedback, inspire creativity, stimulate ideas from our community and build brand loyalty among our members through our first gamification program.   TRUE Potential campaign   The introduction to TRUE Lab was through an emotional route. TRUE Potential was launched to listen to individuals who have always dreamed of realizing their TRUE potential and unleashing their capabilities that they could not pursue due to circumstances. This was in line with the objectives of TRUE Lab where we listen to the community and deliver their wants and needs. At the end of the campaign, we helped these well-deserved individuals discover their potential and realize their dreams, and at the same time, gained friends in the TRUE Lab community.     Community Connection   Besides TRUE Potential, we also ran nine other campaigns to instill a deeper connection with superfans and TRUE Lab members through initiatives like TRUE Love, TRUE Touch ‘N Go, TRUE Fortune, TRUE Mother’s Day, #TRUEgettingtoknowyou, #TRUEbyAmBankOOTD, TRUE@Uni Ideation, TRUE Goals, and our pilot gamification program, TRUE Quest 2015. During #TRUEgettingtoknowyou, community members were invited to share personal stories, anecdotes and their sense of style while getting to know other personalities lurking behind the usernames, including the individuals helming the TRUE Lab team. #TRUEbyAmBankOOTD, held in conjunction with TRUE Fashion Month, drove traffic for the months of August and September as they battled for the chance to be crowned TRUE Lab’s Most Fashionable Fashionista.   The gamification element of TRUE Lab was always a priority for us as we had already identified our superfans. By introducing our pilot gamification program in November, we had a simple game plan that would entail members to gain badges and rewards when they initiated content, encouraged ideation and discussion, and referred their friends and family members to TRUE Lab.       Our Results   TRUE Potential: During the three-month campaign period, we used the following methods to increase awareness to TRUE Lab: Facebook PPLA, Facebook PPVA, LinkedIn, YouTube Masthead, YouTube InVideo Overlay, Google Display Network and tie up with blog networks. Within six weeks, our TRUE Potential video reached 171,858 unique viewers and made 1,059,607 impressions. We also received over 250 submissions by March. The Lithium platform enabled members to share their ideas via the Lithium ‘Share’ function for Facebook and other social media outlets, and this helped their idea gain more kudos.     TRUE Potential Campaign Results   The marketing ringgit spent on Facebook PPLA, Facebook PPVA, YouTube pre-roll ads and Google Display Networks proved to be effective when there was traffic driven to TRUE Lab, which resulted in the increase of membership registration and participation of the campaign.   From this campaign alone, we received: 146,502 page views 80,852 visits 67,834 unique visitors 1,309 new members 256 ideas and 1358 kudos Facebook - 9,153,793 impressions LinkedIn – 99,026 impressions YouTube – 1,059,607 impressions, 232,448 views, 171,858 unique viewers YouTube Masthead (Mobile) – 135,781 clicks, 7,115,162 clicks   Overall TRUE Lab campaigns results   We introduced 10 campaigns in 2015 in the LSW community, which helped boost membership numbers, submission of ideas and activity in TRUE Lab. We went from 694 members at the beginning of the launch of TRUE Lab to 2,046 by the end of 2015, resulting in a membership increase of 195%. Since implementing LSW, we noticed a spike in unique visitors and page views particularly from mobile phones.  
Company:  SOASTA Entry submitted by: Mat Ball (Manager, Community and Sales Enablement) Community: The SOASTA Community Lithy category:  Community Design of the Year   SOASTA is the leader in performance analytics. The SOASTA Digital ... See more...
Company:  SOASTA Entry submitted by: Mat Ball (Manager, Community and Sales Enablement) Community: The SOASTA Community Lithy category:  Community Design of the Year   SOASTA is the leader in performance analytics. The SOASTA Digital Performance Management Platform enables digital business owners to gain unprecedented and continuous performance insights into their real user experience on mobile and web devices in real time and at scale. With more than 100 million tests performed and more than 250 billion user experiences measured, tested and optimized, SOASTA is the digital performance expert trusted by industry-leading brands, including 51 of the Top 100 Internet retailers, six of the Forbes Top 10 media companies and seven of the Forbes Top 10 tech companies, including Apple, Target, Nordstrom, Staples, Home Depot, Sears, Walmart, Etsy, Nike, Best Buy, Adobe, Intuit, Microsoft, DIRECTV, Netflix and CBS.   Our community goals Our community goals are to support SOASTA customers in their ongoing use of our products.   The design elements that make our community unique The SOASTA design is simple, elegant, and intuitive. SOASTA’s customers represent companies that are transforming their digital initiatives to keep pace or compete in e-commerce. Our products span many different categories and themes relative to digital performance. Our design allows users to find information fast, so that our users can get back to optimizing their revenue generating applications.   How we executed our community design We consulted with Lithium account representatives and the greater Lithium team for “best practices.” We decided on a simple format, then worked with UX designer for mock-ups, and finally implemented through a third party developer.   Our metrics The SOASTA redesign is less than a week old as of April 20, 2016, and we’re just starting to implement ideas to bring back previous users, attract new users, and create a vibrant forum. We're excited to achieve successful results with our redesign!    
Company: Centrify Corporation Entry submitted by: Anton Chiang (Sr. Manager, Community & Support Program) Community: Centrify Community Lithy category: Support Savings MVP   Centrify is the leader in securing enterprise identities aga... See more...
Company: Centrify Corporation Entry submitted by: Anton Chiang (Sr. Manager, Community & Support Program) Community: Centrify Community Lithy category: Support Savings MVP   Centrify is the leader in securing enterprise identities against cyberthreats that target today’s hybrid IT environment of cloud, mobile and on-premises. The Centrify Identity Platform protects against the leading point of attack used in data breaches ― compromised credentials — by securing an enterprise’s internal and external users as well as its privileged accounts. Centrify delivers stronger security, continuous compliance and enhanced user productivity through single sign-on, multi-factor authentication, mobile and Mac management, privileged access security and session monitoring. Centrify is trusted by over 5000 customers, including more than half of the Fortune 50.   How we are implementing Community to meet our customer care business goals   Centrify provides unified identity management for end users and privileged users, with flagship products addressing needs for identity management across cloud, mobile and data centers. Our support team interacts with IT admins with diverse skills sets spanning across *NIX, Windows, Active Directory and SAML, just to name a few.   The Centrify Support team believes that building a Community of Centrify admins across the globe plays an important role in providing world class support to our customer base. With a vibrant community, we are able to increase customer satisfaction with an ever growing library of user generated solutions, tech blogs and videos. In addition, we’re able to reduce support contact cost across all regions yet meet SLA’s and responsiveness by leveraging the community.   Our community consists of product forums, tech blogs and Ideas Exchange. All users have read access across all product forums and tech blogs. With our newly implemented “Ask the Community” widget, customers can quickly find existing answers in a wealth of accepted solutions and tech articles. All registered users are welcomed to post in our free Centrify Express forum. This enables Centrify to provide a positive user experience for our free product users, potentially leading to paid upgrade when their organizations expand.   For our paid customers, they have the option to ask questions in the premium product forums. These questions are automatically escalated to an internal “A-Team” of superusers if the community does not answer within 24 hours. This ensures that our paid customers receive timely responses while Centrify reduces support contact volume.   Our paid customers can also to post product enhancement ideas and vote on them in the Ideas Exchange. Here, Centrify’s product team members regularly engage in discussions with customers, providing them with an exclusive channel to share valuable feedback to the Centrify product team.   Changes we implemented  because of cost reductions based on Lithium Community    At Centrify, we value support as a team that adds value to our customers and not a cost center. That being said, just like every successful and customer centric organization, we keep a close eye on our costs every year. The savings in headcount to support our customers are re-invested to make the Community and Support Portal more interactive and resourceful. With new products, new customers we are always innovating and ensuring that every type of customers who come to us for a help can easily find their answers. We have re-launched our community several months ago with an improved design and structure, focusing on making the community easier to use for new and returning members alike. In the future, we will be enhancing the UI further to provide a single pane of glass for all existing customers to address their technical and product needs. The success of Community for our customers has also encouraged our internal teams to increase participation. Technical teams across Centrify now regularly create useful tech blog articles, how-to’s and videos to increase the value of this every growing library of user generated content.   Our customer care and business results    Centrify Community started as a platform for our freemium product (Centrify Express) users to ask their questions. Since then, we have opened up additional product forums, tech blogs and customer Idea Exchange.   In spite of growing our customers base and revenues by 2x, our team has been able to successfully support 5000+ customers and continuously achieve a 92%+ customers satisfaction*. Without enabling peer-to-peer community help, we would not be able to sustain such rapid growth while maintaining a high score for customer satisfaction. Support Management at Centrify is always looking at metrics to drive more self-service, engineer efficiency and content creation (Knowledge articles and how-to videos).   *Customer Satisfaction is derived from 5 survey metrics that we collect from our customers. Every time a case that is opened with Technical Support team at Centrify, the customer will have an opportunity to provide their feedback on the products, people, and features / functionality of Centrify Solutions. Customer are asked to rate us on the 5 parameters (1) Case Owner Satisfaction (2) Overall Product Satisfaction (3) Product Quality (4)Features and Functionality and (5) Overall Support Satisfaction.     We’ve seen steady community growth in the past 4 years. Q1 2016 we saw a year over year increase of user sessions by 38%.   More than 30k visits per month in indirect contact deflection. 40+ technical topics are answered and turned into searchable community knowledge for future use. 15+ technical blogs / video blogs are created monthly for our community member’s consumption.   Rich Multimedia Content in the community tech blog:     Wealth of technical information and resource in the community. “Ask the Community” widget makes it easy for users to get started:     Idea Exchange:        
Company: Centrify Corporation Entry submitted by: Anton Chiang (Sr. Manager, Community & Support Program) Community: Centrify Community Lithy category: Community Design of the Year   Centrify is the leader in securing enterprise ident... See more...
Company: Centrify Corporation Entry submitted by: Anton Chiang (Sr. Manager, Community & Support Program) Community: Centrify Community Lithy category: Community Design of the Year   Centrify is the leader in securing enterprise identities against cyberthreats that target today’s hybrid IT environment of cloud, mobile and on-premises. The Centrify Identity Platform protects against the leading point of attack used in data breaches ― compromised credentials — by securing an enterprise’s internal and external users as well as its privileged accounts. Centrify delivers stronger security, continuous compliance and enhanced user productivity through single sign-on, multi-factor authentication, mobile and Mac management, privileged access security and session monitoring. Centrify is trusted by over 5000 customers, including more than half of the Fortune 50.   Our community goals   The Centrify Community’s mission is to provide our customers with a world class peer to peer collaboration space and technical resource center. By doing this, we aim to improve our customer journey by providing them with a positive support experience and deflect support costs. With Centrify’s website re-launch in 2015, we wanted to make sure that the community experience is an extension of our overall digital brand experience. SEO is one of our major go-to market strategies, and the rich technical content in our community is a great way to showcase Centrify’s identity solutions when prospects search for iDaaS solutions. When prospects and customers arrive at our community in search of solutions, we want to provide them with an excellent UX, allowing them to easily collaborate with Centrify Experts and other technical peers.   Our unique design elements    Centrify’s new community design is an excellent example of how to maximize screen real-estate utilization while improving aesthetics that’s consistent with the corporate brand. Our re-design mission was centered around two major themes: showcasing the rich community content with a new dynamic home page, and improving UX with a new skin that includes the most useful community elements laid out in a logical and visually pleasing manner.   From the top, the hero space of the community utilizes embedded videos to present useful rich media content to community members. In addition, a text announcement bar below the hero space points to the latest community news or notifications.   New global navigation lets users access the community from any page without taking up excessive space. We have simplified our community nodes to make it easier for user to get to the conversations they are looking for.     The user alias button acts as an options dropdown, with utility links for users and community dashboard for the community managers. This allows admins and regular users to access these frequently used links on every page.     “Ask the community” widget is a helpful new addition to help users quickly find community answers or post their questions. This widget dynamically display suggestions as the users type their questions. If answers are not found, the question can be quickly posted in the relevant forum.     To showcase our high quality community generated content, we placed 3 new widgets on the home page to show announcements, solutions and recent blogs from community. In addition, latest posts are also shown on the home page and category roots.     A right hand side scrolling marquee with a call to action enables us to promote company events.     How we executed our community design   We’ve started the re-design project by compiling community user feedback and creating a list of improvements and issues to resolve. The internal community team combined user feedback and industry best practice to create initial wireframes, requirements and node structures for our design and implementation partner Grazitti. With this initial sets of requirements, Grazitti provided us with mockups, feedback and additional recommendation to formulate the final design. Finally, Grazitti rapidly developed the new community design and structure on staging for UAT, and the entire project was done on time and on budget with an extremely aggressive deadline.   Our metrics Our new community design was launched on December 20 th , 2015. Following are some of the success metrics from 12/21/2015 to 3/7/2016 after launch: 78490 visits, 5.4% year to year increase (from 74,445 a year ago) Forums visit show a larger year-to-year increase at 9% (from 51163 to 55817) New forums topics increased by 38% yty (92 to 127) From 1/1/2015 to 2/29/2015: Registered user sessions (2435) saw an 64% year-to-year increase (up from 1483), showing a much stronger intent to interact. Completed registration also saw a year-to-year growth of 42% (546 from 385 a year ago)  
Company: USAA Entry submitted by:  Bill Gerth (Director, Social Business) Community: USAA Community Lithy category:  Excellence in Customer Satisfaction   Organizational Background and Customer Satisfaction Goals   USAA provides a fu... See more...
Company: USAA Entry submitted by:  Bill Gerth (Director, Social Business) Community: USAA Community Lithy category:  Excellence in Customer Satisfaction   Organizational Background and Customer Satisfaction Goals   USAA provides a full range of financial products and services to the military community and their families. Our world-class employees are committed to delivering superior products, appropriate guidance and exceptional customer service. We started as a word of mouth company, in 1922 when 25 Army officers met in San Antonio, Texas and decided to insure each other's vehicles they laid the foundation for an organization that would one day serve millions of members. USAA has earned its member’s trust by providing years of award-winning service through a comprehensive suite of financial products and advice. Our members expect excellence in customer service from a financial services organization that’s served generations of military families. Service, Loyalty, Honesty and Integrity, USAA stands ready to serve.   Our members were asking for support through their channel of choice and USAA was committed to extending customer care in social networks. Meeting our member’s needs with the immediacy of social customer care is an extension of our commitment to service. USAA recognizes that member care is a mission critical deliverable. “We know what it means to serve” is at the root of everything we do. In 4 months we moved at the speed of social to implement an enterprise platform that would enable the gold standard for member social care.   USAA’s 2015 customer care satisfaction goals were to enable an enterprise platform which meets the needs of individual business units in the financial services and insurance industries, address social customer care, member complaint and communications needs, achieve an enterprise SLA of 30 minutes or less, reduce social acknowledgement time by a minimum of 15%, expand social customer care coverage addressing the immediate needs of our membership, reduce enterprise social customer care internal documentation by 25%, enable seamless customer care from social channels to internal CRM processes.   Customer Satisfaction and Business Accomplishments with Lithium Implementation   Through a joint effort with enterprise business partners, calculated planning, resource training and the implementation of LSW for social customer care USAA was able to: Implement an enterprise platform for multiple business units Meet the unique social customer care handling needs of our financial services business partners Train an enterprise workforce of 104 users in 2 days to expand social customer care Establish an enterprise social customer care SLA of less than 30 minutes Reduce social acknowledgement time by 20%; 5% over goal Expand social customer care from 8 business hours to 24x7 coverage Reduce social customer care internal documentation from 24 hours to 1 hour; time on task savings of 95% Establish seamless customer handling from social channels into CRM processes Implement early alert system associated to key business indicators Implement LSW Social Handle USAA CRM Single Member Profile.     USAA has been recognized year over year for our service and commitment to members on traditional communication channels.       Our implementation of LSW enabled USAA to meet our member’s social customer service needs with speed and efficiency. The net result is a reduction in time on task for business processes and FTE savings. With LSW USAA has an enterprise solution integrating managed properties like Facebook and Twitter with our Member Community, powered by the Lithium Community Platform. Our Member Community has over 300K members; this owned social property was an integral part of our strategy to maintain superior customer care where members demand our presence. The USAA Member Community has hosted over 8M unique visits with over 35K same session product application completions. 11 major business units at USAA utilize LSW with 6 key financial service business teams interacting with members in social channels on a daily basis.
Company: USAA Entry submitted by:  Bill Gerth (Director, Social Business) Community: USAA Community Lithy category:  Social ROI Titan   Organizational Background and Social ROI Goals USAA provides its membership access to competitiv... See more...
Company: USAA Entry submitted by:  Bill Gerth (Director, Social Business) Community: USAA Community Lithy category:  Social ROI Titan   Organizational Background and Social ROI Goals USAA provides its membership access to competitive products, award-winning customer service and the tools and advice they need to make critical life decisions. As a financial services organization that has served generations of military families we know the importance of excellence in customer service. In 1922 when 25 Army officers met in San Antonio, Texas and decided to insure each other's vehicles, they laid the foundation for an organization that became one of the only fully integrated financial services organizations in America serving millions of members.   USAA acknowledges that social media is an important member service channel. In 2015 our Board of Directors required an end of year deliverable of the establishment of a social survey channel to measure the effectiveness of social customer care. The focal point of social customer care for our membership is the discovery of their immediate needs into full resolution with superior customer care. Our members want support through their social channel of choice and USAA is committed to extending customer care on our managed and owned social properties. USAA required business solutions which set the gold standard for member handling in social channels, facilitated dialogue management and meet the unique requirements of business units in the financial services, insurance and communications industries.   USAA’s 2015 social customer care and social business goals were to; establish a social customer care survey (2015 Board of Directors Deliverable), expand social customer care and social business strategies to managed and owned social properties, reduce social engagement SLA by 10%, reduce social acknowledgement time by a minimum of 15%, reduce cost of enterprise social customer care internal documentation by 25%, reduce cost for customer care from social channels to internal CRM processes, validate member community engagement and product acquisition metrics.   ROI from Social Customer Care, Social Business Initiatives In 2015 our partnership with Lithium and Enterprise Business Partners USAA was able to: Implemented a Social Servicing Experience Survey to measure and improve overall effectiveness of the channel, response rate at 15% (2015 USAA Board of Directors Deliverable used to determine overall corporate effectiveness score). Establish an enterprise social customer care SLA <30 minutes Reduced social acknowledgement time by 20%, 5% over goal Reduced social customer care internal documentation from 24 hours to 1 hour; time on task savings of 95% Eliminate internal email as a method for routing member inquiries to experts 5 FTE savings through LSW Social Handle USAA CRM Member Match technology Validate Member Community engagement, eligibility and product completion metrics   USAA knows that online identification processes were disconnected from a member’s true identity, and dissimilar to our internal CRM systems. LSW integration with our systems provides us a 'single member profile’. This ‘single member profile’ allows USAA to associate social insights with known member information and deliver the gold standard for social customer care.     Our members expect flawless interactions, regardless of the service channel, with personalized service. Our return on investment is a 95% reduction in time on task for multiple business processes and 2.5 FTE savings. USAA is effectively and efficiently recognizing our member’s preference for engagement through social media. With LSW USAA has an enterprise solution which integrates our managed properties like Facebook and Twitter with our Member Community; powered by the Lithium Community Platform. The USAA Member Community has over 300K members; this owned social property is an integral part of our social business strategy to maintain superior customer care in a member’s social channel of choice. USAA Member Community has hosted over 8M unique visits with 22% Eligibility Application Completion and 55.8% Product Application Completion Rates.
Company: USAA Entry submitted by:  Bill Gerth (Director, Social Business) Community: USAA Community Lithy category: Total Community All Star   USAA provides a full range of financial products and services to the military community and th... See more...
Company: USAA Entry submitted by:  Bill Gerth (Director, Social Business) Community: USAA Community Lithy category: Total Community All Star   USAA provides a full range of financial products and services to the military community and their families. Our world-class employees are committed to delivering superior products, appropriate guidance and exceptional customer service. We started as a word of mouth company, in 1922 when 25 Army officers met in San Antonio, Texas and decided to insure each other's vehicles they laid the foundation for an organization that would one day serve millions of members. USAA has earned its member’s trust by providing years of award-winning service through a comprehensive suite of financial products and advice. Our members expect excellence in customer service from a financial services organization that’s served generations of military families. Service, Loyalty, Honesty and Integrity, USAA stands ready to serve.   Organizational Background and total Community Digital Customer Strategy   When someone joins USAA they have immediate access to free financial resources and personalized products and services — we understand the unique needs of our membership because we’re an organization founded by military members for military members. Our customers rely on us to suggest products and services that meet their financial needs and access to the tools and advice they need to make critical life decisions. Our customer care solutions and Member Community afford USAA’s member’s access to world-class employees that are personally committed to delivering excellent service and superior assistance in their social channel of choice.   USAA recognizes that social media is an important member service channel. We’re committed to delivering the gold standard for social customer care in our managed and owned social media properties. USAA is laser focused in our approach to the discovery of a members service issues in social channels with rapid issue resolution or the recommendation of advice which meets an immediate need.   USAA determined that online profile recognition methods were disconnected from a member’s true identity and out of sync with our internal CRM systems. Across the social customer care industry and CRM platforms the inability to identity stitch public and private customer profile information together proved to be a key issue in successful social customer handling, dialogue management and customer contact amendment.   One of our largest initiatives in 2015 was to develop a solution integrating information from our managed social properties, Lithium Member Community and CRM systems together to provide a 'single member profile’. The ‘single member profile’ would allow USAA to associate social insights with known member information and offer relevant personalized service in social networks or our Member community. USAA knows that the key to personalized service in social channels is immediate recognition of a member in their social channel of choice.   Total Community Benefits and Results   In 2015 USAA leveraged its Lithium Member Community and planned LSW integration to build a scalable 'single member profile’ we call the Unified Member View. This “360 degree customer view” is the centerpiece of our Total Community Strategy. The Unified Member View includes the Lithium Member Community identity, external social identities and Member Online profile data into a 'single member profile’. USAA’s digital strategy for Total Community focuses on the member profile; our efforts include connecting USAA’s official customer record with all of the public and private social profile attributes that we see emerging.            The holistic view of the member profile allows USAA to deliver a new level of digital experience and features informed by expanded awareness and insight. Digital features include; personalization informed by social insights or declared life events, member segmentation, peer to peer connection features that match an individual’s needs with member provided advice and solutions. USAA combined the Community Profile with formal customer profile data to create a single social customer experience anchor point Members can now select from personal details (location/military background) directly pulled from their formal profile to share The combined profile provides integrated access to USAA’s Community for our member base of over 10 million individuals The combined profile serves as the comprehensive external social network identity record for all members The aggregation of all member social profiles will be written to the CRM record and reused for customer outreach and promotion 2015 Unified Member View project for Total Community led to broader exposure of the Community Profiles, a 5x monthly increase in Member Community registrations (10,000 Registrations per month on average) LSW, USAA CRM Member Match Technology gives USAA a 5 FTE savings for looking up Member Profile Information and syncing that data to social handles    
Company: SFR Entry submitted by: Laurent Partouche (Community Strategist) and Stéphane Guillemot (Community Project Manager) Community: RED by SFR Lithy category: Community Design of the Year   Recently initiated February the 16th, 201... See more...
Company: SFR Entry submitted by: Laurent Partouche (Community Strategist) and Stéphane Guillemot (Community Project Manager) Community: RED by SFR Lithy category: Community Design of the Year   Recently initiated February the 16th, 2016, RED by SFR brand targets the Digital Natives people and is meant to complete the SFR company proposal. In order to answer these target expectations, we imagined a model where the community dimension would be a structural pillar from our customer proposition. Thus was born the Community RED by SFR powered by Lithium. Two major objectives: mutual assistance between our customers and commitment to the brand and with the brand.   THE CONCEPTION AND THE LAUNCH It is in a very tight schedule that we realized the entire project. From the strategic thinking to the release candidate, six weeks have passed and only 2 employees supported this goal from the beginning to the end, including the development phases.     Initiated into the agile software method, the RED Community is part of the brand ecosystem, adopting their codes and fitting perfectly with the global website (design, UX and UI), from desktop and mobile devices.   However these 6 weeks did not reduce our ambitions since we realized a lot of advanced customizations to meet specific needs. For example, the development of a second home page corresponding to a dedicated part of the mutual aid and assistance. We will approach this below.   A COMPLETELY CUSTOM RESEARCH We deemed it essential that the Community have a space where exchanges are extremely dense to enable all users to easily access the search function. Thus it appears on the whole Community pages. We even chose to rearrange this whole function and especially the search results pages.     Therefore we have simplified this experience for our customers by adapting the existing filters: by content type (FAQ, Forum), by date, by solution and an instinctive user search.     We also modified the results display by optimizing the search engine and allowing a better visual identification of the contents.     A CUSTOM FAQ FROM END TO END We have completely redesigned the FAQ organization keeping in mind two things: The users are used to the search engine and dislike browsing the content in order to find what they want. The brands are often unable to maintain over time the FAQ with a coherent hierarchical organization.   Therefore, all our FAQs appear in an unique and same category. However, we wished to keep a classification of them into 2 thematics, by diverting the Tags and Labels functionalities: Tags: corresponding to the product type (Mobile, xDSL, Fiber) Labels: the key moments of our Customer Journey (Ex: “choisir red” = “Choose Red’).   Thanks to this organization, a same FAQ concern one or several products and/or one or several moments of the Customer Journey. Moreover, all the filters act on this unique page. In sum, the classification and duplicate contents issues no longer arise. Only the relevance of the articles has to be managed over time.     Let’s scrutinize an article more in detail. Once again, we concentrated on our customers' expectations: obtaining the searched information quickly and efficiently.   So we focused all relevant information on a given subject and have implemented paragraph anchors to easily find the desired information: Browsing on the article color the part of read summary Browsing over the other parts is done by clicking on this summary, without loading. An experience that our customers desire.   LITHIUM TO MANAGE TUMBLR In order to strengthen our digital anchor and maximize the bridges between the Community and social networks, we chose to couple Tumblr to Lithium. The RED Lab homepage dynamically loads from the Tumblr REST API the latest published messages. Their numbers are adjusted accorded to 2 criteria: For the animation needs, the Community Managers are able to make this number vary. The number of messages adapt itself to the user device. For example, on a desktop, the user will have four posts while on a tablet, there will be only 3 messages.   The “Aujourd’hui” page is the integral Tumblr, perfectly integrated into the Community environment (header, menus, footer, etc.).     AN INNOVATIVE BOARD ORGANIZATION Our community structure is based on the Customer Journey. So we follow the concern of our customers without creating complexity for our users. They identify more easily where to post their messages and the overall boards perception is richer for readers.     A BOLD GAMIFICATION At the heart of the aid section of the community, we insist on putting forward the “solutions” and the “Likes”. Indeed, each connected user has their own pad which emphasizes its status and its progress in the community.     These graphic elements are found repeatedly in our interface.   RESULTS ACHIEVED These elements allow us to have an engaged community, innovative, simple and clear and thanks to a fully responsive interface.   The results at 1 month: 5,000 engaged members 8 Super Users whose contributions represent more than 30% of discussions The RED community management team represent less than 5% of the discussions, meaning 95% of discussions stem from members
Company:  Digi Telecommunications Entry submitted by: Lee Yang Ching (Associate - Community Manager) Community: Digi Community Lithy category:  Marketing Champion   Digi is a leading mobile communications company providing a comprehensiv... See more...
Company:  Digi Telecommunications Entry submitted by: Lee Yang Ching (Associate - Community Manager) Community: Digi Community Lithy category:  Marketing Champion   Digi is a leading mobile communications company providing a comprehensive range of affordable, convenient and easy to use wireless services to simplify and enrich the lives of its customers.   Our unique promotion and goal    Digi is one of Malaysia’s leading telecommunications providers who is dedicated in providing innovative and wholesome user experiences. In 2015, we launched Community, Malaysia’s first people-powered hub that serves as a platform for Digi users, new and existing, to get answers to any and all of their questions.       To further help customers take charge and easily manage their accounts, we also provided customers with the MyDigi app. Customers could check their usage, pay their bills, and even buy additional subscriptions or credit reloads.   Both platforms were created to empower our customers and also provide them with a more seamless experience with Digi. However, one key challenge faced was that not many customers were aware of these platforms and thus not utilizing its unique features.   Hence, our keys goals were to: Teach users how to use Community and increase usage of ‘Kudos’ (the Like button) Increase membership and engagement on Community Awareness of the MyDigi app and its functions   The MyDigi Contest   As Malaysia’s first people-powered hub, we wanted to educate our customers that they were empowered to contribute and further shape the experiences of other Digi users. Hence, we came up with a strategy to help us achieve all 3 key goals at one go; the MyDigi contest.   We ran the contest via a blogpost on Community and incorporated attractive prizes, 30 Lenovo A369i smartphones to hook audiences and spark interest to participate in the contest.     Upon getting their attention through the awesome prizes, we then asked a question other telco service providers rarely asked:   "As a Digi customer, I would like to have <insert feature/idea/answer here> in the MyDigi app because <reason>.”   We kept the participation mechanics within 3 simple steps:     To sustain interest and encourage more creative submissions, we gave away 2 smartphones daily to the Top 2 entries of the day. Winners were selected based on the most creative and relevant, and also received the highest number of Kudos (Like button).   This tactic helped to ensure that participants submitted quality entries whilst empowering other Community members to give an entry they liked a “Kudo”, a key feature of Community that encouraged honest and helpful contributions to other users.   In order to comment or Kudo an entry, users needed to sign into our Community which helped boost new membership and engagement on Community. This tactic also helped to educate users on how Community works and experience the empowerment they have on this people-powered hub.   Through this contest we also managed to increase awareness and functionalities of the MyDigi app as users had reason to download and experience the app to share their suggestions on how the app could be better.   Our results   We received 83 entries from Digi users who had great ideas on improving the MyDigi app Community page views increased by 5% during contest period. User Growth from Jan – Feb (during the contest) was double the average monthly growth at 20% (average 10%) Blog page views leap by 76% more views with the contest blog post itself received over 5,300 views (average view 121) (making up 49% of total blog post views), and received 86 Kudos (86 times more than the average of 1 Kudo per post) for all the comments. Overall in 2015, we grew to have an average of 75K monthly unique visitors by the end of the year, with page views averaging at about 185K per month.   We successfully increased membership and engagement on Community through a simple strategy that inadvertently taught users how to use community and Kudos, whilst creating awareness about the MyDigi app and its functions.  
Company: PT. XL Axiata, Tbk Entry submitted by: Ariesa Pramudito  (Manager, Social Media, Digital Experience Transformation) Community: XL Care  Lithy category:  Excellence in Customer Satisfaction   PT XL Axiata Tbk. is one of the ma... See more...
Company: PT. XL Axiata, Tbk Entry submitted by: Ariesa Pramudito  (Manager, Social Media, Digital Experience Transformation) Community: XL Care  Lithy category:  Excellence in Customer Satisfaction   PT XL Axiata Tbk. is one of the major cellular providers in Indonesia. XL’s focus is to provide digital services for the people of Indonesia as well as to encourage the development of Indonesia’s digital economy. XL commenced operations on the 8 th of October 1996, and has wide and high-quality network across the nation. Since December 2014, XL began to deploy its 4G LTE network.XL is part of the Axiata Group. The Group’s mobile subsidiaries and associates operate under the brand name ‘Celcom’ (Malaysia) ‘Dialog’ (Sri Lanka), ‘Robi’ (Bangladesh), ‘Smart’ (Cambodia), ‘Ncell’ (Nepal), ‘Idea’ (India) and ‘M1’ (Singapore).   Our initiatives in 2015 We created the Rangers who have Lithium weapons and are the admin of XLCare Social Media. We see the concern faced by netizen customers is when the customer has a problem or a question about service, they send the question to the company, but they don’t know if they’ll received an answer by a human or a machine (bot). With the Rangers, customers feel that a real person is serving them. Customers can interact with people who have high skills, have a relationship with the communities, and understand customer service.   XL Care Rangers:   Lithium Social Web (LSW) is the weapon used by XLCare Rangers to directly connect with customers. Rangers using LSW for several purposes:   Fast response & monitoring Service Level target: :   Quality monitoring (Conversation history checking):   The interaction / activity with followers/fans is not only questions and answers. We create some online & offline activities with our customers to build engagement and a close relationship with the customer:   1. #XLRangers, Social Media Journey activity by utilizing the Social Media Day (June 30, 2015). We introduce XL Care Rangers to our new followers and give them challenges related to Rangers hobbies, then we give gifts to the winner.   2. #XLGames invite customers to play games easily as routine activity.   From this example, customers should answer the name of XL package (LDR package) by cross checking with the image given.   Sometimes we give gifts as a surprise for the winners. For example, we had special #XLGames by utilizing the Independence Day 2015 (August 17, 2015). We gave free historical islands tour tickets to the winners (we invited Historia Community to give historical education to the participants).   3. #XLShare, sharing product & technology to customers as routine activity   In this example, we share a video editing application. We created a quiz game to build attention.   The most important customer issue we  were looking to solve via  Lithium implementation The basic needs from netizens when they complain or ask in social media is a Fast Response and Solution. This fast response can generate positive sentiments from followers. LSW can fulfill this need to achieve XLCare KPI.   Here is the video about XLCare Rangers generating a fast response and solution with LSW:     To measure our fast response to customers, we set the target. We used SL (Service Level) as our target. Our SL target is 70% incoming posts should be responded to under 10 minutes. Rangers use LSW to provide faster response and solution by these features in LSW:   The easy-to-use interface has helped Rangers provide a fast response and solution.   Rangers can manage all incoming posts (filtering function, sort by function, easy to claim, easy to assign, etc) easily.   The easy to read conversation history between customers & XLCare has helped Rangers provide the best solution to the customer. It also helps our quality assurance team in analyzing Rangers’ quality answers / solution.   With Lithium, it’s easy to monitor SL’s hourly, daily, weekly & monthly achievement.   It’s also easy to analyze trends & anomaly issues by using tags which were needed to improve our quality as well as the handling flow.   Our Lithium implementation has answered our needs to give a fast response & solution to the customer.   XL Care SL Achievement (2015) :     We exceeded our SL target (70%) in 2015. We achieved 79.46% average in 2015.   By using Lithium, we were able to provide a fast response and solution to customer and reached 1.044.998 incoming posts (9% of total incoming volume) from all XL assisted touch points in 2015.             Type Touchpoint 2015 % Assisted Hotline 7,957,616 69% Walk in Center 2,546,604 22% Email 40,863 0.35% Social media 1,044,998 9% Total 11,590,081 100%    Our metrics   From the online & offline activities in XLCare social media, we use an NPS survey to measure customer satisfaction, as well as engagement rate.   1. NPS Mechanism : We provide customers with a survey to recommend XLCare on a scale of 0-10.   0 – 6          : Detractors 7 – 8          : Passives 9 – 10        : Promoters   NPS formula: NPS = Promoters (%) – Detractors (%)   We have our segmentation of customer, then we divide NPS in 2 kinds of NPS. Regular customer NPS & Premium customer NPS.   Regular customer NPS: We send NPS survey to customer by the day after we give answer/solution to all customers. Regular customer NPS target is 55%.   We exceeded our NPS rate target (55%). We achieved an average NPS of 59.01% in 2015..   Premium customer NPS: Every premium customer will have dedicated Rangers to answer and provide solutions to them. We also have initiatives to create engagement events with them. To determine our premium customers, we set the priority of customers using Lithium tags (choosing by number of followers & Klout score).     We give the survey links using Lithium as well. We send our NPS survey to customers in batches (1 batch: 3 month) after we provide services and activities to our premium customers.     We exceeded our NPS rate target (70%). We achieved an NPS average of 75.48% in 2015.   2. Engagement Rate We use an Engagement Rate to measure how interesting XL Care posts/tweets are on social media from the customer side.   Engagement Rate Formula: Total number of times a user has interacted with a Tweet (Click, retweet, reply, follows, favorites) / Number of times users saw the tweet on Twitter * 100%     We exceeded our Engagement Rate target (1.8%). We achieved 2.09% average in 2015.  
Company:  Orange Espagne SAU Entry submitted by: Santiago Martín Martín (Social Support Manager) Community: Orange Community Lithy category:  Total Community All Star    Spain is the second market in importance for Orange Group, one o... See more...
Company:  Orange Espagne SAU Entry submitted by: Santiago Martín Martín (Social Support Manager) Community: Orange Community Lithy category:  Total Community All Star    Spain is the second market in importance for Orange Group, one of the most prominent telecom companies in the world, with more than 263 million clients during 2015.   Through different brands – Orange itself, newly acquired Jazztel, amena and Simyo, we have the trust of more than 19 million clients in Spain making daily use of our fixed and mobile services as well as TV.   Our road to Lithium   Two years ago, Orange Spain took the decision to take a big step in the social support of our customers. Lithium applications were a key enabler and platform for the execution of this new strategy on our two brands: Orange and Amena and newly on Jazztel. We decided to put in place a new social customer support model, mainly in Facebook and Twitter, focusing on customer satisfaction, resolution and response time.   LSW has helped us to build this new model and to get the highest performance of our support and comms teams. We have made extensive usage of tagging, queuing and reporting facilities of the application, getting the better efficiency of our agents who only have to be focused in solving our customer request and incidents.   On the other hand, we put a big focus in our superusers cultivation program, in fact we have used extensively gamification facilities of the Lithium community to get our superusers to create a big amount of solutions to other customers' issues.   During the last two years, our main business goal has been call deflection.     The benefits of us having both a community and LSW    Community is the link between our social strategy and the website. Users are creators of many content that complement help & support contents. All our social marketing and customer support in other media is always referencing and linking community content.   Our results   With our Lithium-powered community, we reached 500k monthly visits, a 40% increase in the last year. Mainly, these visits are coming to communities to solve any doubts or problems. We have found that 27% of visitors surveyed say that they get their problem solved in their visit, so we are consistently saving costs around 500k euros per year. Regarding social media (Facebook and Twitter), we are very proud of achieving our goals of response time and customer satisfaction: we answer 91% of posts in our SLA time (1 hours), and we achieved 90% of customer satisfaction in these interactions.  
Company:  Orange Espagne SAU Entry submitted by: Daniel López Nieto (SocialMedia/Customer Care) Community: Orange Community Lithy category:  Marketing Champion   Spain is the second market in importance for Orange Group, one of the mo... See more...
Company:  Orange Espagne SAU Entry submitted by: Daniel López Nieto (SocialMedia/Customer Care) Community: Orange Community Lithy category:  Marketing Champion   Spain is the second market in importance for Orange Group, one of the most prominent telecom companies in the world, with more than 263 million clients during 2015.   Through different brands – Orange itself, newly acquired Jazztel, amena and Simyo, we have the trust of more than 19 million clients in Spain making daily use of our fixed and mobile services as well as TV.   Our unique promotion and goal    Organization of the offline “Event for superusers”, a meeting in the Orange Spain offices. The goals were:   Personally meet the most active users of the Orange Community. Show them the way we work daily on the Community. Get feedback and ideas to improve.   The event, that lasted a whole day, included talks of agents and community managers of the Orange Community, talks of directors of different areas of the company, an award ceremony for superusers and a focus group session to gather feedback for improvement.   The event also included an informal lunch in a restaurant in Madrid, as a way of bonding with the users, where everyone expressed their love for the event and encouraged us to repeat it on a frequent basis.   Our strategy and tactics for our community    The marketing campaign began with a gamification strategy to encourage participation of the Community users. We also encouraged them to register and participate in the Community through the different social media profiles of Orange. The gamification program was based on the challenge to obtain different medals for those with active participation. Four types of superusers were established: Solucionadores (or Solvers): They resolve doubts and problems of the community users. Friendly: Constant participation, always positive, in the different categories of the community. Master Tekkies: Expert users in different áreas (smartphone tricks, gadget and mobile reviews, etc.). Shopping Assistant: They recommend the most adequate tariff, Smartphone or offer to those clients in need of a certain product.     Users under these roles were recognized with customized medals that appeared in their profiles. Also, their participation was shown publicly in the community rankings.     Once they were identified, we created a private fórum only for superusers, where they receive the latest news about the Company and we offer them to be beta testers of some of our products.     After several months of constant activity in the private fórum, the superusers were contacted individually to invite them to the “Orange Superusers” event in Madrid. During the event, they received an award for their hard work on the community, a pack containing different Orange products, including a Smartphone.   They also had the opportunity to give a little thank you speech where everybody attended: superusers, directors of the company and the team in charge of the communities.     After the event, both External and Internal Communications created press notes and other communication published in several media and social networks.       Since then, the activity of the superusers increased, and it is actually themselves who promote other users to be a future superuser of the community. They have asked us to repeat the event in the near future.   Our results   The event was a total success, almost all of the superusers came to Madrid from different cities in Spain, some from as far as the isle of Ibiza. Engagement has improved (posts, problem solving, kudos…) and some of the ideas and suggestions from the event are now in practice.   Everyone that attended (superusers and company employees) published afterwards positive messages in their Twitter and Facebook profiles. And Orange sent an internal note to all employees detailing the marketing action that took place.    
Company: upc cablecom GmbH Entry submitted by: Oliver Lutz (Project Manager Social) Community: upc cablecom Community Lithy category:  Marketing Champion   upc cablecom is a leading provider of communication and entertainment in Switz... See more...
Company: upc cablecom GmbH Entry submitted by: Oliver Lutz (Project Manager Social) Community: upc cablecom Community Lithy category:  Marketing Champion   upc cablecom is a leading provider of communication and entertainment in Switzerland. Almost 1.4 million customers place their trust in the company’s various products for television, Internet, telephony and mobile.   The regional organisation for Austria/Switzerland generated revenue of CHF 1.7 billion in 2015 with more than 2,500 employees. upc cablecom has a strong parent company behind it in Liberty Global, which is headquartered in the UK.   Our unique promotion   upc cablecom had been running a community on an outdated platform for about 4 years. This platform was extremely limited in terms of moderation capabilities, gamification and features. Community moderators were faced with highly negative sentiment which could not be dealt with properly.   Lithium community was launched in June 2015 for upc. Target was to provide a scalable technology layer which could be used to further develop social activities. Expected benefit for the business was to provide an integrated state-of-the-art social and community technology for ease of use and effectiveness.   Specific goals we wanted to achieve (business case):   Quantitative: Increase NPS Decrease support cost   Qualitative: Improve sentiment drastically Go personal, human connection, adapt tonality, show the faces behind the company. Solidify the connections with our customers Increase internal awareness for social / community   Our strategy and tactics for community promotion   Based on our overall social strategy we defined tactics to gain the objectives listed above.   Tactics: Go personal and become truly social Surprise your customer – build human connections for the brand. Show presence onsite and offsite Try as much as you can, take up what works, abandon what does not work!   Since launch in June 2015 we worked on the following areas: Sweepstakes Videos Blog Community Live Talks Live Events Super Hero Programme Newsletters, personal letters   1) SWEEPSTAKES:    Push registration sweepstake   Target: Push registrations   Newsletter campaign for our customers in order to increase registration rate of the support community. Customer activity: Register and tell us why you deserve the new iphone 6s. Prize: iphone 6s     Halloween sweepstake   Target: Increase awareness and usage, create fun-factors   For Halloween we organized a sweepstake on tickets for the most exclusive Halloween party in Switzerland.   Customer activity: Tell us what your favorite horror movie is….   Sweepstake article in the blog       We produced a self-ironic YouTube Video (see chapter “Videos”) where we created a context between Halloween and a buggy product feature.   New avatars created for Halloween Especially for the occasion of Halloween we extended the avatar offering with a range of “spooky avatars”.     2) VIDEOS   We produced a number of homemade low-budget videos on different topics.   Examples:   Community promotional video Promoting the community. Video was used as TrueView campaign during 3 weeks and was published on YouTube. Main actor of the video clip is a community moderator. One of our community super users acted within this clip as well.     The „making-of” this video was published in one of our blog articles.   Halloween Video Self-ironic spooky Halloween video with reference to a buggy feature of one of our products.    Connect Box unboxing Video Production of an unboxing video for a newly launched modem. The product manager presented the new product. Users could ask questions online.     3) BLOG   Target: Content Marketing; drive traffic! We kicked off a blog in parallel with the community launch. Blog articles are produced on a regular basis and drive traffic to the community and to our website.     4) LIVE TALKS   Target: Increase engagement, drive traffic   To become even more personal we introduced a Community Live Talk on a bi-monthly basis. We are discussing specific topics with internal or external experts live. We got engaged on senior management level and brought senior management into our live talks. Users can ask questions upfront or during the live-session.   WLAN Live Talk       5) LIVE EVENTS   Target: Increase engagement For this year’s big company event we raffled tickets within the community. This generated a lot of interest and we had many community members on-site during the event. They got special treatment before, during and after the event and were really enthusiastic about it.   Live Ticker In parallel, community guys organized a live ticker during the event which was broadcasted via our community blog.     6) SUPERUSER PROGRAMME   Target: Strengthen peer-to-peer support We launched a new superuser programme this spring. Superusers are the fuel of our community and we rely highly on them in terms of peer to peer support. The relationship has been intensified over the past months. Our superusers love the programme and the appreciation which comes with it.     7) NEWSLETTERS/ PERSONAL LETTERS   Newsletters Target: Drive engagement A community newsletter is being sent out on a monthly basis to all registered users. We promote relevant topics and make sure that customers perceive us as number 1 source for relevant support information.     Personal letters Towards the end of the year we sent personal letters to the most active users of the community and said „Thank you“ for their engagement and their contributions..   Moreover, we produced a small video explaining with what we had been busy with during 2015.       Our results   Sweepstakes Videos Blog Community Live Talks Live Events Superuser Programme Newsletters, personal letters     1. Sweepstakes Push registration sweepstake 290 new registrations over 350 participants   Halloween avatars & sweepstake More than 100 users changed their avatar to one out of the Halloween range. Very positive feedback on the self-ironic video    2. Videos Community Promoclip Over 36’000 views on YouTube. Very positive feedback on YouTube & within the Community The YouTube Trueview-campaign performed clearly over the Google Benchmarks.     Connect Box unboxing: Top position in the (Google) SERPs for the product name 70 comments/questions on the new modem within the blog 8000 views on YouTube (without further promotion) 230 participants in the competition Very positive feedback on the personal style of the announcement     3. Blog 130 articles, 760 comments, 80’000 page views, 430 kudos since launch   4. Community Live Talks Over 40 questions raised by Community members upfront and during the talk High senior management attention Based on the results of our community live talks senior management decided to use the live talk format for internal communications as well.   5. Live Event & Liveticker High interest in the 20 seats Over 3000 page views blog visits (LiveTicker) during the event Very positive feedback (external & internal) High interest in the 20 seats Over 3000 page views blog visits (LiveTicker) during the Event Very positive feedback (external & internal) 6. Superuser programme - Programme was kicked off with 4 superheroes - Continuous exchange via Superhero board and Skype - Personal meetings on a regular basis   7.Newsletters and personal letters   Newsletters Open Rate ca. 35%, Click Rate ca. 20%, Resulting in a regular increase of contributions (Boards & Blogs)    Personal letters Intensified relationship with the top users
Company: Avon Entry submitted by: Rene Calvey (eCommerce Community Lead ) Community: Avon Beauty Connects Lithy category: Social ROI Titan   About Avon Products, Inc.   Avon is the Company that for 130 years has proudly stood for... See more...
Company: Avon Entry submitted by: Rene Calvey (eCommerce Community Lead ) Community: Avon Beauty Connects Lithy category: Social ROI Titan   About Avon Products, Inc.   Avon is the Company that for 130 years has proudly stood for beauty, innovation, optimism and, above all, women. Avon products include well-recognized and beloved brands such as ANEW, Avon Colour, Avon Care, Skin-So-Soft, and Advance Techniques. Sold through nearly 6 million active independent Avon Sales Representatives, Avon products delight consumers in approximately 70 countries worldwide. Learn more about  Avon and its products at www.avoncompany.com.   Avon now reaches one in three women in the UK, with six million women seeing an Avon brochure every three weeks.   In 2015, 22,000 shoppers voted Avon as the UK’s Best Health and Beauty Retailer 2015 in Verdict’s Customer Satisfaction Awards.   As the company for women, Avon is committed to supporting the causes that matter most to women; breast cancer and domestic violence. To the end of 2015, Avon and the Avon Foundation for Women donated more than $1billion in 50 countries to women’s causes.  In the UK £16.8 million has been donated to breast cancer charities through the Avon breast cancer crusade and £1.6 million to domestic violence charities through its Speak Out programme.   Goals for our Lithium-powered community    We wanted to create a community for both B2C and B2B members both for very different purposes. We wanted to engage customers with relevant content, enabling them to quickly find looks/products and conversations that would enable them to engage with one another and Avon.   For our Representatives we wanted to create a seamless journey from their ordering page using SSO and again present relevant business content and information while encouraging conversation.   Overall we wanted to a fun, engaging and supportive community that would serve Representatives and Customers one and the same.   Our focus areas and tactics to meet these goals   We wanted to focus on creating the right content for both areas of the community, by focusing on working with the wider business on B2B content and working with a content agency to supply blogger and beauty content we felt we had the right strategy for success. Traffic driving was also a big goal, we had to ensure that for the B2B area we could drive traffic internally through our eMail, newsletters and links from our ordering sites as SEO would not reach us! We also ensured that we had strong links with our social team and everything public facing we did had SEO in mind.   Social shopping and selling is also a huge part of our strategy, so by engaging our users with our ‘Reward beauty, receive beauty’ scheme we are able to send them a product in return for a nice piece of user generated content which left them feeling engaged and valued.     Our results   We recently undertook research that looked at Representatives that have NEVER logged into the community vs those that have logged on at least three times in a certain period. We found that those Representatives that are regularly using Avon Beauty Connects had a 137% higher rate of retention with the business, had a 47% higher order value and 83% higher average earnings per campaign. Representatives regularly using Avon Beauty Connects also had a 43% increase in Customers.   So the value of community in their engagement and support in running their own businesses is truly working!   We have also recently launched Knowledge Base which is creating a great collection of business guides and UGC for tips and tricks to run an Avon business.   Overall we have proved that we retain and engage our audience and provide an fun and friendly and business oriented community for the Avon Representative and his or her Customers.  
Company:  Covered California/Campbell Ewald Entry submitted by: Amanda McCartney  (Senior Marketing Specialist) Community:  https://www.facebook.com/CoveredCA/ https://www.facebook.com/CoveredCAEspanol https://twitter.com/CoveredCA htt... See more...
Company:  Covered California/Campbell Ewald Entry submitted by: Amanda McCartney  (Senior Marketing Specialist) Community:  https://www.facebook.com/CoveredCA/ https://www.facebook.com/CoveredCAEspanol https://twitter.com/CoveredCA https://twitter.com/CoveredCA_es Lithy category:  Excellence in Customer Satisfaction   Covered California is California’s health insurance marketplace, established by the Affordable Care Act. It is the only place to receive financial assistance to make health coverage more affordable. Over two million Californians served.     Our customer satisfaction initiatives in 2015 In the fall of 2014, with the second Open Enrollment period approaching, Covered California was faced with a decision.   During the first year, its social media channels had been frequently visited by ideological opponents, some of whom antagonized Affordable Care Act (Obamacare) supporters and dissuaded potential customers from enrolling. At the same time, there were thousands of incoming posts and messages from distressed customers seeking assistance – many going unaddressed.   Concerns over purpose, functionality, practicality, and public relations were raised. Was it worth it to maintain social channels? Or, could these channels be turned in to functional marketing and customer support platforms? The latter path was chosen, and just in time for the start of Open Enrollment 2, Covered California embraced the Lithium Social Web platform in November 2014 as the solution to its customer service woes on social media.    With a mandate to offer a robust, responsive customer support channel option, a team was deployed using the LSW platform to handle Covered California’s thousands of incoming posts. By the end of Open Enrollment 2 in February 2015, and with a small team of four agents, Covered California Social Support successfully handled over 17,000 conversations with a 73% TAR (responses within 2 hours). This performance was celebrated as a success – Covered California’s social channels were no longer seen as a liability, but an opportunity.   Months later, and with a new agency, goals for the Social Customer Support Team remained high – seeking even faster response times and improved customer sentiment. For Open Enrollment 3 in Fall 2015, conversation sentiment conversion was tracked, showing a direct reduction of ‘negative’ and ‘neutral’ posts by half, with increased ‘positive’ sentiment (250%+). The team also improved TAR to 82% within 2 hours. Improving sentiment, responding more quickly and thoroughly, and converting upset customers into fans. Goals met.   The most important customer issue we were looking to solve via Lithium implementation   Covered California, being the largest state-based insurance exchange program, is in a unique position. It is a new governmental institution, offering exclusive services and savings to Californians, who are [now] required to purchase health insurance. Since the implementation of the Affordable Care Act, millions of Americans have had questions about what to do and where to get coverage/access health insurance.   The requirement, or “individual mandate,” elicits strong reactions in both support and opposition, expressed often on social media.   The solution is Covered California offering responsive, friendly, informative, and patient social support for consumers who are often frustrated or confused with the recent and significant changes in health care policy.   Using Lithium Social Web, the Covered California Customer Support Team is able to easily organize, prioritize, and quickly respond to the thousands of incoming posts. It has also allowed Covered California to build relationships with customers by thoroughly answering their questions, offering assistance, and escalating their issues when necessary.   Through these efforts, numerous customer issues are resolved via social media without the need for the customer to call the Covered California Service Center – which, particularly during Open Enrollment, can be overwhelmed.   The Covered California Customer Support Team is small (growing to six during Open Enrollment 3), but is prepared to address any issue that may arise. The team has successfully transformed Covered California’s social accounts into effective customer support platforms, helping thousands of Californians get the health coverage they need. Below are direct quotes from customers after receiving assistance from the team:     Our metrics   All below stats from Open Enrollment 3 – Nov 1, 2015 - Jan 31, 2016 – Covered California’s busiest time of year:   23,742 posts received à 13,965 Conversations handled and closed à 6,713 replies posted 82% response rate within 2 hour target goal Conversation sentiment conversion: Positive increased 250%, Neutral reduced 51%, Negative reduced 50%     Due to the success of social customer support during Open Enrollment 2, Covered California put more dollars behind promoting content in Open Enrollment 3 to increase reach, engagement, and fan/follower growth. The campaign was successful, resulting in an increase across all channels, especially Spanish-language, highlighting a demand for in-language assistance for California’s Latino community.   Growth November December January TOTAL GROWTH New Facebook Fans (English) 1,422 3,445 6,725 11,592 New Facebook Fans (Spanish) 1,248 448 2,975 4,671 New Twitter Followers (English) 316 624 522 1,462 New Twitter Followers (Spanish) 39 52 198 289    
Company: CallidusCloud Entry submitted by: Lara Golden (Director of Global Community) Community: CallidusCloud Customer Community Lithy category: Excellence in Customer Satisfaction   CallidusCloud is the global leader in cloud-based sal... See more...
Company: CallidusCloud Entry submitted by: Lara Golden (Director of Global Community) Community: CallidusCloud Customer Community Lithy category: Excellence in Customer Satisfaction   CallidusCloud is the global leader in cloud-based sales, marketing, customer experience and learning solutions. CallidusCloud enables organizations to accelerate their lead to money process, a complete suite of solutions that identify the right leads, ensure proper territory and quota distribution, enable sales forces, automate configure price quote and contract management, simplify marketing automation, enable customer experience monitoring, create and distribute learning materials, deliver deep analytic insights, and streamline sales compensation — driving bigger deals, faster.   Our customer satisfaction initiatives   We had three goals when we launched the community in 2014: Reduce support costs by enabling our customers to help themselves Improve customer retention by empowering our users Encourage cross-product adoption by openly sharing product information with all customers   The most important customer issue we were looking to solve via Lithium implementation and that makes our approach to customer satisfaction a gold standard in the industry   The ultimate goal was to reduce support costs without sacrificing customer success. We are proud to have an award winning Technical Support team, but without a Community and its accompanying Knowledge Base, our customers weren’t able to help themselves. Putting a Lithium implementation in place allows our customers to get the answers they need, either from each other or from the Knowledge Base, without sacrificing the level of support. Choice is good!   Our metrics   Satisfaction has paralleled use of the community:   2014 2015 Percent change Posts 163 1899 1065% Kudos 39 384 884% Accepted Solutions 5 182 3540%   Even as the community was embraced by our customers, one metric in particular stood out: web-based engagement versus call-based engagement. Web-based and self-service support engagement is a key part of our customer success model, as our customers are happy to be able to find solutions on their own at all hours of the day. This is particularly important for a global company providing support to customers in every time zone. Since launching the Community, CallidusCloud has seen web-based engagement skyrocket to over 90% of support issues.   Finally, but no less important, we’ve see our Customer Satisfaction survey results increase from less than 90% to over 95% from 2014 to 2015.  
Company: CallidusCloud Entry submitted by: Lara Golden (Director of Global Community) Community: CallidusCloud Customer Community Lithy category:  Community Design of the Year   CallidusCloud is the global leader in cloud-based sales, ma... See more...
Company: CallidusCloud Entry submitted by: Lara Golden (Director of Global Community) Community: CallidusCloud Customer Community Lithy category:  Community Design of the Year   CallidusCloud is the global leader in cloud-based sales, marketing, customer experience and learning solutions. CallidusCloud enables organizations to accelerate their lead to money process, a complete suite of solutions that identify the right leads, ensure proper territory and quota distribution, enable sales forces, automate configure price quote and contract management, simplify marketing automation, enable customer experience monitoring, create and distribute learning materials, deliver deep analytic insights, and streamline sales compensation — driving bigger deals, faster.   Our  community goals   We had three goals in launching the Community: Reduce support costs by enabling our customers to help themselves Improve customer retention by empowering our users Encourage cross-product adoption by openly sharing product information with all customers   Historically, CallidusCloud was known as a leader in the Sales Performance Management space, with an emphasis on Compensation or Incentive Management. Today, we have expanded to create a product space of our own, known as “Lead to Money”, which encompasses a suite of many products that take a sales organization from the hiring of sales professionals through sales training and enablement, marketing, configure price quote, and finally to compensation management. The time had come to encourage open sharing of knowledge as we sought to integrate multiple products into a single Lead to Money solution for all of our product experts. That meant, among other things, making a single Community with a unified search and simple ways for experts to gain cross-product knowledge.   What design elements make our community unique    When designing the new user interface, we had two big challenges. The first is that as a closed community, we needed to make the home page as welcoming as possible, so that users who did not yet have an account would feel encouraged to sign up.     The second was to find a balance between a design that was engaging and personal, while still reflecting our corporate brand and the highly technical nature of our enterprise level products. We needed to avoid looking too “slick” to the experienced consultants who use our products. Our solution was to have a banner showing the Golden Gate Bridge, reflecting our tagline as “Your gateway to CallidusCloud”, with a large search banner and large menus leading to the most commonly used content. We think we’ve succeeded in striking the perfect balance, welcoming both novice and expert users of our products and directing them on their customer journey.       How we  executed your community design   We made our vision a reality with the collaboration of many people throughout the organization. We began by getting ideas from Lithium on other communities with similar customer bases. Our next step was to talk to our customers and partners to find out what was working for them, and what wasn’t, with the out-of-the-box design.   Once we had a vision in place, the Community Manager brought the overall vision to the User Experience team, who helped come up with a plan to bring the Community experience in line with the corporate brand while keeping with the overall feel of a customer community. Our talented web designer in India brought the design to fruition, and product experts in Technical Support, Professional Services, and Education tested the design and offered suggestions or improvements and changes before the rollout of the new design.   Our metrics     2014 2015 Percent change Posts 163 1899 1065% Kudos 39 384 884% Accepted Solutions 5 182 3540%   Even as the community was embraced by our customers, one metric in particular stood out: web-based engagement versus call-based engagement. Web-based and self-service support engagement is a key part of our customer success model, as our customers are happy to be able to find solutions on their own at all hours of the day. This is particularly important for a global company providing support to customers in every time zone. Since launching the Community, CallidusCloud has seen web-based engagement skyrocket to over 90% of support issues.   Finally, but no less important, we’ve see our Customer Satisfaction survey results increase from less than 90% to over 95% from 2014 to 2015.    
Company:  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... See more...
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.  
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... See more...
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