Past Lithys (old format)
Check out Lithy entries from previous years.
Company: Time Warner Cable Entry submitted by: Phil Blum (TWC-PhilB) Social Media Customer Care Manager https://twitter.com/TWCableHelp Lithy category: Best Social Support Program _______________________________________________   Tim... See more...
Company: Time Warner Cable Entry submitted by: Phil Blum (TWC-PhilB) Social Media Customer Care Manager https://twitter.com/TWCableHelp Lithy category: Best Social Support Program _______________________________________________   Time Warner Cable is one of the largest providers of video, high-speed data and phone, supporting over 15 million customers in the United States.  In 2010, I was selected to lead the social media arm of TWC’s customer care operations.  Our mission was to provide high-quality service experience to customers on any channel for which they prefer to interact and we needed a solid social engagement and response platform that can help us manage the flow of service-related conversations and ensure that my team of social agents are able to address each and every customer need.   We launched Lithium Social Web in April 2012 to my team of 10 social customer care agents and we now have a streamlined platform to identify messages from Twitter and Facebook that need a response and provide timely resolutions.  Within 6 months, we have improved our social response rate by 30% and increased agent productivity by 57%.  This is driven by the integrated nature of the platform that allows my team to tackle cases more quickly and ability to respond without switching back and forth between different social tools. We were also very honored to be placed on the "Top 10 Socially Devoted Brand" list by AdWeek.   Our social support program proved critical in sustaining customer relationships during one of the worst storms in recent history.  As Hurricane Sandy devastated much of the East Coast in the fall of 2012, our customers were anxious to learn when their services would return.  Many of them turned to their only remaining avenue of contact: accessing Facebook and Twitter via their smartphones.  With the overwhelming increase in volume, my team was able to step up to the plate and even received kudos from grateful customers for their timely response.     Our social support strategy extends beyond this customer care team.  We will be launching a community soon because this is a critical way for us to provide support in a scalable way.  We also want to bring the conversations that are happening about us onto our own domain so we can engender goodwill, provide more transparency to our customers, and weigh in on those conversations where appropriate.  We’re excited to embark onto the next phase of our social support strategy!
Company: Autodesk, Inc. Entry submitted by: Katinka Sante, Strategic Social Programs Manager Community: Autodesk Expert Elite Lithy category: Best Social Support Program, Best Superfan Story or Insight, Best New Community _______________... See more...
Company: Autodesk, Inc. Entry submitted by: Katinka Sante, Strategic Social Programs Manager Community: Autodesk Expert Elite Lithy category: Best Social Support Program, Best Superfan Story or Insight, Best New Community ___________________________________________________________________   On November 28, 2012 at Autodesk University, Autodesk’s annual user conference, we announced our formal customer advocacy program: Autodesk Expert Elite. This program is designed to recognize community members who make extraordinary contributions to the company's online community. The program builds on, and is an evolution of the Autodesk Community rank and reputation model.   Members of the Expert Elite group are characterized by their regular and responsive participation in Autodesk's discussion forums, advanced knowledge of the company and its products, and leadership in the user community.   Individuals are selected after a detailed review of their Autodesk Community contributions, which include assisting other customers by sharing product knowledge and displaying engaging and positive styles of communication and collaboration. The goal of the Autodesk Expert Elite program is to deeply engage this important group of individuals and empower them to better assist their peers and support the Autodesk community. The program has a one year term and members are reviewed bi-annually.    As part of the Autodesk Expert Elite program, members receive a number of benefits including access Autodesk’s portfolio of design products, access to a private forum known as the Expert Elite Lounge. This Lounge is only available to our Autodesk Expert Elite members and is geared toward opening the lines of communication between Autodesk and its most valuable customers.   Expert Elites are also given additional administrative permissions within Lithium to help curate and highlight valuable forum content. For example, our Expert Elite members can accept solutions for their posts as well as posts authored by other customers. Additionally, Expert Elites have the ability to escalate their own posts into our CRM system for support assistance. We’ve also created an Expert Elite community badge for members to include in their forum profiles, which they are very proud of.   Today, Autodesk has 64 Expert Elite members from 11 different countries.  These 64 members represent 28% of all posts, 30% of all accepted solutions and 27% of our community kudos. Here are just a few of our Expert Elite members: - Adrianna Schneider - R.K. McSwain   Our Expert Elite members are a key group of stakeholders helping us shape our community programs, strategy and policy.   Watch this video to hear from some of our Expert Elite members as they talk about the importance of supporting our community http://youtu.be/xNsDzbZc58I  
Company: Barclaycard US Entry submitted by: Jared Young (jaredyoung) Sr. Director, Consumer Markets Community: Barclaycard Ring (www.barclaycardring.com) Lithy category: Best Business ROI _________________________________________________... See more...
Company: Barclaycard US Entry submitted by: Jared Young (jaredyoung) Sr. Director, Consumer Markets Community: Barclaycard Ring (www.barclaycardring.com) Lithy category: Best Business ROI ___________________________________________________________________   Barclaycard Ring MasterCard © is a very simple credit card product with a low interest rate, simple terms and no annual or balance transfer fees. But what sets Barclaycard Ring apart is its use of online communities in an innovative way to talk with card members about the product and how it should evolve. The Barclaycard Ring team also developed the industry’s first profit sharing program with card members, called Giveback™. This aligns the interests of both bank and card member like never before and opens the door for both to advance the cause of charities. And to help crystalize the trust, the team posts the financial statistics for the program on the website and discuss the results each month.                                                           While less than 10 months old, Barclaycard Ring’s innovative credit card community is already showing signs of revolutionary success:   Gross Income has increased for Barclaycard by > $500K since the launch of the program.   The business ROI of Barclaycard Ring has benefited others as well. The Ronald McDonald House received $10,000 donated by the community through our Giveback program.                                     The future for profitability looks even brighter as community engagement level is driving significantly different card behaviors.  Superusers and engaged community members give Barclaycard more of their business, are less likely to close their account and are significantly more likely to pay their bill on time.  The results are staggering:                                                                                                               There is no better evidence perhaps than continued investment in branded community – based on the success of Barclaycard Ring, Barclaycard is launching a new travel community focused on servicing the specific needs of its traveling customer base.  
Company: Navis Entry submitted by: Jennifer Grinold (jgrinold) Marketing & Communications Manager Community: Navis Online Community (community.navis.com) Lithy category: Best New Community ________________________________________________... See more...
Company: Navis Entry submitted by: Jennifer Grinold (jgrinold) Marketing & Communications Manager Community: Navis Online Community (community.navis.com) Lithy category: Best New Community ___________________________________________________________________   Navis, the global technology software standard for managing the movement of cargo through terminals, has been on the forefront of tech innovation in the marine shipping industry. Their use of the Lithium platform has helped to bring social media to an industry that otherwise would have not adopted it. The Navis Online Community, better known by its users as “The NOC,” is leading the way by providing a platform for information sharing and collaboration, uncovering key knowledge from container terminal operations experts and driving innovation in the industry overall.   For Navis, a significant amount of knowledge-share takes place at Navis World, Navis’ bi-annual user conference. Navis felt that it was time to move industry networking opportunities online, truly making Navis World a 24/7/365 experience. In short, Navis wanted to effectively reach employees, customers, and major shipping community members in one place, which is how the NOC came to be. Navis knew that the NOC needed to be more than just a marketing channel in order to be successful. Instead of using the Lithium community as a platform to publish Navis products and company news, the NOC passes the microphone to professionals in the marine shipping industry – opportunities to share perspectives, start discussions, ask questions, get product information, get advice from Navis and broader industry experts and shape future product roadmaps. The NOC also features the Salesforce connector for full social support integration. Cases can be submitted from the NOC, and there is a single search for Salesforce and community content. The NOC has also become an invaluable medium to highlight Navis’ loyal customers and promote personal successes for the very people that use its technology on a daily basis. Every month, Navis highlights a customer site and the people running it as part of its ongoing Terminal Spotlight Series. While early Terminals Spotlight Series posts honor customers who have faced, and thrived, during industry challenges (such as Port Newark Container Terminal and the impact of Hurricane Sandy), future posts will cover all notable stories impacting Navis customers.   The biggest and most successful promotion for the NOC took place at Navis World in October of 2012. During the conference, Navis selected and appointed special NOC ambassadors to educate and excite attendees about joining the community. NOC ambassadors, as well as Navis’ PR agency, Affect, also posted a steady stream of Navis World content to the NOC—session recaps, best practices, interviews with attendees, videos, presentations and more—enabling those who couldn’t attend to follow along from afar and for those that did, to keep industry discussions going long after the conference was over.     “One of the advantages of buying from Navis is that you join the largest community of TOS users on the planet,” says Brian Hibbert, General Manager of APM Terminals. “It is this collective brain trust that makes Navis and its customers stronger together.”     “We have come a long way in getting Navis to host an online community that includes all levels of their employees as well as the customers,” says James Burgess, Technical Project Engineer at APM Terminals. “I have used the NOC as a resource to solve issues and answer questions before opening a Salesforce case. By going to the NOC first, I have received answers within minutes and hours instead of days.” As a result of promotional efforts to date, 60% of Navis’ customer base today is registered on the NOC, and that number continues to grow each week. Additionally, over 75% of Navis employees are signed up for the site, making the NOC truly one of the only places where industry professionals can share what they know, get the feedback they need and gather information do the best job possible for their terminals located all over the world. In the future, Navis intends that the online community will be the medium that will help the industry innovate, share best practices and collaborate on a global level, making it the go-to resource for the marine shipping industry.
Company: Mozy by EMC Entry submitted by: Zach Moffett (zachm) Community Manager Community: Mozy Support Community (community.mozy.com) Lithy category: Best Community Technical Implementation ____________________________________________... See more...
Company: Mozy by EMC Entry submitted by: Zach Moffett (zachm) Community Manager Community: Mozy Support Community (community.mozy.com) Lithy category: Best Community Technical Implementation _________________________________________________   Three years ago we created the Mozy community to add a level of support for our customers.  The community has helped decrease the number of support cases that have been created by customers while keeping a high level of customer satisfaction.  We rely on our super users to help answer questions for their peers but we find ourselves asking support agents to answer questions in the community.  We know there will always be a need for Mozy support agents to work with customers but would like the community involvement to answer a majority of the questions.   Since we launched our community we have been cultivating users to participate more frequently and with a higher level of knowledge.  We provide knowledgebase articles, tutorials, and technical blogs for them to pull their information from.  This process has helped us further reduce support costs while keeping customer satisfaction over what we agreed to be an acceptable level.  Gamification has been a huge influence on the processes we have implemented to drive this participation.   As processes of gamification grow, so does the need to have a leveling system in place. To complement the Lithium rank structure we have implemented a leveling scale that shows the progress to the next rank.  As community members participate and work towards the next level in the community, they can see their progress and have an idea of what it will take to get to the next level. We built a custom slider bar that shows how close the customer is to the next rank.  Once the customer ranks up the slider bar refreshes to show what it takes to get to the next rank.   We have also implemented a rank system so community members can start off as a villager and work their way up to cook, ninjas, and eventually the overlord through participation.  We used the default Lithium measurements for the rank system but changed the names and provided corresponding avatars.  For example, when the user reaches the rank of Sensei the new avatar becomes available.  We modified our notifications to not only alert customers that their rank has increased but that they can change their avatar as well.   To augment the new features we wanted to provide our community members with more context for the gamification concept. We wrote a story that goes through our protagonist’s life story and how he started off as a lowly villager and through much learning, dedication and will, worked his way up to be the Overlord and eventually the Emperor.  The story can be found at http://community.mozy.com/t5/community-story/ct-p/communitystory . The story changes dynamically as the community member’s rank increases.  If you were to visit this page while not logged in you would not see any information.  If you create an account then you will see the first part of the story.  Once you level up then more of the story will become available.    A member of our staff created all of the avatars along with full size images.  We went through multiple versions of the story but eventually agreed on the story that is now available.  We have had great feedback from our customers and staff members on this process.  
Company: Spotify Entry submitted by: Rocio Guerrero (rociogc86) Community Manager Community: Spotify (community.spotify.com) Lithy category: Best Superfan Story or Insight _______________________________________________________________... See more...
Company: Spotify Entry submitted by: Rocio Guerrero (rociogc86) Community Manager Community: Spotify (community.spotify.com) Lithy category: Best Superfan Story or Insight ___________________________________________________________________   In just one year the Spotify Community has accumulated 15-20 super users, and all of them super cool and amazing folks. However just 6 months ago..a 20 year old boy from England started shining like a star in our Spotify Community! We are all amazed by his work, passion, enthusiasm, talent, kindness...he just has it all! We are very happy to introduce you to "Hammeh"....if you want to know more about this little fella and his more than 6,000 posts in 6 months!!! We've dedicated this song to Hammeh. Take a listen!   View the infographic here: Best Fan Story Ever!    
Company: Ooyala Entry submitted by: Thomas Kearsley (tkearsley) Community Manager Community: Ooyala Community (community.ooyala.com) Lithy category: Best New Community ___________________________________________________________________ ... See more...
Company: Ooyala Entry submitted by: Thomas Kearsley (tkearsley) Community Manager Community: Ooyala Community (community.ooyala.com) Lithy category: Best New Community ___________________________________________________________________   Ooyala offers leading cross-device video analytics and monetization solutions, streaming over 1 billion videos to nearly 200 million unique viewers per month. The Ooyala Community was officially launched on 10/8/12. Since the launch we have seen 4,108 unique visitors with 20K+ page views. Our community is not open to anyone, only customers who have an account (Backlot) can comment. This limits the community to a low number of participants, but the community will grow as the company scales up.                                             My goal is to make the community a portal to everything Ooyala. A place to find solutions to technical issues, stay up on the latest trends ,and be informed of everything happening at the company. Since my start at Ooyala, I have implemented Google analytics into the site, giving us real-time information on who is visiting, OS, location etc.   I have integrated a Twitter feed for keeping up with the latest Ooyala mentions in social, and embedded Ooyala TV (video) on our home page where users can watch helpful videos. We are using the latest Lithium search (2.0) while building out our TKB with new content every day. I am excited to see our community grow in the months and years to come.  
Company: Barclaycard US Entry submitted by: Jared Young (jaredyoung) Sr. Director, Consumer Markets Community: Barclaycard Ring (www.barclaycardring.com) Lithy category: Best Community Design _____________________________________________... See more...
Company: Barclaycard US Entry submitted by: Jared Young (jaredyoung) Sr. Director, Consumer Markets Community: Barclaycard Ring (www.barclaycardring.com) Lithy category: Best Community Design ___________________________________________________________________   Barclaycard Ring’s community design is aesthetically beautiful and additionally there are 3 important elements that differentiate the site from other communities.   “Barclaycard Ring” is not only the name of the product but a Ring graphic also visually plays into individual member identity while symbolizing that the member is part of a community. We’ve designed the Ring to be a functional object that not only denotes individual accomplishment but encapsulates the community experience created in the site itself. Ring is a site within a site and the design represents a visual integration of a community inside a credit card servicing site. The visual elements of the two sites are perfectly blended and the resulting single site has its own identity, navigation and rules. The design is simple and elegant and requires almost no learning curve for the user. Even though the site concept is completely new and innovative members know exactly how to navigate between the various features on the site. Between the beautiful elegance of the design and the 3 differentiating elements above, we believe Barclaycard Ring’s community provides a step-change vision for the way digital communities will be designed in the future.   Beautiful “Pinterest-like” timeline gives members a snapshot of Barclaycard Ring’s ongoing story.     Card members can see their private information and then click over to participate in the community. As members navigate from servicing to community they move from a blue to orange background.                                       We show our members the financials for the product in an elegant and simple way.  Even more financial details are revealed to the curious community member.                                       Members can easily elect to donate all or a portion of their Giveback™ to charity by using the slide rule function.                                               Members vote on product features and evolve the core product.                                                     Member achievements are displayed in their “ring” and are illustrated by a wide assortment of colors that represent potential activities to improve the community.  
Company: BRP Inc. Entry submitted by: Peggy Carrier (Peggy) After Sales Service & Community Manager Community: BRP Community (www.brp.com) Lithy category: Best Social Support Program _______________________________________________   ... See more...
Company: BRP Inc. Entry submitted by: Peggy Carrier (Peggy) After Sales Service & Community Manager Community: BRP Community (www.brp.com) Lithy category: Best Social Support Program _______________________________________________   BRP is the world leader in the design, manufacturing, distribution and marketing of motorized recreational vehicles and power sports engines. BRP products are distributed in over 100 countries by more than 3,500 dealers and distributors.   Our Community is a private community which has been active since February 2012. We are still relatively young and learning a lot on dealing with our Community, but how can we not be? For years we have supported our Dealer Network by picking up the phone and answering questions. Although 1:1 support continues to have its benefits, we realized over the years that the overall technical complexity of our products meant that Dealers needed to call us more often and therefore experience longer wait times on the phone. Our customer service support began to suffer. We needed a better way to support and communicate with our Dealers.     For us the Community meant a huge channel shift on how we support our Dealers, and we began to see benefits right from the start: Dealers answering Dealers, members answering or asking questions on evenings and weekends, videos and diagrams being shared on the community 24/7 and all of this across the globe in different languages. The fact that a post and subsequent solution can be read by our entire global Dealer and Distributor network has saved us many, many 1:1 encounters.   Our support process on the Community is structured as follows: Our Product Specialists are assigned to keep our Dealer Network informed with the latest technical information. They are also there to share best practices, tips and tricks as well as engage in any discussions they deem fit. They are the deepest technical resource for Dealer Technicians. Our Parts Specialist is there to ensure that information on estimated time of delivery, any transport issues or general parts questions are addressed. When we see a call driver, we immediately post the latest information on the community. We also have moderators, across the globe that monitor the site to ensure that guidelines are being followed. They escalate cases in times of need. We use the automated escalation email capability for posts that have not received replies after 24 to 48 hours depending on the product and season. These e-mails are sent to our Product Specialists who respond to the posts. We include community support (case escalation) in our daily roundtable meetings. Our community is a success today because everyone supports one another and both Dealers and BRP staff provide diverse solutions and fast resolutions to problems. The community has helped to increase communication within our company and with our global Dealer Network. We are able to share information globally so much faster than before. We do not go one day without speaking about our community here at our call center. We have never been more certain that supporting our Dealers through our online community is the way of the future. 1:1 support for complex situations will always be a part of our business strategy , but supporting hundreds and thousands of Dealers at one time through our online community definitely elevates the customer experience. Our young community is quickly maturing and we are excited for what the future holds!    
Company: Barclaycard US Entry submitted by: Jared Young (jaredyoung) Sr. Director, Consumer Markets Community: Barclaycard Ring (www.barclaycardring.com) Lithy category: Best Community Technical Implementation ___________________________... See more...
Company: Barclaycard US Entry submitted by: Jared Young (jaredyoung) Sr. Director, Consumer Markets Community: Barclaycard Ring (www.barclaycardring.com) Lithy category: Best Community Technical Implementation ___________________________________________________________________   Barclaycard Ring’s innovative online community is a seamless customer experience that integrates five distinct entities (Lithium, Barclaycard, Epsilon, Curata and Survey Gizmo) using service calls, APIs, SSO integration, daily batch files and other methods. For the first time in the financial services industry, a customer can service their account and seamlessly engage in community activities ranging from reading blogs or 3 rd party articles, commenting on discussion threads, earning badges, donating to charity, voting on product features and looking at the bank’s financial stats. A complex set of technical interactions were developed with the vision of a seamless and rich customer experience and Barclaycard Ring fully delivers on that promise.   Seamless Customer Experience Lithium community is seamlessly integrated with Barclaycard servicing site so customers can service their accounts and interact with the community.   Your performance “ring” is built using a custom javascript library that selects from a finite set of images based on a customer’s progress.   Community Financials Financial metrics are systematically sent from Barclaycard data warehouse to Lithium.  The site uses the values to product the graphical displays.   3 rd party content is displayed using the Curata API to retrieve the title, content and URL of “tagged” articles.  Moderation tools developed for Lithium backend are used to support the display of articles.                                                 Gamification The ultimate in credit card gamification: Servicing & Community metrics are evaluated in near real-time to build the 4 color sections of the ring.  A combination of community activity, SSO attributes and daily batch file data are utilized to build the ring.   Product Behavior Badges - A daily batch file from Barclaycard is provided to Lithium to activate or deactivate certain badges.     Refer a Friend Refer a Friend is a module that is presented through the site to encourage customers to share Barclaycard Ring with their friends.  A unique refID is created for track referral applications along with driving the recruiter and campaign manager badges. Barclaycard servicing site is called for the referral ID. If an email is entered then a 3rd party vendor Epsilon deploys the invite.   Polling Community members VOTE on product features. Polls integrate with Survey Gizmo so that each individual’s vote is tracked and survey results are captured using Survey Gizmo API.     Integration with Card Servicing On the card’s servicing page, there is a seamless integration to the community and the main features of the community, including Blog, Financial Stats, Discussions, Refer A Friend and Profile links are presented on this page using the Lithium API.   Profit Sharing Barclaycard Ring shares its profits with members.  Customers see the amount of profit share they’ve received on their personal page. A Barclaycard service is calledto present the exact financial amount.  Customers use the sliding scale to donate their profit share portion to a charity they have selected and the same service is calledto capture the customer’s donation.                                                   Promotional Site BarclaycardRing.com is a public facing site that is part of the same community instanceas the private community, allowing customers to see the benefits of the Barclaycard Ring community as they consider applying for the card.  
Company: Groupe Casino Entry submitted by: Henrik Perrochon (Henrik) C'Vous Co-founder Community: C'Vous (www.cvous.com) Lithy category: Best Community Technical Implementation __________________________________________________________... See more...
Company: Groupe Casino Entry submitted by: Henrik Perrochon (Henrik) C'Vous Co-founder Community: C'Vous (www.cvous.com) Lithy category: Best Community Technical Implementation ___________________________________________________________________   In February 2012, we launched Cvous.com, the 1st community in France where customers can interact to create products and services for our stores. We had already thought about the design of our community and its user interface when we started working with Lithium. We wanted every C’Vous member to be able to contribute easily from the member’s page and from the website home page.     To reach these goals, we’ve created many different custom components. Within the first year, the community grew significantly and with the number of posts increasing it began to be difficult for the members to follow comments and reply to their ideas or forum messages. To improve our members’ experience, we decided to implement a system of notifications. Every time they have a new rank or when other members give kudos or comment an idea or a forum board they have initiated, they get alerts in their notification system.          We recently launched C’Vos recettes where members can post recipes and add the ingredients they need directly to their online shopping cart. To enable them to add recipes, we created a specific idea post page in which the community member can enter a title, ingredients and instructions. This page was technically mandatory to enable the external widget to transform any member’s recipe into a list of ingredients to order. It configures the post to look like a recipe to help the user writing its recipe.     On the C’Vos recettes’ post page, ingredients (“40g of dark chocolate”) are turned into generic ingredients (“chocolate”) which are automatically identified as labels and tags. This makes it possible to filter all recipes by ingredient. In the future, we will launch a mobile application that will allow our customers to scan a product in stores and display all related recipes available on C’Vous.    
Company: Webroot Entry submitted by: Jim Murray (jmurray) Community Specialist Community: Webroot Community (community.webroot.com) Lithy category: Best Superfan Story or Insight _____________________________________________   Trip... See more...
Company: Webroot Entry submitted by: Jim Murray (jmurray) Community Specialist Community: Webroot Community (community.webroot.com) Lithy category: Best Superfan Story or Insight _____________________________________________   TripleHelix (Daniel) is Webroot's biggest fan. He came to Webroot via one of our acquisitions, Prevx, back in 2011. On the old Prevx forum, over the course of about nine years, TripleHelix accumulated over 9,000 posts. When Webroot acquired Prevx, we embraced their core technology and made it our own. Accordingly, TripleHelix embraced us in a big Canadian bear-hug and never let go.   In only the single year the Webroot Community has been around, he’s already got 1,300 posts – putting him at over 10,000 posts just on our official forums. And not only is he the most active member of our forums - he actively travels the internet seeking out other security-related forums at which to talk about Webroot. Wilders, NeoWin, DSLReports - you name it - TripleHelix probably has an account there.   TripleHelix doesn't miss a single day on the forum. Each and every day, like clockwork, he signs in and stays on the forum almost the entire day. When someone replies on his threads, he almost immediately chimes in with a response. He contributes more forum content than anyone else, particularly to our Security News section.      TripleHelix is like a Security News machine who constantly churns out security-related news stories at a pace of a couple of valuable stories per day. He also keeps us up to speed on anything that is coming down the pike from Microsoft, Adobe, Java or any other companies that routinely participate in Patch Tuesday. Patch Tuesday is TripleHelix Tuesday at Webroot.   He isn't just a news-specific contributor though. One of the best things about Daniel is that he will help other users solves their problems. With 93 accepted solutions under his belt (3.5x more than the next closest member), he rivals even our official technical support helpers on the forum in his skill, ability, willingness, and availability to solve problems. It's no wonder he is sometimes mistaken for official Webroot tech support. Other forum members love him too, which is shown by his collection of 700+ kudos.     The real icing on the cake with TripleHelix is that he isn't just a Webroot superfan. He's also a Microsoft superfan. What a great combination! One day, Daniel even volunteered to take a bunch of free Webroot trials and branded pens to the next Microsoft convention he attended. We never would have even thought of asking him to do that on our own, but he thought of it himself and will be doing it in April. Daniel is like a magical, traveling Webroot billboard that offers free tech support with a little bit of Santa Claus thrown in for good measure.   Speaking of Santa Claus, one of my favorite TripleHelix stories involves our company Christmas party. On the day we had the party, the entire social media department was going to be off to enjoy some free dinner and beverages. As a rule, we advise it's probably not a good idea to come back to work right after the party. In advance of the party, which was held during otherwise staffed hours, I happened to notice that TripleHelix was online, as usual. I let him know the party was about to start and that the Community would be unstaffed for a couple of hours. He volunteered to hold down the fort while we were off enjoying some holiday cheer. True to his word, during that time, he made a series of useful posts. When I returned after the party was over to check in and make sure there weren't any fires to put out, I saw the posts, and TripleHelix saw that I was online. He sent me the following message:      Flash-forward about a week, TripleHelix was posting on Christmas Day helping users who received the gift of Webroot for Christmas and had immediately installed it. There has never been a more hardcore superfan on the internet than TripleHelix, which is why he deserves this award!  
Company: Cisco Entry submitted by: Juana Dehanov (jdurande) Community Strategist Community: Cisco Tech Zone Lithy category: Best Superfan Story or Insight _____________________________________________   Tech Zone is Cisco’s in... See more...
Company: Cisco Entry submitted by: Juana Dehanov (jdurande) Community Strategist Community: Cisco Tech Zone Lithy category: Best Superfan Story or Insight _____________________________________________   Tech Zone is Cisco’s internal engineer community that was built by engineers for engineers. Our users are extremely engaged in driving Tech Zone’s collaboration and content creation to the next level.   With this in mind, Tech Zone launched the “Best Greasemonkey Widget Contest” in which we asked all our engineers to create a widget that would enhance the Tech Zone user experience.   (Greasemonkey is a browser add-on that allows users to customize the behavior and display of a webpage using Javascript).     The idea behind this contest was to give engineers an opportunity to innovate within Tech Zone. In addition to the prizes the winners had their scripts natively integrated in to Tech Zone.  One big advantage of the Lithium platform is that taking these scripts and integrating them as native features is a relatively simple process.   This initiative triggered the engineers to experiment and enhance a platform to make it more their own. They developed some incredible new features such as:   A Table of Contents option on the rich text editor                         A Tech Zone Navigator that will show in all the pages                             A "Kudo Givers" widget to allow users to view the list of kudo givers for a thread or TKB article               Over 300 engineers submitted, commented and voted on the contest entries. After much deliberation, the Tech Zone community selected the winners.   “You know, what people like today is to have very powerful tools that are very easy to use. If the tools are amazingly powerful (as Tech Zone is), but not easy to use, then people might not use it which is really sad. Also, it will make Tech Zone a bit faster, as users can jump directly to the category they need, without the need of an additional jump to the homepage. I know that it is only a matter of a few seconds, but the difference between Usain Bolt and an average person on a 100 meter run is also a matter of a couple of seconds :-)” - GreaseMonkey Winner Tristan Van Egroo.  
Company: Groupe Casino Entry submitted by: Christelle Dorat (Cexplor) Community Manager Community: C'Vous (www.cvous.com) Lithy category: Best Social Marketing Program ___________________________________________________________________... See more...
Company: Groupe Casino Entry submitted by: Christelle Dorat (Cexplor) Community Manager Community: C'Vous (www.cvous.com) Lithy category: Best Social Marketing Program ___________________________________________________________________   In February 2012, Groupe Casino launched Cvous.com, the 1 st community in France allowing customers from our 3 retail chains Casino, Franprix and Leader Price to co-create products and services for our stores.     C'VosIdées is where community members can propose, from scratch, ideas of products and services for the stores. The community votes for their favorite ideas and Groupe Casino reviews the top ideas and implements them when possible. For example, the concept of Idea N°1, a vegetarian corner gathering several vegetarian products in the same area of the stores, is currently undergoing testing.     C'VosProduits allows Casino, Franprix or Leader Price customers to vote for their favorite products and recommend them to others. It also helps our marketing teams collect customer insights on products sold in stores.     C'EntreVous is a forum where members can ask questions or give advice about retail shopping or everyday products. They are also able to post recipes and add the ingredients they need directly to their online shopping cart. This really simplifies and shortens shopping time for our customers!     Last but not least, cvous.com regularly proposes to its members to co-create products. There are two types of product co-creation. The first one consists of asking members to choose between different extensions of a product.     The second way is a deeper engagement with our members. One example we are very proud of is the Apérichefs story. This started with a casting. To participate, members submitted recipes or ideas of snack food products. Out of the candidates, nine Apérichefs were selected and invited to GroupeCasino's office in Paris to brainstorm and taste snack food products using their recipes or ideas. Currently on cvous.com, community members can vote amongst 6 delicious propositions of snack food products (madeleines) recommended by the 9 Apérichefs.     The C'Vous community is completely integrated into Groupe Casino's overall marketing strategy to support its goal to build proximity with customers and consumers in general.  Thanks to the community, we can listen to our customers and improve their shopping experience by implementing their product and services ideas that impacts our sales positively increases customer loyalty to our stores.   C’Vous also received professional recognition. We were awarded two TopCom Awards in 2012 and two E-Marketing awards in 2013 (Grand Prix and Award of the Best Community Strategy).   The C'Vous Team