Company: Autodesk  Entry submitted by: Michael Pascucci (MPascucci) Senior Community Engagement Manager Community: Autodesk Community (http://forums.autodesk.com/) Lithy category: Best Community Design   Autodesk, Inc. is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created.    Like most software companies, Autodesk is focused on providing comprehensive solutions that our user base can rely on while also reaching new areas of the marketplace that were previously uncharted. Unlike other companies, Autodesk is also committed to reinventing our standard business model, moving away from standard licensing and into a flexible use anywhere, on any device, at anytime model.   With a very large portfolio of products, constant flow of acquisitions, emerging space in the consumer market, and increased access, our traditional support and feedback mechanisms no longer match our nontraditional business goals, nor are they able to keep up with the rapid customer base growth.   Lithium has provided us with an avenue to combat the above, providing a true peer-to-peer community space where users ask technical and subject matter related questions, share suggestions and answers, support overall product mastery, and collaborate on future product and service enhancement suggestions, all the while reducing the need for direct one-on-one support (forums) and Research and Development (ideastations).     Autodesk Community Redesign   In November 2013 the Autodesk Community site was rereleased, following an extensive redesign process which was supported by Lithium Professional Services. The result was a new compelling, easy-to-use site & experience that: optimizes our customers' ability to help themselves as well as each other; accelerates collaboration and innovation with our products & services; enables easy content creation, curation and distribution; all the while extending customer relationships each other, and Autodesk as a whole.     Focus of redesign:          Update the look and feel        Improve the navigation        Increase offerings for interactions        Create a visually appealing and personal experience   We feel that we have taken a major step in accomplishing what we were set out to, after listening to our Community and what their needs were.   User Benefits:   The Autodesk Community redesign will deliver member-driven changes to enhance the structure, feature set and visual design of the community – all intended to deliver answers to our customers as quickly as possible and ease unnecessary overhead contributing to the community.   We have updated the look and feel, creating a true destination for our Community. We have improved the overall navigation, creating an intuitive interface for our Community to be able to find information easily. We have “up-leveled” our Idea Station and Articles to the front page for easy access. We are also highlighting our Community members (Expert Elites), which should help to increase our activity within member profile pages. We will also be updating the ToS of the Community to add Creative Commons licensing to all community content.   Business results           Watch our video showcasing our redesign: https://autodesk.app.box.com/s/lcod9ztxrxfm7jexjyfd

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: Sephora Categories: - Best New Community (Launched after June 1, 2010) - Community Story or Anecdote - Most Innovative Social Customer Program   - Best Social Insight Entered by: Candace Sims (candace_sephora) Community Name: Sephora BeautyTalk  URL: sephora.com/beautyadvice Launched: September 29, 2010   Sephora's community has used the best of what the Lithium platform has to offer by integrating both the Q&A and Discussion products into one community, and making it virtually seamless for the user to navigate.   We are always trying to work with Lithium to come up with new and innovate ideas to engage our user, and have had much success cultivating a community where beauty lovers can ask questions, share insights, get advice and offer each other support.   And example of this is a recent post started by one of our members thanking the other member of the community for helping her through a tough time. After she posted this, many other members followed suit and shared stories of their own, telling each other how much the community has helped them:     http://community.sephora.com/t5/Off-Topic/Getting-Personal/td-p/119253   We also have implemented many cool features into our community to gain user insight including:   Brand Founders Top 10 Favorite Products: A founder or makeup artist from one of our brands is highlighted each month, listing their favorite products. This area is one of the most highly clicked areas of BeautyTalk, and also drives sales for the company.  Sephora Asks: A new question is posed to our users every month, such as "What miracle beauty product would you invent?" and "What technology would you like to see in our stores?" This drives interaction with our clients and also gives us valuable insight into what our clients would like to see from us.  Top 10 Favorite Products on the Profile Page: Allows users to tell others in the community (and us) a little more about themselves through their favorite beauty products, and also inspires other users with what other people in the community love.  Featured Contributor / Best Advice / Best Comment: Highlights members of the community on our homepage. This week our Featured Contributor is the first user to reach the top rank of "Beauty Master" and over 1,200 hearts in the short few months she's been a member!    

Company: Verizon Residential Categories: Most Innovative Social Customer Program  Entered by: Becky Carroll (beckyc) Community Name: Verizon  URL: community.verizon.com   Verizon has always used our community forums as a main area of customer insight. Our nearly 90,000 members have been actively sharing their opinions on Verizon products and services for the past three years.    Our goal at Verizon is to go beyond simply gathering customer opinions. We want to collaborate with our customers, so we launched the Verizon Idea Exchange in July 2010 with three main objectives:     Identify new product and service enhancement opportunities Facilitate customer-driven product/service enhancements or new products/services Enhance the Verizon brand as establishing innovative ways to engage with and serve customers       Open Innovation   The excitement from our customers around the Idea Exchange started almost immediately. Customers quickly began submitting suggestions for our products and services. In return, the product managers for our main product areas have become fully engaged with the Idea Exchange, especially around our flagship product FiOS. The FiOS managers now review customer-submitted ideas weekly as part of their business processes, are more engaged with the Verizon Community as a valuable resource, and are interacting with customers on an almost-daily basis.   The Verizon Community and the Idea Exchange has helped change the way the FiOS product team does business—starting with incorporating customer feedback into our latest FiOS release, 1.9 Interactive Media Guide for set top boxes.      Giving the Community a Sneak Peek Our FiOS product director was so energized by the power of the direct collaboration he and his team had been doing with customers that he created a new program, Sneak Peek. The 1.9 Sneak Peek offered customers in designated areas a preview of our latest Interactive Media Guide (IMG 1.9) for set top boxes in exchange for their feedback. The program not only provided another opportunity to connect customers directly with Verizon product managers, but it also utilized our forums members as a private study group to provide feedback on this new product. Members of the Verizon engineering team spent time interacting with customer in this private forum discussion around the upcoming release, and our forums members were thrilled to be given this opportunity to share their thoughts with them.   “I would like to extend my thanks to the engineering team and Verizon for the opportunity they have afforded us in beta testing the new IMG and especially the programming team for all their hard word and attention to our ramblings. Being an engineer (for more years than I care to admit) I really appreciate the hard work and the difficulty of the task for something as complex as the firmware.” Keyboards, customer and Verizon Community Leader “I also have to give a big thanks to the Verizon’s Engineering and Programming team for working with us in the beta testing. This was a complex task to write and rewrite all the software and firmware… keep us in mind for the next beta. Great job, Verizon! Thanks! :)” johnf2, customer and regular Community contributor   Customers Directly Impact the Product In fact, through the Idea Exchange, the 1.9 Sneak Peek, and the Verizon Community at large, a staggering 70-80 percent of what was put into the IMG 1.9 release was tweaked, suggested, or refined by our customers.    Here are just a few of the customer suggestions from the Idea Exchange that were included in the 1.9 IMG release:   The ability to extend a current DVR recording by an extra 10 minutes, 15 minutes, 30 minutes, 1 hour or 2 hours after the previously-established end time. Improved remote DVR management  from the Web (myverizon.com), mobile (DVR manager apps for Blackberry, Android, Apple, Palm and Windows Mobile platforms), and other STBs in the home. Improvements to DVR series managements and rescheduling logic that allow the DVR to better handle duplicate recordings.   Going forward, the FiOS product management team is also giving the community team access to their test track business customers, a FiOS business focus group. We’re working with the FiOS product management team on ways to integrate this focus group into similar product tie-ins on the Verizon Community, similar to the 1.9 Sneak Peek, so we can continue the close collaboration and customer insight. A True Engagement Community One of the most exciting areas has been the way programs such as the Idea Exchange and the Sneak Peek have increased levels of engagement with the Verizon Community. When the Idea Exchange first launched, our Community Leaders (CLs) grabbed onto it and started moderating the ideas, letting us know when they saw duplicates or customer questions needing attention. This was not a role we asked them to play, but they picked it up on their own as this new customer insight mechanism gained momentum. In addition, we have been seeing a lot of community “newbies” move from being lurkers to registered community members. Since our original community is a peer-to-peer support community, these customers may not have felt that they had anything to contribute to those technical discussions. However, anyone can contribute an idea, comment on another customer’s idea, or simply leave a vote. This has really helped fuel community growth and interest across our customer base. Results Since launch at the end of July 2010, we have seen the following results:   Over 1400 ideas submitted  Over 200 ideas are “in progress” throughout Verizon Already, 16 ideas have been implemented by the Verizon product teams     Additionally, the Idea Exchange itself has been rapidly growing:   107% growth in comments 403% growth in votes 555% growth in visitors   In summary, the Verizon Community has now become fully engrained in our product management processes. It has helped Verizon get closer to the customer, gain insights to help us take action, look for issues needing attention (early detection), and improve customer retention. We are truly changing the way we do business as a result of direct customer feedback from the Verizon Community!

Company: Verizon Residential Categories: Most Innovative Social Customer Program  Entered by: Becky Carroll (beckyc) Community Name: Verizon  URL: community.verizon.com   As digital entertainment and connected applications continue to generate excitement for consumers, more and more of them are looking for answers about today’s enabling technologies.     In response, we’ve added enhancements to the Verizon Community that include a new area called Verizon Room to Learn (http://roomtolearn.verizon.com).     Room to Learn is an educational site that offers relevant tips, shortcuts, and online workshops on hot topics such as apps and gadgets. It also links users to social media sites where they can share their practical application and experience with their social circle.   Tech Made Simple Verizon Room to Learn focuses on popular home networking and home entertainment topics that include introductions to digital entertainment, wireless networking, making sense of 3D TV, and organizing digital media. Note that these are not workshops on how to use Verizon products and services; rather, they are designed to help people participate more fully in a digital lifestyle. The topics are all around the core of what Verizon offers with our products and services, and customers and non-customers alike can find value in learning more about how to make their technology work for them – instead of the other way around. Industry Experts Contribute Room to Learn also features weekly posts written by industry expert Alfred Poor, who has contributed for over 20 years to technology publications that include PC World, PC Magazine, Family PC and Computer Shopper.  His posts complement the Room to Learn workshops and articles, and they provide fresh perspectives on timely topics. In addition to these weekly posts, Alfred regularly participates in discussions about these topics with our members directly in the forums.   Results Verizon Room to Learn has been successfully integrated into the Verizon Community. According to the latest Room to Learn metrics, visits and unique visitors are up over 100 percent from last October, registrations are up nearly 50 percent, and the email opt-in rate is up almost 40 percent. Product click-throughs are also up nearly 100 percent from last year, indicating that customers like what they are seeing – and want to find out more about how Verizon can help them live their digital lifestyle.  

Company: Rogers Communications Categories: Best New Community (Launched after June 1, 2010) Entered by: Eryn Billings (erynbillings) Community Name: Rogers Community Forums URL: communityforums.rogers.com Launched: August 4, 2010 Rogers Communications Inc.'s new Community Forums should win the Lithy Award because we are proud of the impact our community is making, and how our social customer strategies are changing the game for our company.   On August 4th, 2010 we launched Rogers Community Forums with a focus strictly on technical issues and a pilot employee ambassador program. Despite our limited resources, the community sprang to life immediately and was moderated by the help of tech savvy super users in the first three months.   We've now surpassed 20,000 registered community members and look forward to implementing more promotional tactics in the next year and revisiting the scope of our community to expand the topics to include discussions around pricing and devices.   In Rogers RedBoard blog, we heard positive comments such as:     These forums are going to be awesome… I have seen these work for other companies and you get very prompt and helpful responses to your questions. I am glad Rogers is doing it… good work with the video too!!! Nice!!! I love to see Rogers offering more and more ways of getting supoprt. I already like RogersHelp and other folks on Twitter. This is a nice addition. I dont think Bellus offer that.. Way to go!! Well I don’t always support everything rogers does I have been with the company for a number of years.. It’s about time a forums section was opened up.. Well done Happy to hear about the new technical forums Richard. Nice addition to helping Rogers clients  

Company: SlimGenics Categories: Best New Community (Launched after June 1, 2010) Best Community ROI Usecase Most Innovative Social Customer Program Best Social Insight Best Community Business Integration Entered by: Jennifer Fenske (pisgah) Community Name: SlimGenics Online Community URL: community.slimgenics.com Launched: July 17, 2010   “You Can Do This!”: The SlimGenics and Lithium Experience   We are a small company compared to many of your clients. We are in two locations—Colorado and Minnesota—and expanding to California this year. Our weight loss program revolves around 30 brick-and-mortar centers where our clients receive high-quality weight loss counseling.Our clients are passionate about returning to good health and we have the privilege of helping them get there.     Launching our online community with Lithium last year has been a huge boon for our business and for our customers. As Community Manager, I have had a front-row seat watching community develop where previously there was none. Before our Lithium community, our clients would nod at each other as they waited to see their weight loss counselors.   After the community launched, a true “we’re in this together” camaraderie developed inside our private online community. A common refrain that users tell each other is: “You can do this!”     I was able to see our community members grieve with Matt (who lost 150 pounds) when he was unable to have surgery to remove excess skin.  The community helped one young woman who had suffered a miscarriage and was embarrassed to say she had understandably fallen off her eating program.  We cheered with Danielle when she got within a few pounds of her goal---she’ll hit that goal this week.    For our business, offering the online community is one more way we show value to our clients.   For our new Home Program weight loss option (which is solely online), the community is the only place where members can receive support. The community registration rate for Home Program members hovers around 50 percent---our members crave community. And we provide it, 24-7, with our Lithium community.   In early 2011, we launched a video blog in the community. Twitter and Facebook streams add to the community’s appeal.     In addition, our SlimWise Center offers helpful downloads, cooking videos and recipes. We have a regular counselor blog and post coupons in the community that drive traffic to our centers. A major community redesign will launch later this month. I’ve watched our community grow from a few posts per day to often almost 50.   For a company our size, these are amazing results. Our super users are passionate and committed to help others. We’re a supportive community, and I am proud to offer it to our clients.  

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 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:  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: Telefonica Movistar  Entry submitted by: Emilio Rodriguez Menendez (UT04546) Community Manager Community: Comunidad Movistar (comunidad.movistar.es)  Lithy category: Excellence in Customer Satisfaction   Telefónica is one of the world leading integrated operators in the telecommunications sector, providing communication, information and entertainment solutions, with presence in Europe and Latin America. It operates in 21 countries. As of December 2014, Telefónica’s total number of customers amounted to 341 million.   Our customer satisfaction initiatives in 2014 were CSI, NPS, Recommendations/Referrals, Noise, Average Response Time and CHI.   As such, our overall objectives have been to increase the CSI, visits, call deflection and commercial leads. See our Social ROI Titan entry for more results on visits and call deflection. In terms of our customer satisfaction initiatives, we focused on CSI, NPS, Recommendations/Referrals, Noise, Average Response Time, and CHI. All areas of our company have their own objectives that are aligned with the overarching company goals.   Improving online customer service was the most critical customer issue that we looked to solve with our Lithium Total Community implementation.   Here are the results of our top customer satisfaction initiatives: CSI: Every time a user/customer receives attention from one of our moderators, we send him/her a link to our online survey asking to evaluate the help received (this applies to cases that need to be solved by official Movistar staff in terms of needing to check the customer information in our systems). We received a stable 9 throughout 2014 and this year. We assisted 120,000 customers in 2014, and in 2015 our moderators have already helped more than 24,000 customers. NPS: In that same survey, we ask the user if he would recommend our help/attention to his friends and family. We are pleased to receive 99% positive answers. Recommendations: As a result of the excellent help that we provide our community, we receive a lot of posts praising our work. And most importantly, we have many examples of users in external forums, referring other users/customers to our community when asking for help and acknowledging us as the best channel to get help from Movistar.   http://www.gsmspain.com/foros/h967593_Operadores-Movistar_CONSEJO-Comunidad-Movistar-1004-609.html   http://www.adslzone.net/postt324695.html   http://bandaancha.eu/foros/velozinter-1709626#r2336025 http://bandaancha.eu/foros/desactivar-casilla-mensajes-1689431#r2132517 Noise: As a part of our strategy, we receive reports from our market research team in which they evaluate the noise about Movistar on the Internet. In this report, we evaluate the amount of noise and the tonality of the noise (positive, negative, neutral). Since the Community was launched, we are still the leading Telco company that receives the most mentions. Furthermore, we are the one in the telco sector that receives the most positive tonality in part due of the influence of the community (1.3M monthly visits).   Average Response Time: 6 hours, which is a significant reduction from our 2013 average response time of 14 hours. LSW: We have recently started using Lithium Social Web (LSW) as a part of our strategy to improve our customer satisfaction and achieve even better results with response time. CHI 785: We have achieved a stable 780-785 CHI.   In addition to the above achievements, we have relocated our call centers in Spain (instead of outsourcing). We are also focusing on increasing the servicing to 70% in online channels in order to avoid expenses to our call center.  

Company: Vodafone Espana  Entry submitted by: Zaira Pérez (Zperezp) Specialist, Self Management Channel Community: Foro Vodafone(http://foro.vodafone.es) Lithy category: Digital Strategy Leader   Vodafone Spain's aim is to provide best in class service to our customers with innovative and great value added offers and products.Vodafone Spain eForum Community serves the needs for those customers after product acquisition in order to provide a great experience and exploitation of their devices & acquired services.    Lithium provides Vodafone Spain the channel to enable direct communication with customers in order to satisfy their queries and incident resolution. At the same time, we provide customers with a Knowledge Center with loads of Tutorials and tips to engage and improve their mobile devices and DSL connection.     Vodafone Spain Heroes was created with the intention to enable a Community where users can compete to get new badges and powers while helping each other to solve their queries. This gamification programme not only encourages greater customers/users participation but also promotes new useful content creation. The new interactions and content also engage user self-management and product knowledge. This enables great Community growth for Vodafone Spain eForum users as a support channel to get helpful and resolute answers providing internal KPIs a real boost.   Since the Programme started back in November 2013, “Vodafone Heroes Programme” participants drove over 10k new interactions within the Vodafone Spain and over 25 contestants actively help out other users. A great amount of kudos and new accepted solutions have been originated from those answers and users keep on recommending the Programme to their friends. In addition to this programme, Heros have created 134 helpful and resolute new posts. With these new posts, Heros have provided an increase of the Vodafone Spain forum visits volume by over 67K (an average of 500 visits per new Hero post). In addition, Heros helped to get an incremental 20% SEO in comparison with the previous year.   More about the Vodafone Heroes Programme   Our Vodafone Spain Heroes Programme is focused on acquisition of new Community Members and Moderators outside the company employees to enable a real 2.0. approach.  Vodafone Spain Heroes is created with the intention to enable a Community where users can compete to get new badges and powers whilst they help each other to solve their queries.   This gamification programme not only encourages greater customer/users participation but also promotes new useful content creation. Those new interactions and contents also engage user self-management and product knowledge. This enables great Community growth for Vodafone Spain eForum users as a support channel to get helpful and resolutive answers providing internal KPIs a real boost.   Vodafone Spain Heroes Programme is closely monitored on a weekly basis by the Spain Community Managers who provide Heroes with guidance and one-to-one follow up on their adventure. The Programme includes 3 role categories (Vodafone Hero Apprentice,  VodfoneHero and Vodafone SuperHero) and 4 power badges (speed, wisdom, aim and creation) that allow users to possess different strengths.   Programme is based on nomination of weekly winners for each power badge providing users with exclusive benefits and privileges as they get Points of power along with their nominations. Benefits are also related with fame and pride such as allowing users to moderate or ban other users as well as collaborating on official content creation published within Vodafone sites. There is a Points of Power catalogue accessible to the users once they enter the programme where users can redeem and select their desired prizes. Offer range is very wide not only offering goods but also “benefits” and events participation or pride recognition.   Any Vodafone Spain eForum registered user is eligible to participate on the Heroes Programme. Users need to pass the initial challenge to get their first “hero Apprentice” badge and from then, new badges unlocked will move users up in the scale of roles. Once a user reaches to unlock the 4 badges, they are appointed Vodafone  Superheroes.   At Vodafone, we truly think we deserve to become Lithys winners as this Programme has evolved and demonstrated the value of the Vodafone eForum community. Since the Programme started back in November 2013, “Vodafone Heroes Programme” participants drove over 10k new interactions within the Vodafone Spain and over 25 contestants actively help out other users. A great amount of Kudos and new accepted solutions have been originated from those answers and users keep on recommending the Programme to their friends. In addition to this programme, Heros have created 134 helpful and resolutive new posts; with these new post Heros have provided an increase of the Vodafone Spain forum visits volume by over 67K (an average of 500 visits per new Hero post). On the other hand, Heros helped to get an increment of 20% SEO in comparison with the previous year.  

Company: Telefonica  Entry submitted by: Emilio Rodriguez Menendez (UT04546) Community Manager Community: Comunidad Movistar (comunidad.movistar.es) Lithy category: Digital Strategy Leader     Telefónica is one of the world leading integrated operators in the telecommunications sector, providing communication, information and entertainment solutions, with presence in Europe and Latin America. It operates in 24 countries. As of September 2013, Telefónica’s total number of customers amounted to 320.3 million.   Telefonica Spain’s 2014 goals focused on the following: Reduce customer support telephone calls Increase CSI in social environments Increase commercial leads to homepage Improve SEO positioning (especially for FTTH and 4G) Improve the tone of the Internet buzz towards Movistar Improve customer self-servicing  Through our Lithium-powered community in 2013, we made significant improvements in SEO, traffic, and acquisition. We also achieved big wins in support savings (see our Support Savings MVP entry), in addition to CSI and CHI.   Community has positioned us as the SEO authority versus our competitors and local tech forums. (source: Opensite.org)      We also rank highest amongst our competitors in metrics like best traffic and lowest bounce rate. (source: similarweb.com)        18% of our homepage visits are generated by the community (source: alexa rank)        Some additional quantifiable results: -       Due to our community, our SEO traffic reached over 80% (top SEO positions in key words such as FTTH and 4G) -       Community is responsible for an increase in commercial leads: 20,000 click-throughs from community to homepage (movistar.es) in 2013 -      Telefonica has added 2.2 million subscribers as of June 2013 with more than 3 million homes in Spain now equipped with Fusion, an integrated product offering that brings together broadband, mobile, landline, and television services all in 1 simple package. Not only did they see existing customers switch over to Fusion, but 56% of Fusion subscribers are newly acquired customers who took advantage of the wealth of information and peer advice on the community about the new product to help make their purchase decision. Web traffic referrals from the community to the purchase funnel increased by 20% during the 1 st month of launch.      

Company: Telefonica                   Entry submitted by: Emilio Rodriguez Menendez (UT04546) Community Manager Community: Comunidad Movistar (comunidad.movistar.es) Lithy category: Support Savings MVP   Telefónica is one of the world leading integrated operators in the telecommunications sector, providing communication, information and entertainment solutions, with presence in Europe and Latin America. It operates in 24 countries. As of September 2013, Telefónica’s total number of customers amounted to 320.3 million.   Telefonica Spain’s 2014 goals focused on the following: Reduce customer support telephone calls  Increase CSI in social environments Increase commercial leads to homepage Improve SEO positioning (especially for FTTH and 4G) Improve the tone of the Internet buzz towards Movistar Improve customer self-servicing  Through our Lithium-powered community, we were primarily able to support our call reduction goal with significant cost savings in 2013. In addition, community has increased our CSI, CHI, and NPS, as well as acquisition and traffic. Here are some of our results in those areas (also see our Digital Strategy Leader entry for additional results):   -       Customers are thrilled with engaging with the service provider and peers in a thriving engagement hub. Our community boasts a Net Promoter Score (NPS) of 76% in response to the question “would you recommend us to your friends and family?” -       Customer Satisfaction Index (CSI) of customers attended in the Community: 9.1 -       Community Health Index (CHI): stable over 700 during the last year (Top 5 in Telco Sector ) -       Telefonica’s landmark product, Movistar Fusion, an integrated offering that brings together broadband, mobile, landline, and television services all in 1 simple package, has achieved successful results since the launch in October 2012. Before the official commercial launch, Fusion was introduced to the community for a few weeks prior as the central communication hub, where customers generated hundreds of posts ranging from billing questions to general excitement and feedback from members who were eager to either sign up or switch their existing plan to Fusion. To this day, the Fusion FAQ on the community is still one of our most visited posts—approximately 85,000 unique visits with over 700 posts since the FAQ was posted in September 2012. This helpful FAQ has contributed to Telefonica’s increase in call deflection.   The thriving Movistar community has provided tremendous cost savings for Telefonica: -       56% of surveyed community members indicated that they were able to get a resolution through the community without needing to call customer service. -       Of those 56%, 65% of them declared that they may have called our call center if they hadn’t found the answer they were looking for through community. -       As a result, we received 15.2M visits to our community and avoided 5M calls, which amounted to €10 million in savings in 2013.   Here is an example of a hot topic that community was able to resolve: How to change the Wifi router password (385,000 visits):      Another example of a popular issue that community was able to resolve: How to switch the voice mailbox off (300,000 visits):        

Company: Best Buy Canada Category: Best new Community Entered by: Heather Magee (hmagee) URL: www.bestbuy.ca/plug-in Launched: 16 Sept 2011     Entry: Best Buy Canada’s Plug-in community features lifestyle-centric content, while continuing to produce relevant and up-to-date material that speaks to the traditional tech enthusiast. We promote content that connects people with technology that makes life fun and easy, and helps alleviate techno stress as new technology trends emerge.  Technology eZine - comparable to an online magazine model, our community landing page plays host to all of Best Buy Canada’s social media streams, while leveraging Lithium’s Rest APIs to dynamically pull the most recent content from the community. www.bestbuy.ca/plug-in Member Engagement – by featuring our most celebrated community members in our Member of the Week widget, members are recognized for their contributions and participation in the community and thanked publically by the Community Manager on a forum thread each week.  Our objective is to nurture our Super Users and frequent contributors to encourage the organic growth of our user generated content. Targeted Integration – we’ve developed and are in the midst of implementing targeted integration strategies to leverage community content on our eCommerce website www.bestbuy.ca using Lithium’s Rest APIs and other tools and features.  We’ve also integrated the mobile version of Plug-in with the Best Buy Canada iPhone app and leveraged Lithium’s Facebook Connect and Facebook Q&A applications to mobilize our Facebook fan base and integrate this group of brand advocates with our community members.  

Company: Telefonica Movistar  Entry submitted by: Emilio Rodriguez Menendez ( Community Manager) Community: Comunidad Movistar   Lithy category: Marketing Champion   Telefónica is one of the world leading integrated operators in the telecommunications sector, providing communication, information and entertainment solutions, with presence in Europe and Latin America. It operates in 21 countries. As of December 2015, Telefónica’s total number of customers amounted to 322 million.   Our community objective   Our community amounts to 1.6 million visitors on average every month, and our blog itself ( Movisfera ) gets near 200k visits every month. We launched the blog 2 years ago with the goal to create a destination for our users, a place where they could write their own thoughts and content, and a forum with an abundance of help content useful for a Movistar customer, a technology fan, or a regular user. By mid 2015, we became aware that the blog wasn´t fulfilling our goals. 90% of the content was Movistar staff generated and full of commercial articles, so it was  time to turn around the situation and get back to our objective of creating a true community.   Launching our collaborators program   We decided to give our users more leadership/relevance, so we launched our collaborator program publicly. We asked our users to join the blog staff and help others with their content published in the blog.   We also decided to add new, regular content to the blog in the form of help-oriented content called "Tip/trick of the week" and "Our recommendation of the week" which have become quite popular between our visitors and readers.   We were able to get 10 regular collaborators (those who have written at least one article per month ) to contribute. Additionally we created a new section in the blog called "User corner" and identified each and every single users article/post with a label that showed the post was non Movistar generated.        By the end of 2015, we celebrated our annual event with users and super users. We awarded the blog collaborator of the year (the person who had created the most content and achieved the most visits) with a trophy and a special gift.      Continued  success with the collaborators program   By March 2016, the regular blog collaborators grew significantly. They have published more than 80 articles which have received (on an average of more than 3,000 visits per post) nearly 400,000 visits in less than one year. Especially popular have been the user j3gallo posts about cinema with thousands of visits and social shares.   https://comunidad.movistar.es/t5/user/viewprofilepage/user-id/45   https://comunidad.movistar.es/t5/Movisfera/El-mejor-cine-de-este-oto%C3%B1o-estrenos-de-octubre-pr%C3%B3ximamente-en/ba-p/2650953   The reach of their content has also been spread through our social networks’ official pages (Facebook and Twitter) in which we have shared their content with huge success within our followers (as shown in the following examples):       Results of the collaborators program   To summarize, the goals we have achieved with this project: Blog visits and views have increased by 150% since May 2015 We’ve garnered more than 10 regular collaborators The blog perception has drastically changed for the better-- from commercial content to user-generated content