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Lithys 2016: Domo - Excellence in Customer Satisfaction

Lithys 2016: Domo - Excellence in Customer Satisfaction

16_domo_logo_standard.jpegCompany: Domo

Contact: Dani Weinstein (Senior Community Manager)

Community:   Dojo

Lithy category: Excellence in Customer Satisfaction 

 

As the world’s first Business Cloud, Domo brings together all the data, all the people and all the insights business users need to run their entire business to make faster, better-informed decisions to improve performance.

 

Dojo Community

 

Domo’s online customer community, the Dojo, includes more than 1500 members and serves as a platform for customers to collaborate with fellow customers, post and receive answers from Dojo experts, connect with peers, share best practices, offer ideas to improve the Domo product, participate in contests, events, rewards programs and much more.

 

Recently passing its one-year anniversary, the Dojo realized exceptional growth and customer adoption, increasing the number of community posts by over 200% by the 4th quarter of its first year. With consistent growth, Dojo is cultivating a community of Domo super fans.

 

Dojo and Lithium Integration

 

Utilizing the Lithium platform, the Dojo community set out to increase customer participation and engagement including the creation of the Dojo Ideas Exchange.

 

The Ideas Exchange was created as a place for members to contribute thoughts and ideas surrounding the Domo products and services. Members can submit ideas or suggestions, facilitating conversations and allowing their voices to be heard with the goal of improving Domo’s products and services.

 

To date, the Ideas Exchange has generated nearly 500 customer ideas with almost 1 out of 7 ideas being approved and or implemented to date in product. By integrating the Lithium platform, the Dojo was able to develop a robust process using Domo software to pull in the data from the Ideas Exchange and providing a consumable and easy-to-view dashboard for our product management team that includes:

 

  • Real-time status updates for all ideas on the Ideas Exchange
  • What product manager owns the specific idea, pending review and approval
  • Hyperlinks to the Ideas Exchange allowing for updates and comments on specific data

 

Product managers can view ideas by status in a real-time pie chart

 

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The moment a new idea has been posted and received at least one vote, Domo’s product management team receives an alert to assign that idea to a product manager for review. The goal is to ensure each idea that receives at least one vote, be assigned for review from a product manager. It’s easy for our product managers to see and track all of the ideas they have been assigned.

 

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From there, product managers can drill down to see the detailed view with hyperlinks to the exchange where they can manage and update ideas status real time.

 

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Nearly 14 percent of ideas submitted have been approved and executed in the Domo product thus far and a number of other ideas are pending serious consideration. Customers love this exchange because they have a voice in influencing the Domo product road map. Ideas are crowd-sourced and voted on by fellow members.

 

One of our Dojo members submitted an idea for a new card that would track how many Domo licenses they had used up and how many licenses were left open. We were able to create this Participant License Gauge to better track our customers license usage.

 

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At our annual user conference that we held in March 2016, we honored one of two Ideation Champions (who delivered more than 70 combined ideas) during our Dojo VIP awards lunch.

 

The winner, Robyn Linden stated, “The Dojo has been an amazing resource for me. I know when I submit a question or idea, my voice is heard by Domo staff members. It’s great to know that my ideas are being reviewed and discussed to have a greater impact on the overall product.”

 

Linden posted a tweet following her win as Ideation Champion.

 

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In the Dojo’s first year as a community, we achieved a 185% percent increase in the combined number of posts made and ideas submitted in comparison with the first quarter that the Dojo went live.

 

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Finally, we have seen almost a 600% increase in idea votes received in Q1 2016, compared with Q2 2015, while we witnessed more than a 250% increase in likes received in Dojo during the same time frame. Customers love the Ideas Exchange which has driven community engagement and customer satisfaction!

 

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8 Comments
Occasional Commentator
Occasional Commentator
Good luck! Looks awesome!
Frequent Advisor
Frequent Advisor

Thanks @L2Brennan!!!

Hope all is well by you!

 

Cheers!
Dani

Honored Contributor
Honored Contributor

Love these insight dashboards and the realtime components. Did you realize these via Lithium Bulk Data API? Hope we can chat about this at LiNC 🙂

Frequent Advisor
Frequent Advisor

 @Claudius

 

Yes, we are managing this via the Lithium API and our Domo technology. Let's connect at LiNC. We are sponsoring the event and will have a booth there as well!.

 

Safe travels and see you soon!

Dani

New Commentator

Good luck Team Domo #TheNextBigThing

 

Gary

Frequent Advisor
Frequent Advisor

Thanks Gary!!!

Webcast Series Speaker
Webcast Series Speaker

Great execution and followthrough on your Ideas.  Kudos.

Frequent Advisor
Frequent Advisor

Thanks Lois!!

Looking forward to catching up at LiNC.

Cheers!

Dani