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Past Lithys

Past Lithys
Check out Lithy entries from previous years.
Company: Vodafone Espana  Entry submitted by: Gustavo Casado (Piquio) Social Media Specialist Community: Foro.Vodafone  (http://foro.vodafone.es/ ) Lithy category: Support Savings MVP   Vodafone Group is a British multinational tele... See more...
Company: Vodafone Espana  Entry submitted by: Gustavo Casado (Piquio) Social Media Specialist Community: Foro.Vodafone  (http://foro.vodafone.es/ ) Lithy category: Support Savings MVP   Vodafone Group is a British multinational telecommunications company headquartered in London and with its registered office in Newbury, Berkshire. It is the world's 2nd-largest mobile telecommunications company measured by both subscribers and 2013 revenues (behind China Mobile), and had 434 million subscribers as of March 31, 2014.   Throughout the rankings and roles program, Vodafone Europe has been unique in applying customized loyalty programs focused on the use of our platform. We leverage personalized emails, depending on the number of registrations, use, frequency, and proficiency of Lithium features.   The complaints department bases their strategy upon our top terms queries from Lithium. We provide our complaints team with a list of terms frequently used on our eForum to give them a heads up on the complaints that they will receive that week. They proactively discuss with the appropriate departments related to those issues, and they search for the correct answers to provide customers in a timely fashion.
Company: British Gas   Entry submitted by: Louisa Martin (louisamartin) Social Media Manager- Communities Social channels: https://www.facebook.com/britishgas, https://twitter.com/britishgas Lithy category: Excellence in Customer Satisfact... See more...
Company: British Gas   Entry submitted by: Louisa Martin (louisamartin) Social Media Manager- Communities Social channels: https://www.facebook.com/britishgas, https://twitter.com/britishgas Lithy category: Excellence in Customer Satisfaction   British Gas is the UK’s leading energy supplier, serving around 11 million homes, as well as providing energy to nearly one million UK business supply points. Affordability is a key concern for both residential and business customers and our extensive coverage is both a strength and a responsibility. Our challenge in 2014, as an energy industry, is to innovate to drive growth and service excellence while continuing to work hard to win our customers’ trust. We are working with our customers to change British Gas for the better.     Genuinely Helpful customer care and Meaningful Conversations   British Gas ventured into the social media world, with  no clear direction, guidance or understanding of how to operate in this area. 18 months ago we had 4 people skilled to deal with contacts on Twitter and Facebook however, we only had 1 person responding to contacts for c6 hrs per day and this was only if calls were not busy or they weren’t needed on webchat.   Today we have a team of 16FTE responding from 8am to 10pm 7 days.   We have an always on approach and interact with commentators not only coming to our channels for customer care, but people talking about life events and situations, where we feel we can be genuinely helpful to them through personalised conversations and content. This is how we see Social Media for us moving forward:   ‘To lead British Gas to Smooth Running, by having millions of meaningful & helpful conversations...   Building trust in a brand where little exists today   Our customers are at the heart of everything we do, every time we speak with them   We asked all our followers across Twitter, Facebook and Google+ for their opinions, to make sure we could meet their expectations.   Response Times 17% of customers expect to be responded to in under 1 hour 34% want a response within a few hours 36% are happy with the end of the day 13% are happy to wait a couple of days   This points to the fact customer don’t want an immediate response, they just want the right response   What are they interested in? 62% come for customer service 61% for Energy saving tips 61% want money saving tips   This shows us our followers don’t want us to sell to them through our content but they want us to help them reduce their bills through helpful advice and information.   So how did we change and try to rebuild trust?   LSW This allowed our social care team to spend time dealing with the customer instead of filling our excel spreadsheets, whilst all our MI was taken care of by the platform.   Response Times Our customers said they didn’t need an immediate response, this allows us to take the time to make sure we do everything for the customer and as a result have set our General response time to 2.5hrs. However, we believe response times do matter, when they matter. We therefore differentiate between different situations: Vulnerable customers 30mins – Having heating or not can be a life or death situation for our most vulnerable customers. LSW allows us to recognise these and prioritise, so they are dealt with immediately. Time sensitive (appointments) 45mins – Tweeting asking us where an engineer is, when you need to go on the school run, is a priority, in that moment.   Multi-Skilled agents 74% of customers contacting us have already contact BG through another channel and have been failed by that channel, we had to make sure when they came through to us, we were the final contact. Against standard procedure in British Gas, we have upskilled the social care team across all business areas, with a target of less than 10% of contacts being transferred out of the team.   Responsive and no flushing We believe everyone who mentions British Gas has the right to have their comment read. Our care team then make the decision on whether to respond or not. We respond to 93% of comments across Facebook and Twitter and choose not to respond to continual trollers or commentators who we are in Legal dispute with.   What did our customers think about the changes?   NPS All customer care conversations are issued with our NPS survey with our key questions representing the increases below, after changing the way we work and putting the customer first:   On a scale of 0 to 10, with 0 being not at all likely and 10 being extremely likely, how likely are you to recommend British Gas to a friend, family member or colleague? -9 Mar 2014 +18 Mar 2015   What is your overall opinion of British Gas on Social Media? (Top 3 box – customers who rated us Good, Very good or Excellent) 85% Mar 2014 100% Mar 2015   How would you rate the social media team who deal with your enquiry (Top 3 box – customers who rated us Good, Very good or Excellent) and Top box (Excellent) Mar 2014 Top 3 box 80% and Top box 70% Mar 2015 Top 3 box 100% and Top box 82%   These results represent significant changes to the way our customers see British Gas and interact with us on our social channels. Agent scores and channel opinion are significantly higher than voice, email and webchat and over the next 12 months we will work with these channels to feedback how the social media way of working, can be integrated into their areas. Ownership and full resolution in one contact is of paramount importance to social media care and this is now coming through in our results.   We’re doing something with Lithium no-one else is...   Proactive conversations – We’re doing something with Lithium no-one else is...   This year we have been reaching out to social media commentators who are in situations where they need help, but not mentioning British Gas. We’re having 800+ meaningful conversations per month with people to rebuild trust in our brand. We’ve worked closely with Neerav, Luke and the LSW team to manipulate the platform so these conversations can be identified, brought in and served to the appropriate team. This activity is about rebuilding trust in a brand, where it doesn’t exist anymore. If a commentator is talking about having a cold shower due to a broken boiler, we’re intercepting the conversation with a link to a self diagnosis tool on our website. This isn’t about selling our Home Service products, this is simply about showing the commentator we can be helpful. We step away from the customer once we have sent the helpful content and don't re-engage, unless the customer asks for it. Behavioural economics show, by being helpful in these types of situation, if presented with your brand in the future, you will be perceived in a more favourable light.   LSW allows us to have these conversations with influential commentators by delivering conversations from commentators over preset Klout.   This strategy is helping us build relationships with key influencers and stakeholders and has had a +5 impact on our brand sentiment score.   Proactive Conversations These conversations are having a +7pt impact on our brand sentiment, helping us combat comments similar to:     
Company: Cisco  Entry submitted by: Becky Scott (lolagoetz ), Jason Hurst (jashurst), Joana Dehanov (jdurande), Social Knowledge Program Managers Community: Tech Zone (techzone.cisco.com ), internal community Lithy category: Support Savi... See more...
Company: Cisco  Entry submitted by: Becky Scott (lolagoetz ), Jason Hurst (jashurst), Joana Dehanov (jdurande), Social Knowledge Program Managers Community: Tech Zone (techzone.cisco.com ), internal community Lithy category: Support Savings MVP   Cisco is the worldwide leader in IT that helps companies seize the opportunities of tomorrow by proving that amazing things can happen when you connect the previously unconnected.   At Cisco customers come first and an integral part of our DNA is creating long-lasting customer partnerships and working with them to identify their needs and provide solutions that support their success.   Cisco's Support Community   The Services Business Capabilities team at Cisco has leveraged Lithium's capabilities to empower engineers in Cisco's Technical Assistance Center (TAC) to easily capture knowledge created through collaboration, reuse it internally, and share it directly with Cisco customers. We implemented more than 80 custom components within the Lithium platform to deliver a solution called Tech Zone to the TAC organization that is optimized for their needs and integrated into their workflow. The TAC is staffed by over 3,000 engineers spanning 20 facilities worldwide, bringing support to Cisco customers in over 180 countries in 17 different languages. Tech Zone has become a preferred channel for TAC engineers to collaborate, and has transformed not only the way TAC manages their intellectual capital but how Cisco communicates, collaborates, and serves its partners and customers.   Our Innovations   Since its origins, Tech Zone has pushed the boundaries of what a Social Knowledge Management Environment is and what it can become. With the goal of empowering our support engineers to solve customer problems quickly and effectively, we have expanded the core capabilities of the Lithium platform by implementing many custom features to enhance the collaboration experience, streamline the support workflow, and provide additional channels for sharing content. Some examples are:   Raised Hand Subscription The "raise hand" feature allows users to draw attention to a discussion in progress in order to ask for additional help. Subject matter experts can subscribe to raised hand events as they do to other content, allowing them to be immediately notified when other engineers need assistance. Solution Buddy An internally developed tool we call Solution Buddy uses the Lithium APIs to integrate the platform with the salesforce.com instance TAC engineers use to manage support cases. It powers reuse of Tech Zone content by automatically surfacing relevant content within the salesforce.com interface, thereby enabling engineers to find answers to customer problems quickly without the need to search or leave their case management platform. It also lets them link relevant Tech Zone content to support cases, thus helping others solve similar problems in the future. Flag for Improvement With the proliferation of articles in Tech Zone, content was becoming outdated or sometimes contained errors. We addressed this by implementing a document maintenance process. Users can click a link to flag any article that needs improvement. Then they must choose an option that describes why they flagged it (critical information needed, inaccurate information, duplicate content, etc.) and provide comments explaining what needs updating. Flagged articles enter a Knowledge Base Article Dashboard re-purposed to manage the process of moving them through the improvement workflow, and an email notification is sent to the users responsible for the article. Those users then submit changes for review by the flagger or moderator. When the changes are accepted, the article is updated and exits the flagged state.   The screen shot below shows an article that has been flagged for improvement. The next available actions are shown in the Actions widget, which in different states could be: Flag for Improvement, Suggest Additional Improvements, Improvements Completed, and Review Improvements. Article Publication Workflow Leveraging Lithium REST APIs, we automated the process of publishing Tech Zone articles to our corporate website at Cisco.com and our mobile support app. Sharing the most valuable articles in Tech Zone multiplies their value by enabling customers to quickly find their own answers when and where they need them, thereby reducing the number of support cases they need to open. When an engineer reaches the rank of Associate Level 1 by participating in the community, they are given permission to "Nominate [Articles] for External Publication" from the Actions widget. Nominated articles are reviewed by technology specialists known as Technical Content Engineers, who then forward them to Technical Writers for further review and formatting before they are published to Cisco.com. The user interface includes links to move the article to the next step of the process and manage which users are collaborating to review the article. A Publishing Life Cycle widget lets users know the state of articles within the publishing pipeline.     Business Impact   Our innovations have increased productivity and reduced costs. The business impact driven by Tech Zone has grown significantly since the community was launched.   User activity in Tech Zone has increased steadily each year. We have driven user engagement through the unique use of leaderboards, and competitions such as Knowledge Champions League and TACode. As of the end of March 2015 there have been: 55,000+ Discussions Started 201,000+ Replies 32,000+ Articles Created 44,000+ Article Kudos 18,000+ Article Case Links 1,700+ Articles published to Cisco.com Our engagement initiatives and innovations both promote and facilitate user activity that leads to cost savings. Tech Zone articles shared with customers by publishing to Cisco.com and our mobile support app have saved Cisco over $24M so far this fiscal year (Aug 2014 through Mar 2015) by avoiding additional support cases, and are projected to save over $36M by the end of the year (July 2015). Last fiscal year the savings were over $17M, so the savings have nearly doubled year over year.    Cisco has embraced knowledge in an unprecedented way in order to transform our business and drive the success of our customers. The success of Tech Zone has proven that the Lithium platform is much more powerful than discussion boards. By pioneering new methodologies and human-centered behaviors that are not led only by tools, we have evolved to truly "social" knowledge management, which provides just-in-time, as well as institutional learning. Any organization can transition from email communications to a collaborative environment where knowledge valuable to the organization and its customers is naturally captured, enhanced, and reused by the community, and users that create and curate that content can be empowered and recognized. As word of our success spreads, our engagements have expanded to include onboarding Cisco Engineering, Professional Services, and Sales organizations, as well as expanding our technical support community to include Cisco Partners.
Company: Vodafone UK  Entry submitted by: James Butler (Butlerj7) Digital Product Manager Community: Vodafone UK eForum Community  (http://forum.vodafone.co.uk/) Lithy category: Social ROI Titan   Vodafone is one of the world's leadin... See more...
Company: Vodafone UK  Entry submitted by: James Butler (Butlerj7) Digital Product Manager Community: Vodafone UK eForum Community  (http://forum.vodafone.co.uk/) Lithy category: Social ROI Titan   Vodafone is one of the world's leading mobile communications providers, operating in more than 30 countries and in partnership with networks in over 40 more. Across the world, we have almost 360 million customers and around 19 million in the UK.   Primary Objectives for 2014 Improve deflection from assisted service channels [Calls, LiveChat] Improve commercial leads Increase community engagement   Improve deflection from assisted service channels [Calls, LiveChat] Community deflection from assisted channels increased in FY 14/15 by 2.4% YoY to 22.8%. Deflecting 2.2 million customers from assisted service channels.   How we achieved this: Increase visibility of solved topics: In the three months after optimisation the total number of solutions had increased by 18% and total solution visits had increased by 16%.   Increased traffic to self-serve content: Traffic from Contact Us page to Community increased by 41% YoY as more customers select it as channel of choice. Since launching new custom component functionality in Sep 2014, 21,000 visitors have navigated directly to self-serve tools.   Improve commercial leads In FY 14/15, on average, 800 orders a month visit the Community on their way to checkout.   How we achieved this: Promotion of new devices and services: Custom component banners are seen by 130,000 visitors a week, generating high CTR and awareness. Blog content integrated: Rich content added into blog templates on the Community driving further awareness and encouraging discussions.    Increase community engagement In Aug 2014 we launched the Premium Gameification module, with 26 badges and a review of our on-boarding experience. Since launched, 205,529 badges have been awarded, with 10 new members identified and added to our nurturing programme to develop Super Users.   Here is an overview of their activity since registering [Aug 14 – Mar 15]: Number of Posts 354 Total Posts Read 14050 Gross Thanks Given 127 Gross Thanks Received 496 Total Minutes Online 6778 Accepted Solutions 11 Total Sign ins 439   How we achieved this: Use bespoke functionality to identify potential Super Users: New members must achieve the first 5 ‘core functionality’ badges before unlocking further badges [Post, Reply, Give Kudos, Receive Kudos, and Update Profile]. This means that highly engaged users are identified early. Additional business results   After launching Premium Gameification, we observed an increase in engagement across all of the core activities we targeted, with a 20% increase in kudos and a 7% increase in solutions.   3 months before 3 months after Topics 4,466 5,590 Replies 28,777 [6.4 Replies per Topic] 35,319 [6.3 Replies per Topic] Kudos 16,540 [3.7 Kudos per Topic] 19,845 [3.6 Kudos per Topic] Solutions 588 [0.1 Solutions per Topic] 634 [0.1 Solutions per Topic] Total Tagged Messages 928 978                         In order to earn the Welcome to the Community badge, awarded for completing the first 5 ‘core functionality’ badges, members would need to fill out a profile bio.   Of the new members who we identified as potential new super users, the vast majority of them personalised their avatar, give a detailed biography and completed all other relevant fields [what device do you have, are you PAYG or PAYM customer]. Here are some great examples:    
Company: Consorsbank  Entry submitted by: Clemens Eckstein (CCornerstone) Senior Expert e-Business Community: Die Wissenscommunity von Cortal Consors ( https://wissen.cortalconsors.de ) Lithy category: Total Community All Star   Conso... See more...
Company: Consorsbank  Entry submitted by: Clemens Eckstein (CCornerstone) Senior Expert e-Business Community: Die Wissenscommunity von Cortal Consors ( https://wissen.cortalconsors.de ) Lithy category: Total Community All Star   Consorsbank by BNP Paribas is a leading direct bank in Europe that prides itself on “liberating clients from the restrictions of classic banks.” The digitalization has changed our daily lives – and that’s what we have translated to banking. Our broad product offerings, useful tools and the platform for customer ideas allows us to create the banking of tomorrow together with our customers.   The bank’s brand is built on the concept that financial investors hold the power to make the best decisions for their investments, and its goal is to provide product offerings that help achieve this objective.   Consorsbank is an online bank with no branches, therefore there are limited number of opportunities for the bank to connect with its customers in traditional ways. The bank wanted to create a social environment where they could better understand the needs of their customers, help them solve problems and build trusted relationships. Market factors also dictated the need for Consorsbank to differentiate itself from the increasingly competitive landscape and deliver on customers’ extreme expectations.   The bank was inspired by its challenges to move beyond the outdated “knowledge base” on its website and create a Total Community experience for private investors. The company envisioned a social community for the full gamut of investors, beginners to those with decades of experience. Consorsbank planned for a community where private investors could feel comfortable sharing knowledge, offering peer-to-peer support, and providing investment advice. Always on the forefront of innovation, Consorsbank also wanted to allow their customers greater influence and involvement in the company’s offerings by giving them the ability to rate the bank’s products and services.   Benefits of having a Lithium Total Community   In order to create a customer community that would meet these diverse needs, Consorsbank turned to Lithium to provide the Total Community software platform. Now Consorsbank’s Lithium-powered community boasts more than 14,000 community members with more than 8,500 posts. It gives customers a voice and builds trust between the bank and investors.   The main feature of the community is Consorsbank Websection Knowledge base, monitored by the bank’s community manager. It gives customers a voice and builds and gathers trusted user-generated content. The platform offers real and up-to-date help for customers, and provides a place for them to discuss financial markets and have their questions answered. Many long-term customers have significant knowledge and experience in a wide array of banking topics, and the community allows other members to tap into their insight. Additionally, a blog written by the bank’s subject matter experts allows Consorsbank to provide professional education to their community members.   Ideas Consorsbank Community Ideas is an aspect of the community that asks members to help create “ the bank of the future” - it’s a place for investors to share their wishes and proposals for the bank of tomorrow. The bank provides the community with bi-weekly themes to help drive the conversation. In addition, members evaluate products, compare prices and services, and suggest features to help make banking products transparent. This activation has produced 150 innovation ideas within 2 months.   Ratings and Reviews What really sets Consorsbank apart from other financial institutions is its Ratings & Reviews. Customers can rate and review the bank’s products and services and give feedback. Consorsbank is one of the first banks in Europe to drive this level of feedback and transparency with its customers.   “This is a bold move for us since it puts great power in the hands of our customers,” says Clemens Eckstein, Social Solutions Architect and Project Head at Consorsbank. “By allowing this open and public feedback from existing customers on our own platform, we provide absolute transparency into our strengths and weaknesses.”   The program has validated the importance of transparency and increased the bank’s conversion rate by 30% which was an increase of 1,500 customers per week.   Customer Voice 2.0   Consorsbank set the bar high with its Customer Voice 2.0 roadmap. Their goal was to transform themselves into a customer-centric company. By using Lithium’s Community Platform, they were able to leverage the ideas, knowledge and feedback from all of their customers. In doing so, Consorsbank is allowing customers to be active participants in developing an even more effective foundation for their money decisions, while also further enhancing the bank's connections with its customers. The trusted relationships they are building with their customers encourage open dialogue, brand advocacy, and loyalty. Customer Voice 2.0 is also extremely valuable to internal stakeholders by giving them valuable and immediate feedback regarding their products and services. Thus, it helps them to define a roadmap together with their customers.   Our Total Community results   In the first year the Consorsbank Community saw outstanding business results:   The average rating for current account holders is 4.3 out of 5 stars Increase of conversion rate by 30% netted 1,500 new customers each week 260 Ratings & Reviews by customers with more than 80 Comments 40% increase in click-through rate on banners showing Ratings & Reviews Unique Visitors increased by over 300% 17,000 community members 150 Community Innovation Ideas within two months Because of the success of the social platform, the marketing campaign introducing the new “Consorsbank” brand featured community as one of the main selling points. The campaign also included a commercial.    
Company: KPN  Entry submitted by: Lourens Reijgersberg, Hugo de Vries, and Thomas Pel (ThomasPel) Social Innovations Manager Community: KPN Community  (http://forum.kpn.com )  Lithy category: Most Creative Community Promotion or Launch ... See more...
Company: KPN  Entry submitted by: Lourens Reijgersberg, Hugo de Vries, and Thomas Pel (ThomasPel) Social Innovations Manager Community: KPN Community  (http://forum.kpn.com )  Lithy category: Most Creative Community Promotion or Launch   KPN is a leading Dutch provider of ICT services. With a wide range of products and services, we operate with different brands many different customer groups – both at home and abroad. From prepaid calling in the US, to interactive HD television in the Netherlands.   The goal of our Community promotion   At the close of 2014 the KPN Community team got together and aimed to achieve a number of goals simultaneously in the first quarter of 2015. All of these goals would prove to be beneficial for both our customers as well as our peers in other departments.   To support the communication of our brand message and to maximize conversation surrounding the added value of KPN services of products we would set out to develop a fresh version of the KPN Blog which would include a new design and a number of new features, which included commenting via Facebook, whatsapp sharing and a clear categorization by connecting with the company wide / marketing content strategy.   To make sure our customers got a community experience which would beat their expectations, we developed a customized theme header. This ensured they wouldn’t miss out on relevant,  new or trending content from any part of the community (eg. Forum, blog, co-creation platform or even the TKB). Relevancy was the key goal here, so the theme header would function contextual and content would be relevant to the environment you are in. Theme header would also function as a bridge between different parts of the community and connect them in a seamless way.   At last, but certainly not least, the new blog had to be fully mobile supported to service the mobile traffic which was already about 70% of the total traffic of the blog. This was an important  pre-requisite in this endeavor and had to be executed in a way that would rival the most popular Dutch blogs.   Our strategy     The strategy of executing this many innovations simultaneously was to go live with a big bang and overwhelm the community with a lot of added value at once. This was set for the Easter weekend at the beginning of april and ingenuously combined with an ‘Easter egg hunt’ which was promoted via our external social channels. This ‘hunt’ would take our customers through the entire platform and playfully introduce them to all the added value that was now available.   At the same time a co-creation project started specifically aimed at the mobile environment. Customers we’re encouraged to suggest new features and uncover bugs that we might have missed. After all, even though we are a telco we simply don’t have all the handhelds at our disposal .. but the community does!   Meanwhile the theme header would be populated with content that was partially handpicked by community members, thereby making sure that the highlighted content was supported by the community.   Our results   Despite only happening a couple of weeks ago, we are already seeing some very promising results from the innovations and the promotions that we used to launch them.   The first blogpost on the new blog received 16 comments in the first days it was live, which was huge compared to the average 1 or 2 comments that most of the ‘old’ blogs used to receive. This is accredited both the easter egg promotion which directed a lot of people from Facebook directly into the blog post and the Facebook comments which are now possible.   The content that was highlighted in the theme header saw on average a 40% uplift in visits compared to content that wasn’t. This was especially true for blog and TKB content highlighted in the heavy trafficked parts of the forum.   As mentioned before, these promotions have taken place very recently, so we’re expecting most of the results to follow in the next few months.   Our video            
Company: KPN  Entry submitted by: Lourens Reijgersberg, Hugo de Vries, and Thomas Pel (ThomasPel) Social Innovations Manager Community: KPN Community  (http://forum.kpn.com )  Lithy category: Support Savings MVP   KPN is a leading D... See more...
Company: KPN  Entry submitted by: Lourens Reijgersberg, Hugo de Vries, and Thomas Pel (ThomasPel) Social Innovations Manager Community: KPN Community  (http://forum.kpn.com )  Lithy category: Support Savings MVP   KPN is a leading Dutch provider of ICT services. With a wide range of products and services, we operate with different brands many different customer groups – both at home and abroad. From prepaid calling in the US, to interactive HD television in the Netherlands.   Meeting business goals and driving success with the KPN Customer Community In 2010 KPN set out on a journey to realize the ambition to become the best Dutch service provider in 2015, whilst also making a shift left and become an ‘online first’ company. The introduction of the Lithium community in 2011 was one of the key strategies to fast-track both ambitions.   From 2011 through 2013 the community has been experiencing a gradual growth of Dutchies interacting with each other around the KPN brand, products and services. Averaging around 2500 posts, 200K visits and 28000 answers found every month in 2013, the community eventually brought in 1,7M Euros in cost savings through call deflection at the end of 2013.   These results opened up more internal support and 2014 held the promise of becoming the year to professionalize and innovate the community in ways that hadn’t been done before. More manpower was added to the community team and internal development capacity was brought in to ensure maximum growth for the community, all the while adding up to the ultimate goal of becoming the best service provider for our clients.   Driving activity by adding Lithium badges KPN was the first customer worldwide to release Lithium Badges as part of the betáprogram and did so with great success. The added feature of well-designed badges rewarding various forms of activity (posts, kudos, accepted solutions) resulted in a 10% increase of activity among the lower and medium ranked members on the forums.   Customer driven Community Re-design In 2014 the entire KPN Community was revamped with a fresh, innovative design that implemented a number of features requested by the community, while still staying true to the broader brand-style. The addition of TKB and the profile gamification widget in particular we’re exceptionally well received by our userbase.   MyKPN Betá In august of 2014 the release of a dedicated co-creation platform on the community –aptly named ‘OurKPN’- coincided with the release of the new MyKPN portal. All the betáphase testing of the new KPN Client Portal (aka MyKPN) was done with community members, resulting in more actual client feedback than ever before and eventually in a better product!   Connecting employees with the Community In an effort to open up the immense amount of knowledge available in the minds of our employees for the community, we decided to connect our internal social platform for KPN employees (TeamKPN) to the community. Questions asked on the community can be highlighted in TeamKPN in an effort to involve employees with the relevant –often niche- knowledge in the discussion.   KPN Community driving change and innovation in the organization The addition of the community as an fully grown customer channel has driven a number of changes in our traditional customer care approach and some nifty innovations in the slipstream of said changes. While a certain amount of hesitation was expected from our side, these changes have actually been welcomed and applauded as a useful addition by the customer care organization.   Improved FAQ’s Clients connect and communicate with other clients in a manner that is rather different from the way most companies interact with their clients. This in itself isn’t much of an eye-opener, however when it comes to explaining detailed technical features or innovations around a particular product or service, this knowledge can be put to good use. We noticed that in some cases, community members were in actually better at explaining our products in a user-friendly way than we were. This led to us integrating community content within our existing internal and external FAQ’s and actually asking the community pro-actively to comment and feedback on some of them.  A large number of FAQ’s have now been curated through co-creation and their appreciation value has risen significantly since.   Customer Care using community content and TKB To maximize the use of community content and make the knowledge available to customers who haven’t been on the community yet, we made use of the integration options between Lithium and Salesforce. Through Salesforce knowledge our customer care agent now have the ability to pull relevant answers from the TKB and community content and share this with customers via phone, e-mail or other social channels.   KPN Community facts and figures 2014     The effect of all this added value to the community was overwhelming. The KPN Community experienced a dramatic increase in activity in it’s already active userbase. The number of monthly posts grew to 4000, which in turn led to even more customers finding their answers on the community. A massive number of 1 million answers were found in 2014, resulting in a cost saving of €4,5 million euros by the end of the 2014!   2015 and beyond The thriving state the community is at right now opens up countless possibilities. For the near future we are planning to enhance and innovate the platform even further, adding things like theme headers, a full blown co-creation platform and a smooth mobile design. From a community management perspective the focus will be on expanding the pilots and co-creation efforts as those are definitely something our members appreciate and the further professionalization of the superuser program. We’re looking forward to it!  
Company: Telefonica O2 UK  Entry submitted by: Marjo Hallapera (marion101) Head of Community Community: O2 UK Community  (http://community.o2.co.uk/ )  Lithy category: Support Savings MVP   The O2 UK is a Telefónica-owned company, m... See more...
Company: Telefonica O2 UK  Entry submitted by: Marjo Hallapera (marion101) Head of Community Community: O2 UK Community  (http://community.o2.co.uk/ )  Lithy category: Support Savings MVP   The O2 UK is a Telefónica-owned company, managing communities on an international scale in order to optimize and enhance the way in which brands interact and engage with their valued customers. One such community is O2 UK. With more than 20 million customers, O2 is one of the largest mobile telecommunications providers in the United Kingdom. It is supported by Telefónica whose strategy is to become the leading global communications company in the digital world with a goal of opening new pathways, which continue to transform possibilities into reality for their customers.   The O2 Community has gone from strength to strength in 2014, utilizing user-generated content (UGC) and site navigation in a number of ways to ensure our community content is as useful and cost-effective as possible.   Guides created by members on the O2 Community are consistently detailed, accurate and attract the trust of other members due to the supportive atmosphere encouraged and maintained by our Community Team. UGC is consistently useful for customer awareness and deflection to the 500,000+ unique users coming to our community every month.   Due to the high quality of the content created, we have begun to integrate it into our business on a wider scale. One guide for example is used for network self-diagnosis, a commonly queried issue in any telecoms company. This single community post, when used on Twitter, turns a normal 3-tweet customer interaction into a single tweet, attributing to a major cost savings per year. It frees the time up of many advisors, making them considerably more efficient. In 2015 we will repeat this process with a number of products and services, ensuring that our community content forms an even stronger base of knowledge. Below is a snippet of one of our great UGC pieces, with 280,500 views and constantly counting:   We welcome UGC in a number of forms. In 2014 alone, the community welcomed 47 video guides to be used by other customers. These video guides (including iPhone self-help, Operating System tutorials, etc.) have been created at absolutely no cost to O2, but can be used to help other customers as any professional video could – producing a single video elsewhere could otherwise cost the company $7k. This process also enables our customers to contribute to the business they use, and ultimately, to feel as valued as they truly are.   Due to the high volume of visits to certain pages on the community, such as details on services and products, they have attracted a high SEO value to the business. We have utilized this high volume by adding banners for other products within these community pages. This creates a huge amount of awareness for these products, as well as ensuring the community and its potential is tapped into as much as possible. This approach also mirrors in our OS and device announcements, where we often attract over 20,000 views to single update posts that are also shared across the web.   Finally, we have created a campaign within the community to help members to decide on which devices to purchase as a result of peer reviews. Try the Tech allows members to ‘borrow’ devices from us for a few weeks to test out. Every tester writes a thorough review and each content piece creates vibrant discussions about which devices to purchase. The quality of these reviews is so high that device manufacturers have reached out to us in order to gain high quality reviews on brand new devices that will increase sales. Testing and reviewing a device also gives the members more knowledge about the device itself and thus helps them out when offering advice to others on the community. Check out the link below for an example of the quality of content we attract.   Samsung Galaxy Note 4 review (TryThe Tech)   On top of all of these aspects of benefit the community provides for O2, the peer-to-peer advice concept methodology is ever-present, with members offering advice every day. The average response time on the community (when analyzing a full 24 hour cycle) is consistently under 300 minutes and often under 200 minutes, ensuring that any members who enter will have an answer quickly and efficiently. Our regular members are here each and every day, offering insights as well as advice. They have an online home in the community, which is easy to see when we consider that one of our more regular members posted more than 16,000 times in 2014.
Company: SuccessFactors  Entry submitted by: Danielle Beeken (dbeeken ) Global Director, Customer Adoption Marketing Community: SuccessFactors Community (community.successfactors.com ) Lithy category: Marketing Champion   SuccessFac... See more...
Company: SuccessFactors  Entry submitted by: Danielle Beeken (dbeeken ) Global Director, Customer Adoption Marketing Community: SuccessFactors Community (community.successfactors.com ) Lithy category: Marketing Champion   SuccessFactors provides the leading cloud-based SuccessFactors HCM Suite, which comprises solutions that are complete, beautiful, and flexible, and which can help you optimize your workforce today and prepare it for tomorrow. SuccessFactors solutions are supported by a global partner ecosystem and the experience and commitment of SAP. Our solutions are innovative, but we also deliver process expertise and best practices insights from serving our broad and diverse customer base. Today, with more than 4,000 customers and 27 million subscription seats, we serve organizations of all sizes, from the large enterprises to small businesses, across more than 60 industries, in more than 177 countries, and in 37 languages.   It’s time to love work again! This motto is at the heart of our business. SuccessFactors, an SAP company, provides workforce management software designed to support the employee lifecycle, from recruit to retire.  Our customers support over 20 million workers in 177 countries, making SuccessFactors Human Capital Management (HCM) software one of the most adopted cloud-based solutions in the world. Our customers have a vision and vast goals to attract the best talent, align their workforce, optimize employee performance and gain workforce insight to make strategic decisions about their business.   Like any world-class technology company SuccessFactors develops applications that are relevant to our consumers. However, we understand that having great products is not enough. Without customer support built into the core of our business we would not be considered the leader in our industry. Lithium’s online community platform has played a significant role in helping us provide true support to our customers. Our Customer Community is a competitive differentiator and an important part of our marketing strategy. It is the gateway to fully realizing the value of our products and services and as marketers we shout this fact from the rooftops.   In our Community we bring together customers, product and support experts, industry thought leaders and implementation partners from around the world.  The knowledge exchanged in our Community is an indispensable resource for both new and established customers.    Our Community is a hub for training, implementation resources, documentation, events, and user group interaction. Members stay informed on new features, product updates, and news on HR trends and predictions. This is the place where product-enhancement ideas are shared and discussed with our product managers, providing critical feedback for advancing our products to new levels of innovation and business efficiencies.   Our Community is 34,000 + strong and growing by an average of 1,300 new members each month.  Not only is the Community growing in members but in time spent online.  Per month page views range between 200,000 and 300,000 and we see approximately 360 new ideas shared and over 2500 kudo clicks.   We’ve found that customers who engage in the Community have increased success and longevity with SuccessFactors. When customers find what they need, have their issues resolved, and get their questions answered, they are happy and eager to help others. It’s a win-win for everyone.     In addition to Lithium’s impact on our support and customer adoption marketing efforts it is also a valuable vehicle for education and brand awareness. Multiple marketing campaigns pump fresh content into our Community, which drives engagement and new membership. We’ve had remarkable success with our one and only “open” board that showcases our amazing thought leadership to the world. The “Did You Know” campaign has allowed end user customers to find the community destination doubling daily registration and adding valuable content with 100’s of posts with 1,000,000’s of page views. Did You Know? has a committed following of loyal influencers that use Lithium’s social share functionality to spread awareness and meaningful content to their communities.     Our team is also using Lithium to educate and influence our parent company’s on-premise HR customers to move to our cloud-based technology.  Moving to the Cloud from an on-premise solution can be an intimidating transition. There are many roads to success when taking on this endeavor.  Our “Welcome to the Cloud” marketing campaign invited our SAP HR family to join our Community and learn more about the advantages of cloud-based technology. Without In addition to valuable content, entry into our exclusive Community facilitates peer to peer conversation which expedites learning and reference inquiries. Our membership has increased by 8% since this campaign began in January, 2015 and we anticipate sales revenue to follow this uptake in interest from our on-premise customers.   Online engagement is a privilege of our time but our Community also supports in-person experiences for our customers.  Customer champions and super users are hosting “live” engagements that promote knowledge sharing across the SuccessFactors’ customer community. Each event focuses on effective talent management process design and deployment. VIP engagements are complimentary and exclusive to SuccessFactors customers as part of their current investment with our technology.  Thanks to Lithium’s interactivity customers learn about these events and participate in conversations before and after the “live” session to further enrich their experience.   Finally we want to bring attention to our customer excellence awards program. Our community hosts the SuccessConnect HR Excellence Awards annually. This program drives customers to tell their success story in their own voice and generates an exceptional amount of engagement through live voting. We use Lithium’s kudos click to cast votes. Thousands of votes were counted for our 2014 awards. The winners received a free pass to our SuccessConnect conference and an awards reception with leaders from our executive team. This is one of our favorite customer marketing opportunities because we get to uncover compelling customer stories and references and recognize and celebrate our customer’s accomplishments.  
Company: Canon  Entry submitted by: Patricia M. DiPasquale (pmdCanon ) Sr. Manager, Digital Marketing Services Community: Canon Community (community.usa.canon.com/ ) LSW social channels: Facebook, Twitter, Instagram  Lithy category: ... See more...
Company: Canon  Entry submitted by: Patricia M. DiPasquale (pmdCanon ) Sr. Manager, Digital Marketing Services Community: Canon Community (community.usa.canon.com/ ) LSW social channels: Facebook, Twitter, Instagram  Lithy category: Total Community All Star   Canon U.S.A., Inc., headquartered in Melville, New York, is a leading provider of consumer, business-to-business, and industrial digital imaging solutions to the United States and to Latin America and the Caribbean (excluding Mexico) markets.   With approximately $31 billion in global revenue, its parent company, Canon Inc. (NYSE:CAJ), ranks third overall in U.S. patents registered in 2014† and is one of Fortune Magazine’s World’s Most Admired Companies in 2015.   † Based on weekly patent counts issued by United States Patent and Trademark Office.   Our road to Lithium   The Canon approach to taking on new social platforms is that each has to meet objectives not already covered by other platforms, as well as being able to serve different audiences. There is crossover, of course, but there are unique characteristics as well.   Knowing that the conversation would go on with or without us, we decided to bring that conversation closer to home where we could be a part of it. We set out armed with a list of business objectives, criteria for success, and must-have requirements. After extensive research and comparing the features of available forum platforms, choosing the Lithium-powered Community was a no-brainer.   Of the seven business objectives set for our social platforms, the two main objectives we sought to fulfill with a forum were: Support our customers and build brand loyalty Gain customer insights & feedback   We don’t want to say that either of these are a problem, but the Forum was most certainly the solution. The Canon Community grew quickly, averaging well over 1,000 new members and over 200,000 unique visitors every month. Many answers come from the Community, but our Customer Support Center is there to fill in the gaps.   As one could imagine, having to moderate the Forum, Facebook, Twitter, YouTube, LinkedIn, Instagram and Vimeo for the wide range of Canon products, takes a lot of eyeballs and a variety of skillsets. However, once Lithium Social Web announced the inclusion of images as part of the moderation platform, we knew it would be the closest thing to a magic bullet that we could get.   Benefits of a Total Community   As stated earlier, LSW has transformed how our Customer Support Center operates. Previously, the forum was moderated by manually refreshing the page to review the latest posts. And rather than having to figure out where the last moderator left off via sticky notes and email, the tool clearly indicates where the next moderator can start his or her shift.   In regards to digital strategy, LSW allows for a more controlled social environment, meaning that there isn’t as much of a fear factor as there once was when introducing additional social platforms. The ability to moderate the Forum, Facebook and Twitter from a single location, have an automated workflow, and metrics that would satisfy the most finicky of analysts, truly made a difference for our Customer Support Center.   Every post made on the Community, Twitter or Facebook comes into LSW so the team can moderate, escalate, and assist as needed, ensuring that no posts are missed, and that the team can quickly act on trends. The moderators are also able to provide feedback on product complaints and work with product managers at Canon headquarters to help resolve customer issues as soon as a post is made.    Total Community results   While we do not have specific numbers to share, implementing LSW has increased efficiency across the board. The only growth in Customer Support headcount has been when new social channels have been added to the mix. And not even in the quantity that was originally forecasted, which is a huge savings in what is possibly the most expensive cost factor: human resources.   The tool has also improved the moderation of specific hashtags and handles, making it easier to watch for tweets from specific individuals, as well as easily add new hashtags as we see something that needs to be monitored.   By using the filtering functionality, Customer Support is able to weed out tweets from spam-generating handles. This has ensured that the moderators are viewing relevant customer interactions rather than spending time closing out spam.   Lastly, the metrics coming out of LSW have allowed the Customer Support Center to get real insight into the productivity of moderators in a way that they haven't been able to before. This information has been useful for providing a good baseline to create future performance goals for the moderators as well as to schedule staff adequately in the present.   We have received positive feedback from our Customer Support Center, which gives us the affirmation that our solution is working, internally and externally. Here's an example of the feedback we recently received from our Customer Support Center:   We're really happy with LSW and the support team at Lithium.   I wish we had some way to compare pre-LSW to now.  Getting LSW is like going from filling out stacks of paper forms to getting a computer and doing everything electronically; it's such an improvement.  We previously had to record every fan interaction manually (name, date, comment, platform, etc.).  Now, everything is done in a few mouse clicks.  It's honestly made a huge difference in our productivity and has allowed us to concentrate on fan interaction instead of record keeping.        
Company: Foxtel   Entry submitted by: Skye Forrester (skoogle) Head of Digital Customer Contact – Social Media & Community Community: Foxtel Community  ( http://community.foxtel.com.au/)  LSW: https://www.facebook.com/FOXTEL, https://twitte... See more...
Company: Foxtel   Entry submitted by: Skye Forrester (skoogle) Head of Digital Customer Contact – Social Media & Community Community: Foxtel Community  ( http://community.foxtel.com.au/)  LSW: https://www.facebook.com/FOXTEL, https://twitter.com/Foxtel, https://twitter.com/FOXTEL_Help Lithy category: Total Community All Star     Foxtel is one of Australia's most progressive and dynamic media companies, directly employing more than 2,500 people, and delivering a diverse subscription television service to both regional and metropolitan areas over cable, satellite and broadband distribution.   With our fast-growing customer base, almost 870k Facebook Likes and 100k Twitter Followers (as of 22 April 2015), the company required a robust and integrated solution to manage and service both customers and non-customers online – a fresh (but in-demand) approach to support and relieve the company’s traditional and heavily trafficked inbound/outbound call centre. Central to our needs was the ability to (1) respond to Social Media enquiries with accuracy, speed and ease and (2) create the online destination, Foxtel Community, to tap into the audience’s passion for our industry and product; increase customer advocacy and engagement; and achieve call deflection through peer-to-peer and self-servicing.   Enter Lithium.   Benefits of a Total Community     Foxtel Community and Lithium Social Web (LSW) are managed in-house by the Digital Customer Contact Team (DCCT). DCCT is responsible for helping existing and prospective customers with all Foxtel servicing enquiries received via digital channels:   With the team split across two sites at either end of the country, it was imperative to equip agents with the right tools, training and ongoing support to provide a seamless and cohesive customer experience. To this end, LSW enables and supports us to:   Respond to all enquiries directed to Foxtel in Facebook and Twitter Take account level enquiries ‘offline’ to manage via phone, email or chat Refer escalated enquiries to our dedicated Customer Resolutions Team Moderate and implement a ‘3 warnings and you’re out’ system for page rule breaches to create a friendly, productive environment for all customers Integrate reporting to the wider business for a full customer journey view Crucially, LSW also enables early detection, root cause analysis and communication of customer impacting issues. In addition to the above, Lithium’s Community enables and supports us to:   Communicate customer impacting issues and updates through to resolution Conduct pilot/beta trials (closed groups) Troubleshoot with customers, the leading driver of visits to Foxtel Community Host our dedicated blog, The Green Room, to educate customers on our core offering – our programming Promote campaigns and products to increase customer satisfaction and company revenue Share Foxtel brand announcements Offer peer-to-peer and self-servicing options for contact deflection Build rapport with customers and potential customers to grow customer advocacy Contribute ideas, feedback and innovations to Foxtel products and services Implement a gamification strategy to keep community members engaged and active, and create subject matter experts Provide 24/7 support to consumers on any mobile or fixed device Optimize our Community using built-in SEO tools   Our Total Community results   We aim to answer all social media enquiries (Facebook and Twitter) within two hours during business hours, seven days a week, while posts in Foxtel Community that haven’t had a peer response are actioned after 48 hours. In 2014, Lithium tools enabled us to action more than 480k servicing enquiries through social media, and play host to more than 920k unique visitors and 2.2 million page views. In 2015 (up until 19 April 2015), we have so far experienced 157k servicing enquiries through social media, 699k unique visitors, and 1.76 million page views.   Importantly, Lithium Community and LSW greatly assisted us to manage major customer events – including the launch of our new pricing and packaging structure and the launch of our latest Personal Video Recorder, iQ3 – that would have previously been challenging for the business to handle due to the increase in customer contacts.   Customer Advocacy across digital servicing continues to increase YoY as a result of structured workflow (LSW and Community) for digital servicing.    
Company: Vodafone New Zealand Ltd  Entry submitted by: Mike Hales (VF_MikeHales) Digital Content Manager Community: Vodafone Community  (http://community.vodafone.co.nz) Lithy category: Support Savings MVP   Vodafone NZ has been New... See more...
Company: Vodafone New Zealand Ltd  Entry submitted by: Mike Hales (VF_MikeHales) Digital Content Manager Community: Vodafone Community  (http://community.vodafone.co.nz) Lithy category: Support Savings MVP   Vodafone NZ has been New Zealand’s leading total telecommunications provider for nearly 20 years. It is a provider of mobile, fixed line telecommunication and television services over 4G, Fibre, cable and copper. It’s a key player in the wider New Zealand community through its Vodafone Foundation activities as well as sponsoring key music and sporting teams and events.   Our customer care business goals   Our core goal is to deflect customer call by either providing a dialogue and answer online or provide contextual links to relevant content that may also answer the question. So, we have implemented a programme of work to integrate FAQs (from RightNow) as well as User Guides (from World Manuals) in context in topics to draw customers to quick answers. Additionally, we have created sticky posts to sit at the top of topics to answer the most common questions. Finally, we have have embedded video content into topics and answers for the same reasons as above.   The changes we implemented   We have now provided prominent links and promotions from our most common service touchpoints to direct customers to the Community – on web, mobile and through Social Media such as Facebook and Twitter.   Our business results   Using the formula of Unique visitors X resolution rate X deflection rate X cost per call, supported by data from an online survey with a strong sample size, we have been able to prove cost savings of more than NZ $3 million over a 2-year period, we’re expecting in year 3 to further show an increased deflection rate through provision of further self-help content and tools.
Company: Webroot  Entry submitted by: Nicholas Tolstoshev (tolstoshev) Community Manager  Community: Webroot Community (https://community.webroot.com)  Lithy  category: Most Creative Community Promotion or Launch   Webroot is the ma... See more...
Company: Webroot  Entry submitted by: Nicholas Tolstoshev (tolstoshev) Community Manager  Community: Webroot Community (https://community.webroot.com)  Lithy  category: Most Creative Community Promotion or Launch   Webroot is the market leader in cloud-based, real-time internet threat detection for consumers, businesses and enterprises. We have revolutionized internet security to protect all the ways you connect online. Webroot delivers real-time advanced internet threat protection to customers through its BrightCloud® security intelligence platform, and its SecureAnywhere™ suite of security products for endpoints, mobile devices and corporate networks.   Webroot Brings the Online VIP Experience Offline!   This year, we’re proud to submit a Lithy nomination for “Most Creative Community Promotion or Launch” category based on an event we held for one of our super users. Here’s the story.   When the Webroot community was first started back in 2012, we set up a program to reward our power users and called it the Webroot VIP Program.  The community team built the program to recognize and reward the most active, influential members via a ranking system based on a combination of posts, kudos, accepted solutions, and other factors. The rewards were a mix of moderator abilities and gifts, and were based on members’ feedback so we were sure that they were the most valuable rewards we could offer.   One of the top rewards (at the Silver VIP level) was an all-expenses-paid trip to the nearest Webroot office, and in 2014 the first community member reached that level.  Known on the community as TripleHelix, Daniel Godin had been an active member of the community from the beginning.  He is a veteran of online communities and participates not only the Webroot community, but several other well-known communities.  His participation in various Microsoft communities earned him the coveted Microsoft MVP title several years running.   The Plan   When we initially determined the awards of each rank in the VIP program, we were unsure what the Silver VIP “visit the to the headquarters” would entail.  As Daniel approached this rank,  Anna Kim, Sr. Advocate Programs Manager, and I started to plan out what the visit would look like.  First we selected the date and length of the visit.  Daniel would fly in from Toronto and stay with us for two days.  Anna came up with an agenda of meetings with key teams that Daniel was excited to meet, and organized a welcome party for the first day.  I, as the person who interacted with Daniel the most, would pick him up from the airport and escort him around the office and go with him to meetings.  We set up meetings with folks form all different departments, from developers, to support, to marketing and the executive staff – even the CEO. We wanted to make sure his visit truly made him feel like a VIP.     The Visit – Day 1   When the day came, I drove to the airport to meet Daniel.  Things kicked off with him meeting the entire social media and community team, then jumped right into meetings with all the different Webroot staff.  He met with the senior product developers, a group meeting with the support, QA and threat research teams, and then followed up with a meeting with one of the top product managers.    Mid-day, we gathered the entire Colorado office together for a “VIP meet and greet” with a cake reception. Webroot employees were able to thank him in person and Daniel could take photos with them.     At the end of the first day we took Daniel into Boulder for dinner and some sightseeing.  After a bit of walking around, he was quite ready to call it an evening.  Between jetlag, travel, and a very full day, we’d worn him out, but he was very happy and excited.   The Visit – Day 2   The next morning Daniel had a breakfast meeting with our Executive VP of Products &  Strategy, Mike Malloy, after which Mike took him to a meeting of all of the executive staff and the CEO.  The CEO took him to the front of the room and introduced him and thanked him for all the help he had provided to Webroot through his participation in the community.  Then there was an opportunity for the executives to ask him questions about what he through of the product and any ideas for improvements he wanted to share. Daniel said that is really meant the world to him to be treated as he was by our executive staff – something that not many other companies would do.   He then hopped onto a Google hangout that Nic regularly leads for our VIPs. He mentioned that he had a surprise guest joining him and it was a fun delight for the rest of the VIPs to see Daniel standing with Nic (and a great way to encourage others to reach the Silver VIP level!)   His visit wrapped up with Daniel shadowing members of our community team and the best part – hitting the button to push our most recent product release live!   Positives outcomes from the visit Daniel’s first experience with Webroot was with a company called Prevx, that Webroot acquired and rebuilt their technology around.  The heart of Prevx was a whiz kid from the UK named Joe, who invented the new cloud-based technology.  Not only was he a programming whiz, but he also was a fan of online communities.  He participated in the Wilders Security Forum, which was a platform-agnostic place for security professionals and enthusiasts to discuss security and anti-virus.  Joe and Daniel connected there and became fast friends.  Joe instinctively grasped the importance of customer feedback through directly talking to customers, rather than getting that feedback through layers of employees.  He would give Daniel beta builds to test and ask him for his opinions on new features and design decisions.  Joe ended up leaving Webroot shortly before Daniel came to visit, to go work on another venture.  Daniel’s visit was well timed in that he got to make new connections with developers, product managers, and other folks here at Webroot, to replace the relationship he had with Joe.  As an outcome of this, we revamped our beta program and recruited more community members to work directly with PMs, devs, and QA in the private beta forum.  What started as an informal relationship grew to a formal beta program, thanks in part to Daniel’s visit.  We now have a Beta group with almost 200 members and thousands of posts discussing testing new features.  We got developers, QA folks and product managers posting in there and talking directly to customers, just the way Joe and Daniel used to. When Daniel visited Webroot, I had been with the company for less than a year.  I was still relatively new, and didn’t yet know as many people throughout the company as I needed to as a community manager.  Anna Kim is a 15 year veteran of Webroot, and the sister of the founder of the company.  She was able to use her knowledge and connections to select the right people to talk with.  Getting to escort Daniel to those meetings and helping facilitate them helped build connections for me as well as for him.  I got to know people at Webroot that I hadn’t met yet, and that helped propel the community to be more useful to employees at Webroot. We took many pictures from the visit and posted on the community to share Daniel’s visit with everyone, as you can see here: https://community.webroot.com/t5/Introduce-yourself-to-the/TripleHelix-visits-Webroot-HQ/m-p/126332 This allowed the rest of the community power users to share in the experience, and also be motivated towards the day when they would reach the VIP level and get their turn to visit.  That thread got over 1,000 pageviews, both for community members, users of the Webroot products, and Webroot employees. Meeting Daniel in person and getting to spend so much time with him cemented the relationship that we’d begun online.  That helped tide us over the ups and downs of any relationship (such as the time when I accidentally forgot to invite him to the new private Beta group and made him feel slighted).   Negative feedback from the visit: The one negative feedback that we heard from some Webroot employees was whether this visit was a suitable use of company resources.  Was it worth it to fly Daniel here, put him up in a hotel, and spend dozens of employee hours towards this project?  This showed us that the importance of customer feedback wasn’t completely well understood by everyone here at Webroot.  It made us realize that we still had work to do to evangelize the importance of community to the company at large.  That led us to kick off a project in 2015 to improve employee engagement in the community (which will hopefully be a story for a future Lithy award submission).   We asked Daniel to let us know what the experience was from his perspective, to make sure that the trip was valuable from his perspective.  And also to see if there was any feedback for improvements for next time.  Here’s what he had to say:   My visit to Webroot HQ was an awesome and once-in-a-lifetime experience that I will remember for the rest of my life. The first day Nic the Community Manager picked me up from the Denver airport and we drove up north to Broomfield where the Webroot Head Office is and we chatted all the way. Once we got there the Community & Social team had lunch ready for us and they all made me feel at home and very welcomed. Anna had an agenda made up for me for the afternoon and the next day, which allowed me to meet many groups of staff such as the Threat Research/Support teams and the Director of Threat Research let me push the button to release the latest Beta to Beta testers which was easy and fun. In the early afternoon they had a “Welcome to Webroot” cake and social hour with all the staff so I got to meet many people which I now call friends (and the Cake didn’t last too long!). Then I spent the rest of the afternoon with the Community & Social Teams to see what they do from their point of view and on the other side of the screen it’s a small world!   For the evening the Community & Social team took me out for dinner at a very nice place in Boulder, Colorado where Webroot had its beginning in 1997. Then we walked around Boulder for a couple of hours - what a nice city and the view of the mountains was so beautiful. The next morning I had breakfast with Mike Malloy, Executive VP of Products & Strategy and we had a very nice chat. Then he came and got me and had me come into an Executive Staff meeting and introduced me as an Ambassador of Webroot. Some of the senior staff had questions for me so I gave them my answers & advice, and in the end they all stood up and clapped to thank me and in turn I thanked them. As Mike was walking me out, the CEO Dick Williams shook my hand and said “thank you, and thank you for being an Ambassador of Webroot” - that really touched my heart, as they all were so nice. The rest of the day I spent my time with the Community/Social Groups and got to meet quite a few more Webroot staff such as the Development Group, and the Technical Product Manager. We had a nice chat and it was nice to meet them in person. The time went so fast, and then it was time for Nic to take me back to the airport to fly home. I really enjoyed myself with all the nice people I got to meet at Webroot HQ and I would like to thank all of them for making it a fantastic journey. Like I said, I will never forget it. Here are some very nice moments of my visit: https://community.webroot.com/t5/Introduce-yourself-to-the/TripleHelix-visits-Webroot-HQ/td-p/126332n   Thanks, Daniel A Godin     Goal of this promotion: Build a loyalty program to reward members of our community   Why it was unique: We invited one of our VIP members to come visit our office in an all-expenses paid visit.   Results of the promotion: Lots of good connections with our top VIP within the company as well as the opportunity to showcase the rewards that our VIPs receive for being advocates and participating in the community.   Our video:       
Company: Vodafone New Zealand Ltd  Entry submitted by: Mike Hales (VF_MikeHales) Digital Content Manager Community: Vodafone Community  (http://community.vodafone.co.nz) Lithy category: Social ROI Titan   Vodafone NZ has been New Zeal... See more...
Company: Vodafone New Zealand Ltd  Entry submitted by: Mike Hales (VF_MikeHales) Digital Content Manager Community: Vodafone Community  (http://community.vodafone.co.nz) Lithy category: Social ROI Titan   Vodafone NZ has been New Zealand’s leading total telecommunications provider for nearly 20 years. It is a provider of mobile, fixed line telecommunication and television services over 4G, Fibre, cable and copper. It’s a key player in the wider New Zealand community through its Vodafone Foundation activities as well as sponsoring key music and sporting teams and events.   Our 2014 objectives   Growth to 20,000 members and to deflect more than 170,000 calls by resolving customer queries online. Both were exceeded with 21,000 members and 174,000 calls being deflected.   Our results   By working with Vodafone Group and Lithium, we implemented a formula to give us a proven dollar value to the Community activities. Using that formula, we can now show that the Community is worth more than NZ $3million to the business and that every member acquired is worth +NZ $2.50. It also helped to show that we exceeded our 2-year plan by more than $200k.   Additional business achievements   Additionally, we have been able to demonstrate additional business value through SEO – acquiring more organic visits to the Community as well as into the website; engagement – through measuring positive interactions, we’re able to show that customers interact more than seven more than previously – posts, kudos, tagging etc; brand value – by creating original content, we have increased our transparency to our customers by giving them direct access to product owners as well as external partners; and lastly by making Community the ‘gateway’ into self-help content and services we’re making it easier for customers to help themselves (and each other).
Company: Sony Europe   Entry submitted by: Nico Henderijckx (tweety2b) Head of Communities, Europe Community: Sony Europe Community  ( www.sony.co.uk/community) and European locale alternatives Lithy category: Marketing Champion   Son... See more...
Company: Sony Europe   Entry submitted by: Nico Henderijckx (tweety2b) Head of Communities, Europe Community: Sony Europe Community  ( www.sony.co.uk/community) and European locale alternatives Lithy category: Marketing Champion   Sony Corporation is a leading manufacturer of audio, video, game, communications, key device and information technology products for the consumer and professional markets. With its music, pictures, computer entertainment and online businesses, Sony is uniquely positioned to be the leading electronics and entertainment company in the world.  Sony recorded consolidated annual sales of approximately $75 billion for the fiscal year ended March 31, 2014.   The Sony Europe Community has been setup to achieve and facilitate 3 pillars: Conversation – create a platform that enables end users to have conversation with other end-users so they can share experiences, issues, behaviors, etc with each other. This to be done through any media mean: forum, photo, competition etc… Self-service and Learning – Forums and How tos to enable customers to get the maximum out of their products and learn them how to become professionals using them (mainly photography and videography) Advocacy – Editorial blog strategy to support our social channels. Mainly create engaging content with high Like-ability and share-ability This year we have been strongly focusing on developing the 3 rd pillar. We have optimized our blog area and put it in the centre of our social strategy. 2-3 blogs per week are being posted in 5 different categories (Arts, design, Entertainment, Product & events, Education) and all of these are being used in FB, TW and G+ to drive traffic to the blog area. The ultimate goal being high engagement (putting the correct person in front of the blog) and then have them share the article back out in the social landscape.   UX flow is Post on social media linking to Blog   We also introduced a new Blog homepage: Our results   1) Blog traffic Traffic went up 3x versus previous year. We are now undergoing a new re-design exercise to further optimise the blog area and make it even better from a mobile friendly and responsiveness angle.  Making assets used in blogs easier to share   More focus on content Legend: in pink the sharing functions, in Blue the next content suggestion. Otherwise on the page no distractions from the content. now no assets are directly shareable but only full blogs are  Vs future where each asset (video, picture etc…) will be shareable directly out to the social landscape. 2) Blog advocacy   Results after introducing the sharing buttons actively to the blog area: The additional reach produced by the social sharing buttons usage now exceeds the overall ORGANIC reach Sony has on FB, TW and G+. This allows us to compensate better when FB throttles further the posts displayed on end-users’ walls.
Company: A1 Telekom Austria AG  Entry submitted by: Esther Groth (esther27) Market Development and Digital Business Community: A1 Support Community  (www.a1community.net )  Lithy category: Total Community All Star   A1 Telekom Austria... See more...
Company: A1 Telekom Austria AG  Entry submitted by: Esther Groth (esther27) Market Development and Digital Business Community: A1 Support Community  (www.a1community.net )  Lithy category: Total Community All Star   A1 Telekom Austria AG is Austria’s leading communications provider, encompassing more than 5.4 million mobile communications customers and almost 2.3 million fixed access lines. The offers by A1 include voice telephony, internet access, digital cable division, data and IT solutions, value added services, wholesale services and mobile business and payment solutions. With four strong and established brands (A1, bob, Red Bull Mobile and yesss!) A1 successfully targets various different markets, ranging from premium quality to low budget.   A1 is part of the Telekom Austria Group which holds eight international operations in eight CEE countries. Headquartered in Vienna, A1 employs approximately 8,600 employees.   In 2014, A1 started its largest infrastructure investment with the fiber optic broadband roll-out in cooperation with the Austrian government and the national broadband plan.   Placing the customer at the heart of A1’s business has been key for the company’s ambitions to continue leading the Austrian telecommunications industry. This has been emphasized in the core values “Close to the customers”, “Simple” and “Trendsetting”. Hence, the A1 support community aims to provide the best service for our customers, to efficiently distribute the A1 brand and to use the potential of our crowd to develop new products, services and authentic user-generated content.   Through the Lithium community platform and LSW we could successfully tackle our main challenge to understand our social customers in more depth (360° social customer profiles). By modeling the social history of all interactions in LSW and using the behavioral tools of the Lithium community we can generate quantifiable ROI in terms of increased sales and reduced service costs.   We could also improve the following points of our social customer care processes:   Technical feasibility – Adequate infrastructure for growing visitor flows looking for digital service   Workforce optimization. – Considerable volumes of community requests can be efficiently managed by social media agents via efficient routing and prioritizing measures   Linkage between public network and owned social properties via Facbook tab application –Facebook users can be directed to our own knowledge site and get a deeper level of engagement and experience among an articulated and curated crowd   Peer-to-peer engagement – In the A1 Support Community users help users and with LSW social media agents can effectively assess and steer the need of providing additional answers to the user-generated content   Trend intelligence – By engaging community members in idea exchange boards and through intelligent tagging we can identify trending topics and connect them with observations from our other social media channels   Premature crisis management – LSW enables qualitative sentiment analysis of community content and helps to raise awareness for customer dissatisfaction with our service   Benefits of having a Lithium Community and LSW for our digital strategy   With our Lithium-powered Community and LSW we are able to exercise full control over the digital service topics incurring within the service tools of the A1.net online portal or on the other A1 social media channels. A specific process has been established for fast improvement measures where service issues were reported by community users. This process entails the identification of service issues, e.g. with the disrupted transmission of A1 TV on customers’ TV screens, by the A1 social media team. With LSW the social media team was able to assign new tags to this kind of issue and to observe the sentiments resulting from this topic. The service disruption as well as the magnitude of concerned customers was reported to the A1 customer and field service to prepare and sensitize all customer touch points. In a second step the A1 TV product management was informed and presented with the LSW analysis. Consequently, reasons for the service disruptions were analyzed and the product management could take up the depth of the issue by receiving daily updates from the community. The A1 TV product management team was also able to actively listen to the community discussions of the TV issues and the proposed solutions by members. As the share of negative sentiments towards A1 TV began to rise the corporate communications department was integrated in order to create unified statements regarding criticism in other media. Subsequently, a broader project team responsible for fast corrections of the detected issues with A1 TV was built. By involving the A1 social media team into the project, informal feedback and solutions posted by the community crowd were taken into account and directly integrated into the product improvements. Within 12 days A1 managed to provide A1 TV customers with a new interface, improved connectivity and a reduction in switching time.   The A1 Support Community currently counts 25,000 logins per month and has acquired 175,000 registered members so far. With an average real service substitution rate of 25%, A1 was able to save about 50.000 service interaction in January 2015 (calls and e-mails per month) and could therefore strongly increase its agent efficiency gains. What is more, although the amount of total community visits dropped in summer 2014 because community posts were then also integrated into the A1.net portal search the traffic began to soar up again in the following months. In addition, the weighted average for the real service substitution rate also increased and refers to an even more purposeful visitor stream.     With 80% of user-generated content A1 is also able to draw detailed insights from the community posts and create more innovative and competitive services for its subscribers.  
Company: HSN  Entry submitted by: Matt See (MattHSN) Director, Social & Games Community: HSN Community (http://community.hsn.com, http://blogs.hsn.com ) Lithy category: Total Community All Star   HSN is all about making shopping FUN! ... See more...
Company: HSN  Entry submitted by: Matt See (MattHSN) Director, Social & Games Community: HSN Community (http://community.hsn.com, http://blogs.hsn.com ) Lithy category: Total Community All Star   HSN is all about making shopping FUN! Great products and unique experiences that you can’t find anywhere else, plus exclusive access to celebrities and sweepstakes. The HSN Community makes that possible by connecting them with all their favorite HSN Hosts and Partners and introducing them to fellow shoppers just like themselves who share their passion for great deals & shopping!   Lithium Community & LSW provides a platform that empowers HSN to efficiently moderate, market, measure and scale conversation across owned and earned platforms including Facebook, Twitter and the HSN Community. It gives our customers a seamless experience across all devices to engage with HSN wherever they are and provides real business value back by driving quality conversation around HSN product, which in turn increases conversion through people looking for similar topics across natural search.   Benefits of a Total Community   Moderation work flows have become much easier to manage across multiple people on a team working 22-hours a day across multiple channels. Assigning moderation tasks and reviewing the analytics that LSW generates has provided more insight into the volume and sentiment of conversation happening, which has allowed us to be smarter as an organization and as a team when identifying new community guidelines, reacting to crises, and day-to-day community management. Lithium Community has allowed us to also remove redundant engagement platforms so that conversations are now ONLY happening on one platform, but integrated and optimized for all screens.   Our Total Community Results   +2,502.4% in Membership Y/Y +241.8% in Unique Visitors Y/Y +109.4% in Posts Y/Y +105.7% in Sessions Y/Y Stats are still growing this year. We’re seeing +40% in Sales Y/Y in Q1 this year.  
Company: Warner Bros  Entry submitted by: David Turner (david-turner) Digital Manager Community: WB Play Community  (Community.wbgames.com ) Lithy category: Marketing Champion   Our community is the dedicated forum for WB Games titles.... See more...
Company: Warner Bros  Entry submitted by: David Turner (david-turner) Digital Manager Community: WB Play Community  (Community.wbgames.com ) Lithy category: Marketing Champion   Our community is the dedicated forum for WB Games titles. Starting with Batman Arkham Origins, it has expanded to Mortal Kombat and mobile games.  We now have 6 games on the community, with 230,000+ members with much more to come.   Our Lithium community is the very core of our conversion funnel. In the video game industry, hardcore fans- those who live, breath, and sleep the titles-- represent the figurative end of the consumer journey. People could pick up a game and enjoy it over a weekend, but there are those who play a game 10X over, sometimes in excess of 200 hours, ultimately wind up forming an identity around the game and the brand, and that's why our community exists, to connect them. Our fans write help guides, they speculate about the lore, and they find stuff so detalied (and often inconsequential) that it delights the creators of the game. Our goal is to let our most devoted of the fans create content, and we do everything we can do encourage them to do so. Success for us is a growth in our devotees; we want them to come to our community, stay, find friends online, and ultimately invite more friends into the world of the game. Our community is at the core of this strategy.   All of this leads to the next, larger plan, when it comes to fan migration. Rather than trying to market to the same fans every new title, using the community, we are able to keep them engaged and centralized, so when we annouce our next games, we know exactly where some of our best fans are and how we can share our new games with them.       Our marketing campaign   Last fall, we ran a community based "Cosplay Week" which was a celebration of some of the best user created Costumes based off the Batman Arkham games. We were in a particuarly content poor part of the year and our devoted fans were looking for anything about the game that made them reengage with the brand. I collected 5 top tier cosplayers from across the globe and did daily posts, each day with a new cosplayer or cosplay team. The results were enormous, garnering a reach of near 10 million. We took some of the most hardcore of our fans and turned them into content generators. The fans loved it and it was able to greatly increase traffic to the forum and across all of our social channels.         Campaign results   Because Lithium is able to incorporate WBPlay as it's SSO, we have been able to show a great cross promotion between in game and forum identity. Not only are we able to view the user journey from player to forum member, we are able to quantify results of playtime, forum activity, and ultimately, user value. While I cannot speak to our numbers externally, we have found that players of our games who are active in the forums are active players, on average, 10 to 20 times longer than those players who are not logged in. We are approaching a quarter of a million members in the WB Community, and show no slow in growth.              
Company: HSN  Entry submitted by: Matt See ( MattHSN ) Director, Social & Games Community: HSN Community (http://community.hsn.com,http://blogs.hsn.com ) Lithy category: Marketing Champion   HSN is all about making shopping FUN! Gre... See more...
Company: HSN  Entry submitted by: Matt See ( MattHSN ) Director, Social & Games Community: HSN Community (http://community.hsn.com,http://blogs.hsn.com ) Lithy category: Marketing Champion   HSN is all about making shopping FUN! Great products and unique experiences that you can’t find anywhere else, plus exclusive access to celebrities and sweepstakes. The HSN Community makes that possible by connecting them with all their favorite HSN Hosts and Partners and introducing them to fellow shoppers just like themselves who share their passion for great deals & shopping!   Lithium’s Community serves a vital role for HSN as the single owned destination for customers to post and engage with partners, brands and each other. It’s a tool for our customers to get a second opinion about a product and is a key aspect to driving boundaryless retail for HSN across all screens.   How we activated our influencers   1) We re-launched the Community with a new design and a new way to connect with HSN personalities called Q&A’s. 2) Lithium allowed us to engage our audience, which in turn is allowing us to organically reach others. HSN is a differentiated way to shop because, unlike brick and mortar, you’re shopping from the personality behind the brand, and with Community shopping on TV has never been more personal. The Lithium platform has allowed HSN to take that one step further by creating omni-channel Q&A’s that give customers the ability to have their own conversations with the brand. Instead of just shopping for jeans, HSN gives customers unprecedented access to stylists, fashion icons, and other experts to help offer a more personal and valued shopping destination; and the customer is front and center in the experience with the power of Lithium’s Community.   Our results Hosted 71 Q&A’s between August – December in 2014, creating a whole new way for customers to connect and drive meaningful, relevant conversation on HSN. +2,502.4% in Community Membership Y/Y +241.8% in Unique Visitors Y/Y +109.4% in Posts Y/Y +105.7% in Sessions Y/Y Stats are still growing this year. We’re seeing +40% in Sales Y/Y in Q1 this year.   Q&A Banner Example       Before / After Lithium Launch   Before: After:   Community Q&A Example    
Company: Claro   Entry submitted by:  Iasmine Pereira (Iasmine) and Luciano Piva (Lpivap)   Community:  Comunidade Claro hdtv  (http://comunidadeclarohdtv.claro.com.br/ ) Lithy category: Total Community All Star   Claro TV is a Brazil... See more...
Company: Claro   Entry submitted by:  Iasmine Pereira (Iasmine) and Luciano Piva (Lpivap)   Community:  Comunidade Claro hdtv  (http://comunidadeclarohdtv.claro.com.br/ ) Lithy category: Total Community All Star   Claro TV is a Brazilian satellite pay-TV operator, controlled by Mexican company America Movil, one of the largest groups of mobile telephony in the world that, from 2006, began to adopt Claro brand in 16 countries of America. With over 3 million subscribers, Claro TV is now the fourth largest pay-TV operator in Brazil.      We decided to implement the Community and LSW because we wanted a new user experience for our brand which would bring with it key business and marketing opportunities such as: Call deflection; Reduced customer attrition; ROI optimization; Become an innovative player in the Brazilian Market; Create a CRM channel with our members and customers; Reduced Support costs.     Benefits of a Total Community   Both LSW and Community have been decisive in helping us be more effective on social channels and establishing a closer brand relationship with our customers.   The Community is a source of valuable content both for customers looking for solutions to problems and to Claro TV fans searching for the latest Claro news. To help direct our customers to the community from our main domain and ensure they can quickly find the information they need, the Claro TV website was redeveloped to include several various touch points to the community and federated search, leading to a 45% increase in Community page views.   In addition to our own promotion efforts, the community has benefited from seeing its content shared on the social web by some of our fans, expanding the community’s reach and driving engagement.   The Community also increased registrations for Minha Claro, an exclusive online account management tool for Claro customers. This increase is very important because not only is Minha Claro useful for future CRM purposes, the tool offers a number of support features that generate further call deflection from Customer Support.   With LSW we are able to unify support across social channels, and the agents are able to answer more questions in less time.  This productivity increase meant we were able to reduce the team while maintaining our SLA’s and volume of response.  The integration of Community and LSW means that we are able to link to community topics in our social responses, potentially reducing agents’ time to response while providing an additional means of promoting the community.   Our results   In the first 8 months of the ClaroTV Community and Social support through LSW we have seen impressive results:   40% month on month growth of unique visitors 23% month on month growth of registrations 18% month on month growth of new topics 86% customer satisfaction score for social support through LSW 50% increase in agent responses per day compared to our previous tool   On top of that, solution views continue to grow 100% month on month, increasing the reach of peer-to-peer solved topics and potentially contributing to support deflection.