Past Lithys
Check out Lithy entries from previous years.
Company: Telefonica Movistar  Entry submitted by: Emilio Rodriguez Menendez ( Community Manager) Community: Comunidad Movistar    Lithy category: Marketing Champion   Telefónica is one of the world leading integrated operators in t... See more...
Company: Telefonica Movistar  Entry submitted by: Emilio Rodriguez Menendez ( Community Manager) Community: Comunidad Movistar    Lithy category: Marketing Champion   Telefónica is one of the world leading integrated operators in the telecommunications sector, providing communication, information and entertainment solutions, with presence in Europe and Latin America. It operates in 21 countries. As of December 2015, Telefónica’s total number of customers amounted to 322 million.   Our community objective   Our community amounts to 1.6 million visitors on average every month, and our blog itself ( Movisfera ) gets near 200k visits every month. We launched the blog 2 years ago with the goal to create a destination for our users, a place where they could write their own thoughts and content, and a forum with an abundance of help content useful for a Movistar customer, a technology fan, or a regular user. By mid 2015, we became aware that the blog wasn´t fulfilling our goals. 90% of the content was Movistar staff generated and full of commercial articles, so it was  time to turn around the situation and get back to our objective of creating a true community.   Launching our collaborators program   We decided to give our users more leadership/relevance, so we launched our collaborator program publicly. We asked our users to join the blog staff and help others with their content published in the blog.   We also decided to add new, regular content to the blog in the form of help-oriented content called "Tip/trick of the week" and "Our recommendation of the week" which have become quite popular between our visitors and readers.   We were able to get 10 regular collaborators (those who have written at least one article per month ) to contribute. Additionally we created a new section in the blog called "User corner" and identified each and every single users article/post with a label that showed the post was non Movistar generated.        By the end of 2015, we celebrated our annual event with users and super users. We awarded the blog collaborator of the year (the person who had created the most content and achieved the most visits) with a trophy and a special gift.      Continued  success with the collaborators program   By March 2016, the regular blog collaborators grew significantly. They have published more than 80 articles which have received (on an average of more than 3,000 visits per post) nearly 400,000 visits in less than one year. Especially popular have been the user j3gallo posts about cinema with thousands of visits and social shares.   https://comunidad.movistar.es/t5/user/viewprofilepage/user-id/45   https://comunidad.movistar.es/t5/Movisfera/El-mejor-cine-de-este-oto%C3%B1o-estrenos-de-octubre-pr%C3%B3ximamente-en/ba-p/2650953   The reach of their content has also been spread through our social networks’ official pages (Facebook and Twitter) in which we have shared their content with huge success within our followers (as shown in the following examples):       Results of the collaborators program   To summarize, the goals we have achieved with this project: Blog visits and views have increased by 150% since May 2015 We’ve garnered more than 10 regular collaborators The blog perception has drastically changed for the better-- from commercial content to user-generated content      
Company:  SOASTA Entry submitted by: Mat Ball (Manager, Community and Sales Enablement) Community: The SOASTA Community Lithy category:  Community Design of the Year   SOASTA is the leader in performance analytics. The SOAST... See more...
Company:  SOASTA Entry submitted by: Mat Ball (Manager, Community and Sales Enablement) Community: The SOASTA Community Lithy category:  Community Design of the Year   SOASTA is the leader in performance analytics. The SOASTA Digital Performance Management Platform enables digital business owners to gain unprecedented and continuous performance insights into their real user experience on mobile and web devices in real time and at scale. With more than 100 million tests performed and more than 250 billion user experiences measured, tested and optimized, SOASTA is the digital performance expert trusted by industry-leading brands, including 51 of the Top 100 Internet retailers, six of the Forbes Top 10 media companies and seven of the Forbes Top 10 tech companies, including Apple, Target, Nordstrom, Staples, Home Depot, Sears, Walmart, Etsy, Nike, Best Buy, Adobe, Intuit, Microsoft, DIRECTV, Netflix and CBS.   Our community goals Our community goals are to support SOASTA customers in their ongoing use of our products.   The design elements that make our community unique The SOASTA design is simple, elegant, and intuitive. SOASTA’s customers represent companies that are transforming their digital initiatives to keep pace or compete in e-commerce. Our products span many different categories and themes relative to digital performance. Our design allows users to find information fast, so that our users can get back to optimizing their revenue generating applications.   How we executed our community design We consulted with Lithium account representatives and the greater Lithium team for “best practices.” We decided on a simple format, then worked with UX designer for mock-ups, and finally implemented through a third party developer.   Our metrics The SOASTA redesign is less than a week old as of April 20, 2016, and we’re just starting to implement ideas to bring back previous users, attract new users, and create a vibrant forum. We're excited to achieve successful results with our redesign!    
Company: CallidusCloud Entry submitted by: Lara Golden (Director of Global Community) Community: CallidusCloud Customer Community Lithy category: Excellence in Customer Satisfaction   CallidusCloud is the global leader in cloud-based s... See more...
Company: CallidusCloud Entry submitted by: Lara Golden (Director of Global Community) Community: CallidusCloud Customer Community Lithy category: Excellence in Customer Satisfaction   CallidusCloud is the global leader in cloud-based sales, marketing, customer experience and learning solutions. CallidusCloud enables organizations to accelerate their lead to money process, a complete suite of solutions that identify the right leads, ensure proper territory and quota distribution, enable sales forces, automate configure price quote and contract management, simplify marketing automation, enable customer experience monitoring, create and distribute learning materials, deliver deep analytic insights, and streamline sales compensation — driving bigger deals, faster.   Our customer satisfaction initiatives   We had three goals when we launched the community in 2014: Reduce support costs by enabling our customers to help themselves Improve customer retention by empowering our users Encourage cross-product adoption by openly sharing product information with all customers   The most important customer issue we were looking to solve via Lithium implementation and that makes our approach to customer satisfaction a gold standard in the industry   The ultimate goal was to reduce support costs without sacrificing customer success. We are proud to have an award winning Technical Support team, but without a Community and its accompanying Knowledge Base, our customers weren’t able to help themselves. Putting a Lithium implementation in place allows our customers to get the answers they need, either from each other or from the Knowledge Base, without sacrificing the level of support. Choice is good!   Our metrics   Satisfaction has paralleled use of the community:   2014 2015 Percent change Posts 163 1899 1065% Kudos 39 384 884% Accepted Solutions 5 182 3540%   Even as the community was embraced by our customers, one metric in particular stood out: web-based engagement versus call-based engagement. Web-based and self-service support engagement is a key part of our customer success model, as our customers are happy to be able to find solutions on their own at all hours of the day. This is particularly important for a global company providing support to customers in every time zone. Since launching the Community, CallidusCloud has seen web-based engagement skyrocket to over 90% of support issues.   Finally, but no less important, we’ve see our Customer Satisfaction survey results increase from less than 90% to over 95% from 2014 to 2015.  
Company: CallidusCloud Entry submitted by: Lara Golden (Director of Global Community) Community: CallidusCloud Customer Community Lithy category:  Community Design of the Year   CallidusCloud is the global leader in cloud-based sales, ... See more...
Company: CallidusCloud Entry submitted by: Lara Golden (Director of Global Community) Community: CallidusCloud Customer Community Lithy category:  Community Design of the Year   CallidusCloud is the global leader in cloud-based sales, marketing, customer experience and learning solutions. CallidusCloud enables organizations to accelerate their lead to money process, a complete suite of solutions that identify the right leads, ensure proper territory and quota distribution, enable sales forces, automate configure price quote and contract management, simplify marketing automation, enable customer experience monitoring, create and distribute learning materials, deliver deep analytic insights, and streamline sales compensation — driving bigger deals, faster.   Our  community goals   We had three goals in launching the Community: Reduce support costs by enabling our customers to help themselves Improve customer retention by empowering our users Encourage cross-product adoption by openly sharing product information with all customers   Historically, CallidusCloud was known as a leader in the Sales Performance Management space, with an emphasis on Compensation or Incentive Management. Today, we have expanded to create a product space of our own, known as “Lead to Money”, which encompasses a suite of many products that take a sales organization from the hiring of sales professionals through sales training and enablement, marketing, configure price quote, and finally to compensation management. The time had come to encourage open sharing of knowledge as we sought to integrate multiple products into a single Lead to Money solution for all of our product experts. That meant, among other things, making a single Community with a unified search and simple ways for experts to gain cross-product knowledge.   What design elements make our community unique    When designing the new user interface, we had two big challenges. The first is that as a closed community, we needed to make the home page as welcoming as possible, so that users who did not yet have an account would feel encouraged to sign up.     The second was to find a balance between a design that was engaging and personal, while still reflecting our corporate brand and the highly technical nature of our enterprise level products. We needed to avoid looking too “slick” to the experienced consultants who use our products. Our solution was to have a banner showing the Golden Gate Bridge, reflecting our tagline as “Your gateway to CallidusCloud”, with a large search banner and large menus leading to the most commonly used content. We think we’ve succeeded in striking the perfect balance, welcoming both novice and expert users of our products and directing them on their customer journey.       How we  executed your community design   We made our vision a reality with the collaboration of many people throughout the organization. We began by getting ideas from Lithium on other communities with similar customer bases. Our next step was to talk to our customers and partners to find out what was working for them, and what wasn’t, with the out-of-the-box design.   Once we had a vision in place, the Community Manager brought the overall vision to the User Experience team, who helped come up with a plan to bring the Community experience in line with the corporate brand while keeping with the overall feel of a customer community. Our talented web designer in India brought the design to fruition, and product experts in Technical Support, Professional Services, and Education tested the design and offered suggestions or improvements and changes before the rollout of the new design.   Our metrics     2014 2015 Percent change Posts 163 1899 1065% Kudos 39 384 884% Accepted Solutions 5 182 3540%   Even as the community was embraced by our customers, one metric in particular stood out: web-based engagement versus call-based engagement. Web-based and self-service support engagement is a key part of our customer success model, as our customers are happy to be able to find solutions on their own at all hours of the day. This is particularly important for a global company providing support to customers in every time zone. Since launching the Community, CallidusCloud has seen web-based engagement skyrocket to over 90% of support issues.   Finally, but no less important, we’ve see our Customer Satisfaction survey results increase from less than 90% to over 95% from 2014 to 2015.