Past Lithys (old format)
Check out Lithy entries from previous years.
Company: Vodafone Turkey Entry submitted by:  Fahrünnisa Bilgin (FahrunnisaB)  Online Product Specialist - CMS & Social Media     Community:  Vodafone Forum (forum.vodafone.com.tr) Lithy category: Marketing Champion   Vodafone revolutio... See more...
Company: Vodafone Turkey Entry submitted by:  Fahrünnisa Bilgin (FahrunnisaB)  Online Product Specialist - CMS & Social Media     Community:  Vodafone Forum (forum.vodafone.com.tr) Lithy category: Marketing Champion   Vodafone revolutionized digital transformation in the Turkish telecommunication market. With a market share of %33,9 (Feb'15) Vodafone Turkey is in use of innovative online technologies and social media to service the special needs of Turkish mobile customers. Vodafone Forum launched in March 2012, as Turkey's first open discussion platform among competition is representing Vodafone Turkey with customer care on social media. Today Vodafone Forum is used as a marketing and support platform, increasing engagement of users through super user cultivation and brand advocacy.      Vodafone's super users speak up to the customer   Vodafone Turkey's  marketing strategy in social media is to increase the engagement rate and use a humanized tone of voice in customer care. Lithium is playing a decisive role in adapting a super user program for brand advocacy. We have started super user cultivation in Vodafone Forum as of 2012 and gained our first super users through several strategies alligned with brand & marketing teams within the company. We have several super users creating thousands of comments and spending many days online. They provide valuable content and share their expertise on Vodafone products and high-tech devices. Most importantly they are representing Vodafone brand and answering questions of Vodafone customers and non-customers. Super users are referring Vodafone products to non-customers, convince people of Vodafone's innovative products and convert them to Vodafone customers.        Our marketing campaign   Super Users meet CEO   We have organized a program called “Kings of the Vodafone Forum” with our internal stakeholders brand advocates in Vodafone headquarters. All of the members joined have met with each other, presented their ideas and tested the brand new version of Vodafone Forum, as well as the initial launch of mobile Vodafone Forum. In the afternoon super users had a chance to meet and greet with our high level managers (Including CEO of Vodafone Turkey!). At the end of the day they enjoyed a dinner on the rooftop with a great view of Istanbul Bosporus.         Vodafone Forum Super User activation   As Vodafone Turkey we have divided our super user cultivation activities with segmented communication strategies. Last year we  measured active employees on Forum and checked the awareness of the community, it was only 6% of the company.   Firstly an internal e-mail bulletin has been designed for raising awareness, themed as "What's going on in Vodafone Forum". It is highlighting 2 major issues about customer experience and appreciating active employees of the week sent to C-level directors perıodically. The sense of being appreciated and of competition is quickly spread with WOM in the company and started to gain organic user growth. Another recruitment is held on company orientation program, one the greatest moments for fresh minds and open ideas. Almost all newcomers are becoming a member, they are very active about products and services.   In April 14' we have celebrated the 2 nd anniversary of Vodafone Forum with a promotion campaign. In order to take benefit of the promotion, you had to be a member of  Vodafone Forum  already or  quickly subscribed at the Forum desk using Vodafone branded tablets in our headquarter.   Campaign results   This campaign had very positive effects and we have gained more than 300 employees just in 2 days!      Heroes of Vodafone Forum   Following Super user activation in Vodafone Forum, the average time spent and number of comments posted by super users has doubled. With the employee activation program, Vodafone Turkey has gained more than 300 employees and 15 of them are candidated to become a hero member on Forum. Later on we have cultivated these users with e-mails and instructions, in order to keep them active and let them a Vodafone hero in the community.        
Company: Vodafone Turkey Entry submitted by:  Fahrünnisa Bilgin (FahrunnisaB)  Online Product Specialist - CMS & Social Media     Community:  Vodafone Forum (forum.vodafone.com.tr) Lithy category: Excellence in Customer Satisfaction   V... See more...
Company: Vodafone Turkey Entry submitted by:  Fahrünnisa Bilgin (FahrunnisaB)  Online Product Specialist - CMS & Social Media     Community:  Vodafone Forum (forum.vodafone.com.tr) Lithy category: Excellence in Customer Satisfaction   Vodafone revolutionized digital transformation in the Turkish telecommunication market. With a market share of %33,9 (Feb'15) Vodafone Turkey is in use of innovative online technologies and social media to service the special needs of Turkish mobile customers. Vodafone Forum launched in March 2012, as Turkey's first open discussion platform among competition is representing Vodafone Turkey with customer care on social media. Today Vodafone Forum is used as a marketing and support platform, increasing engagement of users through super user cultivation and brand advocacy.        Our 2014 customer satisfaction initiatives   At Vodafone Turkey, we take customer care to heart   Vodafone Turkey has a proactive approach in social media to collect customer insight. We have improved our success model, based on one-to-one customer care; where people receive answers from their personal moderators and super users. With these initiatives customers are getting a unique online experience since launch of Forum in 2012.      In 2014 we have listened to our super users and established new areas in Forum. We have created new discusission opportunities inside of boards for Vodafone Turkey's youth segment named "Vodafone Freezone" and "Vodafone Arena", which came through a partnership of Vodafone with the turkish soccer team Beşiktaş JK.   Our moderators are engaging users continuously, we have contests to drive user activities, where we awarded winners with high-tech devices such as tablets and 3g modems.   We have established a buddy programme in Vodafone Forum where we continue to guide people after problem resolution and provide feedback. In this way, Vodafone enables people to get in touch with each other and Vodafone Forum  has excellent reputation with 80 K + registered users, 500 K + unique visitors and 1.2 M + pageviews monthly.       The issue that we were looking to solve with Lithium   We respect our customers and listen to their wishes   It was the most interesting case when one of our Forum users contacted us about a tariff change, which could be done only in one of our Vodafone Shops. The problem was that the user was disabled, our moderators tried to help online, but we came to know that the user was not able to get out of his house. It was clear for us, that we needed take one step more for getting this issue resolved. That's why our community admin has got in contact with the members of our sales & support team and we managed a meeting with the user and took a trip to his flat in the asian side of Istanbul. The tariff change was recorded in our documents and the case was resolved onsite. It was an amazing success story, which has been celebrated by our customer operation manager. Social media team is still chatting with this user from time to time.     Our results   We believe that everybody has the right to use the latest technology   The VF Forum team has come up with a new concept: reserving a special device stock and sending the device and desired accesories to the Vodafone Shop for customer pick-up. This method of delivery has great appeal to customers in rural areas who typically are not able to choose from a wide variety of devices. With Lithium's community platform,we communicated the complete device delivery process. This contributed to an increase in Vodafone Forum's eNPS score in a year with 29 points from -6 to +22.    
Company: Vodafone Turkey Entry submitted by:  Fahrünnisa Bilgin (FahrunnisaB)  Online Product Specialist - CMS & Social Media     Community:  Vodafone Forum (forum.vodafone.com.tr) Lithy category: Support Savings MVP   Vodafone revoluti... See more...
Company: Vodafone Turkey Entry submitted by:  Fahrünnisa Bilgin (FahrunnisaB)  Online Product Specialist - CMS & Social Media     Community:  Vodafone Forum (forum.vodafone.com.tr) Lithy category: Support Savings MVP   Vodafone revolutionized digital transformation in the Turkish telecommunication market. With a market share of %33,9 (Feb'15) Vodafone Turkey is in use of innovative online technologies and social media to service the special needs of Turkish mobile customers. Vodafone Forum launched in March 2012, as Turkey's first open discussion platform among competition is representing Vodafone Turkey with customer care on social media. Today Vodafone Forum is used as a marketing and support platform, increasing engagement of users through super user cultivation and brand advocacy.      Vodafone Forum is the “go-to” place for products and services, campaigns, apps, network coverage with peer-to-peer communication… providing a new channel for feedback and exchange between VF customers, customer operations, marketing and product teams. Our vision is to reach customers online and achieve first hand resolution. Vodafone Forum's business model contributes to reducing call centre costs by deflecting calls, decreasing response times and increasing user generated content.   With Vodafone Forum, we are reaching out to more than 600 K visitors, deflecting an average of 150 K calls monthly, making huge savings of more than 250 K USD annually.     We are saving response time with a moderation team of 12 dedicated people and 2 admins. We have got 12 super users, as customers with a certain knowledge; willing to help others, loving to spend time on Vodafone Forum. Most of them are helping users in  their leisure times. Our company is counting on them in cooperating with them for resolving customer needs.   Meet HamdullahH Hamdullah is Vodafone Forum's indispensable superuser, employed as store manager at the Vodafone Shop franchise in Bingöl. He's almost working as a full time moderator. He has got 5.251 kudos, 5.648 posts, 444 solutions. He says about himself:"When I'm driving the car I keep responding to posts during red light." HamdullahH is the happiest user about mobile forum.   Meet ZeynepK  ZeynepK was working at the Vodafone Shop franchise, she used to respond to posts in Vodafone Forum as daily routine. Vodafone Forum team was looking for a new team member, when ZeynepK was looking for an opportunity in social media, now she is employed in Vodafone Forum responding team.   Meet SeckinK SeckinK is a university student, his first Vodafone Forum post was a deep criticism about network performance. He later became a voluenteer of Forum when the social media team sent network people to his residence to solve the issue. Meanwhile SeckinK has gained expertise on devices, he's broadcasting videos on devices and Vodafone services. See SeckinK's latest video on Sony Xperia Z3.     Transferring support savings to e-commerce activities   The time and help amount realized by our superusers has an impact of 5 support agents which makes cost reduction up to 70 K USD annually. We had the choice to use these savings in marketing campaigns to boost e-commerce activities.    Our business results    Vodafone Forum has more than doubled its objectives in 3 years… - attracting 80 K + users (versus goal of 50 K) - 500 K + visitors per month (versus goal of 250 K) - we have achieved twice as much call deflection than our target estimations  - annually 250 K USD call deflection savings (versus goal of 150 K)   The results of the quality-based community growth strategy have made Vodafone Turkey the fastest-growing Forum in Vodafone Group’s 21 countries.        
Company: Telstra  Entry submitted by: Yannick Pierre (Yannick_P) Crowd, Help & Support Lead  Community: Telstra CrowdSupport (http://crowdsupport.telstra.com.au/) Lithy category: Total Community All Star   Telstra is Australia’s largest ... See more...
Company: Telstra  Entry submitted by: Yannick Pierre (Yannick_P) Crowd, Help & Support Lead  Community: Telstra CrowdSupport (http://crowdsupport.telstra.com.au/) Lithy category: Total Community All Star   Telstra is Australia’s largest Telecommunications Company and for over a hundred years we have connected Aussies with each other and the rest of the world.   At Telstra we seek to connect and engage people, our customers and employees. Our digital transformation starts with people, not technology.   Both customers and employees engage digitally with Telstra every day – at scale, seeking to have their questions answered or problems resolved – and share their experiences with our products and the rapidly changing technology landscape. Increasingly, our customers expect and deserve the same level of authenticity from interactions in digital environments as they have traditionally been offered in the offline world.   Telstra has leveraged Lithium Products & Services to build an entire digital eco-system that transcends incumbent boundaries of segment, device, employee and customer.   Building upon our award winning customer community  CrowdSupport® - we have extended our digital eco-system unabated to deliver employee collaboration, real-time omni-channel dialogue, complete visibility and measurement in social and a step change in customer help and support.   CrowdSupport® Through our CrowdSupport community customers can receive quick and reliable responses to questions from community members – both customers and Telstra employees. The contribution from our community members is the difference between ‘good’ and ‘great’ – we recognise community members’ contribution with ‘meet-up’ events and exclusive access to products and services in addition to the established ‘gamification’ model.   Store Locator & Community – Unlocking Omni-Channel We’ve deployed a single search platform to enable real-time customer feedback and discussion for Telstra’s store network nationally. Team members in store can now directly connect digitally with their customers, helping to create an omni-channel presence.   Telstra Wi-Fi®  – a community of Wi-Fi Telstra is creating Australia’s largest Wi-Fi network.  Through the CrowdSupport community customers can locate their nearest hotspot, provide feedback and discuss tips and techniques at an individual access point level. Telstra has over 1,100 hotspots nationwide and over 1 million devices have connected to the network.   CrowdSupport Live – Taking community real-time We have taken our community connection real-time with an integrated capability between CrowdSupport (Lithium) and CrowdSupport Live (Needle). Our community members are now able to sign up to conduct live chat sessions directly with other customers considering the purchase of new mobile handsets – this has delivered 4000+ chats year to date with great positive feedback.   Klout Integration– A global first We have successfully integrated Klout into our CrowdSupport community – providing the next wave of gamification and customer value exchange for our community members.       Telstra’s In:sight community, powered by Lithium, is an enterprise community delivering premium access to the latest business thinking, technology, trends and exclusive events. There are now 2000+ registered members and our account executives are connecting in digital communities complementing a traditional face to face or telephone relationship model.   Peer Support In May 2014, we launched our Peer Support community, which enables our digital and telephone centre teams to connect and share their knowledge and experience. We have thousands of employees actively using the community. PeerSupport has enabled Telstra to connect the knowledge of our digital and telephone centres in a way the company has never previously achieved. Employees are able to find information faster and the collaborative nature is delivering informative and timely updates.   A step change in Customer Help & Support Telstra re-platformed our entire Customer Help & Support onto Lithium in 2015. Customers are now able to seamlessly connect company authored content (i.e. the ‘official source’) with community generated content. Through the power of the community customer feedback drives the creation of high value content – to date we have received over 12,000 content recommendations from our customers. This provides a great balance for our customers across a wide array of the trust and adoption curve.   Digital Customer Care – Total visibility On the back of a large-scale rollout of Lithium Social Web in May 2013 Telstra’s 24x7 Digital Customer Care Team have completely embraced the plethora of benefits LSW offers our customers and employees. With rapid onboarding, flexible working, easy access to help and support content, automation, total visibility and measurement– we are operating like a Swiss clock in the rapidly changing social media landscape.   Figure 1: The ‘proof points’ for offering a dedicated internal employee community   Figure 2: Growing our digital eco-system sees growth in the anchor tenants too   Lithium Social Web – the game changer   April 17, 2013 was the day Telstra launched Lithium Social Web (LSW) and transformed our customer’s service experience in social. The seamless workflow, simplistic user experience, social integration, prioritisation and immediacy saw expediential improvement to our customer’s digital service experience.   Pre-Lithium, Telstra manually tracked customer posts and replies via spreadsheets. This was, of course, not sustainable. A solution was needed to handle the immense growth of digital connections in social.   Adoption of the Lithium Social Web was the right solution.   Our digital customer care experienced has improved in six main areas:   Figure 3: The impact of Lithium Social Web on Telstra Digital Customer Care   LSW allows Telstra to provide authentic high quality customer service, create thriving digital communities and foster an internal self service culture.   What’s next?   We have made considerable progress on our digital journey – we must continue at pace as our customers’ expectations increase in a world gone digital.   At Telstra, we believe that in the next five years   5G will be standardised Networks will be optimised for traffic against specific services and media types Consumer devices will be dominant, but small devices for data sensing and processing will make up a significant percentage of mobile and Internet traffic. Telecom and other industries will be more platform shaped, with data becoming as important as products. The world will be faster, and more connected with a billion more participants in the global economy   For our digital eco-system and our communities we will continue at the pace our customers expect and we will deliver:   LinkedIn integration for business. Considering two new users join LinkedIn every second, it is central to the digital life of businesses, and we are implementing a system where users can login and register with Telstra through their LinkedIn profile.   Achieve a unified social ecosystem, integrating with the core enterprise social platform, to drive a self service culture.   Provide employees with the ability to access a greater repository of knowledge and address issues in real time.   In closing....   Telstra is over 100 years old and is now empowering customers and employees by democratising customer service through rich community peer to peer service.   We are increasing our investment in our digital service for customers through our multiyear Digital First program. This will give our customers even greater control of their accounts and services, technical appointments and support options   We are working to achieve an even more unified digital customer ecosystem through leveraging a wide range of Lithium’s products and services, as we continue our journey to deliver a brilliant connected future for our customers and Telstra.     Appendix: Telstra communities      
Company: XL Axiata  Entry submitted by: Yudhistira (yudis) Manager- Digital Community Community: Xplor Forum (http://xplor.xl.co.id)   Lithy category: Total Community All Star   XL Axiata (XL) is one of Indonesia largest mobile telco c... See more...
Company: XL Axiata  Entry submitted by: Yudhistira (yudis) Manager- Digital Community Community: Xplor Forum (http://xplor.xl.co.id)   Lithy category: Total Community All Star   XL Axiata (XL) is one of Indonesia largest mobile telco company with more than 45 million active customers which majorly prepaid and high growth on mobile data service penetration. Running 2 brands; XL which focus on digital-life segment and AXIS which focus on cost-conscious segment. We are well-known as always one step ahead the competition through our breakthrough in customer-centric products and services. Our brand promise is to fulfilling our customer’s potential by empowering them to access and explore what's important to them through mobile internet, with XL : Now, You Can!   Social Customer Experience (SCX) is the key success factor for consumer brands in Indonesia. Indonesia is always in the world’s top-5 in terms of social media user and activities. Conversations about brands are happening anytime, anywhere – making customer reference more trusted than advertising.   XL Axiata takes this seriously. We developed our social channels since 2010, and today we have scored remarkable achievements in Indonesia's social media space; our brand-focused social media channels (XL 123 and XL Rame) have more than 5 million in follower base, and our customer care-focused twitter (XL Care) has reached 5 million monthly impressions. But, we have 3 fundamental problems to be solved: Our Brand-focused channels have a very wide audience base but low engagement On the other side, our Care-focused has a smaller audience but a lot deeper engagement People always want to contribute in any way (good or bad), there is an opportunity to convert their contribution to become useful for other people by creating a mechanism called customers help customers   The Lithium-powered community can solve these problems by synergizing the advantages and enabling us to bring our SCX to the next level: Powering our social channels with the best tools available, and Build our own community platform to get the most contribution from our social channels (big audience with deep engagement)   We began by taking a look at the world’s best NPS for Telco: GiffGaff. The story has inspired us to learn their method, understand their success, and what enables them to do so.   We want the best solution to achieve our objective. Therefore, we compared Lithium with other 8 world-class candidates. After one year of a comprehensive process, we came to a final decision to implement a Lithium-powered Community and Lithium Social Web as the best solution to our needs and strategic objectives.   Benefits of a Total Community   Developing a Lithium-powered community and implementing LSW at the same time has redefined our digital strategy in managing customer engagement, optimizing team performance, and improving overall customer experience journey.   Our strategy is Omnichannel Customer Engagement. The journey starts from wherever our customer wants: website, social media, instant messaging apps, self-help apps, service centers, call center or physical experience center. After they get what they need (inquiry, purchase, campaign respond, customer support, etc.), then we direct them to get a better experience and wider engagement with our community members on our integrated digital community platform.   Furthermore, to provide an end to end community experience and to create closer engagement between community members, we frequently initiated offline events; either XL-hosted or Community-hosted. We use our Digital Lifestyle Experience Physical Center (Xplor) or places that meet their interests to held the events. This strategy positions Xplor Forum as the first online & offline community in Indonesia.     Meanwhile, LSW has solved our issues around experience & engagement across social media channels. Previously, we used various tools to perform different tasks i.e. identify prioritization, distribute to agents in order to respond the conversations, following up with CRM tools, run scheduled campaigns, monitoring sentiments and other activities we need to focus on. Now, it is all powerfully done through LSW, seamlessly: Easier for our agents to deal with customer problem and provide greater customer experience Team performance can be monitored in real-time by superiors And the most important thing, LSW has created direct impact to what our customer feels: Faster response Better engagement resulting from real time customer insight and interaction history Richer response through sharing from other customer’s experience (customers help customers)   LSW has met all our objectives to provide the easiest, reliable, and engaging social customer experience through digital channels.     Our Total Community results   We just launched Xplor Forum community publicly on April 9, 2015.   (Caption) XL launched Xplor Forum. From left to right: Yudhistira, Manager-Digital Community -- Rashad Javier Sanchez, Chief Brand and Customer Experience Officer -- Noviyus Kurniawan, VP-Customer Experience Management   (Caption) Grand launching is covered by more than 50 national media press, including 2 national TVs.   Although we don't have many metrics to share right now, there are a few outcomes that bring us much optimism. Here are signs that we are off to a good start: Achieved score 100 out of 100 in Google user experience index for our mobile site. Which is more than 80% of our traffic coming from mobile. Achieved our first 1,000 members resulting from 3 months soft launch to our loyal customers and their social media circles The #1 Google Search Result for keyword “Xplor Forum”, competing with many websites that carry “Xplor” and “Forum” within their names.   Achieved +64 Net Promoter Score. We survey all of our registered members with Net Promoter Score methods with 53% sample take up rate.   Achieved more than 1,000,000 impressions on Twitter resulting from 2 offline events we held. We involved Key Opinion Leaders with social media viral campaign method.
Company: MEO (Portugal Telecom)  Entry submitted by: Hugo Rebelo, Self Care Manager and Vanessa Simão (Vanessa_Simao)  Community: MEO FÓRUM (https://forum.meo.pt/)  Lithy category: Social ROI Titan   MEO is a fully owned subsidiary of ... See more...
Company: MEO (Portugal Telecom)  Entry submitted by: Hugo Rebelo, Self Care Manager and Vanessa Simão (Vanessa_Simao)  Community: MEO FÓRUM (https://forum.meo.pt/)  Lithy category: Social ROI Titan   MEO is a fully owned subsidiary of PT Portugal, a leading telecommunications and multimedia operator based in Portugal. The company’s activities extend across all telecommunications segments: fixed line, mobile, multimedia, data and business solutions. In the Portuguese market, PT is the leader in all segments it operates, with over 6 million mobile subscribers, 2.5 million wireline voice customers, 1.4 million pay-tv customers and 1.4 million broadband customers. PT is the pioneer and the market leader of convergent services, with a comprehensive offer of 3Play and 4Play bundles. In 2014 domestic business revenues amounted to Eur 2,455 million.    In April 2014 we launched the online community forum.meo.pt (MEO Forum), a user generated knowledge platform aimed at providing first aid care to customers, despite the service, brand or equipment they have, and at the same time promoting brand advocacy.   Integrated in a new digital strategy, where all digital customer touch-points are managed to ensure consistent brand experience and seamless customer journeys, the MEO Forum was launched as a crucial layer of our e-care channels framework.   Since day one we developed the MEO Forum to be fully aligned with the other MEO digital platforms and sites, ensuring the desired consistency and synergies: Common digital brand guidelines Fully integrated within meo.pt site, as the other main digital platforms such as the customer selfcare site, the help and support contents, or the online store Leverage on the single sign on (Login) used by all the MEO sites ecosystem Contribute to traffic and lead generation through strong SEO performance Social media integration with facebook Mobile first strategy to drive user experience and address increasing usage of smartphones   Being such a young community, our main objective was to increase MEO brand credibility and to become our customer’s first choice when searching for online support. We established 3 main goals for the project:   Member acquisition and usage growth During the first 9 monthsof existence, MEO Forum outperformed our estimates across all the relevant metrics: 7.105 members were acquired, generating 20.444 new posts in a total of 662.352 visits Each new topic resulted in 5 new response posts with 12% of them receiving Kudos MEO Forum reached market leadership, overtaking the main competitor’s long established online community, with more than four years of activity (source: webspectator) A comprehensive marketing campaign was implemented to support the project launch. Several communication techniques were used to promote the forum, such as email marketing, banners in our web sites, social media campaigns, as well as a few non digital communication channels.   Additionally, we leveraged on the existing MEO single sign on (a proprietary sign on service with over 2.5 million users) to simplify registration and removing an important barrier to customer adoption and participation.   2. Resolution rate and call deflection   The main purpose of having an online community was to provide good and credible first aid care to customers, in order to improve customer satisfaction and reduce customer care costs with traditional channels.   Since we launched the forum, we are recording a decrease in the percentage of customers who need to use another customer care channel after visiting the forum, either for posting or just browsing for a solution. We call this “Leakage” – in 2014 less than 5% of the MEO Forum visitors had to contact a traditional customer care channel within the following 7 days.   To ensure that the appropriate content is provided to the community to minimize leakage, we have dedicated staff members and moderators with complementary roles. Staff members are there to help customers with personal queries and are the official voice of MEO. Moderators help to moderate the community, controlling members’ behavior, providing support in most of the community questions, and also generating new content.   Technical tutorials created by our moderators and other loyal and more active members, are appreciated by the community and contribute greatly to this decrease. They have high page views numbers and are also used by our technical staff.   3. Customer journeys optimisation and customer listening   As customer journeys are becoming increasingly digital, the number of customers that are firstly searching for help in the internet is growing consistently.   With the launch of MEO Forum, we intended to bridge the gap in our digital presence, providing our customers with a branded and credible online community where they can interact with other members to solve their service queries.   As more and more of these customer journeys begin with a Google search, SEO becomes top priority when it comes to implement good customer experiences. The quality of the content created by the online community and the increasing number of visits is generating more SEO traffic to our MEO website, fueling lead generation and engagement with the brand. As of December 2014, 9% of the meo.pt website SEO traffic was generated by MEO Forum. MEO Forum strategy has been focusing on community listening to better understand our customer needs and provide valuable and timely information to the organization.   Today our help and support team and customer care teams are regularly updating their contents and processes based on insights from the community, which demonstrates how the MEO Forum helping to transform the way we serve our customers, beyond the digital frontier.   ROI   Despite the early stage of development, MEO Forum recorded fast growing adoption and usage metrics. In the last 12 months we had over 900 thousand visitors, which is close to 20% of the Portuguese population with internet access.   Based on the results achieved by the MEO Forum, and considering the outcomes of an online survey we conducted on the community website, we built a ROI model where we estimate savings in customer contact deflection of approximately € 560.000 during these first 12 months of activity.  
Company: Turkcell   Entry submitted by: Mustafa Altay (mustafaaltay) UX Information Architect Community: Turkcell Forum (https://forum.turkcell.com.tr/) Lithy category: Support Savings MVP   GSM-based mobile communication in Turkey beg... See more...
Company: Turkcell   Entry submitted by: Mustafa Altay (mustafaaltay) UX Information Architect Community: Turkcell Forum (https://forum.turkcell.com.tr/) Lithy category: Support Savings MVP   GSM-based mobile communication in Turkey began when Turkcell commenced operations in February 1994. Since then, it has continuously increased the variety of its services based on mobile audio and data communication, as well as on its quality levels and as a result, its number of subscribers.   Turkcell is a regional leader by being the market leader in five countries out of nine it operates in. Turkcell, with its wide coverage area and diverse range of services abroad, is able to provide its subscribers with mobile communication services both in Turkey and around the world.   Before Turkcell Forum implementation Turkcell only use social media channels like FB, twitter as two way communication. Customers became more online and want to touch companies online. Turkcell had to adapt these changes in customer behavior. So, Turkcell changed its digital strategy to one way communication to two-way communication. Turkcell believes that two-way communication reveals invaluable information about customer needs and buying habits, and this gives Turkcell a vital edge over its competitors.   Recently a large number of companies offering web-based customer opinion platforms have emerged worldwide, providing them with the opportunity to articulate their experiences and comments on products and services. Turkcell recognized that it is not about a platform, it is all about culture and strategy.   Turkcell has the best customer support in all areas. As a leading technology company, Turkcell believes in online channels. E-WOM is getting more pervasive and more important in purchase decision-making and customer support. Most of the companies sees online channels as an alternative to traditional support centers. We believe in our customers and omni channel interactions. As a strategy to shift from traditional customer care to digital customer care, we aim to implement true continuity of customer experience.   Turkcell aims to use the persuasive effect of E-WOM for following reasons and based its strategy according to them:   The information provided by WOM is perceived as being more credible than that provided commercially since most WOMs are from peers, relatives, friends and the third party whom one trusts more; WOM is a two-way communication, not a one-way propaganda; WOM provides potential customers with user experience to reduce purchase risk and uncertainty; Since WOM is live and can instantly respond to inquiries, it can provide more complete and relevant information. Word-of-mouth has been proven to be an effective method of obtaining useful information for purchase decisions.   Customers believe in peer advice and begin to respond customer queries and provide customer service. Thus, Turkcell defines its Digital customer care strategy in 3 categories:     Paradigm shift in customer experience is a long path and it must be considered as change management project. With these awareness Turkcell promotes first Forum implementation. After baby-sitting period, next phases started according to Business value-Complexity matrix in Q2 of 2015. Phase 2 covers all the items listed above.   Not only Turkcell aims to lower costs but also enhance customer care, richer differentiation and higher brand advocacy. After establishing a digital presence, Turkcell will start devising creative social strategies across all major platforms to engage with active audiences.   To sum up, Turkcell redesigns its organization around customers in a customized, relevant way. By listening customers, Turkcell will know exactly what customers are doing, and understand the context of where they are in their journey with Turkcell. This is all enabled by the right strategy and digital paradigm shift.   Changes in customer care organization   Turkcell wants to manage customer relationships in one place. With intelligent context and insights to customers, Turkcell can be quick, agile and smart with its relationships. Turkcell Forum is a central concept that businesses need to understand deeply and integrate fully, in order to serve the social customer. Turkcell will combine all digital customer care in a single organization. With dynamic FAQ creation, peer advice and user generated content will be the basis of success. So Turkcell begins digital paradigm shift and organization according to omnichannel strategy.   Business results   Social media and emerging technologies have transformed the way the world communicates. From being available on social networks to reaching out through interactive and mobile resources, businesses are evolving their customer experience efforts to support the new ‘Connected Consumer’. So, in order to shift in servicing and customer experience, you have to invest in your strategy. Turkcell is already aware of the process and measure every step in change management. With quantifiable results and targets it is easy to rationalize the investment in Turkcell E-Care solutions to top management.   Turkcell launches its Forum in June 2014. Turkcell plans to double every figure in Forum in the first half of 2015.   After the first steps taken and user base extended, Turkcell will implement other modules in E care platform.               
Company: HP  Entry submitted by: Siobhan Flanigan (Siobhan) Social Customer Care Community: HP Support Forums (http://h30434.www3.hp.com/) Lithy category: Most Creative  Community Promotion or Launch   HP creates new possibilities for ... See more...
Company: HP  Entry submitted by: Siobhan Flanigan (Siobhan) Social Customer Care Community: HP Support Forums (http://h30434.www3.hp.com/) Lithy category: Most Creative  Community Promotion or Launch   HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. With the broadest technology portfolio spanning printing, personal systems, software, services and IT infrastructure, HP delivers solutions for customers’ most complex challenges in every region of the world. More information about HP (NYSE: HPQ) is available at http://www.hp.com   The goal of our Community promotion Imagine being able to gather insights that saved your company a million dollars, got your senior vice president to actively promote your community, and spiked every key performance metric for the cost of a few pizzas.   HP achieves this with HP Expert Days. These virtual events held on the HP Support Forums let customers connect with the employees who designed their product or wrote the manual.    Customers love the event because they have access to the brightest minds in HP and can get help on any question they have whether or not the product is in or out of warranty. In addition, they can learn new ways to use their products such as how to set up a wireless network to print or stream a program to their TV.  Also since the HP Support Forums are optimized for search engines, posts with answers are viewed around 2,000 times. This means that customers are able to view the answers long after the day has ended.   The HP Expert video explains what the event is by driving awareness.   Months before the event, HP creates the materials needed to promote the event. By working closely with marketing, HP promotes the event on key sites such as Twitter, Facebook, LinkedIn, Google+, Instagram, Pinterest and now YouTube.   The most recent and important promotion is the HP Expert Day video.  A well-produced video increases information retention by 50% and speeds-up buying decisions by 72% over a print brochure.* Making a video on HP Expert Day was a critical way to improve customer’s understanding about what HP Expert Day is and why they should visit the community.   *Source: The Wharton School of Business at the University of Pennsylvania   The results   HP Expert Days impact every community metric tracked.   HP Expert Days connects our most valuable employees with our customers. For customers, it means that they can get an unparalleled level of expertise, which increases customer loyalty. It’s not every day that customers want to buy employees a beer. “Your advice worked - thanks. If you ever come to Denmark I'll buy you a beer.”   Here are some other comments community members made: “Thanks!!! It worked!! YOU ROCK! LOVE HP!” “Again, thank you. It is comforting to know that the forums provide an excellent source for information in resolving issues.” “You've DONE IT!!!  You've managed to walk me through this mess….I thank you with all my heart.”   Our video    
Company: Leroy Merlin Espana  Entry submitted by: Francisco Campos Dominguez (PacoCampos) Social Media Manager Community: Comunidad Leroy Merlin  (https://comunidad.leroymerlin.es/)  LSW social channels:  https://es-la.facebook.com/leroy... See more...
Company: Leroy Merlin Espana  Entry submitted by: Francisco Campos Dominguez (PacoCampos) Social Media Manager Community: Comunidad Leroy Merlin  (https://comunidad.leroymerlin.es/)  LSW social channels:  https://es-la.facebook.com/leroymerlines https://twitter.com/leroymerlin_es https://www.youtube.com/user/leroymerlines https://instagram.com/leroymerlines/ https://es.pinterest.com/leroymerlines/ Lithy category: Most Creative Community Promotion or Launch   Leroy Merlin Background   Leroy Merlin is the home improvement leader with 58 stores and has been in Spain for the last 25 years. Part of the ADEO Group, Leroy Merlin is the European home improvement retail leader. Leroy Merlin is an innovative company in which the term "employee" is not used, because 94% of the 8,000 people who work there are shareholders, and for that reason they are called "collaborators.”   The company’s values are: Share the will Share the knowledge Share the power Share the ownership   The company culture of sharing, co-constructing and co-directing, is in the DNA of each "collaborator" and therefore Leroy Merlin Spain is a “community” in itself.   The Community: The heart of social evolution   The company’s culture of "sharing" among consumers is growing every year. The new consumer wants to know the experiences of other customers before they buy. Leroy Merlin understands that  willingness to "share" is important, but not as important as the brands that are willing to listen and act accordingly.    There are many threats and opportunities that this new culture generates, but there are many strategies to overcome them. Leroy Merlin is aware that the "culture of sharing" is part of the company DNA so it decided that social evolution must be a priority.    The goal was to increase the productivity of each "collaborator" of each department, including: central purchasing, human resources, brick and mortar store teams, etc... In short, the entire company adapted the mission and started executing the new rules for the “new consumer.”    The strategy was to "truly be social and not just seem social.” This means that each "partner" should know the opportunities and concerns that the new environment poses in the company’s "mission" and every individual in the company is responsible to seize it. The option of trying to “seem social” in all the social activity in the marketing department was discarded.   The tactics focused on creating three major points between customers, employees and partners in order to be successful. The three points of contact are: 1.    Official social media channels in the most important and relevant social networks: a.    It is the meeting point between acquaintances and friends 2.    Physical stores (58 stores throughout Spain): a.    Physical meeting points between customers and employees 3.    Web + Sites related: a.    A digital meeting point between people who are passionate about home improvement in Spain was the heart of the social strategy   The operation kicked off in in 2012 with the launch and continued development of Leroy Merlin’s social profiles on Facebook, Twitter, YouTube, Instagram and Pinterest with three objectives: 1.    Investigate and test: there were several thousands of activation strategies and touch-points with customers and collaborators that Leroy Merlin considered an "internal and external social laboratory" of the future community 2.    Recruiting: engaging users with social content to facilitate the subsequent launch of the Leroy Merlin community 3.    Define and optimize processes: internally listen to feedback to ensure the company is prepared to enable customers to propose improvements in the community.   After nearly two years of actively listening, the Leroy Merlin community launched in December 2014. It became the heart of Leroy Merlin and the online destination for professional opinion leaders, "home improvement" customers, DIY lovers, partners, collaborators, installers, etc. It became the place where people can learn and share their concerns, experiences and projects to do more and improve their home.   Social networks are formed by groups of friends who may or may not have common interests, and Communities are for groups of people unknown to each other but who share interests. The objective between 2011-2014 was to achieve a high volume of relationships with groups of friends in social networks (500,000+ followers and 26,000,000+ video views) and the end of 2015 was to use these relationships to enhance the discussions generated in the new Community. Four months later, the traffic from social networking accounts was 46.25 % of the total traffic to the Community. Leroy Merlin has a "Total Community."   Why participate in the Leroy Merlin Community and not another? This was the point from which Leroy Merlin started defining the Community, and the three reasons they determined were: 1.    Not only to assist other users, but the Community has hundreds of experts who can help solve consumer’s doubts 2.    Not only can consumers interact and learn in the online space, but physically too by attending weekly in-person events organized in Leroy Merlin stores 3.    Not only can consumers read recommendations of other consumers’ solutions, but they can also buy products needed to improve their homes.   In order to realize these objectives, in 2014 Leroy Merlin selected and trained over 80 store volunteers – called animators  - who carried out the company’s mission in each of the 58 stores. The goal for 2015 is to bring 200 new animators to ensure internal and external buzz, and to continue listening and learning from customers.   To measure the success of the Community, Leroy Merlin focused on four main KPIs:  1.    Number of visits: Whenever a client resolves a question by visiting the Community, the company saves hours of customer service in stores, improves brand image and increases commercial potential 2.    Number of content generated: Whenever members of the Community generate content for free, the company saves the cost of producing marketing/corporate materials 3.    Number of visits to the store: Every time the Community drives a customer to visit the online store a sales opportunity is generated 4.    Number of business opportunities enabled: Each time the stores detected an opportunity to improve service to customers and activate the company in the community that improves its profitability and brand image   The best promotion is to use it   The company is committed to "truly being social, and not just seeming social”. The launch of the Community made it very clear that participating and sharing in the Community and other social networks is part of the larger goal of having each client and collaborator meet their individual goals with social. The Community does that by providing peer-support, product reviews, questions answered by experts, etc. to help enrich their shopping experience.     The communication strategy of the Community launch went through the organic integration of it as a new feature that facilitates and improves all points of contact between the brand and its customers; all while fostering a new dimension of engagement.    Every collaborator, every store and every department of the company is responsible for using this new tool – the Community - and the ease of use to customers allows the company to create a much more continuous and close relationship with customers.    Leroy Merlin took an omni-channel, organic approach that improved over-time and which integrated into the daily lives of customers, employees and partners. By using the Community, all they key stakeholders were able to achieve their goals.     The model has involved a more gradual release, but identified by four major phases:   Focus on the integration of employees.  Milestone: Achieving critical mass of content and animators. Leroy Merlin focused on the 8,000 company employees understanding and living the evolution of this mission. They created monthly streaming, physical training as well as distributed 26 mobile terminals to “Super-animators,” meaning they created private groups in the Community to address their doubts and questions.  The next steps are the selection, training and integration of 150 new animators from all departments to ensure the best customer experience and better guidance to 8,000 employees.   How: https://youtu.be/VysNZtAysMQ Results (first three months): +85 Animators (employees in the stores) active in the community. +4,300 pieces of content 2. Focus on the integration of customers.     Milestone: Achieving critical mass of customers    Leroy Merlin focused on publicizing the Community to all customers in a personalized way with different points of contact with the brand, on and offline.Communication and promotional messages of the Community were led by customers.   How to: Posters in shops formed by the actual client projects, event flyers in checkout lines, workshops and demos in stores to help customers improve their homes, web banners, presence guides brochures, related magazines, websites to sharpen the content strategy.    In order to emphasize collaboration with TV, Bricomanía which airs weekly on Antena 3, has incorporated a 2-minute video in which one of the Leroy Merlin community members has a project and is interviewed in the program and commissioned to introduce the Community to the rest of lovers in the world of DIY, decoration, garden, etc.   Results (first three months): + 2,000 registrations completed + 15,000 members + 363.737 minutes online (24.2 minutes per member) + 50 community members have been contacted to meet them and become ambassadors and leaders of our communication campaign.   3. Focus on the integration of partners.   Milestone: Achieve critical mass of partners    Leroy Merlin focused on B2B, to publicize and integrate strategic partners such as the group of bloggers, installers and architects, to launch a personalized relationship model for each group.    How:    First steps:  Leroy Merlin has an internal platform with over 50 bloggers with whom they have begun to work together to co-create. They also have a group of 10 installers who are working together on integration.   4. Focus on the integration of suppliers.   Milestone: Activation of Social Commerce    Leroy Merlin focused on linking the Community with the range of products, launching the ability for users to test and evaluate products.    How: First steps: In a phase called a "Club of Testers," was accessed by the "Super-users" of the Community once they reached that level.  It allowed them to test products and helped define and co-create social commerce with the client.   Our video    
Company: Vodafone Germany Entry submitted by: Sebastian (VF_Sebastian) Social Media Project Coordinator Community: Vodafone Community (https://forum.vodafone.de/) Lithy category: Marketing Champion   Vodafone Germany is a telecommunica... See more...
Company: Vodafone Germany Entry submitted by: Sebastian (VF_Sebastian) Social Media Project Coordinator Community: Vodafone Community (https://forum.vodafone.de/) Lithy category: Marketing Champion   Vodafone Germany is a telecommunication company based in Germany, with more than 10,000 employees and its headquarters in Dusseldorf. It is a part of the Vodafone Group, amongst the largest telecommunication companies in the world. Currently more than 34 million people are making use of Vodafone services in Germany.   Regarding our service promise, we are providing an individual service support, anytime and anywhere, to our customers. In case of concerns the customer is able to get in touch with Vodafone channels 24 hours a day and 7 days a week. Due to different, individual customer requirements Vodafone pursues a multichannel strategy. Customers have the choice between different service channels such as email, chat etc. With the increasing relevance of Internet-based communication new channels are gaining a growing importance. Besides the other well-known social media networks, communities offer significant opportunities in terms of service quality, brand reputation and cost reduction. Customers have the opportunity to reveal and exchange experiences and often find an answer to their question in the community. Accordingly the portion of self-service is increased.   Since 2012 the community is an established Vodafone service channel. Vodafone Group awarded all Community Agents with our global internal employee “Hero Award” for effective work performance. The award was ceremonially passed in London.     Marketing campaign   An important factor for a community is an active user base. To encourage our users we developed a community model allowing active users to jump to various new user levels depending on the number of posts submitted, Kudos collected and their solution comments. After the registration users climb up to a Super-User role in six steps. This strategy creates an intensive relationship between community and users. In addition Super-Users appreciate a special reputation within the community. In consequence of performance Super-Users stand out from the community. Currently our Vodafone community has more than 30 active Super-Users. Above all, Users consider their nomination as a pleasant experience. A Super-User profile reflects Vodafone’s goals of customer satisfaction.   To also bring this appreciation to the real world we invite our Super-Users to a yearly event to celebrate the cooperation between agents and Super-Users, where they get to know each other. A Super-User event is a solid part of the community loyalty strategy. For this purpose, Vodafone implemented an extra wild card, which allows one user to participate without a Super-User status. Within 6 months one of the Wild-Card-Participant has achieved Super-User status, because the person was so excited of this elaborate event.     Super-Users are also involved in internal events and represent the customer's perspective beyond the community.  Super-Users are often product experts with deeply knowledge. Vodafone Product Managers value neutral customer feedback.  In terms of strategic development we can improve our service continuously.   Users appreciate posts from Super-Users as it is considered as authentic customer feedback. This year one of the Super-User wrote his 20.000 posts. A lot of users congratulate  this Super-User for his impressive performance.   Furthermore Super-Users support Vodafone Social Media Team to administrate the eforum (e.g. close/move threads, mark answers as accepted). It is also common that they support us maintaining the e forum rules beyond moderator’s (VF employees) online presence.   As a part of the Kabel Deutschland merger, Vodafone also invited Kabel Deutschland agents to get to know the new team as well as Vodafone Super-Users. Each individual is essential and is part of the whole.    To sum up Vodafone Super-Users are helping us to keep our service promise “Your personal service. We are only happy if you are.“   
Company: TELUS  Entry submitted by: Scotty Jackson (deturbulence) Sr. Strategy Manager Community: TELUS Neighbourhood (forum.telus.com)  Social channels: http://facebook.com/telus and http://twitter.com/telussupport Lithy category: Total C... See more...
Company: TELUS  Entry submitted by: Scotty Jackson (deturbulence) Sr. Strategy Manager Community: TELUS Neighbourhood (forum.telus.com)  Social channels: http://facebook.com/telus and http://twitter.com/telussupport Lithy category: Total Community All Star   TELUS is Canada’s fastest-growing national telecommunications company, with $12 billion of annual revenue and 13.7 million customer connections, including 8.1 million wireless subscribers, 3.2 million wireline network access lines, 1.5 million Internet subscribers and 916,000 TELUS TV customers. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video, and is Canada's largest healthcare IT provider.   Initially, as an LSW customer, we looked to sustain and add measurability to our Twitter operations in brand risk management and customer service. We were then able to leverage Facebook integration to offer customer support there. While our support off-domain has proven effective (in 2014, 82% of customers surveyed are likely to recommend TELUS/NPS, and 84% are likely to share their social support experience), the velocity of Twitter and limited reach of Facebook impeded the reusability, searchability, and discoverability of good support content and answers. As such, we expanded our social presence through the TELUS Neighbourhood as a community platform, allowing us to both moderate crowdsourced help content and get direct insight to voice of the customer feedback, lovingly organized into threads, boards and categories for consumption across our business units.   Benefits of a Total Community   Springboarding off of the LSW and communities platforms, our social operations are equipped with measurable insights and qualitative feedback directly from our customers. Reporting on and championing these insights, we have been able to inform process and policy changes, product development, and overall customer experience across our organization. In addition, we are well-positioned to manage brand risk across a variety of social media platforms, deliver excellent customer experiences in their mediums of choice, and provide a #secondchanceatawesome to customers who haven’t been able to have their concerns sorted through traditional channels.   Our Total Community results   In 2014, through traffic (over 1.18M unique visitors) and participation (2,131 forum topics, 9,424 forum posts, 151 Ideas, 343 Ideas comments), we estimate a $3.35M OPEX savings to our contact centres in 2014 from our community. Moreover, 2014 saw us support over 54K interactions across Twitter and Facebook, with over 80% of our Twitter responses being sent within 35 minutes and driving an 82% Likelihood to Recommend (NPS) based on the interaction.        
Company: SFR   Entry submitted by: Laurence Barlet (LaurenceBarlet) Digital Product Manager Community: Le Forum SFR (http://forum.sfr.fr/) Lithy category: Marketing Champion   With a market share of 21% for internet service and 25% for... See more...
Company: SFR   Entry submitted by: Laurence Barlet (LaurenceBarlet) Digital Product Manager Community: Le Forum SFR (http://forum.sfr.fr/) Lithy category: Marketing Champion   With a market share of 21% for internet service and 25% for mobile (based on end of 2014 stats), SFR is one of the largest and most important telecommunications provider in France.   SFR was recently acquired by Numericable, the leading fiber optic provider in France. As such SFR-Numericable is today looking to lead the market in products, services and high-speed internet services connecting customers across France. It has 23 million customers, and provides 8,2 million households with high-speed internet access.   As a key differentiator SFR-Numericable is looking to firmly position itself as a leader in digital business and has been looking to Community with its Influencers and Super fans to achieve this.   This initiative described herein is but one of many ways SFR is doing this today.   The Forum SFR is a 2 years old support community counting more than 600,000 members and over 50 Super users. This community started as a cost saving initiative project to reap call deflection for Customer Care each month. The number of phone calls avoided rose by nearly 50% since 2012.   Our community development strategy is based on Superusers. Their contribution represent a quarter of close to 20,000 posts a month. Therefore, we are very focused on the Superusers commitment and do our best to engage them on and off the community: we often organize videoconferences with guests such as relevant SFR team members for product launches or market event, we consult them on the platform evolution to get their feedbacks, …We also invite them twice a year for a real-life event, to our Campus in Paris. Those attentions have built a very strong and special relationship between us and our Superusers !   Also, with a strong belief that this community must be part of the whole customer experience with SFR, we’ve recently focused on recruiting new members that We now need to re-activate.   Our marketing campaign   On January 16 th , the Forum SFR celebrated its second anniversary. This was a fantastic opportunity to celebrate not just the community but also those that make it all possible: the Superusers and their outstanding commitment. With that in mind, a big event was planned during the month of the anniversary for an initiative we branded: Saying Thank You Counts!     On Stage One of this initiative, we invited 3 of the leading Superusers to our office in Paris, under cover of an interview to surprise them. The purpose for this first step was to showcase our Superusers and, most importantly, show them our gratitude for the countless number of hours they invest with the community and highlight their commitment to others.   The community managers thus welcomed : “Kendokanne” who counts 24,000 posts, 3,000 approved answers and 10,000 thank you (http://forum.sfr.fr/t5/user/viewprofilepage/user-id/172) “Alain911” with 5,800 posts, 486 approved answers and 2,400 thank you (http://forum.sfr.fr/t5/user/viewprofilepage/user-id/182) “Zardrilokis” with 2,300 posts, 217 approved answers and 1,000 thank you (http://forum.sfr.fr/t5/user/viewprofilepage/user-id/456) During the interview, special SFR representatives from different departments were waiting for the right moment to show up and entered into the interview room with a very special and unique birthday gift: a live “Merci!” (community kudos) counter!   This ended up being a very emotional moment with most users close to tears as they embraced the SFR representatives and received the “Merci!” Counter. This device captures each individual Superusers full kudos count on the community and updates live which brings to life not only their value but also their commitment to the wider community. One of them sent us a short film to say thank you.    For the really first time an object was connected to a Lithium platform. This technical performance was possible thanks to our creative digital agency The Social Client. The developers team worked hard to make it possible, and finally found a way to connect personalized endpoints from the Forum and a hidden page in the object interface.   We shared the videos of this special moment for all to see on the community landing page, highlighting each individual Super User individually.   Here are videos showing the interviews with 3 Super users and SFR team members and the gift handover:           While we didn’t film  all the giveaways, we made sure that every Superuser received a birthday gift: 7 other super-users received the live counter at home and the others got a personalized thank you cushion.     A short version of the film was posted on our social media platforms (Facebook and Twitter) and the film spotlights also served as a spring board to the second part of the campaign: the birthday competition.   In this contest, players needed to match customer questions with the right solution (chosen among three). The goal was to show inactive members how the Community can be useful, and the many reasons to say thank you.    The winner of this competition was very happy, as showcased in the post below: The global event was promoted by two mailing campaign, two Facebook posts and 3 Tweets, targeting all community members.   Campaign results   The anniversary events were a roaring success as we saw traffic increase by 9% and registrations increase by 33%. Most importantly however, the increased satisfaction of the Superusers and the reactivation of dormant members who had lapsed in participation. In addition to the above we saw a clear reactivation of our inactive member base with + 340% of  visits for this population !   The last result but not the least, the “uncountable” emotional and grateful reactions from our amazing super users !          
Company: Autodesk  Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community Community: Autodesk Community (Forums.autodesk.com) Lithy category: Most Creative Community Promotion or Launch    Autodesk, Inc., is a l... See more...
Company: Autodesk  Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community Community: Autodesk Community (Forums.autodesk.com) Lithy category: Most Creative Community Promotion or Launch    Autodesk, Inc., is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries—including the last 19 Academy Award winners for Best Visual Effects—use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. From blockbuster visual effects and buildings that create their own energy to electric cars and the batteries that power them, the work of our 3D software customers is everywhere you look.   Since its introduction of AutoCAD software in 1982, Autodesk continues to develop the broadest portfolio of state-of-the-art 3D software for global markets. Through our apps for iPhone, iPad, iPod, and Android, we're also making design technology accessible to professional designers as well as amateur designers, homeowners, students, and casual creators. Whether it's a kid looking to build a new contraption, a seasoned pro sketching out a great new idea, or someone who just wants to amp up their creative output, we're taking technology originally built for movie studios, automakers, and architectural firms, and making it available to anyone who wants to create and share their ideas with the world.   Autodesk Drives Customer Loyalty with Collaborative and Proactive Community   How does a B2B software company build customer loyalty and increase the value of each customer with an ever-changing social landscape? Autodesk, one of the world leaders in 3D design, engineering, and entertainment software, has found the answer – delivering on customers’ needs before they ask. The company drives customer loyalty and product affinity through a Total Community strategy. The strategy includes activations on Facebook, nearly 200,000 followers on Twitter, more than 40 million views on YouTube, and a branded community, running on the Lithium platform, that has seen its unique visitors grow by 34% in the last year.     One of the pillars of the Autodesk social strategy is its branded community which is the main hub for directly connecting with customers. Dating back to 1986, with Compuserve, Autodesk has leveraged community to foster peer-to-peer to support, drive greater brand affinity, and solidify relationships with its customers. It has evolved to focus on collaborating with and anticipating the needs of customers.   Now its eight communities in multiple languages, offer customers unique experiences by industry, region, and expertise level. The company shares product use information, solves potential product issues, and promotes best practices to proactively supply customers with the tools and information needed for a successful product experience.     The company’s collaborative and proactive approach is supported by several key programs, including Expert Elite and Autodesk Help Webinars. The tactics have delivered the following success metrics: Autodeskcommunities received over 27 million unique visits in the last 12 months. Annually, the community successfully serves answers to millions of customers, yielding a multimillion dollar value to Autodeskand its customers. Customer success is tracked and measured via surveys to ensure that the community is providing actual solutions, and at an increasing rate. The community has more than 2 million registered members that have shared more than 135,000 kudos and over 20,000 newly accepted solutions in the last year.   Expert Elite:   Autodesk’s Expert Elite are the Super Fans and lifeblood of the Autodesk Community. The Autodesk Expert Elite program was created to recognize customers around the world who have contributed a significant amount of time, knowledge, and assistance to fellow customers. These people have demonstrated a strong sense of leadership and use an engaging style of collaboration that contributes to a healthy and valuable customer community. The program now has over 200 members representing 23 different countries. They have delivered 7,000 accepted solutions, received 17,000 kudos and posted 60,000 replies.   The unique aspect about the Expert Elite program is that it doesn’t stop at community; it is the concept of Total Community. The program not only values a user’s contribution within the community, but outside of it as well. Autodesk looks at the contributions people are making on personal blogs and other social channels, as well as at offline events such as training seminars, to really see the conversations happen full circle.   One Expert Elite, Paul Munford is a great example of Total Community. He wanted to spread the word to let people know about the terrific support options available to Autodesk customers. He interviewed various Autodesk Help team members and then posted his story on his personal blog.  He then amplified it on his other social channels for maximum reach.  Not only did Paul feel passionate enough to write about the Autodesk Help team, but he has posted 943 times, received 198 Kudos and contributed 53 solutions in the community. This example shows the loyalty Autodesk has created with their trusted fans. It is not only about providing customers immediate answers for questions, but building relationships with them and bringing them into the Autodesk family.   Autodesk further drives loyalty among the Expert Elites by offering monthly webinars to share company and product news, providing free software, and hosting an annual Summit where the Expert Elites and Autodesk representatives can meet in person.  At the last Summit held in December 2014, the EE’s had a chance to meet informally over a lunch with CEO Carl Bass, and also had informal presentations and Q&A sessions with the CTO and VP of Cloud.  All of the EE’s are under NDA and therefore Autodesk can share news and information normally restricted for employees only, allowing for early input and feedback from this elite group of customers that is incorporated into products and services.   Autodesk Help Webinars:   Autodesk recognized the importance of video content on the community, and last year piloted and launched a webinar program to proactively offer customers another way to learn about and experience Autodesk products. For instance, the Installation and Licensing Community hosted “Troubleshooting Desktop Subscription Licensing issues” webinar to give users the information they need to get the “software up and ready.”  The Autodesk Help webinar series is a virtual studio house, with regular, and in some cases weekly offerings.  Webinar attendance can be as high as 200 live attendees and videos posted online can reach over 5,000 views.   The webinars proactively target popular topic areas to address questions or in response to customer conversations surfaced elsewhere on the community. The webinars are purely for support and learning, providing customers with information that allows them to get products up and running quickly and provide a deep knowledge about functionality, with the ultimate goal of helping customers to optimize productivity and utility of their Autodesk software.  Over 50% of webinar attendees are repeat participants because they derive continued value from the webinar content.  Put into customer words, “The session was great, and I plan to attend as many as I can.  Although I am relatively proficient there is always something I can learn.”   Innovating with success measurement - The Gratitude Index:   Autodesk knew that having a better understanding of their customer sentiment, relative to competitors and known market leaders, was critical to a successful long-term social strategy. To achieve that goal, the company‘s global social media support team created the Gratitude Index, which is an algorithm based on keywords and the number of social mentions that contained specific words associated with gratitude, thanks, and appreciation. In other words, it was an actual measurement of customers expressing their gratitude for the support they received from the Autodesk Help team. The Gratitude Index is used to measure customer satisfaction and efficiency; a qualitative social ROI. The index has become a key metric for the team and is shared up to the highest leadership levels at Autodesk.  Currently, and consistently, Autodesk leads among other software companies and ranks among top brands from other industries.   Autodesk also uses key words to track customers that have expressed frustration and a negative sentiment. The @AutodeskHelp team works with these customers to solve issues and turn negative situations around, when possible, moving a frustrated customer to a delighted one. The challenging feedback is also used to inform how the team and Autodesk can better serve customers and surface potential problems on the horizon.   In fact, the negative feedback is embraced almost more tightly because there is rich insight that can be gleaned about how to improve the customer experience, from product purchase to usage, to renewal and repurchase.   It's Working:   Autodesk’s Total Community strategy is working, with a Klout Score of 85, they are in the top percentile of social influencers.  And, when customer detractors are engaged, Autodesk’s Help team converts at least twice as many as those who remain upset.   The strategy is embraced from the top down, as evidenced by a recent blog post by CEO Carl Bass who frequently participates in the Fusion 360 community as it is one of Autodesk’s strategic products.   Check out the Fusion 360 community and in particular, this recent blog from Carl that talks about building the product “hand-in-hand with the Fusion community,” along with a blog comment from one of the Expert Elites that states “I’ve seen so many examples where suggestions were heard, understood, refined, and implemented in an amazingly short time frame.”  This is exactly what Autodesk wants to achieve, to drive even greater levels of customer loyalty.     To celebrate these important milestones of Autodesk's Total Community success through our Expert Elite program and Help Webinars, we recently were nominated for a Forrester Groundswell award-- and we won!   Here's the video that accompanied this prestigious win:    
Company: Autodesk  Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community Community: Autodesk Community (Forums.autodesk.com) Lithy category: Excellence in Customer Satisfaction   Autodesk, Inc., is a leader in ... See more...
Company: Autodesk  Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community Community: Autodesk Community (Forums.autodesk.com) Lithy category: Excellence in Customer Satisfaction   Autodesk, Inc., is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries—including the last 19 Academy Award winners for Best Visual Effects—use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. From blockbuster visual effects and buildings that create their own energy to electric cars and the batteries that power them, the work of our 3D software customers is everywhere you look.   Since its introduction of AutoCAD software in 1982, Autodesk continues to develop the broadest portfolio of state-of-the-art 3D software for global markets. Through our apps for iPhone, iPad, iPod, and Android, we're also making design technology accessible to professional designers as well as amateur designers, homeowners, students, and casual creators. Whether it's a kid looking to build a new contraption, a seasoned pro sketching out a great new idea, or someone who just wants to amp up their creative output, we're taking technology originally built for movie studios, automakers, and architectural firms, and making it available to anyone who wants to create and share their ideas with the world.   Our 2014 customer satisfaction initiatives   Deliver Autodesk Help: rapid, relevant and networked service, support and learning for every customer while creating a culture of “customer first” engagement and curiosity within the Global Customer Service Organization   The most important customer issue we were looking to solve with our Lithium implementation   Scalability.  With a very large portfolio of products (150+), constant flow of acquisitions, emerging space in the consumer market, and increased access, our traditional support and feedback mechanisms no longer match our transformational business goals, nor are they able to keep up with the rapid customer base growth.   Lithium has provided us with an avenue to meet these challenges by providing a true peer-to-peer community space that scales, where customers ask technical and subject matter related questions, share suggestions and answers, support overall product mastery, and collaborate on future product and service enhancement suggestions all in real time. The forums reduce the need for direct one-on-one support and IdeaStations allow for open and transparent customer feedback mechanisms for customer-driven product enhancements.   The Autodesk community is growing at an accelerated pace. In 2014: The community redesign completed in late 2013 greatly impacted our customers' ability to help themselves as well as each other; accelerated collaboration and innovation with our products & services; enabled easy content creation, curation and distribution; all the while extending customer relationships each other, and Autodesk as a whole. Accepted solutions increased 37% The accepted solution to topic ratio increased 13%. Community membership increased by 30% to surpass 2 million registered members Community Visits increased 34% to 27.3 million annually We launched close to 50 new forums, blogs and IdeaStations 3,924 new ideas generated represent a 67% increase 80,345 new forum conversations were started We implemented a training module and highlighted community best practices, driving home a “customer first” principle and saw employee engagement increase 47% over the last 6 months   With the continued growth and clear objectives for creating a customer first experience, a revamped community CSAT survey was launched in August of 2014 with the goal to measure the success and satisfaction of our visitors, dive into the types of problems members are trying to solve, and identify opportunities to provide a better experience. Since then:   3,500+ recipients have completed the survey. Key customer pain points have been identified, e.g. timeliness to get answers. Resulting Action: an employee outreach pilot program was launched where various community SFDC escalation times have been reduced by 80% to increase our response time for subscription customers. CSAT for participants who identified a successful visit averaged 79%. Our CHI score has seen a steady increase, and is currently at 775.     In a recent study of AutoCAD users centered on support and learning resources, the ease of finding and relevancy of information for the Autodesk Community exceeded all other resources including direct 1-1 support and in product help.  
Company: Autodesk  Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community Community: Autodesk Community (Forums.autodesk.com) Lithy category: Support Savings MVP   Autodesk, Inc., is a leader in 3D design, engin... See more...
Company: Autodesk  Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community Community: Autodesk Community (Forums.autodesk.com) Lithy category: Support Savings MVP   Autodesk, Inc., is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries—including the last 19 Academy Award winners for Best Visual Effects—use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. From blockbuster visual effects and buildings that create their own energy to electric cars and the batteries that power them, the work of our 3D software customers is everywhere you look.   Since its introduction of AutoCAD software in 1982, Autodesk continues to develop the broadest portfolio of state-of-the-art 3D software for global markets. Through our apps for iPhone, iPad, iPod, and Android, we're also making design technology accessible to professional designers as well as amateur designers, homeowners, students, and casual creators. Whether it's a kid looking to build a new contraption, a seasoned pro sketching out a great new idea, or someone who just wants to amp up their creative output, we're taking technology originally built for movie studios, automakers, and architectural firms, and making it available to anyone who wants to create and share their ideas with the world.   Autodesk, one of the world leaders in 3D design, engineering, and entertainment software is delivering on customers’ needs before they ask. Autodesk drives customer loyalty and product affinity through a Total Community strategy. The strategy includes activations on Facebook, nearly 200,000 followers on Twitter, more than 40 million views on YouTube, and a branded community, running on the Lithium platform, which has seen its unique visitors grow by 34% in the last year, with a membership of 2million+ customers. One of the pillars of the Autodesk social strategy is its branded community which is the main hub for directly connecting with customers.  Dating back to 1986, with Compuserve, Autodesk has leveraged community to foster peer-to-peer to support, drive greater brand affinity, and solidify relationships with its customers. It has evolved to focus on collaborating with and anticipating the needs of customers. Now its nine communities in multiple languages offer customers unique experiences by industry, region, and expertise level. The company shares product use information, solves potential product issues, and promotes best practices to proactively supply customers with the tools and information needed for a successful product experience supporting Autodesk’s customer care goals which are centered on rapid, relevant, service, support and learning for every customer.   Autodesk’s recently-launched Knowledge Network (AKN) as a place for users to find product solutions, learn more about products and link in to the community. When looking for support, top knowledge based articles appear in search results, which even include accepted solutions from the community. This speaks volumes to the importance of the Autodesk Community participation for quick problem solving capabilities, not to mention the Expert Elites our Super Users of Autodesk Community who answer support questions directly.  In the last 12 months, nearly 20 million unique visitors came to the AKN site to learn and explore, troubleshoot an issue, or download software.   Autodesk’s Expert Elite are the Super Fans and lifeblood of the Autodesk Community. The Autodesk Expert Elite program was created to recognize customers around the world who have contributed a significant amount of time, knowledge, and assistance to fellow customers.  These people have demonstrated a strong sense of leadership and use an engaging style of collaboration that contributes to a healthy and valuable customer community. The program now has over 200 members representing 23 different countries. They have delivered 7,000 accepted solutions, received 17,000 kudos and posted 60,000 replies. Autodesk has also recognized the importance of video content on the community, and last year piloted and launched a webinar program to proactively offer customers another way to learn about and experience Autodesk products. For instance, the Installation and Licensing Community hosted “Troubleshooting Desktop Subscription Licensing issues” webinar to give users the information they need to get the “software up and ready.”  The Autodesk Help webinar series is a virtual studio house, with regular, and in some cases weekly offerings.  Webinar attendance can be as high as 200 live attendees and videos posted online can reach over 5,000 views. Over 50% of webinar attendees are repeat participants because they derive continued value from the webinar content.   These programs provide information that helps our customers get their products up and running quickly.  Our goal is helping customers to optimize productivity and with these programs our service and support professionals can begin to shift reactive help to providing more proactive solutions to our customers.   Our business results   Autodesk’s collaborative and proactive approach supported by several key programs, including Expert Elite, Knowledge Network, and Autodesk Help Webinars. The tactics have delivered the following community success metrics: Autodesk Communities received over 27 million unique visits in the last 12 months. Autodesk Community successfully serves answers to millions of customers, yielding a multimillion dollar value to Autodesk and its customers. Customer success is tracked and measured via surveys to ensure that the community is providing actual solutions, and at an increasing rate. The community has more than 2 million registered members that have shared more than 135,000 kudos and over 20,000 newly accepted solutions in the last year.  
Company: Google AdWords Entry submitted by: Akshay Nair (Akshay) Global Project Manager, AdWords Communities Community: Google AdWords Community https://www.ru.adwords-community.com (Russian Community) https://www.pt.adwords-community.c... See more...
Company: Google AdWords Entry submitted by: Akshay Nair (Akshay) Global Project Manager, AdWords Communities Community: Google AdWords Community https://www.ru.adwords-community.com (Russian Community) https://www.pt.adwords-community.com (Portuguese Community) https://www.es.adwords-community.com (Spanish Community) Lithy category: Marketing Champion   AdWords, a flagship product of Google, accounts for the majority of the company’s revenue. Utilized by millions of businesses in over 40 languages around the world, AdWords penetration is accelerating while its features become increasingly sophisticated.    Google recognizes the opportunity to help SMBs improve their businesses through adding features that improve their advertising campaigns. AdWords customers range from multi-million dollar companies to tiny mom-and-pop businesses. Our aim is to provides a feature-rich advertising platform suited to all types of advertisers and advertiser needs.   Google AdWords has leveraged the power of the Lithium platform to drive our customer education efforts on some of our fastest growing AdWords communities - Spanish (ES), Portuguese (PT) and Russian (RU). To educate our customers on AdWords and all it’s features, we use webinars (executed through the Hangouts On Air technology) and various video formats that we host on the Lithium platform. We’ve built in functionality that allows us to track the impact of our video content. This includes actions performed by our customers on their AdWords accounts after they have watched our webinars and engaged with our video content on these communities.   Our marketing program   We care immensely for our influencers and understand the value they bring to our 1:many efforts. The Google Partners Academy in the PT/ES markets and the “Boost IT” program in RU allowed us to reach and engage online marketing professionals, advance their product knowledge, educate them and share advice on how to improve their online marketing efforts.     Google Partners Academy - is a customer education program targeting Google Partners (certified AdWords agencies and certified marketing professionals). The program consists of a series of Hangouts On Air, where Google specialists (AdWords support team, account managers) guide users through a range of product-related and online marketing-related topics.   “Boost IT” - is an educational program targeting Ukrainian large advertisers from the IT sector. This program consists of a series of Hangouts On Air where account managers answer advertisers’ questions online, give presentations on product-related topics and share best practices that are relevant to our IT clients.   All discussions, questions and user conversations during and after the webinar happen on the respective communities where the Hangout On Air is hosted.   To scale our efforts further, these customer education models and initiatives were later launched in other market communities. We’ve partnered across Google with Large Client Services, Small & Medium Business Account Managers and Marketing teams based in Dublin, Wroclaw, Sao Paulo, Kiev, Buenos Aires and Mexico City to ensure we touch as many advertisers as possible. Also, we feature our Top Contributors and Rising Stars in our webinars who share their experience and insights in a live environment by answering questions in real-time.   Our results   Community growth: All three communities (ES/PT/RU) doubled their size from 320k to 630k annual visits on average. User impact: We had a 232% increase in certified individuals in our Spanish speaking markets in 2014 29% of all actions taken by our customers who visited our 10 Communities around the world were driven by these three communities alone Cost savings: Our training efforts with the Google Partners Academy program recorded a cost saving of 91% per attendee
Company: Autodesk  Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community Community: Autodesk Community (Forums.autodesk.com) Lithy category: Social ROI Titan   Autodesk, Inc., is a leader in 3D design, engineer... See more...
Company: Autodesk  Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community Community: Autodesk Community (Forums.autodesk.com) Lithy category: Social ROI Titan   Autodesk, Inc., is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries—including the last 19 Academy Award winners for Best Visual Effects—use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. From blockbuster visual effects and buildings that create their own energy to electric cars and the batteries that power them, the work of our 3D software customers is everywhere you look.   Since its introduction of AutoCAD software in 1982, Autodesk continues to develop the broadest portfolio of state-of-the-art 3D software for global markets. Through our apps for iPhone, iPad, iPod, and Android, we're also making design technology accessible to professional designers as well as amateur designers, homeowners, students, and casual creators. Whether it's a kid looking to build a new contraption, a seasoned pro sketching out a great new idea, or someone who just wants to amp up their creative output, we're taking technology originally built for movie studios, automakers, and architectural firms, and making it available to anyone who wants to create and share their ideas with the world.   Our 2014 objectives   Autodesk is undergoing a business transformation: the growth of the business and transformation to a cloud based service generates product support needs that must be met at scale. The multi-language Autodesk Community plays a significant role in the support strategy to ensure the availability of quality answers from expert members and in a timely fashion, for all customers, regardless of a paid service option.   Autodesk supports its customers in 3 major ways: Self-help: Anyone can visit the Autodesk Knowledge Network, a repository of Autodesk-generated and carefully curated content, available to all customers, 24x7 Engage online in the Autodesk Community. The Accepted Solutions from the forums integrated with and automatically part of the Autodesk Knowledge Network Contact us: Call / email /chat with a support representative, available only for some types of customers   In order to increase the value of the community for our customers and Autodesk, we had 3 goals in 2014, and were able to exceed our results for each:   Traffic - Increase visits to the forums by 25% vs. actual result: 34% increase Quality content - Increase accepted solution rates by 10% vs. actual result: 13% increase Initial response time- We had specific goals depending on the platform inquiry:   The Community has many benefits: it helps shape the image of the company, contributes to our customers decision to purchase certain products, informs the product development teams of possible issues or wishes for future release, etc. But the Autodesk Community is at the core a product support operation.   The community sits between the Autodesk Knowledge Network and the technical support agents as an online interactive platform. It quickly provides solutions to our customers, and deflects calls that would otherwise be addressed to Autodesk service representatives. They provide a one-to-one service that is difficult to scale. The average cost associated with a customer service or technical support representative, who interact over the phone is carefully monitored. It serves as a primary cost basis to estimate the scope of savings that Autodesk realizes.   Based on volume of visits from customers who could have called an agent, the success rate (result of an ongoing customer survey), we estimate the total call deflection value in 2014 to be in the millions of dollars.  Even more impressive is that we have been able to provide answers to over 10M customers per year, including students and educators that have free access to both our software, and to our community based support.   The Autodesk community is growing at an accelerated pace. In 2014: We recorded growth in community membership of 30% in 2014 to pass 2 million registered members. It is the result of organic growth and an effort in SEO but no paid advertising. It grew by 22% in 2013 and 16% in 2012. Community visits increased 34% to 27.3 million annually. RSS feeds to the community grew by 471%. Autodesk’s Expert Elites are the Super Fans and growing in importance. The Autodesk Expert Elite program was created to recognize customers around the world who have contributed a significant amount of time, knowledge, and assistance to fellow customers.  These people have demonstrated a strong sense of leadership and use an engaging style of collaboration that contributes to a healthy and valuable customer community. The program now has over 200 members representing 23 different countries. They have delivered 7,000 accepted solutions, received 17,000 kudos and posted 60,000 replies.   The unique aspect about the Expert Elite program is that it doesn’t stop at community; it is the concept of Total Community. The program not only values a user’s contribution within the community, but outside of it as well. Autodesk looks at the contributions people are making on personal blogs and other social channels, as well as at offline events such as training seminars, to really see the conversations happen full circle.  
Company: Indosat  Entry submitted by: Ghina Aliya (GhinaAliya) Community Manager, Forum ICITY Community: Forum ICITY (http://icity.indosat.com)  Lithy category: Most Creative Community Promotion or Launch   Indosat Tbk is a leading tele... See more...
Company: Indosat  Entry submitted by: Ghina Aliya (GhinaAliya) Community Manager, Forum ICITY Community: Forum ICITY (http://icity.indosat.com)  Lithy category: Most Creative Community Promotion or Launch   Indosat Tbk is a leading telecommunication and information service provider in Indonesia that provides cellular of prepaid services (Mentari and IM3) and postpaid services (Matrix), 3G services using HSDPA-technology, fixed data services including Multimedia, Internet & Data Communication Services (MIDI) and fixed voice (fixed telecommunication) services including IDD services and fixed wireless services. PT Indosat Tbk was established by the Indonesian Government on November 20, 1967 and now part of Ooreedoo Group (Formerly Qtel Group).   Our Community promotion goals   Strengthen Indosat commitment towards community as one of key differentiator within the services, on 2012 we became pioneer for telco customer support forum in Indonesia. We launched Forum ICITY (http://icity.indosat.com), The 1 st crowdsolution forum which covers discussion around gadget and technology, Indosat services also community. With the help from Lithium platform, we were able to do crowdsourcing and involve our brand-enthusiast since the early stages. From specify a new name, enrich forum content to design the new community logo ICITY has grown, on March 2015 we has gained more than 20.000 members, more than 115.000 postings, over than 9 million pageviews and 2.500 questions that have received a resolution or answer in the community. These valuable answers have received 2. 431.002 views resulting in direct deflections and support cost savings. Indonesia is at the forefront of the social media revolution in Asia, yet it is an unique market. We need both, online and offline approach to generate community engagement. This is the reason why we need to setup a Word of Mouth Marketing Strategies and one of the effective way to do it is to have an iconic brand activation for promoting ICITY as well as Indosat Community. We decide to have The 1 st Community Festival in Indonesia, with United Souls as the theme on December 13, 2014. Located at Senayan-one of the most hip venue in Jakarta, Indonesia-. We classify interest into zoning. Community members were invited to explore 7 Zones in form of exhibition: Indosat Community, Gadget Communities, Creative Communities, Lifestyle Communities, Automotive Communities, Sport Communities and Enterpreneurs which participate for providing FnB. This event was free of charge for Indosat users while other may register as new subs to join. Our Community promotion strategy   Having passion and close relation with prominent community leaders also key influencers are the initial foundation. Then we run the dynamic duo, synergize between online and offline activities. We involve community representatives since the beginning, from deciding venue layout, what theme will be used, which community will be invited and what kind of activities that interest them the most. The promotion worked in 3 key phases:   Pre-Event Objective: To raise awareness of community members   Online: Teaser through ICITY Forum as the main hub Teaser through ICITY, Indosat and community social media channels/mailing list Teaser through internal communication channel Digital Placement Offline: Promotion through radio quizzes & talkshow Promotion through below the line channels Small meetup with community leaders and key influencers     The Day Objective: To convert awareness into action   Online: Manage digital activation “coin collecting tweets” which convert tweets using hashtag #CommunityFestival2014 to donation for sent unprivileged kids back to school Manage digital activation “live blogging” to encourage bloggers capture #CommunityFestival2014 fanfare Manage digital activation “live posting” to encourage ICITY members reporting #CommunityFestival2014 excitement Offline: Organize community-centric activities: record breaking attempt, community convoy, community battle, community market, we-fie photo competition Invite press to join press conference and watch community performances, such as Duta IM3 (Indosat IM3 Ambassador), Indonesian Zombie Community and Jakarta Cosplayer. Entertain music-fanbase community by presenting Indonesian well-known artist Add interesting gimmick: from community wall of fame, gadget and official jersey auction, freebies to fun games Promotion using radio report & below the line channels   Post Event Objective: To maintain the word of mouth   Online: Publish event report on ICITY Amplify anykind of post related through social media/mailing list Offline: Small meetup with community participants and handover donation   Results of our Community promotion   More than 100 communities join the event to expand their network, discuss further collaboration and enjoy togetherness with friends also other community members.     We have gained 2655 original tweets using #CommunityFestival2014 hastag which convert into donation Rp 26.550.000 for supporting underprivilege kids back to school, collaborate with Coin A Chance Social Movement.     We set a new Indonesian Book of Record (IBOR): Most scooter parked on mall rooftop (Sky Dining, Plaza Semanggi Jakarta). We have gained more than 62.000 views on posts related to Community Festival 2014 on ICITY Forum, 58 million impressions on social media and more coverage coming from blog posts also online media articles.   Our video entry:      
Company: Symantec  Entry submitted by: Tim Lopez (Tim) Project Manager, Social Customer Care LSW: Norton Social Support (http://www.twitter.com/NortonSupport) Lithy category: Excellence in Customer Satisfaction   Symantec was founded in... See more...
Company: Symantec  Entry submitted by: Tim Lopez (Tim) Project Manager, Social Customer Care LSW: Norton Social Support (http://www.twitter.com/NortonSupport) Lithy category: Excellence in Customer Satisfaction   Symantec was founded in 1982 by visionary computer scientists. The company has evolved to become one of the world’s largest software companies with more than 18,500 employees in more than 50 countries. We provide security, storage and systems management solutions to help our customers – from consumers and small businesses to the largest global organizations – secure and manage their information-driven world against more risks at more points, more completely and efficiently than any other company.   Our 2014 customer satisfaction goals were to decrease response times from 9 minutes to 6 minutes, move our team from a shared resource “hybrid” model to a dedicated team for Social Response, extend our hours of coverage from 12 hours a day to 24x7, increase our reach by expanding to areas outside of our branded properties, and develop a metric for gauging customer sentiment conversion trends. Through strategic planning, including continued use of Lithium Social Web, we were able to: Reduce response time to just about 5 minutes. Launch 24x7 coverage with our newly formed full-time dedicated response team. Expand support response coverage to Google Play, YouTube, Amazon Reviews, and many popular forums and blogs across the internet. Develop an innovative scoring system that averages the score of sentiment conversions allowing us to track the trend of our ability to delight customers and to ensure that as we grow we continue to focus on maintaining or improving customer satisfaction. Move from English only support to now include Danish, Dutch, French, German, Italian, Portuguese, Spanish, Swedish, and Russian – on both Twitter and Facebook. Generate reports that get distributed on a regular basis to the entire Norton Business Unit.   Sentiment Conversions and Time to Response have always been our driving factor. We want our customers to be thrilled with our engagement so we ensure that all of our metrics and KPIs reflect what we can do that benefits the customers. We want our customers to know that we care for them even after we have won over their business.      Using Sentiment Conversion tagging that we developed for use with LSW over the last year, we were able to show visual representations on our monthly reports. Using a system that translated the type of sentiment conversion in to a tangible score, we were able to create an average score that represents our success in delighting customers, further allowing us to track the trend. We were able to streamline our response time by moving to a full time team (in February) and balancing our scheduling around hourly volume trends.   Last year we had an 80% increase in individual cases and responses, at the same time we slightly decreased in ‘noise’, 50% increase in Positive Sentiment conversion, on over 14,000 cases handled in over 160,000 conversations monitored.    
Company: Indosat  Entry submitted by: Ghina Aliya (GhinaAliya) Community Manager, Forum ICITY Community: Forum ICITY (http://icity.indosat.com)  Lithy category: Marketing Champion   Indosat Tbk is a leading telecommunication and informa... See more...
Company: Indosat  Entry submitted by: Ghina Aliya (GhinaAliya) Community Manager, Forum ICITY Community: Forum ICITY (http://icity.indosat.com)  Lithy category: Marketing Champion   Indosat Tbk is a leading telecommunication and information service provider in Indonesia that provides cellular of prepaid services (Mentari and IM3) and postpaid services (Matrix), 3G services using HSDPA-technology, fixed data services including Multimedia, Internet & Data Communication Services (MIDI) and fixed voice (fixed telecommunication) services including IDD services and fixed wireless services. PT Indosat Tbk was established by the Indonesian Government on November 20, 1967 and now part of Ooreedoo Group (Formerly Qtel Group).   Forum ICITY (formerly Ngobrol Bareng) launched 3 years ago and known as “Indonesian 1 st Crowdsolution Forum”. We utilizes Lithium platform to take Indosat customer experience to the next level. We empower our Community members to be powerful advocates for us. More than just awareness and advocacy, we were bond in the same passion, the joy of being part of Indosat Community.   On March 2015 ICITY has gained more than 20.000 members, more than 115.000 postings, over than 9 million pageviews and 2.500 questions that have received a resolution or answer in the community. These valuable answers have received 2. 431.002 views resulting in direct deflections and support cost savings.   Duta IM3 and Indosat Blackberry Community are former community members whom presence trigger others to join and participate on the forum discussion. Potential influencers that reach diverse segmentation, from youth to more mature audience.   Our marketing campaign   Welcoming Ramadan-holy fasting month for moslems worldwide- in Indonesia, on June 2014 Indosat launch “IM3 Play 24 Jam” Campaign which gave more benefits to customers such as free Calls and SMS for 24 Hours. To leverage community word of mouth toward this new service, we initiate Takjil24 program in 10 areas (smaller version of Indosat region).   The objectives are to empower Duta IM3-Indosat youth brand ambassador-on becoming powerful advocates also utilize Forum ICITY and social media to spread the stories. Beside online buzz, we gave more advantage to the surrounding communities through this program.   Date: July 19 2014 (simultaneously across Indonesia) Time: 5-5.24 PM (local time) Participant: Maximum 5 groups/Area (5 Duta IM3 per group)   To make it more fun, we launch missions for DUTA IM3 with Takjil24 as the 1 st assignment. Advocacy “IM3 Play 24 Campaign” is the main focus while distributing takjil (snacks for Muslims to break their fast) to the surrounding communities in their own creative ways. 5 best groups will get top up on their balance also shopping vouchers.   The participants needed to upload: Posts on ICITY, Sub Category Sahabat IM3 Tweets Youtube Videos (max 4 minutes) All using #IM3Play24Jam #Takjil24 #DutaIM3 #GroupName hashtags   Results of our campaign   The stories about our new “IM3 Play 24 Jam” product spread out widely 37 groups (185 DUTA IM3) all across Indonesia were joined 11,000 views on ICITY posts related to this mission 1,600,000 impressions on Twitter, 700.000 accounts reached 33,000 views on Youtube More coverage on local electronic and online media Videos: https://www.youtube.com/watch?t=45&v=DdAWRYNIJhA https://youtu.be/dIKI567PwhE https://youtu.be/r8NBon8HdlY