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Past Lithys
Check out Lithy entries from previous years.
Company: Avon Entry submitted by: Rene Calvey (eCommerce Community Lead ) Community: Avon Beauty Connects Lithy category: Social ROI Titan   About Avon Products, Inc.   Avon is the Company that for 130 years has proudly sto... See more...
Company: Avon Entry submitted by: Rene Calvey (eCommerce Community Lead ) Community: Avon Beauty Connects Lithy category: Social ROI Titan   About Avon Products, Inc.   Avon is the Company that for 130 years has proudly stood for beauty, innovation, optimism and, above all, women. Avon products include well-recognized and beloved brands such as ANEW, Avon Colour, Avon Care, Skin-So-Soft, and Advance Techniques. Sold through nearly 6 million active independent Avon Sales Representatives, Avon products delight consumers in approximately 70 countries worldwide. Learn more about  Avon and its products at  www.avoncompany.com .   Avon now reaches one in three women in the UK, with six million women seeing an Avon brochure every three weeks.   In 2015, 22,000 shoppers voted Avon as the UK’s Best Health and Beauty Retailer 2015 in Verdict’s Customer Satisfaction Awards.   As the company for women, Avon is committed to supporting the causes that matter most to women; breast cancer and domestic violence. To the end of 2015, Avon and the Avon Foundation for Women donated more than $1billion in 50 countries to women’s causes.  In the UK £16.8 million has been donated to breast cancer charities through the Avon breast cancer crusade and £1.6 million to domestic violence charities through its Speak Out programme.   Goals for our Lithium-powered community    We wanted to create a community for both B2C and B2B members both for very different purposes. We wanted to engage customers with relevant content, enabling them to quickly find looks/products and conversations that would enable them to engage with one another and Avon.   For our Representatives we wanted to create a seamless journey from their ordering page using SSO and again present relevant business content and information while encouraging conversation.   Overall we wanted to a fun, engaging and supportive community that would serve Representatives and Customers one and the same.   Our focus areas and tactics to meet these goals   We wanted to focus on creating the right content for both areas of the community, by focusing on working with the wider business on B2B content and working with a content agency to supply blogger and beauty content we felt we had the right strategy for success. Traffic driving was also a big goal, we had to ensure that for the B2B area we could drive traffic internally through our eMail, newsletters and links from our ordering sites as SEO would not reach us! We also ensured that we had strong links with our social team and everything public facing we did had SEO in mind.   Social shopping and selling is also a huge part of our strategy, so by engaging our users with our ‘Reward beauty, receive beauty’ scheme we are able to send them a product in return for a nice piece of user generated content which left them feeling engaged and valued.     Our results   We recently undertook research that looked at Representatives that have NEVER logged into the community vs those that have logged on at least three times in a certain period. We found that those Representatives that are regularly using Avon Beauty Connects had a 137% higher rate of retention with the business, had a 47% higher order value and 83% higher average earnings per campaign. Representatives regularly using Avon Beauty Connects also had a 43% increase in Customers.   So the value of community in their engagement and support in running their own businesses is truly working!   We have also recently launched Knowledge Base which is creating a great collection of business guides and UGC for tips and tricks to run an Avon business.   Overall we have proved that we retain and engage our audience and provide an fun and friendly and business oriented community for the Avon Representative and his or her Customers.  
Company:  Covered California/Campbell Ewald Entry submitted by: Amanda McCartney  (Senior Marketing Specialist) Community:  https://www.facebook.com/CoveredCA/ https://www.facebook.com/CoveredCAEspanol https://twitter.com/CoveredCA h... See more...
Company:  Covered California/Campbell Ewald Entry submitted by: Amanda McCartney  (Senior Marketing Specialist) Community:  https://www.facebook.com/CoveredCA/ https://www.facebook.com/CoveredCAEspanol https://twitter.com/CoveredCA https://twitter.com/CoveredCA_es Lithy category:  Excellence in Customer Satisfaction   Covered California is California’s health insurance marketplace, established by the Affordable Care Act. It is the only place to receive financial assistance to make health coverage more affordable. Over two million Californians served.     Our customer satisfaction initiatives in 2015 In the fall of 2014, with the second Open Enrollment period approaching, Covered California was faced with a decision.   During the first year, its social media channels had been frequently visited by ideological opponents, some of whom antagonized Affordable Care Act (Obamacare) supporters and dissuaded potential customers from enrolling. At the same time, there were thousands of incoming posts and messages from distressed customers seeking assistance – many going unaddressed.   Concerns over purpose, functionality, practicality, and public relations were raised. Was it worth it to maintain social channels? Or, could these channels be turned in to functional marketing and customer support platforms? The latter path was chosen, and just in time for the start of Open Enrollment 2, Covered California embraced the Lithium Social Web platform in November 2014 as the solution to its customer service woes on social media.    With a mandate to offer a robust, responsive customer support channel option, a team was deployed using the LSW platform to handle Covered California’s thousands of incoming posts. By the end of Open Enrollment 2 in February 2015, and with a small team of four agents, Covered California Social Support successfully handled over 17,000 conversations with a 73% TAR (responses within 2 hours). This performance was celebrated as a success – Covered California’s social channels were no longer seen as a liability, but an opportunity.   Months later, and with a new agency, goals for the Social Customer Support Team remained high – seeking even faster response times and improved customer sentiment. For Open Enrollment 3 in Fall 2015, conversation sentiment conversion was tracked, showing a direct reduction of ‘negative’ and ‘neutral’ posts by half, with increased ‘positive’ sentiment (250%+). The team also improved TAR to 82% within 2 hours. Improving sentiment, responding more quickly and thoroughly, and converting upset customers into fans. Goals met.   The most important customer issue we were looking to solve via Lithium implementation   Covered California, being the largest state-based insurance exchange program, is in a unique position. It is a new governmental institution, offering exclusive services and savings to Californians, who are [now] required to purchase health insurance. Since the implementation of the Affordable Care Act, millions of Americans have had questions about what to do and where to get coverage/access health insurance.   The requirement, or “individual mandate,” elicits strong reactions in both support and opposition, expressed often on social media.   The solution is Covered California offering responsive, friendly, informative, and patient social support for consumers who are often frustrated or confused with the recent and significant changes in health care policy.   Using Lithium Social Web, the Covered California Customer Support Team is able to easily organize, prioritize, and quickly respond to the thousands of incoming posts. It has also allowed Covered California to build relationships with customers by thoroughly answering their questions, offering assistance, and escalating their issues when necessary.   Through these efforts, numerous customer issues are resolved via social media without the need for the customer to call the Covered California Service Center – which, particularly during Open Enrollment, can be overwhelmed.   The Covered California Customer Support Team is small (growing to six during Open Enrollment 3), but is prepared to address any issue that may arise. The team has successfully transformed Covered California’s social accounts into effective customer support platforms, helping thousands of Californians get the health coverage they need. Below are direct quotes from customers after receiving assistance from the team:     Our metrics   All below stats from Open Enrollment 3 – Nov 1, 2015 - Jan 31, 2016 – Covered California’s busiest time of year:   23,742 posts received à 13,965 Conversations handled and closed à 6,713 replies posted 82% response rate within 2 hour target goal Conversation sentiment conversion: Positive increased 250%, Neutral reduced 51%, Negative reduced 50%     Due to the success of social customer support during Open Enrollment 2, Covered California put more dollars behind promoting content in Open Enrollment 3 to increase reach, engagement, and fan/follower growth. The campaign was successful, resulting in an increase across all channels, especially Spanish-language, highlighting a demand for in-language assistance for California’s Latino community.   Growth November December January TOTAL GROWTH New Facebook Fans (English) 1,422 3,445 6,725 11,592 New Facebook Fans (Spanish) 1,248 448 2,975 4,671 New Twitter Followers (English) 316 624 522 1,462 New Twitter Followers (Spanish) 39 52 198 289    
Company:  Electronic Arts Entry submitted by:  Jennifer Hughes (Director WWCE Social & Community) Community: Answers HQ  Lithy category:  Total Community All Star      The Worldwide Customer Experience (WWCE) organization provides su... See more...
Company:  Electronic Arts Entry submitted by:  Jennifer Hughes (Director WWCE Social & Community) Community: Answers HQ  Lithy category:  Total Community All Star      The Worldwide Customer Experience (WWCE) organization provides support to customers across all the games that Electronic Arts (EA) publishes. The Social and Community team manages the Answers HQ Community and engages with players on social media channels. To provide the best customer experience, there for our players where they need us, when they need us. Social media and online communities are an integral part of our customer experience strategy and an important way that we support and engage with our players.   The AHQ online community is significant, with over 10.8M registered users and more than 277k new topics over the past year across five languages. In LSW, we monitor 75 social media channels with over 11.2M posts in the past year. Having an integrated approach to total community provides our team with a consistent experience that can be measured in LSI.   Total Community Details We have used Lithium Community for AHQ since its inception in 2012. In 2014, we added LSW for social media workflow.   LSW Each game that EA publishes has a unique brand and social media presence, resulting in a large volume of social media to monitor. We have leveraged LSW to manage these channels through 42 queues, 6 priorities, and 95 tags. We use custom close reasons to get the reporting that we need.   We recently deepened our unified approach by adding the Lithium Community into LSW for improved workflow capabilities. This addition enables us to prioritize incoming topics based on the types of issues that the community cannot solve in place. We expect to see an improvement in response times and first response rates.   Lithium Community AHQ is a player-to-player support community at its core, but it also allows for enthusiast conversations. Again, supporting many different titles we have used Lithium to provide a different look, feel, and overall experience for EA’s different games.     We have deployed a number of different features that make AHQ a robust community with high levels of participation. Instead of our customers calling in to report a game bug, the online contact routing system takes them directly to AHQ for self reporting. From there, we report bugs to studios and provide updates to players. AHQ also has a exceptional badging system that acknowledges community participation. We have issued over 7.4M badges since launching the program in September 2015.   LSI We Having detailed bulk data allows us to slice and dice our community and gain valuable insights, especially when connected with other data sources. The direct integration of community posts into our CRM tool allows for a unified 360-degree view across chat, phone, email, and Answers HQ. Community and social media data plays a vital role in helping us understand the full customer journey. We also use this data as an early warning system for emerging issues. The ability to tap seamlessly into a wealth of information provided by Lithium APIs is driving actions that are improving the overall customer experience with EA.   Total Community Advantage By working with one partner to leverage both the Lithium community and LSW to execute our social media and community support, we work more efficiently with a holistic strategy that best supports our players.  
Company:  SANE Australia Entry submitted by: Nicole Thomas (Community Manager) Community: SANE Forums Lithy category:  Excellence in Customer Satisfaction   SANE’s mission is to help all Australians affected by mental illness lead a be... See more...
Company:  SANE Australia Entry submitted by: Nicole Thomas (Community Manager) Community: SANE Forums Lithy category:  Excellence in Customer Satisfaction   SANE’s mission is to help all Australians affected by mental illness lead a better life. SANE does this through three key areas of activity to promote a better life for all Australians affected by mental illness: Support, Training, and Education.   As part of the activity of Support, SANE runs an online peer support community for people affected by mental illness. This is done through two communities – one for carers of people affected by mental illness and one for those with a lived experience.   Our  customer satisfaction initiatives   Help those with affected by mental illness feel less alone: ‘Friday Feast’ (see discussion here) started in 2015, as an opportunity for members to come together on a Friday night, bring a virtual ‘plate of food’ and have dinner together. Friday Feast is one of our most visited discussions, and received Australia wide media attention during Christmas, when members who were alone for Christmas Dinner logged on to be less alone.   Service integration: Giving people a seamless experience between sane.org and saneforums.org through Lithium discussion tagging ability.   Strengthening and growth of the community: To increase the sense of community, a new Role/Rank was created for members who have demonstrated loyalty and commitment to the community. The new role/rank of ‘Community Guide’ was given to members who have now taken on extra responsibilities to nurture and grow the community through one on one interactions with new members or members who need extra support.   Live community events: Hosting “live sessions” for members to connect with experts conducted through the Lithium platform, to increase knowledge, skills and encourage help seeking. Topics of live sessions have included: Caring for someone with Bipolar Managing and changing your thoughts Myths of Borderline Personality Disorder   The most important customer issue we were looking to solve via  Lithium implementation   Member safety and those at risk of harm are identified and managed quickly, through 24/7 moderation: In 2015, SANE Australia built their moderation team to 77. The team is made up of SANE Australia’s Help Centre team and staff from our partner organisations, who are geographically spread across Australia. Through the Lithium Platform and specifically Moderator Manager, we have been able to create a strong team of moderators, who are consistent in monitoring guidelines and the safety of members. Alongside Moderator Manager, the Lithium platform has given us the ability to house training videos and to communicate with each other, in a ‘moderator only’ space. This communication has been vital to the consistency and quality of the team.   Increased access to people geographically or socially isolated, to connection, support and a community to belong to: Through our partnership syndicated model, more people have had the opportunity to access the Forums. We have continued to grow our partnership pool from 15 partners in 2014, to 35 partners by December 2015. (example of syndication)   Live Community Events: These sessions have given people access to information, advice and skill building opportunities to improve their mental health, which they may not have otherwise, due to their geographic or social isolation. In these two hour live session we see, on average, between 60 – 110 posts and thousands of views.       ‘Friday Feast’ has been particularly successful in reducing the sense of isolation, giving members a place to connect, sharing a virtual ‘plate of food’ and forget about their mental health difficulties. Over the Christmas period, Friday Feast gained extensive media coverage, as a place people who were alone on Christmas night could connect.     Website and community integration: We have provided people with a seamless transition between the SANE Australia website and SANE Forums. We have utilized Lithium’s integration ability by tagging forum discussions to be visible on SANE Australia’s website in specific and relevant locations (Example: below and SANE website factsheet).   Our metrics   Feedback: "I am a SANE community member for the long haul ..its in my home town ... not just a virtual reality existence."   “I cannot express how much hope you have given me. Thank you so much for sharing your experience because before I read that tonight I thought there was no hope.”   “Reading posts and sharing on this forum has been very important to me .. like the first time I feel fully accepted among a group of people .. like finding my tribe.”   “The forums have also helped me find motivation to do some important things I'd been putting off in my depression. This was with encouragement from other members and moderators. “I enjoy the 'Topic Tuesdays' (aka Live Forum Events), these are worth watching out for. They are like workshops where members and moderators are online participating at the same time. It's fine to be quiet or to add comments. The last one which happened about a week ago felt therapeutic. Thanks for running it”   2015 Evaluation: 82% reported feeling safe in the Forums 71% reported experiencing the support from peers in the Forums 77% of respondents agreed or strongly agreed they felt comfortable sharing their experiences   Metrics CHI average increased throughout the year and didn’t dip below 600 between August 2015 – December 2015, with 709 being our highest score in October.   Overall in 2015, 86% of posts were generated by members, demonstrating the peer to peer connection between members.   Since launch (5 May 2014) to 20 March 2016 Posts: 42,537 New discussions: 2316 Total members: 2816 Page Views - Total: 1,065,203 Page Views - Mobile: 260,860 Page Views - Tablet 59,964 Unique visitors: 110,746
Company: Webroot Contact: Nic Tolstoshev (Community Manager) Community: Webroot Community Lithy category:  Marketing Champion   Webroot delivers next-generation endpoint security and threat intelligence services to protect ... See more...
Company: Webroot Contact: Nic Tolstoshev (Community Manager) Community: Webroot Community Lithy category:  Marketing Champion   Webroot delivers next-generation endpoint security and threat intelligence services to protect businesses and individuals around the globe. Our smarter approach harnesses the power of cloud-based collective threat intelligence derived from millions of real-world devices to stop threats in real time and help secure the connected world. Trusted and integrated by market-leading companies, including Cisco, F5 Networks, Aruba, Palo Alto Networks, A10 Networks, and more, Webroot protects tens of millions of devices across businesses, home users, and the Internet of Things. Discover Smarter Cybersecurity™ solutions at www.webroot.com   Webroot Business Dispatch Since December 2012, we’ve been sending out a monthly newsletter featuring the best community content determined by community metrics and an editorial team.      Every month we see a big spike in visits to the community.     We wanted to match the success of the Community Dispatch on the business section of the community.   Our strategy and tactics   We added a business oriented Community Dispatch sent only to SMB customers, starting in June 2015.  Our goal was to grow the business community as it wasn’t as active as the consumer side of the community.       Our results   We matched the 30% open rate of the consumer newsletter.     We’re seeing more questions and more answers coming from power users on the business and channel partner sections of the community:     More than doubled the business post views.     We started the business dispatch at the end of June 2015 and have doubled the business post views since that month.    
Company: giffgaff Contact: Gregg Baker (Head of Community) Community: giffgaff community Lithy category:  Support Savings MVP   giffgaff, the UK based mobile network run by its members, has now been going strong for over 6 year... See more...
Company: giffgaff Contact: Gregg Baker (Head of Community) Community: giffgaff community Lithy category:  Support Savings MVP   giffgaff, the UK based mobile network run by its members, has now been going strong for over 6 years. It was founded on the principal of having a community at the heart of everything. Be that Idea generation, business decisions and even our support.   We are an online only company, which means no retail stores and no pesky call centres to have to suffer when you need a helping hand. We found a better way, the right way, to do mobile with the support of our members.   Our customer care model   At giffgaff our peer to peer support model is not simply a way of saving money, or reducing cases, etc. It’s an approach we believe is the right way of doing things. Because of that, is is integral to how we function and operate as a business.    From day one, we wanted to give our members the best tools and platforms and sit back and let them decide how they should be used, what the purpose of them should be. Lithium was our platform of choice and our Community pushes it to it’s limits – more than we ever could.   The giffgaff approach   Our approach was born out of a desire to disrupt an industry, challenge ways of thinking and be a cause members would be driven to back. We stand proud of the difference our members made, taking it from a brave new idea to an industry expectation.   6 years of doing something different, 6 years of trusting our members, 6 years of having members come together and deliver a better way. This is the giffgaff way of doing things, putting metrics behind something which we just believe in is a HUGE challenge. So, this is our best metric, 6 years going on 7.    
Company: Barclaycard US Contact: Kati Driscoll (Community Manager) Community: Barclaycard Travel Community Lithy category:  Marketing Champion   BarclaycardUS is the 9th largest credit card issuer in the US. We believe that bui... See more...
Company: Barclaycard US Contact: Kati Driscoll (Community Manager) Community: Barclaycard Travel Community Lithy category:  Marketing Champion   BarclaycardUS is the 9th largest credit card issuer in the US. We believe that building community environments supports our credit card products and creates a differentiated customer experience through enhanced support and engagement.   Lithium’s community platform is the driving force behind the Barclaycard Travel Community. BarclaycardTravel.com is a unique travel community experience where Barclaycard cardmembers and non-cardmembers can share travel stories, look to other members for travel inspiration, and earn miles, which can be redeemed for rewards, for engaging in community activities.   Our unique promotion and objective   On July 2, 2015, changes to the Rewards Program Rules for the Barclaycard Arrival™ and Barclaycard Arrival Plus™ MasterCard® were announced. Community was part of a cross functional team initially formed to support customer care and manage complaint volumes, which were estimated to be higher than average, during the transition.   Rather than focusing on the minimal product changes being made, Social Media and Community teams suggested a different approach. Why not highlight the qualities of our award-winning travel card which remained unchanged?   We started with the question, "What is it about the experience of travel that drives our cardmembers' passion?" We discussed the emotions that travel evokes, especially the feeling when one arrives somewhere new. From there, we explored what it means to "arrive" as a symbol of status, connecting the existing social sentiment (#IHAVEARRIVED) to the way the Arrival card and its features enable and empower our cardmembers to have these same moments.   Our primary objective of the campaign was to promote and encourage positive product sentiment through proactive messaging of core featured benefits. This would be measured by a reduction in complaint volumes and an increase in positive social sentiment surrounding the brand.   Our secondary objective was to build loyalty and advocacy through an engagement campaign with our cardmembers and community members. This would be measured by content consumption & engagement on social media and within the community, content amplification, and cardmember behavior analysis.   Our strategy and tactics for our community   CONTENT STRATEGY Strategy for #IHaveArrived content focused on two types of content: #IHAVEARRIVED "moments" and Arrival product benefits     MOMENTS: Using Facebook audience insights based on our Arrival cardmember and community population, we created content which reflected lifestyle buckets Established Elite – represents America’s elite couples and singles. With no school-age children at home and the second highest income in the country, these households have enormous disposable incomes and pursue correlating luxuries and activities Summit Estates – families are enjoying the good life – luxury travel, entertainment and consumption of every kind are within easy reach Skyboxes and Suburbans – the best educated of all the clusters. These families shop at upscale stores, spend time feathering their nests and adhere to regular fitness programs. Corporate Clout – well educated and well compensated singles and couples in their 40s and 50s. These corporate executives and professionals are serious travelers, whether for work or pleasure and intelligent investors.     BENEFITS: We used community search and traffic trends, we developed content which helped users to better understand some of the most popular Arrival benefits while highlighting more obscure card features No foreign transaction fees No miles expiration Chip card technology Travel protections Rewards Access to Travel Community Access to Rewards Fan Zone Access to RewardsBoost MasterCard World Elite benefits Automatic World Elite status World Elite Concierge World Elite Luxury Travel benefits MasterCard Travel Services   DISTRIBUTION STRATEGY Content was posted across the following channels: Social Media Facebook Twitter Instagram YouTube Community Home page 5 separate user experiences PR Email Community Newsletter Arrival cardmember email Website Web tile Featured campaign content on the servicing site Integration with Arrival rewards – users could earn additional miles for registering for the community, sharing stories or using the #IHAVEARRIVED tag   PR 119M Media Impressions 225 outlets   SOCIAL 2M Social Media Impressions 961K Social Reach 125K Engagements 103K Video Views 91% decline in negative sentiment regarding the changes, our primary objective!   COMMUNITY 91K Page Views during Sweepstakes #IHAVEARRIVED generated 11% of 2015 community registrations 735 Travel Stories submitted   EMAIL 316K unique opens 20K unique CTR   CARDMEMBER 12% increase of arrival cardmembers registering in community Drove 5% increase of Arrival cardmembers linking accounts in the community   Key Learnings   SOCIAL Most engaged & cost effective age group for the contest: 18-34 (+20%) Most engaged & cost-effective age group for the benefits messaging was 25 – 34 (35%) Instagram ads proved to be cost effective but lacked the reach related to our Cardmember/Community audiences and fans Cardmembers who were Community Members, but were not linked were more inclined to enter the promotion via social Mobile is everything - 70% of the campaign reach was on a mobile device   COMMUNITY Best performing content spoke to our audience about benefits which provide a service for free or increase miles earns as opposed to benefits which save them money or offer convenience “If content is king, distribution is queen” - multichannel distribution is essential for content engagement success Content from promotion  
Company: AmBank (M) Berhad Entry submitted by:  Anna Ramly / Nurul Hana Mariana Muhammad (Assistant Manager) Community: TRUE by AmBank – TRUE Community Lithy category:  Social ROI Titan   AmBank Group is one of Malaysia’s premie... See more...
Company: AmBank (M) Berhad Entry submitted by:  Anna Ramly / Nurul Hana Mariana Muhammad (Assistant Manager) Community: TRUE by AmBank – TRUE Community Lithy category:  Social ROI Titan   AmBank Group is one of Malaysia’s premier financial solutions Groups with 40 years of legacy in understanding Malaysian customers and provides a wide range of both conventional and Islamic financial products and services. While AmBank Group continues to grow dynamically and gain recognition as Malaysia’s preferred financial solutions group, its strategic partnerships with key global players has paved the way for greater international connectivity. Complementing its strong reputation as a key financial solution provider in Malaysia, its partnerships with Australia and New Zealand Banking Group (ANZ), Insurance Australia Group (IAG) and MetLife Inc has brought new energy and value in how the Group conducts its business to better serve its markets.   TRUE by AmBank, a solution designed for young professionals, is a new addition to the AmBank Group family and comprises not only of a TRUE Everyday Banking Kit (debit and credit card) but also the first bank in Malaysia to offer a digital community platform – TRUE Lab.   Our 2015 community goals    When we first launched TRUE Lab, the first digital community platform by a Financial Institution in Malaysia, we aimed to fulfill the following goals: Increase engagement rate of the brand Crowd source ideas on banking solutions and services Introduce the concept of TRUE Lab - a community platform to crowdsource for ideas. Grow a community financial education Introduce the power of community feedback and co-creation   Our focus areas and tactics to meet our goals   In order to achieve these goals, we came up with several campaigns designed to gain feedback, inspire creativity, stimulate ideas from our community and build brand loyalty among our members through our first gamification program.   TRUE Potential campaign   The introduction to TRUE Lab was through an emotional route. TRUE Potential was launched to listen to individuals who have always dreamed of realizing their TRUE potential and unleashing their capabilities that they could not pursue due to circumstances. This was in line with the objectives of TRUE Lab where we listen to the community and deliver their wants and needs. At the end of the campaign, we helped these well-deserved individuals discover their potential and realize their dreams, and at the same time, gained friends in the TRUE Lab community.     Community Connection   Besides TRUE Potential, we also ran nine other campaigns to instill a deeper connection with superfans and TRUE Lab members through initiatives like TRUE Love, TRUE Touch ‘N Go, TRUE Fortune, TRUE Mother’s Day, #TRUEgettingtoknowyou, #TRUEbyAmBankOOTD, TRUE@Uni Ideation, TRUE Goals, and our pilot gamification program, TRUE Quest 2015. During #TRUEgettingtoknowyou, community members were invited to share personal stories, anecdotes and their sense of style while getting to know other personalities lurking behind the usernames, including the individuals helming the TRUE Lab team. #TRUEbyAmBankOOTD, held in conjunction with TRUE Fashion Month, drove traffic for the months of August and September as they battled for the chance to be crowned TRUE Lab’s Most Fashionable Fashionista.   The gamification element of TRUE Lab was always a priority for us as we had already identified our superfans. By introducing our pilot gamification program in November, we had a simple game plan that would entail members to gain badges and rewards when they initiated content, encouraged ideation and discussion, and referred their friends and family members to TRUE Lab.       Our Results   TRUE Potential: During the three-month campaign period, we used the following methods to increase awareness to TRUE Lab: Facebook PPLA, Facebook PPVA, LinkedIn, YouTube Masthead, YouTube InVideo Overlay, Google Display Network and tie up with blog networks. Within six weeks, our TRUE Potential video reached 171,858 unique viewers and made 1,059,607 impressions. We also received over 250 submissions by March. The Lithium platform enabled members to share their ideas via the Lithium ‘Share’ function for Facebook and other social media outlets, and this helped their idea gain more kudos.     TRUE Potential Campaign Results   The marketing ringgit spent on Facebook PPLA, Facebook PPVA, YouTube pre-roll ads and Google Display Networks proved to be effective when there was traffic driven to TRUE Lab, which resulted in the increase of membership registration and participation of the campaign.   From this campaign alone, we received: 146,502 page views 80,852 visits 67,834 unique visitors 1,309 new members 256 ideas and 1358 kudos Facebook - 9,153,793 impressions LinkedIn – 99,026 impressions YouTube – 1,059,607 impressions, 232,448 views, 171,858 unique viewers YouTube Masthead (Mobile) – 135,781 clicks, 7,115,162 clicks   Overall TRUE Lab campaigns results   We introduced 10 campaigns in 2015 in the LSW community, which helped boost membership numbers, submission of ideas and activity in TRUE Lab. We went from 694 members at the beginning of the launch of TRUE Lab to 2,046 by the end of 2015, resulting in a membership increase of 195%. Since implementing LSW, we noticed a spike in unique visitors and page views particularly from mobile phones.  
Company: Nextbit Contact: Kay Linayao (Program Manager, Community and Social Media)    Community: The Nextbit Community Lithy category: Community Design of the Year   Nextbit has created the only cloud-first, design-forward sma... See more...
Company: Nextbit Contact: Kay Linayao (Program Manager, Community and Social Media)    Community: The Nextbit Community Lithy category: Community Design of the Year   Nextbit has created the only cloud-first, design-forward smartphone for anyone who wants to be freed from the limits of today’s mobile technology.   Nextbit was founded in 2013 by early Android veterans Tom Moss and Mike Chan, and is based in San Francisco. In order to produce a high-end, groundbreaking phone that would surmount common smartphone shortcomings, Moss and Chan brought on former HTC design lead Scott Croyle, best known for designing the iconic HTC One M7 and M8. Croyle was hired in 2014 and serves as Chief Design and Product Officer. The team has developed an elegant, cloud-first Android smartphone that will extend the storage capabilities of the phone beyond what the specifications currently allow, designed from start to finish in San Francisco.   Nexbit investors include Google Ventures and Accel Partners.   Our community goals      Our goal is engagement, creating a strong sense of community, and leveraging peer-to-peer support.   Our unique design elements    Nextbit Robin (the product) has great design, and our community is no different. Most communities, as we’ve seen, are pretty plain and simple. We add a spice of life by adding lifestyle photography to our homepage: nextbit.com/community     How we executed our community design   To execute, we always kept our brand experience in mind. For example, the header and footer of the community is consistent across all nextbit.com websites.   Header: Footer:   Our results   We measure the success of our design based on: increased number of casual users v. observers, increased number of top contributors, page views, unique visits, traffic to website.   We’ve seen these exciting results in the first two months of launching our community: 21,144 Unique Visitors 79,714 Visits 12,867 Posts 531,186 Page Views 7,328 Kudos given    
Company: AmBank (M) Berhad Entry submitted by:  Anna Ramly / Nurul Hana Mariana Muhammad (Assistant Manager) Community: TRUE by AmBank – TRUE Community Lithy category:  Marketing Champion   AmBank Group is one of Malaysia’s prem... See more...
Company: AmBank (M) Berhad Entry submitted by:  Anna Ramly / Nurul Hana Mariana Muhammad (Assistant Manager) Community: TRUE by AmBank – TRUE Community Lithy category:  Marketing Champion   AmBank Group is one of Malaysia’s premier financial solutions Groups with 40 years of legacy in understanding Malaysian customers and provides a wide range of both conventional and Islamic financial products and services. While AmBank Group continues to grow dynamically and gain recognition as Malaysia’s preferred financial solutions group, its strategic partnerships with key global players has paved the way for greater international connectivity. Complementing its strong reputation as a key financial solution provider in Malaysia, its partnerships with Australia and New Zealand Banking Group (ANZ), Insurance Australia Group (IAG) and MetLife Inc has brought new energy and value in how the Group conducts its business to better serve its markets.   TRUE by AmBank, a solution designed for young professionals, is a new addition to the AmBank Group family and comprises not only of a TRUE Everyday Banking Kit (debit and credit card) but also the first bank in Malaysia to offer a digital community platform – TRUE Lab.   The TRUE by AmBank Story:   About two years ago, a group of young professionals sitting in an office in the city of vibrant Kuala Lumpur came up with an exciting concept to bring a fresh new perspective to banking.   The target market? Quite simply, young professionals. Thus came the creation of TRUE by AmBank, which was developed with the support of parent company AmBank (M) Berhad, one of the largest financial institutions in Malaysia, to attract an emerging and influential segment with strong purchasing power as well as abundance of ideas who’ll soon be shaping the future of the economy and the world.   The TRUE by AmBank brand consist of two concepts - The TRUE Everyday Banking Kit and TRUE Lab, Malaysia’s first digital, crowd-sourcing platform, designed to listen to the needs of young professionals (YPs) and banking customers nationwide.   Our unique promotion and goal   The TRUE Potential Campaign As part of the introduction to TRUE Lab, we designed a campaign to leverage on the power of online community to empower and engage in conversations with our target segment – Young Professionals.   The campaign concept was developed from insights that many Young Professionals are not exploring their true potential to have a more fulfilled life – and this could mean being a better human being or perhaps even a change in career path.   The goal was to crowd source participant’s untapped potential and dreams while sparking conversations and steer the community to actively engage in dialogues on TRUE Lab.   The campaign utilized the Lithium platform for participants to submit their entries on the ideation page, share and invite their family and friends to vote.     Our tactics and strategy for promotion   We went to the streets of Kuala Lumpur and quizzed Young Professionals on their dreams, goals and ambitions, only to uncover that most professionals stop pursuing their TRUE potential because of the rat race or money.   To create awareness, we developed an ad campaign targeted to the online digital space: ie YouTube, Facebook, blogs, Google, LinkedIn, Nom Nom and featured prominent Malaysian bloggers to entice those dream seekers to join TRUE Lab and share their ideas with their family and friends and invite them to vote or kudo their submissions. The kudo function was a factor in our judging criteria as the most popular ideas were then curated into the semifinals of the judging process.   The strategy of this campaign was to encourage users to share their dreams and aspirations, with the aim to get users to be familiar with using their voice in the community for future crowd-sourcing initiatives.     Campaign Results   The marketing ringgit spent on Facebook PPLA, Facebook PPVA, YouTube pre-roll ads and Google Display Networks proved to be effective when there was traffic driven to TRUE Lab, which resulted in the increase of membership registration and participation of the campaign. From this campaign alone, we received: 146,502 page views, 80,852 visits, 67,834 unique visitors, 1,309 new members 256 ideas and 1358 kudos Facebook - 9,153,793 impressions LinkedIn – 99,026 impressions YouTube – 1,059,607 impressions, 232,448 views, 171,858 unique viewers YouTube Masthead (Mobile) – 135,781 clicks, 7,115,162 clicks         YouTube Trueview Results over six-week period     Nom Nom Promoted Content (Blogs)   Impressions: 4,875,796 Clicks: 5,273       Key Learnings People loved the videos! – Facebook PPVA (Page Post Video Ad) achieved higher results than PPLA (Page Post Link Ad) with larger audience engagement level Mobile capability was essential to this campaign. Having a YouTube masthead for mobile helped increase clicks since it reached 2.8x more impressions than the desktop version. Kudo function enabled us to use this as part of our judging criteria to analyse popularity of ideas Having the ‘Share’ button in the Lithium platform allowed participants to share their submissions on social media, which helped bring more traffic into the website  
Company: Upwork Entry submitted by: Garnor Morantes  (Director) Community:  Upwork Community Lithy category:  Total Community All Star   Upwork is an online global talent pool that connects professional freelancers with qual... See more...
Company: Upwork Entry submitted by: Garnor Morantes  (Director) Community:  Upwork Community Lithy category:  Total Community All Star   Upwork is an online global talent pool that connects professional freelancers with quality clients. We are the world’s largest talent marketplace with an annual run rate of over $1B+ in freelancer earnings. We have 4M clients and over 10M freelancers who have registered, with approximately 30,000 new freelancer registrations per week.   Our clients and freelancers are distributed globally. Our largest client regions are the US, UK, Canada, and Australia. Our largest freelancer regions are US, South East Asia (India, Pakistan, Philippines) and Ukraine.   What Total Community means at Upwork   Filling a void in the future of work Our community platform is a mechanism for users to connect with each other and with the Upwork brand in ways that contribute to their professional and work-oriented marketplace experience. The forums are used to foster the learning, social and collaborative relationships that are otherwise difficult to come by for freelancers and clients who often work in solitary workspaces.   Giving the brand a Voice The community also serves as a communication mechanism for the Upwork brand, allowing us to notify and position key product, policy, feature and other changes to a large customer audience. Through our forums and other community channels, we highlight tips, best practices and help content, thereby aiding in case deflection for our customer support teams.   Knowing our customers As a business, Upwork has a unified digital strategy built on Lithium technologies to monitor, gather and report on customer activity. Through LSW and the Lithium community (LSI), we use these channels to identify: Site performance and incidents Feature usage and reaction Customer sentiment   These insights are then delivered directly to product and business owners and shared with the entire organization in a formal report each week. With this unified approach the organization is closely aligned with customer needs and sentiment and we are rarely, if ever, surprised by customer response.   More about our Community and how it’s evolved   In 2014, we hosted two separate community forums, one each for the Elance and oDesk marketplaces. These forums were hosted on Drupal, and resulted in a combined page view total of ~1.3 million/ year. In November 2014 we launched our Lithium Community for oDesk and migrated over those users and approximately 12 months of historic content.   Within the first 6 months of our Lithium Community, we had surpassed 1.5 million page views and now regularly exceed that number on a quarterly basis.       Performance Results of Our Total Community: Since launch, we’ve consistently maintained a CHI score of 700+ and now reach around 1.5 million page views, each quarter! Consumption is trending higher every month. Users are clicking around the site more with an average of 6 page views per visit. Registrations are continually trending upwards with roughly 1000 new registrations a week. SEO is working very well with the majority of the traffic (83%) coming from Google. We are Best In Class for consumption and join rates.       Expanding our Total Community - What’s Next?   The Upwork Community has done well to bring our company closer to its customers and to enable members to fill a void that many of us who work in a traditional work environment take for granted. Our high engagement metrics prove this.   We’ve also become a reliable source for information and other resources that can contribute to success on the Upwork marketplace. According to our latest Value Analytics survey, users are coming to the community for answers and find our Community to be a reliable source of customer information and support.   An increased focus on Community Support To further our progression as a resource for customer support, we recently redesigned our community with a focus on ways to help with case deflection and assist new users in finding the information they need. We changed the way our search worked and provided a convenient call to action so users would know to post their questions right from the search bar. We’ve also added more descriptive text and an introduction video that gives a tutorial style walk-thru for new users to navigate the community. With the new redesign and optimization we aim to achieve the following:    Case deflection of Customer Support tickets; Increased CHI; Organized content to improve the user experience.   Launching LSW   An important step in our connection with our Social and Support teams was the launch of LSW. LSW went live at Upwork on February 2, 2016 and has helped our teams to be better equipped when addressing user concerns. Through LSW’s capabilities our teams have been able to seamlessly engage with our users, escalate communications to other teams, and respond to user's posts, questions and requests better than before.   LSW has helped in the following areas: Time to reply (avg. 3 mins faster): Because our teams can manage all activity from one location and leverage macros, bulk responses, etc. they are able to respond faster on social and in the community. The Lithium App also allows our CS agents to access tickets/messages through their mobile devices, which helps them stay informed/reactive when an urgent case comes in outside of their work hours. Queue management: Posts are flagged and deposited into appropriate queues, based on “@” mentions and other keywords. As a result, the teams are able to assign areas to specific personnel.  Tags help our agents ensure that more urgent issues take precedence over others in case of a backlog. The queue and priority system makes it easy to ensure everyone's taking care of priority posts first and nothing gets missed. Visibility: Because of the cross-functional dashboards and supervisor views our community, social and CS teams can see activity across channels, allowing us to collaborate more intuitively.  For example, outages and other incident activity have been identified via email ahead of our Engineering teams allowing us to use LSW to help with incident alerting and management. Tracking/User management: Agents can add user notes and are quickly able to identify a user’s social influence (followers) and social history (past posts/tweets). The customer conversion history and internal notes make both internal coordination and customer responses easier and better. Agents can tag customers (VIP, problem customer, Upwork employee/associate, etc.), store customer information (UIDs, contact info) and make internal notes to build a collective knowledge base. This allows us to readily handle inquiries, giving each agent a full perspective of who that customer is.  
Company: Nextbit Contact: Kay Linayao (Program Manager, Community and Social Media)    Community: The Nextbit Community Lithy category:  Support Savings MVP   Nextbit has created the only cloud-first, design-forward smartphone ... See more...
Company: Nextbit Contact: Kay Linayao (Program Manager, Community and Social Media)    Community: The Nextbit Community Lithy category:  Support Savings MVP   Nextbit has created the only cloud-first, design-forward smartphone for anyone who wants to be freed from the limits of today’s mobile technology.   Nextbit was founded in 2013 by early Android veterans Tom Moss and Mike Chan, and is based in San Francisco. In order to produce a high-end, groundbreaking phone that would surmount common smartphone shortcomings, Moss and Chan brought on former HTC design lead Scott Croyle, best known for designing the iconic HTC One M7 and M8. Croyle was hired in 2014 and serves as Chief Design and Product Officer. The team has developed an elegant, cloud-first Android smartphone that will extend the storage capabilities of the phone beyond what the specifications currently allow, designed from start to finish in San Francisco.   Nexbit investors include Google Ventures and Accel Partners.   How community meets our customer care goals   We have a strong top contributor program and our goal is to leverage community to scale support by reducing call volume and get feedback back to Product/Engineering to improve product and address bugs/issues.   Reducing support costs   We’re leveraging more of the community as well as the call center to reduce costs. For example, we’ve badged support agents from our call center as “Product Experts” in the forum to scale support.       Our results   We measure our customer care results from the following: # of JIRA tickets filed to Prod/Eng from community escalation, decreased response time, call deflection, reduced case escalations, and support agent utilization.   While we don’t have the above metrics to share yet at this early stage post-launch, we’re pleased to see these exciting results in the first two months of launching our community, indicating that our community is vibrant and headed for success: 21,144 Unique Visitors 79,714 Visits 12,867 Posts 531,186 Page Views 7,328 Kudos given  
Company: Dixon Schwabl (representing Frontier Communications) Entry submitted by: Jessica DiLuglio    (Social Media Account Executive ) Social channel: https://www.facebook.com/FrontierCorp/ Lithy category:  Excellence in Customer S... See more...
Company: Dixon Schwabl (representing Frontier Communications) Entry submitted by: Jessica DiLuglio    (Social Media Account Executive ) Social channel: https://www.facebook.com/FrontierCorp/ Lithy category:  Excellence in Customer Satisfaction   Frontier Communications is an S&P 500 company and is included in the Fortune 1000 list of America’s largest corporations. Frontier serves predominantly a mix of urban, suburban, and rural areas across the U.S. The company offers a variety of services to customers over its fiber-optic and copper networks, including video, high-speed internet, advanced voice and Frontier Secure digital protection solutions. Frontier Business Edge offers communications solutions to small, medium, and enterprise businesses.   A focus on customer support   The company’s social media networks are primarily used for customer engagement, support and retention.   On April 1, 2016, Frontier acquired over three million customers from the states of California, Texas and Florida. To manage the anticipated volume of conversation, Frontier needed a tool that could coordinate community engagement between its 100+ customer service representatives, determine strategic workflow of responses and help the company easily serve its new customers.   With Lithium, Frontier was able to help listen to the conversation, identify pain points that customers were having and respond to the customers in a timely manner. Due to the efficiency of Lithium Social Web (LSW), social media became a key source of information for Frontier’s senior leadership. What are the main concerns of the customer? Where is the largest amount of volume occurring? How can we help the customer?   Thanks to LSW, Frontier was able to answer all of those questions and more in a timely and efficient manner. Plus, Lithium has made it easier for Frontier to prepare for business as usual conversations that occur on the page – and will help them transition forward with helping their customers at an optimal level.   LSW helps with customer retention   Frontier’s social media platform is a vibrant collection of customers and prospects that use the social channels to ask questions, seek customer support and learn new information. Since every interaction with the customer matters for Frontier, this online network is vitally important to the success of the company and its digital goals.   For these reasons, Frontier views their social media, and digital strategy, as a customer retention platform. If the customer remains happy they will continue to purchase the services that Frontier offers.   Lithium’s presence for Frontier allows its customer service team to be more efficient and knowledgeable with customers while keeping them happy throughout the communication process. In particular, the workflow operations enabled by LSW allow the Frontier team to work together while helping each customer, ensuring that customers are not seeing duplicate messages or requests.   Plus, Lithium’s data allows Frontier to stay ahead of the game when it comes to customer pain points and trending topics that the company needs to be aware of.   Frontier’s customer satisfaction results   Before the acquisition began, Frontier set a goal of an 85% SLA under 1 hour. During the first few days, Frontier looked at the data and realized that SLA was not reaching the target goal. Knowing what they were tracking at, Frontier was able to readjust and after April 5, the target SLA of 85% under one hour was met each time – it did not get back under 86%.   Other helpful metrics that Frontier was able to track were total inbound posts, volume of Facebook, Twitter and Spanish comments, response time, and top topics of what customers were talking about on social media. By being able to track volume of posts, to topics and its average response time, Frontier was able to find out how quickly customer questions were answered and compare concerns expressed by customers on social media to concerns expressed by customers calling into contact centers. This helped the company as a whole quickly identify service issues before they became widespread.   The Frontier digital management team has continually exceeded its SLA under one hour goals since April 1, and they have been able to do this despite the volume of the social media conversation increasing by 10x since March.  
Company: SS&C Advent Entry submitted by: Ellen Pun (Community Manager) Community: Advent Community Lithy Category: Community Design of the Year   SS&C Technologies, Inc. provides mission-critical software and software-enabled services ... See more...
Company: SS&C Advent Entry submitted by: Ellen Pun (Community Manager) Community: Advent Community Lithy Category: Community Design of the Year   SS&C Technologies, Inc. provides mission-critical software and software-enabled services for the global financial services industry. SS&C has more than 7,500 employees worldwide, located in the Windsor, Connecticut headquarters, and offices throughout North America, Europe, Asia Pacific, and Australia. SS&C provides the global financial services industry with a broad range of highly specialized software, software enabled-services and software as a service (SaaS) solutions for operational excellence. We deliver mission-critical processing for information management, analysis, trading, accounting, reporting and compliance.   Our community goals   Advent Community is intended to help our clients solve their problems through a variety of different channels. The community acts as a hub for content, connecting people, and a platform for interaction. It is a place for two way flow of communication between Advent and the ecosystem we interact with. We want to be able to connect our users with personalized and relevant content and capture feedback to help improve our software, services, and our community experience. It is our intention to make information and answers easy to access, with support, particularly phone support, being the last resort. We want our users to be able to share their thoughts with their peers and with Advent and know that they will be heard.   The design elements that make our community stand out   We designed community to be able to provide an easy way to access the information users are looking for while providing transparency into the future of our products.   We publish our product roadmaps on Community. Each product roadmap item is linked back to the product’s idea exchange, directly to the idea. We’re able to highlight which roadmap items originate from community members and we make it easy for others to comment and vote as well. By publishing Advent-originated items, we invite comments and questions from users about why features are important. Users are not only able to see the direct impact that they have on our product but we believe that knowing specifically where the product is going can help make the decision to upgrade an easier one.   We also publish our products’ known issues (called Fixes & Requests, or F&R) in an effort to be transparent and to help divert support requests. While the UI of these pages runs on Kendo UI, the backend of the page is a hidden Lithium discussion board. Each F&R item is posted as a topic to the board associated with the product. By leveraging the subscription capability of Lithium Discussions, users are updated when the product team makes an update rather than needing to start a support case.   We’ve made improvements to our site header and menu. We added “quick action” buttons to the header to start a new discussion post, create a new idea, or start a new support case. We highlighted these frequently used actions in order to help lower the barrier to engage. We’ve also added the ability to set and indicate your product version in the menu. By knowing what matters to the user, we’re able to deliver the most relevant content in search results.   How we executed our community design   We are always actively collecting feedback from clients both in person and online. Our CSM team incorporates a section on Community during their client quarterly business reviews. We speak with clients about Community during our annual client conference. During our session, we showed previews of upcoming ideas for improvements and often modify these ideas based on the conversations we have about them. We were able to survey s on different areas of the site to learn which areas of the site needed the most improvement. Most importantly, we collect information from the Feedback board on Community.   The Community team aggregated the feedback and brought it to our internal UI/UX team to ensure that we were not only creating a better site experience but one that was consistent with the look and feel of the Advent brand. The common color palate and use of shared technology platforms provide s with a consistent and seamless transition when moving between our software and Community.   Kendo UI’s intuitive design of the filters, groupings, and the clean aesthetic make the grids a great way for us to organize and sort through the large amounts of data that live within Fixes & Requests and our Product Roadmaps. We first applied the Kendo UI to our support case portal. After it was clear that it was intuitive to use, we then rolled it out to Fixes & Requests and the Product Roadmaps. Now that other internal teams have seen the benefits it has been integrated into future designs for other parts of our Community to be integrated later this year.   Our metrics   A large part of our site design is focused on the ability to surface relevant content as you browse different parts of the site. We also want to make your frequent actions easy to access.   We allow users to mark their favorite products with a star in the products menu. Starring the product not only makes the product easier to access within the menu, but it subscribes you to that product’s discussion board. Upon logging in, the primary part of the home page is focused on the user’s subscriptions. Updates to discussions about the products you use are front and center on the page.   To take that a step further, users have the option to set the product version they use. We store that information and use that to better surface relevant content within search results. By default, we’ll list information about the newest product version first but we don’t want users to have to sift through multiple results if they’re not using the latest version. Currently, 25% of our active user base has set product preferences. We redesigned and released our new-user experience last month which prompts and encourages users to set these preferences. We hope to see this number increase with time.   Our Fixes & Requests boards allow users to subscribe to over 23,000 product updates. While these settings and subscriptions (and discussion and idea subscriptions) allow us to better deliver information to users, we may have made things too easy to come. We’ve found that while many have subscriptions set up to their advantage, they are consuming the information via email rather than logging in. We actively post webinar recordings and other items that users can only access upon logging in but continue to work on campaigns to drive visitation and log in.   Home page with Subscriptions and Quick action buttons       Fixes & Requests and Subscription Ability     Product Roadmap with Client and Advent Ideas     Product Menu with Product and Version settings        
Company: Nextbit Contact: Kay Linayao (Program Manager, Community and Social Media)    Community: The Nextbit Community Lithy category:  Excellence in Customer Satisfaction   Nextbit has created the only cloud-first, design-for... See more...
Company: Nextbit Contact: Kay Linayao (Program Manager, Community and Social Media)    Community: The Nextbit Community Lithy category:  Excellence in Customer Satisfaction   Nextbit has created the only cloud-first, design-forward smartphone for anyone who wants to be freed from the limits of today’s mobile technology.   Nextbit was founded in 2013 by early Android veterans Tom Moss and Mike Chan, and is based in San Francisco. In order to produce a high-end, groundbreaking phone that would surmount common smartphone shortcomings, Moss and Chan brought on former HTC design lead Scott Croyle, best known for designing the iconic HTC One M7 and M8. Croyle was hired in 2014 and serves as Chief Design and Product Officer. The team has developed an elegant, cloud-first Android smartphone that will extend the storage capabilities of the phone beyond what the specifications currently allow, designed from start to finish in San Francisco.   Nexbit investors include Google Ventures and Accel Partners.   Our customer satisfaction initiatives   As a startup, we launched in February 2016 (just a few months ago). With the tools that we have, we base our customer satisfaction on community sentiment, sense of community, and top contributor nominations (quality referrals).      Focusing on scaling support   We are focused on scaling support through peer-to-peer support. Our vision for community: the first place users go for excellence in customer service.   Our metrics    Our customer satisfaction results are focused on sentiment, decreased customer complaints, and traffic to our store.   We’ve seen these exciting results in the first two months of launching our community: 21,144 Unique Visitors 79,714 Visits 12,867 Posts 531,186 Page Views 7,328 Kudos given  
Company: GoDaddy Contact: Rachel Makool (Sr. Product Manager, Community) Community: GoDaddy Community Lithy category:  Marketing Champion     Our unique promotion    One of GoDaddy’s top “rocks” = goals is ... See more...
Company: GoDaddy Contact: Rachel Makool (Sr. Product Manager, Community) Community: GoDaddy Community Lithy category:  Marketing Champion     Our unique promotion    One of GoDaddy’s top “rocks” = goals is to “Extend and Enhance our Customer Relationships” and as part of this, we launched our Community.   Our goals are to: Provide quick and immediate answers to customer questions to save them time while in the flow of their work. Encourage engagement of our customers to aid in learning of GoDaddy products and services to enhance usage. Enhance learning and engagement for our employees to increase understanding of customer's needs and expectations of GoDaddy   In order to kick off our new Community, we wanted to seed a lot of content. We decided to recruit customers that we named “Community Founders” to help us seed the content before going live.   Our strategy and tactics    The strategy was to get a group of customers to help us seed content before going live. The tactics were to recruit customers through multiple methods like emails, phone calls and article in our Help content. We set a lofty goal of 200 customers. Asked them to sign up so we could reach out to them with more detail.   We recruited a group of customers through email campaigns and by reaching out to individuals to be “Community Founders”. We had 300 express interest and 50% of them (150 customers) registered and signed into the Community to help us seed content before the site went live on March 31st. These 150 customers were comprised of professionals (people who create websites, etc for other customers) and other small business owners. We spent 5 weeks working closely with them to create compelling content to launch the site with. They all earned a “Community Founder” badge and rank as a thank you and also to give them recognition in the Community as leaders.   Founder badge and rank icon:     The customers we recruited as Founders were GoDaddy customers for at least 1 year, active and own more than 3 of our products.   One of our Founders (username LoDoWeb) stated, "The community thus far is a great place to meet people. So far I enjoy it.”   In addition to the Founders badges, we created an “Early Bird” badge for any customer who registers within the first month of the launch in April.     We also created a “GoDaddy Pro” badge to recognize all “Pros” who are part of our GoDaddy Pro program. We will also have a rank icon for them shortly. This is a way for them to highlight their business expertise and potentially get business from someone who needs help building a website.     Our results   We exceeded our goals and got 300 customers to sign up. As of today, March 23 rd , we have 80 customers registered and posting. We plan on launching within the next two weeks and hope to have more customers registered and posting before going live. Their posts have been very engaging! We created a “Founder” Badge to give them recognition for being early birds in our Community and will also create a “Founder” rank in order to attach a badge to their user name.   In the first month, we’ll have received 50,000-70,000 page views through email promotion, Twitter promotion (see below screenshot), exposure in Help (see below screenshot) and SEO.          In addition, we have achieved over 2,000 completed registrations in the first month of our community launch.
Company: Barclaycard US Contact: Jen Hitchens (Community Manager) Community: Barclaycard Ring Community  Lithy category:  Marketing Champion   BarclaycardUS is the 9th largest credit card issuer in the US. We believe that build... See more...
Company: Barclaycard US Contact: Jen Hitchens (Community Manager) Community: Barclaycard Ring Community  Lithy category:  Marketing Champion   BarclaycardUS is the 9th largest credit card issuer in the US. We believe that building community environments supports our credit card products and creates a differentiated customer experience through enhanced support and engagement.   Lithium’s community platform is the driving force behind the Barclaycard Ring Community. Barclaycard Ring MasterCard© is a very simple credit card product with a low interest rate, simple terms and no annual or balance transfer fees. But what sets Barclaycard Ring apart is its use of online communities in an innovative way to talk with card members about the product and how it should evolve. The Barclaycard Ring team also developed the industry’s first profit sharing program with card members, called Giveback™. This aligns the interests of both bank and card member like never before and opens the door for both to advance the cause of charities. And to help crystalize the trust, the team posts the financial statistics for the program on the website and discuss the results each month.   Barclaycard Ring Community “Ask FICO” Online Event   According to CEB TowersGroup, a financial services industry analyst group, 90 percent of credit scores purchased by lenders are FICO® Scores. While BarclaycardUS has been a pioneer in FICO® Score access for its cardmembers, many consumers still harbor a flawed - and costly - understanding of their credit scores.   Knowing that access to one's credit score is a small part of the path to better credit, Barclaycard Ring embarked on a mission to provide cardmembers with a clearer path to credit health. Partnering with the team at FICO®, Barclaycard was able to connect cardmembers to expert answers while providing a platform to share their own credit success stories – at no additional cost to the business.   Our primary objective of the campaign was to promote and encourage a greater understanding of credit scores and the FICO® Score we share with our cardmembers.   Our secondary objective was to increase the number of registered users in the Ring Community, increase engagement as well as create evergreen content that could provide answers to questions other community members might have about FICO Scores.   Our strategy and tactics   CONTENT STRATEGY The content strategy for the “Ask FICO” event focused on communicating to our existing Ring cardmembers about the upcoming event, its exclusivity, as well as its benefit as a cardmember who is interested in their credit health and eager to learn more about financial literacy topics.     Communication Materials:   Working with FICO®, we developed a branded icon for the event (shown above) Developed an “Ask FICO” Blog Post focusing on the program and it’s focus (as well as the ‘rules’) The “Ask FICO” Blog Post was also featured in the Account Servicing part of the BarclaycardUS.com home page Initial email focused that it was an exclusive online event Last chance email focused on deadline   Initial email   Last chance email   Blog post     Our Results   COMMUNITY Cardmembers posted 130 questions in 12 days; each question was answered individually by FICO 19,000 page views (25% increase) 4,700 unique visits (20% increase) Ask FICO Q&A board had 459 posts and 222 kudos Ask FICO Q&A board received 51% of the overall traffic during the event Ask FICO blog post received 48% of all blog traffic during the event Over 400 new cardmembers converted to community members for the event; 6% of new registrants for the year Evergreen Content – post event, the “Ask FICO” Q&A board remains the #1 visited section of the Ring Community (surpassing the public blog page views in Q4)   EMAIL 35% Open Rate 11% CTR   CARDMEMBER Online event helped to increase cardmember registrations to 20% of portfolio Online event also helpe to re-engage some cardmembers who had not logged into the community in a while.   Key Learnings   COMMUNITY Q&A Board format worked very well for this online event; questions that members had were answered by other community members; however the FICO Representative answer could be selected as the accepted solution so viewers know the correct response/information. Created an easy to access “Ask FICO” board in the global navigation Don’t always need a big budget to have a large impact (budget for this event was zero!)  
Company: GoPro Entry submitted by: Jeff Terrell (Director, Support Community) Community: GoPro Support Hub Lithy category: Community Design of the Year   GoPro, Inc. is transforming the way people visually capture and share thei... See more...
Company: GoPro Entry submitted by: Jeff Terrell (Director, Support Community) Community: GoPro Support Hub Lithy category: Community Design of the Year   GoPro, Inc. is transforming the way people visually capture and share their lives. What began as an idea to help athletes self-document themselves engaged in their sport, GoPro has become a standard for how people capture themselves engaged in their interests, whatever they may be. From extreme to mainstream, professional to consumer, GoPro enables the world to capture and share its passion in the form of immersive and engaging content.   Our community goals   GoPro’s mission is built on the idea that when you create the tools to help people capture and share their lives, something magical happens. Their shared content inspires others to get out there and do the same. We call this “The GoPro Movement” and it’s a testament to our inspired customer community and the world’s interest in participating. As stewards of this movement, it’s our job to make it easy for the world to join in.   When we launched the GoPro Support Hub, our goals were tied directly to this mission. Specifically, we wanted to build a platform that did three things:   Places GoPro enthusiasts at the center of a support community designed to inspire them and invite increased engagement. Engages audiences and enlist superusers to contribute value to the community by answering member questions and developing an emotional bond with our members at scale. Assures that our platform, trusted content, and incentives provide the unified foundation for this program that embodies the values of our trusted brand.   Ultimately, our goals for the GoPro Support Hub are tied to acquiring and engaging customers to experience our brand, giving those customers dynamic support and learning opportunities from both GoPro experts and experts within our customer base so everyone can get the most out of our products and services, and celebrating our members and sharing the content and knowledge they’ve developed.   Within GoPro, we often use the word “stoked” to express when we’re excited about something. The GoPro Support Hub is our way to help spread the stoke.   The design elements that make our community unique and stand out from the rest   Featured Search Bar Nearly all platforms have a search function, but for the GoPro Support Hub, we decided to bring that front and center and invite the user to “Find a solution. Share a solution, Ask a question. Stay stoked.”     Navigation Grid In addition to a traditional navigation tree, we built a more visual six-panel interface that encourages users to dive into our five key product categories, or into our in-house produced video tutorials. Each panel responds interactively to the user with engaging lifestyle images as the user mouses over, creating a dynamic experience that demonstrates the types of shots the user can capture with the products in that category.     Product Carousel Within each section, users find an image carousel of all of the products available in that category. Posts are automatically tied to a specific product based on labels the poster selects, giving other users the option to read and reply to posts on a category level, or to apply a visual filter so they only see posts related to the specific product they are interested in.     Profile Hovercard Designed to help members recognize and connect with each other, the profile hovercard feature is a pop up that appears whenever a user mouses over another user’s name. The card presents the other member’s username, avatar, rank and badges, core user stats, and the option to send the user a private message.     Badges Our badge system is customized in a very GoPro way. With names like Conversation Starter (new threads), Nailed It (solutions), Hi-5 (kudos), You’re It! (tags), Dishin’ Out 5s (kudos given), and Wingman (replies), and descriptions written to reflect our unique brand, we want to motivate users to keep earning badges so they can find out what the next one will say.     How we executed our community design   The GoPro Support Hub was designed in partnership with our Customer Support, Creative, Software & Services, and IT teams. The design is based on our company’s design perspective that great design doesn’t need to draw attention to itself. Our goal is to keep the aesthetic clean, simple, elegant, and understated.   Core to these goals, and in support of our mission to make it easy for people to capture and share engaging content, we deliberately decided to feature images of and by our customers wherever we can. In fact, GoPro products rarely appear in the lifestyle images found on the GoPro Support Hub. Our focus is on what people can do with GoPro products, not on directly marketing the products themselves.       With the foundational elements decided, we focused on integrating the GoPro Support Hub experience into the main GoPro.com site. We’ve done this in a number of ways:   1. Integrating the user’s already-established GoPro profile from the main site into the Support Hub via an SSO pull. This allows the user to have a seamless experience across both platforms.     2. Featuring the Support Hub on the GoPro.com Support page, which is accessible from the main header navigation on every GoPro.com page.     3. Integrating Support Hub content into our on-platform knowledge base so users with questions can find both GoPro-created articles as well as posts by our expert users.     The final step of our design process was to assure that we are embedding the GoPro Support Hub with a personality that matches the GoPro personality by assuring that our moderation team engages with our customers in a consistent and on-brand manner. Through trainings and regular team meetings, we are working to leave our users with the feeling that the GoPro Support Hub experience is authentic, friendly, inspiring, and even innovative.   Our metrics   In the first six months since the launch of the Support Hub, we have seen the following growth in our Traffic and Engagement stats [please note that these numbers are expressed as a compound monthly growth rate over the period]:   Unique Visitors – Grew 37.5% each month Total Visits – Grew 36.9% each month Total Posts – Grew 7.3% each month Views of Accepted Solutions – Grew 72.7% each month   Other engagement measures are also showing strong growth. These results are for the first quarter of 2016 vs. the prior quarter:   70.3% increase in the number of users starting a topic 75.8% increase in the number of users having a post they’ve written marked as an Accepted Solution 77.6% increase in the number of users who have given another user a Hi-5 (kudo) 56.4% increase in the number of users who have received a Hi-5 (kudo)
  Company: Sony Interactive Entertainment Europe / PlayStation Europe Entry submitted by: Javier Tenes (Community & Support Manager) Community: PlayStation Community Lithy category: Community Design of the Year   Sony Intera... See more...
  Company: Sony Interactive Entertainment Europe / PlayStation Europe Entry submitted by: Javier Tenes (Community & Support Manager) Community: PlayStation Community Lithy category: Community Design of the Year   Sony Interactive Entertainment Europe (SIEE) is the central support organization for over 100 countries in Europe, Africa, the Middle East and Australasia, marketing the world’s most popular computer games platforms – PS one®, PlayStation®2, PlayStation®Portable (PSP), PlayStation®Vita, PlayStation®3 (PS3), PlayStation®4 (PS4) and the ever-growing online PlayStation®Network (PSN) platform. SIEE main challenge for nest years is to consolidate the world of virtual reality through PlayStation VR.   Our community goals   Our main goal is to create brand advocacy and loyalty through community by connecting like-minded people and immerse them in a unique world of gaming. We give users the sense of be part of the brand. We have proved with data that a well-engaged community member is synonym of a high spender player and therefore leveraging community to generate engagement is one of our main goals.   Our community active members appear always within the exclusive segment of very high spenders of our PlayStation Store and therefore increasing that group of active and well-engaged members is key for us to generate revenue through community.   In addition, our community is the creation engine of the most extensive database of solutions and recommendations for PlayStation. A community self-support scheme that boosts our CSAT score.   “The Gamer” is at the center of our brand strategy and therefore our six community pillars (discovering, connecting, cooperating, competing, sharing, and recognition) converge with our brand needs.   PlayStation is #4theplayers and therefore PlayStation is for the community of players.   Our unique community design   Our design is unique and can’t be compared to any other Lithium community or any other community in general.   Over the past years, several internals teams including community managers, designers, data analyst, developers and project managers, have worked side by side to change the “out of the box” face of Lithium’s community platform and create completely customized UI, which follows an irreverent and funny style that fits perfectly into the culture of our main audience: the gamer.     Because we are a community of gamers, gamification breathes at the core of our design concepts.     In addition, we have aligned our platform’s look and feel with rest of official PlayStation sites such as our main website PlayStation.com, in order to provide our users with a unified UX across all PlayStation online entities.     We have tried to move away from overpopulated pages with several widgets and CTAs and move into a more minimalist design that clearly defines the function of each page within the overall user journey across the platform.      SIEE / PlayStation is a big retailer company with several key products & services our community is interested in. Thousands of messages are posted each month about these products & services and therefore our designs always aimed to facilitate a dynamic navigation between different topics  within the community. Provide our users with at a glance view of our latest and most popular topics  is a must.   We have introduce an additional navigation bar which help users to navigate across their personal community areas (profile, notifications, Private messages and settings) with just 1 click.     Finally, as our community is divided between supports and not support areas, we have introduced clever design concepts to help us routing visitors to the right place of the community depending on their necessities. Those designs always maintain a gaming style to maintain the platform in harmony .     All these concepts are extrapolated to our new responsive designs:     How we executed our community design   Our design approach is one of the key elements for achieving our community goals focused on supporting our overall marketing strategy.   A Community Steering Committee, a group of people with different expertise such us community managers, data analysts, UX designers, developers…, manage the different phases of executions for those objectives.   A group of Community Managers and other Marketing peers work together to define the list of key community priorities for next year. These objectives need to be validated by Senior Management and once that happens, the Steering Committee start working on them.   As kick off point, our Analytics and Reporting team put together a list of reports and analysis suggesting different tactics to approach our objectives. The Community Steering Committee have then different brainstorming sessions supported with those analysis and suggestions, including users surveys results, which will finally crystalized in a well-defined community strategy.   Once the community strategy is established, the designing team lead conversations around what design changes are needed to support the strategy, and they put together different mock-ups to illustrate that. Those design concepts / mock ups are reviewed and signed off by the Community Steering Committee. A report focused on technical feasibility of the new designs is created by the Technical Development team as this stage too.   We always have assigned a Project Manager who creates the project’s specs and scope, and keeps stakeholders updated with the project status all the time. The Analytics and Reporting team suggest KPIs to measure the new designs’ success once they go live and which are included within the project’s specs. .                                                                                  The Project is signed off by The Community Steering Committee and ultimately by the Director of Consumer Experience in SIEE which gives the green light for the development works to start on Lithium Stage.   Once a design change(s) is/are implemented on Stage, they are fully tested in house as well as by a group of selected community members, before we push it live to our community.   After going live we measure on a monthly basis how the new designs help to achieve our objectives.   Our design excellence results   Number of pages views per visit after introduce new navigation design elements Visits to boards from homepage before and after the implementation of the popular topics module Visits to support boards form homepage after introducing our CHI progression after  
Company: SFR Entry submitted by: Laurent Partouche (Community Strategist) and Stéphane Guillemot  (Community Project Manager) Community: RED by SFR Lithy category: Community Design of the Year   Recently initiated February the... See more...
Company: SFR Entry submitted by: Laurent Partouche (Community Strategist) and Stéphane Guillemot  (Community Project Manager) Community: RED by SFR Lithy category: Community Design of the Year   Recently initiated February the 16th, 2016, RED by SFR brand targets the Digital Natives people and is meant to complete the SFR company proposal. In order to answer these target expectations, we imagined a model where the community dimension would be a structural pillar from our customer proposition. Thus was born the Community RED by SFR powered by Lithium. Two major objectives: mutual assistance between our customers and commitment to the brand and with the brand.   THE CONCEPTION AND THE LAUNCH It is in a very tight schedule that we realized the entire project. From the strategic thinking to the release candidate, six weeks have passed and only 2 employees supported this goal from the beginning to the end, including the development phases.     Initiated into the agile software method, the RED Community is part of the brand ecosystem, adopting their codes and fitting perfectly with the global website (design, UX and UI), from desktop and mobile devices.   However these 6 weeks did not reduce our ambitions since we realized a lot of advanced customizations to meet specific needs. For example, the development of a second home page corresponding to a dedicated part of the mutual aid and assistance. We will approach this below.   A COMPLETELY CUSTOM RESEARCH We deemed it essential that the Community have a space where exchanges are extremely dense to enable all users to easily access the search function. Thus it appears on the whole Community pages. We even chose to rearrange this whole function and especially the search results pages.     Therefore we have simplified this experience for our customers by adapting the existing filters: by content type (FAQ, Forum), by date, by solution and an instinctive user search.     We also modified the results display by optimizing the search engine and allowing a better visual identification of the contents.     A CUSTOM FAQ FROM END TO END We have completely redesigned the FAQ organization keeping in mind two things: The users are used to the search engine and dislike browsing the content in order to find what they want. The brands are often unable to maintain over time the FAQ with a coherent hierarchical organization.   Therefore, all our FAQs appear in an unique and same category. However, we wished to keep a classification of them into 2 thematics, by diverting the Tags and Labels functionalities: Tags: corresponding to the product type (Mobile, xDSL, Fiber) Labels: the key moments of our Customer Journey (Ex: “choisir red” = “Choose Red’).   Thanks to this organization, a same FAQ concern one or several products and/or one or several moments of the Customer Journey. Moreover, all the filters act on this unique page. In sum, the classification and duplicate contents issues no longer arise. Only the relevance of the articles has to be managed over time.     Let’s scrutinize an article more in detail. Once again, we concentrated on our customers' expectations: obtaining the searched information quickly and efficiently.   So we focused all relevant information on a given subject and have implemented paragraph anchors to easily find the desired information: Browsing on the article color the part of read summary Browsing over the other parts is done by clicking on this summary, without loading. An experience that our customers desire.   LITHIUM TO MANAGE TUMBLR In order to strengthen our digital anchor and maximize the bridges between the Community and social networks, we chose to couple Tumblr to Lithium. The RED Lab homepage dynamically loads from the Tumblr REST API the latest published messages. Their numbers are adjusted accorded to 2 criteria: For the animation needs, the Community Managers are able to make this number vary. The number of messages adapt itself to the user device. For example, on a desktop, the user will have four posts while on a tablet, there will be only 3 messages.   The “Aujourd’hui” page is the integral Tumblr, perfectly integrated into the Community environment (header, menus, footer, etc.).     AN INNOVATIVE BOARD ORGANIZATION Our community structure is based on the Customer Journey. So we follow the concern of our customers without creating complexity for our users. They identify more easily where to post their messages and the overall boards perception is richer for readers.     A BOLD GAMIFICATION At the heart of the aid section of the community, we insist on putting forward the “solutions” and the “Likes”. Indeed, each connected user has their own pad which emphasizes its status and its progress in the community.     These graphic elements are found repeatedly in our interface.   RESULTS ACHIEVED These elements allow us to have an engaged community, innovative, simple and clear and thanks to a fully responsive interface.   The results at 1 month: 5,000 engaged members 8 Super Users whose contributions represent more than 30% of discussions The RED community management team represent less than 5% of the discussions, meaning 95% of discussions stem from members