Past Lithys
Check out Lithy entries from previous years.
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: 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: 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: Telekom Deutschland GmbH Contact: Eva Heinrichs (Platform Owner Telekom hilft Community) Community: Telekom hilft Community Lithy category:  Support Savings MVP   Following our slogan “life is for sharing” Telekom Deut... See more...
Company: Telekom Deutschland GmbH Contact: Eva Heinrichs (Platform Owner Telekom hilft Community) Community: Telekom hilft Community Lithy category:  Support Savings MVP   Following our slogan “life is for sharing” Telekom Deutschland GmbH offers innovative products and services connecting people all over the word. Customers should be given easy access to the world of telephone, Internet, Internet TV and cloud services. As a telecommunications provider, it is Telekom's goal to enable this by providing the best possible communications and IT services. Meaning Telekom customers can enjoy the "life is for sharing" experience anytime, any place.   Telekom hilft Community, Europe’s largest telco community, is a pillar of Deutsche Telekom’s customer care -for both consumer and business customers. The focus is on support, but also leveraging product feedback and co-creation.   Our three pillars to leverage the community for support excellence   Established in 2014 we bundled three legacy forums to Telekom hilft Community to foster the peer-to-peer “customers help customers” concept. Steadily growing, the community has >550.000 registered users (growth of 50% since 2014). To enhance the involvement of our most active super users producing >50% of all content, we are using gamification elements. Furthermore the closed user group “Community Guides” with advanced editing rights enables us to gain customer insights for the platform development. Additionally, we also launched the closed user group “Telekom hilft Lab” connecting product managers with customers to develop and evaluate current as well as future products and services.   Title: Participants of the Community Manager Guides event with the superusers of Telekom hilft Community   Title: Example of promotion on Facebook for our CUG “Telekom hilft Lab”   Telekom hilft Community enables us to increase our permeability and customer proximity by facilitating involvement in closed user groups. Participation of super users and active listeners helps Deutsche Telekom to gain valuable customer insights. The project PM@ThC (product manager at Telekom hilft Community) helps for example product managers to receive precious feedback and also users to get profound answers from experts. The close relationship between customers and Deutsche Telekom’s employees has even effect on 3 rd party support, such as shorter on-site technical support time. These insights are communicated to the management board and are part of our early-warning system.   Recognizing the changing user behavior, a relaunch in 2015 included a responsive design to increase traffic of mobile phones and tablets, which now accounts for up to 30% of our overall traffic. Additionally, we integrated Telekom hilft Community in other DT websites such as Telekom eShop and help portal. They include a search widget, a service tab and customized landing pages informing about the Telekom hilft Community. Auto suggestions help customers to find relevant content and enrich the problem solving or buying process at all stages. Relevant discussion feeds were posted on Deutsche Telekom’s social media channels, enabling the community team to enrich their content and link to Telekom hilft Community by using synergies between the different platforms.   Title: Example of integration within geschaeftskunden.telekom.de via service tab   Title: Example of seamless integration of community posts within search results of other portals   Title: Example of a posting at Deutsche Telekom’s social media channels from the Telekom hilft Community: Why do my incoming calls always end directly on my mailbox?   The community’s impact on our customer care organization   Community Management is the new Service: By linking Community solutions on other social media channels, we are constantly promoting Telekom hilft Community. By doing so, we are increasing the relevance of our “user to user” centric platform. Adapting to the new business environment, customer service focuses now more on community management instead of just answering questions. Due to the community focused activities, we improved the solution rate within the community from 25% to 35% year to date.   Facilitating the permeability and customer proximity, the success of Telekom hilft Community is influencing the online strategy of Deutsche Telekom i.e. user generated content cements the reputation of Deutsche Telekom as a customer-centric company. Furthermore, providing a strong external reputation affects the employees who have learnt about the value of Telekom hilft Community and strengthen it through blog entries on blog.telekom.de.   Introducing new use cases steadily, we start social commerce with ratings and reviews at the business customers’ eShop to foster product recommendations and to assist in the buying process by giving additional information. By doing so, gamification elements motivate users to rate products while other users award those ratings with kudos. This encourages the overall community building of Telekom hilft Community. Title: Example of integration of ratings & reviews in business customers shop on geschaeftskunden.telekom.de   How we became leader in service through customer satisfaction and operational efficiency   Deutsche Telekom pursues a quality leadership strategy in the German market. Therefore customer satisfaction is an important part of the overall strategy. We believe that happy customers share their experiences just as troubled customers ask for help. 80% of the questions in the community are answered by other community members, mostly happy customers. Telekom support colleagues answer only 20% of the questions.   A recent survey by a big German business magazine, Focus Money, confirmed the leading role of Deutsche Telekom: The best online service across industries in Germany is provided by Deutsche Telekom. As Focus Money also says, “Telekom hilft” is rated as a most likeable service brand in Germany.   Title: Gero Niemayer, managing director customer service Telekom Deutschland, proudly presents Focus Money survey results on Twitter   Telekom hilft Community attracts on average approximately 1.6m unique visitors each month – trending up 22% on year to year comparison. Based on a 35% solution rate, we assume that >350,000 calls can be avoided per month. In addition to the value of deflected calls, we take advantage of priceless value from customer insights and increased reputation for Deutsche Telekom.   Before Telekom hilft Community started, Deutsche Telekom offered three different online platforms. Migrated and consolidated to one platform, Lithium helps us to streamline customer service and the IT landscape as well as to enhance usability and the user journey for our customers.  
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: Petco Contact: Melanie Morrill (Mgr, Social Media and Content) Community: Petco Community Lithy category: Community Design of the Year   With more than 50 years of service to pet parents, Petco is a leading pet special... See more...
Company: Petco Contact: Melanie Morrill (Mgr, Social Media and Content) Community: Petco Community Lithy category: Community Design of the Year   With more than 50 years of service to pet parents, Petco is a leading pet specialty retailer that focuses on nurturing powerful relationships between people and pets. We do this by providing the products, services, advice and experiences that keep pets physically fit, mentally alert, socially engaged and emotionally happy.   Our community goals   Our goal is to establish Petco digital properties as the “go-to” source for pet care news, customer support, social commerce, education, information and fun. The Petco Community delivers on “The Power of Together” by creating and showcasing high-value, Petco-branded content that resonates with the communities we serve. We aim to engage and empower pet parents to enrich their pets’ lives.   The design elements that make our community unique    The Petco Community is a branded content hub where pet parents and animal lovers can connect, share pet stories, find solutions to pet care issues and more. The Community platform, with a new look and feel and a dramatically improved user experience, enables us to more effectively and efficiently engage, support and market to current and prospective customers. The design elements that make our community unique are the rich content immersion from our home page and throughout the community, and dynamic content recommendation at the blog level.   To Petco, the community is more than just Q&A forum content. It’s about engaging with pet parents in rich, meaningful ways. Our goal was to strike an important balance between Petco-generated and user-generated content. For instance, on the home page, we developed large components that enabled Petco to feature beautiful, unique pet imagery to entice users to engage and to communicate our expertise, while at the same time balancing that against user-generated discussion content across all pet categories.   The Community offers a variety of content in every pet category—including dog, cat, fish, small animal, reptile and bird. You’ll also find: Hundreds of blog posts (co-created and collaborative content written by SMEs, influencers, Petco partners, veterinarians, community super users and pet industry journalists) More than 6,500 forum posts (where community members can ask questions and share their pet parent experiences) A tribal knowledge base (where we provide the best answers to common questions) Infographics, Petco videos, photos, contests and more   How we executed our community design   We leveraged Lithium’s strategy consulting and technical services groups to conceive, design and implement a customized experience. Strategy consulting worked with us from the ground up, identifying our core business needs and matching that with an achievable but differentiated community experience, one that propelled us from a standard forum design to a rich, compelling community we could be proud of. Next, they worked hand-in-hand with their development team to ensure that many of the customized experiences we wanted could be executed on-time and within budget. Lastly, they continued to engage with us after implementation to make tweaks and improvements to the experience. In fact, we continue to work with them to convert the community to a responsive experience in the coming months.   Our metrics   All 2015 goals for the community were exceeded post community redesign launch.   Traffic Totals for FY15: 62% increase YOY Total Page Views: 3,942,000 (FY14: 2,430,000) 68% increase YOY Visits: 2,852,000 (FY14: 1,702,000) 65% increase YOY Unique visitors: 2,533,000 (FY14: 1,538,000) 28% increase YOY Total Registered Member: 15,008 (FY14: 11,726) 22% increase YOY Completed registrations: 3,282 (FY14: 2,685)      
Company: Petco Contact: Melanie Morrill (Mgr, Social Media and Content) Community: Petco Community Lithy category:  Total Community All Star    With more than 50 years of service to pet parents, Petco is a leading pet specialty... See more...
Company: Petco Contact: Melanie Morrill (Mgr, Social Media and Content) Community: Petco Community Lithy category:  Total Community All Star    With more than 50 years of service to pet parents, Petco is a leading pet specialty retailer that focuses on nurturing powerful relationships between people and pets. We do this by providing the products, services, advice and experiences that keep pets physically fit, mentally alert, socially engaged and emotionally happy.   Our road to Lithium   Having pets undoubtedly means having questions about pet care. As a leading pet care retailer, Petco understands that pet parents often turn to online search first when they have questions, but also that the internet is fraught with misinformation about proper animal care. The concept of a Petco owned community was born out a clear need for expertly crafted and reviewed content that is based on years of animal care experience and knowledge.   In 2012, after careful review and consideration, we chose Lithium as our platform provider and launched the first iteration of the Petco Community, called “Pet Talk Place.” Our goal was to live our brand values and realize our vision of being the “trusted source” for pet parents. In order to realize this goal, we needed a best in class platform that would allow us to connect with our customers, and connect our customers with each other—ultimately driving down customer service costs by providing a space for self-serve resolutions.   Despite fantastic results in the first few months following the launch of Pet Talk Place, we realized that we had run out of things to talk about, and there was growing need for fresh and relevant content. At the same time, we noticed a shift in customer expectations in terms of responsiveness. People wanted more content, and they wanted it fast. To address both of these issues, we implemented LSW in 2013. With LSW, we now have access to questions that are top of mind for our customers, and can determine the priority in which those questions need to be addressed based on frequency and influence of the person posting the question. We create at least five unique pieces of content each week, spanning all pet categories.   The benefits of having both Community and LSW   In 2012, we decided that if we were to going to successfully fulfill our goal of being the “most trusted source” for pet parents, we needed a clear digital customer experience strategy to help us shift from talking at our customers, to actively participating in conversations our customers wanted to have. In order to do this, we set out to rethink our approach and start with the basics—discover pet parent needs, put a plan in place to address those needs, execute based on those needs and then continue to reassess and build on our successes. The Lithium community platform—in conjunction with LSW—is what allows us to execute against that strategy.   The Petco Community combines expert information with peer-to-peer advice for a comprehensive site that provides blog content, forums, lead-generation contests and a unique knowledge base, each serving the range of pet verticals. LSW allows us to share community content with members, associates and prospective customers quickly and consistently. Having both tools means we are able to serve our customers wherever they are in the social web, on their terms, and in a consistent manner.   The enhanced reporting functionality offered by LSW not only enables us to better share our customer care story with leadership, it provides a more sophisticated reporting structure that demonstrates our support of the KPIs our social teams were goaled to achieve.   Our results   In short, with a Total Community approach, we have managed to meet digital customer expectations tenfold. One of our finest accomplishments this year was earning the “Facebook Responsive Badge” before any of our competitors, and before any other retailer, making us best in class in terms of social customer support. This means we are responding to 90% of our customers within five minutes of contact. To put that into perspective, four years ago, our average response time was 16 hours. Needless to say, our gains in efficiency have allowed us to respond to three times the volume of comments and questions, in a shorter time and in a manner that allowed us to build on each learning in the form of meaningful content.   Strong content and participation in our community has resulted in tremendous improvements year over year in terms of community health and traffic.   Community Health:   Average CHI score 2013 Average CHI score 2014 Average CHI score 2015 441 464 523   Traffic Totals for FY15: 62% increase YOY Total Page Views: 3,942,000 (FY14: 2,430,000) 68% increase YOY Visits: 2,852,000 (FY14: 1,702,000) 65% increase YOY Unique visitors: 2,533,000 (FY14: 1,538,000) 28% increase YOY Total Registered Member: 15,008 (FY14: 11,726) 22% increase YOY Completed registrations: 3,282 (FY14: 2,685)   An unexpected benefit from all of the content we have created for the community came in the form of efficiency in our social and digital ad spend thanks to pixels that allow us to retarget users with relevant promotions and sales that are based on content consumption behaviors. Our overall Facebook spend per ad has decreased by 60%, thanks to these efficiencies.
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: Telefonica Movistar  Entry submitted by: Emilio Rodriguez Menendez ( Community Manager) Community: Comunidad Movistar    Lithy category: Marketing Champion   Telefónica is one of the world leading integrated operators in t... See more...
Company: Telefonica Movistar  Entry submitted by: Emilio Rodriguez Menendez ( Community Manager) Community: Comunidad Movistar    Lithy category: Marketing Champion   Telefónica is one of the world leading integrated operators in the telecommunications sector, providing communication, information and entertainment solutions, with presence in Europe and Latin America. It operates in 21 countries. As of December 2015, Telefónica’s total number of customers amounted to 322 million.   Our community objective   Our community amounts to 1.6 million visitors on average every month, and our blog itself ( Movisfera ) gets near 200k visits every month. We launched the blog 2 years ago with the goal to create a destination for our users, a place where they could write their own thoughts and content, and a forum with an abundance of help content useful for a Movistar customer, a technology fan, or a regular user. By mid 2015, we became aware that the blog wasn´t fulfilling our goals. 90% of the content was Movistar staff generated and full of commercial articles, so it was  time to turn around the situation and get back to our objective of creating a true community.   Launching our collaborators program   We decided to give our users more leadership/relevance, so we launched our collaborator program publicly. We asked our users to join the blog staff and help others with their content published in the blog.   We also decided to add new, regular content to the blog in the form of help-oriented content called "Tip/trick of the week" and "Our recommendation of the week" which have become quite popular between our visitors and readers.   We were able to get 10 regular collaborators (those who have written at least one article per month ) to contribute. Additionally we created a new section in the blog called "User corner" and identified each and every single users article/post with a label that showed the post was non Movistar generated.        By the end of 2015, we celebrated our annual event with users and super users. We awarded the blog collaborator of the year (the person who had created the most content and achieved the most visits) with a trophy and a special gift.      Continued  success with the collaborators program   By March 2016, the regular blog collaborators grew significantly. They have published more than 80 articles which have received (on an average of more than 3,000 visits per post) nearly 400,000 visits in less than one year. Especially popular have been the user j3gallo posts about cinema with thousands of visits and social shares.   https://comunidad.movistar.es/t5/user/viewprofilepage/user-id/45   https://comunidad.movistar.es/t5/Movisfera/El-mejor-cine-de-este-oto%C3%B1o-estrenos-de-octubre-pr%C3%B3ximamente-en/ba-p/2650953   The reach of their content has also been spread through our social networks’ official pages (Facebook and Twitter) in which we have shared their content with huge success within our followers (as shown in the following examples):       Results of the collaborators program   To summarize, the goals we have achieved with this project: Blog visits and views have increased by 150% since May 2015 We’ve garnered more than 10 regular collaborators The blog perception has drastically changed for the better-- from commercial content to user-generated content      
Company: du Contact: Samya Chahin (Director Digital Self Service) Community: du Community Lithy category: Excellence in Customer Satisfaction   About our team: Digital Business Our goal is to drive the digital revolution for ... See more...
Company: du Contact: Samya Chahin (Director Digital Self Service) Community: du Community Lithy category: Excellence in Customer Satisfaction   About our team: Digital Business Our goal is to drive the digital revolution for our customers and our business. We will do this by offering a seamless, excellent experience across all our digital channels, as well as finding smarter digital solutions that offer the greatest value.   About du du started operating in 2007, offering mobile and fixed telephony, broadband connectivity and IPTV services. Today, we serve more than 7.5 million individual customers and over 80,000 businesses in the UAE. We also provide carrier services for businesses and satellite up/downlink services for TV broadcasters.   Our customer satisfaction initiatives  We see all of our digital channels, including du Community, as an opportunity to improve customer satisfaction. Our aim is to set the standard for service providers in the UAE by giving customers the best experience online. 2015 was a period of intense investment in our digital channels to improve customer satisfaction, take away pain points and reduce the need to queue in stores or at our call centres: Revamping our online self-service channel ‘My Account’ – to offer 50+ online self-service features – resulting in 25% increase in users in just six months: Added flexibility – quick and easy way to change plans Greater transparency – view payment and usage history Trouble shooting – allowing customers better manage spending and resolve queries Only UAE telecom to allow customers to renew personal ID online – previously customers had to queue in store to renew ID in person to comply with the country’s strict ‘My Number My Identity’ requirements.   Offered queue jumping service on du App We’ve reduced their waiting time in du stores by allowing customers to forward book appointments on du App. Customers can book appointments up to two hours before visiting a du store and ensure they’re next to be seen on arrival – minimizing their wait time. Nearly 12K customers saved time using the service in the first 3 months.   du App revamp A major revamp of du App added new functionalities and a vastly improved user experience as it moved from hybrid to native. This resulted in a 37% increase in downloads of the du App – encouraging customers to switch to a more convenient way of paying for and managing their services.   Positive customer satisfaction indicators from our digital initiatives in 2015     The most  important customer issue we  were looking to solve via  Lithium implementation     We want our customers to spend time on the things that matter most to them, not queueing in our stores or on the phone to our call centers. Like any major service provider we experience an unnecessarily high volume of customers visiting, these channels which is a good spend neither of their time, or efficient operationally for our business. Our Community allows us to remedy this problem by solving basic problems for customers.   We also believe communities build trust between brands and people. Engage in two-way conversations with our customers is essential to building relationships with them. Our Community allows us to be more open as an organization, listen to our customers, help them and act on their advice to improve service and drive innovation.     In 2015 the main focus for us was to understand community’s member need and to encourage community to help each other and make it easier for them to find solutions. We believe word of mouth is key to spread trust with du and the Community is the ideal place for this.     Results: Community is giving the opportunity to du employees to interact with customers directly, in a less formal way, which facilitates better discussion and shows we are more open as a brand. This gives us a deeper understanding of their needs and accordingly improve our services as per customer expectation. We are now starting an ‘ask the experts programme’ with leaders in our organization facing live questions on the community.   Compared to 2014, we observed an increase of completed registrations by 84% and an increase of unique visits by 207% by end of 2015 – indicating value to our customers.   The idea section in the Community proved very successful. This gave customers an opportunity to share ideas, observations and suggestions for improvements. A dedicated team have been assigned to look into over 100 ideas shared, with 35% likely to be taken forward to fulfill the customers needs.   These ideas also contribute to the Ruler of Dubai’s vision for the city to be the happiest in the world. The team assigned to Community team also share the responsibility of working with the eGovernment smart initiative to collect from the public ideas and comments to participate in building the future of Dubai. This helps maximize the value of each idea shared.     Our metrics Since we launched du Community, our customer contact base measure, which presents the number of customer complaints received through shops and contact centers versus subscriber base has decreased from December 2014 to December 2015 by 5%.     NPS scores for online channels:     The first Community value analytics report resulted in an impressive satisfaction result compared to similar telcos:   83% come to the community to search for information 59% found the information they are looking for on the Community 33% would call support, 14% would go to the store & 13% would post on Community their question if they can’t find an answer 53% would recommend Community to friends   du Community stands at the top when benchmarked with communities of top 4 global communication service providers (CSP) for on customer satisfaction.   Source of top 4 CSP: Lithium December 2015      
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: Cisco Contact: Becky Scott (Program Manager, Social Knowledge Management) Community: Tech Zone  Lithy category:  Social ROI Titan   Cisco is the worldwide leader in IT that helps companies seize the opportunities of to... See more...
Company: Cisco Contact: Becky Scott (Program Manager, Social Knowledge Management) Community: Tech Zone  Lithy category:  Social ROI Titan   Cisco is the worldwide leader in IT that helps companies seize the opportunities of tomorrow by proving that amazing things can happen when you connect the previously unconnected.   At Cisco, customers come first and an integral part of our DNA is creating long-lasting customer partnerships and working with them to identify their needs and provide solutions that support their success.   Our 2015 goals for our  Lithium-powered community    Breaking Down Social Barriers   Cisco is the worldwide leader in networking that transforms how people connect, communicate and collaborate, today. At Cisco Systems, our Technical Assistance Center (TAC) of over 4,000 engineers has fully adopted our Social Knowledge Management platform (Tech Zone), behaviors and practices. The knowledge they create within the Tech Zone TKB is externalized as content our customers use to self-serve and self-solve, which allowed us to realize over $25M in case avoidance savings in 2014.     In 2015, we wanted to do much more. Yes, we wanted to continue finding ways to increase case avoidance savings, but we also looked beyond our TAC organization to understand the broader ecosystem engaged in resolving complex customer issues. This led us to the organization that is most often consulted in escalations – Engineering, the group that designs and develops our products. That’s when we realized we had an opportunity – our over 35,000-strong engineer community.   We set out to break down barriers by extending our social knowledge capabilities beyond our Services organization borders and into Engineering, providing capabilities and workflows to foster collaboration with the TAC, thus bringing people together in new ways to create a living, breathing, social organism. This is critical to our continued success because as our customers’ environments become more complex, borderless engagement channels are key in solving their biggest challenges. So we targeted over 35,000 Engineering employees.     Our focus areas and tactics to meet our  goals   Bring in your advocates!   Our engagement began at a summit last year in which the Engineering teams came together to discuss improving collaboration and escalation processes with the TAC. At the time, Engineering was using hundreds of email aliases to communicate with their TAC colleagues as part of their escalation procedures. Our Social Knowledge program manager attended to talk about how Tech Zone could improve the collaboration processes between Engineering and TAC.   As part of the summit objectives, the Engineering team had to agree to standardize on a single, escalation management system. We saw the opportunity to introduce Tech Zone as a means to collaborate early, thus avoiding potential escalations. We also highlighted the added benefit of capturing vital knowledge that could be externalized to help our customers – knowledge that would otherwise be lost in an email exchange. Or worse, asked over and over again.   We brought along our strongest and most influential TAC advocates who highlighted and endorsed the benefits of using Tech Zone, and who influenced Engineering to agree to use the site to collaborate.   At the end of the summit, Engineering agreed to include Tech Zone training and onboarding within the escalation management system training plan. We then identified Engineering advocates who agreed to be early adopters and who would help communicate the benefits of Tech Zone to their colleagues. TAC continues to encourage their engineering partners to use Tech Zone to collaborate today, helping to create the adoption “stickiness” needed for continued success.     Our results   To date, we have established an Engineering Adoption roadmap and have onboarded nearly 15,000 Engineering employees onto Tech Zone to engage and collaborate with TAC engineers. The results have been phenomenal: Engineering has become our fastest growing, knowledge-producing community within Tech Zone, and currently produces 12% of Tech Zone content.     This in turn translates to faster problem resolution and higher customer satisfaction scores as vital, actionable knowledge captured in TKBs is externalized on Cisco.com. Our results prove this as we have observed record-high support content satisfaction scores (4.46 out of 5.00), and consumption numbers for TAC-authored articles (4.7M views of ~2,000 articles) as customers increasingly opt to self-serve and self-solve whenever possible.   In addition, we have retired ~40 email aliases to date (with many more to come) as Engineering teams continue to migrate to Tech Zone.   The benefits for Cisco have been staggering! We’ve more than met our 2015 goal to increase case deflection savings – with an approximate $54.2M in savings for the year – more than double our $25.2M savings from 2014.  
Company: Fido (Rogers Communications) Contact: Caroline Lalonde (Social Media Support and Community Manager) Community: Fido Community Lithy category:  Excellence in Customer Satisfaction   Fido connects Canadians to the thi... See more...
Company: Fido (Rogers Communications) Contact: Caroline Lalonde (Social Media Support and Community Manager) Community: Fido Community Lithy category:  Excellence in Customer Satisfaction   Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).   Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.   The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the Fido TM   wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.     Customer Satisfaction Initiatives   Our Community initiatives included: The optimization of our Community content, A complete redesign, and increase in customer support, Deliverance of a seamless self-serve flow for our customers.   The primary motivation behind our redesign was to increase customer satisfaction by making them feel welcome and comfortable to participate in the Community. Our optimization project in early 2015 served to clean up the content on the Community to ensure accuracy and relevancy, enriching the self-serve experience for our customers. In total, 6600 threads were reviewed and labelled and over 3000 posts were marked as the Accepted Solution. 2015 was also the year we increased the number of Community Moderators, for the purpose of offering better and timelier support. Furthermore, we’ve taken measures to be more transparent with our customers by keeping the Community up to date with information such as software and network updates, website changes, really anything that would be useful for customers to know.   For Social Media, our goal was to: Differentiate ourselves by delivering best in class service Improve and maintaining an excellent response time and resolution rate.   We created a team of multi-skilled specialists to service our customers on our Social channels and act as Fido brand ambassadors. Offering the best customer service while maintaining a great response time means having the best tools at your disposal. This is where LSW comes in as a game changer. Not only does LSW help our Specialists offer the best customer service thanks to features like Knowledge base and queue assignment, it also proved to be the perfect tool to keep on top of our response time. Our resolution rate and NPS score are testimony to how LSW has reshaped how we help our customers on Social Media.     Our Approach   For the Community, we wanted to improve our CHI score and response time while offering full customer support. As a company who takes pride in the quality of our customer service, we understand that answering customers in a consistent and timely manner is key to their satisfaction. The implementation of LSW and the redesign of our Community were crucial elements in achieving these objectives. The redesign and promotion of the Community attracted more members to participate, which in turn generated more traffic and liveliness overall. Over time, these steady increases resulted in a healthier and more active Community (significant increase in CHI score).   The implementation of LSW was essential in managing these new volumes of activity. Thanks to LSW, we were able to reduce, control and maintain our response time strategy for public and private messages, while ensuring no one ever remains unanswered.   With the help of Lithium, we have developed a world-class peer to peer support Community. The outcome of using LSW to process our customers’ requests in Community and Social Media channels was outstanding and resulted in our customers being incredibly satisfied.     For Social Media Support, we wanted to improve and maintain a best in class response time while increasing our NPS. LSW proved to be the best tool for us to achieve our goals, primarily thanks to the following features:   Analytics: Analytics helps us with reports and the analysis, such as our volumes (incoming posts, responses), response time, top topics…we can clearly see what our customers are chatting about, which allows us to address potential issues in a more efficient manner. Tags: Tagging conversations gives us greater business insights, which in turn allow us to better serve our customers by identifying potential trends and proactively reacting to them, improving overall customer satisfaction. Coaching: LSW is also a useful tool for coaching our specialists as it provides access to the conversation history, which in turn helps us deliver a better service to our customers. Support: LSW helped us support the launch of FB Messenger and Twitter DM enhancement and in turn provided a better customer experience. Pending: Having pending conversations sent back to our queue after 48 hours allows us to follow up with customers who stopped replying to us and therefore improves the customer experience and making us look on top of everything. Rules and Routing: Through key words, we can proactively engage and offer help to people who are talking about us but aren’t actually reaching out to us. This shows our customers that we’re always willing to help and we’re not afraid to be proactive.   Traffic control: The prioritization (Klout), snooze feature and ability to assign posts to different queues helps us better manage our responses, and keep a close eye on our response time.   Our results   Our CHI increased by 159 points (30% increase) and we successfully reduced our Community response time by 93%. For Social Support, we registered an NPS of over +60 by the end of 2015, and reduced our response time by 87%, meriting and keeping the Very Responsive Facebook badge on March 1 , 2016.    
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Company: Fido (Rogers Communications) Contact: Caroline Lalonde (Social Media Support and Community Manager) Community: Fido Community Lithy category: Community Design of the Year   Fido connects Canadians to the things they... See more...
Company: Fido (Rogers Communications) Contact: Caroline Lalonde (Social Media Support and Community Manager) Community: Fido Community Lithy category: Community Design of the Year   Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).   Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.   The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the Fido TM   wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.   Our Goals   Based on our target market, the Fido brand’s main focus is to enhance and grow servicing through self-serve. Our Community is a big part of this focus as it allows customers to help out other customers, and houses a lot of information/solutions, which in turn brings cost savings to the company. Our Community goals in 2015 were to:   Redesign our Community in order to enhance the customer experience. Improve functionalities and navigation. Promote growth of the Community through various initiatives and promotional tactics. Optimize the content and increase the useful information for our members.   How We Stand Out   What makes our Community unique is our overall brand-aligned layout, our seamless navigation experience, our custom components, and our front and center search bar. Each of our boards have their own topic-specific banner with an embedded welcome message so our members feel at home. We also made sure that our website header appeared at the top of every page, so members would get the feeling that they are still on our website.   When we launched our front and center search bar, the focus was on improving the overall navigation experience. We figured “what’s the point of having all this useful information if you’re having trouble finding it?”. The search tool now displays results found throughout the Community, as opposed to results found within the specific board from which the search was initiated.       We also have a big focus on people! We promote our super users (aka MVPs, or Most Valuable Posters), our Community crew and we introduced hover cards to create more life and real people to the experience. We even have leader boards on the Community home page so everyone can see who’s ripping it! Fido is all about bringing people together.     In 2015, we completed a redesign of our Gamification strategy.   Our ranking structure was redefined to replace outdated titles to cooler, more personal titles like ‘I’m a prodigy’. We launched badges with brand-aligned images, names and descriptions in order to give our Community members the recognition they deserve.     We also redesigned all of our notification emails to make sure they were aligned with our branding.     In Q1 of 2016, we introduced a responsive mobile experience.     All these amazing features combined allow us to provide best in class experience aligned with our brand objectives.   Designing an Awesome Community   In order to transform our Community into one that would most please our members, we opted to work with Lithium so as to capitalize on their expertise. We also created an internal working team, combined of the Community crew, Digital, Communications and Brand team.     Benchmarking best practices, we selected elements of our brand image, such as “we are a people company”, and incorporated them into our community image design. We brainstormed with the working team on what we would like to have encompassed in the Community, and Lithium took this information in order to present us with wireframes. Following an approval process to ensure that we were all aligned, Lithium provided us with mockups. Once the mockup approval process was complete, Lithium proceeded to redesign the Community in Stage, and then came the launch of our brilliant new Community followed by a short post launch UAT process.   All in all, the process was seamless and we’re very proud of the Community we have today. We couldn’t be happier!   In early 2016, we went through a similar yet smaller scale redesign and UAT process in order to enhance our mobile responsiveness. We collaborated with Lithium to complete this. This second process was less extensive and seamless.   We worked internally with our brand team to redesign our email notifications, and thanks to the efficiency of Stage and the helpful tips and instructions from the Lithium Community, we were able to launch our new email notifications on our own without any snags.   We also used Lithium’s professional services to redesign and launch our badges.   Our Success   Compared to 2014, 2015 was clearly a winning year for us. Our registered members increased by 44%. The number of posts increased by a whopping 105%. Our page views and unique visitors increased by 57% and 61% respectively. All these increases in traffic and liveliness, along with other factors such as the implementation of our MVP program, resulted in our CHI score going up by 159 points.  
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Company: Fido (Rogers Communications) Contact: Caroline Lalonde (Social Media Support and Community Manager) Community: Fido Community Lithy category: Marketing Champion   Fido connects Canadians to the things they love thro... See more...
Company: Fido (Rogers Communications) Contact: Caroline Lalonde (Social Media Support and Community Manager) Community: Fido Community Lithy category: Marketing Champion   Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).   Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.   The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the Fido TM   wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.   The Fido Community turns 5   To celebrate the Fido Community’s 5 th year anniversary, we held a month-long contest throughout September 2015. In order to enter the draw for a chance to win one of 10 prizes (total of $4000 in prizes), participants were invited to post their best cellular tip and/or trick into the Tips & Tricks board. This new board was created for the contest.   The goals were to: Increase Community registrations; Increase overall Community traffic and liveliness (posts, likes, page views, unique visitors); Raise Community awareness, both externally and internally; Increase useful content in the Community; And, of course, to celebrate the Community’s 5 th   We received a total of 371 entries, and some of the best Tips & Tricks were shared on our Social Media properties to promote the Community and give our Community members some exposure and recognition.   Our promotional tactic consisted of a Community blog post to announce and describe the contest, along with the rules & regulations. We then promoted this blog post using the following methods: Our social media properties (Facebook, Twitter and Instagram post)Banner on the homepage of our website Special blurb in emails to customers Text message (to targeted customers)   Facebook Post     On Twitter     Banner on Fido.ca     On September 15 th , the actual anniversary date of the Community, we wrote a second Community blog post to remind everyone of the contest and to keep the hype going. We took this opportunity to thank our Community members who have been with us since the start. This blog post was also shared on our Social Media properties, but this time with curiosity sparking infographics to recap the 5 years:     Community Tip Shared on Social Media     Our Results   The results were outstanding! We met each and every one of our goals. The contest increased the Community liveliness, traffic, and overall interaction to a level we hadn’t seen before. Multiple records were broken during the month of September 2015 (percentages are in comparison to the previous month):     The contest was also very well received by the Community, who took joy in sharing their feedback. Our first blog post generated many comments, which mostly consisted of happy birthday wishes and expressions of excitement towards the prizes. Many members voiced their happiness, including top contributors:     The birthday contest not only served as a means to break traffic and registration records, but also as a means of promotion. Even after the contest ended, our traffic continued to increase, justifying our promotional efforts.            
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Company: Fido (Rogers Communications) Contact: Caroline Lalonde (Social Media Support and Community Manager) Community: Fido Community Lithy category:  Social ROI Titan   Fido connects Canadians to the things they love throu... See more...
Company: Fido (Rogers Communications) Contact: Caroline Lalonde (Social Media Support and Community Manager) Community: Fido Community Lithy category:  Social ROI Titan   Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).   Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.   The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the Fido TM   wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.   Our Community and LSW goals for 2015   Our goals were to:   Redesign the customer experience Grow our channels, while improving our response time Increase cost savings by deflecting contacts from our customer service channels Optimize how we treat customer service requests on our Social Media channels   Areas of focus   We placed emphasis on the optimization of the Community as both a self-serve peer to peer support tool, and as a channel for Customer Service. The redesign of the Community was necessary in order to increase the traffic flow by attracting more customers to the Community, consequently reducing contacts to our customer service channels and reducing the associated costs.   We also revised our Social Media practices and built on our 2014 implementation of LSW, which allowed us to better control our response time by improving how we manage our incoming customer requests, in both volume and priority.   Once our Social Media support process was optimized and the Community redesigned, we turned our efforts towards promotion.   Our promotional tactics for the Community included advertisements: On our Social Media channels (2.8M people reached in 2015 on FB alone), On our website, Through emails to customers, Through other customer service channels (phone, chat, IVR), Via internal promotion (newsletters, presentations…).   For the promotion of our Social Media support channels, we included a mention: On our website’s Contact us page, On our Social channels, Through emails to customers Through other customer service channels (phone, chat, IVR)   We worked hand in hand with Lithium, as well as with other internal departments, in order to redesign the Community, enhance our use of LSW, and maximize the outcomes of our promotional efforts.   Here’s an example of the Community/Social Media email that is sent to new customers:   LSW, the Super Tool   LSW has proven to be the ideal tool to help us achieve our cost-saving goals. Not only is it essential to our internal support process, it has changed the way we work with our customers, both on Social channels and on the Community. Here are just a few examples to demonstrate how LSW has reshaped our operations:   Community response time: Moderators can “snooze” posts for a certain amount of time, based on our response strategy. The snooze functionality is essential to our Community moderation process. We snooze non-account specific inquiries, to give other Community members a chance to respond. If no one responds, we step in and assist. This incredibly useful functionality ensures no one is ever left unanswered. Community moderation and PM: Moderators can take over the PM conversations from other moderators once their work shift has ended, greatly increasing efficiency and customer satisfaction. Information centralization: All customer information is now centralized, including contact info, and even notes for internal purposes. Profile merging: LSW allows us to merge customers various social profiles, so we always know who we are speaking with. Knowledge Base: Another incredible LSW feature. We use it to promote the Community on Social Media, as well as for useful links on our website. Analytics: Analytics helps us with reports and the analysis, such as our volumes (incoming posts, responses), response time, top topics…Thanks to Analytics, we can clearly see what our customers are chatting about, which allows us to address potential issues in a more efficient manner. Tags: Tagging conversations gives us better business insights, which in turn allow us to better serve our customers by identifying potential trends and proactively reacting to them, improving overall customer satisfaction. Rules and Routing: Through key words, we can proactively engage and offer help to people who talking about us but aren’t specifically reaching out to us. This shows our customers that we’re always willing to help and we’re not afraid to be proactive.   Support: LSW helped us support the launch of FB Messenger and Twitter DM enhancement and in turn provide a better customer experience. Klout: Allows us to prioritize influencers within our Queues and offer support accordingly.   Our Results   The integration of LSW as our primary Social Media and Community customer response tool proved to be seamless and incredibly effective.   Community   In 2015 alone, we successfully reduced our Community response time by 93% compared to 2014, and recorded a 44% increase in Community member registrations. We ended the year with a CHI 159 points higher than in 2014, and based on the information from our customer surveys, we registered over $385K worth in call deflections from our contact centres. Our Solution views increased by a massive 323%. For our first quarter in 2016, the information derived from our customer surveys indicate over $645K in call savings.     Social Media Support   For our Social Media Support channels, we recorded over $325K in cost savings, again based on the information from our customer surveys. We also reduced our response time by 87%, and merited an NPS score of over +60 at year’s end. For our first quarter in 2016, we’ve already registered over $110K in cost savings.      
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Company: Fido (Rogers Communications) Contact: Caroline Lalonde (Social Media Support and Community Manager) Community: Fido Community Lithy category:  Total Community All Star    Fido connects Canadians to the things they l... See more...
Company: Fido (Rogers Communications) Contact: Caroline Lalonde (Social Media Support and Community Manager) Community: Fido Community Lithy category:  Total Community All Star    Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).   Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.   The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the Fido TM   wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.   Our Road to Lithium   In 2010, we chose Lithium as our platform provider and launched the Fido Community. We wanted a best in class platform and a means for customers to self-serve, thereby deflecting calls from our contact centres. The support provided at that time was predominantly peer-to-peer technical support.   Around the same time, we launched our Social Support team, offering our customers a new and convenient support option. As such, we began to support and engage our customers on Twitter and Facebook. As our customers grew comfortable with these channels, they began to adopt this new means of social support and the number of followers grew.   In 2013, in order to further increase engagement on our social platforms, the scope of support provided in the Community expanded to include discussions on all consumer products and services.   Recognizing the need for optimizing responses and better reporting capabilities for our social support, we began searching for a social tool that would enable better customer engagement and provide valuable insights through data collection and reporting. After researching a number of social engagement tools, we found Lithium Social Web (LSW) to be the best option to meet our objectives and in 2014, the Social Support team was transitioned to the LSW platform. The transition proved valuable; giving us access to new functionalities and more insightful reporting.   In 2015, the company placed a huge emphasis on the Community and Social Media support, so we went ahead and included multiple enhancements and redesigns, which have proven to have a positive impact on our results. Thanks to the support and insights available through LSW and LSI, our Social Support team was able to consistently offer best-in-class service and deliver a NPS score amongst the highest throughout the company’s customer service channels.   When customers activate their Fido service, they receive this email:      Benefits of Having a Community and LSW   Having a Community is no longer a luxury, but a necessity. Consumers have grown accustom to reading reviews and researching products online. “What do you recommend?” is a question anyone who’s worked in the servicing industry has heard. One of the greatest advantages of having a Community is that all this information is centralized, tabulated, searchable and kept up to date. Another great advantage is that some traffic directed to the Community is traffic deflected from our contact centres, resulting in the reduction in operational costs.   In most communities, questions are answered publicly, but our Lithium community allows us to answer our customers in private as well. This is very useful when customers have questions concerning their services or account, requiring us to discuss and exchange sensitive information. Our customers also love that we can treat their requests directly from the Community, as opposed to referring them to our other contact channels.   We also use the Community as a means of communication with our customers. For example, we inform our customers of upcoming software updates, Fido sponsored events, known issues, etc. This transparent approach is truly appreciated by our community members. But why stop there? Our contact centres also send our customers links to useful articles found in the Community, such as ways to pay your bill, ways to activate services, etc. The Community is used to support our customers even when they call in. Talk about versatility.   How do we keep track of all this information and manage all this traffic? That’s where LSW comes in.   LSW proved to be the perfect tool for our Community moderators, as it helped improve our response time by keeping on top of all Community posts, as opposed to sorting through them individually. To do this, we created a Community queue in LSW to receive all incoming Community posts. LSW allows us to “snooze” Community posts to allow time for our members to respond, based on our response strategy. We also created a common “FidoSolutions” Community profile, which we use for all of our Community PMs only, to make the process seamless from a customer perspective. In turn, this helped us be more efficient, improve our CHI score, response time, call deflection rates and resulted in cost savings.     LSW also proved efficient to help our Social Media Specialists to manage our incoming social media posts, improve on our response time and promote the Community thanks to the knowledge base feature. A single click allows us to answer our customers by sharing articles found within the Community and our website. It’s an incredible time saver and our Specialists and customers love it!   Here are some of the LSW features that help us deliver best in class service: Community response time: Moderators can “snooze” posts for a certain amount of time, based on our response strategy. The snooze functionality is essential to our Community moderation process. We snooze non-account specific inquiries, to give other Community members a chance to respond. If no one responds, we step in and assist. This incredibly useful functionality ensures no one is ever left unanswered. CommunityPMs: Moderators can take over the PM conversations from other moderators once their work shift has ended, greatly increasing efficiency and customer satisfaction. Information centralization: All customer information is now centralized, including contact info, and even notes for internal purposes. Profile merging: LSW allows us to merge customers various social profiles, so we always know who we are speaking with. Analytics and tags: This LSW feature helps us with reports and the analysis, such as our volumes (incoming posts, responses), response time, top topics…. Thanks to Analytics, we can clearly see what our customers are talking about, which allows us to address potential issues in a more efficient manner. Rules and Routing: Through key words, we can proactively engage with people who aren’t specifically reaching out to us. Klout: Allows us to prioritize influencers within our Queues and offer support accordingly.   Let’s not forget that we also utilize shared dashboards for real time reporting to specific people in the company and our launching a pilot for LSW experts in 2016 to hopefully improve our response time.   Our Results   LSW has helped us decrease our Community response time to 120 min in 2016 (93% improvement over 2014 and 34% over last year) while increasing our CHI score by 159 points. Our cost savings and call deflection rates continue to increase. In 2015, our customer survey results indicated over $385K in cost savings by deflecting calls from our contact centre. In the first quarter of 2016 alone, our customer surveys have shown we have already surpassed $625K in cost savings, and that is only for the Community.       For our Social Media Support, the implementation of LSW allowed us to maintain a response time of 15 minutes throughout 2015. The results from our customer surveys state that we recorded $329K in cost savings and ended 2015 with an NPS of over +60. We also ended the year with a Resolution rate of 90%, ascertaining our Social Support channels as a customer favourite.   Additionally, LSW allowed us to keep watch over our volumes and response time when we launched Facebook Messenger as a support channel through our website, and consequently, helped us to earn and keep the “very responsive” badge on Facebook.    
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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: 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: NetApp Inc. Contact: Teresa Peluso (Head of NetApp Community,  Customer Success &  Loyalty) Community: NetApp Community Lithy category:  Excellence in Customer Satisfaction   NetApp, a leader in data management and sto... See more...
Company: NetApp Inc. Contact: Teresa Peluso (Head of NetApp Community,  Customer Success &  Loyalty) Community: NetApp Community Lithy category:  Excellence in Customer Satisfaction   NetApp, a leader in data management and storage solutions, is committed to helping our customers achieve what matters most to them. Leading organizations worldwide count on NetApp for software, systems and services to manage and store their data. Customers value our teamwork, expertise and passion for helping them succeed now and into the future.   NetApp is a pioneer in online community building and launched an online community years ago to support its customers from around the world. The goal of the NetApp Community is to be a source of truth and belonging for our customers, partners and employees – a safe place to connect and share through a digital experience that cultivates relationships, conversations, and expertise. But most of all, NetApp realizes trust is earned and the community demonstrates NetApp’s commitment to ‘being there’ for its customers and partners.   Our customer satisfaction initiatives   NetApp has always valued and participated in online forums -- we launched our own online community years ago (2008) to support our customers from around the world. The goal of the NetApp Community was (and still is) to be a source of truth and belonging for our customers, partners and employees – a safe place to connect and share through a digital experience that cultivates relationships, conversations, and expertise. But most of all, NetApp realizes trust is earned and the community demonstrates NetApp’s commitment to ‘being there’ for its customers and partners.    In September 2014, we decided to take a bold step in order to stay true to that goal. We thought carefully about long-term community goals, analyzed the data, and realized we needed a new platform to support our marketing excellence strategy and customer-centric approach. NetApp migrated to a Lithium-powered community and transformed their entire digital customer experience for the better.   Transforming the NetApp community experience   We knew that to enable customer success and drive preference and loyalty for NetApp, we had to take stock. Was the community thriving? Are members happy with the experience? The solution became clear – we needed a powerful platform and a solid partner. By moving to a Lithium-powered community, we were on our way to greater ROI and increased customer engagement and satisfaction.   NetApp’s previous community platform and infrastructure did not meet their true goal of being customer focused. Prior to the relaunch, the NetApp community was plagued with technical issues. We were unable to focus on connecting with customers because we were inundated with cumbersome upgrades and spam. In fact, spam was so pervasive on the platform that NetApp employed a separate vendor to manage the problem. Plus, we did not have the controls required to govern for a robust and healthy community, so we knew massive overhaul was in order.   After a rigorous RFP process (no stone left unturned) , NetApp selected Lithium’s SaaS platform because it gave us the flexibility to make extensive customizations. Another benefit to choosing Lithium are the seamless bi-monthly technical upgrades, which is a huge improvement compared to before the move to Lithium. Lithium’s tools make it easy and simple to measure community performance and engagement. This real-time information has led to smarter decision-making based on hard data. The data has also helped us prove the value of our community investment.   Our results   Key metrics: 37,000+ registered members (1100 new members per month) 82% monthly average response rate +25% increase in accepted solutions since moving to Lithium +13.5% increase in community CSAT since moving to Lithium   NetApp now has a new look, new platform and a simplified structure. There have been several upgrades to the platform including site search, improved social sharing and browser support and have created a better mobile experience.   We now have a streamlined number of discussion boards to focus on three areas: Products and Solutions, Developer Network, and NetApp University & Training. We also consolidated and simplified the community structure for easier navigation. Using Lithium gives NetApp a competitive advantage by allowing customers to provide peer-to-peer support, share best practices, and connect with other NetApp influencers. We used this ‘fresh start’ to button up our governance, redefine user guidelines and moderation models (we now have ‘topic owners’ who are notified when new discussions are posted).   The NetApp community framework is based on member satisfaction balanced with business objectives. For measuring success, we established new custom index metric, which calculates different behaviors such as posts, kudos, replies, etc., into a weighted indices for engagement and satisfaction of the community. NetApp is also conducts an annual CSAT Survey which informs and validates the community roadmap from both a technical and program perspective. While there are always improvements to make, the member feedback has been positive.   “Our Lithium-powered community has continued to grow and to exceed all baseline metrics, including its newest key engagement metric, the number of kudos, which is a strong indicator of the customer’s overall satisfaction with content.” - Terri Peluso, Head of NetApp Communities,  Customer Success &  Loyalty