With the new infrastructure (A1—A3), as well as the improved algorithms (B1—B4), there is no doubt that the final CHI score will also change. There are literally hundreds of intermediary calculations (possibly more) between a single user’s action within the community and the final CHI score. Any changes in any one of those intermediary steps could change the final CHI score.
In my last post, we discussed some of the infrastructural and algorithmic changes behind the new Community Health Index (CHI) shipped at the end of October. But that was just the beginning. Today, let’s talk about some of the forthcoming features we’ve planned with the new CHI score. Please note that these features are not yet available, but they will be soon.
First, an apology for going radio silence for a month. Sorry. But I’m back.
It’s been a crazy October for me. Most of October seems like a blur, because it’s been a mixture of sleep deprivation and 80+ hour work weeks. Besides all the traveling for speaking events during day times and the lost luggage on the way (which I’m happy to share with you later if you are interested), I’ve been working with our data platform team to implement the new community health index at night (CHI, denote by the Greek letter chi).
Last week I attended my 5th LiNC—Lithium’s annual customer conference. It was another overwhelming and over stimulating experience.
Since it is Friday and it’s late, I’m going to post something simple and fun today. As there are already many nice recaps of the conference (see below), I will just poste a few data points in the form of a picture (or infographics) to give you a sense of the types of conversation and interaction that took place on twitter during LiNC14.
The engagement center (EC) provides a number of analytics dashboards that surface important analytics about your community as well as the conversations that is happen beyond the community. One of the new pieces of functionality that is provided in the EC is the hot topics (or hot threads) widget. This widget tells you which topic of conversation is hot in the community; moreover, it assigns a hotness score to each topic, allowing you to rank them.
The question that I often get is “What makes a topic hot and what is the hotness score?” Perhaps, you would say it is something that is new, popular and heavily in demand. These are all correct! In fact the hotness score is based on two components, which I will refer to as popularity and recentness. So a topic that is either recent or popular alone is insufficient to be hot. It must score high in both popularity and recentness in order to be a hot topic.
As I've alluded in previous blog posts, the value of WOM is not particularly tangible. Estimating the ROI on WOM is nontrivial and it is still a research topic for academics.
In a network of hundreds of thousands of customers, the value of WOM really comes down to how we estimate a customer's lifetime value with the effect of WOM and without it. Let's consider the Lithosphere community as an example.