User Profile

DeniseJ

Lithium Alumni (Retired)

Joined 14 years ago

170 Posts1145 Likes2 Solutions

Denise Jack is Lithium's VP of Global Field Marketing. She has more than 14 years of experience in customer marketing, technical sales and management consulting. You can follow her on Twitter at @denisejack.

View All Badges

User Widgets

Contributions

Lithys 2013: Groupe Casino - Best Social Marketing Program
Company: Groupe Casino Entry submitted by: Christelle Dorat (Cexplor) Community Manager Community: C'Vous (www.cvous.com) Lithy category: Best Social Marketing Program ___________________________________________________________________ In February 2012, Groupe Casino launched Cvous.com, the 1 st community in France allowing customers from our 3 retail chains Casino, Franprix and Leader Price to co-create products and services for our stores. C'VosIdées is where community members can propose, from scratch, ideas of products and services for the stores. The community votes for their favorite ideas and Groupe Casino reviews the top ideas and implements them when possible. For example, the concept of Idea N°1, a vegetarian corner gathering several vegetarian products in the same area of the stores, is currently undergoing testing. C'VosProduits allows Casino, Franprix or Leader Price customers to vote for their favorite products and recommend them to others. It also helps our marketing teams collect customer insights on products sold in stores. C'EntreVous is a forum where members can ask questions or give advice about retail shopping or everyday products. They are also able to post recipes and add the ingredients they need directly to their online shopping cart. This really simplifies and shortens shopping time for our customers! Last but not least, cvous.com regularly proposes to its members to co-create products. There are two types of product co-creation. The first one consists of asking members to choose between different extensions of a product. The second way is a deeper engagement with our members. One example we are very proud of is the Apérichefs story. This started with a casting. To participate, members submitted recipes or ideas of snack food products. Out of the candidates, nine Apérichefs were selected and invited to GroupeCasino's office in Paris to brainstorm and taste snack food products using their recipes or ideas. Currently on cvous.com, community members can vote amongst 6 delicious propositions of snack food products (madeleines) recommended by the 9 Apérichefs. The C'Vous community is completely integrated into Groupe Casino's overall marketing strategy to support its goal to build proximity with customers and consumers in general. Thanks to the community, we can listen to our customers and improve their shopping experience by implementing their product and services ideas that impacts our sales positively increases customer loyalty to our stores. C’Vous also received professional recognition. We were awarded two TopCom Awards in 2012 and two E-Marketing awards in 2013 (Grand Prix and Award of the Best Community Strategy). The C'Vous Team
10 years ago Place Past Customer Award Submissions
5.1KViews
33likes
0Comments
Lithys 2014: Vodafone Espana - Support Savings MVP
Company: Vodafone Espana Entry submitted by: Zaira Pérez (Zperezp) Specialist, Self Management Channel Community: Foro Vodafone (http://foro.vodafone.es) Lithy category: Support Savings MVP Vodafone Spain's aim is to provide best in class service to our customers with innovative and great value added offers and products. Vodafone Spain eForum Community serves the needs for those customers after product acquisition in order to provide a great experience and exploitation of their devices & acquired services. Lithium provides Vodafone Spain the channel to enable direct communication with customers in order to satisfy their queries and incident resolution. At the same time, we provide customers with a Knowledge Center with loads of Tutorials and tips to engage and improve their mobile devices and DSL connection. Vodafone Spain Heroes promotes both users as a support channel and new useful content creation. Those interactions and new content also engage user self-management and product knowledge. Furthermore, this Programme enables users to feel they are in a comfortable community where they may ask their questions and uncertainties, because many of the questions are either addressed or fully resolved by users on an equal level. Since the Programme started back in November 2013, “Vodafone Heroes Programme” participants drove over 10k new interactions within the Vodafone Spain. In addition, over 25 contestants actively help out other users. A great amount of kudos and new accepted solutions have been originated from those answers and users keep on recommending the Programme to their friends. As a result of the Vodafone Heroes Programme, we managed to deflect call volume by over 1.6m total calls. In addition, we enhanced our Net Promoter Score (NPS) by an average of 5 NPS points YoY and unassisted resolution rate increased by 10.2%. More about Vodafone Spain Heroes Programme Our Vodafone Spain Heroes Programme is focused on acquisition of new Community Members and Moderators outside the company employees to enable a real 2.0. approach. Vodafone Spain Heroes is created with the intention to enable a Community where users can compete to get new badges and powers while helping each other solve their queries. This gamification programme not only encourages greater customer/user participation but also promotes new useful content creation. Those new interactions and content also engage user self-management and product knowledge. This enables great Community growth for Vodafone Spain eForum users as a support channel to get helpful and resolute answers providing internal KPIs a real boost. Vodafone Spain Heroes Programme is closely monitored on a weekly basis by the Spain Community Managers who provide Heroes with guidance and one-to-one follow up on their adventure. The Programme includes 3 role categories (Vodafone Hero Apprentice, Vodafone Hero and Vodafone SuperHero) and 4 power badges (speed, wisdom, aim and creation) that allow users to possess different strengths. Programme is based on nomination of weekly winners for each power badge providing users with exclusive benefits and privileges as they get Points of Power along with their nominations. Benefits are also related with fame and pride such as allowing users to moderate or ban other users as well as collaborating on official content creation published within Vodafone sites. There is a Points of Power catalogue accessible to the users once they enter the programme where users can redeem and select their desired prizes. Offer range is very wide not only offering goods but also “benefits” and events participation or pride recognition. Any Vodafone Spain eForum registered user is eligible to participate in the Heroes Programme. Users need to pass the initial challenge to get their first “hero Apprentice” badge and from then, new badges unlocked will move users up in the scale of roles. Once a user reaches to unlock the 4 badges, they are appointed Vodafone Superheroes. At Vodafone, we truly think we deserve to become Lithys winners as this Programme has evolved and demonstrated the value of the Vodafone eForum community, resulting in support savings through call deflection.
12 years ago Place Past Customer Award Submissions
4.2KViews
9likes
3Comments
Status changed to: 2014 Lithy Submission
12 years ago Place Past Customer Award Submissions
4.1KViews
0likes
0Comments
Lithys 2013: Spotify - Best Superfan Story or Insight
Company: Spotify Entry submitted by: Rocio Guerrero (rociogc86) Community Manager Community: Spotify (community.spotify.com) Lithy category: Best Superfan Story or Insight ___________________________________________________________________ In just one year the Spotify Community has accumulated 15-20 super users, and all of them super cool and amazing folks. However just 6 months ago..a 20 year old boy from England started shining like a star in our Spotify Community! We are all amazed by his work, passion, enthusiasm, talent, kindness...he just has it all! We are very happy to introduce you to "Hammeh"....if you want to know more about this little fella and his more than 6,000 posts in 6 months!!! We've dedicated this song to Hammeh. Take a listen! View the infographic here: Best Fan Story Ever!
12 years ago Place Past Customer Award Submissions
12KViews
30likes
4Comments
Status changed to: 2013 Lithy Winner
13 years ago Place Past Customer Award Submissions
6.4KViews
0likes
0Comments
Status changed to: 2013 Lithy Winner
13 years ago Place Past Customer Award Submissions
6.6KViews
0likes
0Comments
Status changed to: 2013 Lithy Finalist
13 years ago Place Past Customer Award Submissions
5.4KViews
0likes
0Comments
Status changed to: 2013 Lithy Winner
13 years ago Place Past Customer Award Submissions
8.1KViews
0likes
0Comments
Status changed to: 2013 Lithy Finalist
13 years ago Place Past Customer Award Submissions
4.1KViews
0likes
0Comments
Status changed to: 2013 Lithy Winner
13 years ago Place Past Customer Award Submissions
7.2KViews
0likes
0Comments