About digitization, communities and elephants – that was Lithium Meetup 2017 in Bonn To connect members of a community, especially the community managers, Lithium, T-Systems Multimedia Solutions and Telekom Deutschland have invited for a day to exchange knowledge, inspiring conversations and networking. In attendance were german pioneers from areas of digital customer experience, social customer care and online communities. What makes an event like this so special? It definitely should be interactive and exciting, but as well leaving enough space for networking. Therefore different customers of Lithium and other interested ones were invited to spend a full business day during the advent season together. Honestly, which location would be more appropriated for a venue like this than the Telekom headquarter in Bonn? Finally THC is one of the biggest communities based on the Lithium technology. Inspiring presentations and customer-oriented case studies The venue started with an affectionate reception by host Kathrin Langkamp. Nils Stamm (Chief Digital Officer, Telekom) successfully picks up everyone concerning the topic. Responsible for the digitalization strategy at Telekom, he explained options for measuring digitalization and the importance of communities for the process of transformation like THC. Thereby the transition to @sam_kirch (product owner) case study about THC was well performed. After the host of the show presented the current sales figures of over 900000 community members and ended up by smartly asking how huge and impressive the party would be by an achievement of 1 million users, Samuel perfectly leaded over to his presentation. His narrative began with the history of the community, looking ahead into the future. With 933000 users, the community is one of the largest based on Lithium technology. At all times it consistently follows the principle „customer helps customer“. Moreover Samuel Kirchhoff reported how the community is managed and how to handle the exchange with „heavy users“ who are answering very important questions inside the community very frequently. After a short break with croissants and tasty juice @Esther_H (community manager TeamViewer) stepped into the next exciting topic. Her focus - community moderation. What includes community moderation and which challenges does it have? The answer: similar to elephants, hosts need a thick skin, big ears for good comprehension, kindliness, empathy as well as assertiveness. Another highlight was the lecture of @MikeW, Lithiums chief scientist from San Francisco. His research focuses on how companies can get their customers more excited about themselves. In the age of social media our attention span counts to 8 seconds – even goldfishes are more attentive. According to Michael the solution for this phenomenon lays in customer experience, the experience that companies need to create for their customers. Concerning the customer experience, four wheels interlock acquisition, earning money, customer recruitment and their commitment. Thereby everyone got reminded why many small steps are necessary on the long journey to the success of digital transformation. One baby step at a time! Interactive work kept everyone awake Apart from the visual impact of the ambience of the Telekom hall also the catering impressed the whole audience during the business lunch. After enjoying a lot of goodies, it was time for some interactive tasks in the afternoon. Result of this section were three colourful laminated flip charts which every team successfully exemplified in detail. The Template from @JuergenM his roundtable was very full of exciting post-its. @ClaudiusHpresented enthusiastic the results of his roundtable group. Closing and huge gratitude The event was characterized by a whole bunch of questions and active listening guests. We recognized that the group of participants represented a really homogeneous collective, quickly transforming to an open forum. By the end of the day the host concluded the venue in an overwhelming way by expressing her gratitude to every guest. With a participation rate of 100% I would like to sum up by saying: everyone came, saw and won!
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