traci
Director
Joined 10 years ago
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2020 Customer Awards: Google Local Guides - Better Together: Customer Engagement
Company: Google Local Guides Company background: Local Guides is an official Google program for Google Maps contributors who share their experiences by way of reviews, photos, business information and more with over 120+ million global program members. Contact: Traci Cappiello Title: Program Manager, Community Related URLs: www.localguidesconnect.com Kudos Category: Better Together: Customer Engagement 1. Tell us about your integration as well as your goal and key strategies. We currently leverage Community and Care to manage Connect for over 1M Local Guides. We’ve since become a super user, brand community with high engagement. Our Care integration has enabled us to free up our workforce to perform other work, such as content creation. 2. Share your plan with the target audience and how your digital technology helped provide a better customer engagement experience. We use Care to create work queues to help us engage with our community members who need us most. Whether it’s an escalation or sensitive topic, we’re able to appropriately prioritize a high volume of conversations into a manageable queue, then assign conversations to the most appropriate point of contact. 3. What were the results? Tell us how it helped you meet your strategic goals. Please include metrics if possible. Since implementation, we’ve adjusted work queues to ensure that no post that requires input from a Googler goes unanswered which has freed up bandwidth to increase work areas for our community management team. Care, our content strategy and community management approach has helped us to maintain a highly positive community sentiment over 90%.2020 Customer Awards: Google Local Guides - Best-in-Class: Community
Company: Google Local Guides Company background: Local Guides is an official Google program for Google Maps contributors who share their experiences by way of reviews, photos, business information and more with over 120+ million global program members. Contact: Traci Cappiello Title: Program Manager, Community Related URLs: www.localguidesconnect.com Kudos Category: Best-in-Class: Community 1. Describe your community(s) and how you decided to start a community or grow/change it? (user request, Khoros suggestion, internal idea, etc.). Connect was launched in July 2016 to bring together smaller, disparate online communities of Local Guides. Our mission was to become the place for our most passionate Local Guides to connect with each other and Google, to share ideas and more. Since 2016, our program has grown with over 1 million members in our forum, with nearly 200k new registrations in the past year. 2. Tell us about how you made it happen? Did you stage it first? Who got an early look? How did you drive adoption? Did you get executive buy-in? Did you have any key iterations? Before full launch, we ran a beta phase with select superusers.. With a content strategy focused on program and product news as well as community member recognition and connections, we created value for our community members and directly invited them to join via email. In 2018, we completely revamped our community and continue to make roughly 100 improvements each year based on community feedback and needs. 3. What were the results? Tell us how it impacted your customer experience or the outcomes you seek as a business. Please include metrics if possible. Connect has enabled connections that are critical to our program satisfaction while also helping us to help the community with content. Since launch with great growth in the past year, we’ve seen: 350k+ topics and 1.1 m+ comments 22k accepted solutions 30 community members now moderate the forum
