Lithium Customer Heroes 2012
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Transcript of Lithium Customer Heroes 2012
1. giffgaff
2. Adultswim
3. MyFICO
4. Playstation EU
5. RIM/Blackberry
Top 10 CHI Scores
6.
7.
8.
9.
10.
BT
SecondLife
HP Consumer Support
Comcast Support
Starz
PR
EDIC
TIVE
DIA
GN
OSTIC
LivelinessLikelihood of active
participation for visitors
InteractionScope of engagement
for visitors
ResponsivenessQuality of engagement
for visitors
TrafficPassive engagement
MembersPassive to activeconversion rate
ContentActive participation
highest kudo density (top 3)
Groupe Casino
Omniture
AAA Mid-Atlantic
Kudo density = avg.# kudos/message.
What’s Gamification?Gamification is the introduction of gaming dynamics into community experiences. Things like the ability to give and get kudos and level up in rank motivate community members to do great things for each other—and the brand.
What’s Ideation?Ideation is leveraging social software to collect customer ideas for product improvements. Social customer ideation accelerates innovation and increases competitive advantage.
communities withsocial integrations
Community launches
0
120
100
80
60
40
20
20112010200920062005 2007 20082004
B2B B2C
communities byaudience type
65%
35%
50%
65%
60% of Lithium Communities use 5 or more social engagement apps
55% of Lithium Communities have mobile integrations
most active communities by region
Comcast SupportUnivisionPayPal
Playstation EuropeLanguages: Danish, Dutch, English, German, Italian, Norwegian, Portuguese, Russian, Spanish, Swedish, French
Telefonica O2 GermanyLanguages: English. German
Sony Playstation KillzoneLanguages: Danish, Dutch,English, German, Italian, Norwegian, Portuguese, Spanish, Swedish, French
MYOBVodaphoneHP China
ActiveCommunities
328
ActiveCommunityMembers
33.6million
ThreadsCreated
9.7million
MessagesCreated
91.6million
CommunityPage Views
23.2billion
# SuperfansIdentified
29,794
LiNC 2012
0
700
600
500
400
300
400300100 2000
Ave
rage
CH
I Sco
re fo
rJa
nuar
y 20
12 to
Mar
ch 2
012
64% 43,382Check out 15 full web pages of customer ideas that have beenimplemented. Way to drive innovation and competitiveadvantage, giffgaff!
communitieswith ideation
Total ideas submitted
Community with MostIdeas Generated
What’s a Superfan?Your Superfans are your smartest most committed community members who contribute the most content. They also own much of the responsibility for driving your community toward its business objectives.
Superfans create 24% of total Lithium Community Content
way to gamify it, guys!Retail, B2B, Insurance —gamification works across all types of communities.
US
EMEA
APAC
I
G
LITHIUM AT LARGE
What’s a CHI Score?The Lithium Community Health Index is a measure of community traffic, members, content, responsiveness, interaction and liveliness. Average CHI Score: 457
C
Lithium is the leading provider of social customer solutions that deliver real business results. The Lithium Social Customer Suite offers complete social monitoring, a comprehensive community platform, and actionable analytics across millions of blogs, forums, and social networking sites. Visit us at www.lithium.com
Average CHI Score by Industry
0
600
500
400
300
200
100
TELE
CO
MM
UN
ICAT
ION
S
ME
DIA
&E
NTE
RTA
INM
EN
T
CO
NS
UM
ER
PR
OD
UC
TS
HI-
TEC
HP
RO
DU
CTS
HI-
TEC
HS
OF
TWA
RE
RE
TAIL
TRA
VE
L &
HO
SP
ITA
LIT
Y
FIN
AN
CIA
LS
ER
VIC
ES
SE
RV
ICE
S
A1 TelekomAT&TBTGiffgaffKPNMovistarO2
OptusSkySkypeSwisscomTelefónicaTelstraVerizon
INDUSTRY THREADS
AVERAGE
MESSAGES
Telecommunications
Consumer Products
Hi-tech Products
Hi-Tech Software
Financial Services
Gaming
Media/Entertainment
Retail
Services
Travel & Hospitality
19,588 133,455
6,811 31,842
49,268 300,095
14,256 71,801
11,137 78,351
1,691 12,085
143,206 1,866,060
8,908 54,414
4,410 19,291
1,246 7,507
Copyright 2012Lithium Technologies, Incbased upon Lithium community data as of 4/15/12.
All that content translates to incredible savingsin call deflection and stellar ROI for industries that use community for Social Support.
• Autodesk saved $6.8 mm in support costs in 6 months.• Skype engages 3mm users per month and resolves 70% of cases in the first contact.• Using help forums through Facebook and Twitter, Sky customers report 90-100% satisfaction and resolution.
All that content means increased awareness and revenue when used for Social Marketing.
• HP Consumer Support Forums have drawn 500 mm pageviews.• TVG community members spend 36% more than average.• Sephora Superfans spend 10x more than average.
way to rock it, lithium telecomcommunities!
Lithium serves4 out of 5 of theworld’s largest
telecom companies
How Maturity Impacts CHI Score
08741 5 632
600
700
500
400
300
200
100
CH
I S
CO
RE
COMMUNITY AGE (YEARS)
Special thanks to Lithium Veterans:Univision – 8 years
Adultswim – 8 years
National Instruments – 8 years
AT&T – 7 years
Comcast – 6 years
Logitech – 6 years
Cisco – 6 years
HP – 6 years
industry round up
psst!The more levels to master, the better the CHI Score - pass it on!
go heroes The amazing GiffGaff!
CHI Score: 875With under 2 dozen employees,100% of customer service is handled by the community.