Good model for recruiting customer advocatesPssst… and MyGetTogether stimulates product trial and story sharingLengthy registration captures deep profile infoOutreach to members when new opportunities arise to try products or host a get-together
Good use of community with CSR; Interesting partnership with Merck and CareClick-to-comment allows members to earn badges that translate into matched donations to a charity;Members earn badges by getting informed about the charity through defined engagement activities;Missed opportunity: Join My Village app and promotion of initiative on product packaging
Tied with SAP as second highest scorerFun and captivating engagement; Personalizes experiences and offers SSOOffers sub-portals for game types such as sports; Surfaces appropriate forums on game-specific pages and offers centralized, searchable hub for all forums Wish List: Featuring high performers as SMEs or guest bloggers; allowing more interaction on brand-sponsored blogs
Highest score overallCentralized engagement approach: All three pillars of communitySupport communities = Core strategyTag and organize contentReturn most highly rated first in search resultsTap high performers as SMEs and community leadersIntegrate content from Twitter and other social platformsGood use of reputation managementVZW offers rich engagement through Verizon Insiders and has advocate corps as product testers
Verizon has a cohesive approach to handling support issues for its products and services through a single support community.It uses many best practices to organize and engage both community members who are actively engaged as a peer-to-peer support team and customers who are seeking resolution to issues or to better learn how to use their mobile products..Verizon integrates rewards and recognition throughout its community and tightly integrates with social media.Call-out 5: The personal tag cloud is another great way to let the member bookmark and find content that is important to them.I want to point out call-out 6 on this slide, which shows a great way to organize multiple forms of engagement from across the community in a single place for a single topic.
Keeping content organized is a highly valued activity in this and other Support communities. This is a herculean task and rewarding and recognizing community members who perform this role is very important and makes community management easier and more efficient.Also pointing out highly rated content through the Kudoed posts optimizes member experienceShowing the Support Twitter stream in the community also serves an important function: Typically people use social media when they are frustrated or trying to escalate a support issue. These issues are shared with the community, who can then address them as appropriate.
Multiple screen engagementRitualized experiences:Common ways to engage cross-propertyIntegration across multiple social assets“Get-Glue” functionalityCheck in while watching showsLive chat with other viewers“Talk Without Pity” tab aggregates all Twitter conversations about a specific showLots of ways to customize experienceWish List: Better gamification engine