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Next Generation Customer Communities: From Support to sCRM & Advocacy


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How have communities evolved from simple peer-support forums to powerful hubs of social customer service, comprising monitoring, engagement, social CRM and advocacy management tools? Our expert speaker explains the dynamics behind some of the world's most successful communities.

Published in: Social Media, Business, Technology
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Next Generation Customer Communities: From Support to sCRM & Advocacy

  1. 1. The Spotify Community Rorey Jones, Global Community Manager Twitter: @roreyjones May 14, 2014
  2. 2. 2 Section name ● Music for computer, mobile, tablet and home entertainment systems ● 20 million songs ● Over 6 million subscribers ● Over 24 million active users ● Available in 55 markets Hello. Spotify here.
  3. 3. 3 ● Nearly 300,000 members in the Spotify community ● Top super user has posted over 35,000 times ● Members have submitted over 5,000 ideas ● Average of 2900 posts each week Our community activity
  4. 4. 2009: Started our first community 2011: One super user and nearly no staff participation 2012: Launched the new Spotify community 2013: Launched our ambassador program Today: Nearly 50 active super users The community’s evolution
  5. 5. Before the thread was replied to, it was quoted by the following sources…. What happens when you don’t engage?
  6. 6. Users have the power to start, lead and influence discussions
  7. 7. 7 Super Users – They’re kind of a big deal ●Over 39,000 hours spent in the community ●Posted over 60,000 times ●Authored over 5,000 solutions
  8. 8. Social Polls
  9. 9. Beta testing groups
  10. 10. What is the future like for us?
  11. 11. Community ideas measured by comments, votes and views Source: Spotify Community Lithium Data
  12. 12. 13 Section name
  13. 13. 17 Use community manager intuition Tell the whole story Provide Anecdote s Meet your customers