Paul Gilliham is Lithium's Director of Customer Marketing, responsible for customer engagement marketing, social media and Lithium's own community, the Lithosphere.
He is a regular blogger for Lithium and in the Lithosphere you'll see him as PaulGi. You can follow him on Twitter at @lithosphere or @bladefrog
Forrester's Marketing and Strategy Forum EMEA 2010 was held in London earlier this week. It's a meeting of minds looking at how customer experience is changing the way that companies engage with customers.
One of the highlights of the event was the announcement of the International division Groundswell Awards and I am delighted to say that two of our customers won in different categories!
So congratulations to:
Giffgaff – Winner of B2C International, Embracing
Giffgaff is a UK mobile operator that started embracing its customers before it
ever launched a product. When founder Vincent Boon decided to start a mobile
network, he built an online forum to find out what people really wanted – and
that input led directly to the creation of giffgaff’s packages and pricing.
Today that forum still serves as the heart of the company – the place where
customers contribute ideas for further product innovation and contribute ideas
for marketing and promotions. The forum also handles 100% of customer support
issues, most within five minutes. (The company doesn’t even have a call
center!) Giffgaff is one of the best examples of embracing we’ve ever seen
entered in the Groundswell Awards.
HP – Winner of B2C International, Support
Hewlett Packard wanted to improve customer service while reducing its own
support costs. The HP Consumer Support Forum, which it built with the help of
vendor Lithium, does just that by giving customers a chance to share tips and
answer each other’s questions 24 hours a day. In the past two years hundreds of
thousands of people have shared ideas and solutions in seven languages across
20 countries. And while HP puts experts in the forum on occasion – like during
the launch of new operating systems – 95% of forum content comes directly from
customers. To date more than 4.6m people have told HP that the forum solved
their support issues, which HP says makes customer happier and saves the
company millions in support costs.