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Lithium CEO Rob Tarkoff Outlines Blueprint for Change with Social Customer Experience at LiNC 2013

Lithium CEO Rob Tarkoff Outlines Blueprint for Change with Social Customer Experience at LiNC 2013

Groundbreaking new products, strategic insights give brands significant edge through social interactions on both brand web properties and public social networks

Lithium Network Conference, SAN FRANCISCO - April 24, 2013 - Lithium Technologies, the leader in Social Customer Experience, today kicked off its Lithium Network Conference (LiNC) 2013. During the three-day event, Lithium will unveil significant technology breakthroughs and strategies that provide brands with a blueprint to drive a transformational change by engaging with social customers across their own web properties and applications, as well as public social networks.

In today’s social world, consumers are constantly engaging with one another -- seeking advice and opinions from their peers about which products to buy and how to get the most value from their purchases. While 46% of U.S. online adults trust consumer-written online reviews, only 9% trust text messages from companies or brands[1], according to Forrester Research, Inc.’s Technographics® data.

For success, brands must create a trove of trusted content that meets the high demands of their social customers.

“More than ever, customer experience is the battleground for brands to differentiate themselves and to unlock the real power of social. To succeed, brands must create trusted content and engage customers in conversation on their own websites to move their business forward. Lithium’s customers are doing just that,” Lithium President and Chief Executive Officer Rob Tarkoff said.

Lithium announced groundbreaking new software advances at LiNC that extend its ability to power vibrant social communities and manage high volumes of customer conversations across social networks such as Twitter and Facebook. Lithium’s latest innovations come as it has more than doubled its R&D investments thanks to sharp sales growth.

The new cloud-based Lithium Social Intelligence™ offering allows analysis of real-time information and 10 years of historical data across Lithium’s nearly 100 million active monthly users to help brands measure and improve their social customer engagement in real time. Lithium also released a host of major enhancements to the Lithium Social Customer Experience Platform™. (See separate announcements)

Lithium also said that it joined the SAP® PartnerEdge® program as an SAP software solution and technology partner. Web channel products by SAP can now be extended by Lithium's community functions and user-generated content. Lithium’s community solutions will support SAP's shopping cart, catalogue and shop systems by adding review, rating and help functions (Q&A). (See separate release)

Additionally, Lithium will announce the release of two key publications at this year’s event that provide important new insights into the state of the social customer experience. The new publications include:

  • The Emerging Role of Social Customer Experience in Customer Care—new findings from a Lithium commissioned study conducted by Forrester Consulting highlight the gap between brand and consumer social technology adoption. The research reveals:
    • The number of consumers using customer communities or forums for customer service has increased by 39% since 2009.
    • The number of consumers using microblogs for customer service has doubled since 2009.
    • Just 6% of brands surveyed believe they are doing an excellent job allowing customer service agents to handle social service requests through personal social media networks and microblogs.
    • A full 16% of brands surveyed think they do a poor job of allowing customer service agents to handle social service requests through personal social media networks and microblogs.
  • “The Science of Social 2”—the second book in Lithium’s Science of Social series based on the writings of Chief Scientist Dr. Michael Wu. Framed around tech visionary and Lithium board member Geoffrey Moore’s Four Gears Model, the “Science of Social 2” lays out the science behind social media strategies for:
    • Acquisition—capturing new customers.
    • Engagement—nurturing prospects and customers to cultivate long-term loyalty.
    • Enlistment—getting customers to participate in the business in a whole new way.
    • Monetization—conversion, delivery, satisfaction and upsell.

Hundreds of the world’s biggest brands are converging on Lithium’s 6th annual LiNC for a serious social dialogue. The event will bring together more than 600 attendees from around the world for insightful keynotes and 25 hands-on break out sessions, along with community certification and social strategy workshops. LiNC 2013 features keynotes from acclaimed statistician, political forecaster and New York Times best-selling author Nate Silver, as well as a broad cross section of global brands and Lithium CEO Tarkoff.

The annual gathering is taking place at San Francisco’s Westin St. Francis, April 23-25. Follow the conference at #LiNC on Twitter. A range of Lithium’s leading global customers will present during LiNC, including iconic brands Sephora, Sony Electronics, SAP/SuccessFactors, Aruba Networks, Cisco, Verizon, Telstra, HP, Barclaycard, EE and numerous others.

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About Lithium Technologies
Lithium helps companies unlock the passion of their customers. Lithium software powers amazing Social Customer Experiences for more than 400 iconic brands including AT&T, BT, Best Buy, Indosat, Sephora, Skype and Telstra. Lithium helps companies grow brand advocacy, drive sales, reduce costs and accelerate innovation to create social communities that redefine the customer experience. For more information, visit lithium.com, or connect with us on Twitter, Facebook and our own community–the Lithosphere. Lithium is privately held with corporate headquarters in Emeryville, Calif. and offices in Europe, Asia and Australia.

The Lithium® logo is a registered Service Mark of Lithium Technologies. All trademarks and product names are the property of their respective owners.

[1] Forrester Research, Inc. “How to Build Your Brands with Branded Content,” March 21, 2013

Lithium Media Contacts
Eddie McGraw, Corporate Headquarters & Global
eddie.mcgraw@lithium.com
+1 (650) 430-1978
Katrina Estrella, Corporate Headquarters & Global