in the news
December 9, 2010
Lithium Technologies Helps Companies Thrive Online
Two years ago, Sephora SA was hesitant to let customers comment on its website about the cosmetics company's wares, fretting that negative reviews might hurt sales. Executives changed their approach after watching discussions unfold on Facebook and Twitter, where users often recommended Sephora products and spurred orders, and Sephora sought ways to shift the exchange to its own site.
The company turned to Lithium Technologies Inc. in Emeryville, which helps clients manage customer social networks. Lithium set up a forum where company's super-users spend hours every day answering questions from other customers, opining on topics and making recommendations. Besides creating online forums for customers, Lithium monitors traffic on sites like Facebook and Twitter, which helps clients get ahead of issues and resolve complaints more quickly.
Bloomberg's Ryan Flinn interviewed Lyle Fong, CEO & Co-Founder of Lithium Technologies, about how Lithium is using game dynamics to help companies like Sephora, Best Buy, and HP influence online customer conversations as a way to boost sales and manage their brands' reputations.