Customers of the Commonwealth Bank of Australia (CBA) are now able to access another support channel, with the launch of the bank's Support Community forums. The Lithium-powered forums will allow customers to have their questions answered by the community and CommBank experts.
How do you get social right? It's not simple, but it's not rocket science either. Lithium VP Of Social Strategy, Dave Evans shares in ZDNet the methods through which companies can get social customer management right.
Australian companies have put a great deal of thought into turning customers into free marketing and technical support staff online. Through Silicon Valley social software vendor Lithium, firms like the Commonwealth Bank and Telstra are analysing how their customers interact online, and ways to turn them into enthusiastic brand advocates.
In the Economist's new Lean Back 2.0 series, Lithium Chief Scientist Dr Michael Wu explains that we have now entered into a golden age of consumer influence. He explores how businesses can best adapt to the fully connected, totally empowered consumer.
Drew Turney from ZDNet looks at how launching your own community can bring unexpected benefits and even save you money.
In a conversation Monday with Rob Tarkoff, President and CEO of Lithium, a software company that creates a platform for supporting the social customer experience, he pointed out that the rise in CMO-led technology investment was creating a silo of potentially valuable information. The CIO can participate in the assembly of a social profile of a customer that sits alongside the transactional and demographic profile that is usually maintained in the data warehouse.
Pet360 is striving to be considered the go-to source for consumers’ pet needs. As a result, the eTailer has focused on providing a hub of branded content and resources to educate consumers, as well as an outlet for “pet parents” to communicate with each other, share advice and ask questions. To create this community-focused environment, Pet360 partnered with Lithium, a provider of social community solutions. Using Lithium technology and tools, the eTailer has created a forum that features discussions covering pet health, care and parenting. In addition, the forum provides customers with an outlet to publish photos, access company blog posts, enter contests and query peers.
Lithium Technologies is tracking toward an IPO by enabling companies to use the free online content produced by their biggest fans and users to drive sales, increase customer retention and reduce customer service costs.
The Commonwealth Bank has unveiled a revamped website and new social support forum based on the Lithium platform. The new design is intended to reduce clutter and make the site more intuitive and personalised, according to the bank.
Sephora partners with Lithium, a provider of social community solutions, to harness the power of the crowd and create a digital focus group within the e-Commerce site. Called “Beauty Talk,” this digital outlet allows consumers to connect with each other, ask questions and offer advice.
