Community & Customer Experience Portfolio
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overview of end user and internal communities I've built and managed over the last several years. Including Samsung, GoDaddy, Symantec, Microsoft, among others. Also highlights contributed revenue generation and support savings figures.
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Community & Customer Experience Portfolio
- 1. Community Portfolio Overview Eric Stieg 408-813-7280 ericstieg@gmail.com https://www.linkedin.com/in/ericstieg Please consider viewing “notes” for additional context
- 2. Microsoft Community • Increased MAU (monthly active users) from 600K to 1.2M in 6 months. • Managed all user engagement & retention strategies increasing participation, page views, visits & unique visits 2x. • Developed and deployed Super User Program for global Microsoft Power Platform communities. • Built Holistic Rewards & Recognition Program resulting in $20M support savings. • Drove global strategies for syndication, translation, monthly contests and related. MAU | Response Rates
- 3. GoDaddy Community • GoDaddy’s “GoGetter” Community for mentors and small business owners • Built on Lithium platform and over 250 mentors and 650 requests within 2 months • Helped generate over $14M in contributed revenue in 2018 • Call Deflections of $21M • Over 250,000 members since launching in 2017. • Created a “personalized feed’ of content similar to FaceBook, that drove over 20M visits in 2017 – 2018.
- 4. GoDaddy: Revenue & Savings • Over $14M in gross contributed revenue (GCR line above) • Average Order Size (AOS) surpasses every BU with average of $58 order. • Over 250,000 orders in 2018 • Over 1,500,000 minutes saved in support deflections = $21,000,000 in deflected call savings • Numbers calculated through Tableau & Analytics Business Unit January (Gross Contributed Revenue)
- 5. GoDaddy Super User Projections # Contributors Per Tier 2019 Accepted Solutions 2019 Ave Solution Views per Solution/ Mo Deflection Percentage Total Deflected Calls AHT Total Saved Minutes ($1 / Minute) Value of Saved Minutes Tier 1 10 1200 1500 1% 18000 14 252,000 $ 252,000 Tier 2 10 2500 1500 1% 37500 14 525,000 $ 525,000 Tier 3 5 3000 1500 1% 45,000 14 630000 $ 630,000 Tier 4 5 6000 1500 1% 90,000 14 546000 $ 1,260,000 Totals 30 12700 82550 1155700 $ 2,667,000
- 6. Infoblox Community • Re-architected and deployed new community resulting in increase from 2K to 10K active users per week. • Managed integration with GitHub, Code-sampling, scripts and various API’s to enrich user experience and adoption. • Managed concept-to-deployment, design, influencer & white glove user programs, rank & reputation & related advocacy programs. • Responsible for cross-functional editorial calendar to drive over 400 blog posts, KB articles and white papers within 7 months. • Weekly exec-updates highlighting “CHI” or community health index and related metrics
- 7. Samsung Community • Built first-ever Samsung Customer Community for Samsung mobile device users and developers. Launched to 250,000 users in 30 days. • Utilized Drupal Core Distributed Module (DCDM) on Drupal 8. • Sneak-peek of site drove over 25,000 users through “red carpet” partner promotion. • Managed concept-to-deployment, architecture, budget & executive engagement. • Built and launched in 6 months. • Transitioned to Owner’s Hub 2.0 upon reorg, now over 2M users.
- 8. Samsung Owner’s Hub | Sweeps | Advertorials • Deployed mobile end user community – aka “Owner’s Hub” • Developed “advertorial content” model to drive increased awareness, engagement and adoption. – Included Influencer program • Managed various agencies & promotions to increase “Next Big Thing” Summer Favs on social networks. • Responsible for deploying social listening and monitoring tools - Tracx
- 9. Symantec Connect Community • Managed community of 250K end users, advocates, etc., • Built first-ever “community support center” utilizing support engineers to solve customer questions. • Build first-ever product trial support processes resulting in 90% conversion. • Concepted-and-deployed multiple UGC programs to increase advocacy, engagement, Trusted Advisors, and gamification opportunities.
- 10. Infoblox Community (2012) • Responsible for originally consolidating and migrating 2 communities • Within 6 months had 50% of customer base actively participating on community • As community admin, was responsible for engaging daily with users to respond & resolve questions and build programs to drive stickiness. • Incorporated community into new- customer onboarding process
- 11. Additional Examples Available Upon Request #ThankYou • Super User Program development, deployment and management • Strategies for MAU & related initiatives to drive active user participation • Strategies focused on deflected calls, saved minutes and overall cost savings • Site architecture and systems integration • Driving organic search results and earned media airtime • Other companies I’ve consulted – Arlo, NetApp, Viewics, Autodesk, etc., • Speaking engagements , awards, etc.,
Hinweis der Redaktion
- I managed the entire RFP process and development of features and criteria. This is the 2nd community I built for Infoblox, as you’ll see in an upcoming slide. This B2B community focuses on customers and developer resources, including GitHub Integration, API codes, Perl Scripts and many other technical requirements needed by our customers and partners. We were told by the vendor, upon launching, that our community has the feature set and capability of other sites after 4+ years of continued development. #ILoveMyJob
- I managed the entire RFP process and development of features and criteria. Vendor selection (I used propeople), design, workflows, DCDM methodology, hosting and deployment. This was the very first end-user community ever developed by Samsung for end user customers. This was, simply put, a once in a lifetime opportunity to build a community for the biggest, and most well known consumer brand on the planet.
- Social monitoring is critically important for strategy and deployment. Samsung had a corporate agreement with Tracx.com
- AAR Program: Hypothesis of program - determine if having TSE’s involved directly on community would deflect support calls. The answer was overwhelmingly yes. We captured “depth of conversation,” time to close, escalations, tracked “trending issues,” and utilized @AskSymantec handle + end user community “direct message” feature to ID issues. During the 6 month pilot, we had 5 TSEs involved. 3 were directly involved in the community, answering questions, getting more details, looking up solutions, and posting a possible solution directly to the community to allow users to “vote” and suggested “solved” within the community. The Infoblox community was originally built with these features as well, but do not know if they are currently available. A main KPI was to “acknowledge” (comment on a user’s thread) within 6 hours. We also tracked this, and inquired with the customer after case-closure if they were “happy” with the service provided. The additional 2 TSE’s were responsible for tracking support cases, and analyzing opportunities for developing blogs, white papers, videos, etc., that would resolve customer issues before they called. They would in turn upload that content to the community and point people to it. The overall support organization adopted this model, and today there are over 30 TSEs directly involved in the community supporting customers.
- There were over 400 active accounts (within 6 months) that needed migration. Additionally, there were a number of outdated documents that needed a refresh prior to publishing to the new community.