How to help your fans help you! Nico Henderijckx, Sony
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How to help your fans help you! Presentation delivered by Nico Henderijckx (European Community and Forum Manager, Sony) at The Social Customer 2012 Paris
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How to help your fans help you! Nico Henderijckx, Sony
- 1. How to help your fans help you! Sony Europe Forum and Communities Nico Henderijckx
- 2. EU Sony Electronics Forum www.sony.xx/discussions » Provide a Self-Service area with Moderation and Escalation process taking the 1st level support workload away from Sony. » Call avoidance for CIC » Allow End-Users to help End-Users » Provide Sony News and Technical/Corporate announcements » Link to other Sister Company Forums like PSE, PlayStation and Sony Ericsson
- 3. • Vitality (Monthly Unique Visitors) H2FY12 H1FY12 • Engagement (Super Active UK/Ireland 9 9 Participants) Italy 4 5 Iberia 4 4 Super Users 7000 Benelux 3 4 6000 France 4 6 5000 4000 Germany 6 8 3000 Turkey 2 2 2000 Russia 2 3 1000 Switzerland 2 4 0 Oct Oct Feb Feb June June Aug Aug Aug Apr Apr Dec Dec Total 35 45
- 4. New KPI: Quality of Service
- 5. What do We offer • Monthly local trainings – And participation to local tradeshows, dealer events, etc… • Monthly On-Line catch up sessions with European Management • Bi-annual Super User Conference – Somewhere in European City for a week (2 day training, 1 day Marketing and Strategy, 1 day Fun) – All expenses paid • New products – On strategic product launches we supply Super Users with new product. Eg Sony Tablet
- 6. Challenges • East to West – Everybody is different – Lots of personalities – Can’t expect same commitment from all of them • How to quantify Value and Effort – Link into Super User behaviour report. – How do they act on other platforms (Facebook, twitter & other for a) • Build local relationship between forum Manager and SU vs European relationship – They think European relationship will get them more
- 7. Super User Conference – Copenhagen Beg/September 2012 Tuesday Wednesday Thursday Friday 7th Agenda 4th 5th 6th • 65 participants • Ranging from AM: Technical AM: Service AM: Fly-in training PISE and Support • Super Users Team Building • Marketing Europe PM: PM: PM: Forum Technical Technical & • IS Europe training training Community VAIO,Tablet, Walkman, MKTG • Forum Managers & Reader HV, TV, SEN update • Technical trainers • Sony Mobile Forum
- 9. 3 Tips to success 1. We are working with Humans 2. Explain clearly your goals to your Super Users 3. Put your Top management in front of them.
Hinweis der Redaktion
- Headline > Attempt to keep the title to ONE LINE ONLY – so creative titling may be requiredSlide Summary Statement > a soundbite that people could read an immediately understand what the slide is referring to, and what is expected of them as reviewers/audience – keep this to ONE LINE ONLYPrimary bullet > DO NOT allow this bullet to go beyond one line – creative abbreviating is required. Remember slides are an aid memoire for you as a presenter, and an attractive Segway into your discussion, not a document that needs to be read by the audience – hand outs can be prepared if takeaway data is necessary for the audience to understand more.Spaces between bullets > To space out the distance between primary bullets – add a carriage return AFTER a sub-bullet. Where no sub-bullet is required, a carriage return after the primary bullet will suffice.Picture > A nice to have as it breaks up the monotony of text only – it can be relevant, humorous or emotive.For any of the elements above – please feel free to ask me to help out (images and look/feel) Paul Tucker