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Forrester Groundswell Awards: Supporting

Autism Support Network


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Autism Support Network

By Olim, LLC
The mission of Autism Support Network is conveyed in our tagline: connect, guide and unite. Primary among our business thesis is that other customer-members can best provide support to each other as autism spectrum disorder is so broad in its possible manifestations. With incidence of autism at a staggering ratio 1 out of 150 individuals today, our goal is to facilitate and short-cut the uphill battle individuals and families undertake when faced with autism – whether that means the initial diagnosis, the day-to-day living and coping needed, relationship and therapeutic strategies and the latest information.

Autism Support Network integrates professional resources, research findings, multi-lingual resources wrapped around a highly robust peer-to-peer support network in which users create topical threads for support needs, blog and interact with one and other along with distributable applications for use within existing social network environments.


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Crucial.com: Enhancing the Customer Experience with Online Community


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Crucial.com: Enhancing the Customer Experience with Online Community

By Lexar Media
Crucial.com is an online destination of Lexar Media, a leading global provider of memory products for digital media. As the demand for better memory solutions has increased, so has Crucial.com’s customer base and the challenge of maintaining high levels of customer satisfaction. To meet that challenge, the company explored its options for scaling customer service to keep pace with the growing and evolving needs of its customers.

Crucial.com decided to implement social technology in the form of a customer community powered by Lithium Technologies. On the community, members and visitors share ideas, solutions, and best practices about Crucial memory products. In addition to answering one another’s questions, community members have also provided valuable feedback to the company.

In just two months, the Crucial.com customer network has had more than 1,000 users register to join the community, which is positively impacting customer satisfaction.

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IBM developerWorks


(6 votes)
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IBM developerWorks

By IBM
IBM developerWorks is the premier web-based resource and social network for millions of developers and IT professionals worldwide. Members of our community want to stay ahead of the latest trends in open standards, open source and IBM technical resources. Available at no charge, developerWorks maximizes user productivity through targeted technical resources, connects users with peers, and provides career-building recognition. Eight million developers in 195 countries use developerWorks, with language support in English, Chinese, Japanese, Russian, Korean, Vietnamese, Brazilian Portuguese, and Spanish.

Since 1999, developerWorks has been a top destination for IT professionals, providing the industry's most comprehensive source for technical content, trial code, and forums. In fact, many of our users come to the site every day. Earlier this year, developerWorks integrated social and professional networking capabilities into the site to create a community where developers from around the world can participate, share ideas, find experts, and collaborate.

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Marriott Rewards(R) Insiders


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Marriott Rewards(R) Insiders

By Marriott International
With the proliferation of web 2.0 the conversation about Marriott & travel was happening all around the internet, and we wanted to subtly move the conversation into a place where we could listen & learn. The purpose of Marriott Rewards Insiders online community is to invite and facilitate conversation between travelers who share a commonality � our frequent and well-traveled guests, of which there are over 30 million worldwide. We accommodate their desire for a digital lobby where they can share tips, anecdotes and ask questions of fellow road warriors (and their families!). While they could possibly get information from other sites, they can�t be sure of the authenticity or credibility of the information. Through a trusted Marriott community, however, they can share dependable, honest information from people who are just like them.

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Lenovo Community : Customer Collaboration


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Lenovo Community : Customer Collaboration

By Lenovo
The Lenovo customer community is a peer-to-peer support community in which Lenovo customers share expertise and experiences amongst members from around the globe. The community is organized along company product lines so that customers, regardless of geographic location, can quickly locate the discussions most relevant to them.
The community is managed by an all volunteer moderation team recruited from other prominent communities where Lenovo products are discussed. Several members of this team have over a decade of individual experience in communities, and as existing leaders were consulted in the development and launch of the Lenovo community.
While customer to customer support is the primary focus, Lenovo staff members and technology partners often participate as active members of the community, working collaboratively with customers to find solutions for topics of broader interest.

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Best Buy Community Engagements


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Best Buy Community Engagements

By Best Buy
Conversations are happening every moment on the internet about the Best Buy brand and the products we sell. About two years ago we decided to join the conversation and engage customers both on our own Community as well as the blogosphere. Best Buy provides a bilingual Community “Best Buy Unboxed” that integrates a forum, Twitter, blogs and videos to connect customers with other product users as well as our employees to create solutions together. Technology products continue to increase in complexity producing the epiphenomenon of techno-stress. At Best Buy we realize that we cannot provide all the answers; what can provide is a platform to aggregate information and facilitate connections. Whether it is customer to customer or customer to employee, we recognize that knowledge is often contained in pieces. By facilitating connections our customers are able to have both pre- and post-purchase support.

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FiLife: Using web and viral technology to create the most robust "community" finance website of its kind


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FiLife: Using web and viral technology to create the most robust "community" finance website of its kind

By FiLife
FiLife is where people go to get their personal finances in shape. FiLife’s how-to-guides, tools, network of experts and active community members can help you better understand your financial issues and empower you to take action. FiLife fosters and promotes the most robust personal finance community on the Web.

Through a unique Facebook integration, FiLife’s interactive “Stacker” polls allow users to compare and share information with friends and family. For example, almost 20% of respondents expect to push retirement off until they are in their mid-seventies or older.

The questions posed are as diverse as users’ interests:
• What is a fair price to pay a babysitter?
• When will the Dow Jones Industrial Average get back to 10,000?
• How much of your monthly income is going to pay off student loans?

The Stacker also fosters community engagement via commenting.


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Portland Twisitor Center


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Portland Twisitor Center

By GoSeeTell Network
If you travel you probably have been to a visitor center to get information on where to go, where to stay, where to eat or what to do. If you are on your way to or on the ground in Portland (Oregon) you no longer have to go to a physical location to get that kind of information. All you need is access to micro-blogging site Twitter.

In February 2009 Travel Portland opened the world’s first “Twisitor Center” – a resource to get travel advice and recommendations not only from staff but also from other travelers and locals. Just ask a travel related question on Twitter and add the hashmark “inpdx” to your tweet. Passionate locals as well as other travelers and Travel Portland staff will answer your questions in real time.

The Twisitor Center supports a core element of Travel Portland’s marketing strategy: offering visitors tools to share their unfiltered Portland experiences through stories, photos, reviews and recommendations. Visitors who use the Twisitor Center not only have a much better travel experience – they usually also go on to share their Portland experience with their followers through Twitter and thus become authentic ambassadors for the destination.


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Linksys by Cisco Community


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Linksys by Cisco Community

By Linksys by Cisco
Linksys by Cisco is a leading provider of home networking and networked entertainment products and services. Linksys by Cisco has long held a reputation for excellent technical support and has developed a number of innovative approaches - including use of social technologies - to contain support costs while still offering responsive service. One key initiative was the introduction of an online customer support community, powered by Lithium Technologies.

Linksys by Cisco encourages community use through a hands-on strategy. While it hopes that users themselves will answer many of the questions on the community (and they do), a dedicated staff monitors the community and ensures that most questions are answered within 24 hours. Interestingly, the group of moderators has not expanded since the birth of the community: while traffic has increased tremendously, the number of unanswered questions that need answers from moderators has not increased proportionally.


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myFICO: Online Customer Community Drives Accomplishment of Support, Marketing, and Sales Goals


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myFICO: Online Customer Community Drives Accomplishment of Support, Marketing, and Sales Goals

By FICO
myFICO is the consumer division of FICO, the organization that created the FICO credit score that lenders use. As a company operating within a heavily regulated industry, FICO is limited in the information it can provide to customers. While myFICO can tell consumers what their FICO credit scores are and the components that make up that score, it cannot directly give advice for how to improve those scores.

Education and support through personal credit-related situations are critical to a satisfying customer experience, but formerly were needs FICO could not address. Using social technologies, myFICO has brought its customer network together in an online community where consumers can share credit knowledge, experiences, and advice with each other (http://ficoforums.myfico.com/fico/ ). Registered users can post messages in the community, but anyone can view message threads and benefit from the multitude of online conversations on credit-related topics.

With close to 20,000 posts, 400,000 searches, and 10,000 new registrations every month, the Lithium-powered community is thriving and delivering benefits to both consumers and myFICO.


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The Atkin's Community


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The Atkin's Community

By Powered, Inc.
A focus on health, nutrition, and education are the cornerstones of the Atkins healthy lifestyle program – and the company has long understood the importance of a supportive community in helping people with their weight loss goals. Atkins wanted to do more to engage customers with the Atkins brand, as well as increase sales of its nutritional products, so they teamed with Powered, Inc. to launch a highly-interactive community for Atkins that would encourage more interaction between members, create an open dialogue with nutrition experts, and help consumers find the right nutrition products to help them meet their weight-loss needs.

Built on the Powered Social Marketing Platform, The Atkins Community uses a powerful combination of user-generated and professionally-produced content as a catalyst for community, to allow Atkins to meet measurable business goals. And the community also serves the wider goal of helping members get the most out of their Atkins experience to better reach their weight loss goals with three distinct components:

Ask&Answer: Pose questions to other members or to a licensed nutritionist to get answers about the Atkins healthy lifestyle program; share stories, insights and tips with community members in online forums; take interactive polls; browse user profiles in the member directory.

Rate & Review: Browse, rate and review dozens of Atkins nutritional products; learn more about products that can help you reach your weight loss goals.

Read & Learn: Sign up for a free online course to learn more about the Atkins Nutritional Approach; read science-based articles and research to find out more about healthy lifestyle choices; read and interact with the "Nutritionist Blog".






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Allrecipes.com - The World's Largest Online Community for Home Cooks


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Allrecipes.com - The World's Largest Online Community for Home Cooks

By Allrecipes.com
Sharing recipes is a tradition ingrained in American culture. Allrecipes has taken this love of sharing meal ideas online. For 13 years, the Seattle-based site has served as an indispensable resource for home cooks. As the world's #1 food site, Allrecipes is a global, food-based community where millions of passionate home cooks interact daily to search and share food ideas through recipes, reviews, blogs, and personal exchanges.

Recipes are contributed and reviewed by Allrecipes' members, which underscores the site's peer-to-peer interaction and trustworthiness.

The site's Recipe Exchange also allows cooks to post queries and receive helpful answers from peers. Each month more than 42,000 recipe requests and more than 2,500 questions are posted.

In January 2009, Allrecipes offered enhanced social media features, including blogs. In eight months since launch, more than 2,000 blog entries have been posted, receiving more than 15,000 comments.


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Sony - LittleBigWorkshop


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Sony - LittleBigWorkshop

By Organic, Inc.
Organic designed the official US game site for users of the critically acclaimed PlayStation 3 game, LittleBigPlanet. The website was designed with the mantra of PLAY, CREATE and SHARE -- enabling consumers to master the core functionality of the game, as well as extend the game experience beyond just game play for consumers.

By tapping into user insights, Organic designed a platform called LittleBigWorkshop that enables LittleBigPlanet users to develop their skills and create their own inspirations, objects and levels and share them with other users. Several tools, like the Blueprint Room, Inspiration Room and Workshop Room, are available for users to learn from each other, contribute ideas, and participate in becoming better players.

In addition, this entertainment site also serves as the central hub for US LittleBigPlanet users to remain engaged with the community and participate in all LittleBigPlanet communications.


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Nick Leung


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Nick Leung

By FeedbackJar
FeedbackJar is an online suggestion box for local merchants, where it allows customers and merchants to share feedback.

Here is how FeedbackJar works:
1. Search for local merchants.

2. Ask a Question, Share a Suggestion, Give Praise, Post a Discussion, or Resolve an Issue.

3. Get help from merchants and customers.

Important Note: All feedback posts are forwarded to merchants via direct mail post card if the merchants has not already claimed their business profile.

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Future Shop: Social Technologies Empower Customers to "Connect, Share, Learn"


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Future Shop: Social Technologies Empower Customers to "Connect, Share, Learn"

By Future Shop
Future Shop is Canada’s largest retailer and e-tailer of consumer electronics with over 141 stores, and is a division of Best Buy Canada Ltd. The company’s online channel, Futureshop.ca, strives to extend the company’s brand promise of trusted, personalized service with its mandate “to deliver an expert guided experience for customers that creates loyalty, trust, and customers for life.”

Social technologies have played a large role in helping Future Shop execute on its mandate. The company took an innovative approach to extending its brand promise by pairing a Lithium-powered customer community with a virtual product expert who serves as a user-friendly guide and gateway to the community for new users.

The Tech Blog has also been critical to providing customers with the latest news, reviews, how-to’s and commentary from Future Shop’s expert blog team. Updated daily, each article is fed to Twitter (@FS_Connect) where bloggers and their followers retweet the most interesting posts.

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Redfin Forums


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Redfin Forums

By Redfin
Redfin’s a customer-focused tech savvy real estate brokerage.

Redfin’s forums connect customers with each other so they can ask questions and get advice as they tackle one of the largest and most considered purchases of their lives.

There are other real estate message boards out there, but Redfin’s forums are the only broker-hosted message board. This means they draw a smart, data-driven, DIY crowd with fewer gawkers and more folks embroiled in deals who want to know what to offer or how to negotiate. They also bring much-needed transparency to an industry notorious for hoarding information from its customers. In keeping with Redfin’s no-pressure sales approach, they are ad-free and encourage free opinions and debate. People are free to criticize Redfin, its business and to propose other alternatives.

With over 51,000 posts the Lithium-powered forums are growing; visits have increased 417% year over year.

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