next generation customer communities: from support to scrm & advocacy
DESCRIPTION
How have communities evolved from simple peer-support forums to powerful hubs of social customer service, comprising monitoring, engagement, social CRM and advocacy management tools? Our expert speaker explains the dynamics behind some of the world's most successful communities.TRANSCRIPT
The Spotify Community
Rorey Jones, Global Community ManagerTwitter: @roreyjones
April 11, 2023
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●Music for computer, mobile, tablet and home entertainment systems●20 million songs●Over 6 million subscribers●Over 24 million active users●Available in 55 markets
Hello. Spotify here.
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●Nearly 300,000 members in the Spotify community●Top super user has posted over 35,000 times●Members have submitted over 5,000 ideas●Average of 2900 posts each week
Our community activity
2009: Started our first community2011: One super user and nearly no staff participation2012: Launched the new Spotify community 2013: Launched our ambassador programToday: Nearly 50 active super users
The community’s evolution
Before the thread was replied to, it was quoted by the following sources….
What happens when you don’t engage?
Users have the power to start, lead and influence discussions
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Super Users – They’re kind of a big deal
●Over 39,000 hours spent in the community
●Posted over 60,000 times●Authored over 5,000 solutions
Social Polls
Beta testing groups
What is the future like for us?
Community ideas measured by comments, votes and views
Source: Spotify Community Lithium Data
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Use community manager intuition
Tell the whole story
Provide Anecdotes
Meet your customers