1. giffgaff

2. Adultswim

3. MyFICO

4. Playstation EU

5. RIM/Blackberry

Top 10 CHI Scores

6.

7.

8.

9.

10.

BT

SecondLife

HP Consumer Support

Comcast Support

Starz

PR

EDIC

TIVE

DIA

GN

OSTIC

LivelinessLikelihood of active

participation for visitors

InteractionScope of engagement

for visitors

ResponsivenessQuality of engagement

for visitors

TrafficPassive engagement

MembersPassive to activeconversion rate

ContentActive participation

highest kudo density (top 3)

Groupe Casino

Omniture

AAA Mid-Atlantic

Kudo density = avg.# kudos/message.

What’s Gamification?Gamification is the introduction of gaming dynamics into community experiences. Things like the ability to give and get kudos and level up in rank motivate community members to do great things for each other—and the brand.

What’s Ideation?Ideation is leveraging social software to collect customer ideas for product improvements. Social customer ideation accelerates innovation and increases competitive advantage.

communities withsocial integrations

Community launches

0

120

100

80

60

40

20

20112010200920062005 2007 20082004

B2B B2C

communities byaudience type

65%

35%

50%

65%

TWITTER

FACEBOOK

60% of Lithium Communities use 5 or more social engagement apps

55% of Lithium Communities have mobile integrations

most active communities by region

Comcast SupportUnivisionPayPal

Playstation EuropeLanguages: Danish, Dutch, English, German, Italian, Norwegian, Portuguese, Russian, Spanish, Swedish, French

Telefonica O2 GermanyLanguages: English. German

Sony Playstation KillzoneLanguages: Danish, Dutch,English, German, Italian, Norwegian, Portuguese, Spanish, Swedish, French

MYOBVodaphoneHP China

ActiveCommunities

328

ActiveCommunityMembers

33.6million

ThreadsCreated

9.7million

MessagesCreated

91.6million

CommunityPage Views

23.2billion

# SuperfansIdentified

29,794

LiNC 2012

0

700

600

500

400

300

400300100 2000

Ave

rage

CH

I Sco

re fo

rJa

nuar

y 20

12 to

Mar

ch 2

012

64% 43,382Check out 15 full web pages of customer ideas that have beenimplemented. Way to drive innovation and competitiveadvantage, giffgaff!

communitieswith ideation

Total ideas submitted

Community with MostIdeas Generated

What’s a Superfan?Your Superfans are your smartest most committed community members who contribute the most content. They also own much of the responsibility for driving your community toward its business objectives.

Superfans create 24% of total Lithium Community Content

way to gamify it, guys!Retail, B2B, Insurance —gamification works across all types of communities.

US

EMEA

APAC

I

G

LITHIUM AT LARGE

What’s a CHI Score?The Lithium Community Health Index is a measure of community traffic, members, content, responsiveness, interaction and liveliness. Average CHI Score: 457

C

Lithium is the leading provider of social customer solutions that deliver real business results. The Lithium Social Customer Suite offers complete social monitoring, a comprehensive community platform, and actionable analytics across millions of blogs, forums, and social networking sites. Visit us at www.lithium.com

Average CHI Score by Industry

0

600

500

400

300

200

100

TELE

CO

MM

UN

ICAT

ION

S

ME

DIA

&E

NTE

RTA

INM

EN

T

CO

NS

UM

ER

PR

OD

UC

TS

HI-

TEC

HP

RO

DU

CTS

HI-

TEC

HS

OF

TWA

RE

RE

TAIL

TRA

VE

L &

HO

SP

ITA

LIT

Y

FIN

AN

CIA

LS

ER

VIC

ES

SE

RV

ICE

S

A1 TelekomAT&TBTGiffgaffKPNMovistarO2

OptusSkySkypeSwisscomTelefónicaTelstraVerizon

INDUSTRY THREADS

AVERAGE

MESSAGES

Telecommunications

Consumer Products

Hi-tech Products

Hi-Tech Software

Financial Services

Gaming

Media/Entertainment

Retail

Services

Travel & Hospitality

19,588 133,455

6,811 31,842

49,268 300,095

14,256 71,801

11,137 78,351

1,691 12,085

143,206 1,866,060

8,908 54,414

4,410 19,291

1,246 7,507

Copyright 2012Lithium Technologies, Incbased upon Lithium community data as of 4/15/12.

All that content translates to incredible savingsin call deflection and stellar ROI for industries that use community for Social Support.

• Autodesk saved $6.8 mm in support costs in 6 months.• Skype engages 3mm users per month and resolves 70% of cases in the first contact.• Using help forums through Facebook and Twitter, Sky customers report 90-100% satisfaction and resolution.

All that content means increased awareness and revenue when used for Social Marketing.

• HP Consumer Support Forums have drawn 500 mm pageviews.• TVG community members spend 36% more than average.• Sephora Superfans spend 10x more than average.

way to rock it, lithium telecomcommunities!

Lithium serves4 out of 5 of theworld’s largest

telecom companies

How Maturity Impacts CHI Score

08741 5 632

600

700

500

400

300

200

100

CH

I S

CO

RE

COMMUNITY AGE (YEARS)

Special thanks to Lithium Veterans:Univision – 8 years

Adultswim – 8 years

National Instruments – 8 years

AT&T – 7 years

Comcast – 6 years

Logitech – 6 years

Cisco – 6 years

HP – 6 years

industry round up

psst!The more levels to master, the better the CHI Score - pass it on!

go heroes The amazing GiffGaff!

CHI Score: 875With under 2 dozen employees,100% of customer service is handled by the community.