Next Generation Customer Communities: From Support to sCRM & Advocacy
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Transcript of Next Generation Customer Communities: From Support to sCRM & Advocacy
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The Spotify Community
Rorey Jones, Global Community ManagerTwitter: @roreyjones
April 11, 2023
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2Section name
●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
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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
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Before the thread was replied to, it was quoted by the following sources….
What happens when you don’t engage?
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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
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Social Polls
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Beta testing groups
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What is the future like for us?
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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