The 2012 ‘Love Your Customers’ Awards

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After last month’s Community Manager Appreciation Day party
and the
release of our insights survey
, we decided to take keep the
celebration going – and just in time for Valentine’s Day (and
Social Media Week)! Presenting:


The Love Your Customers awards celebrate daring feats of
customer empowerment
and support, the awards recognize
companies and individuals for ongoing excellence in social
, marketing and general community

We combed through our 64,000 communities, seeking out the
most shining examples of caring community managers and delighted
The following companies made the final cut:

Beyonce dances Single LadiesThe Put a Ring on It Award: StumbleUpon

an award that ought to put you in the Valentine’s Day spirit! We
all love our customers, but StumbleUpon loves them so much, they
helped one user orchestrate an elaborate marriage proposal to his
girlfriend – both are huge StumbleUpon fans and often
“stumble” together. He contacted the company, and asked
them to rig his girlfriend’s account so that it would recommend
his proposal site at an exact time. Luckily, StumbleUpon said
“Yes!”… and so did his girlfriend! Check out the
StumbleUpon community
also use our Facebook app
) or read
more about the marriage proposal on Mashable.

MuppetsThe “It
Takes a Village” Award: Pampers

PampersThe moms in
Pampers’ community display an honesty, candor and personal voice
that show they consider it a “safe space” for discussion.
Pampers’ community managers are moms going through the same
rites of passage as parents in the community. Whether it’s
helping babies sleep through the night or answering those
all-important potty-training questions, new and expectant parents can
find the help and support they need. Check out the Pampers community on
Get Satisfaction
(they also use our Get
Satisfaction for Facebook app

Flying birdsThe Lead by
Example Award: Carmex – Paul Woelbing, President of Carma Labs

When Carma Labs was founded by Alfred Woelbing in the 1930s, he
knew the importance of good customer service. For years, Alfred made a
point of answering each one of his customer’s letters by hand.
Seventy-five years later, his grandson and current President Paul
Woelbing carries on the small business tradition by responding to
every customer as well – inside Carmex’s Get Satisfaction
community. See
Paul’s ‘love letters’ to his customers in the Carmex

Gumball machineThe
Instant Gratification Award: IZEA

IZEAIZEA connects
social media publishers with advertisers, allowing them to monetize
their social sharing activities. IZEA’s Get Satisfaction
community is home to more than 11,000 publishers who use the service.
When they need a quick resolution, IZEA publishers head straight to
Get Satisfaction, where a 4 year-old, indexed knowledge base lets them
find the answer to virtually any question, extremely quickly, all on
their own. Go to the IZEA
community and see how they provide instant support to their

Bill and TedThe
Flippin’ Awesome Mobile Support Award: Flipboard

users are mobile: they “flip” using iPhones and iPads. All
too often, in-app support is limited to an e-mail contact form, or a
link that plops users into a web browser. Flipboard knew it needed to
come up with a way to integrate support into the in-app browsing
experience. The result is direct access to all their user guides, a
bustling community, and finally, a last resort contact form. Combined,
this adds up to quick resolution time, and more time spent inside the
app! Go to the
Flipboard community and see how they rock mobile support
Facebook, too

Richard SimmonsThe
Richard Simmons Award for Unwavering Motivational Support and
Cheerleading Excellence: MapMyFitness

MapMyFitnessMapMyFitness customers are passionate about improving their health
and getting into shape, but even the most dedicated need an extra push
now and then. MapMyFitness’ support team knows that every
customer interaction is a chance to inspire one of their customers to
take an extra step or ride an extra mile. That’s why they go the
extra mile, too, answering every question, no matter how detailed or
specific to one customer’s needs. Check out the
MapMyFitness community.


FanThe Uber Fan Award
for Best Customer Champions Ever-Ever: OMGPOP

OMGPOPQ: How do you
manage a 25,000 member community and still make sure all questions are
answered and voices heard?

A: By cultivating customer champions! OMGPOP has a great group of
vocal brand ambassadors who are passionate about the gaming platform.
Customer Champions help newbies and other users with problems and
questions, just like OMGPOP employees. They must be onto something:
since launching a customer community, the OMGPOP team has seen an 80%
decrease in daily support requests! Check out the OMGPOP
(they also use the Get
Satisfaction for Facebook app

Pepe Le PewThe
International Language of Love Award: Yola

YolaYola helps
businesses around the globe build professional web sites in any
language. It’s only natural, then, that Yola’s customers
often need support in their native tongues. The Yola team knew that
using automated translation wouldn’t produce the same tone and
level of engagement as having a live company representative manage the
conversation. Instead, Yola invested in 6 different communities in
French, Spanish, Dutch, Portuguese, Italian and English; each is
managed by a fluent speaker, taking into account local customs,
colloquials and cultural sensitivity. That’s going the extra
mile in our book. Yola, je t’aime! See the Yola communities in
action in English (on Facebook
, French,
Spanish, Dutch, Portuguese
and Italian.

Ringmaster of the Year Award: Mozilla Messaging, Roland Tanglao and
TeamMozilla Messaging

Roland Tanglao is no ordinary community lead: in addition to taming
a community of 133,000 customers with grace, he’s passionate
about helping other community managers succeed, so you’ll often
find him whipping them into shape and offering advice in Get
Satisfaction’s own support community. You might also notice some
fancy circus tricks about: that’s because Roland uses the Get
Satisfaction API to build his own custom features based on the
Thunderbird team’s needs. And, since we all know you can’t
stand between a man and his e-mail, Roland is always there ready to
help. Talk about multitasking! Check out the
Mozilla Messaging community.
and be sure to follow Roland on Facebook, Twitter and Google+.

Tom Cruise in Mission ImpossibleThe Grace Under Fire Award: AMC Theatres

AMCMost brands
aren’t prepared to respond in the event of a social media
crisis. When the moment strikes, being slow to respond to an online
situation can mean the difference between controlled chaos and utter
pandemonium. That’s why AMC Theatres’ social media team is

In one instance, a ticket price increase sent customers online to
complain in droves — social media manager Ryan Noonan immediately
leapt into action and created a home base for the conversation to
contain (and soothe) the backlash. He directed anyone looking for
information to AMC’s Get Satisfaction community, where he posted
the company’s official statement, and continued to respond to
individuals in the thread. As more people joined the conversation, AMC
made sure every one had a chance to feel heard.

As a result, the company was able to turn negative sentiment around
— and while ticket prices didn’t change, dozens of customers in
the thread helped spread AMC’s response via blogs and social
channels, allowing AMC to reach customers well beyond the community
“walls.”” Go to the AMC

HandsThe All Hands
Award for Employee Engagement: Box

BoxBox has something for everyone, from personal cloud storage for your
music collection to full-scale enterprise solutions. They also have
someone for everyone: more than 100 Box employees are active in their
customer community, lending expertise from across the company,
empowering any employee to be a spokesperson. It’s clear the
team at Box plays by the first rule of social business: that people
want to connect with other people, not businesses. Go to the Box

Mum at a floristThe
Mum’s The Word Award: Kiddicare

KiddicareMoms — or
mums, as the UK-based Kiddicare refers to its customers — are busy and
they need to squeeze their shopping into any available bit of time
they can find. Kiddicare’s mobile site enabled them to do just
that – fit their purchases in first thing in the morning, at the
playground, on their commute home, or any time that suited their
schedule. To get it just right, Kiddicare, the UK’s largest
online retailer of baby gear, used their Get Satisfaction community to
ask mums what they wanted out of a mobile site and the on-the-go
shopping experience. Today, 11% of their daily site traffic comes from
mobile devices — that’s a lot of mums and dads on the go!
That’s not all: Kiddicare reports that they’ve been able
to cut inbound support requests via email down by 30%, and
simultaneously raised First Call Resolution from 60% to a whopping
98%! See the
Kiddicare community in action....

And finally, without further ado, the one for all the marbles:

Mint.comThe Lifetime
Achievement Award for Exceptional Customer Support: Intuit’s

MintWhen you’re dealing with sensitive financial information,
it’s crucial that your customers know you can be trusted. embraced the trust-building power of community early on, and
continues to reinforce trust by resolving problems quickly and
genuinely engaging with customers, going so far as implementing
multiple product changes based on their feedback. We’re not the
only ones who’ve taken notice: last year,
received a Groundswell Award from Forrester
for their social
support initiatives! Go
check out the community...

Congratulations to all the winners! Go tell them how much you love
them; it’s Valentine’s Day!

Ready to love your customers and increasw social engagement? Start your free trial of Get
Satisfaction today.

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Jenn Lin, Alum

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  • loving customers and loving chocolate on this fine St. Valentine's Day.

Posted 5 years ago

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Jessie Young

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These are so awesome! Congrats to all of the winners.

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