Nico Henderijckx
Sony Europe Ltd
European CAV & VAIO Forum
» Provide a Self-Service area with Moderation and Escalation process taking the 1st level support workload away from Sony.
» Call avoidance for CIC » Allow End-Users to help End-Users » Provide Sony News and Technical/
Corporate announcements » Link to other Sister Company Forums like
PSE, PlayStation and Sony Ericsson
www.sony.xx/discussions
What do We offer
Monthly local trainings
• And participation to local tradeshows, dealer events, etc…
Monthly catch up sessions with European Management
• On line 2 hour meetings
Bi-annual Super User conference
• Somewhere in European City for a week
Test products
• When new product technologies are announced
Challenges
East to West
• Everybody is different
• Lots of personalities
• Can’t expect same commitment from all of them
How to quantify Value and Effort
• Link into Super User behaviour report.
• How do they act on other platforms (Facebook, twitter & other for a)
Build local relationship between forum Manager and SU vs European relationship
• They think European relationship will get them more
Next Super User Conference – London Mid/September 2013 Agenda
• 55 participants
Ranging from
• Super Users
• Marketing Europe
• IS Europe
• Forum Managers
• Technical trainers
• Sony Mobile & PlayStation
Tuesday 17th
AM: Fly-in
PM: Technical training
VAIO,Tablet, & Reader
Wednesday 18th
AM: Technical
training PISE
PM: Technical training
Walkman, HV, TV, SEN
Thursday 19th
Winter theme Team
Building
Friday 20th
AM: Service and Support
PM: Forum & Community
MKTG update
Saturday 21st
AM/PM: Fly-Out
3 Tips to success
1. We are working with Humans
2. Explain clearly your goals to your Super Users
3. Put your Top management in front of them.