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.