How have communities evolved from simple peer-support forums to powerful hubs of social customer service, comprising monitoring, engagement, social CRM and advocacy management tools? Our expert speaker explains the dynamics behind some of the world's most successful communities.

1. The Spotify Community
Rorey Jones, Global Community Manager
Twitter: @roreyjones
May 14, 2014

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Section 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

4. 2009: Started our first community
2011: One super user and nearly no staff participation
2012: Launched the new Spotify community
2013: Launched our ambassador program
Today: Nearly 50 active super users
The community’s evolution

5. Before the thread was replied to, it was quoted by the following sources….
What happens when you
don’t engage?

6. 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

9. Social Polls

10. Beta testing groups

11. What is the future like for us?

12. Community ideas measured by comments, votes and
views
Source: Spotify Community Lithium Data

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Section name

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Use community manager
intuition
Tell the
whole story
Provide
Anecdote
s
Meet your
customers