Scott Lum

Building customer communities through Social Media and Content Marketing. Photographer, Dad.

[Scott Lum @ScottLum]

My prediction - #ContentMarketing will be the foundation for #B2B Customer Experience https://t.co/ZuZXDBpv0N #cx

[Scott Lum @ScottLum]

@CraigTapscott @PokerDay52 @XsavageX @davejorgensenh1 @Nanutza1 @DiDollaSign @RecPoker @PocketQueensPkr @RecPokerJim Out hunting moose or whatever they do up north

[Scott Lum @ScottLum]

Nevada elections are so screwed. I tried to vote early but was refused because I wasn’t a resident for 30-days. Been to 3 precincts and the main NV Elections Department over the past 3 hours. I keep getting sent back and forth. They’re not letting me vote

[Scott Lum @ScottLum]

Automation which causes friction - McDonalds has been adding kiosks to replace the cashiers. Not only does it take longer to find and order what I want, but the employees no longer pay attention to the customers and smile. They're just processing orders. #CustomerExperience #cx

[Scott Lum @ScottLum]

Made the cash of the PokerStars Manila Megastack Mini Main. Came in 27 of 309 with 39 getting paid.

[Scott Lum @ScottLum]

@RecPokerJim @jeffplatt So cool to get such a prominent shout out to the community! Although, the interview ended quite abruptly once he mentioned one name in particular. 🫣

[Scott Lum @ScottLum]

@johnpboyle Carrier of the ball carrier

[Scott Lum @ScottLum]

Make sure you're doing the fundamentals right, first. Before you try implementing the big flashy feature in the community, make sure you're doing the most important things very well. via Rebecca Houghton #CMXsummit

[Scott Lum @ScottLum]

Community members have different needs based on what they want to get from it. Posters to a support community want to get in, ask a question to get a problem solved and get out. Many are not coming in to build a relationship. via Rebecca Houghton #CMXsummit

[Scott Lum @ScottLum]

I used to manage a couple of social channels for Microsoft. When consumers had support questions, I would head to the Microsoft Support Community which had the answers to more than 90% of my questions. The community was very valuable in answering the biggest issues. #CMXsummit

[Scott Lum @ScottLum]

Great model for showing the value Community brings to the organization - Land/Support/Expand/Retain. Show the metrics which community has on business impact. via @brianoblinger #CMXsummit

[Scott Lum @ScottLum]

We need to change the conversation of Community as a cost center to one that delivers value to the organization. It makes the resources discussions more strategic. via @brianoblinger #CMXsummit

[Scott Lum @ScottLum]

Vanity metrics may be helpful to measure the health of your community but when you engage with the rest of your organization, you need to talk about the kinds of metrics and business impact that they care about. via @brianoblinger #CMXsummit

[Scott Lum @ScottLum]

The Community industry is constantly changing and not as well developed as other parts of the org. Having a mentor can be a big help as you develop your community strategy and evangelize it within your organization. via @shawnamjames #CMXsummit

[Scott Lum @ScottLum]

@moniquevberg Yes, each of the groups has a community owner who builds the strategy for that group and answers to the team leadership. The community managers are connected together by the Community Program Office who provides the overall community strategy for the company.

[Scott Lum @ScottLum]

Many orgs are challenged to find the proper home for Community - Marketing/Support/CS/Engineering. By creating a decentralized Community model, Community is integrated throughout the entire organization and managed strategically through one office. Rachel Hartley #CMXsummit

[Scott Lum @ScottLum]

Getting organizational buy-in for Community takes both a bottom-up and top-down approach. It requires both grass roots excitement and engagement along with leadership commitment. via Rachel Hartley #CMXsummit

[Scott Lum @ScottLum]

Importance of developing a Community Playbook to help communicate the vision up to the execs and throughout the entire organization. via Rachel Hartley #CMXsummit

[Scott Lum @ScottLum]

Decentralized community approach - Having community owners within each organization group and tied together through the Community Program Office. via Rachel Hartley #CMXsummit

[Scott Lum @ScottLum]

We don't have anywhere near the quality or quantity of the data we need. Many of our attempts to collect and present the data are currently failing us. via @richmillington #CMXsummit

[Scott Lum @ScottLum]

Niche is the new normal. People want to get with other people like themselves. Don't just create a generic community but look at the micro-groups which focus on your community members' interests. via @LauraNestler #CMXsummit