Nokia is a massive company, there's no disputing that fact, but the manufacturer has been able to engage with its community of consumers and developers successfully since joining Windows Phone (and prior to that too). Interacting with customers and the community in general, whether it be through social media or even hosting themed events, is an important task but Nokia is one of those companies which is easy to approach, no matter who you are.
A rather detailed interview with Carla Eid, Global Head of Social Engagement and Advocacy, over on Nokia Conversations reveals the "7 super rules of engagement" that the teams under Eid follow:
- We discover and get involved in relevant conversations.
- We reward people who create amazing things with their Nokias by showcasing and amplifying their content.
- We give people the opportunity to test out the latest Nokia products through device trials.
- We inspire our community to be creative with creative content and challenges on Instagram, Vine, Twitter, Facebook and Nokia Conversations.
- We take members of the community to key events around the world such as MWC, Nokia World, CES and Social Media Week.
- We build real relationships through years of community management on social media, telephone, email and most importantly, one-to-one!
- We provide our community with access to Nokia employees, from R&D to Product Managers to Marketing.
It's incredibly important Nokia takes the above approach when dealing with its community, simply because feedback (both good and negative) is invaluable when interacting with consumers, as opposed to simply releasing product announcements and leaving no room for anyone to have their say. Something that strikes us when attending events Nokia is present at is the enthusiasm employees have, as well as how approachable they are when dealing with consumers, the media (bloggers) or even developers.
It's the little things.
As well as publishing announcements and general communications between both the company and the community, numerous projects have launched over the years, enabling the community to get involved and win some awesome prizes. Nokia even allows you to test drive a Lumia Windows Phone, just in case you'd like to make your own mind up without focusing on reviews, advice and support from third parties. Then you have the array of photography contests running, helping consumers get the most out of their Windows Phone and its camera capabilities.
"We are more personal, more giving and understanding. We amplify and showcase the best of their efforts and encourage budding talent. Building a community takes time, and we have relationships that go back as far as eight years in the Nokia Connects community."
Looking to the future, Nokia Connects will aim to take full advantage of new channels and ways to interact with the community. With the purchase by Microsoft still in the air, we're certainly hoping this will be something which moves across with the hardware division, should the deal eventually be finalised.
We strongly urge you to read the interview in full over on Nokia conversations. Have you approached Nokia in any way? If so, how was your experience?
Source: Nokia Conversations