FAIRFIELD, IA — November 19, 2012 – Human Factors International (HFI) is pleased to announce that their non-profit Institute of Customer Experience (ICE) has received the prestigious Social Media Leadership Award 2012 for best practices in the Customer Services category.

The inaugural Social Media Leadership Awards organized by Knowledge@Wharton and SocialStrategy1, is a global competition that recognizes best practices in social media. Entries were evaluated by a panel comprised of global business and social media and academic leaders. Champions were chosen based on innovation and success in the use of social media to solve organizational challenges.

“We’re excited for ICE to receive this recognition for our social media strategy,” said Apala Lahiri Chavan, CEO of the Institute of Customer Experience. “It was an honor to be included among industry leaders like Vanguard, Adobe, and Girl Scouts of America and we hope to be back with more next year!”

The ICE initiative was formed to create an inclusive and community oriented/crowd-sourced platform where the focus would be research around the ‘Future of User Experience.’ The challenge was to reach out to its constituent audience, differentiate itself sufficiently from the very high-confidentiality oriented consulting parent organization (HFI), and build its own core team who were spread out across diverse locations. 

“With budgetary constraints,” explains Ms. Lahiri Chavan, “the strategy was to showcase ICE not primarily through the website, but through a Facebook page called UXTrendspotting. Creating a platform using Facebook allows us to reach a large audience without major marketing spend AND the medium would also be the message—of inclusion/community/crowd sourcing.

Institute of Customer Service website

UX Trendspotting Facebook page

For a full list of Social Media Leadership Award 2012 finalists and winners, visit http://www.smlawards.com .

About Human Factors International

Human Factors International (HFI) is the global leader in user-centered design. Uniquely focused on helping clients develop mature and effective practices in user-centered design, HFI provides a complete and seamless suite of advisory, consulting, project completion,  training, certification, methods, standards, and tools to help clients institutionalize user (customer) centricity.

HFI design projects ensure an unbroken golden chain, from executive intent, through user experience strategy and innovation, to structural and detailed design. HFI goes beyond usability, applying persuasive engineering methods to influence customers to use digital channels, engage, and convert.

HFI corporate headquarters are located in Fairfield, Iowa, with regional offices throughout the United States, Europe, Africa, and Asia. Visit www.humanfactors.com.

Published on: 9:00PM on 19th November 2012