Customer Experience Bali Natural Beauty Care Through Social Media

2019 ◽  
Author(s):  
Lidya Wati Evelina ◽  
Yulianne Safitri
Keyword(s):  
Social Media ◽  
Customer Experience ◽  
Natural Beauty ◽  
Beauty Care

A managerial perspective on omnichannel e-customer

2020 ◽  
pp. 5-17
Author(s):  
Maria Teresa Cuomo ◽  
Francesca Ceruti ◽  
Alice Mazzucchelli ◽  
Alex Giordano ◽  
Debora Tortora
Keyword(s):  
Social Networks ◽  
Social Media ◽  
Empirical Analysis ◽  
Customer Experience ◽  
Tourism Industry ◽  
Point Of View ◽  
Social Commerce ◽  
Social Dimensions ◽  
Offline Channels ◽  
Managerial Perspective

The actual omnichannel customer uses indifferently both online and offline channels to express himself through consumption, which increasingly blends personal, cultural and social dimensions. In this perspective social media and social networks are able to assist e-retailers in their effort of creating a total e-customer experience, especially in the tourism industry, trying to satisfy their clients from the relational and commercial point of view. By means of an empirical analysis where managers were interviewed on the topic and its degree of application in the firms, the paper underlines how from the managerial point of view, that represents a new prospect on the topic, the expected shift from e-commerce to social commerce paradigm, facilitating the selling and buying of products and services by using various internet features, is nowadays not completely understood and realized.

Social Listening to Create Bespoke Customer Experiences: Best Practices for Hospitality Operators

2021 ◽  
pp. 193896552199308
Author(s):  
Kathryn A. LaTour ◽  
Ana Brant
Keyword(s):  
Social Media ◽  
Best Practices ◽  
Real Time ◽  
Brand Image ◽  
Customer Experience ◽  
Current Experience ◽  
Social Listening

Most hospitality operators use social media in their communications as a means to communicate brand image and provide information to customers. Our focus is on a two-way exchange whereby a customer’s social posting is reacted to in real-time by the provider to enhance the customer’s current experience. Using social media in this way is new, and the provider needs to carefully balance privacy and personalization. We describe the process by which the Dorchester Collection Customer Experience (CX) Team approached its social listening program and share lessons to identify best practices for hospitality operators wanting to delight their customers through insights gained from social listening.

Customer Experience: Extracting Topics From Tweets

2021 ◽  
pp. 147078532110475
Author(s):  
Manit Mishra
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Latent Dirichlet Allocation ◽  
Online Shopping ◽  
Customer Experience ◽  
Process Failure ◽  
Shopping Experience ◽  
Social Media Platforms ◽  
Media Platform ◽  
Moments Of Truth

The ubiquity of social media platforms facilitates free flow of online chatter related to customer experience. Twitter is a prominent social media platform for sharing experiences, and e-retail firms are rapidly emerging as the preferred shopping destination. This study explores customers’ online shopping experience tweets. Customers tweet about their online shopping experience based on moments of truth shaped by encounters across different touchpoints. We aggregate 25,173 such tweets related to six e-retailers tweeted over a 5-year period. Grounded on agency theory, we extract the topics underlying these customer experience tweets using unsupervised latent Dirichlet allocation. The output reveals five topics which manifest into customer experience tweets related to online shopping—ordering, customer service interaction, entertainment, service outcome failure, and service process failure. Topics extracted are validated through inter-rater agreement with human experts. The study, thus, derives topics from tweets about e-retail customer experience and thereby facilitates prioritization of decision-making pertaining to critical service encounter touchpoints.

scholarly journals Factors of communication mix on social media and their role in forming customer experience and brand image

2018 ◽  
Vol 13 (3) ◽  
pp. 1108-1118 ◽  
Author(s):  
Radovan Bacik ◽  
Richard Fedorko ◽  
Ludovit Nastisin ◽  
Beata Gavurova
Keyword(s):  
Social Media ◽  
Brand Image ◽  
Customer Experience ◽  
Media Environment ◽  
Building Relationships ◽  
Brand Building ◽  
Brand Reputation ◽  
Marketing Activities ◽  
New Perspective ◽  
Media Experience

Abstract Building a brand is a long-term process and it also applies to the world of social media. It is said that building a good brand reputation takes years, but it can be ruin in a moment. Therefore, it is important to look responsibly at all the aspects that have a role in building a brand on social media. The actual experience with the brand on social media is able to significantly affect brand building. The study focuses on exploring brand-building relationships in the social media environment. We selected a set of factors to predict customer experience with the brand in a social media environment and then we examined the relationship between this customer experience and the perceived brand image. 476 respondents filled out the electronic questionnaire. The study puts the greatest emphasis on respondents aged 20 to 35 years. We used correlation analysis to investigate the relationships in this issue. Out of the seven investigated relationships, up to two cases with medium dependence were confirmed by the strong relevance of relationships. The results support the importance of using social media tools for branding purposes, because these tools are the ones with the greatest ability to influence the people’s perception and attitude. It is also the fastest and one of the most personal ways to communicate with the customer. It happens in real time and it can convey the real emotion if performed right which all together help to trigger the user action. The findings of this study can guide marketing activities for companies to make the return on investment in social media as high as possible. The research offers a new perspective on selected factors and their role in creating social media experience and subsequently a brand image.

scholarly journals HOTEL RESORT DANAU LAIT

2021 ◽  
Vol 9 (2) ◽  
pp. 426
Author(s):  
Arif Affandi ◽  
Jawas Dwijo Putro ◽  
Emilya Kalsum
Keyword(s):  
Social Media ◽  
West Kalimantan ◽  
Existing Problems ◽  
Natural Beauty ◽  
Resort Hotel

Danau Lait became famous after going viral on social media because of its natural beauty and uniqueness. Located in Subah Village, Sanggau Regency in West Kalimantan Province. Currently, Danau Lait is starting to be visited by many people. Based on references to the number of visitors to Lake Lait in recent months, it has reached more than 8000 visitors. The surge in visitors to Lake Lait is not matched by the accommodation that accommodates the needs of visitors. Therefore, we need a place or place for refreshing and comfortable rest for visitors, namely in the form of a Resort hotel. The function of a Resort hotel is not only to stay but also to enjoy the natural attractions of Danau Lait. The design of this Resort hotel uses the concept of a Neo-vernacular approach, which is a combination of the concept of traditional buildings and modern buildings which are emphasized on the building's facade. The use of this concept also aims to give an identity to the Hotel Resort Danau Lait building. Based on the existing problems, it is possible to create a Resort hotel with a Neo-vernacular approach that can accommodate the needs of tourists visiting Danau Lait.

A typology of customer experience with social media branded content: a netnographic study

2020 ◽  
Vol 14 (2) ◽  
pp. 184 ◽  
Author(s):  
Muhammad Waqas ◽  
Zalfa Laili Hamzah ◽  
Noor Akma Mohd Salleh
Keyword(s):  
Social Media ◽  
Customer Experience

Customer experience with the branded content: a social media perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammad Waqas ◽  
Zalfa Laili Hamzah ◽  
Noor Akma Mohd Salleh
Keyword(s):  
Social Media ◽  
Peer Review ◽  
Virtual Community ◽  
Customer Experience ◽  
Customer Engagement ◽  
Structured Interviews ◽  
Content Type ◽  
Product Categories ◽  
The Social ◽  
Social Media Platforms

PurposeSocial media platforms are important channels to create a favourable customer experience. The purpose of this paper is to investigate the types of experiences customers can have with the branded content on social media.Design/methodology/approachData were collected from 20 participants using semi-structured interviews. Thematic analysis was used to analyse the qualitative data.FindingsThe results identify seven types of branded content experience which are evoked when customers interact with branded content on social media. The results also suggest that branded content experience acts as a driver of consumer engagement with branded content which eventually leads to customers' sense of virtual community.Research limitations/implicationsThe findings provide theoretical implications for content creators. Further research should aim at comparing the branded content experience on different social media platforms and across different product categories.Originality/valueThis study contributes to customer engagement and experience literature in social media content by enhancing the understanding of branded content experience concept and its conceptual relationship with customer engagement in the social media context.Peer reviewThe peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-10-2019-0333

Brand Identity Nagari Pariangan, Desa Terindah di Dunia Kabupaten Tanah Datar, Sumatera Barat

2021 ◽  
Vol 4 (1) ◽  
Author(s):  
Muhammad Syukri Erwin ◽  
Zainal Warhat ◽  
Syafwandi Syafwandi
Keyword(s):  
Social Media ◽  
Image Formation ◽  
Visual Design ◽  
Brand Identity ◽  
Economic Sector ◽  
Natural Beauty ◽  
The Media ◽  
Ancient Manuscript ◽  
The City ◽  
Natural Cycles

A city of Pariangan is an old city in Minangkabau. A city called as the area of origin of the ancestors of the Minangkabau people that have a lot of potential both natural beauty and culture that is still exist and protected. Through the design of brand identity, the various potentials in the city of Pariangan is such a beautiful way that the creation of an effective promotional activities. So it can increase the number of tourists visiting both local and foreign. This will affect the economic sector of the community, either directly or indirectly. In the application of the concept that is inspired from the unique visual design of Pariangan city. Like the illumination motif of the ancient manuscript of Pariangan such as "Kambang Reno", a pointed roof typically of Minangkabau, roof terraced from the old mosque that became the pride of society and the typical stairs of Pariangan city. The color choice of yellow, brown and green to symbolize the natural cycles are some process of planting to harvest the rice. A brand identity of Pariangan city are designed into logos and supporting media such as stationaries, sovenir and social media that synergize together into a visual unity. The Synergy between the media will affect the image formation of the Pariangan city itself to be easier to remember and recognizeable by tourists. The successfulness of this brand identity affects the cooperation of various parties to always be consistent to apply and use this brand.

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