scholarly journals Strategi Komunikasi Interaktif Ciewie Batik

2018 ◽  
Vol 7 (1) ◽  
pp. 108-120
Author(s):  
Marsudi Marsudi
Keyword(s):  
Social Media ◽  
Qualitative Methods ◽  
Customer Service ◽  
International Markets ◽  
Communication Strategy ◽  
Interactive Communication ◽  
Customer Complaints ◽  
Positive Image ◽  
Android Applications ◽  
Descriptive Qualitative

To improve a company's positive image and reputation, Ciewie Batik attempts to develop interactive communication to consumers, both online and offline. This study discusses the strategies and forms of interactive communication that Ciewie Batik uses to run its business in an effort to penetrate domestic, national, and international markets. Using descriptive qualitative methods, this study has found that in order to maximize customer service and promotion, and in an effort to foster value from innovation, Ciewie Batik's interactive communication strategy is to integrate social media and Android applications and actively recruit web-resellers. For example by intensifying customer complaints and inquiries in an express manner. Additionally, by cons–tantly updating Ciewie Batik's website, increasing Facebook Fanpage, and actively recruiting web-reseller.

Racial Bias in Customer Service: Evidence from Twitter

2021 ◽  
Author(s):  
Priyanga Gunarathne ◽  
Huaxia Rui ◽  
Abraham Seidmann
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Large Scale ◽  
Racial Bias ◽  
Digital Platforms ◽  
Quantitative Evidence ◽  
Customer Complaints ◽  
To Receive ◽  
A Company ◽  
Profile Pictures

Detecting and reporting systemic racial bias is an essential step toward the eradication of racial discrimination in our society. Doing so not only requires society members to voice and share their anecdotal experiences, but also relies on researchers to document systematic statistical evidence of racial bias. This paper documents the first large-scale evidence of business-to-customer racial bias on digital platforms on which the perpetrators are individual employees who act on behalf of a company and the victims are customers. This is in contrast to existing studies of racial bias on digital platforms that focus on peer-to-peer marketplaces in which both the perpetrators and the victims are individuals acting independently and on their own behalf. By analyzing more than 57,000 social media customer complaints to U.S. airlines and leveraging a variety of analytics techniques, including text mining and facial recognition, we present quantitative evidence that African American customers are less likely to receive a response when they complain than otherwise similar White customers. Furthermore, our deep learning–based falsification test shows that the bias is absent without the race-revealing visual cue. This study offers a practical yet powerful recommendation for companies: conceal all customer profile pictures from their employees while delivering social media customer service.

scholarly journals Personal Branding Influencer di Media Sosial TikTok

Koneksi ◽  
2021 ◽  
Vol 5 (1) ◽  
pp. 76
Author(s):  
Yemikaori Yumna Ulya Ishihara ◽  
Roswita Oktavianti
Keyword(s):  
Social Media ◽  
Communication Strategy ◽  
Positive Perception ◽  
The Public ◽  
Personal Branding ◽  
And Performance ◽  
Descriptive Qualitative

Personal branding is widely used as a communication strategy to instill a positive perception of a person to the public. Personal branding is also done directly and indirectly through social media. An influencer needs to have a strong personal branding to differentiate him from other influencers. One of the Tik Tok influencers is Dhea Dillah with the Tik Tok account @dillaprb. This study aims to determine how Dhea Dillah's personal branding is on Tik Tok social media. The method used is descriptive qualitative with 11 indicators of personal branding criteria according to Rampersad, namely authenticity, integrity, consistency, specialization, authority, diversity, relevance, visibility, persistence, kindness, and performance. This research shows that influencers have characters that are in line with their personal ambitions, namely creating Tik Tok content to inform their followers. Next, influencers are also consistent with a focus on one area, experience, and professionalism towards clients, including making self-improvement if they receive criticism or evaluation.Personal branding banyak dilakukan sebagai salah satu strategi komunikasi untuk menanamkan persepsi positif seseorang kepada publik. Personal branding juga dilakukan secara langsung dan tidak langsung melalui media sosial. Seorang influencer perlu memiliki personal branding yang kuat untuk membedakannya dengan influencer lain. Salah satu influencer Tik Tok yaitu Dhea Dillah dengan akun Tik Tok @dillaprb. Penelitian in bertujuan untuk mengetahui bagaimana personal branding yang dilakukan Dhea Dillah dalam media sosial Tik Tok. Metode yang digunakan yaitu deskriptif kualitatif dengan indikator 11 kriteria personal branding menurut Rampersad yaitu keontentikan, integritas, konsisten, spesialisasi, wibawa, keberbedaan, relevan, visibilitas, kegigihan, kebaikan, dan kinerja. Penelitian ini menunjukkan bahwa influencer memiliki karakter yang sesuai dengan ambisi pribadi yaitu membuat konten Tik Tok untuk memberi informasi kepada pengikutnya. Berikutnya, influencer juga konsisten dengan fokus pada satu bidang, berpengalaman, dan profesional terhadap klien termasuk membuat perbaikan diri jika mendapat kritik atau evaluasi.

scholarly journals Promotional Messages on Social Media Marketing for Natural Seeds Jewelry

2020 ◽  
Vol 36 (1) ◽  
pp. 230-239
Author(s):  
Santi Susanti ◽  
Sukaesih Sukaesih ◽  
Iwan Koswara
Keyword(s):  
Social Media ◽  
Data Analysis ◽  
Literature Review ◽  
Qualitative Methods ◽  
Social Media Marketing ◽  
Interactive Method ◽  
Promotional Messages ◽  
Descriptive Qualitative

This study aims to examine the promotional messages in social media marketing for natural Seeds jewelry. This research uses descriptive qualitative methods and data is collected through interviews, observation, documents, and literature review. The object of this study is Bumi Putih Spiritual Jewelry, a brand of handmade jewelry products from natural seeds created by Anthony Imanuel Alexander Sutrisno. Data analysis in this research uses Miles and Huberman’s interactive method. The results show that Bumi Putih uses Instagram, Facebook and Twitter integrated for marketing the natural seeds jewelry. Promotional messages conveyed on the three platforms of social media are a combination of verbal and nonverbal messages in the form of text and symbols to influence the audiences’ cognitive, affective, and conative. By using social media, Bumi Putih not only marketing the products but also persuade netizens to respect nature and maintain its sustainability to create a harmonious relationship between human and the environment

scholarly journals EFEKTIVITAS MEDIA TIKTOK DAN INFLUENCERMENDONGKRAK PENJUALAN LIPPIE SERUM RAECCADIPANDEMI COVID19

2021 ◽  
Vol 4 (1) ◽  
pp. 345-353
Author(s):  
Afriza Indah Fitri ◽  
◽  
Selvi Ainul Inayah Dwiyanti ◽  
Keyword(s):  
Social Media ◽  
Qualitative Methods ◽  
Sales Volume ◽  
Business People ◽  
The Social ◽  
Descriptive Qualitative

This research entitled The Effectiveness of the Social Media of the Tok Team and the Influencer in Boosting Sales Volume Amid the Covid Pandemic19. This research is motivated by the Covid19 pandemic which is a threat to business people in marketing their products. The purpose of this study was to determine the effectiveness level of Tik Tok social media as a place to increase the number of sales during the Covid19 pandemic. This research uses descriptive qualitative methods using literature and interviews with sources to strengthen the results of the research. The result of the research is that Tik Tok social media and Influencers have a role in increasing sales of Lippie Serum products.

scholarly journals The role of ‘Abang-None’ Jakarta as brand ambassador in enhancing positive image of thousand islands

2020 ◽  
Vol 9 (1) ◽  
pp. e183911914 ◽  
Author(s):  
Ni Luh Putu Devina Adrisa Pebriani ◽  
Agiel Hernando ◽  
Ryan Junarta
Keyword(s):  
Social Media ◽  
Qualitative Methodology ◽  
Word Of Mouth ◽  
Communication Theory ◽  
Positive Image ◽  
Tourism Sector ◽  
Thousand Islands ◽  
Descriptive Qualitative

Abang None Jakarta is a pageant event for tourism and culture ambassadors’election in Jakarta. Abang None Jakarta has becoming one of the ways in promoting the tourism sector of a region. The objective of this study is to get information on the efforts of and obstacles faced by Abang None Jakarta as brand ambassador of a thousand islands. The methodology used in this study is descriptive qualitative methodology using two ways communication theory and brand ambassador concept by Khatri. The data are collected using interview, observation and documentation. The result showed that Abang None Jakarta has done their role as a brand ambassador of thousand islands.They had become active informant and giving testimony on thousand islands through social media and word of mouth.

scholarly journals STRATEGI KOMUNIKASI PUBLIC RELATIONS DINAS KOMUNIKASI DAN INFORMATIKA PROVINSI JAWA TIMUR UNTUK MENINGKATKAN CITRA DI MATA PUBLIK

REPRESENTAMEN ◽  
2018 ◽  
Vol 3 (02) ◽  
Author(s):  
Wike Mardiana ◽  
Hamim Hamim ◽  
Kendry Widiyanto
Keyword(s):  
Data Collection ◽  
Public Relations ◽  
Qualitative Method ◽  
Communication Strategy ◽  
Specific Data ◽  
Positive Image ◽  
Twitter Account ◽  
Descriptive Qualitative

The purpose of this study is to provide an overview of communication strategy of PublicRelations that executed by DinasKomunikasidanInformatika of East Java Province in order toimprove positive image according to Two-Way Symetric theory and supporting theory by HaroldLasswell. The writer applies descriptive qualitative method in compiling this thesis. DinasKomunikasidanInforatika of East Java Province. The purpose of this study is to explain anyphenomenon in details by specific data collection. This study describing communication strategy ofPublic Relations that executed by DinasKomunikasidanInformatikaof East Java Provience. The resultof study shows that strategy executed by DinasKominfo to improve their image in front of public areby creating website, creating facebook account, and creating twitter account in order to ease public inmaking any complain and to ease public finding any information. Public Relations DinasKominfousing two approaching strategy including persuasive and educative approaching, and cooperationapproaching with internal public and external public.Keywords : Public Relations Strategic, Dinas Komunikasi dan Infromatika Provinsi Jawa Timur,Image.

scholarly journals STRATEGI KOMUNIKASI AJI BOJONEGORO DALAM MENCEGAH PRAKTIK JURNALISME AMPLOP

2020 ◽  
Vol 20 (1) ◽  
pp. 57-80
Author(s):  
Amrullah Ali Moebin
Keyword(s):  
Social Media ◽  
Qualitative Methods ◽  
Interpersonal Communication ◽  
Code Of Ethics ◽  
Research Process ◽  
Communication Strategy ◽  
Case Study Approach ◽  
Study Approach ◽  
The Media

Abstract This study discusses the communication strategy undertaken by the Alliance of Independent Journalists (AJI) Bojonegoro East Java in conducting discussions about the practice of envelope journalism. The reason is that the practice of envelope journalism violates the journalistic code of ethics. The research process uses qualitative methods with a case study approach. The results of this study are AJI Bojonegoro's strategy to prevent envelope journalism by creating new innovations. They provide education to the speakers. The media used is outdoor media, posters. Steps taken by interpersonal communication and utilizing social media.   Keywords: Communication Strategy, Envelope Journalisme

scholarly journals Peranan Dakwah Kismis Purwakarta secara Online dalam Menyiarkan Islam

2021 ◽  
Vol 1 (1) ◽  
pp. 7-10
Author(s):  
Syifa Fauzi Karimah
Keyword(s):  
Social Media ◽  
Qualitative Methods ◽  
Online Media ◽  
Research Focus ◽  
Islamic Studies ◽  
Differences Of Opinion ◽  
The Times ◽  
Descriptive Qualitative

Abstract. The development of the times brought preaching to the online media. Dakwah KISMIS (Islamic Studies Every Thursday) in Purwakarta carries out its Islamic broadcasts using various social media with a research focus on the role of online preaching of KISMIS in Purwakarta in broadcasting its Islamic messages. This research uses descriptive qualitative methods and is analytical in nature. Where the research analyzes the results of interviews with respondents who take part in KISMIS through online media from various social media to spread Islamic messages which contain faith, sharia and morals. In the results of this study, it is concluded that the role of the message of tauhid KISMIS does not play a role because there are several differences of opinion regarding faith in qadha and qadar regarding unhabbed prayer. It is the same as the role of the Shari'a message which is considered to have less role, because there are many differences of opinion and views regarding prayer and the intention to fast. Whereas in the role of messages regarding morals it is also considered to have less role, because there are different views on the morals of children to parents of different religions who have died and manners to tormented animals. So it can be said that the role of online KISMIS is insufficient in broadcasting Islam in Purwakarta due to the lack of meaning of the da'wah messages conveyed to respondents in the study so that it gives different views and understandings with some respondents who are followers of KISMIS through online media. Abstrak. Berkembangnya zaman membawa dakwah masuk dalam media online. dakwah KISMIS (Kajian Islam Setiap Kamis) di Purwakarta melakukan syiar Islamnya dengan menggunakan berbagai media sosial. Penelitian berfokus  pada peranan dakwah KISMIS di Purwakarta secara Online dalam menyiarkan pesan-pesan Islamnya. Penelitian ini menggunakan metode kualitatif deskriptif dan bersifat analisis. Dimana penelitian menganalisis hasil dari wawancara pada responden yang mengikuti KISMIS melalui media online dari berbagai media sosial untuk menyiarakan pesan Islam yang berisikan akidah, syariat dan akhlak. Dalam hasil penelitian ini mendapatkan kesimpulan mengenai peranan pesan tauhid KISMIS kurang berperan karena ada beberapa perbedaan pendapat mengenai iman kepada qadha dan qadar perihal doa yang belum terijabah. Sama dengan peranan pesan syariat yang dinilai kurang berperan, karena ada banyaknya perbedaan pendapat dan pandangan mengenai shalat dan niat berpuasa. Sedangkan dalam peranan pesan mengenai akhlak juga dinilai kurang berperan, karena ada perbedaan pandangan mengenai akhlak anak kepada orang tua berbeda agama yang sudah meninggal dan adab kepada hewan yang terdzalimi. Sehingga dapat dikatakan kurang berperannya KISMIS secara online dalam menyiarkan Islam di Purwakarta dikarenakan adanya beberapa makna pesan dakwah yang kurang tersampaikan kepada responden dalam kajian sehingga memberikan perbedaan pandangan dan pemahaman dengan beberapa responden yang menjadi pengikut KISMIS melalui media online.

The value disruption of uncivil other-customers during online service recovery

2020 ◽  
Vol 34 (4) ◽  
pp. 483-498
Author(s):  
Todd J. Bacile ◽  
Alexandra Krallman ◽  
Jeremy S. Wolter ◽  
Nicole Dilg Beachum
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Service Recovery ◽  
Online Service ◽  
Firm Level ◽  
Content Type ◽  
Customer Complaints ◽  
Complaint Handling ◽  
Experiential Value ◽  
Service Channels

Purpose Customer complaints and service recovery via virtual customer service channels (VCSCs) present unique recovery situations unlike those commonly found in traditional complaint handling channels. Some of these distinct challenges include the presence of multiple customers during a recovery, which creates the possibility for uncivil customer-to-customer (C2C) exchanges to harm a complainant’s experience. To this end, this paper aims to explore customer- and firm-level aspects as they relate to social media complaint handling. A customer-level moderator (attitude toward complaining) and a firm-level moderator (relative promptness of the response) are examined. Design/methodology/approach Data from three studies use partial least squares structural equation modeling to analyze hypothetical failure and complaining scenarios on VCSCs. Study 1A (a firm’s social media channel) and Study 1B (a firm’s online support community) investigate how a complainant’s predisposition toward complaining ultimately influences their experiential value (hedonic, pragmatic and sociability) during a virtual service recovery that includes uncivil communication from another customer. Study 2 further examines how the relative promptness of a service provider’s response either before or after uncivil C2C interactions hinders a complainant’s experiential value during the service recovery encounter. Findings The results show support for the influence of attitude toward complaining and the relative promptness of response as impactful to a complainant’s hedonic, pragmatic and social experience in virtual service encounters that involve one customer rudely interjecting into a complainant’s online service recovery encounter. Originality/value This research is one of the first to apply both customer- and firm-level moderating aspects associated with virtual service recovery encounters. The studies quantitatively assess the moderators’ influence on online dysfunctional behavior’s relationship with C2C fairness perceptions, and the subsequent experiential value a complainant receives on VCSCs. In particular, the investigation of relative promptness of a service provider’s response is a unique conceptualization that expands prior recovery studies’ focus on promptness or quickness of a recovery. The authors put forth a more prompt response that benefits the firm by purposively and symbolically closing out the encounter on VCSC, which somewhat reduces the negative effects of rude follow-up comments. This study is also novel because of the experiential focus on C2C interactions during recovery, rather than focusing on how a firm resolves a failure. In addition, this is the first service recovery study to assess multiple types of online customer service channels. Implications are put forth for service recovery theory and managers who attend to customer complaints on virtual channels.

scholarly journals Komunikasi Interaktif Nikon Ambassador Dalam Mempertahankan Citra Merek (Studi Kasus Akun Media Sosial Instagram @Sukiminthio)

Prologia ◽  
2019 ◽  
Vol 3 (2) ◽  
pp. 365
Author(s):  
Ignacia Ardelia ◽  
Gregorius Genep Sukendro
Keyword(s):  
Social Media ◽  
Marketing Communication ◽  
Case Study Method ◽  
Interactive Communication ◽  
The Public ◽  
Additional Information ◽  
Positive Image ◽  
Digital Era ◽  
Brand Ambassadors

In today's digital era, marketing communication activities are supported by the presence of social media. Social media, one of which is Instagram, allows users to get additional information about a brand through contents uploaded by Brand Ambassadors. Brand Ambassador as a bridge of communication between brands and users, is one important factor in maintaining a positive image of a brand. This study aims to find out how interactive communication is carried out by Nikon Ambassador’s Sukimin Thio on Instagram. This research uses descriptive qualitative approach and case study method. Instagram is very suitable as Nikon marketing communication media that target Millenials (young people), besides that interactive communication carried out by Sukimin as Nikon Ambassador plays an important role in maintaining a positive brand image. Sukimin's interactive communication is done every day by replying to each comment, Direct Message, presenting content that is liked by followers, and utilizing the features found on Instagram to the fullest. The conclusion from the results of this study is through interactive communication, the public become more convinced that Nikon is a good product and get comfort in discussing Nikon products. Sukimin's image as someone inspiring and fun on social media and also his youthful personality is the same as the image that Nikon Indonesia wants to form. With the presence of Nikon Ambassador helping Nikon Indonesia to increase credibility, selling points, as well as maintaining a positive image. Di era digital saat ini, kegiatan komunikasi pemasaran didukung oleh hadirnya media sosial. Media sosial salah satunya Instagram memungkinkan pengguna untuk mendapatkan informasi tambahan mengenai suatu merek melalui konten yang diunggah oleh para Brand Ambassador. Brand Ambassador sebagai jembatan komunikasi antara merek dan pengguna, menjadi salah satu faktor penting dalam mempertahankan citra positif sebuah merek. Penelitian ini bertujuan untuk mengetahui bagaimana komunikasi interaktif yang dilakukan oleh Nikon Ambassador Sukimin Thio di Instagram. Penelitian ini menggunakan pendekatan kualitatif deskriptif dan metode studi kasus. Instagram sangat cocok sebagai media komunikasi pemasaran Nikon yang targetnya Millenials (anak muda), selain itu komunikasi interaktif yang dilakukan Sukimin sebagai Nikon Ambassador berperan penting dalam mempertahankan citra positif merek. Komunikasi interaktif dilakukan Sukimin setiap hari dengan cara membalas tiap-tiap komentar, Direct Message, menyajikan konten yang disukai pengikut, serta memanfaatkan fitur yang terdapat pada Instagram secara maksimal.  Simpulan dari hasil penelitian ini adalah melalui komunikasi interaktif khalayak menjadi lebih yakin bahwa Nikon adalah produk yang bagus dan mendapatkan kenyamanan dalam berdiskusi mengenai produk Nikon. Citra Sukimin sebagai seseorang menginspirasi dan menyenangkan di media sosial serta kepribadiannya yang anak muda sama seperti citra yang ingin dibentuk Nikon Indonesia. Dengan adanya Nikon Ambassador membantu Nikon Indonesia untuk meningkatkan kredibilitas, nilai jual, juga mempertahankan citra yang positif.

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