scholarly journals THE POWER OF "LIKE". THE INFLUENCE OF MARKETING IN SOCIAL NETWORKS ON ATTRACTING CLIENTS

2020 ◽  
pp. 118-123
Author(s):  
O. Rybina ◽  
D. Shepilov ◽  
K. Pysarenko
Keyword(s):  
Social Networks ◽  
Social Media ◽  
Customer Service ◽  
Customer Engagement ◽  
Professional Networks ◽  
Customer Base ◽  
Brand Building ◽  
Media Platform ◽  
Active Communication ◽  
Main Factor

The paper considers marketing communications in social networks that allow to constantly maintain two-way feedback from consumers. Authors understand social media marketing as the use of existing platforms to raise brand awareness among consumers by using the principles of these platforms. Forms of platform promotion are defined: traditional and social (organic). The paper analyzes and systematizes the most popular social networks, which include: Facebook, Whatsapp, Youtube, Instagram, Tik Tok, Twitter, LinkedIn, Pinterest, Snapchat. The considered social networks are divided into: social networks, professional networks, video hosting, knowledge sharing media, micro-blogs and user forums. The paper presents the TOP social networks in the world as of 2019. The paper highlights and substantiates the benefits of marketing in social media, namely: brand building, customer loyalty, conversion, customer service, awareness raising and branding; customer base growth; attracting traffic, leads and sales, etc. As social networks promote active communication between companies and consumers, stimulate interaction among users - the factors that influence customer engagement are identified in the work; it was investigated which content on the brand's page on social networks attracts the majority and makes you want to visit again. It is justified that when using SMM (SocialMediaMarketing) you need to pay more attention to the published information, as this is one of the main factors influencing customers. The paper emphasizes the importance of openness as the main factor in creating a trusting relationship "brand-consumer", which in turn shapes the behavior of the buyer in reality. SMM has been proven to be a powerful media platform for customer communication, brand building, sales growth and website traffic, as the brand demonstrates its openness to communication through social media. It is substantiated that with the help of social networks brands remain in trend.

Creation of unstructured big data from customer service

2018 ◽  
Vol 29 (2) ◽  
pp. 723-738 ◽  
Author(s):  
Jyotirmoyee Bhattacharjya ◽  
Adrian Bachman Ellison ◽  
Vincent Pang ◽  
Arda Gezdur
Keyword(s):  
Social Media ◽  
Big Data ◽  
Customer Service ◽  
Customer Engagement ◽  
Customer Contact ◽  
Content Type ◽  
The Usa ◽  
Social Media Platforms ◽  
Media Platform ◽  
Using Data

Purpose Customer service provision is a growing phenomenon on social media and parcel shipping companies have been among the most prominent adopters. This has coincided with greater interest in the development of analysis techniques for unstructured big data from social media platforms, such as the micro-blogging platform, Twitter. Given the growing use of dedicated customer service accounts on Twitter, the purpose of this paper is to investigate the effectiveness with which parcel shipping companies use the platform. Design/methodology/approach This paper demonstrates the use of a combination of tools for retrieving, processing and analysing large volumes of customer service-related conversations generated between parcel shipping companies and their customers in Australia, UK and the USA. Extant studies using data from Twitter tend to focus on the contributions of individual entities and are unable to capture the insights provided by a holistic examination of the interactions. Findings This study identifies the key issues that trigger customer contact with parcel shipping companies on Twitter. It identifies similarities and differences in the approaches that these companies bring to customer engagement and identifies the opportunities for using the medium more effectively. Originality/value The development of consumer-centric supply chains and relevant theories require researchers and practitioners to have the ability to include insights from growing quantities of unstructured data gathered from consumer engagement. This study makes a methodological contribution by demonstrating the use of a set of tools to gather insight from a large volume of conversations on a social media platform.

Getting acquainted with social networks and apps: talking about TikTok

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Katie Elson Anderson
Keyword(s):  
Social Networks ◽  
Social Media ◽  
Literature Review ◽  
Design Methodology ◽  
Research Literature ◽  
Content Type ◽  
Social Media Platform ◽  
The Social ◽  
Media Platform ◽  
Information Professionals

Purpose This paper aims to provide information and promote discussion around the social media platform TikTok. Design/methodology/approach Research, literature review. Findings Libraries and library and information professionals should be aware of the potential of TikTok for engagement and information sharing. Originality/value Adds to the research on the social media platform TikTok.

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.

Gender, rank, and social networks on an enterprise social media platform

2020 ◽  
Vol 62 ◽  
pp. 58-67 ◽  
Author(s):  
Giorgia Di Tommaso ◽  
Mauro Gatti ◽  
Michela Iannotta ◽  
Ajay Mehra ◽  
Giovanni Stilo ◽  
...  
Keyword(s):  
Social Networks ◽  
Social Media ◽  
Social Media Platform ◽  
Enterprise Social Media ◽  
Media Platform

scholarly journals Exploring How Influencer and Relationship Marketing Serve Corporate Sustainability

2020 ◽  
Vol 12 (11) ◽  
pp. 4392 ◽  
Author(s):  
Carmen Berne-Manero ◽  
Mercedes Marzo-Navarro
Keyword(s):  
Social Networks ◽  
Social Media ◽  
Multivariate Analysis ◽  
Relationship Marketing ◽  
Essential Role ◽  
Corporate Sustainability ◽  
Target Audience ◽  
Customer Engagement ◽  
Customer Acquisition

Influencer marketing furthers the goals of relationship marketing. Companies use influencers to advertise their products through social networks such as Instagram. This digital advertising is aimed at shifting the company’s goals from customer acquisition to retention and commitment. While several articles provide interesting advances analyzing social media and sustainability goals, research about influencer types and their impact on engagement preserving corporate sustainability is limited. Thus, the objectives of this study are: (1) Select general influencer traits as positive characteristics in promoting a product; (2) analyze them for micro and macro influencer scenarios; (3) explore potential differences in their adequacy determining customer engagement and preserving corporate sustainability. Credibility, pleasantness, and emotions are the criteria analyzed through multivariate analysis applied over two independent samples of followers. Pleasantness and appearance in the macro influencer scenario and perceived integrity in that of the micro influencer appear to conflict with the desired transparency of the message, while transmission of emotions plays an essential role in both scenarios. This is a very important finding. Companies should assess candidate influencers’ emotional projection skills, in addition to evaluating the brand sponsorship costs and defining the target audience for the advertisement, always under the premise of preserving corporate sustainability.

scholarly journals Development of accounting for social media marketing services (SMM)

2021 ◽  
pp. 8-18
Author(s):  
I.M. Vygivska ◽  
D.O. Seletska ◽  
I.V. Semchuk
Keyword(s):  
Social Networks ◽  
Social Media ◽  
Economic Effect ◽  
Social Media Marketing ◽  
Base Interaction ◽  
Customer Base ◽  
Regulatory Authorities ◽  
Conflict Situations ◽  
Main Production ◽  
The Cost

Accountants of agencies and studios that provide advertising services of this type ask themselves the question: «How to keep records of works on popularizing brands in social networks?». The current regulatory framework does not give clear recommendations on how to account for transactions in the provision of marketing services in social networks, and not so many foreign and Ukrainian specialists have studied the accounting nuances of SMM. Therefore, taking into account the specifics of the object under study, a number of proposals were made to the working chart of accounts in terms of synthetic accounting on accounts 23 «Main production» and 05 «Guarantees and collateral provided» for web studios and marketing agencies, which will allow differentiating the costs incurred in the process of activities and, along with this, improving the accounting process in terms of the formation of the cost of SMM services. The order of accounting reflection of the budget provided by the customer on the off-balance account is proposed, which allows you to control the movement of funds received and track the directions of their use. Inadequate documentation of SMM transactions raises many questions from the fiscal regulatory authorities. The article develops documentary support for the purposes of accounting for marketing services in social networks (SMM). The effect of the implementation of the developed form «Act of acceptance and transfer of services rendered for SMM» is the possibility of highlighting the volume of marketing work performed and confirmation of the economic effect obtained (increase in sales, customer base, interaction with the brand, etc.), which will prevent the occurrence of conflict situations between the customer of services and the SFSU authorities regarding the inclusion of VAT amounts in the tax credit and the possibility of avoiding the accrual of «compensating» tax liabilities.

Sustainable Green Customers' Engagement through Social Media for Business Development

2021 ◽  
pp. 17-28
Author(s):  
G. M. Sadman Tanvir ◽  
Mohammed Aktaruzzaman
Keyword(s):  
Social Media ◽  
Business Process ◽  
Customer Engagement ◽  
Business Decision ◽  
The Sustainable Development ◽  
The Social ◽  
Environmental Consideration ◽  
Media Platform ◽  
Development Goals ◽  
Further Development

In line with the Sustainable Development Goals given by United Nations, many countries are now working to integrate environmental consideration into the business decision-making process to amplify economic growth along with sustainable environmental protection. Hence, organizations have begun to adopt an environmental-friendly business process. However, it can be safe to state that any sustainable success of these 'greening' activities could be impossible without engaging and involving customers in the business process. Many companies started this strategy through different media, including social media. But, Sustainable Green Customer Engagement through social media is still an elusive term for the industry. There are questions around what would work for Sustainable Green Customer Engagement that requires scholarly effort. Hence, the primary aim of this study was to provide an in-depth understanding of this fundamental issue and then propose an appropriate implication of SGCE. There is a significant gap in the literature of SGCE, especially in the social media platform. The thematic analysis from this study will assist researchers in understanding the managing process of SGCE towards further development. Moreover, the implication from this study can help the organizations and policymakers to strategize enhancing greening initiatives, which eventually will improve environmental awareness and social wellbeing.

Social Currency Is a Personal Entity in the Social Media Platform Domain: Sharing and Caring Phenomenon in E-Commerce Platform

2021 ◽  
Author(s):  
Jashim Khan ◽  
Meng Tao ◽  
Faizan Alam
Keyword(s):  
Social Networks ◽  
Social Media ◽  
Information And Communication Technologies ◽  
Rapid Development ◽  
Time Sharing ◽  
Social Media Platform ◽  
Massive Growth ◽  
The Social ◽  
Social Currency ◽  
Media Platform

Due to the rapid development of information and communication technologies, many daily activities have been merged online, and they have become more flexible and more effective. The massive growth in the number of online users has activated virtual word concepts and created a new phenomenon: the social currency to facilitate e-commerce activities such as buying, selling, and trading on social media. This study aims to recognize how social contacts in 'action' within social media platform permeates sharing and transactions of valuable resources. The active interaction, entertainment, e-WOM traded in social networks are conceptualized as 'social currency' that people owe to each other in social circulation. This study demonstrates the importance of consumers' time-sharing (CTS) concept in the social media environment to earn social reputation (reviews, likes, comments, followers, favorite). A total of eight exploratory semi-structured qualitative depth-interviews were conducted at Dalian China. The data were analyzed using NVivo 12 software. Results suggested that the interaction, entertainment, e-WOM and traded between time and money in social networks are conceptualized as 'social currency' that people owe to each other in social circulation. The current study confirms the importance of the newly developed social currency concept in terms of social circulation.

Social Currency Is a Personal Entity in the Social Media Platform Domain: Sharing and Caring Phenomenon in E-Commerce Platform

2021 ◽  
Author(s):  
Jashim Khan ◽  
Meng Tao ◽  
Faizan Alam
Keyword(s):  
Social Networks ◽  
Social Media ◽  
Information And Communication Technologies ◽  
Rapid Development ◽  
Time Sharing ◽  
Social Media Platform ◽  
Massive Growth ◽  
The Social ◽  
Social Currency ◽  
Media Platform

Due to the rapid development of information and communication technologies, many daily activities have been merged online, and they have become more flexible and more effective. The massive growth in the number of online users has activated virtual word concepts and created a new phenomenon: the social currency to facilitate e-commerce activities such as buying, selling, and trading on social media. This study aims to recognize how social contacts in 'action' within social media platform permeates sharing and transactions of valuable resources. The active interaction, entertainment, e-WOM traded in social networks are conceptualized as 'social currency' that people owe to each other in social circulation. This study demonstrates the importance of consumers' time-sharing (CTS) concept in the social media environment to earn social reputation (reviews, likes, comments, followers, favorite). A total of eight exploratory semi-structured qualitative depth-interviews were conducted at Dalian China. The data were analyzed using NVivo 12 software. Results suggested that the interaction, entertainment, e-WOM and traded between time and money in social networks are conceptualized as 'social currency' that people owe to each other in social circulation. The current study confirms the importance of the newly developed social currency concept in terms of social circulation.

scholarly journals The Impact of Social Networks on Maximizing the Competitive Value of Micro, Small, and Medium Enterprises

2015 ◽  
Vol 1 (3) ◽  
pp. 64-70 ◽  
Author(s):  
Khaldoun Al-Mommani ◽  
Ahmed Al-Afifi ◽  
Mohammad Abdullah Mahfuz
Keyword(s):  
Social Networks ◽  
Social Media ◽  
Customer Service ◽  
Small And Medium Enterprises ◽  
Customer Relationship ◽  
Theoretical Development ◽  
Advantages And Disadvantages ◽  
Marketing Costs ◽  
Medium Enterprises ◽  
The Impact

The purpose of this paper is to study the effect of social media and social networks on maximizing and increasing the competitive value of micro, small, and medium enterprises (MSMEs). We review social media, social networks, and marketing literature that demonstrate the importance of social media and social networks in maximizing MSMEs competitive value through exploring the company-customer relationship, and the advantages and disadvantages that social media utilization brings. The findings suggest that micro, small and medium sized enterprises can reap benefits from executing an effective social media marketing strategy. These benefits encompass reducing overall marketing costs, improved customer service through social media, and achieving a competitive advantage. On the other hand, social networks have drawbacks that may affect MSMEs performance and decrease market share, such as time consumption and lack of feedback control. Therefore, MSMEs need to rethink about customer relationship management through building a conceptual and operational framework that provides both structure and flexibility. The study makes a contribution to the theoretical development through focusing on a neglected area of MSMEs research as well as a contribution to the relevance of social media in improving the competitive value of MSMEs. competitive value

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