Analyzing the Indian Subscriber Behavior Towards Mobile Social Media - A Data Monetization & Customer Engagement Perspective

2015 ◽  
Vol 8 (1) ◽  
Author(s):  
Sohag Sarkar
Keyword(s):  
Social Media ◽  
Value Chain ◽  
Paradigm Shift ◽  
Instant Messaging ◽  
Wireless Access ◽  
User Generated Content ◽  
Customer Engagement ◽  
Broadband Wireless ◽  
Media Space ◽  
High Bandwidth

The Indian Mobile Services Industry is going through a paradigm shift in terms of their business model-moving away from a Voice centric business to a Data focused business. Mobile Operators are looking at new and innovative avenues to increase the data penetration or the contribution of non-voice revenue (currently hovering around 11%) with respect to their overall service revenue. A similar paradigm shift is also being witnessed in the manner in which communication and social interaction happens-with Social Media emerging as a front runner when compared to hitherto popular communication mediums: email and instant messaging service. The immense popularity of social media has attracted advertisers and enterprise users to effectively engage their prospective as well as existing customers using social media. In emerging markets like India, Social Media has been used for customer engagement and monetization. Every day innovation in the mobile social media space is defining a win-win monetizing model for all the players in the value chain-device manufacturers, technology providers, telecom operators, and social media players. Operators are recognizing the need to investigate the subscriber behavior and aspirations relating to Mobile based Social Media. The extra-large investments in next generation high-bandwidth technologies like 3G & Broadband Wireless Access (BWA) will provide the required momentum to the mobile operators as subscribers resort to user generated content over social media. The paper analyzes the subscriber behavior to ascertain the avenues for customer engagement and monetization using this channel.

scholarly journals Engaging customers through user-and company-generated content on CSR

2019 ◽  
Vol 23 (3) ◽  
pp. 339-372 ◽  
Author(s):  
Alberto Badenes-Rocha ◽  
Carla Ruiz-Mafé ◽  
Enrique Bigné
Keyword(s):  
Social Media ◽  
Mixed Methods ◽  
Hotel Industry ◽  
User Generated Content ◽  
Customer Engagement ◽  
Content Type ◽  
Mixed Methods Approach ◽  
Customer Perceptions ◽  
Customer Trust ◽  
The Impact

Purpose This study aims to analyze the role of corporate social responsibility (CSR) customer perceptions, customer–company identification and customer trust on customer engagement (CE), paying special attention to the moderating effects of two types of social media communication, firm-generated content and user-generated content. Design/methodology/approach The study uses a mixed-methods’ approach. First, a single-factor experiment using Twitter posts as stimuli with 227 hotel guests. The structural model was analyzed using SmartPLS 3.2.7. Second, structured in-depth interviews were undertaken with three hotel industry experts to complement the conclusions of the quantitative study. Findings The results show that when a customer trusts a hotel and identifies with its corporate values, CSR tweets generate CE toward the hotel. CSR communications made by customers reinforce the impact of CSR tweets on customer trust more than CSR tweets posted by hotels. Hotel industry experts give insights to explain these results in different types of hotels. Practical implications CSR communications made through Twitter affect customers’ perceptions of a hotel’s CSR activities and customer trust in hotels, especially if they originate from a source external to the company. This result can be of use for hotel managers who have not previously given importance to active CSR communications or the interactivity of social media. Originality/value The authors show the moderating effect of user-generated content in the relationship between CSR customer perceptions and customer trust, thus contributing to the research into the effectiveness of social media. They use a mixed-methods’ approach to increase the validity of the results.

scholarly journals Social media content and product co-creation: an emerging paradigm

2016 ◽  
Vol 29 (1) ◽  
pp. 7-18 ◽  
Author(s):  
Ashish K. Rathore ◽  
P. Vigneswara Ilavarasan ◽  
Yogesh K. Dwivedi
Keyword(s):  
Social Media ◽  
Product Development ◽  
Product Design ◽  
User Generated Content ◽  
Product Development Process ◽  
Customer Engagement ◽  
Media Content ◽  
Content Type ◽  
Social Media Platforms ◽  
Product Design Process

Purpose – The purpose of this paper is to conceptualise and discuss the possible insights that can be generated for product development by analysing the user-generated content available from various social media platforms. Design/methodology/approach – The paper reviews the role of user generated content in developing products and its features (e.g. appearance and shape). It delineates the directions in which the relationship between social media content and customer oriented concepts evolve while developing successful new products. Findings – The review and arguments presented in this paper suggest that the social media approach adds more value than the traditional approaches for obtaining insights about the products. Availability of users’ opinions and information about existing products provide insights for the improvement in the product design process. Co-creation and self-construal are important components that are based on customer engagement and customer behaviour, respectively, in the product design and development. Practical implications – As social media creates new ways of communication with users, businesses can include users into the product development process to improve and refine their products or for making the next generation of products. Originality/value – This paper suggests a new approach in getting useful insights about the products from user-generated contents. This way of using social media helps businesses to move forward from the traditional product development paradigms.

Won't Cry Over Spoilt Milk: Amul's Response to Customer's Complaint on Social Media

2015 ◽  
pp. 1-11
Author(s):  
Abhishek
Keyword(s):  
Social Media ◽  
Customer Engagement ◽  
Milk Products ◽  
Media Space

This case traces the turn of events when Neha Tomar, a resident of Gurgaon, posted a complaint about Amul milk on Facebook. The post got over 100, 000 shares and was liked by close to 10, 000 users on Facebook. This created a flutter as Amul, India's largest food brand, was known to maintain highest standards and had come to symbolize quality in milk products category. GCMMF, owners of Amul brand, swiftly moved into action and posted the official stand on their Facebook page. The post stated that there was no problem with milk and accused Neha of concealing the facts for generating and sustaining hype. This case presents a new pattern of customer engagement wherein brand is not afraid to take on customer in social media space for managing its reputation.

Social media gold dust

2020 ◽  
Vol 36 (10) ◽  
pp. 21-22
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Design Methodology ◽  
Customer Relationship ◽  
User Generated Content ◽  
Customer Engagement ◽  
Content Type ◽  
Customer Base ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Organizations, particularly hotels, often underutilize social media as a method of building a larger customer base, as well as a way of boosting advertising through user-generated content. Social customer relationship management and customer engagement are key facets to boosting social media use in an organization. Originality/value The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Rekomendasi Arsitektur Jaringan Nirkabel berbasis Hotspot untuk area pedesaan (Studi Kasus Pedesaan Jawa Timur Indonesia)

CYCLOTRON ◽  
2019 ◽  
Vol 2 (2) ◽  
Author(s):  
Sabri Balafif ◽  
Tining Haryanti
Keyword(s):  
Ieee 802.11 ◽  
Wireless Access ◽  
Traffic Load ◽  
Line Of Sight ◽  
User Mobility ◽  
Broadband Wireless Access ◽  
Broadband Wireless ◽  
Internet Users ◽  
Link Budget ◽  
Tier 3

Abstrak— Penelitian ini bertujuan untuk mengetahui pola trafik internet pada beberapa lokasi yang diteliti. Pengamatan dilakukan selama dua belas (12) bulan. Data diolah dengan metode statistika untuk mendapatkan proyeksi pengguna internet dan kebutuhan titik hotspot. Penelitian menghasilkan rekomendasi kebutuhan hotspot dengan mempertimbangkan mobilitas pengguna internet dan countur lokasi. Rekomendasi perangkat berbeda pada tiap lokasi dari sisi geografis dan padatnya area. Line of Sight mempengaruhi kemampuan perangkat dalam memancarkan signal internet.Hasil penelitian menunjukkan terjadinya peningkatan pengguna internet pada hari raya umat Islam, Hal ini diduga karena mayoritas masyarakat pada lokasi tersebut muslim. Proyeksi pelanggan di 300 desa didapatkan minimum penetrasi 36,7% dan maksimal 85.2%. Rekomendasi sejumlah 940 Titik hotspot dengan area bandwith secara statik sebesar 3Mbps (aggregate download dan upload).  Penelitian memperhitungkan Link Budget perangkat backhoul tier 3 dengan frekuensi 24Ghz. Setiap  perangkat dapat menangani rata-rata jumlah device yang terkoneksi secara bersama sejumlah > 200 Device teknologi Wi-Fi (IEEE 802.11). Beban total trafik  > 1,6 GBPS. Rekomendasi Arsitektur  broadband wireless access Berbasis Hotspot Di Jawa Timur yaitu Surabaya 140 lokasi dengan 400 titik hotspot, Mojokerto sejumlah 70 lokasi dengan 210 titik hotspot. Pandaan sejumlah 80 lokasi dengan 240 titik hotspot Malang  43 lokasi dengan 90 titik hotspot.Kata kunci: Broadband Wireless Access, Hotspot, Line Of SightAbstract— This study aims to determine the pattern of internet traffic in several locations in Jawa Indonesia. Observations were made for twelve (12) months. Data is processed using statistical methods to obtain projections of internet users and hotspot needs. This study produces recommendations for hotspot needs by considering internet user mobility and location contours. Device recommendations vary by location in terms of geography and crowded areas. Line of Sight affects the ability of the device to emit internet signals. The results showed an increase in internet users on Muslim holidays. Projected customers in 300 villages have a minimum penetration of 36.7% and a maximum of 85.2%. The recommended number of 940 hotspots with a static area of 3Mbps (download aggregate and upload). This study takes into account the tier 3 Link Budget backhoul device with a frequency of 24Ghz. Each device can handle the average number of devices that are connected together by> 200 Wi-Fi technology devices (IEEE 802.11). Total traffic load> 1.6 GBPS. Architectural recommendations for broadband wireless access based on hotspots in East Java, Surabaya, 140 locations with 400 hotspots, Mojokerto with 70 locations with 210 hotspots. Pandaan a total of 80 locations with 240 Malang hotspots 43 locations with 90 hotspots Keywords: Broadband Wireless Access, Hotspot, Line Of Sight

The Role of Mobile Phone Technology in Resolving Communal Conflicts in Mandera County, Kenya

2020 ◽  
Vol 4 (2) ◽  
pp. 69-80
Author(s):  
Mohamed Ibrahim Eymoi ◽  
Patrick Mbataru
Keyword(s):  
Social Media ◽  
Conflict Resolution ◽  
Mobile Phone ◽  
Short Message Service ◽  
Instant Messaging ◽  
Video Conferencing ◽  
Short Message ◽  
Mobile Phone Technology ◽  
Message Service

The unprecedented global adoption of information and communication technologies (ICTs) is rapidly changing the way people are communicating in solving problems. For several years now, the role of ICTs has become important in the way people construct their relationships in conflict resolution. Yet little is known on the dynamism of this interaction. It is not clear how mobile technology has contributed toward conflict resolution, and this study will contribute to the knowledge on the role of mobile telephones in conflict resolution. The purpose of this study was to explore how the mobile phone technology contributed in resolving communal conflicts in Mandera County, Kenya. This study was guided by three theories: conflict transformation theory, diffusion of innovations theory and social representation theory. The conflict Tansformation Theory is adopted as the main theory of analysis.  The main idea of this theory is transforming negative conflict into constructive conflict, deals with structural, behavioural and attitudinal aspects of conflict. This study adopted a descriptive survey. The population for this study consisted of 301 employees in ICT and security department where stakeholders in technology and security sectors and the public. Primary and secondary  data was analysed according to the objectives. Primary data was derived from questionnaires formulated to target employees in ICT and security department. The data analysis included qualitative and quantitative techniques.  Qualitative data was summarized and categorized according to common themes and was presented using frequency distribution tables, graphs and charts. Content analysis was used mostly to arrive at inferences through a systematic and objective identification of the specific messages. The quantitative data collected was analyzed using descriptive statistics. The results confirmed that short message service, social media plateform, instant messaging applications, and video conferencing play a role in resolving communal conflicts in Mandera County. The study concludes that Short Message Service, Social Media Platforms and Instant Messaging Applications can be used conflict such as communal conflicts. Video Conferencing can be used to solve conflict such as relationship conflict, arises from differences in personality, style, matters of taste, and even conflict style as well as conflict in the workplace like task conflict. County government of Mandera must come up with ways of incorporating mobile phone technologies such as Short Message Service, Social Media Platforms, Instant Messaging and Video Conferencing on matters conflict resolution. The study recommends that the County Government of Mandera in collaboration with the National Government need to come up with agencies to regulate the use of social media as a medium to communicate in times of conflict since they are sometimes prone to misuse.

Chinese Social Media Platforms and Microblogging in the Context of Public Diplomacy

Communicology ◽  
2020 ◽  
Vol 8 (1) ◽  
pp. 167-179
Author(s):  
E.S. Nadezhkina
Keyword(s):  
Social Media ◽  
Public Opinion ◽  
Public Diplomacy ◽  
User Generated Content ◽  
The Internet ◽  
Interactive Communication ◽  
Network Interaction ◽  
Social Media Platforms ◽  
The Right ◽  
Chinese Social Media

The term “digital public diplomacy” that appeared in the 21st century owes much to the emergence and development of the concept of Web 2.0 (interactive communication on the Internet). The principle of network interaction, in which the system becomes better with an increase in the number of users and the creation of user-generated content, made it possible to create social media platforms where news and entertainment content is created and moderated by the user. Such platforms have become an expression of the opinions of various groups of people in many countries of the world, including China. The Chinese segment of the Internet is “closed”, and many popular Western services are blocked in it. Studying the structure of Chinese social media platforms and microblogging, as well as analyzing targeted content is necessary to understand China’s public opinion, choose the right message channels and receive feedback for promoting the country’s public diplomacy. This paper reveals the main Chinese social media platforms and microblogging and provides the assessment of their popularity, as well as possibility of analyzing China’s public opinion based on “listening” to social media platforms and microblogging.

Customer Relationship Management- The Indian Perspective

2015 ◽  
Vol 3 (2) ◽  
Author(s):  
Pankaj K. Trivedi
Keyword(s):  
Social Media ◽  
Product Quality ◽  
Customer Relationship Management ◽  
Paradigm Shift ◽  
Relationship Management ◽  
Modern Technology ◽  
Customer Relationship ◽  
Brand Name ◽  
Service Support ◽  
Indian Perspective

Market is a kingdom and customer is the king. This is a renowned maxim pursued by the Indian companies in true spirit. With the advancement in modern technology, customers are becoming more and more informed about their need and want. Nowadays social media is educating them and they scout around for best product, brand name, product quality, operation, and service support. Marketing has thus, undergone a paradigm shift and has come up to the point of establishing relationship with customer. Not just retaining the existing customers but even attracting new customers has become a big challenge. This is the main reason why companies have shifted their focus from being product-centric to customer-centric.

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