Customer Experience: Extracting Topics From Tweets

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.

Five moments of truth: presenting business results to senior executives

Purpose This paper aims to explore the executive request for program results. With major programs in place and other programs planned, executives want to know if they are working. The executive’s perspective focuses on whether these programs impact the organization and do they deliver a positive return on investment (ROI). Design/methodology/approach The paper describes how an executive’s request for ROI will lead human resources professionals to plan an evaluation, collect data, analyze data and present the results to the program sponsors and funders. The success of the results presentation will influence program support and future allocation of funding to HR programs. Findings To be credible, the presentation must include five moments of truth. These five moments of truth require credible data, collected from credible sources, presented in five categories, and a conservative analysis that executives can believe, including proof the program has made a difference. Executives must believe the results are true, or the presentation becomes a waste of time. Originality/value The critical challenge for the HR team is to involve executives in each of the five truths. In the findings, the most successful programs have high executive involvement, beginning with investment alignment and business alignment, and moving through to solution implementation and capability development, and motivation attainment.

Pitigliano, Maryland? Travelling Memories and Moments of Truth

Pitigliano is the birthplace of Giannetto Paggi (1852–1916), a Jewish teacher who opened the first Italian school in Tripoli and was celebrated as ‘the pioneer of Italian civilization in Libya’ in the colonial and Fascist decades. The chapter considers the mobility of memory as a series of intersubjective and translational processes. It draws on Luisa Passerini’s concept of intersubjectivity, Naomi Leite’s ethnography of affinity and Francesco Ricatti’s ‘emotion of truth’ to engage with the processes of identification and knowledge exchange that emerged through the fieldwork. Spadaro explores the webs of imaginative and emotional interconnections linking her interviewees with the stories of Giannetto Paggi and Pitigliano, and, by extension, with narratives of Italianness and Jewishness across the Mediterranean and the Atlantic.

PERAN KOMUNIKASI PPID PROPINSI BANTEN DALAM PELAYANAN INFORMASI PUBLIK

Cangara, Hafid, 2009. Pengantar Ilmu Komunikasi. Jakarta: PT. Raja Grafindo PersadaEfendy, Omong Uchjana, 2004. Dinamika Komunikasi. Bandung: PT. Remaja Rosda KaryaDwiyanto, Agus, 2010, Reformasi Birokrasi Publik di Indonesia, Yogyakarta : Gajahmada university pressGronroos, Christian, 1990. Servis management and marketing: managing the moments of truth in servis competition, Singapore: Maxwell MacmillianM.A.K Halliday dan Ruqaya hasan. Bahasa konteks dan Teks. Terjemahaan oleh Asruddin Barori Tou. Yogyakarta: Gajahmada Press. 1994Mahmudi, 2007, Manajemen Kinerja Sektor Publik, Yogyakarta : UPP STIM YKPNUndang-undang nomor: 14 tahun 2008 tentang Keterbukaan informasi PublikUndang-undang nomor: 23 tahun 2000 tentang Pembentukan Propinsi BantenUndang-undang nomr 25 tahun 2009 tentang pelayanan publikPERKI nomor: 1 tahun 2010 tentang Standar Layanan informasi PublikPERKI nomor: 5 tahun 2016 tentang Metode dan teknik evaluasi keterbukaan informasi badan publik.PERMENDAGRI nomor: 3 tahun 2017 tentang Pedoman pengelolaan pelayanan informasi dan dokumentasi dilingkungan Kementerian Dalam negeri dan Pemerintah daerahKeputusan Gubernur nomor : 499.05/kep.216-Huk/2013 tentang Perubahan keputusan Gubernur Banten nomor : 499.05/kep.673-Huk/2011 tentang Pejabat Pengelola Informasi dan Dokumentasi dilingkungan Propinsi Banten

Do marketing tradicional ao marketing digital uma análise a partir dos programas de marketing digital online

Este artigo visou identificar semelhanças, diferenças e complementariedade entre o marketing tradicional e o digital, tendo como base de comparação a seleção de termos e conceitos usados nos cursos de marketing digital oferecidos para o mercado. Foram analisados alguns conceitos como: o Outbound e Inbound marketing, 'ZMOT' e outros ligados ao comportamento do consumidor, as redes sociais e ao marketing de relacionamento. A metodologia bibliográfica utilizada foi exploratória, destacado pelas características de um determinado fenômeno que se pretendeu organizar. O estudo do Processo de Decisão de compra - PDC inclui entre os temas explorados o conceito de MOT (moments of truth ou momentos da verdade) e a necessidade de maior relacionamento com os consumidores que valorizam as experiências dos clientes

Why Business Intelligence Is the New Oil for the Upcoming Enterprise

Much has been said about data being the new oil that will fuel businesses in the future. But the reality is that it’s not about the amount of data that organizations have access to, but how effective their decisions are based on that data. Therefore, data alone will not be the new oil, rather intelligence will fuel the digital economy, and organizations that can create intelligent business processes to deliver contextualized and consent-based experiences will win in this new data-driven world. As intelligence (and technology in general) increasingly underpins future business models, there is a big question around the role of IT moving forward. The CIO needs to be part of boardroom discussions driving decision-making around the broader business (and digital) strategy. This raises yet another debate about the role of the CIO in this context. In parallel, there is clearly an emerging role in a digital platform architecture to drive “moments of truth” into these intelligent business processes. The next phase of the application landscape evolution is going to all be about integration, and IDC believes that integration and extension capabilities are critical to drive the business-process orchestration strategy enabling future business processes. This platform will provide a unified set of connection points across multiple systems’ applications and digital apps that might be distributed across on-premises, hosted, or public clouds. Based on these capabilities, the digital platform can be used to fast-track integration and trigger new workflows/business processes, leveraging applications that could be a mix of legacy on-premises and SaaS applications. The proposed research focusses on how Knowledge Management and Business Intelligence could potentially play out in many futuristic organizations.