...Customer experience and customer engagement Customer experience is replacing quality as the most important element in marketing. (Klaus & Maklan, 2013) Great customer experience will encourage customer engagement, which can be understood as a customer’s cognitive, emotional and behavioral interaction with a brand (Hollebeek, 2011). The high customer engagement is directly related to high customer satisfaction, strong customer loyalty and increased word-of-mouth behavior, which all in turn maintain companies’ sustainable competitive advantage and allow they charging higher prices and profit margins than competitors. As said Investment Weekly News (2012) quoted that consumers will pay for the extraordinary customer experience. This reflection focuses on making outstanding customer experience and its relation to customer engagement. In the electronics industry, retailers purposely determine and deliver extraordinary customer experiences that are profitable and hard to duplicate, prospering despite economic downturns and competitive threats. Apple is a master in making great customer experience. As Miller (2012) stated, the superior customer service that Apple deliver has enable the company to grow rapidly while commanding higher prices than its competitors and earning the best profit margins in the consumer-electronics industry. Liyakasa (2012) also pointed out that Apple is in the top of customer brand loyalty ranking. The key strategies that Apple sustains its high strong...
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...Customer Engagement at The Co-operative Food Customer Engagement is going beyond exceptional service and is about delivering more personalized experiences based on authentic relationships with customers. The more the store owner knows about the customer, the more personalized the customer experience will be. This, in turn, leads to repeat sales and having potential loyal customers. Co-operative Food sees new technology as a main factor of improving customer engagement and they put emphasis on consumers to make more ethical choices. Sustaining engaging relationships with hundreds or potentially thousands of customers is an impossible task for Co-operative Food. This is why they focus on engaging marketing efforts with their top customers as defined by repeat sales and word-of-mouth referrals. They use online tools to help them manage all of this information. Co-operative Food want to cultivate stronger relationships with those top customers by providing insider deals and other perks not offered to their larger customer base. social media is an established platform for building good customer relationships. They can effectively engage with their customers both online and offline and comes down to: A passion for their business that comes through in the way they interact with customers, talk about their products and services, and freely share their expertise. Sincere interest in helping customers make the right purchasing decisions based on their particular needs. Enthusiasm...
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...Current Trends in Technology Name: Course: Instructor: Institution: Date of Submission: Introduction The use of technology in business is changing the way the universe works. Daily new organizations discover they need to consolidate a large number of innovative methods of communication to customers. Send shipments, fill in forms and receive a response from their clients. By adhering to the previously mentioned goals organisations soon realise that their aggression scale is on the rise just as their sales returns. The way business works today has tremendously shifted from the way it was 20 years ago. It is for these reasons that this paper will dwell on the use of social media as an unstoppable technological force that can change how things get done in the next three years. By 2015, there were at least 7.2 billion people on earth and the next section breaks down the important part on how social media will revolutionise business. Around half of the people on earth have access to the internet with the figure standing at 3 billion users (Shah, Cappella, & Neuman, 2015). Of these, about 2.1 billion have social media accounts with another 3.65 billion people logging into their social media accounts through their tablets and smartphones. Moreover, 1.7 billion people are always active in their social media accounts with the number steadily gaining ground (Shah, Cappella, & Neuman, 2015). Business themselves have a wide arena from...
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...E-sport tournaments and customer engagements Name Course Title Instructor Date The role of the e-sport tournaments activities in increasing customer engagement in video game industry in China E-sport tournaments E-sport is basically, competitive gaming that involves computer games and other related forms of games that can be addictive. Many people who involve themselves in the sports can get addicted to them in the case where there are structures that enhance their engagement in the games and tournaments. The customer can easily be engaged when the sports have aspects of addiction that can come as a result of elements of reward. The Chinese video game industry is worth millions of dollars and needs to keep the customers in order to enhance the flow of profits and growth of the e-games through addictive tournaments. E-tournaments do engage customers and make the games addictive because of the continuous engagement in the same and the rewards that come from customer performance. Gaming is a popular TV sport in Korea with channels, leagues, teams, superstar players dedicated, adoring opportunities of multinationals and female fans have ignored. Ongagemenet, the first cable TV channel solely devoted to online gaming, celebrated the 10th anniversary of the Star League, which was a testament to the popularity and longevity of a phenomenon of TV gaming that is popularly known as e-sports. The popularity of a single platform of a game, Starcraft has swept the Korean nation...
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...Why does stakeholder engagement matter? Stakeholder engagement is considered to be important for the long -term success of the business. Nowadays more businesses are concerned about collaboration since they realize that emotions play a great role in determining business outcomes. In recognizing this, they tend to use more communication strategies aimed at engaging their customers more broadly and deeply. Here’s a map showing the significant impact of that stakeholder engagement events have on customer perception. http://www.coleridgeconsulting.co.uk/our-services/stakeholder_engagement_benefits.htm This is how I think about why stakeholder engagement is important: Stakeholder engagement displays the willingness to listen. It enables two-way communication which not only provides information but also seeks new inputs to the system. By receiving more information from customers, it leads to effective decision making by addressing possible problems in advance. Stakeholder engagement help managing business risks. Stakeholder engagement shifts from individual to shared responsibility. It turns opposition into support that helps building emotional connection to the organization and create organisational loyalty. By understanding how people are motivated, it allows the company to more easily identify new solutions that get greater stakeholder buy in. Moreover, when people feel be engaged, they are willing to put extra effort towards the business that they trust or...
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...LEARNING’S ROLE IN EMPLOYEE ENGAGEMENT You often know it when you walk into a place of business. You can tell who is bored, distracted or unhappy. And you can tell who is focused, invested and engaged. Most employers prefer the latter type of employees, of course, because they tend to work harder, be more productive, provide better customer service, and are often just more fun to work with. But determining how to engage employees is a major challenge. The business literature provides few sure-fire, easy-toimplement ways of increasing employee engagement. With this challenge in mind, the American Society for Training & Development (ASTD) commissioned the Institute for Corporate Productivity (i4cp) to conduct a survey and develop a study on employee engagement. “Learning’s Role in Employee Engagement” was sponsored by Dale Carnegie Training. The goal was to gain an overview of engagement in today’s workplace and to find out how organizations can boost engagement levels, with a particular focus on learning’s role in the process. The final report is based on survey responses from 776 HR and learning executives and an extensive review of the workplace literature. The results were intriguing. The research team found that engagement truly is an issue of major significance to most organizations, which is probably related to the fact that the average organization has some serious engagement problems. Only about a third of the average respondent’s workforce is highly engaged, and nearly...
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...The Project Report Sahina Puri & Neha luthra Western International University Res 600 Graduate Research Methods Mrs Shilpi Jain 05 Th March 2010 Table of Contents Acknowledgement..................................................................................................................3 Executive Summary.................................................................................................................4 Introduction.............................................................................................................................5 Explanation of variables...........................................................................................................6 Hypothesis................................................................................................................................7 ACKNOWLEGDEMENT We would like to express our gratitude to all those who gave us the possibility to complete this project special thanks to our Faculty Prof.Shilpi Jain who gave us all support to complete this project and gave us all the possible knowledge regarding the subject which has helped us in understanding Business Research in much depth. ...
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...Finance professionals have to master the art of good communication skills or their technical expertise will be redundant, says Peter Shaw sk any senior executive what they think makes an effective finance professional and they will talk about the themes of clear judgment and effective communication. Rigorous financial analysis and discipline are essential but not sufficient. The senior leader in any business wants to work with finance professionals whom they trust as competent but can also understand. Often the rhetoric is about rigour, thoroughness, accountability and professionalism. But if communication doesn't happen well, all those wonderful professional skills can become sidelined and irrelevant. The consistent picture is that the finance professional who can communicate effertively becomes a crucial and influential part of a leadership team. The finance A professional who doesn't communicate well is regarded as a necessary evil, an encumbrance, a tedious part of the process and a bore. The finance professional can either be at the centre where they are influential, engaged and vital to success, or they can become sidelined and, at worst, regarded as a liability because of their inability to connmunicate with stakeholders. So how is this best avoided? The finance professional has so much to offer. Key principles are about clarity, curiosity, thinking through consequences and being corporate. Clarity Clarity is about effective preparation, identifying key points...
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...Group (H.O.G) program by giving a one year free H.O.G membership to their customers, this program would make the new members active with their Harley and keep the company close to its customers. In the subsequent year, if they renewed their membership, the members could continue to enjoy various discount and benefits such as invitations to events, for example short rides, major destinations rides, charity functions as well as new bike model launches. Harley-Davidson position the brand very well by locate the brand in the minds of consumers to maximize the potential profits to the firm. As we are aware, positioning a product is an important process to design a company’s products or services and image to occupy a distinctive place in the mind of the target market (Iacobucci 2015). H.O.G program provides a platform for the owners “to ride and have fun”. This creates a community among H.O.G chapters in different countries for the Harley lovers to share their passion. Outing of a group of Harley riders is a time to create bonding and portray the image of freedom and adventure. As a result, membership of H.O.G increased over the years, not only men but also women. H.O.G also organize events for children and other family members. The activities make Harley-Davidson a desired brand that people would like to associate with as it is linked to an aspirational lifestyle. Another extraordinary customer experience would be H.O.G organized charity event regularly during rally....
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...product exposure by addressing engagement gap and leveraging customers' social networks: The scale of engagement with gaming is enormous; gamification expert Ethan Mollick states over eight billion hours was spent playing Angry Birds last year alone. Thus, gamification can be used to provide an avenue for a large volume of potential customers to intensely interact and engage with our product, thereby increasing the product's exposure and the opportunity for this exposure be shared within social networks in a variety of ways. The U.S. cable channel USA Network’s implementation of the gamified website "Club Psych" for the show Psych serves as an example of this, as it resulted in a 130% increase in website page views and 300,000 shares of content socially on Facebook for challenges, allowing 40 million viewers exposure to that content, thereby illustrating enhanced engagement and exposure. Reach our target market of the 18-35 age bracket, including women: Gamification expert Bing Gordon claims that for individuals born after 1971, gaming actually influences their worldview and even their interactions. Moreover, research conducted by the Entertainment Software Association shows the average gamer is 30 years old and almost half of all gamers today are women, which shows gamification can help us reach our target demographics. Increase sales and help us grasp more than a 10% market share of this ready-to-eat segment by motivating customers: Psychology, sociology, and...
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...brands that have excelled in establishing this brand identification amongst its customer base. One method in which companies can further establish this brand identification is by engaging the customer with brand interaction. Nike is a contemporary brand that fully utilizes customer interaction and engagement to promulgate its brand culture. Customer interaction and engagement with the brand leads to effects that are echoed by the authors of this week’s readings concerning brand culture and user commodification. Lee and Klein identify that brands conjure up emotions in consumers and that is what influences their purchasing decisions, as a result of the brand identification established. Nike is able to emotionally tie its customers to its brand by allowing its customers to fully engage with its brand through the ways in which customers can interact with its products and product development. The NikeID program is an example of how Nike allows customers to interact and engage with its brand. Nike allows customers to design their own shoes and accessories, including bags, backpacks, and clothing. In some circumstances, Nike uses this program to challenge customers to create designs that it might market on large scale. By allowing customers to design their own products (within the parameters allowed by Nike, of course), customers feel empowered and are further attached to the Nike brand. The customer can tailor the product to fit its...
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...to get people to answer the survey * Difficult to establish a good customer relationship with the Carmex consumers b) Advantages: * Enable Carmex to enhance the connections with the Carmex Facebook audience by creating a good business-to-customer relationship. * Obtain quick response and reliable results within minutes from consumers that are already interested in Carmex. * Little to no cost needed to do a survey on Facebook because it is a well-known social networking site used by millions of people. * Targets the specific market that already knows of Carmex Disadvantage: Data gathered is not very statistically valid and may face competition from other competitors on Facebook 2) a) On a Facebook brand page, “engagement” measures how active its Facebook audience is with a specific brand through activities like posting a comment, liking a status or by replying to one of the posts on brand page. In contrast, “likes” measures the number of new “likers” and it other words, the size of the brand’s Facebook audience. b) For Carmex, the “engagement” is more likely to be more important because “likes” can be obtain easily through contests and promotions but these people may not actually be fans of the Carmex product. Carmex are looking for people who actually like Carmex and are willing to engage and that will help them conduct their research efficiently. 3) a) “Engagement” : * Connecting to the Facebook audience by posting quality content...
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...------------------------------------------------- Wiley (2012:2) identifies employee engagement as: 'The extent to which employees are motivated to contribute to organisational success, and are willing to apply discretionary effort to accomplishing tasks important to the achievement of organisational goals'. In contrast to this Swarnalatha and Prasanna (2013:52) claim that: 'Employee Engagement is a measurable degree of an employee's positive or negative emotional attachment to their job, colleagues and organisation that profoundly influences their willingness to learn and perform is at work'. This description opposes that engagement is distinctively diverse from employee motivation, organisational culture and employee satisfaction. The reality is that there is no one agreed definition of employee engagement as there are over 50 definitions that all have variations between them. Although recent reviews by researchers show that there is a similarity in the key components of the varied definitions, these common components that are acknowledged include employee association with organisational goals and a compliance to exert discretionary effort, commitment, enthusiasm for work and organisational pride (Schneider et al, 2009). In the recent years there has become a gradual interest in employee engagement. Firstly the reasons for this is the correlation with organisational performance. By improving employee engagement it can beneficial to companies in order to improves its organisational performance...
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...Facebook. Make sure your business can be found on desktop and on mobile. It’s easier than ever to get started. It all starts with your Facebook Page A Facebook Page allows you to be found by your existing and potential customers and to tell the story of your business. To build your Page or update an existing Page take the following easy steps: Go to www.facebook.com/pages and click the ‘Create Page’ button on the top right Choose the category most suitable for your business and complete your address and contact details Select an engaging and relevant profile picture which will represent your business all across Facebook Complete the ‘About’ section to describe your business, products and services Select a unique URL for your business by visiting www.facebook.com/username Use the ‘Build Audience’ option to start building your fan base by inviting your personal contacts, employees and customers to like your Page Be Found on News Feed News Feed is the home page on Facebook where people see updates from the friends and businesses they are connected to and spend 40% of their time. To ensure your business can be found on News Feed you can: Plan out your Page posts in advance, aim to post at least 1-2 times per week Include videos and images to drive engagement with your fans, making your posts more likely to show in News Feed Promote important posts to fans and friends of fans across Facebook Be Found on Nearby and Graph Search The Nearby feature on the Facebook mobile app...
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...better responses. Some disadvantages is that not all households have Internet access, if the survey is sent via email, it may be considered junk mail. Also, some people just fill out the surveys to get the promotional offer and will just fill out anything. b. Facebook: Since it is social media, people get on there for other reasons. Irrespective survey outcome, customer, base in retained. The people that fill out the facebook surveys actually know the products, they aren’t just completing for the free stuff, and the information doesn’t get lost in spam emails. Some disadvantages of surveys are the broad consumer base risk. There are no new consumers as part of the survey. 2 (a) On a Facebook brand page, what are “engagement” and “likes” really measuring? (b) For Carmex, which is more important and why? a. On Facebook, “engagement” shows how active the audience is with specific brands. (Comments, replying, etc.) “likes” measures the about of new likers of a brand. b. Carmex: engagements are more important then likes because you can have people “like” pages with promotions. 3 (a) What evokes consumers’ “engagement” on a brand page on Facebook? (b) What attracts consumers to “like” a brand page on Facebook? a....
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