This dissertation examines electronic word-of-mouth (e-WOM) in the Portuguese telecommunications industry during an economic crisis. Through netnography of online forums and brand pages, the study analyzed characteristics of consumer-to-consumer communication, the role of price discussions, and perspectives on key aspects like quality, innovation and customer service. Results showed price and quality were highly important factors shaping purchase decisions. The study provided recommendations for operators to improve services, flexibility, and social media engagement to better address consumer needs and enhance performance during economic downturns.
Deloitte and Facebook team up to dissect reams of data, and then tell us that they have found out that "....young mums upload more pics after having their kids..."
Digital Marketing and "Virtual Touch" TechnologyCharmian Solter
The reach and effectiveness of digital marketing caused a decline in the usage of traditional marketing channels, including face-to-face interaction, paving the way for “virtual touch,” social media platforms, video marketing, and real-time chat applications to address consumer demand for authenticity and engagement in today’s digital marketplace.
Four technology super trends and their impact on banking: digital society, big data, everithing joins up, integrity and security.
Customer: convinience, safety, personalization
This is a short version of Social CRM 2010 that shows how the social customer dominates the business ecosystem. It provides multiple examples of what companies are doing about it. AND it has a soundtrack , creative commons licensed music from Maria Daines called Rollin'
The document discusses how digitizing customer care through digital channels like online forums, chat, and social media can provide higher customer satisfaction at lower costs for telecom companies. Some key points:
- A leading mobile operator reduced call center volume by 20% and improved customer satisfaction scores by shifting to digital customer care channels over 8 months.
- Surveys show customers prefer digital channels over traditional ones like phone and email for support and information. A purely digital support journey results in 19% higher customer satisfaction than traditional-only channels.
- Digital channels have much lower costs than traditional phone support. They allow agents to handle multiple queries simultaneously. Savings of over 5 million euros were captured by one mobile operator through digital channels.
This document discusses electronic word-of-mouth (eWOM) and its management by small firms. It provides context on how the internet has changed communication and opportunities for small businesses. The study explored how firms in Europe manage eWOM. Key findings include: firms rely on social interaction with consumers as part of their business model; firms across countries use similar eWOM strategies but neglect consumer motivation; firms are unsure how to initiate and maintain interactions; and firms do not measure eWOM outcomes or appreciate its potential impact. The document proposes a conceptual framework analyzing actors, their motivations to share content, and the role of "community knowledge".
Impact of e commerce on various sectors (Education, Entertainment, Health, Fi...Mamta Bhola
E-commerce is buying or selling of goods and services over the internet that includes a wide range of online business activities
E-COMMERCE has brought the revolution in almost every sector of economy which includes women's /men' s fashion, electronics ,home furnishings, entertainment, health issues, publishing, financial services, education etc.
The document discusses the economics of the media industry and attention. It argues that historically, attention has been relatively abundant, allowing mass media companies to invest more in marketing and gaining attention rather than quality. This was due to barriers that made distribution and retail scarce while attention was plentiful. The dominant strategy was to create blockbuster hits and reuse content across many channels to benefit from marketing economies of scale. However, this led to diminishing returns and a spiral of increasing marketing costs over time as attention became saturated.
Deloitte and Facebook team up to dissect reams of data, and then tell us that they have found out that "....young mums upload more pics after having their kids..."
Digital Marketing and "Virtual Touch" TechnologyCharmian Solter
The reach and effectiveness of digital marketing caused a decline in the usage of traditional marketing channels, including face-to-face interaction, paving the way for “virtual touch,” social media platforms, video marketing, and real-time chat applications to address consumer demand for authenticity and engagement in today’s digital marketplace.
Four technology super trends and their impact on banking: digital society, big data, everithing joins up, integrity and security.
Customer: convinience, safety, personalization
This is a short version of Social CRM 2010 that shows how the social customer dominates the business ecosystem. It provides multiple examples of what companies are doing about it. AND it has a soundtrack , creative commons licensed music from Maria Daines called Rollin'
The document discusses how digitizing customer care through digital channels like online forums, chat, and social media can provide higher customer satisfaction at lower costs for telecom companies. Some key points:
- A leading mobile operator reduced call center volume by 20% and improved customer satisfaction scores by shifting to digital customer care channels over 8 months.
- Surveys show customers prefer digital channels over traditional ones like phone and email for support and information. A purely digital support journey results in 19% higher customer satisfaction than traditional-only channels.
- Digital channels have much lower costs than traditional phone support. They allow agents to handle multiple queries simultaneously. Savings of over 5 million euros were captured by one mobile operator through digital channels.
This document discusses electronic word-of-mouth (eWOM) and its management by small firms. It provides context on how the internet has changed communication and opportunities for small businesses. The study explored how firms in Europe manage eWOM. Key findings include: firms rely on social interaction with consumers as part of their business model; firms across countries use similar eWOM strategies but neglect consumer motivation; firms are unsure how to initiate and maintain interactions; and firms do not measure eWOM outcomes or appreciate its potential impact. The document proposes a conceptual framework analyzing actors, their motivations to share content, and the role of "community knowledge".
Impact of e commerce on various sectors (Education, Entertainment, Health, Fi...Mamta Bhola
E-commerce is buying or selling of goods and services over the internet that includes a wide range of online business activities
E-COMMERCE has brought the revolution in almost every sector of economy which includes women's /men' s fashion, electronics ,home furnishings, entertainment, health issues, publishing, financial services, education etc.
The document discusses the economics of the media industry and attention. It argues that historically, attention has been relatively abundant, allowing mass media companies to invest more in marketing and gaining attention rather than quality. This was due to barriers that made distribution and retail scarce while attention was plentiful. The dominant strategy was to create blockbuster hits and reuse content across many channels to benefit from marketing economies of scale. However, this led to diminishing returns and a spiral of increasing marketing costs over time as attention became saturated.
CRM impacts the entire value chain from marketing & sales to inventory management and the supply chain, to human resources and finance. In the customer ecosystem, the EVC needs to run seamlessly for a customer to be happy. Check this out to find out how that works.
Digital communications 2011 student versionTom Chapman
The document provides an overview of digital communications and marketing trends, including online consumer behavior, search engine optimization, social media, mobile marketing, and performance measurement. Key points covered include definitions of the internet and how it is governed, emerging technologies, drivers of technology change, and the impact and potential of internet marketing.
Press Release Global Consumer Survey Mwc 2012Rob Van Den Dam
The IBM Global Telecommunications Consumer Survey polled over 13,000 consumers in 24 countries. It found that consumers have high expectations and are less loyal as their options increase. Many consumers are budget-conscious and spend more time online and on social media to discuss services rather than contact providers directly. While consumers are loyal to other brands, there is still a gap in how they perceive their communication service providers. The survey also revealed growth in emerging markets, where consumers are adopting mobile and internet technologies more quickly and have high confidence in future spending. However, most unhappy consumers do not complain to their providers, instead telling friends and family about poor experiences.
Report: Integrated marketing communications plan WeveIan Adams
Presentation: http://www.slideshare.net/adamsian3/presentation-integrated-marketing-communications-plan
In this report, an integrated communications strategy will be devised for mobile commerce based on the organisation WEVE, who are a joint venture between EE, telefonica (O2) and Vodafone, the three biggest mobile network providers in the UK.
The document provides an analysis of BlackBerry's position in the smartphone market. It discusses BlackBerry's history of success and recent decline due to failure to innovate and increased competition. The analysis identifies BlackBerry's target market as business professionals and proposes a marketing strategy focused on this segment by appealing to nostalgia and emphasizing the Classic model's productivity features.
This document provides an agenda for the MMA Forum Vietnam on October 25th, 2012. The forum will discuss topics related to mobile marketing trends and opportunities. Speakers will discuss subjects like measuring mobile advertising effectiveness, engaging consumers through mobile, and unlocking the power of mobile and tablet devices. Case studies on mobile marketing campaigns in India, China, and Vietnam will also be presented. The keynote speakers will discuss mobile moments and movements, understanding Chinese mobile audiences, and latest trends in mobile content, targeting and engagement.
The Impact of Owned vs. Paid media April 2017Tom Collinger
The Medill IMC Spiegel Research Center at Northwestern University in partnership with Publicis Media conducted a study on the influence of Paid vs. Owned media on sales. The study looked at media and earnings data for 800 brands across 50 categories. This was a presentation given at the Advertising Research Foundation’s 2017 conference.
Negotium valorem implementing strategy that matters - finalEkoInnovationCentre
The document discusses how businesses are adapting to changing consumer behaviors and trends driven by the COVID-19 pandemic and increasing digitization. It summarizes key shifts in consumer behavior across areas like shopping, work, learning, entertainment, and health. It also discusses how businesses can leverage new opportunities in areas like online retail, entertainment, nutrition, and gaming. Finally, it emphasizes the importance of a customer-centric approach and focusing on customer experience to attract, engage, and monetize customers in the new digital economy.
The document discusses the convergence of technologies and the changing marketing landscape due to increased consumer control online. It provides examples of how industries like music have been disrupted by file sharing and digital distribution. It defines key terms like e-business, e-commerce, and e-marketing, and explains how marketing is becoming more data-driven and customized to individual consumers on a global scale. New technologies will continue to increase consumer control and access to information and entertainment on demand.
Consumer Behavior People In The Marketplace PascaMrirfan
The document discusses how marketing is adapting to the new digital economy. It identifies four major drivers of the new economy: digitization, disintermediation, customization, and industry convergence. Examples are given of how companies are using technologies like customization websites and online marketplaces to adapt. The differences between old and new economy marketing approaches are outlined.
The document provides an overview of outdoor advertising methods used by Vodafone and Airtel in India. It discusses various types of outdoor advertising like billboards, bus shelters, transit advertising, radio advertisements, and alternative media placements. It also provides background information on Vodafone and Airtel, including their histories and expansion over the years to become two of the largest mobile network operators in India. Specific examples of outdoor advertising used by each company are highlighted.
The document discusses the challenges facing newspapers from economic downturn and disruption from the internet. It notes that while all newsmedia companies face economic issues, the problems are most severe for newspapers in the US and UK due to high debt loads. It examines factors unique and not unique to the US/UK newspaper industries, and considers different potential outcomes for newspapers through 2020 depending on the scale of disruption from the internet. The document advocates that newspapers adapt by becoming multi-media providers of audience solutions rather than focusing only on print.
Social networks and digital devices are being used to engage government, businesses and civil society, as well as friends and family. People are using mobile, interactive tools to determine who to trust, here to go and what to buy. At the same time, businesses are undertaking their own digital transformations, rethinking what customers value most and creating operating models that take advantage of what’s newly possible for competitive differentiation. The challenge for business is how fast and how far to go down the road to the eBusiness evolution.
Laura rogan individual assignment - what is ethical internet marketingVeronika Tarnovskaya
This document discusses the concept of ethical internet marketing. It begins by introducing the topic and noting that as the internet has developed as a marketing tool, new ethical issues have emerged without clear guidelines. The document then provides definitions for ethical marketing generally and differentiates between "online" and "offline" marketing. It examines similarities and differences in ethical issues between the two, finding that while some issues are the same, online marketing can exacerbate issues of transparency, consumer vulnerability, and data collection/security due to greater anonymity and lack of regulation online. The document argues marketers must increase self-regulation to reduce the growing "gap" between their practices and consumer expectations in order to maintain trust in internet commerce.
Effects of e commerce to globalization - vice versaFitzerald Lim
The document discusses the ways in which globalization has impacted various aspects of modern society through increased connectivity. It notes that globalization has led to the creation of a global village through technologies that allow for instant information sharing about current events worldwide. This increased awareness and connectivity has facilitated greater social awareness of issues globally as well as more opportunities for personal communication across borders. The document also discusses how globalization has expanded economic opportunities through free trade, global business activities, and pursuit of education and employment abroad.
1) The document discusses how social customer relationship management (social CRM) is shifting power from companies to customers through social media. Customers now have more control over the relationship due to factors like voluntary participation, information control, personal marketing, and increased choice.
2) Case studies of Deutsche Bahn, Nestle, and X Factor show how customers can empower themselves through social media. Deutsche Bahn initially lost control by ignoring customer complaints but regained it through active dialogue. Nestle was unable to control critical information created by customers. Customers also influenced chart positions through social media campaigns.
3) While customers have more power, companies can still influence relationships by actively engaging in dialogue, offering relevant content, and
SMAC and Innovation Transformation covers the topics:
• Innovation
• Leadership Agility
• Leading Organizational Change
• Lean Startup Principles
• SMAC and the Transformation of Innovation
The document summarizes a study conducted by the Economist Intelligence Unit in cooperation with the IBM Institute for Business Value that surveyed nearly 300 marketing executives. The study aimed to understand the issues confronting Chief Marketing Officers (CMOs) in today's business environment. Key findings from the study include:
1) While CMOs see increased customer collaboration/influence and speed of change as major impacts, fewer cited specific digital tools like social media, transparency, and new channels/devices.
2) Many CMOs are divided on the opportunities of social media and uncertain of its relevance despite its importance to customers.
3) CMOs may lack the skills, technologies, data insights and resources needed to effectively execute marketing strategies in response to
This chapter discusses consumer behavior in online exchanges. It outlines the technological, social/cultural, and legal context of internet exchanges. Individual characteristics like age, income, education, and goals affect online behavior. Consumers seek outcomes like connecting with others, enjoyment, learning, and trading when participating in online exchanges.
DunnFord.org_AAA Cell Phones and Driving Research UpdateDunn Ford
The document summarizes research from AAA Foundation on cell phone use while driving. Two national surveys found over half of drivers admit to talking on a cell phone while driving in the past 30 months, and younger drivers aged 25-34 showed the highest rates of cell phone use. Both surveys also found around 15% of drivers admit to reading or sending text messages while driving. However, most drivers believe that hands-free cell phone use is safer despite studies showing no safety difference between hands-free and hand-held use. The AAA Foundation aims to identify traffic safety problems and foster research to address this issue.
This document discusses the influence of world theatre on America. It mentions various theatres from around the world including Russian, Indian, African, Chinese, German, Italian, Greek theatres. It also discusses how different forms of theatre from other parts of the world like dance, opera, Bunraku, and Kabuki have influenced American theatre. The document focuses on key cities and playwrights associated with different theatre traditions and their impact on broadway productions and theatres in America.
CRM impacts the entire value chain from marketing & sales to inventory management and the supply chain, to human resources and finance. In the customer ecosystem, the EVC needs to run seamlessly for a customer to be happy. Check this out to find out how that works.
Digital communications 2011 student versionTom Chapman
The document provides an overview of digital communications and marketing trends, including online consumer behavior, search engine optimization, social media, mobile marketing, and performance measurement. Key points covered include definitions of the internet and how it is governed, emerging technologies, drivers of technology change, and the impact and potential of internet marketing.
Press Release Global Consumer Survey Mwc 2012Rob Van Den Dam
The IBM Global Telecommunications Consumer Survey polled over 13,000 consumers in 24 countries. It found that consumers have high expectations and are less loyal as their options increase. Many consumers are budget-conscious and spend more time online and on social media to discuss services rather than contact providers directly. While consumers are loyal to other brands, there is still a gap in how they perceive their communication service providers. The survey also revealed growth in emerging markets, where consumers are adopting mobile and internet technologies more quickly and have high confidence in future spending. However, most unhappy consumers do not complain to their providers, instead telling friends and family about poor experiences.
Report: Integrated marketing communications plan WeveIan Adams
Presentation: http://www.slideshare.net/adamsian3/presentation-integrated-marketing-communications-plan
In this report, an integrated communications strategy will be devised for mobile commerce based on the organisation WEVE, who are a joint venture between EE, telefonica (O2) and Vodafone, the three biggest mobile network providers in the UK.
The document provides an analysis of BlackBerry's position in the smartphone market. It discusses BlackBerry's history of success and recent decline due to failure to innovate and increased competition. The analysis identifies BlackBerry's target market as business professionals and proposes a marketing strategy focused on this segment by appealing to nostalgia and emphasizing the Classic model's productivity features.
This document provides an agenda for the MMA Forum Vietnam on October 25th, 2012. The forum will discuss topics related to mobile marketing trends and opportunities. Speakers will discuss subjects like measuring mobile advertising effectiveness, engaging consumers through mobile, and unlocking the power of mobile and tablet devices. Case studies on mobile marketing campaigns in India, China, and Vietnam will also be presented. The keynote speakers will discuss mobile moments and movements, understanding Chinese mobile audiences, and latest trends in mobile content, targeting and engagement.
The Impact of Owned vs. Paid media April 2017Tom Collinger
The Medill IMC Spiegel Research Center at Northwestern University in partnership with Publicis Media conducted a study on the influence of Paid vs. Owned media on sales. The study looked at media and earnings data for 800 brands across 50 categories. This was a presentation given at the Advertising Research Foundation’s 2017 conference.
Negotium valorem implementing strategy that matters - finalEkoInnovationCentre
The document discusses how businesses are adapting to changing consumer behaviors and trends driven by the COVID-19 pandemic and increasing digitization. It summarizes key shifts in consumer behavior across areas like shopping, work, learning, entertainment, and health. It also discusses how businesses can leverage new opportunities in areas like online retail, entertainment, nutrition, and gaming. Finally, it emphasizes the importance of a customer-centric approach and focusing on customer experience to attract, engage, and monetize customers in the new digital economy.
The document discusses the convergence of technologies and the changing marketing landscape due to increased consumer control online. It provides examples of how industries like music have been disrupted by file sharing and digital distribution. It defines key terms like e-business, e-commerce, and e-marketing, and explains how marketing is becoming more data-driven and customized to individual consumers on a global scale. New technologies will continue to increase consumer control and access to information and entertainment on demand.
Consumer Behavior People In The Marketplace PascaMrirfan
The document discusses how marketing is adapting to the new digital economy. It identifies four major drivers of the new economy: digitization, disintermediation, customization, and industry convergence. Examples are given of how companies are using technologies like customization websites and online marketplaces to adapt. The differences between old and new economy marketing approaches are outlined.
The document provides an overview of outdoor advertising methods used by Vodafone and Airtel in India. It discusses various types of outdoor advertising like billboards, bus shelters, transit advertising, radio advertisements, and alternative media placements. It also provides background information on Vodafone and Airtel, including their histories and expansion over the years to become two of the largest mobile network operators in India. Specific examples of outdoor advertising used by each company are highlighted.
The document discusses the challenges facing newspapers from economic downturn and disruption from the internet. It notes that while all newsmedia companies face economic issues, the problems are most severe for newspapers in the US and UK due to high debt loads. It examines factors unique and not unique to the US/UK newspaper industries, and considers different potential outcomes for newspapers through 2020 depending on the scale of disruption from the internet. The document advocates that newspapers adapt by becoming multi-media providers of audience solutions rather than focusing only on print.
Social networks and digital devices are being used to engage government, businesses and civil society, as well as friends and family. People are using mobile, interactive tools to determine who to trust, here to go and what to buy. At the same time, businesses are undertaking their own digital transformations, rethinking what customers value most and creating operating models that take advantage of what’s newly possible for competitive differentiation. The challenge for business is how fast and how far to go down the road to the eBusiness evolution.
Laura rogan individual assignment - what is ethical internet marketingVeronika Tarnovskaya
This document discusses the concept of ethical internet marketing. It begins by introducing the topic and noting that as the internet has developed as a marketing tool, new ethical issues have emerged without clear guidelines. The document then provides definitions for ethical marketing generally and differentiates between "online" and "offline" marketing. It examines similarities and differences in ethical issues between the two, finding that while some issues are the same, online marketing can exacerbate issues of transparency, consumer vulnerability, and data collection/security due to greater anonymity and lack of regulation online. The document argues marketers must increase self-regulation to reduce the growing "gap" between their practices and consumer expectations in order to maintain trust in internet commerce.
Effects of e commerce to globalization - vice versaFitzerald Lim
The document discusses the ways in which globalization has impacted various aspects of modern society through increased connectivity. It notes that globalization has led to the creation of a global village through technologies that allow for instant information sharing about current events worldwide. This increased awareness and connectivity has facilitated greater social awareness of issues globally as well as more opportunities for personal communication across borders. The document also discusses how globalization has expanded economic opportunities through free trade, global business activities, and pursuit of education and employment abroad.
1) The document discusses how social customer relationship management (social CRM) is shifting power from companies to customers through social media. Customers now have more control over the relationship due to factors like voluntary participation, information control, personal marketing, and increased choice.
2) Case studies of Deutsche Bahn, Nestle, and X Factor show how customers can empower themselves through social media. Deutsche Bahn initially lost control by ignoring customer complaints but regained it through active dialogue. Nestle was unable to control critical information created by customers. Customers also influenced chart positions through social media campaigns.
3) While customers have more power, companies can still influence relationships by actively engaging in dialogue, offering relevant content, and
SMAC and Innovation Transformation covers the topics:
• Innovation
• Leadership Agility
• Leading Organizational Change
• Lean Startup Principles
• SMAC and the Transformation of Innovation
The document summarizes a study conducted by the Economist Intelligence Unit in cooperation with the IBM Institute for Business Value that surveyed nearly 300 marketing executives. The study aimed to understand the issues confronting Chief Marketing Officers (CMOs) in today's business environment. Key findings from the study include:
1) While CMOs see increased customer collaboration/influence and speed of change as major impacts, fewer cited specific digital tools like social media, transparency, and new channels/devices.
2) Many CMOs are divided on the opportunities of social media and uncertain of its relevance despite its importance to customers.
3) CMOs may lack the skills, technologies, data insights and resources needed to effectively execute marketing strategies in response to
This chapter discusses consumer behavior in online exchanges. It outlines the technological, social/cultural, and legal context of internet exchanges. Individual characteristics like age, income, education, and goals affect online behavior. Consumers seek outcomes like connecting with others, enjoyment, learning, and trading when participating in online exchanges.
DunnFord.org_AAA Cell Phones and Driving Research UpdateDunn Ford
The document summarizes research from AAA Foundation on cell phone use while driving. Two national surveys found over half of drivers admit to talking on a cell phone while driving in the past 30 months, and younger drivers aged 25-34 showed the highest rates of cell phone use. Both surveys also found around 15% of drivers admit to reading or sending text messages while driving. However, most drivers believe that hands-free cell phone use is safer despite studies showing no safety difference between hands-free and hand-held use. The AAA Foundation aims to identify traffic safety problems and foster research to address this issue.
This document discusses the influence of world theatre on America. It mentions various theatres from around the world including Russian, Indian, African, Chinese, German, Italian, Greek theatres. It also discusses how different forms of theatre from other parts of the world like dance, opera, Bunraku, and Kabuki have influenced American theatre. The document focuses on key cities and playwrights associated with different theatre traditions and their impact on broadway productions and theatres in America.
DunnFord.org_2009 AAA Traffic Safety IndexDunn Ford
The 2009 Traffic Safety Culture Index Survey was conducted by the AAA Foundation for Traffic Safety to investigate the public's traffic safety knowledge, attitudes, behaviors, and experiences. The survey was a random telephone sample of over 2,500 U.S. residents that found a majority of drivers feel less safe than 5 years ago, often citing distracted driving. Specifically, texting was seen as the second most serious threat after drinking, and over 65% admitted to talking on a cell phone while driving in the past month. The AAA Foundation is a 501(c)(3) nonprofit focused on traffic safety research and education.
Anne Bradstreet was the first female American poet published in the 17th century. As a Puritan woman, she defied social norms by pursuing poetry despite expectations that women be housewives and mothers. Mary Eliza Mahoney was the first African American nurse, graduating in 1879 and helping raise the status of nursing. Alice Stebbins Wells became the first female police officer in the United States in 1910 in Los Angeles, expanding women's roles in law enforcement. Bessie Coleman was the first African American woman pilot, earning her international pilot's license in 1921 after being denied flight training in the US due to her gender and race. Hillary Clinton served as the first female Secretary of State from 2009 to 2013 and has been a pioneering
Singapore maintains diplomatic relations with other countries through organizations like the United Nations (UN) to promote common interests, resolve conflicts, and address international issues. As a UN member, Singapore has participated in UN conferences and initiatives focused on law of the sea, peacekeeping, and security council duties. Membership provides Singapore social, economic, and political benefits like developing international relationships and voicing opinions on world affairs, while helping Singapore obtain assistance and resources to address limitations from its small size and lack of natural resources.
Singapore maintains diplomatic relations with other countries through participation in international organizations like the United Nations. As a UN member, Singapore has contributed personnel to UN peacekeeping missions and was elected to the UN Security Council for a term. Membership in the UN benefits Singapore by facilitating relationships with other nations, providing economic and social development assistance, and allowing Singapore to have a voice in global affairs despite its small size. Maintaining international relations through groups like the UN is important for Singapore's interests in obtaining resources, talents, and crisis assistance given its limited natural resources and population pool.
The document contains several short exercises about natural disasters, ways of walking, collocations, and parts of a television.
Exercise 1 asks to fill in blanks with words related to natural disasters like earthquake, volcanic eruption, hail, storms. Exercise 2 asks to name parts of a television. Exercise 3 provides drawings to replace with ways of walking like walking, falling, limping, peering. Exercise 4 gives partial words to complete collocations about becoming extinct, reducing waste, habitat destruction, wasting electricity, fossil fuels burning, balance of nature.
El documento describe una serie de 4 pinturas de Picasso tituladas "Acrobatas" que representan grupos crecientes de acróbatas, comenzando con 2 y terminando con 4.
The document discusses several ways that technology is changing the marketing landscape. It notes that advances in technology allow companies to manage large volumes of customer data, but this raises privacy concerns. It also explains that the typical family unit is becoming less common and marketing must adapt to changing social roles. Customers now expect instant responses and their tastes are changing rapidly, making it difficult to categorize them into segments. The document advocates constantly monitoring changes in both the internal and external environment to cope with changing marketing conditions.
Solvay is a Belgian chemical company that produces products serving diversified markets worldwide. The company's vision is to lead the global chemical industry by developing sustainable chemistry solutions. Solvay uses social media like Twitter, Facebook, LinkedIn and YouTube to communicate with customers and improve its brand reputation. The company is also implementing new technologies like the internet of things and augmented reality in its manufacturing processes. While Solvay was previously active in e-marketplaces, it is now reevaluating its e-commerce strategy and tools.
Deloitte UK / Facebook : a people based telecom business - breathing new lif...yann le gigan
A people-based telecom business : Breathing new life into segmentation strategies
Deloitte UK / Facebook - March 2015
http://www2.deloitte.com/content/dam/Deloitte/uk/Documents/technology-media-telecommunications/deloitte-uk-a%20people-based-telecom-business%20-%20Breathing-new-life-into-segmentation-strategies.pdf
This document discusses 5 key marketing challenges facing industries during the COVID-19 pandemic: 1) Responding to economic recession by focusing on online marketing and value, 2) Adapting to increased e-commerce by improving digital availability and packaging, 3) Engaging homebound consumers by enhancing home lifestyle marketing, 4) Succeeding in a closed digital landscape dominated by big tech platforms, 5) Structuring marketing for increased volatility by focusing on purpose and diversity/inclusion. The document also provides insights from marketing professionals on strategies for addressing each challenge.
Digitizing customer care through effective digital customer care (eCare) initiatives can significantly improve customer satisfaction while lowering costs for telecom companies.
McKinsey research found that telecom operators who employed successful eCare strategies saw a 20% reduction in call center volume within 8 months, lowering costs significantly while improving customer satisfaction scores. A survey also found that customers who resolved issues entirely through digital channels reported satisfaction levels 19 percentage points higher than those who used traditional channels.
Implementing eCare effectively requires understanding customer care journeys across channels in order to identify pain points causing customers to switch from digital to traditional channels prematurely. Telecom operators must also strengthen digital options and drive awareness of eCare capabilities in order to boost adoption
(Graham Brown mobileYouth) Mobile Youth Workshop Q3 2008Graham Brown
Summary of my Understanding Mobile Youth Workshop @ <a>The Prepaid Mobile Summit IIR 22-25 September 2008 in Prague</a>.
Note includes extensive videos not available on PPT file. Head to http://www.mobileyouthnet.com to view on the street videos of mobile youth
The document summarizes key concepts from Chapter 1 of the book "Marketing 4.0". It discusses how increased connectivity has led to power shifts where customers now have more influence than brands. It also describes how connectivity has transformed customer behavior and led to the rise of online communities. Specifically, it notes how power has shifted from exclusive to inclusive, vertical to horizontal, and individual to social forces. Brands must now view customers as peers in online communities rather than just targets. The implications for marketing strategy formulation are that brands must engage with online customer groups and communities.
(Graham Brown mobileYouth) Mobile Youth Presentation to Telenor Djuice Oct 2008Graham Brown
Presentation by Graham Brown of MobileYouth.org to Telenor Djuice focusing on Youth trust, increasing customer loyalty and key factors required by a mobile brand to create relevant dialogue
The document discusses the key concepts of digital business and e-commerce. It defines digital business as how technology can benefit all internal business processes and interactions with third parties, including both buy-side and sell-side e-commerce. Sell-side e-commerce involves electronic transactions between an organization and its customers, while buy-side involves transactions between an organization and suppliers. Digital marketing involves investment across six key digital media channels to influence consumers. The document also examines how the strategic assumptions around customers, competition, data, innovation and value have shifted from the analog to digital age.
Digital Marketing in Banking: Evolution and RevolutionCognizant
Proving the effectiveness of bank marketing strategies beyond brand-building has always been a challenge. Now, several converging forces may help propel marketing forward as a revenue source rather than a cost center.
E-strategic management involves the formulation and implementation of major goals and initiatives based on an assessment of internal and external environments. E-strategy is the process of creating or modifying a business model for e-business through a sustainable and financially viable model. E-business is the business use of the internet that provides a business benefit like increased revenue or reduced costs. E-commerce involves digital transactions between organizations and individuals using the internet, while e-business refers to digitally enabling internal firm processes and systems. Unique features of e-commerce technology include ubiquity, global reach, universal standards, richness, interactivity, information density, personalization, social technology, and omnichannel experiences.
Digital Australia Monthly Update - March 2014Damus Chu
This is the 2nd edition of DAMUS. Pug Life has summarised a very busy month of training & research for marketers in Australia in under 20 slides.
This includes key-points from over 8 hours of research and training across: 1) Google Partners Master Class Workshop, 2) Sales Force 1 World Tour, 3) Roy Morgan State of The Nation, 4) Nielsen Digital Landscape and finally 5) Sizmek's Global Digital Benchmarks for 2013.
If you require a digital expert to help you run your digital campaigns, please contact me on damus@puglifeadsolutions.com.au or follow me on Facebook, LinkedIn, Twitter or Google+.
Thanks for visiting.
This document discusses digital transformation and how businesses can reshape their customer value propositions and operating models to succeed in today's digital world. It covers the forces driving digital transformation like mobility, social media, and "hyper-digitization". Businesses can take one of three paths to transformation: 1) focus on digitizing operations first before the customer value proposition, 2) enhance the customer value proposition with digital offerings before transforming operations, or 3) transform the customer value proposition and operating model simultaneously. The document provides examples of how companies can enhance, extend, or redefine their customer value propositions to better meet customer expectations in the digital age.
The document discusses business models and strategies for social and web media. It outlines several objectives: examining reasons for media financial recession; proposing models for sustainable competitive advantage through micropayments, new advertising approaches, and innovative distribution; and exploring new economic strategies like long tail economics, tipping points, crowd-sourcing, and mesh company strategies. The document also reviews relevant literature and outlines an agenda covering topics like the increasing influence of social media and decreasing influence of old media.
A general report that looks at the communication and marketing trends happening in the market. Report covers both technology factors and consumer trends, and how these two areas are converging like never before.
Understanding Online Consumer Purchase Behaviour for Varied Consumer Clusters...inventionjournals
: We are living in a digital age. The wave of digitalisation is in full swing to make its presence felt
in every sphere of life. It has not just challenged the geographical limitations narrowing the gaps between the
places that are situated faraway from each other and made the life easier with huge number of facilities but has
also influenced our attitudes and values. In such a situation, online shopping has started emerging as a popular
shopping option among urban and modernised consumers. Not all the consumers show similar trends while
using ecommerce. People of different clusters have different comfort zones as far as online shopping behaviour
is concerned. Product preferences vary with a change in demographics. Level of satisfaction is also different for
different set of consumers. Though window shopping is no longer an alien concept even for the internet
immigrants, purpose of use is certainly different for every age group. Literatures reveal that the attractive
features of the medium have tempted many researchers from time to time to throw light on lesser known areas
but there is still much to be explored. This paper is an endeavour to study about the potential of the medium to
market consumer electronics analysing in details the electronic shopping behaviour of different age groups. A
random survey has been conducted among the people of the age group of 19 – 35 (n – 100) and the samples
have been divided into four groups 19 – 22, 23 -26, 27 – 30 and 30 – 35. Reactions have been studied through
a questionnaire containing close ended questions. Analysis of data has been done through data graphs
E-commerce involves the exchange of digitized information between parties using technology. It includes both intra-organizational and inter-organizational activities that support marketplace exchanges. As the senior e-commerce manager, one must understand various disciplines and infrastructure to provide strategic vision, set goals, and ensure performance across marketing, technology, capital, media, and public policy. Key challenges include understanding customer evolution, changing technologies, balancing expectations, integrating online and offline activities, and identifying competitive advantages.
Fixed-mobile convergence, communities and the challenges of subscriber base (and revenue) protection. The role of Web 2.0 business principles and techniques.
THE COMPUTABLE ECONOMY AND THE TOKENIZATION OF CONSUMER EXPERIENCE.pdfLiveplex
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THE COMPUTABLE ECONOMY AND THE TOKENIZATION OF CONSUMER EXPERIENCE.pdf
Dissertation Presentation
1. A STUDY ABOUT E-WOM ON AN ECONOMIC CRISIS CONTEXT:
THE CASE OF TELECOMMUNICATIONS
Hugo Miguel Fidalgo Ferreira
Dissertation submitted as partial requirement for the conferral of
Master in Marketing
Supervisor: Prof. Dr. Hélia Pereira
ISCTE-IUL, Marketing, Operations and General Management Department
April 2014
2. E-WOM ON AN ECONOMIC CRISIS CONTEXT
TELECOMMUNICATIONS
Index
I. Introduction
II. Theoretical Framework
III. The Telecommunications’ Industry
IV. Methodology
V. Main Results
VI. Principal Conclusions and Recommendations
3. E-WOM ON AN ECONOMIC CRISIS CONTEXT
TELECOMMUNICATIONS
Chapter I - Introduction
Importance of the subject in study
• The impact of the US financial crisis all over the world
• Financial crisis turned into a global economic downturn
• Dramatic change of reality to fragile economies
• New consumers’ shopping habits
• At the same time, “disconnection” is not an option for consumers
• However, consumer loyalty to telecom operators has decreased
“Particularly in the telecommunications industry, switching providers even from within continuous contract
relationships is easy and companies struggle to retain their customers”
(Karjaluoto et al., 2012: 636)
4. E-WOM ON AN ECONOMIC CRISIS CONTEXT
TELECOMMUNICATIONS
Chapter I - Introduction
Research Problem
The centrality of “change” in contemporary consumption of telecoms:
• Change in the economic context;
• Change in the ways consumers get information from;
• Change in the telecommunications’ industry;
• Change in the consumers’ behavior.
5. E-WOM ON AN ECONOMIC CRISIS CONTEXT
TELECOMMUNICATIONS
Chapter II – Theoretical Framework
Economic Downturn
• The North American financial crisis, a.k.a. “the worst the world has seen since the Great Depression during
1929-33” (Sagemann & Reese, 2011: 22).
• U.S. securities sold to European banks as the reason for triggering the European crisis. Local financial crisis in
Europe contributed to deepen the economic crisis in Europe (Karanikolos et al., 2013; Feldstein, 2012; Glencross, 2014).
• Portugal in the center of the turbulence, as one of the more indebted countries and with higher
unemployment rates (Ureche-Rangau & Burietz, 2013; Dias, 2012; Ali, 2012; Eurostat, 2014b).
• Historically, economic downturns lead companies to decrease marketing investments. However, it had been
demonstrated that reinforcing investment seizes brands’ top market position from competitors (Maddox, 2009;
Rollins et al, 2014; Srinivasan et al., 2005; Mahoney, 2009).
• During the present economic recession → the rising of investment on e-marketing, across industries (Rollins et
al., 2014).
6. E-WOM ON AN ECONOMIC CRISIS CONTEXT
TELECOMMUNICATIONS
Chapter II – Theoretical Framework
The Consumer Behavior
• Human relationships in the center of consumers’ behavior and motivation. Consumers search to solve
specific buying problems + to fulfill their motives of achievement + reduce buying risks (Kassarjian, 1971; Webster
Jr. and Wind, 1972).
• Previously to the recession → times of extravagant shopping. The postmodern human: “Homo
consumericus” (Flatters & Willmott, 2009; Firat, 1997).
• Now, precarity/insecurity affect millions. Disillusionment, sobering and stress. Less money is spent. Price
becomes more important. Purchases are more benefit-driven (Dörre, 2006; Cundiff, 1975; Burroughs & Denton, 1997;
Faganel, 2011; Ang et al, 2000, Lichtenstein et al., 1993).
• Ease of access to information and products → impact on consumers’ level of involvement with products and
brands + decrease on brands’ loyalty (Feldman, 2002; Laurent and Kapferer, 1985; Richard et al., 2010; Flatters & Willmott, 2009).
• Clients in the center of content generation → urgency to understand how to create online trust (Kietzmann et
al., 2011; Shankar et al., 2002).
7. E-WOM ON AN ECONOMIC CRISIS CONTEXT
TELECOMMUNICATIONS
Chapter II – Theoretical Framework
Word-Of-Mouth Communication
• “informal, person-to-person communication between a perceived noncommercial communicator and a
receiver regarding a brand, a product, an organization, or a service” (Harrison-Walker, 2011: 63).
• Concepts of “market mavens”; “price mavenism” and “opinion leaders” (Feick & Price, 1987; Lichtenstein et al., 1993;
Chan & Misra, 1990).
• Impact of WOM and e-WOM depends on consumers’ expertise and motivations upon products (Gupta & Harris,
2010; Park & Kim, 2008).
• Virtual communities and social media platforms as “the most popular, prominent and powerful tools to
disseminate information (…) shape public opinion”; and to influence consumers (Perlmutter & Schoen, 2007;
Thompson, 2003; Senecal and Nantel, 2004; Chevalier and Mayzlin, 2006; Dellarocas, 2006).
• Brand recommendations from friends (61%) and costumer reviews (38%) are the most trusted by consumers
(Mashable, 2013).
• Brands and e-commerce sites reinforcing their presence in social networks; actively interacting with
customers; and increasing satisfaction levels (Goldenberg et al., 2012).
8. E-WOM ON AN ECONOMIC CRISIS CONTEXT
TELECOMMUNICATIONS
• Estimated revenue of market ecosystem = 1,2 billion EUR, almost 2,2% of the global GDP.
• Half the worldwide population is using mobile communications, and growing 7,6% p.a.
• Forecast of 4 billion mobile subscribers in 2018.
• In U.K., the time spent on smartphones is estimated on 128 minutes per day.
• Average Revenue Per User (APRU) declining in every region of the world due to price pressures over
operators and multi-SIM consumers.
(GSMA Wireless Intelligence & A.T. Kearney Analysis, 2013)
Chapter III – The Telecommunications’ Industry
The Global Telecommunications Market
9. E-WOM ON AN ECONOMIC CRISIS CONTEXT
TELECOMMUNICATIONS
Chapter III – The Telecommunications’ Industry
The Portuguese Telecommunications Market
• 10,8 million inhabitants VS 16,7 million active mobile devices (CIA, 2013; ANACOM, 2013c).
• Increasing popularity of “services packs” in double/triple/quadruple/quintuple-play (ANACOM, 2013a).
The four major operators in Portugal:
10. E-WOM ON AN ECONOMIC CRISIS CONTEXT
TELECOMMUNICATIONS
Chapter IV – Methodology
Research Questions
1. What are the characteristics of Consumer-to-Consumer (C2C) communication, within the defined online
platforms, and what may be the outcomes of the observed e-WOM?
2. What is the role and influence of “price” on C2C communications and how is its evolution presented
throughout time?
3. What are the most valuable aspects and solutions for telecommunication consumers, according to the
observed C2C and Consumer-to-Business (C2B) communication?
4. Are telecommunication brands performing the best online practices to enhance their Business-to-
Consumer (B2C) communication, and thus increase their brand equity?
5. What can operators do in order to try to increase their customers' satisfaction levels and, therefore, to
enhance their performance?
11. E-WOM ON AN ECONOMIC CRISIS CONTEXT
TELECOMMUNICATIONS
Chapter IV – Methodology
Netnography
• Exploratory study: opinions of a sample of people who may contribute with ideas/knowledge linked to a
phenomena under investigation (Churchill, 1979).
• Qualitative research: absence of numerical measurement/statistical analysis but which provides “an in-
depth, if necessarily subjective, understanding of the consumer” (Calder 1977: 353)
• Non-participant Netnography: research tool that allows researchers to capture and critically examine “the
education and learning occurring in informal sites of consumer education, especially in online communities”;
in a manner that it is totally naturalistic and entirely unobtrusive (Sandlin, 2007: 288; Kozinets, 2002).
• Periods in which data was collected: 1st – April/May 2013; 2nd – March/April 2014
• Estimated number of direct/indirect observed respondents: {200 – 400}
• Web communities under analysis:
12. E-WOM ON AN ECONOMIC CRISIS CONTEXT
TELECOMMUNICATIONS
Chapter V – Main Results
Main Results from the Investigation
1. What are the characteristics of Consumer-to-Consumer (C2C) communication, within the defined online
platforms, and what may be the outcomes of the observed e-WOM?
• Zwame Forum: Highly involved and informed consumers; very fast responses; technology enthusiasts; brand
ambassadors; fast dissemination of information and high influence of e-WOM.
• Facebook: B2C/C2B interaction focused; e-WOM occurs more through indirect way.
2. What is the role and influence of “price” on C2C communications and how is its evolution presented
throughout time?
• Great importance (and increasing) given to price, across topics and over years;
• Discussions on promotions; discounts; and contracts and negotiations;
• However, “price” was not always the most single important variable for consumers.
13. E-WOM ON AN ECONOMIC CRISIS CONTEXT
TELECOMMUNICATIONS
Chapter V – Main Results
Main Results from the Investigation
3. What are the most valuable aspects and solutions for telecommunication consumers, according to the
observed C2C and Consumer-to-Business (C2B) communication?
• Price + Quality (e.g. Internet speed; connection strength);
• Innovation; Customer Service; Bundling services in packs; and Extra benefits also pointed out.
4. Are telecommunication brands performing the best online practices to enhance their Business-to-
Consumer (B2C) communication, and thus increase their brand equity?
• MEO as the most popular operator on Facebook, sharing multiple types of content. Competitors faced
difficulties on creating engagement; as well as they shared much more limited types of content.
• MEO also as the most “humanized” and sympathetic brand while communicating with consumers.
• MEO and Vodafone use social networks for Customer Service.
14. E-WOM ON AN ECONOMIC CRISIS CONTEXT
TELECOMMUNICATIONS
Chapter V – Main Results
Main Results from the Investigation
5. What can operators do in order to try to increase their customers' satisfaction levels and, therefore, to
enhance their performance?
• To be aware of consumers’ needs and concerns;
• Focus their effort on improving and obtaining the best services and then strategically promote them among
the target (investments on communicating inferior products is not a good strategy);
• Be flexible when dealing with consumers, especially on negotiations;
• Approach subjects outside the company’s boundaries when communicating online;
• Share relevant, valuable and interesting content;
• Provide good customer service through social networks and create bonds with audience.
15. E-WOM ON AN ECONOMIC CRISIS CONTEXT
TELECOMMUNICATIONS
Chapter VI – Principal Conclusions and Recommendations
Theoretical and Business Contributions from the Investigation
• Amplification of empirical knowledge on online discussions of telecommunication consumers, on a crisis
context;
• Fulfillment of gap in literature on the observed research field;
• Disclosure of the importance and influence of “price” and “quality” on shaping shopping decisions;
• Confirmation of price sensitivity and benefit search among consumers – “loyalty” as a frivolous aspect;
• Acknowledgement of e-WOM power on influencing the observed online consumers’ decisions.
• Identification of critical factors for operators to improve performance:
• Price, quality, flexibility, innovation, transparency, seriousness, humanity and sympathy;
• Contribution with detailed information on operators’ actions and performance;
• Providing knowledge for operators to enhance services and to better target investment and marketing
efforts.
16. E-WOM ON AN ECONOMIC CRISIS CONTEXT
TELECOMMUNICATIONS
Chapter VI – Principal Conclusions and Recommendations
Limitations and Suggestions for Future Investigations
• Quantitative study to confirm/revoke conclusions;
• Guarantee that only real consumers are observed and taken into account;
• Extend the study to other countries deeply affected by the economic crisis;
• Revisit the subject in some time from now and observe differences.