Social media marketing

1. Customer Experience, Engagement
and Social Media
Presented By Shivendra verma & Harsh kumar singh

2. Table of
Content
Abstract
Introduction
Customer engagement features
Five levels of social media management
Social media strategies
Conclusion

3. Abstract
Smart trends and technologies have increased connectivity and
collaborative efforts between businesses and their customers
across all industries. Organizations continue to invest in social
media in the hope that it will help their sales representatives
improve customer engagement. And also customer trust on social
media platforms. People spend a lot of time on social media so its
a better way to interact with customers easily. Scholarly studies
of the use of social media in today's marketplace have supported
the growth and adoption of such technology; however, much
more research is needed. This article will look at the social media
drivers that are used for customer engagement. The study also
looks into social media marketing strategies for customer
engagement. Furthermore, this research also explores social
media marketing strategies for customer engagement.
Furthermore, this research also explores social media marketing
strategies for customer engagement. The conceptual nature of
the study is supported by secondary sources, which are collected
from all possible sources including websites and books.
Learn More

4. Introduction
The concept of social media (SM) has been at the top of the agenda for many
business executives. Decision makers, as well as consultants, try to identify ways in
which companies can take advantage of applications such as Wikipedia, YouTube,
Facebook, Twitter, etc. Traditionally, consumers used the Internet only to consume
content: they read it, they watched it, and they used it to buy products and services.
This represents a social media phenomenon, which can now significantly affect a
firm's reputation, sales, and even survival. Yet, many executives avoid or ignore
this form of media because they do not understand what it is, the different forms it
can take, how to engage with it, and how to learn. Customers engage in a variety of
social media behaviors such as surfing, engaging, sharing information, and
soliciting that inform them about a product/service offering and influence their
brand knowledge and purchase. Social media is viewed as a tool that influences
consumer preferences through information access, consciousness, purchase intent,
trust, and post-purchase communication and evaluation. As a result, one of the
most pivotal ways to connect with customers and build a long-lasting, favorable
company reputation is through social media. Customer Engagement is used to
develop experiences that enable businesses to develop stronger and more impactful
relationships with customers.

5. Learn More
Engaging customers necessitates a significant amount of effort and productive
thinking on the part of digital marketers. Companies are now implementing
strategies to engage customers and gain a competitive advantage. Companies
state for customer engagement that-
Engagement is an Ongoing Process
Be Ready to Engage with Customers Now
Engaging Customers Means Focusing the
Business on Customers
Engage in the Conversation First
Engagement Needs New Marketing and
Agency Skills
Engagement is a Team Game
Customer Engagement Features

6. Project 01
Presentations are tools that can be
used as lectures, speeches.
Funded
Level 1: Observing-watching the conversation from afar & simply
"lurking" to decide if a's interesting/valuable enough to join.
Level 2: Following-following the brand in some way, ie, following on
Twitter or Liking on Facebook
Level 3: Engaging interacting in a limited fashion, such as clicking
through to read your content, viewing a video, or Liking a wall post.
Level 4: Endorsing - actively sharing your content with others, Le.
retweeting, sharing via Facebook, etc.
Level 5: Contributing actively participating in the conversation and
interacting with your brand, ie tweeting to your brand, posting on your
Facebook wall, or commenting on a blog post.
The five levels of social media engagement

7. Social Media Strategies for Customer Engagement
Engagement initiatives are increasingly important in anticipating and
meeting customer needs and expectations. Without an effective customer
engagement strategy, no brand building exercise would be complete.
This Figure shows how the company uses various social media drivers
and strategies as inputs to achieve customer engagement through social
media. Today is the era of online customer engagement as most of the
customers spend a significant amount of time on the internet.Online
customer engagement strategies include email marketing, online
forums or blogs, creating a game, live chats, holding an online
contest, social media presence, viral marketing etc.
According to a report, consumer use of social media to discover new
products and brands has increased 43 percent over the past year [21, 22].
As by using social media platforms, customers have the opportunity to
interact with brands anytime and from anywhere. Customers can interact
with brands using social media platforms at any time and from any
location. This encourages customers to interact with the brand, and in
order to improve customer engagement, the company must implement
certain strategies.

8. Conclusion
In India, customer engagement is in its infancy. In today's business
world, this is a profitable strategy for all businesses. Engagement is
becoming increasingly important because it can provide organizations
with a valuable and sustainable competitive advantage. Improving
customer engagement is a priority for businesses these days. Because
customer engagement is linked to customer retention and customer
loyalty, the benefits of using social media for customer engagement and
customer engagement strategies are well understood. There are many
drivers that engage customers through social media, such as brand
community recognition, rewards, up-to-date information, vividness,
brand love, entertainment, among other examples. Finally, the present
study concludes that customer engagement strategies are essential to
customer engagement as engaged customers are more likely to be loyal
customers. Thus, marketing professionals should focus more on
employing innovative customer engagement strategies to engage
customers with the brand and gain a competitive advantage.

9. Thank you Rajkumar Goel Institute Of Technology
for organise this competition for student