互联网时代小微企业口碑营销策略研究

口碑营销是近年来企业进行营销的新的策略之一。随着信息时代的来临,互联网的高速互联为小微企业进行口碑营销提供了新的机遇。互联网时代的营销与传统的营销相比,具有不同的产生机制和作用方式。本文先论述了广西小微企业互联网时代的口碑营销的传播方式,再论证了口碑营销的特点。     

互联网时代的口碑营销

互联网时代的口碑营销,与传统的口碑营销相比,具有不同的产生机制、特点和作用方式,因此其营销策略也是不同的。本文从传播学角度对互联网时代的口碑传播作一分析,并由此提出一系列营销策略。     

论口碑营销及其运作与管理系统的构建

口碑营销是把口碑概念应用于营销领域并以口碑传播为途径的一种新型的市场营销策略或方式,是企业有计划、有组织、有执行、有控制的营销管理过程。随着互联网信息传播应用的不断发展,特别是微博等社交媒体的迅速普及,口碑营销受到人们的高度关注。企业在运用口碑营销这一新型的市场营销策略组织市场营销活动时,有必要构建完善的口碑营销的运作系统和口碑营销的管理系统,以保证口碑营销能真正发挥其巨大的＂正能量＂、＂正效应＂。     

互联网时代的口碑营销

互联网时代的口碑营销,与传统的口碑营销相比,具有不同的产生机制、特点和作用方式,因此其营销策略也是不同的。本文从传播学角度对互联网时代的口碑传播作一分析,并由此提出一系列营销策略。     

刍议口碑营销制胜法宝

现代社会高度发达的信息技术为人们的信息交流提供了多种多样的途径,移动电话、互联网等新兴通讯方式在生活中发挥着越来越重要的作用.企业在开展口碑营销活动过程中,如何才能获得成功呢?本文对口碑营销中的特殊消费者类型、互联网口碑营销、客户宣传、组合口碑传播及树立服务意识等几个亟待关注的问题进行了深入分析,继而提出了口碑营销实施的操作要点.     

网络口碑的传播机制及应用策略研究

随着互联网技术的快速发展,网络口碑已逐渐成为企业的一种有效营销工具.本文在阐述网络口碑内涵和特征的基础上,分析了网络口碑的作用、传播机制及其对消费者购买决策的影响,并进一步给出了企业口碑营销的基本策略.     

互联网时代的口碑营销及应用策略

在互联网时代的发展环境下,企业在进行市场营销策略制定的过程中应当充分发挥口碑营销的优势,让消费者自动传播的产品和服务的良好评价,让人们通过口碑了解产品、树立品牌,从而不断的扩大企业的市场份额最终达到企业销售产品和提供服务的目的。本文主要就互联网时代的口碑营销和应用策略进行研究分析。     

论网络环境下的口碑营销

随着互联网的普及和发展,网络口碑成为消费者和企业关注的热点,同时也给企业的营销活动带来新的活力,网络口碑营销日益成为企业追逐的一种公关和营销手段。本文主要讨论了网络口碑的涵义和特点、并进一步探讨了网络口碑营销的弊端及开展方法。     

浅析新时期传播环境下企业的口碑营销

良好信誉和口碑是企业长期获得顾客的根本保证,在如今互联网及无线应用通讯传播环境下,这种传统营销方式正焕发着新生命力.本文从口碑营销内涵及优势出发,论述了我国企业在实施口碑营销中存在的一些问题,并针对我国企业提出了几点建议.     

网站如何进行网络口碑营销

时下越来越多的企业都热衷于在互联网上构建网站 ,或进行电子商务 ,或进行产品和服务的介绍及企业形象的宣传。与电视、电台、报纸等大众媒体不同 ,互联网具有便宜、高效、互动性等特点 ,是企业进行网络口碑营销的最有效工具。因此 ,企业如何在网络中传播好的口碑 ,进行口碑营销成为了互联网时代营销的焦点。     

Stakeholder theory and internal marketing communications: a framework for analysing the influence of new media

Effective two‐way communication is widely viewed as an essential component of successful internal marketing strategies, yet little research has so far been conducted on the relative merits of different communication media in an internal marketing context. Since the mid‐1990s Internet technologies have revolutionized internal communications in many organizations. However, the impact of these new forms of electronic media on internal marketing communication remains relatively unexamined. This paper draws on stakeholder and communication theories to provide a framework for understanding the dimensions of effective internal marketing communications and presents the results of an empirical study on the relationship between these dimensions and the use of new media in the workplace.     

Referral marketing: Harnessing the power of your customers

The differences between traditional and referral marketing programs are so great that the two share little overlap in terms of appropriate target markets, marketing objectives, marketing organization, and overall planning and implementation strategies. Traditional marketing programs seek advocates among current employees to spread word of mouth, aim marketing efforts at high lifetime-value customers, focus on customer satisfaction, and use promotional programs that heavily rely on social media. In contrast, referral marketing relies on motivating satisfied/delighted customers as a referral base, seeking current customers that can provide referrals with a high lifetime value, using referral-based marketing programs to augment traditional promotions, and developing a compensation system for referrals based on either direct payment or increased visibility. Major advantages of referral marketing programs as compared with traditional marketing programs include greater credibility of friend/family member recommendations over paid advertisements, access to new customers that traditional marketing programs may not reach, and better matching of referred customers’ needs to a good or service. This article presents an eight-step process to develop, implement, and evaluate the success of a referral program. In addition, it discusses academic research findings and presents examples of successful referral program strategies from—among others—Dropbox, Roku, PayPal, Digitalis, and Omaha Steaks.     

“Towards a co-creation framework in the retail banking services industry: Do demographics influence?”

Although many firms profess to adopt a customer-centric approach many are yet to embrace the notion that value is not solely created within the boundaries of the firm, that it is created co-jointly with outside parties. As such, value co-creation has increasing importance in modern marketing, impulsed by Service-Dominant Logic. While co-creation is a hot-topic in the marketing literature, services marketing literature recognizes the impact of demographic characteristics in consumer behavior. However, literature analysing the effects of demographics in co-creations models is very scarce.Therefore, the aim of this paper is to examine a set of outcomes of co-creation (satisfaction, loyalty and WOM) from a customer perspective. More, this research also analyses the potential moderating effect of demographic characteristics such as gender and age in this co-creative framework.The results show that co-creation directly affects customer satisfaction, customer loyalty and WOM. Co-creation also results in increased levels of customer satisfaction, which in turn mediates the effect of co-creation on customer loyalty and positive WOM. Data also reveal different patterns of behavior depending on gender and age.This paper contributes to the understanding of co-creation from a customer viewpoint. Firms should strive to foster co-creation initiatives as this can lead to increased levels of customer satisfaction, more loyal customers and the possibility of attracting new customers through positive WOM by current customers. Customers databases must be segmented for higher levels of marketing campaigns efficiency.     

The multiple effects of service innovation and quality on transitional and electronic word-of-mouth in predicting customer behaviour

In the service industry, word of mouth (WOM) has become an important indicator for influencing customer behaviour and developing marketing strategies. The current study develops a new theoretical model to analyse the moderating mechanism of electronic WOM, and further considers a multiple mediation analysis of how service innovation may influence in-person word of mouth (WOM) through service quality and brand loyalty. The results show that managers need to focus on WOM to improve customer service quality perception and encourage revisits. A study of 939 customers of a famous hotpot restaurant provides supporting evidence for this moderated mediation analysis. This study also discusses how this intriguing design of moderated mediation could be clarified using regulatory focus theory and further literature.     

WOM and social media: Presaging future directions for research and practice

Word of mouth (WOM) has become the focus of growing interest among marketing practitioners and consumers. However, the promises of WOM marketing are often oversold, and various assertions about the nature of WOM, its dynamics, antecedents, and consequences at times have been misstated in mass-mediated articles and books on the topic. In this introductory paper for the special issue on WOM and social media, we survey the current state of WOM knowledge and the role of WOM in contemporary marketing, reconsider common beliefs about the WOM process in an effort to separate WOM facts from fallacies, and presage some future directions and best practices in light of evolving online channels of WOM generation and transmission.     

The consumer as advocate: Self-relevance, culture, and word-of-mouth

This research examined the relation between self-relevance and word-of-mouth (WOM). The results of two studies suggest consumers are more likely to provide WOM for products that are relevant to self-concept than for more utilitarian products. There was also some indication that WOM was biased, in the sense that consumers exaggerated the benefits of self-relevant products compared to utilitarian products. Finally, self-relevance had a greater impact on WOM in individualist cultures than collectivist cultures, consistent with differences in the way self-concept is typically construed by these groups. Implications for marketing strategies concerning WOM are discussed. This paper is based on the first author’s doctoral dissertation     

Understanding online firestorms: Negative word-of-mouth dynamics in social media networks

Social media are, on the one hand, a highly beneficial environment for word-of-mouth (WOM) propagation of new ideas and products, and this has increasingly made them a focus of marketing communications. On the other hand, companies and their brands as well as politicians, governmental institutions, and celebrities have increasingly been facing the impact of negative online WOM and complaint behavior. In reaction to any questionable statement or activity, social media users can create huge waves of outrage within just a few hours. These so-called online firestorms pose new challenges for marketing communications. In this article, we group observations from recent online firestorms, identify related social and economic science theories, and derive generalized factors that form the basis for the proliferation of these dynamics. Furthermore, we discuss the consequences of online firestorms for marketing communications, and offer courses of action for marketers to navigate through crises of negative online WOM.     

The role of disclosure in organized word‐of‐mouth marketing programs

Prevailing views of organized word‐of‐mouth (WOM) marketing programs suggest that disclosing corporate affiliation reduces perceived credibility and hampers campaign effectiveness. To test this view we surveyed WOM marketing agents and their conversational partners (CP) after a WOM marketing episode. Results indicate that when disclosure occurred – defined as when the CP was aware they were talking with a person participating in an organized WOM marketing program – agents were rated as more credible, CPs had fewer negative feelings about the agent's corporate affiliation, and CPs told more people about the brand being discussed. These counter‐intuitive results can be explained in part by the existing personal relationship between the agent and CP and invite us to consider how personal relationships may moderate the impact and potential business advantages of disclosure in organized WOM marketing programs.     

Managing Word-of-Mouth: A Nonprofit Case Study

Word-of-mouth (WOM) is an important influence on the opinions of donors and their donation behaviors. Against a background of more professional donor relationship management, we investigate about how, if at all, nonprofits (NP) manage WOM. We report an in-depth case study of a single NP. We find that there is widespread appreciation that WOM influences NP performance indirectly through its impact on donor acquisition, donor loyalty, and organizational reputation. Whilst the organization employs networking and WOM practices, it stresses the reduction of negative WOM (NWOM) rather than the promotion of positive WOM (PWOM). Crisis management dominates the NP's WOM-related thinking. We find that PWOM emanates from many organizational influences including donor satisfaction, the welfare service itself, networking practices, external suppliers, alliances, its officers and communication practices including both advertising and public relations. We apply a new model, the eight pillars of WOM, to our analysis of WOM management in the case organization.     

充分利用网络技术为顾客服务——网络营销的价值观及其实现

互联网技术在企业经营中的应用 ,创造了网络营销这一营销新方式 ,以及网络公关这一交往新形式。网络营销应当贯彻“以消费者为中心”的营销价值观 ,应该且能够充分利用网络公关实现企业与消费者之间的双向沟通 ,应当且能够有效利用网络技术为顾客提供高效、便利、优惠、超值的服务支持。