Search

Over the years, social media evolved as one of the primary avenues for businesses to engage with customers and extend their marketing campaigns to wider audiences, other than concentrating on traditional media. It is an effective way to communicate the idea and promote their products as the reach is maximum and through which it is easy to measure the customer experience and customer satisfaction. The key objective of this research paper is to identify different social media marketing factors influencing customer engagement with specific reference to food aggregators. For this purpose, a factor analysis approach has been used wherein a detailed analysis of the social media factors have been taken to understand how Zomato's social media marketing influences customer engagement through various social media handles like Instagram, Twitter, Facebook, and YouTube. Primary data has been collected from 203 participants through a structured questionnaire circulated to various users of these social media handles for measuring their experiences in understanding how Zomato has been at its best of customer engagement which can improve their business. This study also focuses on various demographics in understanding the social media traits adopted by them and analysis is performed based on how these users are influenced by the content delivered through Zomato's social media. [ABSTRACT FROM AUTHOR]

Covid-19 pandemic has wreaked havoc worldwide in recent months, due to which many countries including India went under lockdown causing a decrease in customer engagement. Many companies have turned to AI tools such as chatbots to improve customer experience by handling customer queries to cope with this situation. Nowadays, it has become imperative for businesses to enhance their customer experience by adopting new technologies such as chatbots that help companies answer customers' simple queries. A good customer experience ensures a positive brand image and customer loyalty. However, there is currently a lack of knowledge regarding the impacts of chatbots on customer experience during covid-19. Objective: The objective of this Research paper is to investigate the impacts of chatbots on customer experience during Covid 19 in India. Research Methodology: Primary data was collected from 104 respondents using a structured questionnaire to gather information regarding customer experience. Data were analyzed using suitable statistical techniques. Implications of the study: The research conclusion was to identify the impacts of chatbots on customer experience and help organizations to tailor effective and efficient chatbots for their businesses to maximize customer experience and satisfaction. Originality: Very few studies have been done in this area to help analyze how companies are trying to enhance customer experience during covid-19 in India by adopting technological means such as Chatbots. This research is to understand the customer perspective towards the perceived experience of chatbots during the covid pandemic in India. [ABSTRACT FROM AUTHOR]

The objective of the research paper is to find out the impact of the Netflix recommendation engine on customer experience and its effect on customer loyalty and customer engagement. Research Methodology: The research methodology used in the research was primary research using a structured questionnaire provided to Netflix online streaming users. A sample size of 150 respondents was taken, out of which 101 people answered the questionnaire. Suitable statistical techniques were used for analysis, like Factor analysis using Principal Component Analysis. Practical implications: The paper will be providing utility to the OTT platforms, especially Netflix in gauging and enhancing the customer experience on its platform, helping them lead the over-competitive and matured OTT segment. Netflix can further study the implication its recommendation engine has on its customers, helping them derive insights like how to better tune the algorithm of their recommendation engine to give its customers a better tailored cinematic experience leading to increased customer retention, loyalty, spending, and reduce churn. Originality: Despite the phenomenal results produced by the recommendation engine of Netflix by giving customers a personalized experience, such an experience can often lead to the customer getting overwhelmed. This can further lead to customers disliking the services offered and switching to a competitor leading to a loss in revenue and market share. The finding is to come up with parameters on which a customer judges the quality of services being provided and what implication does it have on the decision of the customer whether to renew the subscription or not. [ABSTRACT FROM AUTHOR]

Over the years, social media evolved as one of the primary avenues for businesses to engage with customers and extend their marketing campaigns to wider audiences, other than concentrating on traditional media. It is an effective way to communicate the idea and promote their products as the reach is maximum and through which it is easy to measure the customer experience and customer satisfaction. The key objective of this research paper is to identify different social media marketing factors influencing customer engagement with specific reference to food aggregators. For this purpose, a factor analysis approach has been used wherein a detailed analysis of the social media factors have been taken to understand how Zomato's social media marketing influences customer engagement through various social media handles like Instagram, Twitter, Facebook, and YouTube. Primary data has been collected from 203 participants through a structured questionnaire circulated to various users of these social media handles for measuring their experiences in understanding how Zomato has been at its best of customer engagement which can improve their business. This study also focuses on various demographics in understanding the social media traits adopted by them and analysis is performed based on how these users are influenced by the content delivered through Zomato's social media. [ABSTRACT FROM AUTHOR]

Covid-19 pandemic has wreaked havoc worldwide in recent months, due to which many countries including India went under lockdown causing a decrease in customer engagement. Many companies have turned to AI tools such as chatbots to improve customer experience by handling customer queries to cope with this situation. Nowadays, it has become imperative for businesses to enhance their customer experience by adopting new technologies such as chatbots that help companies answer customers' simple queries. A good customer experience ensures a positive brand image and customer loyalty. However, there is currently a lack of knowledge regarding the impacts of chatbots on customer experience during covid-19. Objective: The objective of this Research paper is to investigate the impacts of chatbots on customer experience during Covid 19 in India. Research Methodology: Primary data was collected from 104 respondents using a structured questionnaire to gather information regarding customer experience. Data were analyzed using suitable statistical techniques. Implications of the study: The research conclusion was to identify the impacts of chatbots on customer experience and help organizations to tailor effective and efficient chatbots for their businesses to maximize customer experience and satisfaction. Originality: Very few studies have been done in this area to help analyze how companies are trying to enhance customer experience during covid-19 in India by adopting technological means such as Chatbots. This research is to understand the customer perspective towards the perceived experience of chatbots during the covid pandemic in India. [ABSTRACT FROM AUTHOR]

The objective of the research paper is to find out the impact of the Netflix recommendation engine on customer experience and its effect on customer loyalty and customer engagement. Research Methodology: The research methodology used in the research was primary research using a structured questionnaire provided to Netflix online streaming users. A sample size of 150 respondents was taken, out of which 101 people answered the questionnaire. Suitable statistical techniques were used for analysis, like Factor analysis using Principal Component Analysis. Practical implications: The paper will be providing utility to the OTT platforms, especially Netflix in gauging and enhancing the customer experience on its platform, helping them lead the over-competitive and matured OTT segment. Netflix can further study the implication its recommendation engine has on its customers, helping them derive insights like how to better tune the algorithm of their recommendation engine to give its customers a better tailored cinematic experience leading to increased customer retention, loyalty, spending, and reduce churn. Originality: Despite the phenomenal results produced by the recommendation engine of Netflix by giving customers a personalized experience, such an experience can often lead to the customer getting overwhelmed. This can further lead to customers disliking the services offered and switching to a competitor leading to a loss in revenue and market share. The finding is to come up with parameters on which a customer judges the quality of services being provided and what implication does it have on the decision of the customer whether to renew the subscription or not. [ABSTRACT FROM AUTHOR]