Digital and Social Media Marketing Analysis

This assignment delves into the realm of digital and social media marketing. Students analyze two Facebook posts from different brands, evaluating their techniques for improving customer support and engagement. The assignment also examines 'Voice of Customers' by analyzing comments on Facebook regarding service delivery and customer care. Finally, it explores personal branding on LinkedIn through a provided profile example. Students are expected to critically assess the effectiveness of these marketing strategies and offer recommendations for improvement.

Digital and social media marketing
Student’s name
Institution Affiliations
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1. Facebook post analysis
Facebook page posts
Brand 1: https://www.facebook.com/permalink.php?
story_fbid=2093200770966921&id=2093184454301886
Screenshot:
Brand 2:
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https://web.facebook.com/2093184454301886/videos/2093208590966139/?_rdc=1&_rdr
Screenshot
In the two Facebook posts, the technique of improving customer support resources have
been used. The marketing Facebook page is aimed to be updated by a team of customer care
members. Many page administrators guarantee full-time support for customers with different
kinds of inquiries. The other technique comprises of the use of interactive and multimedia
content in the posts. Clients are likely to be enticed to read through an appealing publication and
hence a high possibility of having their attention grabbed. As a result, the firm benefits from
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more sales and increased revenue. Engagement using group members to respond to customer
queries functioned as expected. However, the use of calls in the platform was ineffective. The
exciting part of the marketing techniques used is the fact that it enabled the marketer to gain
skills in customer relationship management as well as some crucial social marketing ideas.
Furthermore, the ability to make a post-schedule of publications is appealing because updates are
likely to be more organized and professional to the audience in contrast with traditional methods
of advert posting. In the event of future publications, the marketers should major on
customization of the contents specifically for a particular target group. Moreover, it is
recommended to establish a channel in which buyers and sellers can interact because this fosters
the strength of customer relationships.
2. Analysis of The Voice of Customers
Comments Reasons for this Screenshots
Facebook
Comment
Poor service
delivery
Facebook
Comment
Reluctance of
customer care
support
Facebook
Comment
Customer is
satisfied with the
display
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Voice of Customers is a term coined in the field of market research which is aimed to
generate details of customer requirements, needs and wants. It includes the application of
qualitative and qualitative methods in the efforts to point out the best priorities that will suit
customer's needs. It is worthy to note that a sample of random customers' comments can be
analyzed for data collection used in data mining. A collective decision can be derived from social
media analytics to improve customer satisfaction as well as the development of methods to
sustain customer relationships.
Concerning the sample data are taken from customer comments and reviews above, a vivid
description of the products trend can be viewed by both customers and the firm. It is revealed
that the first customer, submits some grievances because he is ultimately dissatisfied with the
quality of services offered by the firm. In such case where there are overwhelming similar
reviews, the management should act accordingly to bridge the gap under the influence of the
customer demands in the digital marketing platforms. The second client in the list posted a
review about the reluctance of the customer care support team. It is risky for an entrepreneur to
fail to maintain real-time feedbacks with the customers because it ruins the existing customer
relationships with both regular clients as well as potential customers. The services should be
improved such as recruitment of more technical support members to handle the audience
grievances and to retain the engagements. In the third case, it is seen that the customer is grateful
and satisfied with the services, in return, appreciation messages are used to acknowledge
customer's compliments. In conclusion, due to advancement in technology, businesses have
specialized in the field of digital marketing. Hence, the way they handle their customers on these
platforms significantly affects their prosperity in the global market.
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3. Personal Branding on LinkedIn
Personal branding created www.linkedin.com/in/mary-kerry-092abb159
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REFERENCES:
Armstrong, G., Kotler, P., Harker, M., & Brennan, R. (2015). Marketing: an introduction.
Pearson Education.
Evans, D. (2010). Social media marketing: An hour a day. John Wiley & Sons.
Järvinen, J., Tollinen, A., Karjaluoto, H., & Jayawardhena, C. (2012). DIGITAL AND
SOCIAL MEDIA MARKETING USAGE IN B2B INDUSTRIAL SECTION. Marketing
Management Journal, 22(2).
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