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What is customer response? 

Research Question

What is customer response? 
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Academic Insights

Customer response refers to the reactions and behaviors of customers in response to various stimuli, such as marketing efforts, brand interactions, and service experiences.

Key Insights

  • Social Media Engagement:
    • Social media platforms have significantly altered how customers engage with brands. Effective social media marketing strategies are crucial for stimulating customer engagement, which can be predicted using machine learning algorithms that combine human-designed features and high-dimensional features extracted by models like BERT .
  • Customer Experience (CX):
    • The TCQ (Touchpoints, Context, Qualities) nomenclature helps in understanding and managing customer experience by breaking it down into actionable components. This framework can be used to audit and innovate CX practices .
  • Emotional Labor and Customer Satisfaction:
    • The emotional regulation strategies of service employees, such as deep acting and surface acting, have different impacts on customer satisfaction. Employee job satisfaction mediates these effects, highlighting the importance of emotional labor in customer service .
  • Brand Social Media Strategies:
    • Different social media strategies, such as action content and cohesive response strategies, can significantly impact digital customer engagement. The effectiveness of these strategies is moderated by factors like brand image and the nature of discretionary purchases .

Conclusion

Customer response encompasses a range of reactions influenced by social media engagement, customer experience management, emotional labor in service interactions, and strategic brand responses on social media. Understanding these factors can help firms design more effective marketing and engagement strategies.

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Related Questions

  • How can businesses measure customer response?
  • What factors influence customer response?
  • Why is customer response important for companies?
  • What are common methods to improve customer response?
  • How does customer response impact sales?

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