Customer Engagement and Metrics

Efraim Turban, Judy Strauss and Linda Lai
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Efraim Turban: University of Hawaii
Judy Strauss: University of Nevada
Linda Lai: Macao Polytechnic Institute

Chapter 5 in Social Commerce, 2016, pp 99-125 from Springer

Abstract: Abstract 1. Describe the five levels of user engagement (5 Cs). 2. Describe the major engagement techniques in social commerce and implementation issues. 3. Express the role of trust in social commerce. 4. Provide examples of collaborative content creation by consumers. 5. Describe how a company can build, maintain, monitor, and repair its reputation in social media. 6. Identify several ways companies can improve their brand positions on search engine results pages. 7. Define performance metrics used to monitor, measure, and refine social commerce goals and tactics.

Keywords: Social Medium; Social Media Site; Personal Brand; Customer Engagement; Social Bookmark (search for similar items in EconPapers)
Date: 2016
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sptchp:978-3-319-17028-2_5

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DOI: 10.1007/978-3-319-17028-2_5

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