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"Makalah ini membahas tentang customer engagement yang dilakukan oleh The Body Shop Indonesia melalui twitter. Penelitian dilakukan dengan menganalisis konten twitter The Body Shop sejak tanggal 1 – 15 Desember 2012. Peneliti mengamati jumlah tweet, retweet, reply, dan perubahan jumlah followers selama lima belas hari. Jumlah tweet dikategorikan dalam empat model praktik humas Grunig serta enam indikator relasi Hon dan Grunig, yang kemudian diukur berdasarkan jumlah tweet tertinggi pada masing-masing teori. Hasil penelitian menunjukkan bahwa customer engagement yang dilakukan The Body Shop bersifat interaktif. Praktik humas yang dilakukan The Body Shop masuk dalam kategori yang paling baik, yaitu model two way symmetrical. Perusahaan selalu melakukan interaksi dengan pelanggan setiap harinya, bersikap responsif terhadap pertanyaan pelanggan, keluhan pelayanan, apresiasi kepuasan pelanggan maupun kebutuhan atas perawatan kecantikan. Hubungan yang terjalin antara The Body Shop dengan pelanggannya termasuk dalam relasi control mutuality, jenis hubungan yang berfokus untuk memengaruhi khalayak. Twitter The Body Shop selalu mengeluarkan posting yang bersifat informatif sekaligus mengajak orang-orang untuk mendukung kegiatannya. Hubungan yang terjalin berorientasi pada nilai-nilai perusahaan dan kualitas produk yang ramah lingkungan.

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This paper examines the practice of The Body Shop Indonesia’s customer engagement through twitter. Analysis to its twitter content was conducted from December 1 – 15, 2012. Observation was made according to number of tweet, retweet, reply, and follower for fifteen days. Numbers of tweets are categorized in Grunig’s four models of public relations practice and Hon and Grunigs’s six indicators of relationship, which are measured based on the highest number of tweets in each theory. The result shows that The Body Shop’s customer engagement is interactive. The Body Shop’s model of public relations indicates a two way symmetrical which means the company is doing great on their practice. The company is always interacting with the customer, being responsive about customer inquiries and complaints of service, shows appreciation to the customer satisfaction and their needs for product. The relationship between The Body Shop and its customer indicates control mutuality, the type of relationship which focuses to influence their target audiences. The Body Shop’s twitter posts an informative content yet encourages people to support their activities. The relationship is built based on corporate values and the quality of its environmental friendly product."

"Penelitian ini bertujuan untuk mengidentifikasi lima faktor pada iklan YouTube (entertainment, informativeness, customization, irritation dan credibility) yang mungkin berpengaruh pada ad value dan attitude toward YouTube ads yang berujung pada purchase intention konsumen. Hipotesis model konseptual penelitian ini menyatakan bahwa terdapat hubungan positif antara ad value dengan attitude toward YouTube ads, yang dapat mempengaruhi purchase intention konsumen. Pada penelitian ini, disertakan sebanyak 248 pengguna YouTube aktif di Indonesia sebagai responden, yang kemudian digunakan untuk pengumpulan dan analisis data. Sebagai kesimpulan, hasil penelitian ini menemukan bahwa entertainment, customization, dan credibility memiliki pengaruh positif yang signifikan terhadap advertising value on YouTube, dimana ad value ini memiliki pengaruh positif terhadap attitude toward YouTube ads, maupun purchase intention konsumen. Adapun berdasarkan hasil penelitian, diketahui bahwa variabel irritation memiliki pengaruh negatif terhadap advertising value on YouTube, serta informativeness tidak memiliki pengaruh terhadap advertising value on YouTube.

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This study aims to identify five factors in YouTube advertising (entertainment, informativeness, customization, irritation and credibility) which might effect on ad value, and attitude toward YouTube ads, leading to purchase intention of consumers. The study uses conceptual models where their hypothesis is that the ad value is positively correlated with respect to the attitude toward YouTube ads, which then affects consumers purchase intention. For this study, our respondents include 248 active YouTube users in Indonesia that will be used for data collection and analysis.

In conclusion, this study found that entertainment, customization, and credibility is positively effected to advertising value on YouTube, where ad value has a positive effect on attitude toward YouTube ads and purchase intention of consumer. In addition, this study found that irritation is negatively effected to advertising advertising value on YouTube, and informativeness has no effect on advertising value on YouTube."

""The only book you need to raise customer service to a world-class level--from bestselling author and leadership guru Ken Blanchard Written as an entertaining customer-service "parable," I Care--Do You? offers an easy-to-implement model based on the importance of caring for both internal and external customers. Ideal for both managers seeking to raise the level of their employees, as well as self-driven customer service professionals, this powerful guide combines practical advice with the rationale behind it to increase customer loyalty through sincere customer care.Ken Blanchard is Chief Spiritual Officer of The Ken Blanchard Companies, a global management training and consulting firm he cofounded in 1979. Victoria Halsey is Vice President of Applied Learning for The Ken Blanchard Companies. Kathy Cuff is a Senior Consulting Partner for The Ken Blanchard Companies"-"

"First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. This thorough, quick-reading guide shows anyone who uses the phone -- from salesperson to manager to secretary -- how to treat it as a service tool that directly impacts on company profits. Readers will be able to double their effectiveness when they learn how to: * handle irate customers * end those ""endless"" calls * take meaningful messages * handle conference calls and transfer calls * screen calls and ask focused questions * use the phone during emergencies * improve their voice effectiveness With worksheets, checklists, and fill-in forms, this desktop primer will inspire fabulous phone service."

"Metode self-service menjadi alternatif bagi perusahaan yang mengalami masalah ketidakpuasan customer. Namun, seiring dengan meningkatnya perusahaan yang menerapkan metode self-service, penelitian yang membahas mengenai metode ini masih fokus pada nilai utilitarian atau mementingkan fungsionalitas dan aspek kognitif dalam berbelanja. Padahal, dalam berbelanja customer tidak hanya didasarkan oleh nilai utilitarian, namun juga nilai hedonic yang fokus pada aspek personal dan emosional dalam berbelanja. Penelitian ini melihat bagaimana nilai hedonic dan nilai utilitarian dapat mempengaruhi perasaan delighted yang dirasakan customer ketika berbelanja dengan metode self-service. Customer delight dalam penelitian ini merepresentasikan reaksi berupa kepuasan yang lebih kuat dibandingkan dengan customer satisfaction. Terdapat variabel-variabel lain dalam penelitian ini, yakni Task Uncertainty, Servicescape, Perceived Control, Perceived Time Pressure, Efficiency dan Fun. Dengan subjek penelitian IKEA Indonesia, sampel penelitian ini adalah customer IKEA Indonesia dengan usia minimal 18 tahun, mengunjungi dan berbelanja di IKEA Indonesia dalam 3 bulan terakhir. Peneliti menggunakan analisis Structural Equation Modelling SEM . Hasil penelitian ini memperlihatkan bahwa customer delight yang dirasakan oleh customer dipengaruhi oleh fun yang mereka rasakan ketika berbelanja.

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Self service method is considered as one of the alternative for company who is facing unsatisfaction problems since self service allows customer to go shopping with their own phase. However, as number of company who adopted self service method increased, research that adressess this method are still focuses on utilitarian value of self service. That being said, they emphasizes functionality and cognitive aspects of self service shopping experiece. In fact, utilitarian value was not the only motivation that drives customer to go shopping. There rsquo s also hedonic value that is focueses on personal and emotional aspects of shopping. This study looks at how hedonic and utilitarian value can affect the customers delight in self service shopping. In this study, customer delight is a form of positive reaction that is stronger than customer satisfaction. There are other variables in this research, namely Task Uncertainty, Servicescape, Perceived Control, Perceived Time Pressure, Efficiency, and Fun. With IKEA Indonesia as the research subject, this research rsquo s sample is IKEA Indonesia rsquo s customer with minimum age 18 years old who visit and shop at IKEA Indonesia in the last 3 months. Structural Equation Modeling SEM analysis is used in this research. The research shows that customer delight spositively influenced by the fun that customer experienced when they were shopping."