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Die Bedeutung von Online Communities für die Kundenbindung by Niemczyk, Christine

Die Bedeutung von Online Communities für die Kundenbindung

by Christine Niemczyk
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Book cover type: Paperback
  • ISBN13: 9783668697140
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Grin Verlag
  • Publisher Imprint: Grin Verlag
  • Publication Date:
  • Pages: 64
  • Original Price: USD 39.5
  • Language: German
  • Edition: 1. Auflage
  • Item Weight: 96 grams
  • BISAC Subject(s): Communication Studies

Bachelorarbeit aus dem Jahr 2017 im Fachbereich Medien / Kommunikation - Public Relations, Werbung, Marketing, Social Media, Note: 2,5, FOM Essen, Hochschule für Oekonomie & Management gemeinnützige GmbH, Hochschulleitung Essen früher Fachhochschule, Sprache: Deutsch, Abstract: Mit der Zunahme technischer Innovationen und dem Voranschreiten der Digitalisierung bilden sich im Kundenservice neue Wege und Möglichkeiten, die Interaktion mit dem Kunden wechselseitig zu gestalten und auf eine onlinebasierte Ebene zu heben. Eine gro e Mehrzahl der Zielgruppe ist im Besitz eines Breitbandanschlusses zu Hause oder eines mobilen Endgerät für unterwegs. Die klassische Kommunikation zwischen Unternehmen und Kunden, wie zum Beispiel über den Postweg, E-Mail oder über ein Servicecenter wird von vielen Kunden als langwierig und umständlich empfunden. Lange Wartezeiten am Telefon, fehlende Rückmeldung auf Postanfragen oder keinen direkten Ansprechpartner zum Austausch zu finden, sind Faktoren, die viele Kunden als störend und nicht kundengerecht einstufen. Aufgrund dessen haben sich viele Telekommunikationsanbieter im Laufe der Digitalisierung mit ihrer Marketingstrategie und ihren Kundenserviceangeboten in Richtung der Online-Kommunikation weiterentwickelt. Mit dem veränderten Nutzerverhalten der Kunden im Internet und dem modernen mobilen Lifestyle, haben sich auch die Wünsche und Bedürfnisse der Kunden geändert, die es durch die Unternehmen aufzunehmen und zu befriedigen gilt. Um einen direkten Draht zu ihren Kunden über das Internet zu generieren bieten Online Communitys eine qualifizierte und praktische Plattform. Sie bieten dem Unternehmen, dem Kunden und weiteren Nutzern, den Raum sich frei zu entfalten und somit ihre Wünsche und Probleme dem Anbieter gegenüber direkt mitzuteilen. Auch für das Unternehmen gibt es Vorteile, diesen Kommunikationsweg zu gehen und zielführend für die eigenen Interessen, eine langfristige und profitable Kundenbeziehung aufzubauen und den Kunde

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