Individual Application #1
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School
Miami Dade College, Miami *
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Course
1101
Subject
Information Systems
Date
Apr 3, 2024
Type
Pages
2
Uploaded by KidGorillaPerson1750
Individual Application #1 Question 1. A.
The industry I chose was Social Media and the company was TikTok. B.
The ACSI scores for the industry is shown for 2022-2023 on a scale of 1-100 being 71-73 with a 3% change. For TikTok, it had a ACSI score of 73-77 in 2022-
2023 with a 5% change. C.
TikTok has shown a consistent growth in satisfaction from 73 in 2022 to 77 in 2023, making a 5% increase. TikTok’s change in satisfaction 5% is higher than the average percentage change for all social media companies which is 3%. TikTok’s growth in satisfaction is also higher than its major competitors like Youtube (Google), Pinterest, and Reddit. But, LinkedIn (Microsoft) has the highest percentage of change in satisfaction compared to all other companies, with a heavy increase of 10%. Instagram (Meta) and Facebook (Meta) also have noticeable increase of growth in satisfaction ranging from 9% and 8%. Snapchat was stagnant with ACSI score being 70 from 2022-2023 making 0% of change. Unfortunately, Reddit had a decline of -3% satisfaction making no growth for the company. Finally, Twitter and Pinterest made 1% increase of satisfaction for the company which is better than not growing at all. D.
I learned that not many companies make a strong rate of growth in satisfaction even if many customers use the platform. For example, Reddit had a -3% decrease in satisfaction which took me by surprise because a lot of people use Reddit and find it as a very helpful platform to learn about facts, opinions, or even reach out for help. It makes me wonder why it is that it not only did it not make any change in customer satisfaction, it went downhill instead. Also, I think TikTok has a remarkable trend of satisfaction because the company takes in a lot of insight of what customers want or are seeking. Their content is almost always relevant and the whole app is dedicated for the consumer to have access to what interests them and satisfies their desire to use TikTok. Question 2. Answer:
I would consider my level of loyalty to TikTok as undivided. I will always choose TikTok over any other social media platform. I tend to stay away from social media as much as possible. I used to enjoy Instagram, but it doesn’t quite satisfy as it used to
before. When TikTok first started as Musical.ly, I was hooked on it and didn’t want to ever get off of it. If I was bored, I would use TikTok. If I wanted to relax, I would choose TikTok. If I wanted to learn or do a DIY, I would go on TikTok. I tend to choose it more over YouTube which is another social media platform that I would use for educational needs. TikTok just tends to have everything I would like to know now, but I don’t spend as much as I used to before. I used to be super active, spending a great number of hours on it, any change I could I would go on TikTok, I would send videos to my family or friends and if they didn’t have TikTok I’ll them how much they are missing out on. I noticed I invested too much time on TikTok, so I deleted it but I almost always download it again to catch up on anything I missed. Question 3.
Answer:
B2C loyalty programs is between a business and a customer building a personal connection by tailoring to the customer’s needs. The loyalty programs are focused on the more purchases the customer makes the better for the company and the customer. The customer would receive rewards or incentives from the purchases or amount of purchases they make. For example, Sephora has a free to join, points-based with VIP tiers. Customers connected to this program earn and can use points by shopping or redeeming rewards and by doing this can go up a higher rank of loyalty program. The tiers they offer are meant for any type of customer rather undivided or not. This is perfect for Sephora because they keep their members engaged and buying with products that are going to run out and need refills. This is a need for any consumer who enjoys self-care and Sephora succeeds from these repeat purchases and the loyalty programs only encourages their customers further. B2B customers are different since it is based off the specific needs of businesses. The loyalty program may be based off bulk discounts or tools to manage a business effectively. They are also built off larger transactions and fewer than consistent purchases. This builds a long-term trusting relationship with business clients. A B2B company that implements these loyalty strategies is HP Planet Partners Rewards Program. HP business partners can trade in old hardware, devices, batteries, empty or old cartridges to receive credits that will go towards their next HP purchases. They also offer HP gift vouchers that are used by selected authorized business partners.
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