Enhancing Customer Loyalty using Social Media. The role of Social media in enhancing customer loyalty through Customer Engagement, Satisfaction and Trust

      Аннотация: Businesses around the world are still struggling to retain customers, and these customers are looking for new ways to connect and interact with the companies they patronize. The BIG "question" is how can we as an organisation create that "WOW" experience using digital? As internet users continue to increase, Blue Chip companies and even the smallest start-ups have more resources available to enhance the customer experience and at the same time increase Loyalty. This book addresses one major thing which is how best can we as an organisation win more customers and exceed the expectations of both old and new customers through the use of social media. Can they (the customers) trust us online and derive satisfaction from all we get to offer them. Before your next post on Facebook, Twitter, Pinterest YouTube, Snapchat, and Instagram, the sole purpose should always be about the customers and what value will it add to the customers.

Ключевые слова: customer engagement, customer loyalty, hotel, Satisfaction, Social Media, trust