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  • A New Perspective For Marketing: The Impact of Social Media On Customer Experience

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    Irina Alexandra Scintei
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    This article examines the impact of social media on customer experience and how companies can use social media to enhance the customer experience. The research found that social media has a considerable impact on customer experience due to its widespread use and ability to provide feedback to companies. However, social media can have both positive and negative impacts, so companies must manage social media strategically to benefit customers and the company's objectives. The results provide guidance for companies on using social media to improve the customer experience.

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    ANewPerspectiveforMar-ketingTheImpactofSocialMediaonCustomerExperience

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    This article examines the impact of social media on customer experience and how companies can use social media to enhance the customer experience. The research found that social media has a considerable impact on customer experience due to its widespread use and ability to provide feedback to companies. However, social media can have both positive and negative impacts, so companies must manage social media strategically to benefit customers and the company's objectives. The results provide guidance for companies on using social media to improve the customer experience.

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    6 views2 pages

    A New Perspective For Marketing: The Impact of Social Media On Customer Experience

    Uploaded by

    Irina Alexandra Scintei
    This article examines the impact of social media on customer experience and how companies can use social media to enhance the customer experience. The research found that social media has a considerable impact on customer experience due to its widespread use and ability to provide feedback to companies. However, social media can have both positive and negative impacts, so companies must manage social media strategically to benefit customers and the company's objectives. The results provide guidance for companies on using social media to improve the customer experience.

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    © All Rights Reserved
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    See discussions, stats, and author profiles for this publication at: https://www.researchgate.

    net/publication/360241359

    A New Perspective for Marketing: The Impact of Social Media on Customer


    Experience

    Article  in  Journal of Intercultural Management · June 2022


    DOI: 10.2478/joim-2022-003

    CITATIONS READS

    0 83

    2 authors:

    Asad Ayoub Ayman Balawi


    University of Pécs University of Pécs
    5 PUBLICATIONS   0 CITATIONS    14 PUBLICATIONS   4 CITATIONS   

    SEE PROFILE SEE PROFILE

    All content following this page was uploaded by Asad Ayoub on 28 April 2022.

    The user has requested enhancement of the downloaded file.


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    Journal of Intercultural Management


    Vol. X | No. X | December 20XX | pp. X–XX
    DOI 10.2478/joim-20XX-XXXX

    A New Perspective for Market-


    ing: The Impact of Social Media
    on Customer Experience
    ABSTRACT
    Objective: The purpose of this paper is to examine the impact of social media on customer
    experience and how companies can use social media to enhance the experience of customers.

    Methodology: literature synthesis method was followed to trace out and analyze the data.
    The EBSCO Discovery of Science and Google Scholar databases were used to find the articles.
    The databases included academic search complete, business source premium, and science
    direct were highlighted. Over thirty articles were produced from the total (190) search query
    results after applying limiters, deleting duplicates, and enforcing non-business settings.

    Findings: social media has a considerable impact on customer experience due to its wide-
    spread and easy access by customers. It enabled companies to classify customers, get a lot of
    information about them, and get very fast feedback about their impressions related to their
    product or services. Social media may have a positive or negative impact on customer expe-
    rience, so the role of management is important to manage these media in a way that will
    benefit the company and support it to achieve its objectives.

    Value Added: This article provides a clear picture on exploring the impact of social media on
    customer experience. The results of the research can be used to guide companies on how
    they use social media to enhance the experience of customers.

    Recommendations: Companies should smartly manage social media and employ qualified
    staff to improve the customer's experience and avoid the side effects that this type of media
    may have on customer experience. In addition, customer experience should be a strategic
    goal because it helps the company meet its overall goals.

    Information Classification: GENERAL

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