77 Building Blocks of Digital Transformation: Simply Explained by Jace An

Author:Jace An [An, Jace]
Language: eng
Format: epub
Tags: Digital Transformation, Digital Strategy
Publisher: Story Tree FDC
Published: 2018-08-16T14:00:00+00:00

Social Behaviour Management

Social Behaviour Management is a digital capability used to store the information on behavioural patterns and needs in a structure that can be accessed readily. The patterns and needs information is later used to provide customized and personalized content. Social Interaction capabilities can also use the information to respond to users on social websites best.

The customer segment displaying a ‘Chatting’ behaviour pattern is for example more likely to respond to a new product launch by posting reviews of their experience with the product launch, whereas the customer segment displaying a ‘Leading’ pattern is more likely to write a blog post analysing the new product itself. The ‘Onlooking’ users may be more interested in content on flash sales for the new product launch.

This information and guideline need to be maintained in Social Behaviour Management and be readily available for use by community managers or social media managers through automation tools.

The Social Servicing capability may use the information when dealing with users displaying a ‘Complaining’ behaviour pattern. The Rating & Review Management capability can be used to ask ‘Loyal’ users to share their experience with a few review websites where negative reviews and ratings are emerging.

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