How and what companies publishes on social media have become more important. Different types of post generate different type of effects and if companies want to create brand loyalty and brand trust they must take this in consideration. Consumers want to be reached by content that is personal, they also want to feel that the companies deliver something of value. Content marketing deals with this aspect and focus on helping, informing and entertaining the recipients. This study examines informative, personal and entertaining posts and how they affect brand trust and brand loyalty. A quantitative method have been used in this study and a survey was used to gather data. 150 respondents answered the survey and the data was analysed with a bivariate and multivariate method in the statistic programme SPSS. The result of the study show that all three types of posts are important to use if companies publish posts on social media. The study contributes with knowledge of informative, personal and entertaining post and what effect they have on brand trust and brand loyalty. Informative and personal types of post have a significant and positive effect on brand trust. Brand loyalty is affected by all three types of post and the effects is positive. / Hur och vad företag publicerar på sociala medier har blivit allt viktigare. Olika typer av inlägg genererar olika effekter och vill företag skapa varumärkestillit och varumärkeslojalitet måste de ha detta i beaktande. Konsumenter vill bli nådda av innehåll som känns personligt och känna att företagen levererar något värdebringande. Innehållsmarknadsföring behandlar denna aspekt och fokuserar på att hjälpa, informera och underhålla mottagarna. Denna studie undersöker typerna av inlägg, informerande, personliga och underhållande och hur de påverkar varumärkestillit och varumärkeslojalitet. I studien har en kvantitativ metod använts och en enkätundersökning användes för att samla in data. 150 respondenter besvarade enkäten och data analyserades därefter med en bivariat analys samt multivariata analyser i statistikprogrammet SPSS. Studiens resultat visar att alla typerna av inlägg är viktiga att använda om företag publicerar inlägg på sociala medier. Studien bidrar med kunskap om vilka effekter informerande, personliga och underhållande inlägg har på varumärkestillit och varumärkeslojalitet. Informerande och personliga inlägg har en signifikant och en positiv effekt på varumärkestillit. När det gäller varumärkeslojalitet anses alla tre typerna av inlägg vara signifikanta samt att de har en positiv effekt på varumärkeslojalitet.

The aim of my diploma thesis was to design a digital campaign for Atos IT Solutions and Services, s.r.o., which offers solutions in the B2B market. In the theoretical part of the thesis I have described the concepts related to marketing, digital marketing, the tools used in this field and the steps that the digital campaign goes through, Market analysis, SWOT analysis, campaign goals, target group, campaign budget. In the analytical part, I introduced Atos IT Solutions and Services, s.r.o. company, which operates in the IT sector and offers digital solutions to other companies that are active on the Czech market. At the beginning of this chapter, I analyzed the company's existing marketing activities so that we could, if necessary, build on the company's current activities.

Submitted by Marcus Mentzingen de Mendonça (marcus.mendonca@fgv.br) on 2013-06-27T20:48:01Z No. of bitstreams: 1 2013-01-17 Dissertação Marcus Mentzingen de Mendonça.pdf: 2812702 bytes, checksum: a7159ed4fa5d434d8589e845880fdb45 (MD5) / Approved for entry into archive by Janete de Oliveira Feitosa (janete.feitosa@fgv.br) on 2013-06-28T12:51:59Z (GMT) No. of bitstreams: 1 2013-01-17 Dissertação Marcus Mentzingen de Mendonça.pdf: 2812702 bytes, checksum: a7159ed4fa5d434d8589e845880fdb45 (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2013-07-03T13:07:13Z (GMT) No. of bitstreams: 1 2013-01-17 Dissertação Marcus Mentzingen de Mendonça.pdf: 2812702 bytes, checksum: a7159ed4fa5d434d8589e845880fdb45 (MD5) / Made available in DSpace on 2013-07-03T13:07:42Z (GMT). No. of bitstreams: 1 2013-01-17 Dissertação Marcus Mentzingen de Mendonça.pdf: 2812702 bytes, checksum: a7159ed4fa5d434d8589e845880fdb45 (MD5) Previous issue date: 2013-01-17 / This study aims to catch on the main reasons why companies, in Brazil, decide to invest in the internet social networks. The subjects such as the internet evolution and the own interactive social networks (especially Twitter, Facebook and YouTube), the fast technological changes that happens in the digital environment and the communication agencies role in the virtual market were considered. In this sense, it was possible to observe the social network importance, nowadays, in the organization business. The lack of academic material about this theme turns the visits and data collection at websites into a valuable complementary resource. In addition, with the focus on the Brazilian scenario, semistructured qualitative interviews were made with 11 companies managers and three advertising agencies managers. This allows us to gather the motivations for the use of the social networks by the companies, as well as to collect other valuable information for this study. The theoretical framework persues to contextualize a prime outlook for this investigation, considering the internet dynamic environment, the interactive social networks and its value, the mobile access, and the advertising agencies and the social networks. Besides the results presented on this study, the field discoveries and its discussions fostered the creation of the social maturity degree table in terms of the moment that the organization is facing in the digital context, as well as the development of the organizational learning in the virtual environment for social networks model. Finally, the conclusions were presented, as well as the final considerations. This study has shown the social networks importance in the daily use of the companies and the need to be present in the virtual environment, once they are already there, even in a passive manner. Although there was no generic element that could be used as a motivational pattern for the initial investment in the social networks, the branding in this media, followed by the need to establish a relationship channel stood out as the most relevant motivating factors. / Esse estudo objetiva compreender porque as empresas, no Brasil, decidem investir em redes sociais na internet. Foram considerados fatores como a evolução da internet e das próprias redes sociais interativas (em especial Twitter, Facebook e YouTube), as rápidas mudanças tecnológicas que ocorrem no ambiente digital e o papel das agências de comunicação no mercado virtual. Nesse contexto, foi possível observar a importância das redes sociais, atualmente, no negócio das empresas. A falta de material acadêmico sobre o assunto fez com que a visita e a coleta de materiais em diversos websites fossem um recurso complementar valioso. Adicionalmente, com o foco no cenário brasileiro, foram realizadas entrevistas qualitativas semiestruturadas, com 11 gestores de empresas e três gestores de agências de comunicação, o que propiciou um mapeamento das motivações para a utilização das redes sociais pelas empresas, assim como o levantamento de outras informações valiosas para esse trabalho. O referencial teórico buscou contextualizar um panorama privilegiado nesse estudo, considerando o ambiente dinâmico da internet, as redes sociais interativas e seu valor, a mobilidade de acesso, e as agências de publicidade e redes sociais. Além dos resultados apresentados nesse estudo, as revelações de campo e suas discussões propiciaram a elaboração de uma tabela de grau de maturidade social em relação ao momento em que as empresas estão no âmbito digital, assim como o desenvolvimento de um modelo de aprendizagem organizacional no ambiente virtual para redes sociais. Finalmente, foram apresentadas as conclusões, assim como as considerações finais. O estudo demonstrou a importância das redes sociais no cotidiano das empresas e a necessidade de estarem presentes no ambiente virtual, já que estão nesse universo mesmo que de maneira passiva. Embora não tenha havido um fator genérico que possa ser utilizado como padrão motivacional para o investimento inicial nas redes sociais, a visibilidade da exposição da marca nesse meio, seguida pela necessidade de criar um canal de relacionamento com o cliente destacaram-se como fatores motivacionais mais relevantes para esse movimento.

Word of mouth is one of the most effective marketing techniques and have been for a long time. Studies have shown a difference in the effect of positive and negative electronic Word of mouth on consumers, the negative electronic Word of mouth have a greater impact on consumers. If companies don’t manage the negative WOM in the right way, they can lose market shares. Therefore, the aim of this study is to gain a deeper understanding on how companies manage the negative eWOM. To answer the issue qualitative interviews were made with five brands from the high involvement industry. An analysis was made with the empirical data and relevant theories. This study shows that with a strong brand and satisfied customers, companies can lower the impact of the negative eWOM.

Background and problem discussion Organizations are today facing an uncertainty regarding how to properly integrate and work with CRM, in particular in regards to attraction and retention of customers. This can be managed through the use of marketing campaigns. There is a lack of practical research regarding the management and how to optimize the budget of marketing campaigns. Purpose The purpose of this study is to develop a deeper understanding of how small e-commerce retailers within the beauty industry can optimize the marketing budget for social media campaigns. The purpose will be realized through application of hypotheses. Method This study has applied an experimental method design, where cause-effect in regards to how the marketing communication has influenced the customer behavior was investigated. This has been made through applying a modified A/B-test through the use of a marketing campaign, containing of three ads. The ads have been adapted in regards to the pre-study, using a company’s historical transaction data. Conclusion The results of the A/B-test show higher effectiveness and efficiency in the form of CTR, CPC,CPM, link klicks, more purchases, and lower cost per result. This is the result of the adaptation of the ads in regards to the target group. All of the ads in the campaign display a higher value than the Swedish average. This validates the notion that ads adjustments have a positive effect on customer conversion, and as a result on optimizing social media campaigns marketing budget. / Bakgrund och problemdiskussion Det råder osäkerhet hos företag hur de ska integrera och arbeta med CRM, i synnerlighet om attraherandet samt bibehållandet av kunder. Detta är något som företag kan hantera genomkampanjer, dock finns det en brist på praktisk forskning runt hantering och effektivisering av kampanjer och dess marknadsföringsbudget. Syfte Syftet med studien är att skapa en djupare förståelse för hur små e-handelsåterförsäljare inom skönhetsbranschen kan optimera en marknadsföringsbudget vid kampanjer på sociala medier. Syftet kommer att uppfyllas med en rad hypoteser. Metod Studien har designats som ett experiment då orsak-verkan undersöktes i hur kunders beteende påverkas av anpassad marknadskommunikation. Detta har gjorts genom att utforma ett modifierat A/B-test i form av en kampanj innehållandes tre annonser, vilket anpassats utifrån en förstudiebaserat på ett företags tidigare transaktionsdata. Slutsats Resultat av A/B-testet påvisar en höjd effektivitet i form av CTR, CPC, CPM, länkklick, flergenomförda köp samt ett lägre kostnad per resultat, detta till följd av annonsens anpassning till en specifik målgrupp. Samtliga annonserna i kampanjen visar på högre värden än det svenskagenomsnittet. Detta resultat visar på att anpassade annonser har en positiv påverkan på kundkonvertering, och därigenom på optimeringen av marknadsföringsbudgeten för sociala medier.

Esta investigación se centra en evidenciar el uso de los elementos de comunicación como humor, efectos multimedia y acciones persuasivas en los videos de experiencias turísticas y cómo estas influyen en la decisión de compra del turismo rural comunitario del turista de Lima Metropolitana. Respecto a este tema, la hipótesis planteada es que el uso de estos elementos expuestos en los medios digitales son lo suficientemente influyentes en la decisión de compra de turismo rural sostenible. La investigación describe cada etapa del proceso de proceso de compra de este servicio y el nivel de influencia que tienen cada elemento utilizado mediante el relato de experiencias. La investigación es de tipo descriptivo y menciona las herramientas de marketing digital como Facebook, Instagram, Youtube. Además de influencers, youtubers que son parte de esta comunicación y proceso de compra / This research focuses on evidencing the use of testimonial experiences and videos as E-wom actions and how they influence each stage of the process of buying rural community tourism for tourists from Metropolitan Lima. Regarding this issue, the hypothesis raised is that the testimonies of travelers exposed in digital media are sufficiently influential in the process of buying sustainable rural tourism. The research describes each stage of the process of purchasing this service and the level of influence that each digital action has used through the experience report. The research is descriptive and mentions the tools of digital marketing such as Facebook, Instagram, YouTube. In addition to influencers, youtubers that are part of this communication and purchase process. / Trabajo de investigación

The target of this thesis is to design appropriate communication tools and channels from Marketing Communications area mainly for Business companies which engage in architectonic and project field. Recourses of this thesis will be theoretical findings from area of contemporary trends in Marketing Communication. These are applied in an analysis of present day state of the company. They are an initial point for particular design of Marketing Communication of the given company herewith.

Las agencias de turismo en el Perú realizan marketing digital en sus distintas redes sociales para generar interacción con los usuarios y poder ser traducido a una compra del servicio que ofrecen. Sin embargo, existe una comprensión limitada sobre si los esfuerzos realizados por las agencias tienen alguna influencia en su público. Específicamente el presente trabajo analizará si existe una relación positiva entre el engagement, el eWOM y la decisión de compra, por medio de las redes sociales de agencias de turismo en el Perú.  Por este motivo, para verificar las hipótesis específicas a través del estudio, se ha utilizado la técnica cuantitativa de la encuesta aplicada a 403 personas. A través de los resultados, todas las hipótesis planteadas fueron validadas y se obtuvo que existe una influencia positiva entre el engagement, el eWOM y la decisión de compra. Finalmente, los resultados pueden contribuir a que las agencias de turismo de Lima tengan un mayor conocimiento y manejo de sus acciones en cuanto al marketing en las redes sociales. / Tourism agencies in Peru carry out digital marketing on their different social media accounts to generate interaction with users and be translated into a purchase of the service they offer. However, there is limited understanding of whether the efforts made by agencies have any influence on their public. Specifically, this study has analyzed whether there is a positive relationship between the engagement, the eWOM and the purchase decision, through the social networks of tourism agencies in Peru. For this reason, to verify the specific hypotheses throughout the study, the quantitative technique of the survey applied to 403 people was used. Through the results, all the hypotheses raised were validated and it was found that there is a positive influence between engagement, eWOM and the purchase decision. Finally, the results may contribute to the Lima tourism agencies having a better knowledge and management of their actions regarding marketing in social networks. / Trabajo de investigación

Sedan långt tillbaka i tiden har sexualisering använts inom marknadsföring som ett strategiskt verktyg för att öka och bibehålla konsumenters uppmärksamhet. Numera har digitaliseringen av marknadskommunikation lett till att konkurrensen om konsumenters uppmärksamhet är hårdare än någonsin. Kvinnor sexualiseras i högre grad än män och denna sexualisering har både ökat och tagit sig an nya former. Samtidigt som sexualiseringen av kvinnan förekommer befinner sig världen i fjärde vågens feminism vilket sätter press på marknadsföringskulturen. Att sexualiseringen av kvinnan inom marknadskommunikation kan samexistera med en alltmer utsträckt feministisk rörelse utgör ett mysterium vilket väckte vårt intresse att utföra denna studie. Tidigare forskning har haft ett starkt fokus på sexuella symboler som enskilda enheter vilket gör att ett forskningsgap dessutom existerar kring hur dessa symboler samverkar för att formge sexuella budskap. Studiens syfte är att förklara hur sexualiseringen av kvinnor tar form i fotografier publicerade som digital marknadskommunikation på sociala medier, hos modeföretag av typen fast fashion. Frågeställningarna vi ämnar besvara är följande: Hur ser symbolik för sex ut i bilder publicerade på instagram, utifrån innehåll med kvinnliga modeller? På vilka sätt används symboler för sex för att forma sexuella budskap i dessa bilder? Vilka sexuella budskap är det som utformas i dessa bilder? Vi studerar hur sexuella symboler används och kombineras för att identifiera vilka sexuella budskap som förekommer inom digital marknadskommunikation idag. Som grund till studien ligger ett teoretiskt ramverk som använts för att utveckla en analysmodell för sexualisering av kvinnor i bilder. Studien är fokuserad på tre fall vilka utgörs av modeföretag av typen fast fashion. Datainsamling av bilder har gjorts från respektive företags instagramkonto och bilderna har sedan analyserats genom semiotisk bildanalys utifrån den analysmodell vi själva tagit fram. Resultatet visar på fyra olika sexuella budskap som förekommer inom digital marknadskommunikation och hur symboler för sex används för att formge dessa. Resultatet påvisar att en isolerad symbol inte gör en bild sexuell, utan att de måste kombineras för att de sexuella budskapen ska uppstå. De sexuella budskap som identifierats är känslan att vara på plats med modellen, utrymme för fantasi, sexuell makt och sexigt utseende. Studiens resultat bekräftar tidigare forskning kring vilka symboler för sex som förekommer inom marknadskommunikation. Resultatet utvecklar även tidigare forskning och bidrar med ny teoribildning genom att identifiera hur dessa symboler används för att skapa sexuella budskap och vilka budskap som förekommer. Resultatet tyder också på är att sexualiseringen inom marknadskommunikation idag sker på ett subtilt sätt. Studien är begränsad till segmentet fast fashion, vidare forskning föreslås därför undersöka sexuell symbolik i andra segment av modebranschen. Studien är också begränsad till samtiden, vidare forskning föreslås som jämför sexuella budskap idag med hur dem formgetts historiskt. / Sexualized messages have since long ago been used as a strategic tool to create and maintain the attention of consumers. The digitalization of marketing communication has led to an especially increased competition for consumers' attention. Women are being sexualized more than men and this sexualization has both increased and taken on new forms. While this sexualization of women are carried through, the world is experiencing a fourth wave of feminism which is putting pressure on the marketing culture. That these two phenomena can coexist creates a mystery which awakened our interest to execute this study. Previous research has had a strong focus on solely symbols for sex, which means that there also exists a research gap how these symbols are being used to create sexual messages.The purpose of this study is to explain how the sexualization of women takes form in photographs published as digital marketing communication on social media, by fast fashion companies. The questions we intend to answer are: based on content with female models, what symbols for sex are used in pictures published on Instagram? In which ways are symbols for sex being used to create sexual messages in these pictures? What sexual messages are being created? The thesis is written in Swedish. We study how symbols for sex are being used and combined to identify what kind of sexual messages that exist in digital marketing communication today. A theoretical framework lays ground for the study and an analysis model for sexualization of women in pictures has been developed based on this framework. The study is focused on three cases in the form of fast fashion companies. Data collection was carried out through the collection of pictures from the company’s instagram accounts, and the data were analyzed through a semiotic picture analysis with help of the analysis model. The result of the study identifies four different sexual messages that exists in digital marketing communication and shows how symbols for sex are being used to create these. The results also shows that a symbol alone does not make a picture sexual, but that they need to be combined for sexual messages to be created. The sexual messages which were identified are the following: the feeling to be beside the model, room for sexual fantasies, sexual power and sexy appearances. The result of the study confirms previous research on what symbols for sex that are being used in marketing communication. Our results also expand previous research and contributes with new theories. This through the identification of how symbols for sex are being used to create sexual messages and what these messages are. The results also indicate that the sexualization of women nowadays is carried out in a discrete way. This study is limited to the fast fashion segment. Future research could examine if the sexualization of women takes different forms in other segments. This study is also limited to current day. Future research could therefore compare contemporary sexualization of women with historical such.

La interacción parasocial es un fenómeno que está presente en las relaciones de la audiencia con los influencers, sin embargo, no es tomada en cuenta en la elaboración de estrategias de marketing con influencers, quienes, hoy en día, cumplen un rol importante en la comunicación de las marcas. El presente trabajo es un estudio cualitativo realizado mediante entrevistas a especialistas en marketing, psicología y comunicaciones que busca profundizar en el conocimiento de la dinámica de la interacción parasocial entre influencers y su audiencia y sus efectos sobre la percepción de marca para determinar maneras de poder aprovecharla en beneficio de la marca. Con los hallazgos, se pudo determinar la consideración de la interacción parasocial en las estrategias de marketing actuales, los beneficios que esta trae para influencers y marcas; y maneras de poder gestionarla a través del mismo influencer. Debido a que es un elemento que surge en la audiencia, la interacción parasocial es una variable bajo el control del público. Es solo gestionable a través del influencer, mediante elementos relevantes a considerar desde la etapa de planeación de la estrategia, y, de esa manera, aprovechar la interacción parasocial desde etapas iniciales y no solo descubrirla en el desarrollo de una campaña. / Parasocial interaction is a phenomenon present in the relationships between audiences and influencers, however, it is not taken into consideration in the development stages of marketing strategies with influencers, who play an important role in brands’ communication today. This paper is a qualitative investigation carried out through interviews with marketing, psychology and communications specialists which looks for expanding the knowledge of the dynamics of parasocial interaction between influencers and their audiences and its effects on brand perception to determine ways to obtain brand benefits. With this study, it was possible to determine the role of parasocial interaction in current marketing strategies, the benefits it brings to influencers and brands; and ways to manage it through the influencer. Since it is an element that originates in the audience, parasocial interaction is a variable under their control. It is only manageable through the influencer, considering relevant elements since the planning stages of the strategy, so, that way, the brand can benefit from parasocial interaction since the planning stages and not only in the development stage of a campaign. / Tesis