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"Sebagai upaya untuk membangun dan menjaga hubungan dengan konsumen, Shell Advance melalui kampanye digital “Libas Tantangan Kita” menggunakan keterlibatan konsumen dan daya tarik emosional sebagai strategi pemasaran. Terdapat empat elemen yang saling berkaitan dalam pembentukan keterlibatan konsumen, yaitu: konten, daya tarik yang digunakan, saluran media, dan respons yang diberikan konsumen. Makalah ini akan memberikan analisa deskriptif, melalui analisis keempat elemen, keterkaitan antara branded story content dengan dimensi consumer engagement, serta menganalisis bentuk dan sifat keterlibatan konsumen pada kampanye. Hasil analisis diperoleh melalui metode kualitatif deskriptif dan data sekunder melalui observasi online di website resmi, akun media sosial (Facebook, Twitter, dan Instagram) brand ambassador, dan konsumen yang ditelusuri dari hashtag #LibasTantanganKita. Ditemukan penggunaan daya tarik emosional dalam konten membentuk keterlibatan konsumen yang positif, terlihat dari mayoritas respons, komentar, dan unggahan konsumen yang memberikan pujian positif kepada kampanye dan tokoh kampanye, merasa terinspirasi, hingga melakukan refleksi dengan pengalaman pribadi.

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To build and mantain consumer relationships, Shell Advance through its “Libas Tantangan Kita” digital campaign uses consumer engagement and emotional appeal as their marketing strategy. There are four interrelated elements on shaping consumer engagement i.e. content, approach/appeal, media channels, and responses given by the consumers. This paper will provide descriptive analysis, through analyzing the four elements with the campaign’s marketing strategy, the relationship between branded story content and the dimensions of consumer engagement, as well as analyzing the forms and features of the consumer engagement itself. The results were obtained through descriptive qualitative methods and secondary data through online observation on the official website, and brand ambassador’s and consumer’s social media accounts (Facebook, Twitter, and Instagram). This paper found that the use of emotional appeal in the content forms consumer’s engagement positively. Most of consumer’s responses, comments, and uploads are positive, such as giving praise to the campaigns and brand ambassadors, feeling inspired, and also reflecting on their own personal experiences."

"ABSTRAKSelf-generated validity research has demonstrated that responding to survey questions changes subsequently measured judgements and behavior. We examine the scope and persistence of the effect of measuring satisfaction on customer behavior over time. In a field experiment conducted in a financial services setting, we hypothesize and find that measuring satisfaction (a) changes one-time purchase behavior, (b) changes relational customer behaviors (likelihood of defection, aggregate product use, and profitability), and (c) results in effects that increase for months afterward and persist even a year later. These results raise questions concerning the design, interpretation, and ethics in the conduct of applied marketing research studies."