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Research Article

A Study on the Strategy of Customer Engagement - Focused on the case of Snow Peak -

Nam Hyung Kim1 · Song, Sang Ho1

1 Kyung Hee University

Published: January 2018 · Vol. 22, No. 2 · pp. 1-30

DOI: https://doi.org/http://dx.doi.org/10.17287/kbr.2018.22.2.1

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Abstract

The purpose of this study is to explore the significance and significance of engagement in the development of domestic outdoor and auto camping industry and to help the modern enterprise to establish effective management strategy for successful relationship with customers. In order to contribute to the development of the outdoor industry and the formation of the right culture, we propose the implications of Snow Peak 's engagement strategy and suggest the direction of the brand strategy to the domestic outdoor industry, which is suffering from fierce competition and profitability reduction. As a method of research, firstly, the researches of literature and literature were reviewed, and the precedent studies on the approach were reviewed, and the theories were summarized and compared with the success cases of Snow Peak. This was applied to actual cases and general reviews were conducted. In the course of this process, the tradition and meaning of the traditional business and consumers have changed completely in the past in the development of the marketing concept, and it can be seen that the development of the Internet and the evolution of digital technology have accelerated. In other words, it has been recognized that the products and services that were unilaterally provided by the producers are being transferred to the consumers who have a lot of information and marketing ability through the internet and social media. Second, I explored catalogs and IR information to learn about the products and development process of Snow Peak, and conducted interviews with employees and customers to find out how Snow Peak has carried out specific engagement cases so far. In addition, I surveyed 150 customers who participated in the Snow Peak Way, a typical customer participation event that has been held for a long time at Snow Peak, and was able to confirm the satisfaction of customers who are actively connected with the brand and communicating. As a result, customers who are classified as a Royal Customer in Snow Peak have been able to confirm their pride as a brand user beyond brand royalty. It is concluded that this is consistent with the customer engagement cycle theory that the brand communicates with the customer through the engagement strategy and maintains the relationship and maintains the relationship through the engagement and bonding stage and moves to the true fan of the brand.
Keywords: 고객 인게이지먼트브랜드 전략관계 마케팅스노우피크