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All Journal Jurnal EMT KITA Jurnal JTIK (Jurnal Teknologi Informasi dan Komunikasi)
Heni Hayat
LSPR Institute of Communication and Business
Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Penggunaan Akun TikTok @beautetox dalam Membangun Brand Image Scrub Tanpa Bilas Pertama di Indonesia Maria Patricia Sitorus; Heni Hayat
Jurnal JTIK (Jurnal Teknologi Informasi dan Komunikasi) Vol 10 No 4 (2026): OCTOBER 2026
Publisher : Lembaga Komunitas Informasi Teknologi Aceh (KITA), Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/jtik.v10i4.6865

Abstract

The rapid growth of TikTok as a digital communication platform has encouraged beauty brands to utilize social media to build brand image and strengthen audience engagement. Beautetox, a local beauty brand, uses the TikTok account @beautetox to introduce its no-rinse scrub product through educational and interactive content. This study aims to analyze how the TikTok account @beautetox is used to build the brand image of no-rinse scrub products in Indonesia. This research employed a qualitative descriptive approach. Data were collected through in-depth interviews with five active followers of the TikTok account @beautetox, content observation during January–March 2025, and documentation studies. The analysis used Social Information Processing (SIP) theory and Chris Heuer's 4C concept (context, communication, collaboration, and connection). The findings show that informative product demonstrations, audience interaction through comments, and user testimonial content play an important role in shaping positive audience perceptions. Beautetox is perceived as a practical beauty brand with a distinctive product identity. The study concludes that TikTok can function as an effective communication medium in building brand image within the beauty industry.
Strategi Customer Relationship Management dalam Membangun Loyalitas Pelanggan: Studi Kasus TravelKif dengan Pendekatan Model IDIC Juwita Permata Sari; Heni Hayat
Jurnal EMT KITA Vol 10 No 4 (2026): OCTOBER 2026
Publisher : Lembaga Komunitas Informasi Teknologi Aceh (KITA), Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/emt.v10i4.6919

Abstract

PT Solutravel Jelajah Dunia (TravelKif) is a tour operator company that has provided travel packages to Europe since 2016. Amid increasing competition in the tourism industry and the impact of the COVID-19 pandemic, TravelKif has successfully maintained customer loyalty through the implementation of Customer Relationship Management (CRM). This study aims to analyze the CRM strategy implemented by TravelKif in maintaining customer loyalty using the IDIC model (Identify, Differentiate, Interact, Customize) proposed by Peppers and Rogers. This research employed a descriptive qualitative approach, with data collected through in-depth interviews, observation, and documentation. The research participants consisted of internal company representatives and TravelKif customers. The findings reveal that TravelKif has implemented all stages of the IDIC model in its CRM strategy. The identification stage was carried out through customer data collection and interaction history, differentiation was based on customer needs and loyalty, interaction was conducted through personal and continuous communication, while customization was implemented through personalized travel services based on customer preferences. The study found that the interaction stage was the most dominant factor in maintaining customer loyalty, as it fostered emotional engagement and long-term relationships. These findings indicate that a relationship-based CRM approach can serve as an effective strategy for tourism companies in maintaining customer loyalty amid industry competition and changing post-pandemic consumer behavior.
Co-Authors Juwita Permata Sari Maria Patricia Sitorus