Virtual Communities as Sites of Market Genesis: A Netnographic Study of Netflix India and Amazon Prime Video India s Facebook Groups

Abstract

The study is aimed at examining the online brand image building and user engagement strategies adopted by the two Video on Demand Service providers, Amazon Prime Video India and Netflix India. It also analyses the communication patterns between the subscribers and the brand. The paper utilizes a method called Netnography or virtual Ethnography and studies two communities the official Facebook groups Netflix India and Amazon Prime Video India. Data was collated by acquiring two approaches, Observation and Extraction of archival data. The method not only shed light on strategies used by the service providers to engage the audience, but also witnessed the efforts by the brands of converting consumers into fan bases. It helped in discerning the communication process within the community, within the members and with the brand, contributing towards a brand building exercise on the Facebook group. Lastly, the data gathered also helped in evaluating quantitatively and qualitatively if the methods are working in favor of the brands or not. The results are not only indicative of how social media presence affects a brand image, but also how fan cultures have replaced the relationship of a service provider and buyer. These groups are emerging not only as sites of creating market space, but also for fan congregations. Participants interact not only with the brand, but also with each other and further inviting new subscribers to the group as well, laying a case for virtual word of mouth publicity. These groups are also instrumental in providing a quick feedback to the administrators of the page about the strategies adopted for marketing their content through Facebook groups.