ISEM 2450 GROUP PROJECT WEB 2.0 APPLICATIONS

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1 ISEM 2450 GROUP PROJECT WEB 2.0 APPLICATIONS CHEN Jianqi ( ) FEI Hang ( ) JIANG Xiangyi ( ) LI Mengdi ( ) ZHAO Li ( ) Final Presentation

2 Health and Beauty (Personal Care Products) Retailer Chain Industry Leading Role No.1 Health and Beauty chain in Hong Kong, with more than 300 stores in Hong Kong Fierce Competition from Watsons Similar products & service and Similar size INTRODUCTION SWOT FORUM CONSULTING SHOPPING SOCIAL MEDIA CONCLUTION

3 What is Watsons doing

4 Case 1 I bought a product I feel it s quite good I really want share it with other customers How? Go to INTRODUCTION SWOT FORUM CONSULTING SHOPPING SOCIAL MEDIA CONCLUTION

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6 Case 1 Still find no where to talk Disappointed What I need: INTRODUCTION SWOT FORUM CONSULTING SHOPPING SOCIAL MEDIA CONCLUTION

7 Case 2 Find the nearest Mannings store How? Again, I go to INTRODUCTION SWOT FORUM CONSULTING SHOPPING SOCIAL MEDIA CONCLUTION

8 Case 2 The letters really confuse me What I really want: INTRODUCTION SWOT FORUM CONSULTING SHOPPING SOCIAL MEDIA CONCLUTION

9 Case 3 It s so hot outside and I am lazy But I really need to buy something in Mannings Again, I go to Again, disappointed INTRODUCTION SWOT FORUM CONSULTING SHOPPING SOCIAL MEDIA CONCLUTION

10 Case 3 What I need: INTRODUCTION SWOT FORUM CONSULTING SHOPPING SOCIAL MEDIA CONCLUTION

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13 Vision and Mission Vision: To make Mannings the No.1 professional health and beauty corporation that takes care of the well-being of society. Mission: To lead the trend and the industry in taking care of the well-being of society and hope. INTRODUCTION SWOT FORUM CONSULTING SHOPPING SOCIAL MEDIA CONCLUTION

14 SWOT Analysis Professional consultancy Brand recognition & loyalty Parent company support Many branches open Established relationship with suppliers Excellent customer service Strengths Weaknesses Less convenient locations (compared to Watsons) Higher price (compared to pharmacies in the neighborhood) Incompatible membership Low sales of self-branded products More attention paid to personal care and health Online market Self-branded products Marketing through social media Mainland tourists Opportunities Threats Disintermediation Increasing costs Fierce competition

15 Principles for Proposing Proposing Web 2.0s to: Build on a strength Correct a weakness Exploit an opportunity Avoid a threat Web 2.0s Applications INTRODUCTION SWOT FORUM CONSULTING SHOPPING SOCIAL MEDIA CONCLUTION

16 Online Forum

17 What is Online Forum? INTRODUCTION SWOT FORUM CONSULTING SHOPPING SOCIAL MEDIA CONCLUTION

18 Need & Objectives for Online Forum 1.In time feedbacks 2.Effiecient communications 3.Quick reflection & solutions 4.Increasing sales &decrease extra expense

19 Online Forum Features Communications Customer Loyalty Beauty products experience Products recommendations Shopping tips Extra credits reward Special discounts Coupons INTRODUCTION SWOT FORUM CONSULTING SHOPPING SOCIAL MEDIA CONCLUTION

20 How to Manage Online Forum? For Statistics For Manual Control For Systems Every day statistics collection Question &answer Computer Managements Statistics analysis Coupon deliveries & discounts System maintenance Products improvements & elimination

21 Online Consulting

22 Online Consulting Guideline according to SWOT analysis: Enhancing the professionalism strength Diminishing the limited access to professionals weakness Catching the e-trend opportunity Reacting to competitors first-acting brand name setting up threats INTRODUCTION SWOT FORUM CONSULTING SHOPPING SOCIAL MEDIA CONCLUTION

23 Online Consulting Similar to the counter consulting Pharmacists / Beauty advisors Via internet INTRODUCTION SWOT FORUM CONSULTING SHOPPING SOCIAL MEDIA CONCLUTION

24 Objectives Emphasizing professional image Attracting potential customers Nourishing customer relationship Enhancing customer loyalty Edge to competitors INTRODUCTION SWOT FORUM CONSULTING SHOPPING SOCIAL MEDIA CONCLUTION

25 Potential Impact Increased sales More frequent customers Better customer communication Better prediction of customer behaviors Better cooperate image INTRODUCTION SWOT FORUM CONSULTING SHOPPING SOCIAL MEDIA CONCLUTION

26 Features Conducted by professional pharmacists / beauty advisors Providing Medicine using guidance Consultation Make-up tips Skin care guidance Skin care product analysis Latest skin care trends INTRODUCTION SWOT FORUM CONSULTING SHOPPING SOCIAL MEDIA CONCLUTION

27 Management Staff Training Computer skills Online communication skills Other skills trained in the counter advisors training programme Time Evaluation 1~2 months INTRODUCTION SWOT FORUM CONSULTING SHOPPING SOCIAL MEDIA CONCLUTION

28 Online shopping

29 The NEED for Online Shopping Build on a strength Well-known brand name Correct a weakness Poor store location Exploit an opportunity Development of e-commerce Avoid a threat Disintermediation Current website of Mannings only member reward redemption plan

30 Voice of the Customer

31 Parent Company INTRODUCTION SWOT FORUM CONSULTING SHOPPING SOCIAL MEDIA CONCLUTION

32 Current Online Shopping

33 OBJECTIVES for Online Shopping To capture all potential market share To increase sales to potential customers To satisfy and delight customers better To increase customer loyalty To strengthen the brand name of Mannings INTRODUCTION SWOT FORUM CONSULTING SHOPPING SOCIAL MEDIA CONCLUTION

34 IMPACT of Online Shopping --A double-edged sword Revenue from online shopping increases Potential customers Old customers Sales from physical stores may decrease Less pressure on physical stores, thus can reduce the labor cost and even store maintenance cost Increasing brand awareness Overall effect: profit increase!

35 FEATURES of Online Shopping Safety R & D Convenience Add to cart Check out Payment confirmation

36 Alternatives Alliance with existing e-commerce company INTRODUCTION SWOT FORUM CONSULTING SHOPPING SOCIAL MEDIA CONCLUTION

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38 Social Media

39 Features Objectives Enhance Strength: Customer Relationship Low-cost Public Relations & Marketing Management Management & Benefit Daily Maintenance Customer Relationship INTRODUCTION SWOT FORUM CONSULTING SHOPPING SOCIAL MEDIA CONCLUTION

40 Proposed Web 2.0s Summary

41 Proposed Web 2.0s Investment Maintenance Short-term Benefits Long-term Benefits Google Map Facebook Twitter h Online Forum Online Consulting h h h Online Shopping h

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