ISEM 2450 Group Project Web 2.0 Applicationscjianqi/ISEM_2450_Final_presentation.pdf · Final Presentation CHEN Jianqi (10509003) ... SWOT Analysis • Disintermediation ... Facebook

ISEM 2450 GROUP PROJECT

WEB 2.0 APPLICATIONS

Final Presentation

CHEN Jianqi (10509003) FEI Hang (09050590) JIANG Xiangyi (09050426) LI Mengdi (09050396) ZHAO Li (09050531)

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 ONLINE FORUM ONLINE CONSULTING

ONLINE SHOPPING SOCIAL MEDIA CONCLUTION

What is Watsons doing

Case 1

I bought a product

I feel it’s quite good I really want share it with other customers How? Go to http://www.mannings.com.hk/eng/



http://www.mannings.com.hk/eng/

Case 1

Still find no where to talk Disappointed What I need:



Case 2

Find the nearest Mannings store How? Again, I go to http://www.mannings.com.hk/eng/




Case 2

The letters really confuse me What I really want:



Case 3

It’s so hot outside and I am lazy But I really need to buy something in Mannings Again, I go to http://www.mannings.com.hk/eng/ Again, disappointed




Case 3

What I need:




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.



Vision and Mission

SWOT Analysis

• Disintermediation • Increasing costs • Fierce competition

• More attention paid to personal care and health • Online market • Self-branded products • Marketing through social

media • Mainland tourists

• Less convenient locations (compared to Watsons) • Higher price (compared to

pharmacies in the neighborhood) • Incompatible membership • Low sales of self-branded

products

• Professional consultancy • Brand recognition &

loyalty • Parent company support • Many branches open • Established relationship

with suppliers • Excellent customer service

Strengths Weaknesses

Threats Opportunities

Principles for Proposing Web 2.0s Applications

Proposing Web 2.0s to: Build on a strength Correct a weakness Exploit an opportunity Avoid a threat



Online Forum

What is “Online Forum”?



1.In time feedbacks

2.Effiecient communications

3.Quick reflection & solutions

4.Increasing sales &decrease extra expense

Need & Objectives for Online Forum

Communications

Customer Loyalty

Beauty products experience Extra credits reward

Products recommendations Special discounts

Shopping tips Coupons

Online Forum Features



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

How to Manage Online Forum?

Online Consulting

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



Online Consulting

Similar to the counter

consulting Pharmacists / Beauty

advisors Via internet



Objectives

Emphasizing professional image Attracting potential customers Nourishing customer relationship Enhancing customer loyalty Edge to competitors



Potential Impact

Increased sales More frequent customers Better customer

communication Better prediction of customer

behaviors Better cooperate image



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 ONLINE FORUM ONLINE

CONSULTING ONLINE

SHOPPING SOCIAL MEDIA CONCLUTION

Management

Staff Training Computer skills Online communication skills Other skills trained in the

counter advisors’ training programme

Time Evaluation 1~2 months



Online shopping

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

Voice of the Customer

Parent Company



Current “Online Shopping”

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



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!

FEATURES of Online Shopping

Safety R & D

Convenience Add to cart Check out Payment confirmation

Alternatives

Alliance with existing e-commerce company



Social Media

Features

Objectives Enhance Strength: Customer Relationship Low-cost Public Relations & Marketing Management

Management & Benefit Daily Maintenance Customer Relationship



Proposed Web 2.0s Summary

Investment Maintenance Short-term Benefits

Long-term Benefits

Google Map

Facebook

Twitter

Online Forum

Online Consulting

Online Shopping

Proposed Web 2.0s

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Documents

ISEM 2450 Group Project Web 2.0 Applicationscjianqi/ISEM_2450_Final_presentation.pdf · Final Presentation CHEN Jianqi (10509003) ... SWOT Analysis • Disintermediation ... Facebook