MIS 2 Project Report Find a local business

MIS 2 Project Report Find a local business that you know and develop a social commerce site for the business. Group 6 Group members: 971636 林瑋軒 971743 張凱鈞 991611 廖翎伃 991636 黃千芸 991647 黃姿箏 991656 施雅馨 991658 林琬真 991659 張夢芸 1001662 Bojang, Sally

Contact with the Business Start to negotiate with businesses for setting up the Fan Page of FACEBOOK 991647黃姿

Negotiation failure experience l 樂活鮮瓶(LOHAS): The proprietors refuse to our plan because that they don’t need this project currently. Photo from http: //www. lohast. com. tw/, 樂活鮮瓶LOHAS

l 慕堤義大利麵: The business is thriving already so that they feel our plan is unnecessary, furthermore, they don’t want to take any discount for customers. Photo from 平價義大利麵餐館- 慕堤意廚@ 寒樓: : 隨意窩Xuite日誌

Business information 阿諾複合式餐飲 (ANuo Compound Restaurant) • • Located in Yuan Ze University dormitory area A extremely new restaurant, opened in May, 2013, just two month ago

�Main meals : Pancake, hamburger, ice cream, juice and drinks Photos are thanks for proprietor provide

Discuss difficulties l The proprietor is not really know what the Fan Page of FACEBOOK is. l The boss and staff don't operate the FB page with us, must be informed by us. l The proprietor unwilling to take any other discount for customers.

Preliminary Operation l We Explained and demonstrated to what the Fan Page of FACEBOOK is for the proprietor. l We proposed to what the benefits can be take by setting up the Fan Page. l We maintain the original discount(10% off for every customers), and think about other proposals to benefit both the proprietor and customers.

Negotiation process l We illustrated what we will do for this plan l The proprietor introduced their food and emphasized which one is the most distinctive that he wants to popularize (Papaya Milk)

l We asked the proprietor for menu, some food photos and financial statements l We teach the proprietor how to link to the Fan Page and browse it so that we can keep in touch with the proprietor l We regular to report back the Fan Page’s situation and beneficial result for the proprietor every weeks

Achievements and Proprietor opinion l We find fulfillment in more and more people to know the ANuo Compound Restaurant by the Fan Page l The proprietor hopes to the Fan Page’s fans be even more so that can attract to more customers

Part A. Write out a complete plan on how you build up the social commerce site.

(I) The local business current business problems 991656施雅

Business Problems l Location l The Habits of Consumption l Subjective Impression Reference : Photo is thanks for proprietor provide

Reference: Photo from http: //www. yzu. edu. tw

Location l The restaurant is located on the farthest place in the school, students live outside don't know the new restaurant. l After class, students may directly go outside for lunch, they rarely eat lunch in school. l It's a long distance from classrooms to restaurants, and most of students have classes in the afternoon, they won't go inside the food court under the dorm. l Students live in the old dorm would choose the closest place to eat lunch.

The Habits of Consumption l Many students don't have the habits of drinking Afternoon Tea. l Many students like to go to other restaurants for lunch, they do notice a new restaurant. Reference : Photo is thanks for proprietor provide

The Habits of Consumption �Some students have class at one p. m. , they may choose some convenient, fast and cheaper food. Reference : Photo is thanks for proprietor provide

Subjective Impression The first impression: The Building looks like gorgeous, so that many customers think the food is very expensive.

(II) Business objectives of this new IS/IT systems 971636林瑋

Business objectives �Increase 30% stable consumers �Earn more 20% profit through the Page

(III) How you evaluate the possible solutions to the business problem and eventually come up with a decision for a solution

Problems and Possible Solutions l Location üThere is no solutions l The habits of consumption üintroduce meals üincoming combo meals l Subjective impression üpromotion activities

Introduce the meals with pictures to attract more customers �People are easy to be lured by the good looking food

Introduce the incoming combo meals � For a lower price � New habits of enjoying afternoon tea

Advertise the Promotion Activities �ANou restaurant gives 10% off for YZU student. We are still discussing with the owner about offering new preferential treatments to attract more customers.

About Running a fan page 991636黃千

Goal l Lead fans to its Page and ultimately engage them with other content l Drive customer engagement and generate more leads Reference : Photo from https: //www. facebook. com/ANuoin. YZU

Steps to run a fan page Step 1 - Build To create general awareness around its brand ü Selection of Arnold's boss take a photo with store as a picture of a photograph (profile picture), the cover photo is the staff that is producing meals in the restaurant. ü Posts information on the page. Likes, ü Location : No. 135, Yuanyang St. , Zhongli City, Taoyuan County 320, Taiwan (R. O. C. ) ü Phone: (03) 376 -8998 ü Business hours : 7: 30 a. m. - 17: 00 p. m. Reference : http: //www. inboundjournals. com/category/social-mediamarketing-case-studies/

Reference : Photo from https: //www. facebook. com/ANuoin. YZU

Steps to run a fan page(cont’d) Step 2 -Connect Link with the public. ü Students express invitation or friends to see Arnold compound catering professional. ü If you want to get information you can say ”Likes” ü Students praise express through friends or increased aeration intensity to allow more people to see. ü Post actual pictures attracted people to dine. ü By posting some news on Facebook to tell the public offer increased opportunities for customers to dine. Reference : http: //www. inboundjournals. com/category/social-mediamarketing-case-studies/

Reference : Photo from https: //www. facebook. com/ANuoin. YZU

Steps to run a fan page(cont’d) Step 3 -Engage Interact with the fans. ü increased engagement on its Page in several ways ü Posted updates everyday about marketing conferences and e-commerce tips as well as links to demos and videos ü Asked questions such as” which offer is best to attract customer? ü Providing customized services. For example: "Customer want to create their own favorite flavor '". ü "Focus on fan"-every week offers five fans to upload picture that took in restaurant , then get a piece of pie for free. Reference : http: //www. inboundjournals. com/category/social-mediamarketing-case-studies/

Reference : Photo from https: //www. facebook. com/ANuoin. YZU

Result ü With potential customers. ü Increased flows have a positive effect. ü Reduce marketing costs. ü Community media made efforts to generate more exposure for the enterprise.

Future Expanded scope. üBy using different social media. Twitter Pinterest You. Tube Instagram Google+ Reference : Photo from http: //zh. wikipedia. org/wiki/Twitter/ http: //zh. wikipedia. org/zh-tw/Instagram http: //www. arianegriffiths. com/how-to-use-pinterest-for-yourbusiness/ http: //zh. wikipedia. org/wiki/Google%2 B

Part B. Think of a method of how you can measure the effect of the social media on sales volume 971743張凱

Why social media become mainstream marketing channels l Cost : üIt can reduce lots of cost l The potential value of fans üthe fans have virality. üFacebook's statistics are found that each person has an average of 130 Community users Reference : http: //www. databank. org. tw/Topic. aspx? topic=2

Why social media become mainstream marketing channels(cont’d) l Immediately üIt can instantly updated information and reply to questions üIt can improve the business and customers connection Reference : http: //www. advocacyla. org/tl_files/presentations/socialnet working/html/web_data/file 3. htm

Social media measurement standards l Dialogue rate üThe biggest advantage of social networks is to construct a set of real-time two-way dialogue platform. üA Dialogue rate=number of reactions. l Magnification üIt mean the Enterprises can spend money to increased the exposure. üthe social network was able to relatively low cost to get the same or better results. ümagnification = number to be shared Reference : http: //www. socialnetwork. tw/2012/03/社群網路測量準則 /#. Ub 6 TDo 0 y. Rmf

Social media measurement standards(cont’d) l Approval rate üFrom the point of view of approval rating, we can easily understand what the consumer likes and dislikes ümagnification = number to be shared l Economic Benefits üEconomic Benefits=Short + long-term economic benefits of revenue and cost savings üThe relations of increase fan and business. Reference : http: //www. socialnetwork. tw/2012/03/社群網路測量準則 /#. Ub 6 TDo 0 y. Rmf

Method to measure the effect l Measuring Reach üDetermine how many people you could potentially connect with on social media. üYour content reach is limited only to the amount of friends and followers that people who engage with your brand have. Reference : http: //www. socialmediaexaminer. com 991611廖翎

Method to measure the effect(cont’d) l Measuring Engagement üEngagement shows how many people actually cared enough about what you had to say to result in some kind of action. üDetermine the number of times your links were clicked and your messages were liked or commented on. Reference : http: //www. socialmediaexaminer. com

Method to measure the effect(cont’d) l Measuring Influence üLook at whether the engagement metrics listed above are positive, neutral or negative in sentiment. ü 87% trust a friend’s recommendation over a review by a critic. l Using Data üDoes an increase in website visits actually lead to a higher income? üDid your website store experience a spike in traffic soon after you posted on Facebook? Reference : http: //www. socialmediaexaminer. com

Method to measure the effect(cont’d) l Web Analytic Tool üGoogle Analytics üRadian 6 üTwitalyzer üSocial Mention

The growing on sales volume 140 120 100 80 60 Press Likes 40 20 From 5/25 created the Page Up to now, our fan page have 120 likes. 5/ 25 / 5/ 201 27 3 / 5/ 201 29 3 / 5/ 201 31 3 /2 6/ 013 2/ 2 6/ 013 4/ 2 6/ 013 6/ 2 6/ 013 8/ 6/ 201 10 3 / 6/ 201 12 3 / 6/ 201 14 3 /2 01 3 0 8000 Before operate the fan page, the average income of the store is 3438 dollars/day 7000 6000 5000 4000 3000 2000 1000 5/ 25 / 5/ 201 27 3 / 5/ 201 29 3 / 5/ 201 31 3 /2 6/ 013 2/ 2 6/ 013 4/ 2 6/ 013 6/ 2 6/ 013 8/ 6/ 201 10 3 / 6/ 201 12 3 / 6/ 201 14 3 /2 01 3 0 Net income After operate the fan page, the average income of the store is 6161 dollars/day

Part C. Describe how you manage the social commerce site

(I) Maximize your customer interactions 1001662 Bojang,

Make your fan page a complete knowledge hub l When brainstorming how to entice users to join and interact about your fan page, the challenge is to come up with ways to encourage them to interact with the page continuously over time and prevent disengagement. Reference : http: //www. socialmediaexaminer. com/3 -ways-to-boostinteraction-with-your-facebook-fans/

Instant Reply l Despite the level of connection you think you have with your fans on Facebook, many still express pleasant surprise when you respond to them personally on the social network. l Use fan names when you can, and respond one- on-one to the comments they make. This proves to fans you are listening and are receptive to their commentary and feedback, making it more likely that they will post in the future. Reference : http: //www. socialmediaexaminer. com/3 -ways-to-boostinteraction-with-your-facebook-fans/

Instant Reply(cont’d) We will give our customers the most immediate response to address customer questions. Reference : Photo from https: //www. facebook. com/ANuoin. YZU

Facebook Questions or Poll l Most users can’t resist answering polls, especially if it is in their field of interest. This interaction is indeed limited, but hopefully it will encourage participants to return to your page to find out if their choice also earned the majority’s vote. Reference : http: //www. pitstopmedia. com/sem/how-to-encourage-fanparticipation-and-interaction-on-facebook

Seeking Opinions from fans l It is very important to invite conversation by asking your fans’ opinions on your menu, or asking them to tell you what sorts of content they’d appreciate. l Everybody likes being asked, and fans feel extra- appreciated when you fulfill these desires—so don’t ask them for input you never intend to use or incorporate. Reference : http: //www. socialmediaexaminer. com/3 -ways-to-boostinteraction-with-your-facebook-fans/

Seeking Opinions from fans(cont’d) We ask about customer satisfaction and comments Reference : Photo from https: //www. facebook. com/ANuoin. YZU

My Top Fans or Fan of the Week l Recognizing a weekly fan will prompt others to post compliments as well. It will nevertheless make your fans become familiar with each other. l Hopefully this will also encourage other fans to frequently post on your business fan page in the hopes of becoming Fan of the Week themselves. It may help to give the winners some incentive too to encourage others to vie for the title. l We have a plan that is about chosen three or five fans weekly with a free meal activities , but not implemented yet. Reference : http: //www. pitstopmedia. com/sem/how-to-encourage-fanparticipation-and-interaction-on-facebook

Keep things simple l Above all, don’t try to overload customers with pointless interaction. Basically, don’t drive them nuts when dealing with them! l All in all the way you interact with customers is your decision, So when dealing with them always make things simple and interactive. Reference : http: //12 most. com/2012/01/19/12 -essential-ways-interactcustomers/

(II) Better manage your fans and friends of fans 991658林琬

Why better manage fans and friends of fans is important? l Many businesses think of Facebook as the place to get new customers, and it can be, but the most effective way to get those new customers is through word-of-mouth. l Next Best Customer Is Connected to Your Current Customers Reference : http: //www. marismith. com/proven-ways-improve-your-facebook-

How we manage the social commerce site on fans and friends of fans? l Ask customers to post photos on our fans page l Feature customers on our Facebook l Create an extraordinary visual experience that customers want to share (photos, video…) Reference : http: //www. marismith. com/proven-ways-improve-your-facebook-

Ask customers to post photos on our fan page �For that, friends of customers might see the posts and they will probably visit the store. �Increase exposure frequency.

Tag customers on our Facebook �This is another way to advertise the store. �It can not only give our regular customers the last news of our products, but gives information to their friends.

Create an extraordinary visual experience that customers want to share �Provide seasonal special products. �Increase product diversity. �Attract customers to share our information.

What are we going to do? �Provide �Build incentives for sharing contests for sharing and social spread

(III) Optimize sales generations 991659張夢

How to increase sales? l Tier the customers. l Build the customer loyalty. l Give the customers the inside scoop. l Distribute free samples to customers. Reference : http: //sbinfocanada. about. com/od/salesselling/a/increasesales. htm

Tier The Customers l There should be a clear and obvious difference between regular customers and other customers──a difference that our regular customer perceive as showing that you value them. Reference : http: //sbinfocanada. about. com/od/salesselling/a/increasesales. htm

Build The Customer Loyalty l How can you expect customer loyalty if all customers are treated the same? ü Greeting them by name. üGiving regulars discounts. ü[Repeat sales] Reference : http: //sbinfocanada. about. com/od/salesselling/a/increasesales. htm

Give The Customers The Inside Scoop l For example, we should tell the customers if there is 20% off next week. They might come back, and maybe bring a friend. ü We can give customers the inside scoop by emailing or calling them. Reference : http: //sbinfocanada. about. com/od/salesselling/a/increasesales. htm

Distribute Free Samples to Customers l As the customer who bought the original product, I might try and like the sample of the new product and buy some of it, too. Or I might pass on the sample to someone else, who might try the product, like it, and buy that and maybe other products from the store. Reference : http: //sbinfocanada. about. com/od/salesselling/a/increasesales. htm

What Did We Do to Increase Sales? l Giving 10% off for all the YZU students. üBecause of the location, we believe that most of our customers are YZU students. We want them to feel special being a part of YZU, therefore, we offer 10% off for all the YZU students. Reference : http: //sbinfocanada. about. com/od/salesselling/a/increasesales. htm

What Did We Do to Increase Sales? l Telling all the potential customers last information through emails. üEveryone is a potential customer. We emailed to all the students and gave them the information about the 10% off discount. We want to attract new customers and also entice regular customers to come back. Reference : http: //sbinfocanada. about. com/od/salesselling/a/increasesales. htm

What Are We Going to Do? l Provide daily special meal.

Thanks!