Graphic Design Exhibition – YouTube

Hi everyone,

I found recording the introduction of the video super awkward but luckily Chanel took charge. I’ve made a quick YouTube video showcasing Chanel’s logo design pathway. Chanel is studying graphic design and she is super talented. She is currently working on her exhibition which is on the 29th of October 2018. The exhibition is will be held at CIT Reid. Keep a look out for her amazing work and please come to the exhibition if you’re interested.

Please excuse the quality of the video. I have no clue what happened when I uploaded the clip.

 

 

Internet Marketing 6379 @ University of Canberra

 

Personal Consumer Online Experience – Platypus

Technology has changed the way business and customers interact with one another. Interactions between a business and customer occurs during the information search process a customer undertakes. The internet acts as both a distribution and communication channel (Rose et al. 2011, p. 24). The  growth of e-commerce in Australia is increasing. As of 2017, 85% of Australians are engaging with the internet and an estimated 12.1 million are on social media platforms (TransDirect 2018). Online transactions are more convenient for customers these days with customers using online businesses to purchase goods and services (TransDirect 2018).

This post will discuss my online customer experience of using Platypus’s website. I will be using Rose and Hair’s (2011) online customer experience framework to discuss my personal experience. Rose and Hair’s framework consists of 8 components: information processing, perceived ease of use, perceived usefulness, perceived benefits, perceived control, trust and risk, and enjoyment. The components can positively or negatively influence or motivate the customer’s experience (Chaffey & Ellis-Chadwick 2016, pp. 77-78).

Information Processing

Information processing is how a consumer analysis all the available information that will influence their purchase behavior (Chaffey & Ellis-Chadwick 2016, p. 77). During my purchase process I had a specific product in mind which made me a directed buyer. I typed Adidas Campus into Google and Platypus was the 3rd search result. As I have previously had a positive purchase experience and prior knowledge at Platypus I decided to use their website.

Perceived Ease of Use and Perceived Usefulness

When a consumer visits a website the ease of using that site will influence their online experience (Chaffey & Ellis-Chadwick 2016, p. 77). The site’s layout and design should be easy to use as this will influence the consumers online experience (Digital Communications 2016). Platypus’s site is easy to use and the layout of the site made it easy for me to find what I needed easily. Customers can navigate the site through different categories, allowing for ease of use.

Perceived usefulness is how useful the site to customers. For example, does the site have a search facility, and the responsiveness of the site. How accurate and relevant is the information of the site (Digital Communication 2016). My experience with Platypus’s site is positive as I found my product quickly; the search option took me directly to my product.

Perceived Control & Skill 

Customers that are skilled with technology will feel they are in control when using websites. The importance of customers feeling confidence when using websites must be understood by organisations as these experiences influences future purchase behavior (Chaffey & Ellis-Chadwick 2016; Digital Communication 2016). The skills I possess ensures I am in control of what I view and how I navigate Platypus’s website.

Perceived Benefits 

Consumer are getting more familiar and comfortable with using online businesses as the technology adoption and infrastructure are improving day by day (Nielsen 2016, p. 4). Nielsen (2016, p. 22) state that there are a variety of reasons customer prefer to shop online. The convenience of shopping online reduces time and effort compared to being in a physical store. Access to a wider range of products and better deals. I personally do not shop online usually but as I did not have time to go to the physical store I decided to shop online. Platypus promotes that they do same day delivery as seen in the picture below. The second picture demonstrates how Platypus’s customers can sign up for their newsletter which informs customers with sales, competitions, products and the chance to win vouchers.

The website is easy to navigate and quickly allowed me to find my shoes. My overall online customer experience with Platypus was positive. In the future I will continue to use their websites to make purchases.

Quick question for everyone… How do you find your online customer experience when making purchases, and do they differ depending on the product or service?

 

 

Reference

Chaffey, D & Ellis-Chadwick (eds) 2016, Digital Marketing, Pearson, UK

Digital Communications 2016, ‘The online customer experience’, Digital Communications, web log post, viewed 30th August 2018, <http://www.digitalcommunications.net.au/2016/08/28/the-online-consumer-experience/&gt;

Nielsen 2016, Global connected commerce, is e-tail therapy the new retail therapy, Nielsen, viewed 30th August 2016, <http://www.nielsen.com/content/dam/nielsenglobal/jp/docs/report/2016/Nielsen-Global-Connected-Commerce-Report-January-2016&gt;

Rose, S, Hair, N & Clark M 2011, ‘Online customer experience: a review of the business to consumer online purchase content’, International Journal of Management, vol. 13, pp. 24-39.

TransDirect 2018, ‘The exploding growth of ecommerce in Australian: 4 statisitics you need to know’, TransDirect, web log post, viewed 28th August 2018, <https://www.transdirect.com.au/blog/aus-ecommerce-stats&gt;

5 I’s of Internet Marketing

The 6 I’s of internet marketing consist of: interactivity, intelligence, individualization, integration, industry restructuring and independence of location. This post will focus on interactivity, intelligence, individualization, integration and independence of location.

Interactivity

Chaffey and Ellis-Chadwick (2016, p. 37) states the characteristics of interactivity are: customers will initiate contact, and the customer uses the site to seek information. JB Hi-Fi’s website allows for their customers to engage with the products they offer through the search bar. Customers that have any enquires can contact them through the ‘contact us’ page and the business will respond within a 24 hours. JB Hi-Fi’s website is well designed as customers can easily maneuver and engage with the content.

 

Intelligence

Intelligence is a cost efficient method of collecting data on customers. This method provides intelligence on customer’s activities and preferences (Chaffey & Ellis-Chadwick 2016, p. 38). JB Hi-Fi uses cookies to gather data on their customers that they will use in the future (Versaw 2011).

Individualization

Individualization refers to the customization based on a customer’s location, gender, interests, age etc to provide more personalized content (Chaffey & Ellis-Chadwick 2016; Versaw 2011). When I go onto JB’s website I am greeted with ‘Hi Inkyin’.

Currently when customers visit the website, they are greeted with ‘Father’s day gift guide’, this can be deemed as personalization as the ad is targeting individuals that might be looking to purchase a gift for their father.

Integration

Integration is the use of multiple marketing channels to communicate with their customers (Chaffey & Ellis-Chadwick 2016, p. 38). JB Hi-Fi uses Facebook, Twitter, Youtube and Google Plus as tools to communicate with their customers and customers can also use these social media platforms to communicate with the business. Communication between the business and customer is more efficient on these platforms.

   

   

Independence of Location

Independence of location is being able to connect with customers no matter where they are. Customers can use their mobile phones, tablets and personal computers to access the website from anywhere at anytime to their convenience (Versaw 2011).

 

References 

Chaffey, D & Ellis-Chadwick (eds) 2016, Digital Marketing, Pearson, UK

JB HI FI 2018, JB HI FI, viewed 23rd August 2018, <https://www.jbhifi.com.au/&gt;

Versaw, K 2011, ‘The 6 I’s of internet marketing’, Hubshout, web log post, 16th August, viewed 23rd August 2018, <https://hubshout.com/?The-6-I%E2%80%99s-of-Internet-Marketing&AID=324&gt;

 

Business & Revenue Model of Uber Eats

 

Business Model

Uber Eats is an online food delivery platform that was launched by Uber in 2014 in California. The platform was launched in April 2016 in Australia, and since the launch more than 5000 restaurants and customers have signed up (Waters 2017). The app allows customers to access multiple restaurants based on their location and preferences (Taneja 2018). When going into the app, restaurants based on the customers location will show up – “popular near you”. Customers can scroll through the list or search a category of food: Thai, vegan friendly, Japanese, American, gluten free etc. Once the items are chosen, customers proceed to the check out and then wait for their order to arrive.

Uber Eats has two transactional business models: Business to Business (B2B) and Business to consumer (B2C). Business to business is the transaction that occurs between Uber Eats and the restaurants, and B2C is the transaction between Uber Eats and the customers.

                                                             (Taneja 2018)

There are four components of Uber Eats.

1.Customer real-time ordering -there is a list of items from a variety of menus and restaurants the customer can choose from. Customers can even rate the restaurant and add it as a favorite so it appears on the feed, and the location of the delivery is flexible (Taneja 2018).

2. Customer custom ordering -The customer customizes their order with regards to location, product and specific delivery times. This process also helps Uber Eats to be efficient as they can process orders that are similar (Taneja 2018).

3. Uber Eats drivers – The drivers register to become apart of the delivery network. The location of the driver will determine if they are selected for that certain order. The proximity of the restaurant and customer is important as orders need to be delivered within a reasonable time (Taneja 2018).

4. Restaurant partners – Restaurants partnering with Uber Eats helps the business to have a virtual presence on the platform. The demand for food delivery apps is increasing as customer’s behaviour is changing (Taneja 2018).

Revenue Model

1.Delivery fees – The delivery fees from customers has a fixed price ($5) plus surcharges depending peak hours.

2.Revenue sharing – Reoccurring revenue is achieved by the amount of orders fulfilled by Uber Eats. The shared revenue from restaurants can range from 15%-40%, currently the commission is 35% (Chau 2018).

3.Advertising – Marketing fees are charged to restaurants that wants to maintain their position as top searches within the app. The use of the app by many competing restaurants is increasing, therefore restaurants has no issue paying the fee to ensure their visibility to customers (Taneja 2018).

After reviewing Uber Eat’s business and revenue model, do you as a consumer think they will change their business and revenue model in the near future to maximize profits?

 

References

Chau, D 2018, ‘Uber eats imposes unfair contracts’ and ruins deliveries, restaurateurs allege’, ABC, 22nd April, viewed 23rd August 2018, <http://www.abc.net.au/news/2018-04-22/uber-eats-criticised-over-conditions-on-restaurant-owners/9662814&gt;

Taneja, S 2018, Cost to make a food ordering app like ubereats, JungleWorks, viewed 21st August 2018, <https://jungleworks.com/cost-to-make-a-food-ordering-app-like-ubereats/ >

Uber Technologies 2018, ubereats, viewed 20th August 2018, <https://www.ubereats.com/en-AU/ >

Waters, C 2017, ‘How ubereats is changing the way we eat and how restaurants run’, The Sydney Morning Herald, 30th June, viewed 22nd August 2018, <https://www.smh.com.au/business/small-business/how-ubereats-is-changing-the-way-we-eat-and-how-restaurants-run-20170629-gx15dq.html&gt;

 

 

 

About Me

Hi everyone,

my name is Inkyin and I am in my last semester of Bachelor in Marketing Management @ UC. I was born in Thailand, however I am Burmese. After I graduate I would love to travel to Burma as I have never been and it would be amazing to see my family and all the beautiful sites (especially Shwedagon Pagoda). 

I am currently working @ ANU as catering assistant. I am the oldest out of my siblings, I have a sister and 2 brothers. 

This blog will discuss topics related to the unit ‘Internet Marketing’ and I am looking forward to communicating with you and any feedback is appreciated. 

        Thank you for joining me!

(image from https://www.tripsavvy.com/shwedagon-pagoda-in-yangon-1458252 by Greg Rodgers 2017)