BACHELOR IN BUSINESS ADMINISTRATION

SCHOOL: BUSINESS ADMINISTRATION

SEMESTER

MALAYSIAN GOVERNMENT AND PUBLIC POLICY

INDIVIDUAL ASSIGNMENT

Prepared for:

Lecturer’s name: Mr. Saboor

Prepared by:
Policy Resistance Case Study Focused on Government’s Intervention in the Conflict between Bi
Student’s Name: Olowokere-Alafe Olarewaju Adekunle
g-box stores and Traditional market in Korea
ID No: Alfa2018-0729

Subject Code: BBA

Submission date: 26th October, 2020

Contents
ANSWER NO 1.........................................................................................................................................4
Online business platform, its advantages and disadvantages.............................................................4
Advantages –......................................................................................................................................4
Disadvantages –.................................................................................................................................4
Advantages of paper catalog –..........................................................................................................5
Disadvantages –.................................................................................................................................5
ANSWER NO 2.........................................................................................................................................5
SOCIAL MEDIA IN THE BUSINESS WORLD................................................................................5
Why social media is important for business –.................................................................................5
POSITIVE EFFECTS OF SOCIAL MEDIA......................................................................................6
1. Social media adds a new dimension to your Omni channel customer service:......................6
2. Social media helps to reach out to a bigger audience:.............................................................9
3. Social media creates word of mouth.........................................................................................9
4. Social Media Marketing (SMM) is economical......................................................................10
5. Social media allows collecting first hand customer feedback:..............................................10
No. 3..........................................................................................................................................................10
3 Ways that online advertising network have improved on marketing techniques........................10
Web design:.......................................................................................................................................10
Search engine optimization (SEO):....................................................................................................11
Pay-per-click (PPC) advertising.....................................................................................................11
Social media marketing...................................................................................................................11
No. 4..........................................................................................................................................................12
DIFFERENCE BETWEEN E-BUSINESS AND WRITING A TRADITIONAL BUSINESS PLA
N............................................................................................................................................................12
Advantages of an e-business plan –................................................................................................12
Disadvantages –................................................................................................................................13
No. 5.........................................................................................................................................................13
Industries likely to use e-commerce and how it works......................................................................13
Shopping via Mobile Apps..............................................................................................................13
Sales from Smartphones and Tablets:............................................................................................13
One-Click Ordering.........................................................................................................................14
Social Commerce.............................................................................................................................14
Voice Shopping................................................................................................................................14
ANSWER NO 6.......................................................................................................................................14
 5 POTENTIAL BENEFITS OF B2B E-COMMERCE....................................................................14
1. Stretch your reach:.....................................................................................................................14
2. Watch that bottom line grow..................................................................................................14
3. Streamlining, efficiency and transparency.............................................................................15
4. Management of customers and suppliers alike......................................................................15
5. Ecommerce is e-friendly..........................................................................................................15
CITATIONS AND REFERENCES........................................................................................................16
ANSWER NO 1

Online business platform, its advantages and disadvantages

According to a 2018 study by big commerce, 82% of smartphone users research purchases online
before buying, even if they're buying it in store rather than on online. And a whopping 94% of B
2B shoppers do online research at some point in their buying process. That means the need for re
tailers to optimize their digital experiences is greater than ever. Delivering a printed catalog in th
e mail and hoping orders will start to come in just won't cut it anymore because the expectation t
hat you'll find product information and inspiration online is just too great. With online catalogs y
ou still provide an inspiring product experience while ensuring that product offers are accessible
to potential buyers.
As an example of accessibility done really well, look at Mueller Company. Often, B2B companie
s have really extensive product portfolios, resulting in a large number of catalogs. This complicat
es the problem of keeping information easily accessible but Mueller worked around this challeng
e by organizing all their catalogs centrally with our digital binder (one of paper’s most popular B
2B features, just FYI). What the binder does is organize catalogs into specific sections (like chap
ters in a book), so a reader can get an overview of catalog categories and quickly find the catalog
relevant to them. But more than that, the binders are searchable. So whatever product a shopper i
s looking for, in any catalog, all they have to do is look up the name to find it instantly. People li
ke to be inspired with content, which is why traditional catalogs have been as effective as a sales
tool, but with online shopping catalogs you can take it to the next level by adding videos, animati
ons and other interactive visual elements.

Advantages –
 Increased customer satisfaction and more accurate orders;
 Greater consistency and accuracy in purchasing processes;
 Reduced internal administrative costs - paper, printing, and distribution;
 Reduced costs for associated data processing operations.

Disadvantages –
 Increased competition. With e-commerce not only potential customers increase, but also
direct competitors. ...
 Lack of physical contact with the product.
 Lack of shop assistants. ...
 Lack of confidence is another disadvantage. ...
 Delivery time and shipping costs may sometimes be a deterrent.

Advantages of paper catalog –

 Ease of use
 Sharing information
 The paper catalogue, cornerstone of multichannel strategy
 Attract and project the company’s brand image
 Improving digital marketing with paper catalogues
Disadvantages –
 You can’t make changes once it printed
 Limited space
 Market research limitations

ANSWER NO 2
SOCIAL MEDIA IN THE BUSINESS WORLD

The impact of social media on businesses, both positive and negative, is immense. Do you agree?
90% of businesses agree to this. Either you are a startup or a small business, whether you are an
online store or an enterprise, social media is vital for your business marketing strategy. 71% of c
onsumers who have had a good social media service experience with a brand are likely to recom
mend it to others. This shows the importance of social media in businesses. In order to maintain
a competitive pace, businesses are bound to leverage popular social media platforms. Social platf
orms help you connect with your customers, boost brand awareness, and increase your leads and
sales. With more than three billion people across the globe using social media, it’s no passing tre
nd.

Why social media is important for business –

Social media has greatly transformed the business landscape. It is one of the most important aspe
cts of digital marketing, which provides incredible benefits that help reach millions of customers
worldwide. If you are a CEO or a small business owner, it is very important to know why you ne
ed to be on social media and how it is going to affect your business. There are several questions
you must ask yourself before you plan your social media strategy.
 What are the channels where my customers are present?
 What are the ways to target my audience on those channels?
 What are my objectives and the RoI of the social media strategy?

So it is evident that how social media can have an immense impact on your business and can be
one of the most powerful marketing channels to reach out to your audience. In a nutshell, social
media helps businesses in three key areas;

Brand building – Social media is one of the most profitable digital marketing platforms that boo
sts your brand visibility among potential customers, allowing you to reach a bigger audience. By
applying a social media customer service strategy, you significantly increase your brand recognit
ion.

Omni channel engagement – Research shows, 60% of US millennial expect consistent experien
ces when dealing with brands online, in-store, or by phone. Social media strategies boost user en
gagement across channels in order to engage customers and deliver better omni channel custome
r experience.
Business growth – Social interaction between businesses & customers is a growing trend that in
creases sales and improves brand loyalty. SMM report says, more than 65% of businesses are on
social media to increase leads.

POSITIVE EFFECTS OF SOCIAL MEDIA

A social medium impact businesses positively and offers an opportunity for your audience to fin
d you on social media. It helps to reach to your targeted audience, stay engaged with them, and r
esponds to their queries instantly. It is a great way to evaluate your competition by monitoring th
eir social media pages. Social media has multiple positive impacts on business in terms of brand
recognition, customer engagement, revenue, and customer service. It also is a great tool to evalua
te your competitors and how they are using social media for their growth. Here are 9 positive wa
ys of how social media impacts businesses.

1. Social media adds a new dimension to your Omni channel customer service: Today’s
customers choose social media as the main source to interact with a brand as they get
instant attention. Research says that 42% of consumers expect a response on social media
within 60 minutes. Social media is a powerful channel to engage customers who reach
out to you through different social media channels such as Facebook, Twitter, LinkedIn,
Instagram, Whatsapp to deliver a seamless omni channel messaging experience.
Providing omni channel customer service is an important aspect of a business. However,
it is even more important to use the right tools, system which can help your business to
deliver an omni channel experience across the customer lifecycle. In order to deliver
omni channel customer service, you can use certain tools. One such tool is REVE Chat,
which is a multi-channel live chat platform that streamlines customer conversations
across website, social, mobile and messaging apps to deliver great customer service and
increase team productivity.
Social media customer service example – Nike
Nike followed an excellent customer service strategy. It has one of the strongest customer servic
e accounts on Twitter. They feature a dedicated Twitter account, Team Nike, which provides sup
port seven days a week and in seven languages.
When a customer mentions Nike’s main twitter handle, @teamnike responds instantly. This sho
ws how dedicated the brand is to solve their customers’ problems. Best practices:
 Pay attention to all customer service issues and be kind to them in all scenarios.
 Passive complaints that are left unaddressed can easily cause a rift between the
vendor and the customer.
 Manage your social conversations promptly in order to deliver superior customer
service.
  Enhance your customer experience by being available across all the touch points
that customers prefer to contact you to deliver instant support.

2. Social media helps to reach out to a bigger audience: Almost 90% of marketers say
their social marketing efforts have increased exposure for their business, and 75% say
they’ve increased traffic. It an ideal way to create brand awareness and stay in contact
with your customers. Social media platforms are becoming the main source for people to
learn more about businesses – latest information about new products, services,
advertisements, deals or promotions. Here are some tips to expose your brand to a
broader audience.
 Segment your audience – Prior heading up to the social platforms make sure that
your target audience is on the platform or not. It’s not at all wise to blindly follow
other brands.
 Make use of visuals – Once you have segmented your audience make use of
attractive visuals along with content to grab immediate attention and boost
engagement.
 Initiate conversations – Involve yourself into the social platforms not only by
listening but also by building great conversations by tagging or mentioning others.
 Measure your efforts – It is very important to measure your social activity by
using external tools. Gain insights and channelize your efforts and strengthen your
brand image.

The social channels allow share business news and even post related photos or links to stories/stu
dies in their industry. It also builds trust with their customers and showcases themselves to a new
demographic of potential clients. Best Practices:
 The social channels allow share business news and even post related photos or links to
stories/studies in their industry. It also builds trust with their customers and showcases
themselves to a new demographic of potential clients. Best Practices:
 Identify your target audience, their patterns, and behaviors and then choose the right
social media channels for your business.
 Social media is a place to forge connections and bring a voice to your brand. Ensure that
your tone is consistent, friendly, and suits your business that you are trying to showcase.
 Visual and engaging content is key. To publish relevant, quality content and involve your
audience – ask questions, use polls, and host events.

3. Social media creates word of mouth: Social media does, in fact, help to get the word
out about your business. With the arrival of interactive and social media, the patterns,
role, and impact of word of mouth have evolved. Due to which new online communities
are shaped. Such changes affected the ways businesses can leverage the power of word of
mouth for marketing purposes and, vice versa, the impact of word of mouth on
 businesses. Research shows that 72% of people see online reviews in the same light as
personal recommendations made by friends and family.

Great word of mouth marketing example – Threadless

Threadless is an online community of T-shirt designers and a platform where they assembled to s
ubmit and vote on T-shirt designs. The designers were paid 20% in royalties, and either Threadle
ss gift cards or cash.
The members were happy to promote their designs and bring more people to the site by good wo
rd of mouth. Best Practice:
 Offer an incentive such as a discount, a free product, an extended service to your
customers so that they take their quality time to promote your business.

4. Social Media Marketing (SMM) is economical: Many businesses are jumping into the
Social Media Marketing (SMM) bandwagon as its positive impact on brands and
promises profitable success when done properly. Social media marketing techniques
target social networks and applications to spread brand awareness. Social media
marketing is perceived as a more targeted type of advertising and therefore it is very
effective in creating brand awareness. Social media engagement campaigns produce a lot
of shares; generate more views and publicity for your business – all for a one-time cost.

5. Social media allows collecting first hand customer feedback: Social media platforms
allow collecting first-hand feedback from customers to improve brand image, reputation,
and relationship with the customer. The customer must feel like they are heard, valued
and this makes them happy. So, respond to every post, comment, suggestion and make
the best use of it for your brand development. Businesses that engage with customer
service requests via social media earn 20% – 40% more revenue per customer.

No. 3
3 Ways that online advertising network have improved on marketing techniques

Three ways online advertising networks have improved on, or added to, traditional offline marke
ting techniques are they have the ability to precisely track not just consumer purchases, but all br
owsing behavior on the Web at thousands of the most popular member sites, including browsing
book lists, filling out preference forms, and viewing content pages. They can dynamically adjust
what the shopper sees on screen including prices. They can also build and continually refresh hi
gh-resolution data images or behavioral profiles of consumers. Various examples are as follows;

Web design: Your website is one of the most essential parts of your business. It’s your home onli
ne, and where many potential customers will turn for information about your products or service
s. In many cases, your website will be the first impression your business makes on members of y
our target audience. Since many of your other online advertising campaigns will be designed to d
rive traffic to your website, your web design can make or break their success. This means that yo
ur site needs to be effective in attracting and keeping users’ attention and encouraging them to co
nvert.

Search engine optimization (SEO): Your website can be a great marketing tool — but only if yo
u’re potential customers can find it. The best way to make this happen is with search engine opti
mization or SEO. By investing in SEO, you can improve your website in ways that help it rank w
ell in search engines like Google for searches related to your products or services. SEO involves
incorporating keywords related to your products or services on your site, so that when users searc
h those keywords in search engines like Google, relevant pages appear in results. You can identif
y the best keywords for your pages by doing keyword research to see what your target audience i
s searching, as well as which keywords your competitors are targeting. You want to choose keyw
ords that are used by your target audience and will attract them to your site.

Pay-per-click (PPC) advertising: Pay-per-click, or PPC, is an online advertising model that allo
ws you to place ads in search engine results for specific keywords. While SEO focuses on earnin
g rankings through content and optimization, PPC essentially lets you pay for placement for your
target keywords. If you’re new to PPC, Google Ads is the best place to start, because it allows yo
u to place ads in Google search results. PPC works on a bidding system in which you select targe
t keywords, then compete with other advertisers to place ads in the search results for those keyw
ords. If your bid is among the highest, you’ll earn placement above organic search results — and
if someone clicks, you’ll pay your bid amount. One of the biggest advantages of PPC is that (as t
he name implies), you only pay when users click on your advertisement. This means you don’t h
ave to worry about wasting your budget on people who aren’t interested in your business or ignor
e your ads.

Social media marketing: Social media sites like Facebook, Twitter, and Instagram present huge
opportunities to reach and connect with your target audience. That’s why these sites are quickly
becoming some of the best ways to advertise online. Social media is a great place to advertise be
cause there are so many consumers on these platforms. In fact, eighty-one percent of American a
dults have a social media profile — meaning the chances are high that at least part of your audien
ce is active on social media. You can also use social media platforms to run advertisements for y
our company. Social platforms let you select your audience based on standard demographic infor
mation like age, gender, and location, as well as advanced options like interests and behaviors. T
his allows you to reach the users that are most likely to be part of your target audience, and maxi
mize your results with each campaign. For example, if you operate a garage door company, you
may use social media to target users within your service area. Your garage door advertising camp
aign may go even further, focusing on demographics of your target audience, like marriage statu
s, age, and gender, to build a better ad.
No. 4
DIFFERENCE BETWEEN E-BUSINESS AND WRITING A TRADITIONAL BUSINESS
PLAN
The planning aspect of starting a business differs depending on the type of business you are plan
ning on launching. The planning phase also differs if you are starting a physical business as oppo
sed to an online business, also known as an e-business. You cannot use a standard business plan f
or an e-business, as the operations differ for an e-business.
The main difference between a standard business and an e-business is that an e-business is run so
lely online on the internet. While a standard business may use the Internet at times for marketing,
research and staying in contact with clients, an e-business will often do everything online whethe
r it is marketing, transactions, reaching clients or have meetings. A standard business has an offic
e with employees, while an e-business may have a single office or the owner may work from ho
me with employees around the world. The structure of e-businesses differs depending on the nee
ds and demands of the e-business.

Advantages of an e-business plan –

E-Business Saves Money: Forgoing the traditional model of a brick-and-mortar location means
small-business owners save a tremendous amount of money at startup. You save money when yo
u don't have to pay for a storefront, utilities, building maintenance, and you also save time by not
having to manage those things.

Better Communication and Faster Decision-Making: E-business allows for conversations to h

appen quickly. Faster decision-making saves time, and time is money in business. E-business all
ows people to communicate in several ways that facilitate understanding. If someone is not comf
ortable on the phone or through a video chat, there is always messaging and emailing. People wh
o don't speak the same language can communicate through translation software programs.

The Office can be anywhere: Any device that connects to the internet can be used as an invalua
ble e-business tool. Your tablet, phone and computer all make 21st-century work tasks available
at the click of a few buttons. Social media, email and teleconferencing mean that anywhere can b
e an office as long as the internet is there. The software that supports e-commerce professional e
ndeavors is vital in all of this and opens up others avenues for creating and sustaining various e-b
usiness products and services.

Cheaper Marketing, More Control: Traditionally, companies had to rely on advertising agenci
es to promote their brand and educate people about it. Now there are lots of ways to pour money
back into your business. When you control how your product is represented, you control your co
mpany. E-business allows owners to embrace their power in ways they haven't been able to befor
e.

Less Restrictive Hours: No longer do people have to wait for stores to open. They can shop wh
enever they want and arrange for delivery or pickup. If people want to start planning for an even
t, they don’t have to wait for venues and caterers to open, because they can go to the suppliers' w
ebsites. Information can be accessed at all hours and at everyone’s leisure, which makes for a mo
re pleasant experience overall for both the e-business and the customer.
Disadvantages –
Lack of Personal Touch: E-business lacks the personal touch. One cannot touch or feel the prod
uct. So it is difficult for the consumers to check the quality of a product. Also, the human touch i
s missing as well. In the traditional model, we have contact with the salesperson. This lends it a t
ouch of humanity and credibility. It also builds trust with the customer. An e-Business model wil
l always miss out on such attributes.

Delivery Time: The delivery of the products takes time. In traditional business, you get the prod
uct as soon as you buy it. But that doesn’t happen in online business. This lag time often discoura
ges customers. However, e-businesses are trying to resolve such issues by promising very limited
delivery times. For example, Amazon now assures one-day delivery. This is an improvement but
does not resolve the issue completely.

Security Issues: There are a lot of people who scam through online business. Also, it is easier fo
r hackers to get your financial details. It has a few security and integrity issues. This also causes
distrust among potential customers.

No. 5
Industries likely to use e-commerce and how it works

Mobile technology has changed the way we live. Our smartphones are seemingly always within
an arm’s reached and dictate our daily habits. As a result, mobile commerce trends are evolving.
Consumer buying behavior has changed drastically over the years, and mobile commerce will co
ntinue to thrive in the future. Mobile commerce is on pace control 73% of the global ecommerce
market share by 2021, up from 59% back in 2017. Over the last six months, 79% of mobile users
made an online purchase using their mobile devices. As an ecommerce store owner, you need to
stay up to date with the latest mobile commerce trends. Whether you’re using Shopify or another
platform to sell online, you can’t ignore mobile consumers. That’s what inspired me to create thi
s guide. I’ve researched and analyzed the most recent trends in the ecommerce industry, and narr
owed down the ones for m-commerce. The following ten trends will dominate in 2020.
Shopping via Mobile Apps: It’s no secret that consumers are using their mobile devices to buy
online. We’ve already discussed how m-commerce is dominating the global ecommerce market s
hare. But the way people are using those devices to shop is changing. In 2019, 57% of US consu
mers used a mobile retail app to learn more about a product. Rather than using an Internet brows
er, more than half of US shoppers went straight for a mobile app to accommodate their shopping
needs. This is a game-changer for Shopify store owners.
Sales from Smartphones and Tablets: With mobile shopping on the rise, it’s no surprise that sa
les from smartphones will dominate 2020. Consumers are doing more than just browsing via app
s; they’re buying. The average order value from a mobile app is $102 compared to $92 from a m
obile website. But mobile apps and mobile sites can be accessed from multiple devices. For the
most part, you can segment mobile devices into two categories; smartphones and tablets.
One-Click Ordering: The shift to shopping from mobile apps will ease the checkout process in
2020. Placing an order online has historically required quite a bit of information from the consu
mer.
Social Commerce: Brands using social media to gain exposure and build brand awareness is not
hing new. I’m sure (and I hope) that you’re already leveraging social media for your ecommerce
business. While social media has a tremendous amount of upside, historically, it’s been challengi
ng for businesses to convert social traffic into sales. There’s always been too much friction betwe
en navigating from a social post to a product page. But social commerce has evolved.
Voice Shopping: Voice assistants like Siri and Alexa have been growing in popularity over the y
ears. Furthermore, the way voice search is being used has shifted as well. At first, people used vo
ice search for things like weather-related questions. Or maybe telling their smart speaker to play
music. In 2020, voice search has penetrated the ecommerce market. Voice shopping is expected t
o reach $40 billion by 2022. That’s up from a modest $2 billion in 2018, which is a 1,900% incre
ase in just four years.

ANSWER NO 6
5 POTENTIAL BENEFITS OF B2B E-COMMERCE

1. Stretch your reach: B2B ecommerce portals provide a means of stretching your reach and
getting your company and products recognized by more people. By having web pages
that showcase what your business is about, people who are browsing in a search engine
can stumble across your pages and therefore represent potential business opportunities
and sales. If you set your pages to be private, you can still expand your reach by targeting
your content in your web store to certain markets. It basically gives you the opportunity
to ‘be in more places at once’ as it were, which inevitably will increase the possible
business interactions you can enjoy.

2. Watch that bottom line grow: B2B ecommerce can also be a means of increasing your
sales as it provides the perfect opportunity to suggest different products to your
customers based on their sales or search history. There are strong cross and upselling
opportunities which can lead to increased profits. An online portal, the equivalent of a
marketplace, which showcases your services or products, saves a significant amount in
overheads that are associated with a physical storefront or physical trade show stall and
therefore with a reduction in overheads, the bottom line is automatically inflated.

3. Streamlining, efficiency and transparency: B2B ecommerce streamlines your

interactions with customers by making the whole ordering process efficient and reliable.
This is exceptionally important in today’s commerce climate where time is short and
demand is high. By operating out of a web portal, any ordering can be integrated with
your ERP software so that the time delay between ordering and dispatch can be
 negligible. Errors in the ordering process or fulfillment of orders based on inaccurate
stock counts can be avoided as up-to-date stock counts from the warehouse can be
integrated into the website so that customers and sales agents always know what is on
hand.

4. Management of customers and suppliers alike: The B2B ecommerce concept allows
for better management of both customers and suppliers. In essence, the entire initiative is
a win-win for all involved. Your customers can have a custom-designed portal just for
them which house their ordering history, any personal information, shipping and tracking
information and perhaps even a shopping or wish-list. They have better control of the
whole process, which not only promotes transparency and efficiency but also negates the
need to call and speak to someone to simply ask for an update on their order. Likewise,
you have better management of your suppliers as you can see what raw inventory is
available and when, and similarly, you can also observe the progress of your own orders.

5. Ecommerce is e-friendly: With an online portal accessible through search engines via
the use of SEO content, no physical fliers or glossy trade catalogues are required.
Likewise, travelling sales agents clock up many a carbon mile while on the road, which
can also be minimized through web portals and internet communication sites. Of course,
sometimes you can never replace the charm and ease of face-to-face dealings with sales
representatives, but ecommerce certainly provides a decent alternative.

CITATIONS AND REFERENCES

A summary for Citing Sources contains brief, general examples without referencing specific
styles.
A recommended online source to various style guides is The Purdue OWL.
A print copy of Cite Right; A Quick Guide to Citation Styles--MLA, APA, Chicago, the Scie
nces, Professions and More" is available in the Library in the Reference collection: Ref PN 1
71 .F56 L55 2011.
TechTarget: What Is e-Business?
VentureBurn: What Are the Benefits of Ecommerce for Your Business