Campaign Plan Book GVSU Surplus Store



Campaign Plan Book GVSU Surplus StoreWhitnie KeyworthGrand Valley State UniversityTable of ContentsIntroduction3Secondary Research6Primary Research13Action Plan19Budget21Calendar21Evaluation21Appendix23References23Survey24Survey Results26Moderators Guide27Focus Group Transcripts28Tactic 1: News Release32Tactic 2: Event Card34Tactic 3: Customer loyalty Punch Card34IntroductionThe client we are working with is the GVSU Surplus store. Which takes equipment from Grand Valley State University through donations, where it is sold at a discounted price. The store aims to save the cost of the university and reduce landfill diversion. GVSU Surplus is committed to the act of sustainability. If the items cannot be reused, they look to another outlet to recycle these items. In some cases, items are donated to other organizations, whether that is a school or food pantry. Some of these items that appear in the store are laptops, computers, furniture, phones, office supplies, and many others. The Surplus store had a setback in 2014, when they shut down the Surplus Store, previously located in Grand Rapids. The Surplus Store was out of business for a period of time until they reopened at a new location in August 2018, located in Standale. This move altered a few factors within the company. The first being a new location in a different area, so building up and bringing in new customers. With the previous location being shut down for a long period of time, the ability to reconnect with old customers is difficult, so creating an awareness of the new location is essential. Therefore, the goal we wish to focus on when working with GVSU Surplus Store is to create awareness, engagement with customers, as well as increased customer flow within the store.My CAP 220 class was given this client, GVSU Surplus Store, with the goal to help create awareness. We are to create a campaign plan focusing on this goal and creating objectives, strategies, and tactics to help with the issue the store is currently facing. We will do this through the use of research, both primary and secondary, and then providing the store with the action plan we have created for them in order to attack this issue of awareness the company is facing. GVSU Surplus Store has many well-established strengths as a company already. The overall message of the company is a major one. Their mission is to reduce landfill diversion and engaging in sustainability practices. The store does this through the use of reselling items that are past their shelf life at a discounted price. The store also offers a variety of items to purchase such as: laptops, desktops, furniture, cell phones, and many others. The Surplus Store provides online purchasing options of items as well. For a person that might not be able to stop into the store, they are able to purchase the items online and pick them up in store when it is more convent for customer. The website itself is very well organized through tabs and also the display of new products along with featured products on the main page. With these items being previously used by the university, it is important to still ensure the quality of the items. The store has workers that work with IT to insure these items are still in good condition and work to fix items so that they can be purchased. The store makes sure not only to check items of technology, but all items that are donated to the store. Since the Surplus store is partnered with Grand Valley, it aims to bring in students, faculty, along with other members of surrounding areas, accessibility is very important. Therefore, having access to the store through a bus route is very beneficial. Although this company has many strengths there is still much room for improvement. The biggest weakness of the Surplus store is their social media. The company is active on Twitter, Facebook, and Instagram. Unfortunately, the content posted on these platforms lacks creativity. Each platform is posting the same content in the exact same form. Which is a very negative thing to do. Each platform is different and requires different content and style. The company is affiliated with Grand Valley so some restrictions on what can be done to certain aspects of the company are limited. The layout of the website along with the new letters are bland, they lack the creative “wow” factor that makes people want to read and hop around looking at the content. Advertisement is also an issue, in 2014, the GVSU Surplus store created an advertisement via YouTube, but has failed to do another since the change in location. The store does work with the Grand Valley Campus with promotion of the store, yet not many people have knowledge of the store. As mentioned previously, the goal we wish to achieve through this campaign is to increase awareness. One of the main contributing factors to this issue of awareness comes with the fact of the recent relocation of the business, and maintaining customers as well as gaining new ones. Also, advertising on social media, YouTube, and more around campus could play a factor. The way to create awareness of something is to increase information going out and being displayed for protentional and preexisting customers. The plan to attack this issue of awareness that the GVSU Surplus Store is facing can be done through the use of multiple objectives. The first objective is to improve Social Media content through an increase social media engagement by 25% in September 2019. The Surplus Store aims to attract people 18 and up. Therefore, social media is the easiest way to engage with customers, and get your company out there. Although these accounts are established, an improvement needs to be made, for instance hiring someone to control the pages and content that has previous experience within social media work. Also, different content being posted on the platforms that fits the content of that specific platform. Not only the content posted, but increased interaction with the customers. The second objective is to increase Surplus Store knowledge on Campus by 30% by October 2019. Increasing the promotion on campus about the Surplus store, along with out in the public as well. This will bring in students, faculty, people that want to support the University, and even people that just enjoy stores like the Surplus Store. The final objective is to increase customer involvement with the store by 15% by October 2019. Give your customers an incentive or increased interest to come to the store. Whether that be through GVSU affiliated discounts on items. Or even having events like DYI projects where customers can come in and create something new like the owner has done and posted on her social media. The GVSU Surplus Store suffers from the issue of awareness. Through identifying the strengths and weaknesses of the company, ideas on how to improve and achieve this goal were established. By applying the ideas of the objectives stated above will help lead to the accomplishment of the goal to increase awareness of the GVSU Surplus Store within the next six months.Secondary ResearchMethodWhen looking for the most helpful information when looking into secondary research in reference to the Surplus Store, it is important to find information related to Surplus Stores, but also the message of sustainability. Seeing the role of sustainability and what it does for stores. Not only like the Surplus Store, but other stores that work with this goal of reducing the amount of product going into landfills. Looking at competitors of other stores like the GVSU Surplus Store and seeing what works well for them is important as well. Most importantly, how your target audience interacts and the best way to engage them in their support of businesses such as these. Through the use of online databases like the GVSU library and Google Scholars was the most productive way to obtain information. Keywords: Social media, Sustainability, Effective, MillennialsAudience analysisSince the audience is millennials, the use of specific channels to reach this audience is important. Focusing on the content posted and making sure they are effectively reaching their audience through these different channels. Channels referring to the use of social media platforms that the client is currently using such as Twitter, Instagram, Facebook, and creating content that works most efficiently for each platform. Social media is about building relationships and conversations with your audience. “Social media is not just about telling and giving a message, rather it is about receiving and exchanging perceptions and ideas.” (Drury, 2008). It’s important to not just create content rather than just posting simple messages for your audience. Social media allows for the combination of two different actions that take place on the web. These being informed content and interactive, user-generated content. The combination of these two activities lead to an increase in size of the audience and their engagement with the company (Drury, 2008). As mentioned, this audience is millennials this falls into the age group of 18-23. Most of our audience is from the areas surrounding the Grand Valleys campus so Grand Rapids, Allendale, Grandville, ect. This audience is in most cases affiliated with the university, as a student, faculty, or staff member. This audience is in a lower/ middle class income so finding items that are affordable to their budget is always a plus, which is what the Surplus Store sells. Target AudienceThe target audience for the GVSU Surplus Store is college students or millennials as a whole. Although, they do reach to other audiences such as alumni of the university, staff, faculty, and people that typically go to Surplus stores.FindingsThe GVSU Surplus Store focuses on the concept of sustainability. The store acquires items from the University that have come to the end of their life cycle or simply of no use to the university at this point. The GVSU Surplus Store is not the only store of this kind that is participating in the act of reducing the amount of waste going into landfills. It’s important to look at the efforts of sustainability within other stores. When working to achieve and set goals for this Store taking a look at factors that need improvement and how other companies have addressed these issues. As well as work to fix these issues is important. Therefore, focusing on sustainability efforts of other stores, and the power that social media has on a business and its relationship with its consumers is essential. Along with how to properly reach the specific audience you are trying to market your company to. Sustainability focuses on the goal of reducing products that are being placed in landfills around the world. The market for stores that are looking to support this effort are growing. The market for stores and products that support the efforts are improving, because the idea of sustainability and helping the earth is becoming a more mainstream effort (Harris,2007). “Research published by the National Consumer Council 3 indicates that sustainability is fast becoming a mass-market phenomenon — with even lower-end retailers embracing a greener approach.” Customers are demanding more products like these, so in turn more are being created. Although, ideas of sustainability are more in the focus of media encouragement of these practices, attitudes of consumers are changing (Thompson, 2007). The idea of creating a Surplus store with efforts of sustainability has become increasingly common within the world of universities. As Rebecca mentioned, the Surplus Store that Michigan State University has many other schools have been taking on this environmentally friendly effort too. “By 2013, more than 665 U.S. colleges and universities had publicly committed to pursue net-zero carbon emissions.” (Thompson, 2007). Schools are working to create sustainability programs through many different ways. Stores like the GVSU Surplus Store helps to improve three aspects: social, environmental, and financial for the university. Socially, this is a great way for the company to help build a stronger relationship with the school and its customers. It creates a sense of goodwill as the university’s money is being put into these products and being able to resell them and have profit coming back into the university. It also creates a sense of innovation, where people are able to buy new products and change them into something else such as DYI projects. This also allows for a creation of awareness of people’s ability to help with sustainability within the community. Socially it is also a great way for students to get involved and support this cause. “64% of students consider a school’s commitment to environmental issues when choosing a college.” (Princeton Review, 2018). Surplus Stores through universities also greatly help with the topic of finances. The GVSU Surplus Store’s revenue goes directly back into the university’s general fund (Ramos, 2019). The Store acts in a way for the university to monitor how much waste the university is producing. As a result, the university is able to save cost on trash pick-up services and gain revenue from the items being purchased goes directly back into the university. Ultimately goal that Surplus Stores that support sustainability help to improve is the environment. As previously mentioned, reusing and reselling of products helps to reduce waste diversion. Other universities have implemented different ways that the school can help the issue set aside from the Surplus Store alone. The University of Virginia, has free events that allow for students and faculty to bring in their personal electronic equipment and donate it in this environmentally friendly way. Colorado State University has a program called Leave-it-Behind, where during the time of residence hall move-outs they collect items that students leave behind and are the donated to the Surplus Program of the university (Asset Works, 2018).Working with the world of social media and posting content to different platforms, it is crucial to understand how each platform works and how to get consumers engage with the content. Having a media presence is essential for an organization or company. Interacting on social media is a way for companies to directly interact with their buyers. “The internet has made public relations public again, after years of almost exclusive focus on media. Blogs, online videos, news, and other forms of web content let organizations communicate directly with the buyer.” (Scott, 2015). Now that a majority of company interactions are through the use of the internet, their lies an issue of originality and sticking out. Creating a strong brand and something to set you apart from other companies with the same motive is essential. Vroomen said, “if we want our company to get noticed, we can’t do it the same as everybody else. A big part of that is to do something unexpected and being remarkable.” (Scott, 2015). For his company, they started a blog at the Tour de France. They also constructed a video while there, it gave their customers a unique way to display their products and encourage for their customers to go biking. While in the back of their head, seeing the use of the company’s bike which may lead to an interest in purchasing.Vroonmen brings up the concept of having an open atmosphere. Making the customers or audience feel open and comfortable with the brand, this led to an increase in audience engagement. (Scott, 2015). It creates a larger focus on the use of social engagements not only within the customer-business relationship, but building relationships between clients. Creating this open atmosphere leads to an increase in social networking and introduce new protentional customers. Creating a social reputation and establishing a sense of trust with your customers is a key aspect. Different aspects play into building that bond, such as replying back to customer comments and questions, posting at scheduled times, and interacting with your customers beyond just the basics. With the use of social media, communication has now become a two-way process engaging a brand and an audience. “Marketing within social media is not just about telling and giving a message, rather it is about receiving and exchanging perceptions and ideas.” (Drury,2008).How does incorporating the use of social media into your business help lead to company success? As previously mentioned, social media is a great way to help gain an audience, follow, and create awareness of a company or organization. It strengthens the company’s reputation. “Customers like to deal with companies that have a ‘face’ rather than some nondescript company they know nothing about.” (Rafiq, 2018). Thus, being able to interact through social media with your audience creates this image for your company rather than a name. Interacting through social media with your audience is also a timely and cost-efficient way of communication. Social media is instant you can easily post, and communicate with you audience through different platforms within seconds. Even though social media is a great way to engage and interact with your audience, using it incorrectly can hurt the company. My PRSA, provided a list of eight tips to help increase audience engagement. The first being the amount you post; Posting should be on a schedule based off when your audience is most active on these platforms to ensure the most responses. This also helps with being relevant and posting in a timely matter. Social media is a great place to run campaigns and promotions as well. Be bold. Have a personality this will make people more willing to engage if the content is intriguing to them. Along with being bold and having a personality it is also important to ensure that your pages are appealing both visually and content wise. “Social media will provide brands with one of the most personal, trusted and direct points of access to these consumers. Social media provides a good opportunity now, and a great opportunity moving forward.” (Drury,2008).Realizing who your target audience is and how-to best tailor to your target audience is vital. It’s important to know how to successfully reach this group of people in ensures your company’s success. Looking at ways to engage, advertise, and reach this specific group is crucial. As mentioned below, the target audience for this brand is millennials, by definition this generation starts in 1981 into the 21st century.The University of Southern California, put together a study which looked at the psychology of how-to successfully reach and market to the audience of millennials. As previous mentioned, the use of digital media will have the largest impact on gaining a consumer following with this generation. 38% of millennials actually discover brands themselves through the use of social media. With that being said it’s important that the platforms are used correctly with the right content. Millennials say that 85% are more likely to become a customer of the brand if the messages are personalized to them. Whether that be digitally or through in-store services. Millennials also say that brand engagement with them directly will result in building a long-term loyal customer. 85% of millennials are likely to interact with brands that they enjoy. Millennials want to see content that isn’t deceptive, though and see originality and the values that brand supports through their content. When looking at content to post, you also have to examine what your audience is using and engaging in most commonly. Focusing where you want to put the majority of your budgeting when it comes to social media. If you put it to a platform that your audience isn’t as engaged with its like throwing your money away. Do your followers use Facebook the most? Instagram? Twitter? Or even YouTube? “For instance, 55% watch video content on multiple devices. Customization should also be part of your marketing strategy because 85% of Millennials are likely to purchase personalized goods/services.” (USC, 2019).Millennials are a key consumer demographic when trying to achieve online sales. Millennials are a web-based generation. Therefore, knowing how to property use and post content to different platforms is essential for success of the GVSU Surplus Store. 87% of Millennials have shown the desire to make purchases that have an environmental or social benefit. (USC, 2019). With the Surplus Store being focused on the issue of sustainability, this is a perfect target audience to address. This is due to the fact that a substantial amount of people in this generation are more likely to make a purchase of something if the brand is helping a cause. The GVSU Surplus Store is reducing landfill dispersion and also giving back to the university which is also creating that social benefit, which is exactly what this generation is looking to support. In conclusion, it is important to understand all aspects of your brand and your audience you wish to reach. So, understanding fully what sustainability is and how competing brands are also using this environmentally friendly idea in their business is key. Fully understanding your audience in all aspects such as, understanding their wants and needs from you as a company, and going about it effectively and efficiently will lead to increased business successes.Primary ResearchMethodologyPrimary research was conducted through the use of a focus group and an online survey. These methods of research were used to gain insight on GVSU students’ thoughts when it comes to stores like the GVSU Surplus Store. The creation of an online survey which was posted onto multiple Grand Valley Facebook group pages, as well as sent to other class members and the conduction of a focus group in the GVSU library, allowed for the ability to gain insight into their thoughts on the GVSU Surplus Store. The student’s thoughts on contributing to an organization that helps with the issues of sustainability along with giving back to an educational institution. Insight was also gained on how students want to interact with and find out about different local business and their social media presence. Whether this was through content posted or directly interacting with the business. Directly interacting with the audience that the Surplus Store wants to reach and seeing what they want and need from the business is essential to the success of the GVSU Surplus Store. This research will help to establish strategy and tactics to achieve the objectives that have been set in place for this campaign.Survey QuestionnaireA survey questionnaire was posted to multiple Grand Valley Class pages on Facebook, as well as sent to friends and fellow classmates via email and text. Information was gained from multiple ages and genders to ensure accurate information. The purpose of this questionnaire was to gain insight about students’ thoughts on stores like the GVSU Surplus Store. Students were asked questions based on where they like to shop, how they learn about new business, and the interaction they like to maintain with companies digitally. These questions were very straight forward and simple to answer. The majority of questions were multiple choice or multiple answer, with a few featuring a liker scale. The research gained from the survey proved that awareness is in fact an issue when talking about the GVSU Surplus Store. Through the graph, you can see that over 50% of respondents did not have knowledge of the store. Although, students didn’t know about the store data shows that students are interested in stores that do sell resale items as 77.6% of respondents currently shop at stores like Goodwill, Salvation Army, and others. When it came to the topic of helping organizations that work towards a good cause like landfill reduction and giving back to educational institutions, almost 100% of respondents were in favor of this idea. Since students were unfamiliar of the Surplus Store, it’s important to gain knowledge of how students would prefer to learn about new businesses and how close knit they want the relationship to maintain after the initial engagement. Research showed 87% of people would like to learn about new business through social media and 56.7% through word of mouth, so friends and family. What peaks people’s interest into trying out a new business? Is it the discounts? Word of Mouth? Incentives? For 86.4% of respondents, discounts are what get them interested, having affordable pricing and marked off items is what primarily peaks interest. Next step is how to best maintain a relationship with your customers after purchase. Looking into what social media platforms are most used to ensure that money isn’t being put into less used platforms. 50% say they use Instagram the most with Facebook in second with 34.8%. After figuring out which platform is best to reach audiences, figuring out how often they like to see content and engagement from brands was also something important to ask. 77.3% of respondents wanted to see content weekly, whereas 13.6% wanted content every other week and only 9.1% wanted content daily. With this content people didn’t think that engagement, meaning replies and follow backs were all that important most people thought it was slightly important or neutral about the idea. Focus Group The focus group was conducted on the second floor of the Allendale Campus library. Our focus group consisted of students ages 18-22, consisting of two male and four females. The goal of this focus group was to speak with students about their knowledge of the Surplus Store and how they like to interact and learn about new brands. Through the focus group, knowledge was gained that none of our participants had knowledge of the Surplus Store, but they did share that they have an interest in support local business and business that help support sustainability and helping out the university. When asking participants about their spending habits and more than half of the participants agreed that the majority of their money is spent on food. Following that question the moderators asked when you are looking to buy something what really entices you to want to buy the product and how you most commonly find out about stores. Participants said that when looking to purchase an item they largely focus on price and reviews of others who have used or purchased the items. Since price was so important to the participants, asking them how often shopped at resale stores such as Goodwill and the Salvation Army was important to see their chances of going to the Surplus Store. All participants mentioned that they have shopped at resale stores, most commonly Goodwill, and when shopping they were looking for clothing items. They did mention that they frequently did not shop at these types of stores. When it comes to finding out about a new store most of them said though word of mouth, discounts, or through other people’s social media postings. Moderators then asked the participants about the role of social media. First finding out which social media platform is being used most often. Two respondents said Facebook, two said Instagram, and one said Twitter, but Facebook was used most to find out information. We them asked then how important interaction is with a brand that you follow. All agreed that it was important that brands reply and build a social media relationship with their followers. While on the discussion of social media, moderators asked our participants about social media advertisements to see how effective they are. All respondents mentioned that they never click onto advertisements that they see on social media, unless it was something they had been searching about. The final question to our respondents was about how they wish to receive information and what they think works best. Most respondents said that the internet is most effective whether that’s through google or social media platforms and pages that they follow. They said that the use of flyers and information tables was much less effective, being that it is the least common way they gain information, although has been effective at times.ReportMy primary research yielded multiple results, to draw conclusions about our target audience, young adults, aged 18-24. To reiterate the goal of the research, taking the basis of our secondary research and creating a method of information discovery, which led to the creation our focus group and survey, thus providing substantial information. Through this research we confirmed that issue of awareness is major and that many people do not know about the Surplus Store. Although they do not know about the store, they are interested in supporting business like this. After gaining the information from the primary research, it shows that the most effective way to increase awareness of this store is through the use of social media. Through secondary research this claim can be supported by Scott where he said, “The internet has made public relations public again, after years of almost exclusive focus on media. Blogs, online videos, news, and other forms of web content let organizations communicate directly with the buyer.” (Scott, 2015). Content should be focused on Instagram and Facebook, being that these are the most common used platforms of social media by the target audience. Working to improve the engagement and interest on social media platforms will be essential for the success of this store in creating awareness amongst their target audience. Secondary research supported this idea by saying, creating this open atmosphere leads to an increase in social networking and introduce new protentional customers. Creating a social reputation and establishing a sense of trust with your customers is a key aspect. “Social media will provide brands with one of the most personal, trusted and direct points of access to these consumers. Social media provides a good opportunity now, and a great opportunity moving forward.” (Drury,2008).ConclusionTo summarize, through the conduction of primary research one was able to gain a better understanding of the students here at GVSU, and their needs and wants when it comes to the GVSU Surplus Store. Our goal with the store is to increase awareness, with the help of research allowed for a better understanding of how to address this issue. The results have provided me with information that will help when begin to work on my action plan for the GVSU Surplus Store, as a proceed to create objectives, strategies, and tactics to accomplish the goal of increased awareness. Information gained through primary research will help to aid my focus of the creation of strategies and tactics on addressing this issue through digital and face to face interactions. For example, making post on social media that require follower participation like polls and contest. Also, new content that is more appealing to the eye besides our general content, using videos and lives. Students also want a personal connection with the business gaining interest through events, information tables, or offered incentives. Each of these objectives, strategies, and tactic will aim at increasing knowledge and customer engagement to grow awareness of the GVSU Surplus Store.Action PlanObjective 1: Increase social media engagement with customers by 25% in September 2019.Strategy 1: The use of polls, especially on Instagram and Twitter, but encourage audience interaction with brand. Tactic 1: Ask customers what new types of products they would like to seeTactic 2: Ask fun questions to engage customers whether they deal with GVSU or just random questions to get to know audience (more personal bond)Tactic 3: Ask audience what type of content they would like to see more often. Strategy 2: Create content consistency for each platform Tactic 1: Unique postings for each platform ex: interactive on Facebook, pictures and videos on Instagram, humorous and interactive posting on TwitterTactic 2: Post twice a week on each platformStrategy 3: video content and live videos to encourage customers to return to platforms for additional information.Tactic 1: Do live videos once every two weeksTactic 2: Create a reminder letting audience know about live video content coming every two weeks.Tactic 3: Use live to show new products that have recently been donatedObjective 2: Increase Surplus Store knowledge on Campus by 30% by October 2019.Strategy 1: Partner with organizations at the University to provide information about the GVSU Surplus Store and the acts of sustainability. Tactic 1: Reach out to campus organizations like Alternative Breaks and Environment Coalition with a compelling pitch. Tactic 3: Reach out to Sustainability major students to help expand awareness and credibility of the Surplus Store.Strategy 2: Provide ways to gain more information of the Surplus store on campus.Tactic 1: Set up information booth in Kirkhof twice a year, at the beginning of semesters.Tactic 2: Chalk writing on sidewalk telling people to come check out the store.Strategy 3: Student incentives to increase traffic within store.Tactic 1: Student discounts 10% off purchase with student IDTactic 2: Food incentive for signing up for newsletter email listObjective 3: Increase customer involvement with the store by 15% by October 2019.Strategy 1: Hold Events to bring increase customer in store trafficTactic 1: DIY projectsTactic 2: Sales ex: beginning and end of school year discountsTactic 3: Live Social Media event ex: Garage sale theme event, Start of school year eventTactic 4: News ReleaseStrategy 2: Customer loyalty discounts to encourage customers to continue to return to store.Tactic 1: Punch card after so many purchases receive a percentage off next purchase.BudgetCalendarEvaluationFor evaluating the success of these objectives, I have set in place there should be multiple way to evaluate the success of this campaign plan. Objective oneWhen working with the first objectives these strategies and tactics to deal with the use of social media, to evaluate the success of these tactics I recommend the use of google analytics. This way you can see the success of your post, the path your followers are taking when going onto your social media accounts (bounce rate). This will allow you to see the behavior of your followers, the conversion, and also what’s bringing them to your page. Having google analytics will also help to see truly what your target audience is and who is viewing your content most often.Objective 2 For tactics that deal with discounts, traffic into the store through information booths, writing around campus, and GVSU affiliated incentives you simply will see an increase in traffic flow into the store during the time of implementation of tactic. Discounts or promotional efforts can be measured through the use of operational metrics, and through the increase in sales. To measure the tactic of food incentive for newsletter sign up, this can be evaluated based off how many people sign up for the newsletter by taking the food incentive. Objective 3The DIY event success can be measured based off how many people attend the event related to how many expected people are to attend the event by prediction (I estimated 15-25). New releases success rate can be evaluated also through bounce rate, delivery rate, spam rate, list rate, and open rate. Based off that information you will be able to analyze the success of this tactic. As for the student punch card, seeing how fast people are filling up the punch holes, so again we see foot traffic. Foot traffic into stores can be measured through in-store analytics. Examples of these are Aisebels, which monitors in-store traffic through an app. You also can use service footage to keep track of this also. Another way to analyze foot traffic within the store is through social engagement, who is talking about your store online.AppendixReferencesDrury, G. (2008). Opinion piece: Social media: Should marketers engage and how can it be done effectively? Journal of Direct, Data and Digital Marketing Practice, 9(3), 274-277. doi:10.1057/palgrave.dddmp.4350096Grand Valley State University Surplus Store. (n.d.). Retrieved February 5, 2019, from , S. M. (2007). Does sustainability sell? Market responses to sustainability certification. Management of Environmental Quality: An International Journal, 18(1), 50-60. doi:10.1108/14777830710717712Rafiq, M. Socialnomics Trends. (2017, July 14). The Role of Social Media in Customer Engagement. Retrieved from , D. M. (2017). The new rules of marketing & PR: How to use social media, online video, mobile applications, blogs, news releases, and viral marketing to reach buyers directly. Hoboken, NJ: John Wiley & Sons.The Psychology of Successful Marketing to Millennials. (2018, July 13). Retrieved February 15, 2019, from Surplus & Sustainability: The Triple Bottom Line. (2018, January 22). Retrieved from ResultsModerators Guide1.Have you ever heard of the GVSU Surplus store?a.If so, what do you know?2.As a college student, what are you most likely to spend your money on?a.Food, clothing, electronics3.What is the most important factor in buying specific products?a.Quality, aesthetic, price, brand 4.What do you usually do with your unused items or electronics?5.If your apartment complex offered to take care of your unwanted furniture or items at the end of the year would you be willing to sell your items to them?6.Do you shop at resale shops?a.If so which ones? Goodwill? Salvation Army? 7.What entices you to go to a new store? a.Discounts? Social media ad? Word of Mouth? 8.Are you more willing to support a store that helps a good cause like sustainability? 9.What is the most important aspect of a retail shop?a.Sales, trends, customer service, organization, etc?10.What is your most used social media?11.When following a company that you like how important is company interaction?12.Do you follow small local business online? 13.Of these platforms, which are you most likely to use to follow and discover brands?14.How often do you click on social media ads? 15.How often do you stop at the tables at Kirkoff or by the clock tower to get information about events or organizations happening on campus? a.Or where else do you get your information?Focus Group TranscriptParticipants:GVSU College Students: 18-221.Have you ever heard of the GVSU Surplus store?If so, what do you know?All noAs a college student, what are you most likely to spend your money on?Food, clothing, electronicsWhat is the most important factor in buying specific products?Quality, aethstetic, price, brand Price: low to high Reviews online (quality)Brand nameDiscounts Don’t look at sustainability4.If a brand is for a good cause, participants are more likely to buy 5. What do you usually do with your unused items or electronics?Throw it awaySell phones back to company (Trade it in)6. If your apartment complex offered to take care of your unwanted furniture or items at the end of the year would you be willing to sell your items to them?Throw it awaySell it on facebookIkeaFamily members Facebook marketplace7. Do you shop at resale shops?YesIf so which ones? Goodwill? Salvation Army? Yes, BothMore goodwillHow often: not frequentlyOnly clothing usually8. What entices you to go to a new store? Discounts? Social media ad? Word of Mouth? Word of mouthDiscountsSocial media (IF FRIENDS POST)Aesthetic Are you more willing to support a store that helps a good cause like sustainability? Yes, more willing to shop if a brand is good for the environmentWhat is the most important aspect of a retail shop?Sales, trends, customer service, organization, etc?PriceMore willing to come back with better customer serviceWhat is your most used social media?2 facebook, 1 twitter, 2 instagram Information: facebook When following a company that you like how important is company interaction?YesDo you follow small local business online? Lake Michigan nutritionCoffee shopsMore likely to follow local business than big business Of these platforms, which are you most likely to use to follow and discover brands?Google reviews Not yelpHow often do you click on social media ads? Never click on social media ads, unless it's something you’ve googledHow often do you stop at the tables at Kirkoff or by the clock tower to get information about events or organizations happening on campus? Or where else do you get your information Internet - calendar, spotlight gv pageFlyers: in tunnel to kirk (sometimes check)18. Do you follow GVSU social media?Clubs they are inBarstool19. Is it important for a company to interact with their consumers?If a company didn’t respond, they look SKETCHYTactic 1: News Releaseright241975Tactic 2: Event Card Tactic 3: Customer Loyalty Punch Card ................
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