Evaluating Social Media's Impact on Cleenol Group's Customer Base

This research project examines the impact of social media on Cleenol Group Ltd, a company specializing in cleaning and hygiene products. The project begins with an introduction outlining the research overview, background, rationale, aim, objectives, and research questions, alongside a defined timescale. The literature review delves into the concept of social media, its importance in building customer relationships, and its role in fostering global customer connections. The methodology chapter details the type of investigation, research philosophy, approach, data sampling, and collection methods employed. The subsequent chapters cover data analysis, recommendations, ethical considerations, reflection, and conclusions. The project investigates how Cleenol Group Ltd utilizes social media platforms like Facebook, Twitter, and Instagram to enhance customer engagement, increase brand awareness, and improve overall business performance, particularly in the context of the UK, Middle East, and European markets. The research aims to evaluate the effectiveness of social media in building and maintaining customer relationships on a global scale, providing insights into digital marketing strategies and customer engagement.

Research Project

Table of Contents
CHAPTER 1: INTRODUCTION....................................................................................................1
1.1 Research overview............................................................................................................1
1.2 Background of research....................................................................................................1
1.3 Rationale of Research.......................................................................................................2
1.4 Research Aim...................................................................................................................2
1.5 Research Objectives.........................................................................................................2
1.6 Research Question............................................................................................................2
1.7 Timescales........................................................................................................................3
..........................................................................................................................................................3
CHAPTER 2 : LITERATURE REVIEW ......................................................................................4
2.1 Concept of social media...................................................................................................4
2.2 Importance of social media in build relationship with customers....................................5
2.3 The relationship between social media and building relationship with large number of
customers at global level........................................................................................................6
CHAPTER 3: RESEARCH METHODOLOGY.............................................................................8
3.1 Type of Investigation........................................................................................................8
3.2 Research Philosophy........................................................................................................8
3.3 Research approach............................................................................................................8
3.4 Data sampling...................................................................................................................9
3.5 Data collection..................................................................................................................9
CHAPTER 4: DATA ANALYSIS................................................................................................10
CHAPTER 5: RECOMMENDATION..........................................................................................22
CHAPTER 6: ETHICS..................................................................................................................22
CHAPTER 7: REFLECTION........................................................................................................22
CHAPTER 8: CONCLUSION......................................................................................................23
REFERENCES..............................................................................................................................25
.......................................................................................................................................................42

Title: The implications of digital technologies on Cleenol Group Ltd.
CHAPTER 1: INTRODUCTION
1.1 Research overview
Concept of digital technology is important for business organization because it provide
various opportunities to attain high growth and success at market place. Implementation of
digital technology help small business organization to improve their performance level as it
change whole process of the company. With the help of this, company can easily make their
activities smart and advanced as well (Pansari and Kumar, 2017). It also provide support to firm
at the time of delivering quality products and services by understanding customers needs and
wants. Social media is crucial tool which play crucial role in delivering right products to right
customers. With the use of social media, company can easily communicate with large number of
customers. Current research is based on Cleenol Group Ltd, is operate as their business at small
level. This company operate as a manufactures which provide oven cleaners, brooms, floor care,
hand soaps and many more to its customers. The main aim of this company is to capture wide
area market by serving quality products and services to customers as per their needs and wants.
Along with this, present research is discussed about social media in building relationship with
large number of customers at a global level. Research also cover specified aims and objectives
and hypothesis with literature review. Appropriate research methods and approaches are also
mentioned in this research for analysing data and information.
1.2 Background of research
In the modern era, social media is one of the important way to communicate with large
number of people with the purpose of making better relationship. In organizational context, use
of social media is also beneficial because it help in improving customers experience towards the
company products and services. Along with this, social media also allow customers to give their
reviews and feedback on company products and services (Verhoef, Kannan and Inman, 2015) .
By this, firm can easily invite loyalty customers by developing their trust towards the company
products. As per high competition in market, social media is an important tool through which
firm enhance their productivity level by delivering quality products and services to its target
customers. Cleenol Group Ltd is suppliers of cleaning and hygiene products. In this, the main
aim of this company is to enhance their productivity level by capturing customers attention
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towards their quality products and services. For this, they needs to effectively use social media
tool with the purpose of attaining potential growth and position at market place. Mainly company
serve household products like, floor care, hand soaps, oven cleaners, machine dishwashing
products and so on. Along with this, company also operate across the UK, Middle East and the
Europe. By using social media tools such as Facebook, Twitter, Instagram, Cleenol Group Ltd
increase customers base by grabbing their attention towards its products and services.
1.3 Rationale of Research
This research is based on the evaluate the impact of social media in building relationship
with large number of customers at global level. In this context, the main focus of research is on
the social media through which company can easily connect with their customers and make their
positive performance at market place. With the help of this, researcher can easily enhance their
skills related with the social media by which they can easily improve the chances of attaining
positive outcomes. In case, if the investigator undertake appropriate researcher with the hope of
attaining positive outcomes.
1.4 Research Aim
It is one of the important component on which the whole research is based. As it help in
determining the research issue in systematic way. Research aim help researcher for carry out the
entire study in effective manner. In this the main aim of this project is “To evaluate the impact
of social media in build relationship with customers at a global scale. A case study on
Cleenol Group Ltd.”
1.5 Research Objectives
It is also consider as in vital part which is based on the aim of the project. With the help
of this, investigator can easily draw a valid conclusion and attain reliable outcomes. In this there
are some important objectives of research are as follows:
 To analyse the concept of social media.
 To determine the importance of social media in build relationship with customers.
 To define the relationship between social media and building relationship with large
number of customers at a global level.
1.6 Research Question
 How to analyse the concept of social media?
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 What are the importance of social media in build relationship with customers?
 How to define the relationship between social media and building relationship with large
number of customers at a global level?
1.7 Timescales
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CHAPTER 2 : LITERATURE REVIEW
As per current scenario, each and every person are use digital technologies in day to day
activities for making their life easy and smoother as well. In organisational context,
implementation of digital technology is also beneficial for firm to enhance their profitability
level at market place. In this, social media is vital tool for company to communicate with their
customers (Habibi, Laroche and Richard, 2014). The result will increase the customers base by
delivering them quality products and services. Along with this, the concept of digitalization
rapidly change the entire process of the firm in which company improve their overall
performance level by saving their cost and time. This will directly contribute in making brand
image competitive as compare to its rivals. Social media is important tool for which has various
advantages for the business organization to enhance customers base by providing them relevant
information to customers by their offerings. The main advantage of using social media is that, it
makes organization more productive, accessible by connecting with number of customers. With
the use of this, company can easily improve communication with their customers by connecting
with them. Mainly it gives ability to individuals to communicate instantly and also respond
quickly. It also help firm to reach new and existing customers by providing them special offers
and at the same time also tracking their responses.
Apart from this, above mentioned research questions are also helpful in determining
theoretical frame work through which investigator can easily overcome from the research issues.
In this context, literature review is an important for conducting in depth study which help in
analysing views and opinion of different authors. Along with this, various sources are used by
investigator with the hope of better understanding about the research objectives. As it help them
in gathering accurate information towards the impact of social media in build relationship with
customers at a global scale. With the help of this, researcher evaluate the way to overcome from
the issues that are occur within the business organization.
2.1 Concept of social media
According to Cohen and Kietzmann, (2014), social media is also about building
relationship with customers because it includes strong presence in which number of people are
connect with each other and share their common interest. Along with this, it is an important
aspect which provide incredible benefits to business organization that aid on reaching number of
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customers at global level. By using social media company can able to invite large number of
customers towards its products and services by providing them relevant information. It also
provide support organisation to increase brand image. In addition of this, it also includes some
important tools such as Facebook, Instagram, Twitter and many more. All these are beneficial for
Cleenol Group Ltd to share positive relation with their customers by communicating with them
effective. This is the main reason through which firm improve their efficiency level and also
build manage their performance level at global level. It positively put their impact on
organization and its activities as well because by using this firm make their brand image
competitive. In this context, there are some concept of social media on Cleenol Group Ltd are as
follows: Focus on people not technology: Social media is a human discipline which is controlled
by the digital channels. Facebook, Twitter all are the major platform through which
company interact with their customers and understand their desire towards the products.
This will contribute in making positive customers experience towards the company. Build conversation not campaigns: It is consider as an important way to introduce
quality products for capturing customer interest. With the use of this, Cleenol Group Ltd
build strong and long term relationship with their consumers by providing them values.
Along with this, company also communicate with their customers to understand their
taste and preferences. By this they easily build positive relationship with their target
consumers.
 Add values to the customers life: Social media is an important way to invite number of
people towards the company products and services. As Cleenol Group Ltd also use social
media to add values within their products for capturing customers attention. In this they
also share relevant information towards the products to their customers to make the
aware. This will help in engaging customers with company and its products as well.
2.2 Importance of social media in build relationship with customers
As per point of view Park and Kim, (2014), social media is an important platform
through which business organization communicate with their target customers and also tries to
maintain positive relation. As it allow to the business organization reach large number of
customers by providing them quality products and services. With the help of this, company can
easily increase their profitability level at market place. Apart from this, social media is an
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effective way to build customers relationship by engaging with customers by sharing product and
its information as well. By using social media platform, Cleenol Group Ltd invite large number
of customers by analysing their needs and wants towards the offerings. This will contribute in
building strong customers base. In this context, there are some major importance of social media
in building better relationship with customers are as follows: Providence of many communication platforms: Social media is refer to the wider
platform in which number of people are easily communicate and interact with each other.
In organizational context, Cleenol Group Ltd also use social media tools such as
Facebook, Twitter, Instagram, LinkedIn, Google and many more. All these are important
platform through which firm easily connect with their target customers and also influence
them to buy company products and services. It help in maintaining good relationship with
number of customers and also retain them for longer period of time. Platform to provide information about products and company: By using social media,
company can easily share relevant information to number of people and also influence
them towards their products and services. With the help of this, Cleenol Group Ltd
improve their performance and profitability level as well.
 Ascertainment of demands and views of customers: It is also important for business
organization to evaluate the customer needs and wants. With the assistance of this,
Cleenol Group Ltd easily offer right products to right customers at market place. For this,
firm interact with their target customers with the aim of providing them quality products
and services as per customers taste and preferences.
Thus, all these are help Cleenol Group Ltd to build strong relationship with their
customers and at the same time also influence them towards the offering. This will directly
contribute in capture customers attention towards the company products and services and at the
same time also enhance their positive brand image at market place.
2.3 The relationship between social media and building relationship with large number of
customers at global level
According to Neuhofer, Buhalis and Ladkin, (2014), social media in today's scenario is
playing a crucial role for companies in building connection between firm and customers. A large
number of people are connected with each other through these social media platforms and
sharing information is easier.
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Helps to connect with global customers: There are different social media tools like
Facebook, Instagram, Twitter etc., which company can use as their platforms in connecting with
its customers who are at global level. Therefore, doing marketing for Cleenol Group Ltd, has
become more easier. In addition to this, company can now focus on various needs and demands
of customers and provide them services accordingly.
Easy access towards different platforms: In this global world, every company has its
own way of building relationship with customers and social media is one of the type. Like other
organisation, Cleenol Group Ltd, has its own websites and in different social media platforms
they have their own page. Therefore, customers have easy access to these and consumers can
avail information along with products and services that are provided by the company.
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CHAPTER 3: RESEARCH METHODOLOGY
Research methodology is refer to the collection of strategies through which researcher
can easily carry out the study in effective way. It also includes various methodologies and
approaches which use by investigator to gather relevant information towards the research aims
and objectives (Braojos-Gomez, Benitez-Amado and Llorens-Montes, 2015). In this context,
there are two type of research methods and approaches to undertake entire research in effective
way.
3.1 Type of Investigation
Qualitative Research: It is primarily exploratory research which used by the researcher to
understand reasons, opinion of the people. Mainly it is method of observation to collect non
numerical data towards the research aims and objectives.
Quantitative Research: It is based on the structured way of analysing data. Mainly, it
involve statistical and mathematical data which is collected through preparing survey and
questionnaire as well. In this researcher keeping in mind the goal at the time of carry out the
research in order to draw a valid conclusion.
3.2 Research Philosophy
This part is also important of research methodology which refer to a belief related with
the data towards the phenomenon. Mainly it includes development of knowledge and nature that
may help in collecting data and information in an appropriate way. It includes two type of
method like positivism and interpretivism. Both are appropriate for collecting information in
systematic way. For this research, investigator use interpretivism approach which help in
determining the difference between humans and social actors. With the help of this, investigator
can easily gather relevant data and information.
3.3 Research approach
It is related with the plan and procedures that help investigator to effectively gather
relevant information related with the topic. Mainly, it includes two type of approach like
inductive and deductive. Both approaches are appropriate for collecting data and information.
For collecting appropriate data, researcher use inductive approach which help in gathering
relevant data and information.
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3.4 Data sampling
It is also an important method of carry out the research in an effective way. In this
researcher have to select the sample size to gather information in relation to the project. In this
research, investigator select 40 respondents for undertaking the study. With the assistance of this,
researcher easily collect relevant data and information.
3.5 Data collection
It is an important part of the research in which researcher gather data and information
from all the relevant sources to attain appropriate solution of the issues. As it includes two type
of method of data collection are as follows:
Primary Method: This type of data collection method includes new and fresh information
that are never used before. When the data and information are directly collected by the researcher
for fist time is called primary method. Mainly, it is totally original and specific as well Along
with this, it includes various sources such as interview, survey, questionnaire, group discussion
and many more. All these are help in drawing valid conclusion.
Secondary Method: It is important techniques which help in collecting data in effective
manner. This type of data already been collected by someone else. Along with this, it can be
published or unpublished data. By using this data, researcher can easily draw a valid conclusion.
Mainly it includes books, journals, magazines, articles and many more (So, King, Sparks and
Wang, 2016).
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CHAPTER 4: DATA ANALYSIS
Research is one of the important concept which provide a brief discussion towards the
particular topic of the research. With the help of this researcher can easily determine the previous
issues of the study. In this data and information are the major aspect because it provide guidance
and direction to the investigator at the time of executing research activities. By this, investigator
also take right decision and draw a valid conclusion (Lovelock and Patterson, 2015).
Questionnaire
Name:
Age:
Contact no:
Address:
Q1) Are you aware about the concept of social media?
a) Yes
b) No
Q2) Does the implementation of social media is appropriate for building relationship with
customers?
a) Agree
b) Disagree
Q3) What are the important platform of social media used by Cleenol Group Ltd?
a) Facebook
b) Instagram
c) Twitter
Q4) What are the major importance of social media for Cleenol Group Ltd?
a) Improve customer base
b) Increase brand image
c) Increase sales
Q5) Is social media tool cost effective for Cleenol Group Ltd?
a) Yes
b) No
Q6) What are the main issues faced by the company at the time of use social media?
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