JP6563556B1 - Word-of-mouth promotion support system, method, and program - Google Patents

Abstract

The present invention provides a system, method, and program capable of posting a word of mouth only to a person who actually uses a product or service in a store. A word-of-mouth promotion support system includes a usage information acquisition unit that acquires card usage information from a member store terminal, a postable store display unit that presents a postable store to a customer based on the card usage information, A posting unit that allows a customer to post a review about the postable store and notifies the member store of the review. [Selection] Figure 1

Description

  The present invention relates to a technique for supporting promotion of word-of-mouth.

  In recent years, an increasing number of Internet services allow consumers to post and browse evaluations and impressions (hereinafter also referred to as word-of-mouth) of store products and services on the Internet. For example, in SNS (Social Networking Service), a wide variety of reviews about products and services of various stores are posted. On the word-of-mouth site, it is possible to post reviews for each store (or product or service) for each store (or product or service).

  In this way, a large number of consumer reviews are collected, so not only can consumers refer to reviews from other consumers, but stores can also create products and products based on consumer reviews. Service and other improvements can be made.

JP 2006-236165 A

  However, even those who do not actually use goods or services can post reviews as if they were using them. For this reason, the credibility of word-of-mouth communication has hitherto been low (see Patent Document 1), and it has been difficult to distinguish which word-of-mouth is a real word of mouth.

  Therefore, the present invention has been made in view of such a problem, and the object of the present invention is a system that allows a user to post a review only to those who actually use a product or service in a store. , Method, and program.

  In order to achieve such an object, a first aspect of the present invention is a word-of-mouth promotion support system. This word-of-mouth promotion support system includes a usage information acquisition unit that acquires card usage information from a member store terminal, a postable store display unit that presents a postable store to a customer based on the card usage information, and the customer A posting section that enables posting a review about a postable store and notifies the member store of the review.

  A second aspect of the present invention is a method implemented by a word-of-mouth promotion support system. The method includes the steps of obtaining card use information from a member store terminal, presenting a post-possible store to a customer based on the card use information, and the customer posting a review about the post-possible store And informing the merchant of the word of mouth.

  The third aspect of the present invention is a program. This program is a program for causing a computer to execute the method of the second aspect.

  According to the present invention, it is possible to post a review about a store only to those who have paid for the store.

1 is an overall schematic diagram including a word-of-mouth promotion support system according to an embodiment of the present invention. It is a functional block diagram of the word-of-mouth communication support system concerning one embodiment of the present invention. It is an example of ID database concerning one Embodiment of this invention. It is a sequence diagram which shows the flow of the process concerning one Embodiment of this invention. It is a flowchart which shows an example of the processing flow of the word-of-mouth notification concerning one Embodiment of this invention. It is a flowchart which shows an example of the processing flow of the word-of-mouth notification concerning one Embodiment of this invention.

  First, terms used in this specification will be described. “Word of mouth” is arbitrary information such as evaluations and impressions on objects such as shops, products, and services. “Posting” means posting a word of mouth on an SNS or word of mouth site.

  In this specification, the case of payment by credit card will be described, but the present invention can be applied to any payment such as a prepaid card. Further, in the present specification, a case where a customer pays a price at an actual store will be described, but the present invention can also be applied to a case where a customer pays a price at an online shop on the Internet. In this specification, the case of posting to an SNS and a word-of-mouth site is described, but the present invention can be applied to any Internet service such as a blog.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.

  FIG. 1 is an overall schematic diagram including a review promotion support system 110 according to an embodiment of the present invention. The overall schematic diagram includes a review promotion support system 110, a member store terminal 120, a review posting server 130, and a customer terminal 140. Assume that a customer who is a member of a credit card makes a payment with a credit card at a member store where the member store terminal 120 is installed. Then, the customer can post a review about the member store on the Internet service provided by the review posting server 130 (for example, the SNS server 131 or the review site server 132) using his / her customer terminal 140. . Each will be described below.

  The member store terminal 120 is a terminal for performing payment by credit card. Specifically, the member store terminal 120 can transmit customer credit card usage information (hereinafter also referred to as “card usage information”) to the word-of-mouth promotion support system 110. In the card usage information, an identifier for a customer who uses a credit card (such as a credit card number) and a member store where the credit card is used (that is, a member store where the member store terminal 120 is installed) are specified. Information, information on credit card usage date and usage amount, etc. can be included.

  The word-of-mouth posting server 130 is a server that provides an Internet service capable of posting word-of-mouth posted by a customer. For example, the word-of-mouth posting server 130 is an SNS server 131 that provides an SNS and a word-of-mouth site server 132 that provides a word-of-mouth site. Specifically, the word-of-mouth posting server 130 can receive the word-of-mouth from the customer terminal 140 via the word-of-mouth promotion support system 110.

  The customer terminal 140 is a terminal such as a smartphone of a customer who is a credit card member. A customer can post a review to the review posting server 130 via the review promotion support system 110 using the customer terminal 140.

  The word-of-mouth promotion support system 110 is provided by the word-of-mouth posting server 130 using a customer terminal 140 when a customer who is a member of a credit card makes a payment with a credit card at a member store where the member store terminal 120 is installed. It is a system that makes it possible to post reviews about its member stores on the internet service. The word-of-mouth promotion support system 110 is installed in a system that manages the payment of a credit card of a credit card company, or is connected to a system that manages the payment of a credit card of a credit card company. Hereinafter, the details of the word-of-mouth promotion support system 110 will be described with reference to FIG.

  FIG. 2 is a functional block diagram of the word-of-mouth promotion support system 110 according to an embodiment of the present invention. The word-of-mouth communication promotion support system 110 includes a usage information acquisition unit 201, a postable store display unit 202, an ID linkage unit 203, a posting unit 204, an ROI measurement unit 205, and an ID database 206. The word-of-mouth promoting support system 110 is one or more computers including a processor and a memory. Further, the word-of-mouth promotion support system 110 executes a program for operating the usage information acquisition unit 201, the post-possible store display unit 202, the ID linkage unit 203, the posting unit 204, and the ROI measurement unit 205, or a processing flow described later. A storage medium storing a program for executing the program.

  The usage information acquisition unit 201 can receive customer card usage information from the member store terminal 120. As described above, the card usage information includes the identifier of a customer who uses a credit card (such as a credit card number) and the member store where the credit card is used (that is, the member store where the member store terminal 120 is installed). Information for identifying the credit card, information on the credit card usage date and usage amount, and the like. The usage information acquisition unit 201 can store the received card usage information in a memory (not shown).

  The post-possible store display unit 202 can present a member store (hereinafter also referred to as a post-possible store) that can post a review by using a credit card to a customer. For example, the post-possible store display unit 202 can display a post-possible store on a site for credit card members. Specifically, the post-possible store display unit 202 includes information (for example, an ID and a password) input at the time of logging in to a credit card member site from the card usage information acquired by the usage information acquisition unit 201. The card usage information of the customer can be extracted based on the above. Further, the post-possible store display unit 202 can display member stores satisfying a predetermined condition on a site for a credit card member based on the extracted card use information. The predetermined condition may be an arbitrary condition such as a member store used within the past month, or a member store used more than 0 yen per time (or per month).

  The ID linkage unit 203 can manage the identifier of the credit card member managed by the credit card company and the identifier of the customer managed by the word-of-mouth posting server 130 in association with each other. For example, the ID linkage unit 203 can manage the ID of the site for the credit card member and the account of the SNS provided by the SNS server 131 and the review site provided by the review site server 132 in association with each other. Hereinafter, cooperation example 1 and cooperation example 2 will be described.

<Cooperation example 1>
In the cooperation example 1, the ID cooperation part 203 can receive the information for specifying SNS and a word-of-mouth site from the customer terminal 140, and the information of the account of the SNS and word-of-mouth site. The ID linkage unit 203 can store the received account and the ID of the site for the member of the customer's credit card in the ID database 206 in association with each other.

<Cooperation example 2>
In the cooperation example 2, the customer terminal 140 transmits permission to the SNS server 131 and the word-of-mouth site server 132 that the ID of the site for the member of the credit card may be associated with the account of the SNS or the word-of-mouth site. When notified from the SNS server 131 or the word-of-mouth site server 132 that the ID linkage unit 203 has been authorized, the ID database 206 associates the ID of the site for the credit card member with the account of the SNS or word-of-mouth site. Can be stored.

  The ID database 206 is a database in which an identifier of a credit card member managed by a credit card company and an identifier of a customer managed by the word-of-mouth posting server 130 are stored in association with each other. For example, as shown in FIG. 3, the ID database 206 stores SNS and word-of-mouth site accounts 1 to 5 associated with each site ID for a credit card member.

  The posting unit 204 enables a customer to post a review on the Internet service provided by the review posting server 130. For example, the posting unit 204 has selected, by the customer terminal 140, a review of a member store selected by the customer terminal 140 among the postable stores displayed on the site for credit card members by the postable store display unit 202. Allows posting on SNS or word-of-mouth sites. Hereinafter, the case of SNS and the case of a word-of-mouth site will be described separately.

<SNS>
The posting unit 204 can display an input field for inputting a word of mouth on the customer terminal 140. In addition, the posting unit 204 can add a hash tag indicating a member store that the customer is about to post and a URL related to the member store to the word of mouth. Each member store can register in advance a hash tag representing itself and a URL related to itself. The posting unit 204 can extract a hash tag representing a member store to which a customer intends to post from a pre-registered hash tag and attach it to a review. The posting unit 204 can transmit a review, a hash tag, and a customer account to the review posting server 130. As described above, the customer can post the word-of-mouth input in the input field together with the hash tag automatically attached. The posting unit 204 can manage a word of mouth posted by a person using a credit card with a flag, or can manage without a flag.

<Word of mouth site>
The posting unit 204 may display a URL (Uniform Resource Locator) of a page for posting a review of the postable store in the review site along with the display of the postable store on the site for the credit card member. it can. Each member store can register its own URL. The customer can post a review about the member store on the word-of-mouth site transitioned based on the URL, and can give a score to the member store.

  Hereinafter, a method for notifying member stores of word-of-mouth by a person who actually uses a store product or service (that is, a person who uses a credit card) will be described.

<SNS>
The posting unit 204 searches for reviews posted by a SNS account linked to the ID of the site for the credit card member and with a hash tag registered in advance by the member store. Can be extracted. The posting unit 204 can notify the extracted word-of-mouth to the computer (not shown) of the member store that is the subject of the word-of-mouth. Therefore, the member store can know the impression and evaluation of the person who actually uses the product or service of the store. Furthermore, a person who views reviews can identify a review with a specific hash tag (that is, a hash tag registered in advance by a member store) as a review by a person using a credit card.

<Word of mouth site>
The posting unit 204 can receive a review posted from the review site server 132 via the review promotion support system 110. The posting unit 204 can notify the received word-of-mouth to a computer (not shown) of the member store that is the object of the word-of-mouth. Therefore, the member store can know the impression and evaluation of the person who actually uses the product or service of the store. In addition, a person who views a review is posted by a person who uses a credit card when displaying a specific review (for example, the review posting server 130 displays a review posted via the review promotion support system 110). Can be identified as a word of mouth by a person using a credit card.

  Furthermore, in the present invention, when bad reviews are posted, a member store can deal with those reviews. In the following, the case of dealing before posting and the case of dealing after posting will be described separately.

<Example of action before posting>
The posting unit 204 can receive, from the customer terminal 140, the score (score etc.) of the member store that the customer intends to post before posting the word of mouth. When the score is equal to or higher than the predetermined value, the posting unit 204 continues the processing of posting the word of mouth. On the other hand, when the score is lower than the predetermined value, the posting unit 204 transmits the word-of-mouth input (before posting) by the customer to the computer (not shown) of the member store that is the word-of-mouth. be able to. In addition to or instead of the score determined by the customer, the score of the member store obtained by performing natural language processing on the word of mouth (for example, a word of mouth including a keyword meaning bad is posted) The score of the member store may be low). The posting unit 204 can receive a reply from the member store in response to the word of mouth from a computer (not shown) of the member store. The posting unit 204 can transmit a review and a reply to the review posting server 130. Thereafter, the word-of-mouth posting server 130 can post the received word-of-mouth and reply as a word of mouth entered by the customer and a reply entered by the member store.

<Examples of actions after posting>
The posting unit 204 searches for reviews posted by a SNS account linked to the ID of the site for the credit card member and with a hash tag registered in advance by the member store. Can be extracted. Further, the posting unit 204 can receive a review posted from the review site server 132 via the review promotion support system 110. Then, the posting unit 204 can extract a word-of-mouth including a predetermined keyword (for example, a word assumed to give bad evaluation to a member store) from the extracted and received word-of-mouth. . In addition, the posting unit 204 can transmit a review including a predetermined keyword to a computer (not shown) of the member store that is the subject of the review. Each member store can post a reply to those reviews on the Internet service provided by the review posting server 130.

<Another handling example after posting>
The posting unit 204 can receive, from the customer terminal 140, the score (score, etc.) of the member store that the customer intends to post when posting a review. The posting unit 204 continues to process the posting of reviews regardless of the score value. However, when the score is lower than a predetermined value, the posting unit 204 transmits the word-of-mouth input (posted) input by the customer to the computer (not shown) of the member store that is the target of word-of-mouth. be able to. In addition to or instead of the score determined by the customer, the score of the member store obtained by performing natural language processing on the word of mouth (for example, a word of mouth including a keyword meaning bad is posted) The score of the member store may be low). Each member store can post a reply to those reviews on the Internet service provided by the review posting server 130.

  Further, in the present invention, it is possible to measure the ROI (return on investment) of word-of-mouth contributions. The ROI measurement unit 205 of the word-of-mouth communication support system 110 in FIG. 2 is a case where a person who has a friend relationship with a customer on the SNS (hereinafter, also referred to as a friend) browses a word of mouth posted by the customer and visits a member store. It can be determined that there was a word-of-mouth effect. Hereinafter, a case where a friend is a credit card member and a case where a friend is not a credit card member will be described separately.

<If you are a credit card member>
The ROI measurement unit 205 can acquire the personal information (name, email address, etc.) of the friend of the customer who posted the review from the SNS server 131. In addition, the ROI measurement unit 205 acquires personal information of friends acquired from the SNS server 131, personal information (such as name and email address) of credit card members held by the credit card company, and the usage information acquisition unit 201 acquires Based on the card usage information, it can be determined that a friend has used a credit card at a member store where a customer has posted a review. In this case, the ROI measurement unit 205 can consider that the friend browsed the word of mouth posted by the customer and visited the member store (that is, the word of mouth was effective).

<If you are not a credit card member>
The ROI measurement unit 205 can acquire personal information (such as an email address) of a friend of a customer who has posted a review from the SNS server 131. In addition, the ROI measurement unit 205 receives an electronic receipt received by the friend at the member store from the member store terminal 120 (specifically, the friend receives the electronic receipt by e-mail), And the information of the mail address of the friend can be received. The ROI measurement unit 205 also obtains the personal information of the friend acquired from the SNS server 131, the mail address at which the electronic receipt is received (that is, the mail address of the friend), and the member who issued the electronic receipt. Based on the store, it can be determined that the friend paid for the merchant at which the customer posted the review. In this case, the ROI measurement unit 205 can consider that the friend browsed the word of mouth posted by the customer and visited the member store (that is, the word of mouth was effective).

  In the case of <If you are a member of a credit card> or <If you are not a member of a credit card>, when a friend views a word of mouth, make a predetermined input on the screen (for example, press a button that has already been viewed) Thus, the ROI measurement unit 205 may collect information that a friend has viewed a word of mouth.

FIG. 4 is a sequence diagram showing a flow of processing according to the embodiment of the present invention.
In step 401 (S401), the member store terminal 120 transmits the customer's card use information to the word-of-mouth promotion support system 110.
In step 402 (S402), the word-of-mouth promotion support system 110 determines a post-possible store based on the card usage information received in S401. Then, the word-of-mouth communication promotion support system 110 presents a postable store to the customer terminal 140.
In step 403 (S403), the customer terminal 140 posts a review about the post-possible store presented in S402 on the Internet service provided by the review posting server 130.

FIG. 5 is a flowchart showing an example of a processing flow of the word-of-mouth notification (action before posting) according to the embodiment of the present invention.
In step 501 (S501), the word-of-mouth communication promotion support system 110 receives, from the customer terminal 140, the score of the member store that the customer intends to post. If the score is greater than or equal to a predetermined value, the process proceeds to step 502. If the score is lower than the predetermined value, the process proceeds to step 503.
In step 502 (S502), the word-of-mouth promotion support system 110 continues the word-of-mouth posting process.
In step 503 (S503), the word-of-mouth promotion support system 110 transmits the word-of-mouth input (before posting) by the customer to the computer (not shown) of the member store that is the word of mouth.
In step 504 (S504), the word-of-mouth promotion support system 110 receives a reply from the member store member to the word-of-mouth transmitted in step S503 from the member store computer (not shown).
In step 505 (S505), the word-of-mouth promotion support system 110 sends the word-of-mouth communication support system 110 to the word-of-mouth posting server 130 and the word-of-mouth transmitted to the member store computer (not shown) in step S503 and the message received from the member store computer (not shown) in step S504 Send a reply.

FIG. 6 is a flowchart showing an example of a processing flow of a word-of-mouth notification (action after posting) according to an embodiment of the present invention.
In step 601 (S601), the word-of-mouth promotion support system 110 determines whether to notify a word-of-mouth posted on the SNS or a word-of-mouth posted on the word-of-mouth site. In the case of SNS, the process proceeds to step 602.
In step 602 (S602), the word-of-mouth promotion support system 110 is a word-of-mouth posted by an SNS account linked to the ID of the site for the credit card member and registered in advance by the member store Search and extract reviews with
In step 603 (S603), the word-of-mouth promotion support system 110 includes a predetermined keyword (for example, a word assumed to give a bad evaluation to the member store) from the word-of-mouth extracted in step S602. Extract reviews.
In step 604 (S604), the word-of-mouth communication promotion support system 110 transmits the bad word-of-mouth extracted in step S603 to the computer (not shown) of the member store that is the object of the word-of-mouth.
In step 605 (S605), the word-of-mouth promotion support system 110 receives a word-of-mouth posted from the word-of-mouth site server 132 via the word-of-mouth promotion support system 110.
In step 606 (S606), the word-of-mouth communication promotion support system 110 includes a predetermined keyword (for example, a word that is assumed to give bad evaluation to the member store) from the word-of-mouth received in S605. Extract reviews.
In step 607 (S607), the word-of-mouth communication promotion support system 110 transmits the bad word-of-mouth extracted in step S606 to the computer (not shown) of the member store that is the object of word-of-mouth.
Thereafter (after S604 and S607), each member store can post a reply to those reviews on the Internet service provided by the review posting server 130.

  The word-of-mouth communication promotion support system 110 may grant a predetermined incentive (for example, points given according to the credit card usage amount) to the customer who posted the word-of-mouth. When the word-of-mouth communication promotion support system 110 recognizes that the customer has posted a word of mouth, the customer incentive managed by the credit card company system can be added. In addition, when the word-of-mouth promotion support system 110 recognizes that the customer has posted a word of mouth about a member store, a predetermined reward may be received from the member store. The word-of-mouth promotion support system 110 can be used as a source of incentives for giving a part or all of the reward money to the customer.

  The word-of-mouth promotion support system 110 may display a list of reviews posted via the word-of-mouth promotion support system 110. For example, the word-of-mouth communication promotion support system 110 can display a customer's word-of-mouth and which SNS or word-of-mouth site has been posted for each member store on a credit card member site. The word-of-mouth communication promotion support system 110 can enable a customer to search for and narrow down these word-of-mouth.

  As described above, according to the present invention, it is possible to assist a customer who actually uses a product or service in a store to promote posting a review.

  The embodiment of the present invention has been described so far. However, the above embodiment is merely an example, and the present invention is not limited to the above-described embodiment, and may be implemented in various forms within the scope of the technical idea. Needless to say, it is good.

  In addition, the scope of the present invention is not limited to the illustrated and described exemplary embodiments, and includes all embodiments that provide the same effects as those intended by the present invention. Further, the scope of the invention is not limited to the combinations of features of the invention defined by the claims, but may be defined by any desired combination of particular features among all the disclosed features. .

110 Review Promotion Support System 120 Member Store Terminal 130 Review Posting Server 131 SNS Server 132 Review Site Server 140 Customer Terminal 201 Usage Information Acquisition Unit 202 Postable Store Display Unit 203 ID Linking Unit 204 Posting Unit 205 ROI Measurement Unit 206 ID Database

Claims (6)

A usage information acquisition unit for acquiring card usage information from a member store terminal;
Based on the card usage information, a post-possible store display unit that presents a post-possible store to the customer;
A posting section that allows the customer to post a review of the postable store and notifies the member store of the review ;
When a person who has a friendship relationship with the customer on SNS (Social Networking Service) uses a credit card or pays a price at a member store where the customer has posted a review, the effect of the review is A word-of-mouth communication promotion support system comprising an RIO measurement unit that determines that there has been. The review post is a post to SNS (Social Networking Service),
2. The review according to claim 1, wherein the posting unit is configured to search and extract a review posted by a predetermined account and having a predetermined hash tag. Promotion support system. The review is a post to the review site,
The said contribution part is comprised so that the review posted via the said review promotion assistance system may be received from the server which provides the said review site, The review promotion assistance system of Claim 1 characterized by the above-mentioned. The word-of-mouth communication promotion support system according to any one of claims 1 to 3 , further configured to add points to an incentive held by the customer when recognizing that the customer has posted a word of mouth. A method executed by a word-of-mouth promotion support system,
Obtaining card usage information from a merchant terminal;
Presenting a postable store to the customer based on the card usage information;
Allowing the customer to post reviews about the postable store and notifying member stores of the reviews ;
When a person who has a friendship relationship with the customer on SNS (Social Networking Service) uses a credit card or pays a price at a member store where the customer has posted a review, the effect of the review is And a step of determining that there has been . A program for causing a computer to execute the method according to claim 5 .

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