A couple of weeks ago I wrote an article entitled Fight Club! Netflix, LOVEFiLM and NOW TV: a UX comparison. For this I had to sign up to their respective VoD services. You know, for the greater good of journalism.
Now the time has come to quit these VoD services because it seems there really is such thing as too much choice... plus I'm not made of money... and there's only so many hours in a day. I do have a job you know!
Based on recent research that suggests 72% of customers expect complaints on Twitter to be answered in one hour, I'll be taking a look at each company's Twitter customer service channel compared to their site's own customer service, then finally I'll see how easy it is to quit and how easily they let me go.
53% of customers who ask a brand a question on Twitter expect a response within one hour.
However, if a customer makes a complaint to a brand using Twitter, that figure goes up to 72%.
These stats come from the latest research by Lithium Technologies and perhaps contradicts the previously held notion that just 11% of people expect to receive customer service via social media.
Firstly, yes, Warner Bros. has made a LEGO Movie. A big budget, Hollywood, CGI motion picture starring (the voices of) Chris Pratt, Will Ferrell, Liam Neeson and Morgan Freeman.
The film isn’t out until February 2014, and yet Warner Bros. began the marketing push earlier this year with a great looking trailer and various teaser posters.
This shouldn’t be a surprise being as LEGO has a great online strategy and has shown previous form in building its own online customer community.
Recently though, the marketing push has begun through closer engagement on social network sites, clearly having learnt lessons from LEGO's own social interaction via its CUUSOO site.
Let’s take a look at how Warner Bros. and their digital agency Substance are marketing LEGO's biggest new construction yet using social media…
For the true bibliophile, the book shop is one of the few retail experiences impossible to replicate online.
Yes, there are hundreds of extremely competitive ecommerce sites that offer cheaper-than-high-street books with free delivery, but what they're missing is the sensory experience of browsing a book shop's shelves; the touch, the smell and most importantly, the conversation.
I spent seven years working as a bookseller, and as my learned colleague Ben Davis will agree: once a bookseller, always a bookseller. It's impossible not to shoehorn one's innate love of books into most conversations.
Part of the joy of working with books is the interaction with the customers. It was extraordinarily easy to load up a customer with armfuls of recommendations when all they came into purchase was the latest Maeve Binchy.
This is where online book stores can match the offline experience: Conversation, interaction and engagement, all through the art of social proof.
I've previously gone into greater detail about social proof here: Whitbread and the power of social proof; this post mainly concentrated on the food, drink and leisure services as well as describing how social proofing works.
Here I'm going to use the examples discussed in that post and the examples in our 11 great ways to use social proof in ecommerce article to see how online book shops compare.
Bands and musicians who consider themselves at the forefront of technology are beginning to use app software as a way to engage with a now almost entirely digital orientated audience.
Bjork's beautifully immersive Biophilia app, released in 2011 to tie into her album of the same name, paved the way for new technology to enhance the listening experience, however it's taken a couple of years for fellow pioneers to use the same technology to a similarly high standard.
With a few artists recently announcing new apps to accompany their forthcoming releases, lets take a look at some of the more interesting examples, beginning with the trendsetter:
To begin I'm going to repeat a headline I read last week: 'Facebook is more popular for native advertising than Twitter'.
This headline derives from Hexagram’s latest report on native advertising. The report elaborates: Facebook is the third most-popular channel for native advertising, with Twitter still lagging far behind.
However… if you’re anything like me, you might not know what native advertising actually is, and all of the above information may just merge into the background of data white noise.
As a relative newcomer to the digital marketing world, I've decided to begin a series of 'beginner's guides' to uncover what is meant by certain terms, trends and technological advances in digital; being both a travel guide and a personal investigation.
So if you're tired of being the person nodding and smiling at the back of the room, feeling increasingly powerless in the face of overwhelming jargon, come with me and we'll embark on a voyage of discovery together.
Don't worry, you don't have to talk to me or look me in the eye, you just have to sit there.
Vine has introduced a new ‘sessions’ feature, which means you can now save up to 10 Vines for editing or adding footage to at a later date.
You can also play around with the timeline of individual saved Vines by reordering separate shots, which means the user can fix any mistakes in the recording process.
An earlier update introduced ghost, which allowed the user to check the composition of the frame by faintly superimposing the previous shot over the screen.
These updates only serve to make Vine more user-friendly and professional. The upshot is we’re likely to see much better quality Vines in the future, as users now have the ability to re-edit and polish their own work.
These improvements arrive shortly after Instagram added video functionality to its photography app. Some saw Instavid as having a major advantage over Vine – 15 second length, choice of cover photo, Instagram’s own selection of filters – but with Vine amassing 40m users in just nine months, Vine is still a viable playground for brands to exploit.
Let’s take a look at the most recent examples of branded Vines…
Research shows that stories, anecdotes and metaphors are more memorable than data.
At Searchlove last week, business consultant and author Danny Scheinmann discussed why stories work, the hidden structures behind them and how they can help your business to communicate effectively.
People trust what they see far more than what they hear.
The human brain processes visuals 50 times faster than text. It’s much easier to persuade someone into action through visual stimulus than by merely talking to them or providing a text document. The same goes for your ecommerce site.
At Searchlove yesterday, Conversion XL’s public face and conversion optimisation expert Peep Laja delivered his ideas on what your site should be doing to attract consumers, drawing from the latest research on neuro web design.
It’s a great time to be a big brand. They have nothing to worry about when it comes to search, and have it all: top page ranks, multiple links.
Google is even currently testing overlarge banner ads for big companies in its search results. Big brands will be fine.
It seems that Google is doing more and more to support big brands, filtering out the flotsam and jetsom of the internet and providing users with ‘trusted’ big name brands they recognised, pushing the more dubious websites further down its SERPS.
But what about the little guy? The little guy who makes a great product or provides a quality service. How can this valuable but tiny start-up company possibly hope to compete against the giants of commerce?
At Searchlove yesterday, Distilled’s co-founder and CMO Will Critchlow used the London based restaurant chain Hawksmoor as an example of a successful local business to provide his own insight and guidance on how your small business can market itself in the face of staggering adversity.