Ian Baldwin

About Ian Baldwin

Online retailers deliver a better customer experience than high street stores: report

It’s a common sight to see Amazon perched at the top of consumer satisfaction surveys thanks largely to its speedy delivery and massive product range.

But a new survey suggests that it’s not just Amazon that’s delivering an excellent online shopping experience.

In fact, the Nunwood report shows that supermarket customers gave the online experience scores which were higher by an average of 3.9%. 

Across the wider non-food retail sector, customers that had interacted with a brand purely online gave the experience on average a 5% higher score than those who had experienced the same brand purely in-store.

Nivea finds social gains with #Kissoftheyear

We are slightly delayed on our weekly showcase of The Dachis Group’s Social Business Index from last week which focused on Halloween and early New Years competitions so this week we’ll have two!

The Dachis Group has analyzed three well-known brands – Nivea, LG and Dreamworks – to show why they are faring better in the social space this week.

We’ll also take a glimpse at the top twenty brands on the Social Business Index, a real-time ranking of more than 30,000 global brands based on their performance in the social space, to see how the biggest brands in social are faring.

Site search: install, optimise and maintain

Site search is critical to the success of your online business. And now that more people use mobile phones and tablets to surf the web and shop, you need to be sure you’re always delivering as short a path as possible to the “add to cart” button, without distracting them by too much extra information.

When it comes to search, install and forget no longer works. Delivering a great search experience requires constant attention – but the good news is your search data is a big help in this regard. 

By examining site search data you can learn about your customers’ favourite products as well as the terms they use in your search box, their responses to promotional offers, and seasonal trends.

What do Facebook Global Pages mean for brand content strategies?

Last week Facebook unveiled plans for new Global Pages that will allow brands to show localised content to different markets from a single centralised account.

As well as automatically translating content into the visitor’s local language, the new pages will allow brands to setup localised versions of their cover photos, profile photos, apps, milestones, ‘about’ info, and newsfeed stories.

According to Facebook, the main benefits of Global Pages are that brands will be able to establish a consistent “global brand identity” using one URL. Also, admins of the main page will see insights for all global users in one dashboard.

So what do these Global Pages mean for brands and what impact will it have on content strategies? To find out more I spoke to four social media experts…

The affluent trap: how should publishers and advertisers value audiences?

Read a few media kits from publishers looking to sell ad inventory on their websites and chances are you’ll notice a trend: wherever possible, publishers will try to play up the ‘premium’ nature of their audiences.

From income to education, more is apparently better. It seems to make sense: an audience of highly-educated individuals earning above-average salaries sounds perfect on paper. But is it?

Perhaps not if you consider a recent study conducted by Leads360.

How to rock your Google Analytics: five tricks to help you out

There is no doubt that running a site is tough, we need to work harder and smarter than our competition to keep ahead in the game.

Analytics gives us all the data we need to make our websites even better but it needs to be set up right first; here are some tips and tricks to help you on your way.

Twitter showdown: Coke vs Pepsi

Today, we’re launching a new weekly Twitter showdown of some of the biggest companies on the web, in your grocery store or on your brain. Today’s competitors are some of the most well known brands on the planet.

Yep. It’s Coca-Cola verses Pepsi. When have we heard that before? But this time, we’re not having a blind taste test. With the help of Visual.ly’s new easy to create infographics, we could easily compare these two drink giants.

First, a little background on what our competitors are doing.

ASA forces TripAdvisor to stop claiming its reviews are ‘trusted’

The Advertising Standards Authority (ASA) has ordered TripAdvisor to rewrite some of its marketing messages in response to a complaint from online reputation company KwikChex and two hotels that claim to represent hundred of others.

The complaint was first made last September, and the site at that time removed the slogan “reviews you can trust” from its hotel listings and replaced it with “reviews from our community”. Now, all of the changes enforced by the ASA have been made.

IAB study reveals 44% of those surveyed use mobile to respond to TV ads

Nearly 50% of smartphone owners use their mobile to search for product information after seeing a TV ad, according to a new study from the Internet Advertising Bureau (IAB).

The survey also found that 38% of respondents used their smartphone instore while shopping, with 49% of this group using their mobile to compare prices with other retailers.

Research agency GfK interviewed over 800 smartphone owners to track the purchase journey of their most recently purchased product.

11 of the best social media campaigns of 2011 (and what we can learn from them)

There are so many different metrics we can use to judge the success of a social media campaign:  views, sales figures, donations, likes, even mentions, but perhaps the most important is the intangible.

Was it memorable? Did it resonate with the audience? I asked around the office for the team’s favourite social media campaigns of 2011.

Our favourites don’t necessarily represent the campaigns that have had the highest impact, or the biggest budgets spent on them. They were just good, different, or downright odd.

Anyway, here are our favourites. We’d be interested to read yours …

Robots.txt And 404 pages: sometimes funny, always important

My last few posts have been fairly serious, so I figured I would mix in a little fun with this one and I’m soliciting input too (there’s a £50 prize for the best contribution,see at the end).

I’ve seen a spate of “Easter Egg” links doing the rounds on Twitter recently, some of which have been pretty inspired. They’re generally either the 404 page or the robots.txt page.

The topic for this post is to talk a little bit about what these pages are actually for and to share some of my favourites among the new ones I’ve seen recently.