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Author: Alex Moss

Alex Moss

Alex Moss is the Director at FireCask, an online marketing agency in Manchester specialising in Search, Content and WordPress development. Alex is also the Co-Founder of Peadig, a WordPress framework powered by Bootstrap.

British Airways complaint

Six customer service lessons for @British_Airways

In the past month I had a bad experience with British Airways.

In short, I left my iPad on a plane and it took six days for them to find it and charge me for its safe return.

This post is more about the way BA handled my issues both online and offline and how there are a lot of flaws in its customer service and social media management.

I’ll write about my experience as objectively as possible while still providing actionable tips.

Web Summit 2013

Key takeaways from the Web Summit 2013

At the end of October I attended The Web Summit (now rebranded to The Summit)  in Dublin, Ireland. Hosted at RDC Dublin, this mammoth conference has been dubbed 'The European SXSW'.

I’ve never been to SXSW but from reading about it and now having attended The Summit I can agree with this. The list of speakers was overwhelming just to look at, and the quality of those speakers were the highest you’d find in Europe. I couldn’t wait.

Usually I attend search related conferences and this was more of a general technology so was slightly different.The scope of the talks themselves were also varied. Some I could take some useful notes, others were more about strategic thinking and general information.

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The value of rich snippets and structured data

schema.orgAt the beginning of this month, I gave a talk on how to increase CTR using rich snippets at SMX Israel.

What I notice that other posts written about rich snippets are more about what new structured data now appear in the SERPs and some actionable development resources.

What I find lacking, which I tried to cover in my talk, was being able to show your client why it’s important to them as a business, not just because “that looks better”.

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Is the rel="author" tag becoming more integrated into organic SERPs?

Further to Econsultancy's interview with myself and the rest of the 3 Door Digital directors earlier this week, I thought I'd share a good example of exposure that can be applied directly into SERPs.

Last week I was performing some keyword research when I came across something interesting. I have found only one example of this SERP and I'd be interested to see if anyone can replicate it with other terms.


Tesco's iPad 3 pricing error: accident or strategy?

On Tuesday I received a message from a friend pointing me to an item within Tesco Direct’s website. I clicked the link and was welcomed with a 64GB iPad 3 costing only £49.99.

The person who messaged me had just completed his order and showed me the confirmation email. With that, I set off to buy two (why not?).

Within three minutes the website was down (I was on the delivery stage of the order). 20 minutes after that the site was back up and I could not proceed. I was so annoyed! I could have bought two iPads for £99.98!

An hour later the BBC had already published the story.

Please note: this is purely conspiracy theory, I am not actually accusing Tesco but merely observing a possibility...


Can we learn anything from Charlie Sheen's social media activity?

Despite having nearly 3m followers on Twitter within three weeks, Charlie Sheen is on the lookout for a social media intern.

With all the coverage in the media at the moment I want to come from a different angle: is Sheen already in the middle of a social media strategy? If so, what can we learn from it?