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In a recent study, easyJet emerged as the third best email marketer of the UK’s top retailers while Ryanair finished among the lowest scorers of the benchmark.
easyJet has had a more interesting ‘marketing journey’ than most, it’s fair to say. The brand has come a long way since it first burst onto primetime television in 1999 as part of fly-on-the-wall documentary, Airline.
In this post, or seamless meld of my personal and professional lives, I will highlight a few user experience blips I found when booking a holiday to Austria.
On reflection, it occurs to me we might all be over-excited about new developments online. Wearable technology and cross-channel CRM are both all over tech and digital marketing news, but how far are we from websites working to the user's satisfaction?
As progress brings more examples of 'good', the 'bad' becomes even more annoying. The whole experience of booking my holiday left me realising that one of the main benefits of package holidays remains the same: they take the hassle out of having to interact with more than one service/company in the travel sector.
None of the company websites I used were bad at all, in fact, I was impressed by OBB (Austrian Rail) and Olotels, but the cumulative effect of small user experience hiccups meant that booking tickets and accommodation filled an evening with moderate pain.
Can a holiday ever truly be 'last minute' until travel sites are optimised further? Here are the problems I faced.......
Copywriting is an important part of a company’s image, as it helps to define the consumer perception of the brand personality.
For example, Innocent Smoothies uses quirky, light-hearted copy to portray a caring, friendly brand image.
But to what extent can copywriting really impact the consumer perception of a brand when they are already familiar with the business?
Brand language consultancy The Writer investigated this topic by testing people’s reaction to a series of customer scenarios.
2,000 consumers blind-tested writing samples from three airlines and three retailers, as well as an invented sample for each scenario.
Hurricane Sandy highlighted the fact that brands still struggle with social marketing, as retailers fell over themselves to try and use the disaster to sell more clothes.
The immediacy of social media makes it the perfect way for brands to expose themselves to ridicule by sending out a kneejerk tweet without thinking through the consequences.
But not all of the examples on this list are errant tweets – indeed some obviously had a great deal of thought behind them, which probably makes the ensuing fall out far worse.
So without further ado, here’s the top 10 social media fails of 2012 so far...
Ryanair has added a new captcha screen in a bid to beef up security against screen-scrapers.
The screen appears once date and destination information has been entered on the home page, preventing screen-scraping sites from accessing pricing and availability information.
A statement from Ryanair heralds the captcha as an 'outstanding success' after eDreams and Bravofly stopped displaying its pricing details on their websites.
It says the move “has improved consumer access to, and the response times of, the Ryanair.com website”.
When it comes to marketing, few companies take as combative an approach as the budget airline Ryanair.
In fact, over the last couple of years, the company has challenged a rival brand to a ‘chariots of fire’ race around Trafalgar Square, referred to a large chunk of its online audience as the ‘idiot blogosphere’, threatened to introduce a surcharge for overweight passengers (a ‘fat tax’) and suggested it might make customers pay £1 to use its onboard toilets (the press have dubbed this ‘pay per pee’).
‘Building character’ always sounds painful, doesn’t it? It tends to mean wet camping trips or going on a French exchange at school.
In the world of online marketing, building character can be equally painful, but the benefits are far more tangible.
The websites of some of the UK's budget airlines are some of the worst to use, with four of them scoring 50% or less for usabilty, with Ryanair coming last with just 41%.
This is the verdict of Webcredible's Flights Online study, which looks at the websites of 20 airlines and travel agents in the UK. British Airways topped the table with 71%, closely followed by Expedia and Virgin Atlantic on 70%.
A recent study by Netpop Research serves to only further assert the fact that social media is rapidly changing the way brands operate, due to the increase of consumer control.
The report is purely US-based, but it certainly seems fair to suggest that this trend can be applied globally, as there is an ever-growing permeation of social media into daily consumer life. The study concludes that there is a shift in consumer internet usage from entertainment towards communication, and it's being driven by social media and networking sites.
Budget airline Ryanair made an online PR gaffe yesterday (or at least some of its staff did) by its petulant response to the exposure of a bug on its website by a blogger.
Taking our cue from Jason Roe's post on Ryanair's usability error, I've been looking at some other ways that the budget airline can improve the user experience on its website and perform better online.
Freelance developer Jason Roe has moved one step closer to winning his next project courtesy of low-cost airline Ryanair, which has amusingly freaked out in public in response to his blog post.
This one looks all set to go the distance, and it’s certainly one for the case study file if you work in online PR.