Posts in Customer Experience

Mobile site review: LoveFilm

Mobile site reviewDVD rental company LoveFilm launched a mobile version of its website earlier this month, allowing users to browse through titles, read news and reviews, and view trailers.

The site is not fully transactional yet, though this is something that is planned for the future, but it does provide an opportunity to promote the LoveFilm service to mobile users, as well as providing advertising space.

1 comment

How to lose respect and redirect users

Dale Carnegie's book, How to Win Friends and Influence People, is one of the best-selling self-help books ever published.

One might suspect that Justin.tv, an online video startup based in California, is writing its own book, How to Lose Respect and Redirect Users, after it was discovered that the company is redirecting its users to porn sites when they search for certain keywords.

2 comments

Site review: Fly.com

Having paid a reported $1.8m just for the domain name, TravelZoo has launched a comparison site for airline tickets, Fly.com, this week.

Providing an excellent user experience on travel websites is vital, given the complexity of the product on offer in terms of different flight options and the quantity of results, so how does Fly.com measure up?

Fly.com homepage

6 comments

Mobile app review: Telegraph on iPhone

The Telegraph released an iPhone app last week, the first to be developed by any of the UK's newspapers, though others will surely follow. 

In an area where few of the UK's newspapers excel, The Telegraph had one of the better mobile versions of its site, so has it managed to create a decent iPhone app?

3 comments

Site review: Quillp beta

Quillp is a social network startup based in Germany which provides book recommendations for other readers based on similar tastes, as well as allowing budding authors to upload their own manuscripts for others to rate, review, and comment on.

It has features in common with BookArmy and BookRabbit, as well as peer review sites for unpublished authors like Authonomy and YouWriteOn, so how does it compare?

Quillp

0 comments

E-tailers need to work on customer service

online customer serviceA new survey finds that, though some of the most popular online retailers are performing well for usability of search and navigation, as well as delivery, they are often failing when it comes to effective customer service. 

According to the eDigital Research survey, e-tailers scored especially poorly on providing customer service by email, something which customers increasingly want to do to save spending time on the phone. However, customers often received inadequate information, or no response at all.

3 comments

How fast should you be blogging?

slow bloggingRecently, an underground rethinking of blogging practice began to hit the headlines; that of Slow Blogging. In a nutshell, this is where blog-posts are generated over a length of time with the aim to display a deep knowledge of the subject matter, rather than churning out quick content at a regular pace.

Displaying a thorough understanding of their services, products and industry can be highly beneficial to the promotional and marketing activities of many businesses, but at what speed should we really be blogging?

6 comments

John Dvorak doesn't get SEO, but knows how to linkbait

For most of us, SEO is not some pie-in-the-sky theory that may or not be real. We use it. And we know it works because we see and measure the results.

While SEO isn't the be-all and end-all of online marketing, helping search engines find your content and better understand what it's about can be a crucial part of making sure that internet users find your content. At the end of the day, that's really what SEO is about.

Try telling that to John Dvorak, aka Mr Anti-SEO.

20 comments

Q&A: Ian Grant of Encyclopaedia Britannica UK

Ian Grant is the MD of Britannica UK, responsible for the EMEA regions. I've been talking to Ian about how EB has adapted to the internet, the threat from Wikipedia, and its plans for the future...

5 comments

Mobile app review: ITN News

ITN has just launched a news app for the iPhone and iPod Touch, which provides the latest news and sport in a more accessible format.

News organisations in the UK have been pretty slow to adapt their mobile sites or provide apps for smartphones; FT.com has a useful mobile site, with an iPhone app on the way, but others, like the Guardian, need to improve the user experience on mobile.

ITN News iPhone app

0 comments

Harper Collins opens up BookArmy to the public

Publisher Harper Collins has launched its book recommendation site / social network BookArmy to the public, after a couple of months in beta.

BookArmy indexes over 8m books, and invites readers to join the site, set up their own profiles and review and rate books. Titles can also be purchased via an affiliate link to Amazon.

1 comment

Grand Central needs to improve its usability

I have to book trains online quite often, and am constantly frustrated by the poor user experience offered by some rail operator's websites.

I've criticised National Express for usability problems before, but GrandCentral, which operates train services along the same East Coast mainline between London and the North East, takes the biscuit for poor customer experience. 

Grand Central homepage

2 comments