Posts in Customer Experience

Q&A: Quillp founder Alexander Braun

Alexander BraunBased in Berlin, Quillp is a social network centred around books, which launched last year. It provides users with the chance to connect with other book lovers, recommend good reads, as well as allowing new authors to upload their work and get some exposure.

I've been talking to founder Alexander Braun about Quillp, providing product recommendations, and his experiences at last year's Seedcamp, at which Quillp made the finals...

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Q&A: Leah Russell on the new Lastminute.com website

Lastminute.com recently launched a new version of its website in the UK and France, with new sites for the rest of Europe to follow.

I've been talking to Lastminute.com's head of customer experience Leah Russell about the thinking behind the new site, and the challenges of providing a usable website for different markets across Europe.

Lastminute.com homepage

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Following Skittles is a state of mind

ryan bBy now it's a fair assumption to say that the new Skittles social media drenched website has owned the week in internet marketing. According to the March 5 Google Trends index it spiked more than 100 percent in news reference volume this week, and more than 50 percent in actual searches.

Now that the buzz is fading just a little, we asked Mars PR Manager and spokesperson Ryan Bowling to put the launch in perspective.

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Site review: The Book Depository

UK online book retailer Book Depository launched a new version of its site recently, aiming to make it 'best in class, in e-commerce terms'. 

It's a pureplay e-tailer, and has certainly been performing well recently, with sales of more than £40m in the last twelve months, an impressive 160% increase on the previous year, and enough to make the Sunday Times' Fast Track 100 list.

Book Depository homepage

I've been taking a closer look at the site...

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Google introduces expandable AdSense ads

As the recession lingers on, Google has been forced to admit that it's not immune to the economy. That's a tough thing to do when your core business is still doing pretty well relatively speaking. 

So what's Google to do? For starters, it's cutting back on projects that aren't producing. But what about its core business of online advertising? In what might possibly be seen as a way of combating the effects of recession, Google has introduced expandable ads on the AdSense content network.

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Five things Carol Bartz should do at Yahoo!

New Yahoo CEO Carol Bartz had her first public appearance at the Morgan StCarol Bartzanley conference yesterday. She took the opportunity to continue her message to Wall Street that the sliding search company is considering a whole menu of options for the future. The operative quote: "Everything is up for evaluation."

The problems with Yahoo begin and end with that attitude. Here are five things Bartz could put in motion tomorrow that will get the company back on track:

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UK rail websites fail usability test

Thanks to overcomplicated and unreliable websites, two thirds of people were unable to book a rail journey from the UK to European cities.

Just 33% of users in the study managed to complete the task, compared to 98% who tried to book the equivalent flight online. Rail tickets also took nearly twice as long as flights to book. I've been looking at a couple of rail websites to see what was so difficult.

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President Obama ditches YouTube embedding

As we've discussed here at Econsultancy before, United States President Barack Obama loves social media. He used it with remarkable success during his campaign and he's using it as president.

But the popular website he used to serve his weekly video address on WhiteHouse.gov has unceremoniously been ditched.

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UK e-tailers improve on accessibility

Some of the UK's top online retailers have made improvements to the accessibility of their websites over the last 12 months, with Boots and John Lewis the top performers in a Webcredible study. 

The average accessibility score increased from 57% to 62%, but some online retailers' scores have slipped since last year, and there is still plenty of room for improvement.

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Ten things Ryanair could do better online

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.

Ryanair homepage

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Google changes AdWords display URL policy

Some Google AdWords advertisers are probably not having the best Monday.

Last Friday, Google announced a change to the AdWords display policy: all display URLs within each ad group must have the same top-level domain.

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How to spoil your checkout process

I looked at VistaPrint's checkout process last month, and found it one of the most annoying and complicated ones I had ever seen, but now I have found a checkout to rival it.

Like VistaPrint, domain name registration company GoDaddy overcomplicates its checkout process by adding a ridiculous amount of cross-selling options that are sure to annoy all but the most determined customers.

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