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UK banks have again been heavily criticised over their online customer service – this time by a new study that shows their websites fail to provide answers to routine customer queries.
The research, by eService provider Transversal, found that customers are better off phoning banks' call centres to find out about products and services.
Its conclusions don’t make great reading...
Last week, we looked at how US manufacturer Mattel had been doing most of the right things online to help manage its ‘toxic toy’ crisis. Still, the company had obviously been taking a pounding at the hands of bloggers and other online media after recalling millions of products earlier in the month.
Some figures from reputation monitoring firm Onalytica not only show the extent of this mauling, but also how Mattel has fared much worse than other companies in similar situations.
Google’s grand plan for YouTube is set to take a step forward today with the launch of in-video ads for a small group of the site’s clients.
The move, coming almost a year after Google’s $1.65bn purchase of the video sharing site, will see the web giant going out on a limb in its choice of format in a bid not to annoy the site’s 130m viewers.
Is there any future for DVD rental companies? Yet another UK firm, ChoicesUK, is about to call in the administrators, having previously complained about the threat of piracy in the entertainment industry, along with ‘unseasonably hot weather’.
While piracy may have played a role in the company’s demise, it is more likely that it has been ground down by pureplay online DVD rental firms, including one operated by mighty Amazon, which launched its service in late-2004. For starters, online DVD rental pureplays have much lower overheads than ChoicesUK, which seems to have been strangled by the costs of maintaining 170 shops and 1,800 employees.
But hold on. I’m starting to wonder whether the pureplays themselves will last the distance, in the face of changing consumer behaviour.
Most 'traditional' PR people in the UK don't believe in their peers' ability to deliver results on the web, according to a new survey.
The research, by webitpr, found 55% of respondents – either agency, inhouse and freelance PRs – thought their fellow practicioners were “incapable” of performing comprehensive online PR campaigns.
Sports media group ESPN has furthered its international growth plans with the purchase of rugby site Scrum.com.
The company, which is attempting to expand beyond American sports and attract a more global audience, has acquired the former Emap-owned site from parent company Scrum Ltd.
James Balmain is the founder of Webtogs, a new outdoor equipment and clothing retailer that’s set to launch a shop and very professional looking site in the autumn.
We asked James, who has little previous retail experience, how the Webtogs team is coping with the various challenges of launching an e-commerce start-up, especially in a sector that’s not as web-savvy as others.
For any budding etail entrepreneurs, it's well worth a read...
Research group comScore has made some fairly major-looking changes to the way it measures search engines’ market share, by including ‘cross-channel searches’ and queries made on third party sites.
But the move won’t have given any cheer to Google’s main rivals – it is still way out in the lead.
Jakob Nielsen has released another eyetracking study that throws unethical advertising techniques into the spotlight. Only this time, it is from a publisher's perspective, and while interesting it's nothing particularly new.
The study investigates the effectiveness of 'making ads look like content', and concludes that more users will take notice of such an ad.
There’s an interesting study out today from Jupiter Research that adds weight to the notion that offline advertising plays a big part in driving targeted and demand-driven search activity.
The survey, responded to by over 2,000 internet users in the US, found 67% of the online search population had been driven to the web to look for something they had seen or heard of offline.
This reflects our thinking, and mirrors what we've been hearing anecdotally. Nobody visits Google without having a search query in mind. What triggers such a query? Offline advertising is one such influencer, and Jupiter has some good stats on this after the jump...
American Airlines has become the most high-profile company so far to sue Google over brand-bidding on its search platform.
The airline, the world’s largest, claims Google violated trademark law when selling ads alongside terms like American Airlines and AA.com.