british airways

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.

Seven great social campaigns from September

While scouring the internet for ideas and information I often stumble across interesting and innovative social campaigns that deserve to be highlighted to the masses.

Until now we didn’t have a forum in which to share these examples, so this is my first attempt at rounding up some of the most interesting campaigns that have launched in the previous month or so.

Travel aggregator sites dominate airline brands in Google results: report

Travel aggregator sites dominate airline brands for both natural and paid Google rankings, according to a new report looking at search visibility.

The analysis by Searchmetrics also found that brands achieving high natural search rankings are taking the opportunity to limit their investment in PPC.

The study is based on analysis of how airline brands performed on Google for the 1,439 most popular search terms relating to flights. It examines results for the US, France and Germany, but for this post I’ll focus on the UK results.

And for more information on this topic, check out the Econsultancy Paid Search Marketing Best Practice Guide or our UK Search Engine Marketing Benchmark Report.

Ryanair trumps EasyJet and BA for traffic, but fails at user engagement

User experience is a key differentiator in ecommerce as if the process of buying something from a website is enjoyable and convenient then it encourages customer loyalty.

To an extent, it can even overcome the natural consumer urge to find the lowest price.

However for most consumers cost is still the most important factor when making a purchase, as evidenced by new traffic stats from Ryanair.

A study by SimilarWeb into traffic volumes for several airlines found that Ryanair consistently outperforms EasyJet and British Airways despite its obvious contempt for UX and customer service.

We written a number of posts about the shoddy UX on Ryanair’s site, including its hidden costs, irritating upselling, and lack of a mobile site, yet customers are still obviously attracted by the airline’s low prices.

Back up bro! Does anyone really want smartphone NFC?

Alternative payment methods are pretty much the hottest topic around, and last week EE previewed its new NFC smartphone wallet. Retailers, however, are pretty adamant NFC wallets are not worth their time.

At the same time, marketers are still plugging away with new advertising campaigns using NFC technology to deliver content. Is this anything other than a fad?

In this post I look at the uses of NFC, assess some recent campaigns, and ponder what the future holds. (Major hat tip to NFC World, where I found a bunch of the campaign info).

Five great social media campaigns and their metrics

For the last month we’ve been bringing you some exciting campaigns and creative, shortlisted for The Digitals 2013.

Here are five more, from the social media category.

I’ve included some of the hard results of the work, as so often our readers are interested in the numbers involved. Enjoy!