NOW TV

Cancelling a subscription: how brands should seize the moment online

Sky TV might be getting a lot of bad press for its kafkaesque cancellation process, but its online service, Now TV, is demonstrating best practice.

We covered the UX of subscription cancellation back in 2013, but I thought I’d post an update here, showing you Now TV’s simple but resourceful cancellation process.

It’s at the point of cancellation that a customer is potentially most frustrated. The challenge is to ease them to the exit whilst offering them compelling reasons to stay.

Twitter and TV: ignore the stats and focus on best practice

In this post, bear with me and you’ll get a couple of case studies and some best practice from brands using TV and promoted tweet tie-ups.

Before I give you the fun stuff, I want to say that best practice is all that matters. Ignore all the stats about engagement and sales uplift.

I don’t usually advocate ignoring stats, but as B2B marketing and service industries now pervade major cities of the developed world, we are awash with stats. And stats that claim to explain general concepts, such as generic increase in purchase intent after viewing a promoted tweet that references TV, are not helpful to you.

Yes, these stats succinctly explain the perceived benefits of advertising on Twitter, but like all data, it’s only that which directly pertains to your company that is of use.

There’s no point examining averaged trends when what you’re interested in is your business. Being blinded by amazing engagement stats will mean you don’t think properly about your campaigns. The last thing you want to do is drip out a poorly conceived set of promoted tweets and have faith they will deliver ROI.

The success of your marketing and advertising is dependent entirely upon detail; detail that’s way more granular than simply what channels you decide to advertise in.

Fight Club! Netflix, LOVEFiLM and NOW TV: a tablet UX comparison

According to BFI’s 2013 statistical yearbook there has been a 50% rise in Video on Demand (VoD) viewing in the UK since 2012.

The two major players in this field, LOVEFiLM and Netflix, corner the market, however they have an up and coming challenger in NOW TV.

You will no doubt have experienced at least one of these company’s desktop websites, such is their strong online presence, but what about the commuter or person on the move who want’s to watch films on a tablet? What’s the experience like for them?

Similar to my previous Fight Club post comparing the UX of Sky TV and Virgin Media, only this time I’ll take a look at the three top VoD providers and compare their respective user experiences on mobile devices or tablets.