Thursday, February 12, 2009

Should CEO's Twitter?

Dear CEO, what are you to do? You're worrying that you'll have your salary capped to a meagre $500k per year, you've learnt how to blog, and now one of your communications staff suggests you Twitter as well.

"You want me to what?" you ask.

Well, there's a growing call for you to put your thoughts down in 140 characters and let the world follow your every anouncement (and mispelling). . Loic Le Meur, founder of video-blogging company Seesmic, has very strongly stated "If European CEOs think it is a waste of time to Tweet, it is arrogant and a wrong step in their company's strategy". Perhaps, but whislt it may be good for smaller company CEO's to Twitter (e.g. those of tech companies looking to generate more PR, SEO and VC funding in a very crowded market), it is something your Fortune 500 CEO should really be spending time on, rather than running the company?

Well according to Forbes, its a practice growing in the US but not getting as much adoption over in Europe.
http://www.forbes.com/2009/01/18/twitter-europe-blog-tech-ebiz-cx_mb_0119twitter.html?partner=contextstory

Well CEO, should you decide to Twitter, here's a useful guide:
(Note, this article is actually for CIO's, but I think its safe to say its relevant for the top dog as well): http://www.cio.com/article/480318/Twitter_Etiquette_Five_Dos_and_Don_ts_

Wednesday, February 11, 2009

Online retailers fail on email customer service

Figures released today from the the eDigital Research survey of 39 UK eTailers , has Play.com, Amazon and Asos claiming the top three slots this year . However many of them provide poor customer service by email.

eConsultancy goes into more detail and give specific examples of which online retailers do well (and which ones don't):
http://econsultancy.com/blog/3282-etailers-need-to-work-on-customer-service

More details are available if you download the report:
http://www.edigitalresearch.com/news/item/nid/849753604
(I'm waiting on my one right now)

Twitter and revenue

There's been a lot of speculation this week about Twitter possibly charging for its service. And I've been guilty of keeping this speculation going by discussing the subject online & offline. The basis of this dialogue has been whether they will possibly charge brands, companies or individuals.
Well, now the subject has been addressed by the folks at Twitter, who have clearly stated:

"Twitter will remain free to use by everyone—individuals, companies, celebrities, etc."
So whilst they have nothing to report just yet, its a useful exercise to ask this Top100 UK websites and the 7th most popular UK social networking site how they are actually goinf to make any money.

Because, surely it HAS to start making money eventually? It can't just eat $20m in funding and keep asking for more... can it? That would be like the 'good old pre-.com bubble days' where nobody actually cared about the revenue model... until the money run out.

If the rumours are true and it turned down a £500m offer from Facebook, then it must have other plans..... right? How about?

  • Contextual advertising (e.g. AdSense)
  • In-tweet advertising (e.g. Magpie)
  • Collecting/processing/selling information? (Perhaps, but doesn't Facebook have more to sell? )
  • White-labelling its service to closed-user communities or verticals
  • Selling any remaining 'vanity' user accounts (like personalised vehicle registrations) or at least charging for ther transfer
  • Offering a paid-for 'premium' service (e.g. to see all your previous tweets, etc.)
  • Charge companies for interfacing with its API
  • Sell to Google for more than Facebook's offer

Any more ideas?

Tuesday, February 10, 2009

Micropayments will save the newspaper industry...

... won't they?




Errr, maybe not!
But that won't stop Walter Isaacson (yup, the ex-CEO of CNN and one-time editor if TIME magazine) saying on The Daily Show that newspapers made a mistake by initially putting everything on the Internet for free and and asking questions such as:

"Who's going to send people to Baghdad if always everything in journalism is free?"
A few points, if I may:


  1. Journalism isn't free (its product is just given away for free by the likes of Google)

  2. Once you've started giving stuff away for free, its incredibly difficult to then start charging (even small amounts) for it

  3. Please don't 'save your newspaper' if you can't provide a compelling reason for doing so

Digital influence - can you afford to ignore it?

A lot of companies have realised that they need a website and even use it as a channel for selling/publishing. But how many companies actually understand influence online?

Well....I've come to realise, perhaps not many.

Customers now participate online and enter into dialogue about companies & brands with others. They only involve the actual product owners when either that company gets involved positively (such as participating in discussions, etc.) or negatively (e.g. when 'cease & desist' notices get delivered).

Surely its agencies or consultants and not companies/brands that drive a lot of online engagement models? It also makes sense for the specialist to... errr... specialise in this sort of thing. Online is still quite mysterious to a lot of tradional marketers or internal corporate PR people, who have been trained in traditional methods or gained their experience in that way... so far. But for how long can they afford to ignore it?

Oh, and if your agency isn't cutting it, don't fire them immediately.

Monday, February 9, 2009

Did the BBC and not Video kill the Radio Star?

Hayden's note:
I'm extremely please to have a guest posting this Monday morning, from Marc Ames, who is my friend and colleague at Ideal Interface.
------------

I am sure that many of you in the UK were like me and the first thing you did every morning last week was check what the weather was like, and then put the television on and switched on the computer to check for weather forecasts and websites to see whether you would be able to make it into work or whether the kids’ schools were closed.

However, if you go back twenty five years ago then when the snow arrived everyone would be switching on to their local radio station – when the web was but a twinkle in Tim Berner-Lee’s eye and breakfast TV was still in its infancy.

As well as the wintry weather, last week saw the National Audit Office release a report commissioned by the BBC Trust into the efficiency of BBC Radio’s output. http://news.bbc.co.uk/1/hi/entertainment/7872923.stm

Now in the style of the BBC television’s daytime output, how much do you think that the BBC spent on radio in 2007-08? Who will start me with £100m? £150m, £200m, £300m, £400m, £450m – and the final offer is £462m – 14% of the licence fee!

This covers the costs of the 10 network stations that broadcast UK wide (Radio 1, 2, 3, 4 et al) and the six national stations, two each for Scotland, Wales and Northern Ireland. It does not include the costs for running the 40 English regional stations.

So faced with that backing who would want to be a commercial radio operator? With the advent of the internet, the iPod, multi-channel TV, mobile phones, which sees advertising revenues fragmented further and companies demanding better evaluation for their £s – and yet radio has the most antiquated and archaic audience measurement tool – the RAJAR diary http://www.rajar.co.uk/docs/about/RAJAR_diary_example_page.pdf – which relies on people selected to fill in diaries about the times and stations they listen to.

When one diary can be the equivalent to thousands in audience, just to put into context about the research, I have been approached many times to take part in market research in towns or by phone, I have done jury service four times and yet I have never been approached to fill in a diary for RAJAR and I have never ever met anyone who has!

The industry has tried to grapple with this issue, especially as people now listen to radio stations online or on their mobile phone but have yet to resolve it.

Factor in the need for the radio industry to invest and pay for digital radio and yet one of the main areas for radio listening is in the car and the automobile industry have yet to commit building all new cars with digital radios and in the current climate this is not going to be high on their priorities then the future does not look bright. By the way, the BBC does not need to pay for carriage on any of the digital transmitters unlike their commercial rivals.

The relationship between OFCOM and commercial radio seems to be erratic, and that rather than moving with the times and creating a radio industry that is vibrant and strong, we have a media and a regulator that is struggling to cope with its place in a multi-channel market.

The irony is that if you listen to any commercial station these days, then two of the biggest advertisers are the Government’s COI and the local and regional councils.

Consolidation has been the word for many years in the industry and it now seems that within the next 12 – 18 months we will see the end game, with Global taking over GCap, Bauer taking over EMAP and some of the smaller radio groups are struggling or putting themselves up for sale, the heritage radio stations are or soon will become part of pseudo-national networks such as Smooth, Kiss and Magic.

So did the BBC indeed kill the radio star? As with all answers, there is not a simple yes or no. The problem lies in several areas, some of the commercial sector is poorly managed, and the regulator OFCOM has certainly not helped the industry move into the 21st century, for example, who else would think that a city the size of Bristol could sustain three commercial stations as well as BBC Bristol?

But the BBC has expanded and invested its output at a proliferate rate, unchecked by anyone and in filling in the vacuum created by the issues discussed above, may end up destroying most of its competition and indeed the media itself.

----------

Marc Ames is an Online Marketing Consultant who is particularly interested in helping companies achieve maximum value from their online channels. His skills include: online marketing strategy, web site development, e-commerce, usability, search engine marketing, online advertising and media selection, e-mail marketing and affiliate marketing.
http://www.linkedin.com/in/marcames

Saturday, February 7, 2009

graphing online communities

I've mentioned several times that companies need to understand and even visual their Corporate Social Graph. However, how would you go-about visually reprsenting an online social network or community?

Those clever people over at Orgnet think they have the answer:
http://www.orgnet.com/community.html

This diagram, looking more like a scientific / physics experiment, depicts three different ringed regions of blue, green and red nodes. This work (termed the 'field of social network analysis') also offers some useful insight about the connectivity of users
Node counts are important in social networks, but it's the relationships -- and the patterns they create -- that are key

Insightful stuff! If you want to get further insight, you'd better read the blog of Valdis Krebs (the Founder and Chief Scientist at orgnet.com) at
http://www.thenetworkthinker.com/

Friday, February 6, 2009

Topman sends unfashionable email

I've previously mentioned other retailers who send out daft emails (such as Alto's confusing one back in December), so to not mention TopMan's latest email gaff wouldn't be fair...

The 'TopMan Stylemail' they sent out today, claims to have "the latest trends at your fingertips". Its therefore strange that this trendy tips and product email encourages you to buy its very latest offerings, but is dated last month... 6th January 2009? Ooops!

Facebook to use OpenID?

As the French would say "c'est non possible", but if rumours are true then Facebook has about-faced on its policy of not integrating with OpenID by joining the board of the OpenID Foundation.

Does this finally mean one standard for access and that open standards have won out over protectionism (Facebook Connect)?

Lets hope so!

Further update, this has been confrimed by Facebook's Mike Schroepfer in his developer blog posting:
http://developers.facebook.com/news.php?blog=1&story=192 and said:
We opened Facebook Platform with a belief that community innovation can add value to users that we can't build on our own

IMHO this is a great stap forward for standards, the web and connectivity between sites!

As reported in the newspaper

Some newspaper funnies, as its Friday:

Commenting on a complaint from a Mr. Arthur Purdey about a large gas bill, a spokesman for North West Gas said, "We agree it was rather high for the time of year. It's possible Mr. Purdey has been charged for the gas used upduring the explosion that destroyed his house."
(The Daily Telegraph)

Police reveal that a woman arrested for shoplifting had a whole salami in her underwear. When asked why, she said it was because she was missing herItalian boyfriend.
(The Manchester Evening News)

Irish police are being handicapped in a search for a stolen van, because they cannot issue a description. It's a Special Branch vehicle and they don't want the public to know what it looks like.
(The Guardian)

A young girl who was blown out to sea on a set of inflatable teeth was rescued by a man on an inflatable lobster. A coast guard spokesman commented, "This sort of thing is all too common".
(The Times)

At the height of the gale, the harbourmaster radioed a coastguard and asked him to estimate the wind speed. He replied he was sorry, but he didn't have a gauge. However, if it was any help, the wind had just blown his Land Rover off the cliff.
(Aberdeen Evening Express)

Mrs. Irene Graham of Thorpe Avenue, Boscombe, delighted the audience with her reminiscence of the German prisoner of war who was sent each week to do her garden. He was repatriated at the end of 1945, she recalled. "He'd always seemed a nice friendly chap, but when the crocuses came up in the middle of our lawn in February 1946, they spelt out 'Heil Hitler.'"
(Bournemouth Evening Echo)

Thursday, February 5, 2009

Meyers Briggs test your blog

For those bloggers who want a Meyers-Briggs Type Indicator psychometric test of their work, take a look at: http://www.typealyzer.com/

Apparently I am ISTJ (The Duty Filler):

The responsible and hardworking type. They are especially attuned to the details of life and are careful about getting the facts right. Conservative by nature they are often reluctant to take any risks whatsoever. The Duty Fulfillers are happy to be let alone and to be able to work int heir own pace. They know what they have to do and how to do it.

And I can be depicted as follows:





Stop laughing, ISTJ not funny!

Never wrong for long

Happy Birthday to an innovative force in journalism and the TV channel of insomniacs...Sky News is 20 today.

No longer the teenager and now the grown-up, the 24 Hour UK news channel pioneered by Rupert Murdoch has come of age. Its also amazing to see how much TV news has come in the last 2 decades. Previously the news was dished out like my mother's cooking (at regular times during the day, in large portions I found hard to swallow all at once and often more palettable to the server than the target audience).

But now, its news on-the-go; almost drip-fed to the masses in small morsels, delivered constantly, sometimes with little attention paid to quality and with no time to think between servings. This approach often means that mistakes were made, but they are Never Wrong For Long!

However, it works and the format & pace been copied worldwide. Even the BBC followed-suit, albeit almost 8 years later, with their impressive BBC News 24 offering.

But what about the next 20 years?
Well...I do believe the future will be televised! We'll see the gradual convergence of Internet and Broadcast technologies, along with the user/viewer/consumer taking more of an active part.

Perhaps we will eventually see the appearance of 'Gargoyles' as predicted in the book Snow Crash by Neil Stephenson. These are people permanently 'wired into the Metaverse' or in modern parlance: someone with a permanent Internet connection. They are a news agent who records everything around them and uploads this data (particularly audio/visual) for its use by agencies or other organisations. The idea being that they get paid for their news-worthy clips and therefore make their living by recording as much interesting stuff as possible.

Strange? Perhaps. But not impossible!

I'm feeling gloomy

Its hardly suprising... given that the UK is the 10th 'most gloomiest' country right now, according to Business Week:
http://images.businessweek.com/ss/09/01/0126_business_expectations/11.htm

However, a small ray of sunshine was demonstrated to me last weekend, when I was spending time with Ian, a friend of mine who runs the Lone Star comedy club in Folkestone Kent (Note: What a wonderful website that is ). His regular monthly comedy night was a complete sell-out and what does he put it down to?
"Its the recession! People are down about the economy and need cheering up"
At least they're not depressed... like the World apparently is:
http://news.bbc.co.uk/1/hi/uk_politics/7869748.stm

Wednesday, February 4, 2009

The political social graph

I just love the Flash application from www.silobreaker.com, that shows key US Political figures and their key relationships. People with their own political social graph include:

Barack Obama
http://www.silobreaker.com/FlashNetwork.aspx?DrillDownItems=11_240886

George W Bush:
http://www.silobreaker.com/FlashNetwork.aspx?DrillDownItems=11_233177

Gordon Brown:
http://www.silobreaker.com/FlashNetwork.aspx?DrillDownItems=11_207301&q=Gordon+Brown

Not only does this show a relationship between people, it also shows the documents (news articles, postings, etc.) that link them! There's more to investigate on this website I feel....

Adverts now target YouTube audience

TV is getting more and more aware that Internet advertising is eating its lunch (Online Marketing spend is now second behind TV and now ahead of Newspaper, Radio and other main-stream media).

But you can't help but feel that recent TV adverts such as those done by T-Mobile or Cadbury's (see below) have been done as-much for their online viral capacity as for their immediate viewing impact.

Barclaycard have now gone one step further and set up a competiton for people to create their own advert, based upon the very popular (and memorable) 'waterslide' campaign.

Rather than YouTube being a Parasite, could it be that TV adverts developed for an online / multi-channel audience are the saviour of the commercial TV networks?

Tuesday, February 3, 2009

T-Mobile and the buzz

Those who are not from these shores ("what shores?" I hear you ask, "a pint please" is my reply), will not have seen the flash-mob-dancers of the T-Mobile TV advert that is costing the mobile telco a fortune right now.

If you haven't seen it (or if T-Mobile haven't already copied the format to another country), take a look here:
http://uk.youtube.com/watch?v=VQ3d3KigPQM

So? What makes this campaign so interesting? Well its getting a lot of very positive mentions online, e.g. on Twitter:
http://search.twitter.com/search?q=t-mobile+advert

There's even a YouTube tutorial video of how to do the dance:

Why screen scraping is wrong

I've recieved a few emails following my recent post about screen scraping. Its my belief that nearly all websites that publish large amounts of data/information suffer from this at some point, so its not suprising its turned out to be a fairly popular subject.

Here's my thought about why sites need to stop this activity:

  • Any user that steals your content, your hard work, your thoughts or the information you own without your permission is commiting theft. If you are charging access (subscription model) or have revenue based on views (advertising model) then this is affecting your ability to make revenue. Some markets (e.g. travel) are affected more. Blockscraping.com say:
    ... it's not uncommon that over seven percent of the ticket sales of a low fare
    air line comes from scraper sites.
  • Once this content is saved somewhere else beyond your control, it can be out of date. Anyone accessing the 'scraped' information' and then coming to your site may get different information and therefore be dissappointed.

  • The scraping of content (particularly automated scraping by scripts & robots) adds additional load to your website. This may affect other users (e.g. the site may be slower for them) or cost you more (bandwidth, hosting, etc.).

Monday, February 2, 2009

The return of Woolworths

It seems the passing comment from Patrick Altoft at the end of November may have been heard..and the website of 100 year old & failed retailer Woolworths looks like making a suprise re-appearance to our browsers in the Summer.

Yes, that's right. The shops may be shut now and the land sold to Icelandic Venture Capitalists, Russian football club owners and Ponzi Scheme managers, but the website looks like it will live once more if this story in The Times is correct:
http://business.timesonline.co.uk/tol/business/industry_sectors/retailing/article5645779.ece
(Note to self: How can I read a story online with a publish date of 3rd February if today's the 2nd?)

They have already put a simple form up on http://www.woolworths.co.uk/ to ask people what they liked and disliked about Woolworths, with the openning line:
We've got high hopes and big ideas for the Woolworths we want to bring back to you!

.. lets hope that haven't taken Mr Altoft's comment literally that...
They would be better setting up an affiliate link to Amazon.

Wired UK Magazine - When will it arrive?

In the middle of last year, I was very glad to hear that Wired Magazine was planning on relaunching in the UK. (For those who didn't know it had been here already, it originally launched in 1995 and closed a few years later by Conde Nast).

But since the publishing of a few articles (e.g. here in Digital Lifecycles) announcing it re-birth we've heard relatively little more about it ... until now.
An article in Press Gazette says that it will arrive on newstands (and online) on 2nd April 2009:
http://www.pressgazette.co.uk/story.asp?sectioncode=1&storycode=42863&c=1

(Note: Potentially still edited by David Rowan and the digital version by Holden Frith from the Times Online)

Well... lets hope this is correct and that it's the grown-up technology magazine we started reading back 14 years ago.. and doesn't instantly lose paper like its USA cousin reportedly has.


Oh, one final note:
You'd have thought they would at least have put something up on http://www.wired.co.uk/, even a link through to UK-specific articles on http://www.wired.com/ would have helped. (They do own the domain)

Friday, January 30, 2009

More social media search

Following my posting about Social Media Search on Thursday (about whostalkin.com), I've been pointed in the direction of a few other similar services.

Here's a list of the ones I now also know about:

http://www.delver.com/
Definately a more person social search tool than a corporate one, this site allows you to "Search your world and find stuff that matters to you!"
(there's some interesting results for me)

http://socialmention.com
A self-described ‘social media search engine’ that seems to work well. I have used it to look for brand name mentions and personal terms with some good results. It also has RSS feeds for search results and Podcast & audio search capabilities.
IMHO this one is the best of the current bunch!

Does anyone know of any others?

Lotus Notes & Linkedin

Now, I've used Lotus Notes and Domino (its all-but-deceased web server offering) a few years back and admittedly only under duress. It therefore comes as a bit of a shock to see IBM (the owners of Lotus) integrating their product with the business social networking site http://www.linkedin.com/

Using a plug-in, Notes users can see their Linkedin contacts and more integration looks to be on the cards in the future:
http://www.techcrunch.com/2009/01/19/lotus-notes-soon-to-become-even-more-linkedin/

Thursday, January 29, 2009

Customer Complaints go viral

There's a rather amusing email compalint to Richard Branson doing the rounds, from a less-than-amused passenger returning from Mumbai to Heathrow in December.
http://www.telegraph.co.uk/travel/travelnews/4344890/Virgin-the-worlds-best-passenger-complaint-letter.html

Rather than reply in the same manner Sir Richard phoned the chap (Oliver Beale art director at ad agency WCRS) and personally thanked him for his email.

The Worlds's favourite bearded airline owner even invited him to select the food and wines for future Virgin flights. Mr Beale said: "He was incredibly nice about the whole thing but I haven't received any compensation since talking to him."

Social Media Search

If you're measuring the buzz about your brand (or your client's brand) then I came across this useful new service called http://www.whostalkin.com/. It claims to be a Social Media Search Tool that can help you find conversations, or as they put it:

Our goal is to deliver the most relevant and current conversations happening in the world of social media.

They claim to have a clever algorythm that collates data from over 60 popular social media gateways. Initial tests seem to bring up some previously undiscovered blogs and comments about some of our clients, but its early days and time will tell if it gets taken up by the masses.

Some possible further development ideas could include:

1. An RSS feed of the search results
2. Personal rating/ranking of the results
3. Other ways to filter the results

Wednesday, January 28, 2009

The future of journalism

With a new American President, comes the dream of a better future of the World's most powerful country and along with it is a hope that the reporting of that World is also improved.

John Fine from Business Week, who's also a blogger, gives his views on where Journalism is evolving. For him its all about speed of reporting and how the web facilitates that compared to mainstream media. Aspiring journalists or PR people should take note, he advises you to find what you are passionate about and write about that stuff.

Funnily he asks: "Can you do 60 posts a day without your head exploding?" Perhaps not.. (However it might make a fun experiment to try sometime).

Tuesday, January 27, 2009

New Journalism Fundamentals

Jeff Jarvis, who usually blogs over at http://www.buzzmachine.com/ has some interesting data about Interactive Journalism compiled into a presentation

I like this slide deck from the end of 2008 , because it challenges the idea of newspapers online. Rather than them being filters of information, Mr Jarvis knows that the Internet is all about links and relationships, so suggests newspapers understand this as well....

Intj0808pdf


View SlideShare presentation or Upload your own. (tags: cuny journalism)

Monday, January 26, 2009

Buzz monitoring: why are you doing this?

We at Ideal Interface have recently started some new work for a particular company to understand the blogosphere buzz about them. Whilst this may seem like a simple-enough request, what became clear was that unless clients understand and answer the initial question"why are you doing this?", they won't get the most from this work.

So... if you are a client, before your digital consultant asks, why not ask yourslef "why are you doing this?".

Note:
Just saying the generic response "We want to see what our customers are saying and writing about us online", is really repeating the brief. To get a fully answer, its best to understand what you will do with the information once you have it.

Here are some of the most likely/possible answers:
  1. We want to quantify the amount of comments or mentions about us over time
  2. We want to identify our prominent bloggers / influencers out there, with the aim of engaging with them
  3. We want to quickly spot trends or identify issues and respond accordingly
  4. We want to understand the general sentiment or tone of the buzz

Replies and further questions in response to these likely/possible answers to follow in subsequent postings.

Friday, January 23, 2009

Online retailers have ROI issues too

Are you a marketer who's having difficulty deciding where to spend your online budget? Or are you struggling to work out the Return on Investment for your digital campaigns?
Well, you're not alone!

‘The Eyes & Ears of Digital Marketing Survey’ done at the end of 2008 for Coremetrics examined the effectiveness of the digital marketing formulas from different European online retailers. It found that 96% of Marketers don’t Measure ROI Across All Online Marketing Activity and a third do even not know where to allocate digital marketing budget.

Despite this, a third of the respondents were expecting to add further online tactics to their marketing mix in 2009....

Recession - its official

So, the long-awaited UK recession has arrived:
http://news.bbc.co.uk/1/hi/business/7846266.stm

Whilst this is hardly a suprise to anyone (some of us having been saying this for almost a year), its effects will be the topic of dinner party conversation for many months to come.... assuming anyone can afford to host one in 2009.

I feel this BBC chart explains the situation better than words:



This has even been noticed by Google, who's revenue figures have dropped 1% year-on-year and 12% comparing Q4 08 with Q3 08. Google UK's SVP and CFO Patrick Pichette, stated:
"It'd be wrong to say that the dynamics of advertising and spending for products
is not affected by this. The UK is in deep recession"

So how is the Government handling the communication of this information?

Well.. so far I've not seen any official response and the Number 10 Government Website hasn't been updated for 2 days.

I'll leave it to you to decide if its a good idea to let the country suffer whilst the spin doctors take longer than normal to plan the "recovery is on the way" rhetoric....

Thursday, January 22, 2009

Screen Scraping

Following an evening in the company of an old colleague and friend John G, we discussed the pros & cons of screen scraping. "What's that then Hayden?" I hear various people asking.

Screen scraping is the process of electronically grabbing content from an interface designed for human viewing. In the pre-web days it was used as a way of getting displayed system information from terminals. Now it generally refers to the technique of grabbing the HTML on a web page and inserting that content into a file or database for subsequent use.

So, what are the pros?
Well, by running a screen scraping routine, you can obtain data from a website that you would either have to manually copy & paste to another source(e.g. a spreadsheet). This routine could be automated to run at a particular time (e.g. just after it was updated at midnight) and may save you having to integrate with the site directly or paying the site owner for an export of the content you need.

But what are the cons?
Well, firstly its rather under-hand. Yes, it is just automating a manual process you may-well be doing anyway, but the question should be raised as to why you need to obtain lots of information from the original source in this way (and presumably without their permission)? The terms & conditions of many sites will prohibit you from doing this, especially if you have to register / pay for browsing premium information that you then want to scrape. It should also be noted that you are obtaining information from a website in a known layout/code structure... any change to that code will mean your routine will not work (and some websites deliberately do this for that very reason).
In addition, some sites will be very quick to notice screen scraping, especially if it is likely to affect their revenue or purpose. Using network techniques they could then block your access and counter your efforts.


To quote (without his permission) Eric Raymond of the Jargon File:
http://catb.org/~esr/jargon/html/S/screen-scraping.html


screen-scraping is an ugly, ad-hoc, last-resort technique that is very likely to break on even minor changes to the format of the data being snooped.

Wednesday, January 21, 2009

Brands & Social Media

I thought it useful to point out some examples of brands that have been successfully using social media last year. So I started looking at specific examples and came up with a few, such as:


Then, after further investigation, I found out that other people have done this already, such as:

So it seems that Brands have truly woken up about social media. But whilst some of them made the jump, a lot of brands have so-far yet to crack it. Zachary Rodgers, from digital marketing site ClickZ.com says:

But these breakaway hits are by and large exceptions to the rule. And the rule is this: Marketers can't easily build awareness on social media sites -- not yet anyway.

Perhaps 2009 could be the year this rule gets broken?

Tuesday, January 20, 2009

Newspapers - trouble ahead

eMarketer states that newspaper ad revenues dropped 16.4% in 2008. But before you shed a tear, please remember that is still $37.9 billion in income. (However the estimations are that by 2012, this will be $28.4 billion.)





Carol Krol, eMarketer senior analyst says
"they face the same transition problems that plague other traditional media,
such as TV, and so far they have not been able to crack the code”

Monday, January 19, 2009

A year ago

A little off-topic, but here's some sobering statistics (Thanks to Mr M Buck for the information).

Around this time last year RBS paid $100bn for ABN Amro. For this amount today you can buy:
  • Citibank $22.5bn
  • Morgan Stanley $10.5bn
  • Goldman Sachs $21bn
  • Merrill Lynch $12.3bn
  • Deutsche Bank $13bn
  • Barclays $12.7bn

And still have $8bn change...... with which, one would be able to pick up GM, Ford, Chrysler and the Honda F1 Team!

Friday, January 16, 2009

Cinema ratings for UK websites

Last month there was the usual main-stream-media merry-go-round we get once every few years, about rating websites depending upon their content. The fear is that juniors will see stuff they are not supposed to (but in reality I think its mainly so that adults will know what they are looking at). There did seem to be a lot of debate still going on about whether the UK should implement a series of ratings similar to those used for films (e.g. U, PG, etc.).

But hang-on, don't we already have a way of rating websites and one that was built into browsers some years ago?

PICS - ever heard of it? Nope, I don't suppose many people have. It was the Platform for Internet Content Selection and backed by various companies (including Microsoft at the time). It was supposed to be a self-regulating set of site classifications that coders would put in their sites. But for some reason this whole project seems to have been a bit of dead-ended venture and its been left to software companies to produce packages which call up black lists of no-go site.

On top of this, if everyone is so worried about our children accessing unsuitable material on the web... why not just create a specific Top Level Domain for such things? You could then develop a very simple filter that would exclude all content with this TLD. You could even call this domain .xxx and you could gain the acceptance of the $12 billion online porn industry in its implementation

Oh yes, that's right, that idea was tried for over 5 years, only to be cancelled at the last minute (which was nothing to do with powerful American religious groups lobbying the USA Government at all, honest).


One better suggestion may be to set up a children-only domain name.

'Dot Kid' anyone?

Thursday, January 15, 2009

Stuff journalists like

This site made me smile the other day:
http://www.stuffjournalistslike.com/

My favourite quote is in the posting about Press Releases:

Coincidentally, the majority of press releases are written by former journalists who either quit their journalism jobs in search of a PR job with better pay, or journalists who were laid off and had to sell their souls to the dark side to pay rent.

'nuff said I think

Wednesday, January 14, 2009

The High Street leads the online

eCommerce has come-of-age in these depressed times, despite the general retail slowdown in December. Neilson released figures yesterday that shows the the top 10 sites had an average 37% year-on-year growth and that 8 of the top 10 are High Street retailers.

Alex Burmaster, of Neilson said:

"It’s not that online retail will be impervious to the tighter financial environment but it has an opportunity to weather the storm better than other elements of the economy, particularly if retailers promote the web as the best way of finding cheaper goods in the most efficient and convenient way possible.”
Back in the dotcom era (some 9 years ago now) online-only retailers claimed that High Street players would die off. Now it seems that a lot of those High Street stores are leading eCommerce players.

Tuesday, January 13, 2009

UK Online sales grew 30 percent in December

For those who didn't read the Financial Times front page today, the British Retail Consortium and KPMG have released December's trading figures and its not good news. This report is headlined the "WORST DECEMBER IN SURVEY’S HISTORY" (since 1994) and says that UK retail sales values fell 3.3% on a like-for-like basis.
Note:
I'm always a little suspect of retail figures that compare sales from the same stores over two years, as no major retailer I know has exactly the same stores from one year to the next.

Although "The shift in consumer spending is that they are spending less" (no prizes to KPMG for that startling piece of insight), there are some things that are bucking this trend. In fact, the same report states that sales of "Non-Food Non-Store" sales, in other words those transactions which take place over the internet (or via mail order & telesales) were up by 30%.

As I have mentioned in my post back in September, this isn't online's recession yet.


http://www.internetretailing.net/news/online-sales-grew-30-in-december-says-brc

Monday, January 12, 2009

Predictions of 2015...

...may be closer than you think.

Almost 4 years ago in 2005 an animator put together a vision of the future that gained a certain notoriety in both publishing and online companies:
http://www.albinoblacksheep.com/flash/epic2015

It foretold of a future in 10 years from then. It was one where Google reigned-supreme online and ended up destroying the market and business model of the major newspaper networks such as the New York Times.

But as The Atlantic has reported recently, that future may not be in 2015, it could be in 2009!
You see The New York Times Company is already more than $1billion in debt and come May could well default on about $400 million of that (it only has about one-nineth of that sum- $46 million - in the bank).

Now its almost certain that the NY Times won't disappear entirely. In fact many potential purchasers have been put-forward, including:
Rupert Murdoch, David Geffen, Michael Bloomberg, Microsoft and (not suprisingly) Google!

However, just like the Governments of the Western democracies that are ignoring Darwian Economics and buying-up shares in banks to stop them dissapearing.... is this something Google or another one of its digital cohorts should do?

To quote Google's CEO, Eric Schmid in a recent Wired interview:
“The good news is we could purchase them. We have the cash. But I don't think our purchasing a newspaper would solve the business problems”

It seems that the predicitions may not last until 2015

Friday, January 9, 2009

The growth of online video in 2009

All signs are that 2008 was a growth year for online video and www.youtube.com in particular. A report this week from Comscore stated that that U.S. Internet users viewed 12.7 billion online videos during November 2008, an increase of 34% from the same month in 2007. This report gives some pretty impressive statistics about America's digital video viewing habits, such as "the average online video viewer watched 273 minutes of video".
However the market is more fragmented that I first imagined. Although Google sites (Youtube, Google Video) take the lions share of 40%, all other players are represented in single-figured percentages.

And the signs are that this increase will continue into 2009. Video should also increase in length, with companies now realising that its just not enough to post all your previous 30 second commercials up as a public archive of your historic agency spending. This trend should evolve into something better and richer for the viewing customer. E.g. A firm's Corporate Social Responsibility video, the CEO's keynote / shareholder address or a public response to a critical (and hopefuly wrong) YouTube posting.

Or perhaps the increase will just be fueled by so many people now "doing personal projects from home" during the economic downturn!

Thursday, January 8, 2009

Opinion leadership - 1950's style

Influencers have been described for years as 'Opinion Leaders'. These are people who are sources of information on a particular subject and have followers who listen & embrace what they say (or do).

Katz and Lazarsfeld way back in 1954 within their book "Personal Influence" claimed Opinion Leaders should be
"spelled with a little 'l'. As everyday influentials, they are ubiquitous"
I take this to mean they could be anyone or everyone; with each person applying their own influence to their own sphere of contacts (at the time, this was generally by word-of-mouth or by simple one-to-one communication methods).

However Katz and Lazarsfeld also refered to some Opinion Leaders as "Great Disseminators" (a wonderful term that). This categorises people who have an important forum— national or international— and who are respected and listened to by a number of people.

Perhaps these early thoughts on an individual's social graph and the different scales of influence aren't too dissimilar to what we're now trying to do on a global scale and in the digital domain.... I for one whould like to know who our Great Disseminators are these days.

Using Twitter for Marketing and PR

http://www.howtousetwitterformarketingandpr.com

Useful advice!

Wednesday, January 7, 2009

Mind the gap - how a consolodated basket may not work

User satisfaction with the Gap site dropped nearly 7 percent when compared to 2007, according to a report by ForeSee, a company that tracks eCommerce Satisfaction in the USA. Apparently with the multi-site integration of http://www.gap.com/, although intended to make online shopping more convenient, has unintentionally diluted the four diferent brands of: Gap, Banana Republic, Old Navy & Piperlime.

ForeSee President & CEO Larry Freedstomer said:
"The change had a functional advantage, shipping charges were less, and that sounds like a no-lose situation. But what they really didn't take into account was how people were going to see that: `Now you're making it very apparent to me. It's all the same company.'"

Ooops!

I wonder if other companies have now shelved similar plans?

Tuesday, January 6, 2009

"Online advertising is a fad" says Wigan Courier boss

Regular readers will know I like to mention the gradual demise of the traditional media now and then. However, its been a while now since I found such a funny quote (courtesy of the Press Gazette Blog) by a member of the press about all this online stuff, that I had to post again today (that makes 3).

Mark Ashley, Managing director of the Wigan Courier has stated:
"the current obsession with internet advertising and Facebook will gradually go the way of all the digital fads over the last few years"
and
“There is still no substitute for a colourful, well-designed advertisement in a truly local paper.”

This wonderfully insightful comment came after the paper increased its circulation by 2,500 copies to 34,900 (I make that a whole 7% increase) after “continued requests from advertisers and members of the public”.

New Apple Keyboard?


Apple Introduces Revolutionary New Laptop With No Keyboard

Site Optimisation for survival

Retailers have been having a hard time recently (and not just: Woolworths, Zavvi, Adams, USC, Morgan and Wittards), with stores not having the sales they once had. For many of them their eCommerce offering has been a major revenue stream. Digital has come of-age and is paying its way now.

However, things don't stop there. All but the most ignorant online retailers have realised that just driving traffic to a page isn't enough and they are now looking at ways to optimise their sites. Yes, you can use analytics tools such as Google Analytics or one of the more professional packages to tell you how they get there and what people are looking at. But it won't tell you how to make your content (headlines, promotion material, images, calls-to-action, etc.) more effective.

The conversion of a vistor to a buyer is a complex mixture of art and science. Its therfore the combination of the right information and correct enticement to get the potential buyer to add a product to the shopping cart (and enter their credit card details after that).

But what combination works best for your site and how do you find this out?

A/B Split Testing:
Given two alternatives, users will usually state a preference. Showing the same web page but with two alternative pieces of content can also give you two different outcomes. Measuring which pieces of content makes your users buy more product is a simple but powerful bit of analysis and this is the basis of split or A/B testing. A lot of sites now use this method of site optimisation, from trialling a new homepage layout or design through to dynamically changing the supporting messaging during the checkout process.


Multivariate Testing:
This takes A/B testing one stage further and tests combination of page components or elements and measures the effect they have. Basically it ignores the rules of 'Ceteris Paribus' (the principle that all other things must be equal to be able to test a specific condition).
Note: You can take this process further and also automate the segmentation of your different users according to factors such as
  • Geographic region
  • Day of week / time of day
  • Referencing site
  • Etc.

Its quite obvious to me that execs are going to look to their online retail operations to work harder and smarter in the future. By making some simple changes, carrying out analysis and applying this to the evolution of your own site, you can quickly de-mystify the issues and get your site converting more.

Monday, January 5, 2009

Old words, new methods

I was recently staying at my parents-in-law house over Christmas and my wife (Moya) was throwing out some old school books and stuff. Among them was a publication called "Consumer Behaviour and Marketing Action" by Henry Assael (3rd Edition) printed in 1987.

So given a few spare minutes over the last week or so, I've started thumbing through it this old book to compare the pre-Internet marketing world with the one of today. I though it would be fun and useful to mention the differences we now have in Marketing and see how modern digital communications have changed things in over 2 decades.

Note:
Assael is apparently still Professor of Marketing at Leonard N. Stern School of Business in New York and has produced more contemporary work, including "Consumer Behaviour - A Strategic Approach" which is still in-print.

However, what I wasn't prepared for was to find it useful and really insightful in some areas of marketing approaches and techniques.

What I've therefore decided to do is to occasionally refer to Professor Assael's work and apply it to the modern digital / social / crowdsourced / always-on world. Expect to see his name and comments quoted from now-on.

Friday, January 2, 2009

User-Centred CRM

There's an old CRM white paper I read again the other day, that mentioned how CRM (Customer Relationship Management) needs to be more about Customers managing their own relationship with a company (CMR). Thinking about this further, I realise that whilst that's an ideal situation and the utopia of the personalised website experience, not everyone wants to do this and not everyone needs to.

In my mind CRM should be user-centred, just as user-centred design is an essential part of creating the right website for your target audience.

So... if CRM is traditionally based around: People, Process, Technology & data, then user-centred CRM should evolve this thinking. But rather than being around the 'what' you need to do, it should be far more about the 'how' & 'why':
  • People becomes: Identify, observe, understand and analyse
  • Process becomes: Timeley, relevant and flexibile
  • Technology & Data becomes: Integrated, optimised & scalable
If your previous CRM intiatives have not achieved your ambitions, perhaps focusing on the user may be a better plan in 2009?

Update 4/1/2009:
The document I was referring to was "Multichannel customer managment" by Stone, Hobbs & Khaleeli.

Wednesday, December 31, 2008

Success in 2009

My last posting this year and something a little more up-beat. Personally its been an epic 2008, including: marriage, moving and materity.

I really just wanted to wish all clients, partners, friends & staff of Ideal Interface a fantastic & successful 2009.

Hayden

Tuesday, December 30, 2008

blogs have more impact than social networks

A report of a survey done by Buzz Logic & Jupiter Research back in the Autumn of this year shows that over half of all US blog reader (sorry, it doesn't seem to have a global reach) find blogs useful for purchase information. (Full press release here)

And suprisingly, blogs have more impact on purchasing decisions than social networks because blogs are more trusted!

Its even better news for niche blogs, as of those who found blog content useful for product decisions, over half of them (56%) said niche focus blogs and "topical expertise" sources were key. Unsuprisingly this information was most useful for technology-related purchases:



So had blogging actually come-of-age now?

Well it seems that for a certain segment of the population that answer is "yes", as blogs now rival search as a means of navigating to information that influences their decisions.

Face to Face is highest Cost-to-serve

Following my recent posts on implementing and managaing customers down to a lower cost-to-serve channel, I got several emails from people asking me about face-to-face communication and where it fitted into my Interaction diagram.



Unsuprisingly, face-to-face (F2F) contact appears at 'Position E' in the top right corner. This channel of customer interaction is the most costly, involving premises or travel and a lot preparation. It may also need the customer service individual / account manager / client contact / handler, etc. having all necessary information and support materials to-hand.

Costs can potentially increase further depending upon the demands of the interaction. For example: you may have a complex product that needs explaining / configuring or possibly a prestige client-base who is used to the "Low Tech / High Touch" approach. Try managing these people to a lower interaction channel and you could instantly see them quickly migrate to your competitors.

Monday, December 29, 2008

Measuring Wisdom

I was lucky enough to spend a couple of hours in the company of some great minds recently. Hidden in the corner at a company Christmas party (the equivalent of the guys hanging out in the kitchen at a dinner party I guess) we discussed many topics, including the subject of wisdom.
The main question we eventually distilled the issue down to was:

"If wisdom is the application of knowledge and if there are ways of measuring knowledge, why is there no easy way of measuring wisdom?"
Taking this thought further, I would like to state that we don't give wisdom (and really I mean those that have it) enough credit.

Perhaps because we haven't been able to apply a metric to it yet?

Sunday, December 28, 2008

Customer Experience in a Recession

Two consecutive quarters of negative growth in the UK economy means we are officially in a recession (even though most sensibe people been saying that for almost a year).

Note:
A recession it may be, but its not technically a 'depression'. I think the best desciption of both has to be Ronald Regan from his 1980 presidential nominee speech:

"A recession is when your neighbor loses his job. A depression is when you lose yours. And recovery is when Jimmy Carter loses his."


Economists now generally agree that the downturn will last at least about two years. First becoming worst in 2009, it will eventually tail off around 2011.


To so this, they will consider a number of questions:
  1. How can you gain competitive advantage/market share without significant expenditure?
  2. Can you restrict your customer strategies, especially if there is not tangible/obvious Return on Investment (ROI)?
  3. At what point do you forget the ‘customer experience’ and cut costs?
  4. If customers are increasing their usage of different channels (e.g. mobile, internet/media devices, etc.) how do you faciliate these on the same/less budget?
However, as an example of corporate Darwinian theory, the best business will survive in these conditions. Those that do survive will have learnt to be flexible & lean, but should be ideally placed to take advantage of the economy when it eventually returns to full-health.

Friday, December 19, 2008

Wordle graph of my blog

I'm always on the look-out for ways to chart/graph/depict complexity. I was therefore please to recently stumble across http://www.wordle.com/. By typing in the feed from this blog, it creates the visual representation you see above.

A better quality version of it is available here on Wordle's site.

Thursday, December 18, 2008

Online PR still too specialist?

Back in August of this year a survey by Big Mouth Media reported that out of 100 UK PR firms, 79% did not have dedicated online PR services and could be missing out on an opportunity. It now seems that the market hasn't moved much further on.

A new Econsultancy Online PR Industry Benchmarking report, based on a survey of 300+ marketers & PR folks in the UK states that:
Online PR is still clearly viewed as a specialist and technical PR function by many respondents.

If companies outsource their Online PR to agencies or specialists, the breakdown is as follows:
  • 51% use PR agencies
  • 29% search marketing agencies
  • 22% web development agencies
I therefore think the picture is still far from clear right now. Whilst some PR agencies have obviously risen to the challenge, others are happy to let web-specific agencies eat their lunch.

Wednesday, December 17, 2008

Christmas Delivery for loyal customers

A short posting today (and nothing to do with last night's Christmas Party, honest!). I just thought, as we've only 2 Amazon Super Saver shopping days to Christmas...








... that I'd share this article from yesterday's Internet Retailing site. A news article stated that "Customer loyalty does still exist — but free delivery and special offers are now the key retailer deciders".

The report from GSI Commerce, ( and I still find their website a little confusing) says that:
"pushing free delivery and special last-minute offers needs to be a priority in the final few days of online Christmas shopping,"
It seems that given the same product at the same price from 2 different eTailers, 68% of customers would opt for the one that offered free delivery. Although that's hardly a shocking fact, you do have to worry what the other 32% based their decision on.

However, more shocking was the news that Amazon is apparently mis-treating its warehouse staff to reach its incredible near-perfect delivery rate. It seems that free delivery may come at a cost in the end!

Tuesday, December 16, 2008

Bad multi-channel experiences

A bad cross-channel experience could well affect your customers, leading to lost revenue and bad feeling.

Its possible to create a frustrating multi-channel experience when dealing with a company via just two different channels, let alone 3 or 4! This is especially true in the digital world where customers are only one click away from abandoning a company if their expectations are not instantly met. Lets be a little clearer...

1. Optimising your channels is not necessarily all about the lowest cost-to-serve (The average cost required to deliver a service to a customer), its about maintaining the right revenue streams and quality.

2. Consistency across channels (call centre, website, in-store kiosk, customer interaction technologies, etc.) reduces customer frustration. Or put another way: a report by BT back in early 2008 showed that:
"ninety-seven per cent of customers expect their interactions with companies to be consistent and seamless"


Be careful how you plan and implement your multi-channel strategy for 2009.

Monday, December 15, 2008

Customer Interaction Technologies lower cost to serve


In less-certain economic times, companies come under increasing pressure to reduce costs and as I mentioned last week, this can mean managing your customers down to lower cost-to-serve channels (e.g. moving them from positon 'B' to position 'A' in the diagram)

For those who've read my previous post, you will know I believe you need to provide the right amount of customer interaction that a customer needs (but perhaps just not the level they want). This is where the web becomes incredibly useful.

But building a website to interface with customers is no-longer just a case of building a static content-fulled site, its about creating another interaction channel. And sometimes, providing customers with a basic level of interaction (e.g. Position 'A') just goesn't cut it any more. Fear not, a technology solution can be used, it just has to be used more carefully and cleverly.

Providing a rich user experience for your website is something that I've worked with a lot of clients on. Developing an intuitive and often complex site (e.g. Position 'C') obviously adds to your cost-to-serve, but in the longer-term this is a relatively small incremental cost per customer. It should also prevent the customer automatically heading off to to your 'Contact Us' page to phone your call centre. Technologies such as: Silverlight, Flash, and AJAX can help your site provide better interactivity and customer empowerment, and personalisation & other decision-based logic can provide a more individual experience.

But there is a middle ground and it sits somewhere between the slick responses of a video-based interaction and the human-to-human contact we all crave. However its an area that many websites have yet to fully understand and tackle (and it sits at Position 'D').

CIT or Customer Interaction Technologies as they are called, can all help bridge this interaction gap:

Click-to-call
Is a way of connecting your call-centre with your customers, who can leave their details and be called back as a time better suited to them or the company (e.g. during any particular quiet periods your customer services representatives have).

Self-learning avatars
Virtual assisitants, provided by people such as Creative Virtual, are still a technology that has yet to break into the mainsteam and its hard to work out why. Perhaps when one passes the Turing Test, we may see a change.

Interactive FAQ's
These online knowledge bases can provide dynamic Frequently Asked Questions, that understand context or provide more than just the standard content-managed answers. Link these into your personalisation functionality, track their usage and you get a rich set of data on what people are looking for (and what they don't know about).

Customer chat
In essence a business version of Instant Messaging, this technology has been used on websites for serval years now and provides a customer with text access to your call centre. Yes, I know this may seem like a slower (and therefore more costly way) way of interacting, but done cleverly it can reduce the cost-to-serve or even allow your operative to have more than one conversation at the same time.
E.g. pre-typed or 'hotkey' responses to produce instant answers to familiar questions, such as specific issue information or company contact details

Although these Customer Interaction Technologies haven't gained significant ground on many websites, its possible that as times get leaner andcompanies put more pressure on their websites to increase conversion and customer satisfaction, they they become a cost-effective toolset for the digital channel.

Friday, December 12, 2008

Managing customer expectations in a downturn

If you're in the business of serving customers, you can see the story unfolding before you.
  • The economic crunch is here
  • Company revenues decline
  • You get told to reduce service levels
  • You reduce staff and/or cut the hours of cover
  • There's a dilution in the customer experience
  • This causes an erosion in customer loyalty
So tricky days ahead then as we welcome the ever-decreasing cycle of recession-based customer services.

But this need-not be the outcome, as a recent McKinsey article highlights. This report covers the possibility of finding your customer 'Break Points' and carefully tracking this to avoid a complete drop in customer satisfaction.

One alternative to this is managing your customers down to lower cost-to-serve channels such as online, without a drop in quality of service. As I mentioned in a previous post, this can also be difficulty to pull-off correctly, but then this is a recesssion... and you don't just judge the person during the good times do you?

Bad signage

OK, slightly off topic today... but it is funny and Friday!


Thursday, December 11, 2008

What is MSM?

MSM stands for 'Main Stream Media' (or mainstream media). In other words its: newspapers, TV and (possibly) radio these days.

But hang on, I thought a principle media these days was the Internet in all its flavours? (Google search, content sites , Blogs, Social Networks and everything else). Its in the top 3 of all media consumed and advertising money spent, as well as the main method a lot of us choose to receive our news and information by.

Surely now there's a justified case for saying that the Internet is now a member of the mainstream media?

Wednesday, December 10, 2008

Low cost to serve doesn't mean low quality

I've previously put together my thoughts on cost to serve vs interaction models, but have been sent various examples recently where companies have obviously decided that low cost to serve means low quality of service. From examples of bad IVR, through to the refusal of some large companies to stick their customer services telephone number on their website.

This does not need to be the case. Just because you are using a lower cost-to-serve channel to service customers, doesn't mean that there has to be a dramatic reduction in the quality.

But delivering a good quality customer service experience does not necessarily mean providing a human voice all the time. Yes there there may still be the expectation among your customers that they will speak to an operative when they phone your billing number; but its how you deal with them when instead they get a voice-recognition system that matters. Also there is often more than one choice of communication channel for the required level of interaction you need at a lower cost-to-serve than a call centre.

Once company that has turned the entire customer service experience on its head is SwiftCover Insurance. The advertising material they've put out over the last few years has made a point of covering the fact that they don't have any Clucking Call Centres:


Clearly aimed at those no-nonsense people who don't like dealing with low quality call centres, they obviously have eliminated a higher cost-to-serve channel straight away. Its not suprising that they've managed to gain a share of a market given some of the incredibly bad practices apparently being used by some call centres such as using fake names and hanging up when things get difficult (This article in The Times is a real eye-openner if you have the time).

Actually, are you aware that there is a British Standard for Customer Service?

Tuesday, December 9, 2008

Risky Business


The more people interact on the Internet, the more risk they are subjecting themselves to. For example: we're told that the more information you post up about youself on social networking sites, the more likely you are to be the subject of a phishing/social engineering/etc. attack

But what about when you're a company employee, and you decide to interact on behalf of your company? How does the company minimise the risks of saying something incorrect in a situation where you are trying to encourage human interaction and generate a real community?

My recommendation is to make sure that you have a clear set of social media moderation guidelines. If staff don't know the rules, how can they follow them?

However, what if your employee is trying to cultivate their own personal brand? What if they are trying to own the conversation? (Well Jeremiah has a very similar blog post today, with some suggestions on how companies may try to manage this issue.)

One thing is for sure, personal brands are here to stay and some companies actively encourage the employment of them. Rather like an actor for a film, they are hiring an individual to play the lead role. But well known actors expect to make their own changes to the script and of course they have their nuances and traits that make them popular and therefore social. This is very different to giving an unknown some specific lines to say verbatim and its something that film studios have lived with for years...

I'm just not sure that the digital communication space is any different.

Monday, December 8, 2008

How to confuse your customers

Being 2 metres tall (6 Foot 6 inches in old terminology) Alto, the online clothing store for tall gentlemen is a site I regularly visit. I've even signed-up for their email bulletins for bargains and the like.

I was therefore suprised today to receive an email from them with the subject line
'New Tall Mens Clothing website launching in 2009'.

I did therefore have some obvious questions:
  1. Why send me an email on the busiest online shopping day of the year, telling me that your new site is coming next year?
  2. Why start your email copy....
    'New clothing website coming in 2009.
    The all-new Alto Clothing website is coming in 2009. We have been busy working through all your customer survey returns and suggestions that will help us bring you the clothing you want.' ?
It is only when you read past all this repetition and select to view email images that you see the line: 'In the meantime we are still open for business!' ...

I am sure that most of the people who would have even bothered to have openned up the email would have stopped reading by now.



I will not dwell on the the email itself, which was an appalling mixture of colours, fonts, random bold text and strange layout. Instead I would just advise Alto, that to send such a confusingly worded email in a heavily competitive industry and during such economic times, is perhaps not the best way to generate click-through and sales?

Friday, December 5, 2008

its not digital's recession

An old friend (I've known him for about 8 years, he's not old in years!) asked me the other day what I thought the business climate in the eCommerce and on-line marketing space, especially in the UK, would be like from about mid 2009, once the worst of the economic difficulties were passed.

Here was my perspective:

1. The market for online (eCommerce, Marketing and general digital stuff) is still going to see growth in the next 3 or so years. There are various predictions by intelligent and well-regarded people about what this growth will actually be, and most of these have however been lessened in the recent economic climate. However none are fore-telling a short-medium decline in the online space!
Note:
Despite Ad Age's recent article announcing a 'crater in online sales', which eventually admits:
holiday e-commerce sales will ultimately match the $29.2 billion spent during November and December of last year
2. There is still the view that buying online is: easier, cheaper and providing a greater selection - without the: hassles, petrol usage, parking fees/fines and other burdens that accompany a shopping trip

3. Online Marketing is an accountable science, that shows (almost) instantly what works and sells.... and what doesn't! Showing a Return On Investment is key right now and I don't think this will go away, even when the market picks up in a year or two.

4. London is the home of the UK (and possibly the European) digital comunity. There are lots of networking events still and great people to meet & work with. Although Silicon Valley and SF is the home of the new economy, London is its hard-working cousin over the Atlantic

5. Its still a fun industry to be in now. There is still work in digital (albeit less highly-paid consulting roles) but the full-time market for online people is still OK.

So, for now, it doesn't look like its online's recession.

Thursday, December 4, 2008

Press 2.0 - 1 year later

Well, its been a year now since I wrote my first posting for this blog and what a year its been!
(Not forgetting that personally, I've: got married, moved house and now we have a child on the way)

There have been almost 25o postings to the blog. These have covered various topics based around company & customer communication methods, whilst still trying to keep up with my per subject of the demise of mainstream media.

So, what have I learned along the way? Well, here's a few thoughts:

1. Blogging (almost) daily is hard work.
Maintaining a reasonably professional blog requires a certain discipline to keep abreast of technological, social & communication practices. It then takes more effort to actually type stuff up into (semi) coherent thoughts and perspectives. This is especially true when you have a full-time consultancy job and a company to run. Several times now I've found myself tapping away in the office gone-midnight in an effort to piece together an article to automatically schedule a publish in the morning. However, that said.... its been a good experience and I'm still enjoying it.

2. Its slightly easier to post about different (but related) topics
I have to admit that I've found it easier to produce postings about multiple subjects on a regular basic. For example: by discussing ecommerce market growth projections on one day and video newspaper initatives on the next, it allows me to investigate different issues that are still inter-linked by my passion for all things digital. Also, I'm sure I've strayed completely off-topic sometimes, but hopefully my readers have enjoyed the occasional tangents taken.

3. Getting comments is a very satisfying experience:
Its nice to know sometimes that not only am I getting visitors (I do track usage via some Google Analytics code inserted into every page), but that they are actually reading what I write. I'm particularly grateful to: Tristan, Ellify & Boudewijn for their feedback - both for their comments via the blog and also separately [thanks chaps].

So... what hasn't worked? Well certain things haven't exactly planned out as I hoped. For one thing, I haven't entirely stayed true to my original aim of treading that line between the 'Press' section & 'About Us' part of the company website and the mainstream media. But then, as my thoughts and understanding have evolved, so has this blog.

Proof perhaps then that life isn't necessarily what you set out to get from it; but it turns out being what you put into it.

Wednesday, December 3, 2008

Cost to serve modelling

Many of our company's clients (plus anyone who has cornered me on the subject) knows that I can talk for ages on the subject of Cost-to-serve models. But for those who haven't (and apparently you should count yourselves lucky), here's my main theory:

The average cost to serve a customer (e.g. to make a sale or to answer a complaint) depends upon the channel they use to contact you and then how you deal with that contact. Basically, some channels (e.g. face-to-face) cost lots and others cost less. Companies wishing to minimise their costs, should therefore try to 'manage' customers to the lowest relevant cost channel required to provide the level of interaction needed to service the cuctomer.

For example, in the diagram below 'B' shows that a high level of customer interaction (e.g. face-to-face contact to sell a new car) has a higher cost to serve than the lower 'A' which needs lesser levels of interaction (e.g. a web page). Basically, the more complex or 'human' you need the service to be, the more it costs to achieve.



The difficulty comes when a company badly manages their customers down to lower cost to serve channels, especially when the customer will always try to use the one with the highest possible level of Interaction.

Tuesday, December 2, 2008

Your anti-social graph

The whole concept of the corporate social graph gained traction as a concept after I started reading about the personal social graph and applying it to corporate influencers. However, the corporate social graph, doesn't just show those people who have something positive to say (or write) about your company, it shows those who are negative about them as well.

The question for today (and possibly picked-up again in subsequent postings) is:

In plotting this negative sentiment, are you therefore creating your
anti-social graph of corporate influence?

Monday, December 1, 2008

More multi channel madness - lost?

Last week I was asked how you create a multichannel strategy (mainly from an eCommerce perspective) and of course I tried to put a decent and structured answer together. I'm sure I'm not alone in seeing customers (or in this case, my client's custoemrs) becoming more complex in their channel usage and buying patterns. If this is the case with your company, then you have to at some point embrace the Multi-channel madness.

But for those who have never done this before, beware... its a minefield!
And for those who have... well, my sympathies.

As the old joke goes:

When a lost person went up to someone and asked them for directions, the response was... "don't start from here".


Creating your channel approach is a little like being lost. Not only is it a case of where you want to go, but also it is:
  • How did you manage to get to where you are right now? (history)
  • What do you currently know ? (data)
  • How do you want to get there? (tools & technology)
  • What's the journey ahead like? (impediments)

If you're planning your multi-channel strategy for 2009, consider starting from an informed and understood place. Oh, and obviously be careful who you ask for directions along the way!