25.7.07
More and more I'm reading about so called experts in business social networking. These people I tend to treat with a little caution for fear that they may have pre-existed as the eternal business networker and have simply rebranded themselves following the cataclysmic rise of the likes of Bebo and Myspace. However if we look to understand the root of the rise of youth social networks we should perhaps acknowledge that technology has only provided a vehicle for a point in time were offline communities are at their weakest. Children and parents are bombarded with horror stories of child abduction, inner city violence and our post Thatcherite materialist era has left little of the community high street, church group or Tupaware party network. It is perhaps in this vacum, that youth social networking had the chance to explode - and it is perhaps for this reason that traditional marketing departments should take heed of the new online marketing metrics that operate in this communication environment. This is an area where trust is earned through the effort of communication and where broadcast will always be shunned as irrelevant unless engagement is both highly targeted and creative. This is really only the beginning of the change that will expand over the next 10 years. We can suggest that the www is only 10 years old as a comms media, but the real changes are happening faster now as a result of 85%+ broadband access. Marketeers need to look and learn fast or suffer at the hands of newly empowered consummers.
11.7.07
Virginal approach to usability
I was attempting to book a train earlier this week on Virgintrains.co.uk and I found the user journey to be, better than it was on the old Q-Jump system used on The TrainLine.com but still less that enviable. As digital consultants, we inevitable give digital marketing advice free to open doors, so I sent the list of comments to webmaster@virgintrains.co.uk.
Apologies for unsolicited mail but as a customer experience consultant I was
unable to prevent myself from noting some customer experience issues I had
on the Virgin train site recently.
Unpopulated return time minutes on page 1
Overnight train journeys offered with no warning
Next page auto selects travel the day before creating increased booking
errors
Order of journeys changes to non chronological for "later trains"
You can click on single journey train "journey details" but can not edit or
opt to go back
Purchase process
No flag to go to postcode look up and address field breaks
Only can delete and add new journeys at the end of the process - no edit
facility
+Registration process is now in the right place not at the start of the
search as was the case on the previous site version 2005.
Login
Order_login shows an update button - unclear as to what happens next.
Management of expectations will increase online booking saving the
commissions payable to the station booking offices / other train companies.
Please let me know the name of the person in charge of this area or ask then
to get in touch if they would like help in increasing site revenues and
customer loyalty to the Virgin Train brand at this, the start of a customers
brand experience before travel.
Kind regards
Scott
Rather strangely and hilariously, I have recieved this reply:
Dear Scott
I am sorry to hear of the problems encountered when using our site.
I apologise for the inconvenience caused to you. I have forwarded your request to the Virgin Customer Relations team, who will respond to you directly. Please contact Customer Relations at customer.relations@virgintrains.co.uk for future help and information.
For any urgent bookings, please feel free to call our Web Support team on 0870 010 1127 (0800 hrs - 2200 hrs) who will be happy to make any bookings for you.
If you have any further queries, please do not hesitate in contacting us.
Kind regards
Krishna
Apologies for unsolicited mail but as a customer experience consultant I was
unable to prevent myself from noting some customer experience issues I had
on the Virgin train site recently.
Unpopulated return time minutes on page 1
Overnight train journeys offered with no warning
Next page auto selects travel the day before creating increased booking
errors
Order of journeys changes to non chronological for "later trains"
You can click on single journey train "journey details" but can not edit or
opt to go back
Purchase process
No flag to go to postcode look up and address field breaks
Only can delete and add new journeys at the end of the process - no edit
facility
+Registration process is now in the right place not at the start of the
search as was the case on the previous site version 2005.
Login
Order_login shows an update button - unclear as to what happens next.
Management of expectations will increase online booking saving the
commissions payable to the station booking offices / other train companies.
Please let me know the name of the person in charge of this area or ask then
to get in touch if they would like help in increasing site revenues and
customer loyalty to the Virgin Train brand at this, the start of a customers
brand experience before travel.
Kind regards
Scott
Rather strangely and hilariously, I have recieved this reply:
Dear Scott
I am sorry to hear of the problems encountered when using our site.
I apologise for the inconvenience caused to you. I have forwarded your request to the Virgin Customer Relations team, who will respond to you directly. Please contact Customer Relations at customer.relations@virgintrains.co.uk for future help and information.
For any urgent bookings, please feel free to call our Web Support team on 0870 010 1127 (0800 hrs - 2200 hrs) who will be happy to make any bookings for you.
If you have any further queries, please do not hesitate in contacting us.
Kind regards
Krishna
