The big news in the travel industry this week was that the official star ratings for hotels is expected to be superseded by online review scores. According to John Penrose, the Tourism Minister, the current system is out of date and does not accurately reflect holidaymakers' concerns. "We are going to be publishing our tourism strategy next month and in that we back a consumer-led system like Trip Advisor rather than traditional star-rating systems." - Source: Independent.co.uk Despite the fact that the move is expected to be resisted by hoteliers, many of whom have spoken out about review sites in the wake of the TripAdvisor row, I agree with the minister. Read the rest of this entry...

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With an estimated value of £17.8 billion, online sales accounted for 6.7% of retail sales in the UK in 2009 (Mintel 2010). Today, as online shopping is evolving, retailers that have expanded or completely moved online are seeing a healthy growth in their revenue. With market leaders such as M&S and Next increasing their margins through their multichannel strategy and visible online presence, it is safe to say that e-commerce is become a  key revenue driver for brands. As online sales figures continue to grow, fashion brands really need to focus on their digital marketing strategy and realise that  if they don't, they will lose money! Read the rest of this entry...

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On the 14th April 2010 something big erupted in the travel industry, or as one of our clients called it: an ashtrocity! The Icelandic volcano, called Eyjafjallajökull, ejected volcanic ash to heights in excess of 30,000ft and few could have predicted the chaos and millions of pounds it would cost the travel industry and the economy. With huge amounts of ash in the atmosphere, controlled airspace in the UK was shut down for fear of damage to the aircraft engines. By the 17th April, there was a no fly zone in the airspace of more than 25 countries. This resulted in the largest air traffic shut-down since World War II and caused millions of passengers to be stranded not only in Europe, but across the world. Airspace was closed for six days; a decision which was later criticised by most airlines who were suffering huge financial losses. According to Giovanni Bisignani, the Director General of The Air Transport Association, the ash crisis cost the airline industry up to £130...

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Let’s face it, we all love Christmas. It’s a great time of year where we reflect on the year just gone, eat mince pies, watch the Queen’s speech, listen to The Pogues on the wireless (oops DAB Digital Radio) and laugh at Grandad as he drops his false teeth in the dog’s food bowl and farts as he bends over to pick them up. However, the build up to this festive event (Christmas, not Grandad’s farting), is a frenzy of activity for retailers as they fight for customers both on and off the high street. Christmas shopping online is becoming a growing trend. I for one plan on buying most of my presents online from the comfort of my own warm home, away from the crazed masses on the wet and blustery high street. But with so much choice online, how am I supposed to choose one e-tailer over another? Here’s a few tips to help online retailers stand out from the crowd and get those all important extra sales. Read the rest of this entry...

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During a recession, ROI is obviously more important than ever. But are you also taking the time to focus on existing customers and on how they can be harnessed as brand advocates? With marketing spends under tremendous scrutiny in the economic downturn, companies are raising their game and working even harder to secure the best return possible for their investment. Although generating brand awareness and creating interest is indeed crucial, it is also often the most expensive form of marketing. As a result, more time is being invested in market research to ensure the messages are hitting the sweet spots. A strong understanding of who your customers are, staying close to them and building customer loyalty are all imperative within marketing - and brand advocacy is without doubt brand nirvana. Brand advocates play a tremendous role in influencing others to move along the customer journey and turning loyal customers into brand advocates is one of the most effective forms of...

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It's a myth that Search Engine Optimisation (SEO) is ridiculously difficult and for the professionals only. Anyone who can build a website has the ability to implement basic SEO recommendations to make sure their site is optimised for both the search engines, as well as for site visitors from a usability point of view. Below are 10 recommendations which should be given some thought when building a website; however it's surprising how many of these basic recommendations are ignored despite many of them simply being best practice for making a website as user-friendly as possible. 1)    Title tags and meta descriptions Every page on the site should have its own unique title tag set which accurately describe the page's content using the most relevant keywords (ideally those that you want the page to rank for). The meta description tag also gives you the chance to write a longer summary, and while search engine ranking algorithms pay little attention to this, it is still shown...

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As I'm sure Richard Branson would agree, social media can be a bit of a monster at times and a rather difficult beast to tame. The scope and speed offered by networks such as Twitter and Facebook, coupled with the ever expanding blogosphere, allows user-generated content to travel faster than a transatlantic flight to New York City. Whether it be a poor customer experience, a brand simply getting it wrong or rogue staff playing a prank - social media has given a voice and a platform to everyone with a keyboard and mouse: and they're certainly not afraid to use it! Here is a collection of some recent high profile examples of the staggering power of social media from the last few months, highlighting the potentially damaging effects it can have on big brands: Read the rest of this entry...

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This week saw the culmination of a 48 hour Twitter popularity campaign between British Comedian Russell Brand, and the US talk show host, Jimmy Fallon. (Watch the tv interview here) Before the campaign began, Fallon began with a distinct 200,000 follower head-start but it was Brand that actually achieved more in the build up to his TV appearance on 'Late Night with Jimmy Fallon' where he plugged his US stand-up and book signing tour. A combination of blog posts, tweets, retweets, Facebook updates and video pleas resulted in Russell increasing his followers by 23%, that's an additional 17,000 people he can now directly inform of his latest tour, book, movie etc. Read the rest of this entry...

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