— blending the mix

Businesses still taking days to respond to website enquiries

I hope Ian and the team at Internet Retailing won’t mind me taking his headline because it pretty much sums up a dire situation.

To save you the best bits:

  • 25% of websites failed to respond to a customer enquiry via their website
  • When prompted 14% of the same businesses STILL didn’t respond

I remember a while ago presenting to the board of a well-known hotel chain and extolling the virtues of the social media approach that Marriot Hotels had in place with their blog (pictured below)

 marriot

It’s a great blog, written by Bill Marriott himself (and I suspect a few editors too!) but gives a great insight into the history of the business and the personal approach that sets a good hotel apart from a bad one. The content is genuinely interesting (even if there is a sales-y angle to some of the content) and frequently commented upon. At the same time, the blog editors also respond pretty quickly too.

But, when you look at the contact us page on the main Marriott website(below), we see the standard “disappear into the online ether” contact form that is mentioned in the critical report posted at the top.

contact form marriott

Is anyone else looking and wondering how a business who, on one hand with the blog, seems to be at the forefront of customer relations and service, manages to so dreadfully miss the boat when it comes to the ways its clients can contact it?

Still, at least they have made better progress than most, it’s just a shame that all their points of contact can’t be as responsive as others.


2 comments
  1. Elizabeth says: August 24, 20097:37 pm

    Companies who find it hard to keep up on the forms coming in from their website should check into marketing automation.

  2. Elizabeth says: August 24, 20092:37 pm

    Companies who find it hard to keep up on the forms coming in from their website should check into marketing automation.

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