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Sky email system customer complaints rocket

April 16, 2013 By: Dr Search Principal Consultant at the Search Clinic Category: Customer Service, Email, Google, Search Clinic, Technology Companies, Telecommunications Companies, Uncategorized, Yahoo

Many of Sky’s email customers are being deluged with thousands of old and deleted messages as the company switches email providers.Sky email system customer complaints rocketIn recent weeks Sky has stopped using Google to provide email services in favour of Yahoo.

But the change has caused trouble as many customers are reporting that formerly deleted messages have been delivered again and again.

Some have spent hours clearing the messages out of overflowing inboxes.

Discussion forums on Sky’s support site have been filling up with messages from disgruntled customers complaining about the switch. The company, which has more than four million UK broadband customers recently changed from Google to Yahoo.

The switch has seemingly resurrected many messages users formerly deleted with some reporting that they had to go through thousands of messages before deleting them for a second time. Some unlucky customers had to suffer thousands of deleted messages being re-delivered several times.

Many others said the switch had wiped out email settings, deleted aliases and re-set filters. Customers called on Sky to do a better job of responding to complaints and explaining why old messages were turning up.

On its support site, Sky acknowledged the problems the changeover had caused.

It said it was aware of the issue and had “an ongoing investigation and are working to resolve it”. It pledged to provide an update about its efforts to fix the problem.

It said the problem emerged during migration as it was copying all customer emails to Yahoo’s mail servers. The issue should recede as mail services were synchronised, it said.

Yahoo reports quarterly revenues increase

January 28, 2013 By: Dr Search Principal Consultant at the Search Clinic Category: Dr Search, internet, Search Clinic, Search Engine Marketing, Search Engine Results, search engines, Social Media, Uncategorized, Yahoo

Yahoo has reported fourth quarter revenues of £860 million in the fourth quarter, up nearly 2% on the same time a year before.Yahoo reports quarterly revenues increaseA one off accounting charge meant that the fourth quarter net income was £174 million, down by 8% compared to £189 million in the same period 12 months earlier.

In trading in New York the shares in the company gained 4.5%.

About 700 million web surfers visit its website every month, ranking it among the top three in the global industry.

However, it shed more than 1,000 jobs during 2012, and has long been divided over whether it should focus on media content or on tools and technologies.

Chief executive Marissa Mayer was brought in last July from Google to turn the company round, and the latest financial figures are the first full quarter’s under her leadership.

Ms Mayer has been focusing on building better mobile and social networking services.

She said that during the quarter Yahoo made progress “by growing our executive team, signing key partnerships including those with NBC Sports and CBS Television and launching terrific mobile experiences for Yahoo Mail and Flickr”.

Yahoo hired the former Google executive on a pay package of $58 million ( £37 million) which Dr Search thinks is nice work if you can get it.

Yahoo reports rise in sales under new boss

October 31, 2012 By: Dr Search Principal Consultant at the Search Clinic Category: Customer Service, Ecommerce, Email, Search Clinic, Search Engine Marketing, Technology Companies, Yahoo

Yahoo has reported a 2% rise in sales for the first three months under the leadership of its new chief executive Marissa Mayer.Yahoo reports rise in sales under new bossThe internet group’s revenues for the third quarter of 2012 totalled $1.09 billion (£680 million), compared with $1.07 billion for the same period of last year.

Yahoo’s net profit however soared to $3.2 billion, from $298 million a year earlier.

However, much of the profit was achieved from sale of its stake in the Chinese e-commerce business Alibaba.

When the $2.8 billion earned from the sale of its shares in Alibaba is excluded, Yahoo says it achieved an income of $177 million.

That is a small step in the right direction for the company’s new chief executive, Marissa Meyer, who is attempting to revive the company’s fortunes.

She earned a reputation for decisive action during 13 years at Google and she has spent her first months as Yahoo’s chief executive quietly moving the internet pioneer back to its roots in technology.

The company has long been divided over whether it should focus on media content or on tools and technologies.

Despite its decline in recent years, Yahoo still has a promising business.

About 700 million web surfers visit its website every month, ranking it among the top traffic websites in the global industry.

However the amount of activity people engage in on its sites is steadily, declining and its smartphone offerings are deemed lacklustre.

Yahoo ended the quarter with 12,000 employees, down more than 12% from 13,700 a year earlier.

Yahoo hires ex Googler on $58m pay package

October 19, 2012 By: Dr Search Principal Consultant at the Search Clinic Category: Customer Service, Email, Pay Per Click, Pay Per Click Advertising, Pay Per Click Marketing, Search Clinic, Search Engine Marketing, Search Engine Results, search engines, Technology Companies, Uncategorized, Yahoo

Yahoo has appointed a Google executive as its next chief operating officer- paying him a hefty pay package worth about $58 million  (£36million) over four years.Yahoo hires ex Googler on $58m pay packageHenrique de Castro had worked for Yahoo’s new chief executive, Marissa Mayer, at Google. He will oversee sales and operations Yahoo said.

Mr de Castro will get a basic annual salary of $600,000 as well as $36 million in stock options.

Yahoo has been trying to rebuild itself after falling behind its rivals.

Yahoo was one of the pioneers in internet search and email and continues to remain one of the biggest names in the industry.

It has however been losing ground as it has not been able to keep up with Google in the search engine results business.

“This is a pivotal point in Yahoo’s history, and I believe strongly in the opportunity ahead,” Mr de Castro said.

Yahoo’s share of US online advertising revenues fell to 9.5% last year, down from 15.7% in 2009.

Mr de Castro will be eligible for an annual bonus of up to 90% of his $600,000 salary, according to Yahoo’s filing with the US Securities and Exchange Commission.

He will also receive a cash bonus of $1 million within one week of joining Yahoo and will be given restricted stock units and performance-based stock options totalling $36 million over four years.

That compares to Ms Mayer, whose remuneration package could top a whopping $70 milion. Ms Mayer’s basic salary is $1 million a year, but shares and share options, along with other potential rewards, could make it far more lucrative.

She was appointed in July and is the firm’s third chief executive in the space of a year.

Yahoo to axe non core services to improve profits

May 15, 2012 By: Dr Search Principal Consultant at the Search Clinic Category: AdWords, bing, Customer Service, Ecommerce, internet, Microsoft, Pay Per Click, Pay Per Click Marketing, Search Engine Marketing, Search Engine Optimisation, Search Engine Results, search engines, Technology Companies, Uncategorized

Yahoo has confirmed plans to shut down dozens of services which are not seen as core to the firm.Yahoo to axe non core services to improve profitsAs a result they said that it would be “shutting down or transitioning roughly 50 properties that don’t contribute meaningfully to engagement of revenue”.

The CEO Mr Thompson did not identify which units would be abandoned, but noted that news, finance, sports, entertainment and mail were safe.

“Each of our products and services may individually generate more engagement than most start-ups or even mid-sized companies in certain markets, but that does not mean that we should continue to do everything we currently do,” he was quoted as saying in a transcript of the conference call by Seeking Alpha.

The chief executive also noted that its search alliance with Microsoft was “not yet delivering” what had been expected.

The two firms agreed to team up in 2009. The idea was that Microsoft would provide Yahoo with the search results produced by its Bing service, which Yahoo would tailor to its audience. In addition Yahoo’s salesforce would target “premium” advertisers on behalf of both firms.

Mr Thompson said the UK and France were currently being moved to Microsoft’s search algorithm, and that other parts of the EU and Asia would follow.

However, he added that Yahoo was “working hard with Microsoft” to address the fact that the software firm’s AdCenter technology was still not delivering the sort of revenue it had hoped for.

For the time being Yahoo is protected against the shortfall by a “revenue per search” guarantee signed by Microsoft that is due to expire next March.

Mr Thompson was also quizzed for more detail about his promise to make better use of the company’s “vast data”.

He explained that the firm would use cookies to personalise its news content.

He added that the data would also be used to help advertisers understand how visitors used the site and to request “almost real-time” analytics data.

This is the latest in a series of turnaround plans promised for the web portal.

The key will be in getting the search and banner advert revenues higher.

Yahoo sues Facebook over disputed patents in the US

April 30, 2012 By: Dr Search Principal Consultant at the Search Clinic Category: Facebook, Online Marketing, Technology Companies, Uncategorized, Yahoo

Yahoo has filed an intellectual property (IP) lawsuit against Facebook.Yahoo sues Facebook over disputed patents in the USYahoo claims the social network has infringed 10 of its patents including systems and methods for advertising on the web. Facebook denies the allegation.

The move comes ahead of Facebook’s planned flotation next month.

Patent litigation has become common between the smartphone makers, but this marks a new front in the battles between technology companies.

A statement from Yahoo suggested the web portal believed it has a strong case.

“Yahoo’s patents relate to cutting edge innovations in online products, including in messaging, news feed generation, social commenting, advertising display, preventing click fraud and privacy controls,” its suit said.

“Facebook’s entire social network model, which allows users to create profiles and connect with, among other things, persons and businesses, is based on Yahoo’s patented social networking technology.

The social network signalled that it believed that Yahoo had not tried hard to settle the matter without involving the courts. It described Yahoo’s action as “puzzling”.

Yahoo recently overhauled its board appointing Scott Thompson as its chief executive in January. The former Paypal executive replaced Carol Bartz who had been ousted in September.

Yahoo’s co-founder, Jerry Yang, also resigned from the board in January. The firm’s chairman and three other board members announced their decision to step down shortly afterwards.

The Wall Street Journal had reported that many Yahoo employees expected fresh job cuts following consecutive quarters of revenue declines.

Mr Thompson’s decision to sue may secure fresh funds or other assets if the courts rule in his favour.

The latest suit was filed in the US district court for the northern district of California.

Yahoo co-founder Jerry Yang resigns from its board

January 19, 2012 By: Dr Search Principal Consultant at the Search Clinic Category: Broadband, Customer Service, Email, Pay Per Click, search engines, Social Media, Technology Companies, Uncategorized, Yahoo

Jerry Yang, the co-founder of Yahoo!, has resigned from its board of directors with immediate effect.Yahoo co-founder Jerry Yang resigns from its boardJerry Yang founded the online company in 1995 with David Filo and was its chief executive from June 2007 until January 2009.

His resignation comes two weeks after the company hired former PayPal executive Scott Thomson to be its new chief executive.

Mr Yang annoyed some shareholders by turning down a £31 billion ($47.5 billion) takeover offer from Microsoft in 2008.

Since then the value has plummeted and the company’s current market value is only about £13 billion.

Mr Yang has also resigned from the boards of Yahoo Japan and Alibaba Group and said in a statement: “The time has come for me to pursue other interests outside of Yahoo!”.

In addition to leaving the boards, Mr Yang is also giving up his title of “Chief Yahoo”. He also expressed support for the company’s current management.

“I am enthusiastic about the appointment of Scott Thompson as Chief Executive Officer and his ability, along with the entire Yahoo! leadership team, to guide Yahoo! into an exciting and successful future,” he said.

Some observers had seen Jerry Yang as an impediment to the sale or restructuring of the business as it provides a more objective and unemotional approach to the variuos strategic alternatives which are being considered as the company attempts to reinvent itself.

Yahoo names Paypal’s Scott Thompson as new CEO

January 12, 2012 By: Dr Search Principal Consultant at the Search Clinic Category: Customer Service, eBay, Ecommerce, Email, search engines, Technology Companies, Uncategorized, Yahoo

Yahoo has named Scott Thompson- the president of online payments firm Paypal, as its new CEO.Yahoo names Paypal's Scott Thompson as new CEOHe will fill the vacancy left by Carol Bartz, who was dismissed as chief executive in September after failing to turn around the company’s fortunes.

Mr Thompson has headed Paypal, the payments division of eBay, since 2008, during which time its userbase doubled.

Yahoo is currently undergoing a strategic review as it has failed to keep up with rivals such as Google.

First and foremost Mr Thompson has to define what Yahoo should be. Technology firm? Media company? Online services provider? Search engine? Internet portal? All of the above?

Yahoo has spread itself too thin, both managerially and technologically. It tried to compete with Microsoft, Google, AOL and everybody else at the same time – and failed. Yahoo is not known for innovation anymore. Meanwhile, Facebook snuck up from behind and ate Yahoo’s most valuable asset – the time its users spend online.

Selling troubled Yahoo to some naive investor might be an option, but anti-trust challenges make the outcome of any bid doubtful – unless Yahoo’s Chinese partner Alibaba steps forward. But that in itself would be a political Pandora’s box.

The US firm’s key products, beside its search engine, include photo sharing site Flickr and its webmail platform.

However, its domination of webmail – and the ancillary services it offers its email account holders – is under threat as younger users migrate to social media sites such as Facebook and Twitter.

Markets gave the news a cool reception. Shares in Yahoo were down 3.1% at the close of trading in New York.

Shares in Paypal’s parent, eBay, closed down 3.77%. The broader Nasdaq tech index closed up 0.33%.

Yahoo’s share price has stagnated at about $15 ever since late 2008, refusing to go above $20, after it rejected an offer from Microsoft to buy up the company at $33 a share.

Revenues at the firm have stagnated, particularly compared with leading search engine Google, and Yahoo has had to lay off workers four times over the past three years.

The poor performance prompted Yahoo’s board to ignominiously turf out Carol Bartz in September last year.

Tim Morse, who had been standing in as chief executive, will return to the role of chief financial officer when Mr Thompson takes over on 9 January.

Facebook share of UK social networks declines

January 11, 2012 By: Dr Search Principal Consultant at the Search Clinic Category: Facebook, Google, Social Media, Social Networking, Twitter, Uncategorized, Yahoo, YouTube

Facebook’s share of the UK online usage has fallen by more than seven percentage points in the last year- raising concerns that it may have hit saturation point.Facebook share of UK social networks declinesThe social network – which is expected to make an initial public offering (IPO) this year – still attracted significantly more online time than its nearest competitor, accounting for 52.6pc of all visits to social networks in December.

However, Facebook has lost substantial ground since the previous December, when it took a 58.5pc share of the UK’s social networking market, according to data from Experian Hitwise.

It slipped 1.3 percentage points last month alone.

The decline has raised concerns that Facebook is running out of steam in the markets where it is best established, whilst its competitors gain ground.

“Facebook’s growth is levelling out,” said James Murray, market research analyst at Experian. “Because Facebook had such a clear lead, it was always going to be difficult for Facebook to maintain [its position]. It has probably reached near enough its maximum growth.”

The figures will come as a blow to the company, which has been investing heavily in extending its reach and enticing users to click on its adverts, ahead of its long-awaited IPO. Facebook is expected to float with a possible valuation of  £65 billion ($100 billion)- the biggest technology IPO ever.

By contrast, YouTube, the user-generated video site owned by Google, grew its traffic by 45pc last year.

It accounted for just over a quarter of all UK visits to social networks in December, putting it 7.4 percentage points ahead of the previous year.

“We’re expecting video to be even more influential as a marketing channel, and marketers will have to adapt their strategies to incorporate a multi-channel approach in order to secure customers both on and offline,” said Mr Murray.

Twitter and Yahoo! Answers also made gains, but remained tiny by comparison, with 3pc and 2pc of all visits to social networks respectively.

Google’s social network, Google +, did not register in the top 10 most visited social networks at all.

However, Google grew its share of search engine usage market in the UK, edging up from a 91.3pc share of the market to 91.8pc.

Microsoft, its nearest competitor, was a minnow by comparison. Its suite of sites accountted for 3.6pc of all search engine visits in the UK in December, whilst Yahoo!’s popularity for searches fell nearly a percentage point to 2.5pc.

Google and Facebook- top US websites in 2011

January 06, 2012 By: Dr Search Principal Consultant at the Search Clinic Category: Apple, Facebook, Google, internet, Microsoft, Technology Companies, Uncategorized, Yahoo, YouTube

Google was the most visited website with US users in 2011 but Facebook was not far behind according to market researchers.Google and Facebook- top US websites in 2011Nielsen suggests more than 153 million visitors clicked onto Google branded pages each month, as Facebook attracted close to 138 million visitors.

Yahoo came third with about 130 million visitors each month.

But analysts warned Yahoo’s tally might be at risk if young people continued to turn away from web-based email.

The study is based on data collected between January and October and included visits from home and work computers. It involved a sample from a global panel of 200,000 people.

Website                                  Unique visitors per month
1. Google                                        153,441,000
2. Facebook                                     137,644,000
3. Yahoo                                         130,121,000
4. MSN/WindowsLive/Bing                 115,890,000
5. YouTube                                     106,692,000
6. Microsoft                                      83,691,000
7. AOL Media Network                        74,633,000
8. Wikipedia                                      62,097,000
9. Apple                                           61,608,000
10. Ask Search Network                     60,552,000

Source: Nielsen

Although Google trumped Facebook as the most popular web brand, the search giant’s Google+ network came far behind Mark Zuckerberg’s site in Nielsen’s ranking of the most popular social networks and blogs.

Google+ came eighth in the list with 8.02m unique monthly visitors.

That also put it behind Google’s weblog publishing tool Blogger, as well as Twitter, Wordspace, Myspace, Linkedin and Tumblr.

Google’s YouTube was identified as the most popular destination for online videos, attracting more than three times the number of monthly visitors as the music video service Vevo.

While Yahoo maintained its position as one of the top three web brands, an earlier study cast doubt over its ability to retain the position over coming years as it’s email system faces a declining market share.