It’s nothing personal….
I recently received an email from a loyal OGaugeWatch reader about my negative comments/rants about MTH and the poor job they’re doing managing their web presence. Because of these comments the reader assumed I was bashing MTH because I’m not a fan of MTH. The person also commented that it was unusual to read personal opinions on OGaugeWatch because I usually just post about the news leaving my opinions aside. I feel compelled to clarify both comments to clear the air.
Click on the link below to read on
Make no mistake about it, I’m a big fan of MTH products. The other O Gauge manufacturers make great products but, as a consumer with limited resources the reason is quite simple, I feel MTH offers the most value for the precious few dollars I have to spend on my hobby. MTH offers starter sets and great looking non-scale locomotives at reasonable prices with an operating system and sound package already installed that 1) is the same operating system and sound package installed on their high end scale products 2) has great sounds 3) instantly offers a lot more functionality when I purchase and install their DCS control system (I have) and 4) doesn’t carry a premium (especially the low end products) for a well known brand name like Lionel products do.
So if I like MTH products why have I been ripping them over the past week? I’m an Information Technology professional by trade and ever since I started OGaugeWatch I’ve been astounded by way the major O Gauge Manufacturers have executed their web presence. Lionel probably does the best job of it.
Now, I’ll be the first to admit the universe that makes up the O Gauge market is small and marketing dollars may not be as readily available to the companies that play to that universe. But with today’s technology it doesn’t take much to have a web site designed with a look and feel that is presentable and showcases a company and products in a positive light. During my 3+ years of writing OGaugeWatch MTH has done nothing to improve the look, feel and performance of their site. MTH did finally add video of their products and they do send out a decent looking news letter and actually offer a lot of neat things through their site, more on that in a bit.
I’m no marketing expert but it is a proven fact that the best way to market to a small niche market in the 21st century is through the web. Developing web communities, showcasing products with on-line videos, making catalogs available and searchable on-line, keeping consumers up-date with the latest news about upcoming products or problems are all easily accomplished with a quality web presence. So you may be saying to yourself, wait a minute, MTH does all that on their web site, right? Believe it or not they do and more but the execution stinks and here’s why.
Go to MTH’s home page and pretend you are somewhat unfamiliar with MTH and want to find out more. Really, click on this link and arrange your screen so you can see the MTH home page before you read on. Ok, remember, pretend you’re unfamiliar with MTH and want to find out more without having to hunt and peck for information.
- Can you easily obtain the fact that one of the things that makes MTH products so cool is their Protosound2 and DCS technology? No.
- Can you easily see that their latest catalog was released in 10/08 or that they even have catalog? No.
- Can you easily discern the difference between the family of products that make up the MTH line and what they are all about? No.
- Is it readily apparent that MTH has a decent library of videos showcasing their products? No.
- Is there anywhere on the page that even hints at the perks you get by joining the MTH Railroaders Club (or that the club even exists) like special offers on products, a members only club website and that members can even build their own website/blog on MTH servers? Absolutely not.
- Is it apparent that MTH offers consumers the ability to create an email address with an MTHTrains.com address or that consumers can create a wish list and collection tracker on the web all for free? No, no and no.
- Can you easily tell that you can actually search MTH dealer inventory to find a product? No.
- Does the website look like that of a company that is one of the 2 leaders of the market space it competes in? No.
I could go on and on.
MTH has apparently thought long and hard and spent hard earned dollars on deciding what to offer their consumers (and dealers) on the web but they have not even come close to realizing any benefits from the time and money invested because their website showcases none of it. Lots of potential, pitiful execution.
Hopefully that gives you a clearer understanding why I’ve decided to inject my opinions about how MTH is poorly managing their web presence into news items that prove that point.
Want an example of a great looking, well executed site that let’s you know all about the product offering without a lot of hunting and pecking? Click here.
Let me know by leaving a comment below if you have any other great examples of well executed sites regardless of the product or business.
By the way, I do, from time to time, offer up some opinion on OGaugeWatch. Click here for some prior examples.
No related posts.
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15 Responses to “It’s nothing personal….”
Re: “It’s nothing personal…”
Dear Sir:
I think that your post is spot on. As someone who recently rediscovered my love of O-gauge trains, I’ve been consistently disappointed in the MTH (and most other train manufacturers’) website. I find it difficult to navigate and not very informative. For quite some time, I found many pages had faulty links leading me into the outer darkness.
I am puzzled by the apparent disconnect between the innovative, high-quality approach of MTH’s manufacturing and the spartan web approach. Odd that MTH is visionary in product design yet appears to be myopic in the value of a great web presence.
Kudos for the suggestion to look at the site from the perspective of a first-time viewer. Frankly, all organizations should periodically revisit their physical plant and web presence from the naive perspective.
Keith
Rev. F. Keith Stirewalt PA-C MBA MDiv
Posted by: F Keith Stirewalt | Jan 7, 2009 at 7:58 AM
Welcome back to the hobby Rev. Keith and thanks for reading OGaugeWatch.
Posted by: Dave | Jan 7, 2009 at 7:18 PM
Dave,
Here are my thoughts:
http://stdgauge.blogspot.com/2006/02/yet-again.html
Pretty much the same as yours but I’m a little less giving. The web presence still has a long way to go and most of the train companies are stuck in the 70’s when it comes to marketing.
Marc
Posted by: Marc Kuffler | Jan 10, 2009 at 11:02 AM
Well, last time I heard, everyone is entitled to their own opinion. I may or may not agree with it but I’ll fight along side of them for their right to express it.
Chuck
Posted by: Chuck | Jan 19, 2009 at 2:14 AM
I just stumbled on your blog, trying to figure out who the companies are and what they offer.. I ended up on the MTH page, and was completely lost. I am about to begin a large train project with my dad and am really behind with all the companies. All the icons at the bottom of the page are very confusing. What are their high end products? What are their cheaper products? A few logos don’t help me understand where I should click if I’m looking for modestly priced kits for example… I don’t even understand everything MTH does, but I’m closer thanks to this post!
Posted by: Doug S | Jan 21, 2009 at 6:14 PM
@Marc - It’s amazing that the website has been so bad for so long.
@Doug S - Glad to here you’re embarking on a large train project. MTH products are really nice especially if you are looking for some lower end products to get started that you will run and sound great on a larger layout running MTH’s DCS system.
Posted by: Dave | Jan 21, 2009 at 8:29 PM
Here are comments I received by email posted here with the sender’s permission….
Dave,
I also think you were quite harsh in your criticism of the MTH web site. It may be obvious to you as a IT Professional, the problems MTH has with their web-site but for the average person I don’t think it is as much as a problem that you think. I think your IT Professional bias put too much emphasis on the need for a good web site as opposed to how important or non-important a web site is to the majority of us in the O Gauge hobby.
Any organization with a web site need to balance the cost versus benefit of maintaining that site. I can only assume that MTH has evaluated this and decided that their business would benefit more by spending their limited resources on other items like research & development or new tooling. As the top O Gauge manufacturer, this decision making process may be one reason for their business success.
I believe you could have been much more effective if you had written your opinion as “The MTH web site could be even better if it…..” like Classic Toy Trains does whey they evaluate a new product as opposed to “Whoever is responsible for the MTH web site is really stupid and these are the reasons why….”.
I had hoped your respect and admiration for Mike Wolfe and what he has done for the O Gauge hobby would prevent you from speaking to him in this manner but if I was him, I would be personally offended by your criticism.
I’ve always considered OGaugeWatch to be a source for unbiased reporting but your rant against MTH has really upset me. Most of your opinion examples were clearly labeled as opinion in the title but did not have the mean spirit I felt in your criticism of MTH web site.
I hope you reconsider how this may have affected OGaugeWatch readers who are not as sensitive to Web sites as an IT Professional like yourself and perhaps apologize to us and MTH. You could conduct a public survey via OGaugeWatch to see if my opinion is in the majority of all OGaugeWatch readers before you consider apologizing.
Dennis
PS… On thing I did respect you for was publishing in OGaugeWatch the fact the other O Gauge hobbyists were offended by your criticism. However this respect was quickly negated by your attempt to defend your opinion by saying that even though MTH is a great O Gauge Manufacturer, this doesn’t excuse MTH from having a terrible web site and incompetent web-master.
I think this is the approach Classic Toy Trains takes when they evaluate products and find issues
Posted by: Dave | Jan 21, 2009 at 8:31 PM
Well, we all experience this when we make negative comments about someone’s favorite model train company on the internet. Some people are overly sensative and it gets rather comical.
If on the other hand, one’s comments are without warrant with some goofy agenda or maybe their intent is to just to stir a pot, then yes, one could say it is train bashing. But, in the end, it’s merely paint, metal, and plastic formed to entertain us.
Posted by: John Long | Jan 25, 2009 at 10:19 PM
@ Dennis via email, I don’t think it really has anything to do with cost analysis, it has to do with displaying their product in a way a novice like me could figure out what products are what…. A splash of logos really don’t help me. I need to know what is the top of the line with a tree down from there… This is basic stuff, not really IT level stuff, my dad a train freak and he goes crazy navigating their site.
@Dave, thanks for the info, were a few weeks from starting, and the layout is huge a room 20×30 feet or so, and the whole room is the layout…. So for me it seems huge, we’ll see… and I don’t think you are bashing MTH I think you are trying to prod them to building a better site!
Posted by: Doug S | Jan 27, 2009 at 1:04 AM
Dennis, your comments are typical for an MTH fan. Nothing bad is to be said of Mike Wolf or MTH. I do not like him nor his trains. And he has done nothing for this hobby but alienate many people.
Wonder if he will sue me for my comments?
Posted by: Mike | Mar 15, 2009 at 6:33 PM
I have to agree with Dave here. Try to purchase a replacement smoke wick from the MTH site. You have to provide personal information, including credit card numbers, before you are finally launched into the outer darkness with idea where your information went. Very unprofessional.
Posted by: Jon V. | Mar 16, 2009 at 3:37 PM
My first time at this site, very refreshing. I’ve returned to O gauge and was quite puzzled at the poor, primitive web sites. Who is MTH? Their site made me think they were a garage operation. Can’t Lionel take pictures that aren’t blurry? All they are doing is inviting some new marketing savvy competitor to jump in and take control. Ask GM about Toyota.
Posted by: Ron H. | Apr 28, 2009 at 1:51 PM
MTH waste opportunities too sell direct because of their very poor website. Also as a 2-railer, they don’t seem to cater for this side of the hobby any more.
Shame on you, MTH - pull your socks up !
Posted by: Don Gilham | Dec 3, 2009 at 8:32 AM
@Don, MTH recently updated their site with a new look. Go to http://www.mthtrians.com to see it. It’s a big improvement over the old site. It’s true that MTH’s focus is 3-rail but most all of their new Premier line locomotives can be converted to run on 2-rail. I don’t have any experience with the conversion but their catalogs claim it is fairly easy.
Posted by: dhartmann | Dec 16, 2009 at 6:54 AM
Fifty years ago, I had a Santa Fe Super Chief. Fifty years ago, there were no websites.
That original SFSC died long ago, and only now have I decided to begin easing into the hobby. And while all websites are not created equal, the majority of model railroad sites (commercial) is downright pitiful. It’s pretty obvious their marketing budgets don’t include the internet.
I have no expectation of any website to present an out-of-this-world experience. BUT! The entire purpose of the website is to present to a global audience, and in the case of product marketing, to provide solid, sufficient information for potential customers. In most cases, all of the sites fell way, way short. I am looking because I will most probably buy - but end up dismayed and confused.
While Lionel will always have a place in my heart, their web presence is horribly inadequate. Fuzzy pics??? What the….!Also, few specs and shear confusion on parts and pieces - especially in power and trackage. And what is with this tiny, center of the page, separate scroll bar presence? Most folks have 17″ of monitor real estate. Why would Lionel choose to only use half of it? At least, the look is standardized across all pages - but tradition and technology CAN exist together!
For MTH, good grief. I keep hearing they are the premier company and that their technology is rocking - yet their website tells me they are confused when links bounce all over the place. And are there zero “clubs” west of Chicago? Why is there no standardized look and feel?
I didn’t know anything about MTH until I decided I wanted to purchase the re-release of the Santa Fe 2243’s. Of course I searched the web looking for info. Info like prices, release dates, availability dates - - - who, what, when, where and how much?
Based on all the stuff I found across the web, I’m thinking MTH is spending too much time in a court room and not enough time running their business. MTH has some great ideas - but they seem distracted (obsessed?) with beating down Lionel.
Most probably I will end up with many, many wasted dollars buying product that really isn’t what I thought it was. FWIW, GarGraves, AtlasO…their websites also fall into the “what a mess” bucket.
Websites are not rocket science.
In conclusion, maybe if Lionel and MTH stopped spending their bucks on lawyers, they might have some money to spend on expanding their market share. Ya know, maybe in Kansas….or even down here in Texas!
Posted by: Mark | Dec 30, 2009 at 11:06 AM