Customer Focus: Usability – Part 2

by Steve Jones

A good way to create a good customer experience is through the discipline of usability testing.

Usability can be defined as the “measure of quality when interacting with something”. This could cover a range of things from ATM’s to websites, retail branches to mobile phones. This interaction should be simple, engaging and enjoyable so (Usability means) that people interacting with an organisation or company can do so quickly and easily.

The most popular usability method is user testing, which is the process of learning about ordinary customers by watching them interact with a touch point. This involves observing a number of representative users, in one-on-one sessions as they perform set tasks. The facilitator watches what they do, listens while participants think aloud and looks for patterns of behaviour across participants.

User testing is not to be confused with a focus group. A focus group is about learning what people think by listening to what they say, user testing focus’ on how people actually use and interact with a product. Traditionally, market research is good for understanding how people think, but in order to create a good customer experience, we need more than that; we need to know how they will react when placed in a real-life situation. This is the part where the advantages user testing really shines.

There is a strong attraction to believe that there is some “magic formula” when it comes to creating a good consumer experience. This is definitely not the case and many industries and/or companies can easily slip into this trap. In 2003, the LA Times reported that a British academic had worked out the specific requirements for creating a box office smash. Apparently the movie had to consist of the following – 30 percent action, 17 percent comedy, 13 percent of good vs. evil, 12 percent of sex/romance, 10 percent plot, 10 percent special FX and 8 percent music.

As easily as one can be persuaded by such a simple formula, this doesn’t work in real life. The world is a tangled mess and full of real people who want to get things done and out of the way in the shortest possible time. In order to meet these needs, we must use a mix of research methods to understand their needs and because simply understanding needs are not enough, we need to understand their behaviours as well.

Researching usability helps to ensure that customer interactions are efficient, satisfying and useful; you simply cannot have a world class customer experience without it.

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How do Reality Television Shows Affect Children?

by Amy Nutt

There has been a lot of discussion lately on the relative merits of reality television when it comes to different people in society. There are a number of people that will argue that reality television is not good for children and there are many reasons that are forwarded to prove that point. Most of these reasons do not seem to be well thought out or logical however and to prove that point it is definitely possible to play Devil?s advocate and argue the reverse point. Namely, the point that reality television shows can affect children in a positive sense is one that is definitely worth considering and it is worth considering for the reasons that are given below.

Education

Reality television shows can often be an education, both for the people that participate in them and for the people that watch them. Of course, in most cases reality television shows are not really open to children and this means that children are left to watch the shows on television. These shows will show how people can react when put in high stress situations and the shows themselves can also show exactly how people can react when they end up scheming and plotting against other people in order to get to the top and be the last person standing.

People may scoff and put on a shocked demeanor when they come across these types of events in a reality television show, but only the most na?ve person would really think that none of these things spill out into real life. Reality television is given the name reality specifically because of the fact that a lot of these things go on in real life too in areas like schools, workplaces and offices. Watching the shows now will expose children to this type of behavior in a relatively controlled environment that will not directly affect them and therefore will give them a better chance of noticing and preventing such behavior when it starts getting directed against them later on in life.

Alternatives

What is available on television nowadays for children to watch? For children that are of a very young age there are of course cartoons and for children that are older there are the normal adult sitcoms and other shows that they can watch. But for children in the middle there really isn?t that much else on television for them to watch. Movies have become very violent and laden with sex and the same can really be said for many of the television shows that you can see today as well. Cartoons do not have the intellectual content necessary to hold the attention of most middle-age kids and therefore one could argue that there is a big void in their lives on this particular issue.

Then consider reality television. Since there are humans interacting with other humans in a real way of speaking, there is going to be a minimum amount of violence in most cases and in shows where there has been real violence a lot of it has been edited out. The same can be true of sex and if the show is on a cable network this is definitely going to be true in terms of the editing. So reality television is a relatively clean show when compared to many of the other things your kids could be watching and since kids want to watch television, reality television in many cases is going to be your best choice to give them something positive and educational to watch. These are both very powerful reasons to consider reality television as having a positive effect on your child.

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The Famous Names That Rose at Sun

by Mary Bush

Despite its brief history of just over twenty-five years, Sun MicroSystems’ record of eminent employees is a long list indeed. Some are long-standing staff who helped Sun accomplish its innovative advances in the technology industry. Others are people who have worked with Sun for a few years before moving on to do greater things with their own companies. Still others are computing pioneers who were brought under the Sun umbrella when Sun acquired their companies. Although there is not near enough space in this article to do give each of them their due, we can at least briefly examine some of the more distinguished individuals.

To start, the founding members of Sun Microsystems – Andy Bechtolsheim, Scott McNealy, Vinod Khosla – must be examined. Andy Bechtolsheim designed Sun’s first Unix workstation while still a graduate student at Stanford Universtiy in Palo Alto for the Stanford University Network communications project. In 1982, fellow students Vinod Khosla and Scott MnNealy joined him in founding Sun MicroSystems in California’s Silicon Valley. Bill Joy of Berkley joined them shortly after that, and is considered one of the company’s founders.

Vinod Khosla left Sun three years later in 1985 to join a venture capital firm as a general partner. Bechtolsheim left Sun in 1995 to found Granite Systems, a company developing high-speed network switches, which was bought the next year by Cisco Systems. Bill Joy remained at Sun until 2003, where he a primary developer of BSD Unix, the vi editor, NFS, the Java programming language, and was a leading figure in the development of Sun’s SPARC microprocessors. Scott McNealy became CEO of Sun in 1984 and guided it through twenty-two successful years of constant growth and innovation. He stepped down as CEO in 2004. Jonathan Schwartz took over the position, although McNealy remains at Sun as Chairman of the Board of Directors.

Other notable Sun employees include people who worked at Sun before leaving to start their own legendary businesses. Chris Malachowsky and Curtis Priem, for example, worked together at Sun for several years before leaving to found NVIDIA, the video graphics card giant. Jon Bosak of Sun led the creation of XML at the World Wide Web Consortium. Many former Sun employees ended up at Google, Inc. Peter Norvig, a Senior Scientist at Sun, is currently Google’s Director of Research. George Reyes, a former Sun Vice President, is Google’s CFO. And Eric Schmidt, the former Chief Technology Officer of Sun, went on to become CEO of Novell, and currently is CEO of Google.

Finally, many computer systems giants were brought into the Sun fold when Sun acquired their companies. For instance, Michael Widenius, the author of MySQL and co-founder of MySQL AB, is now associated with Sun Microsystems after Sun purchased their company in 2008. Mrten Mickos, CEO of MySQL AB, became a senior vice president of the database groups at Sun.

The role call could go on and on. In many ways, the list of names of people who have passed through Sun’s doors reads like a biography of computer science history. On the other hand, given Sun’s influential position within the computer industry and its long history of being on the cutting edge of computing innovation, its association with so many titans of technological history is not terribly surprising.

What Every Hobbyist Should Know About Vermont Crafting Shows

by Alix Montoya

More and more people are enjoying the extra benefits that their hobbies bring and I’m not talking about the countless hours they’ve enjoyed making their favorite products. I’m talking about the additional income they’ve been earning from participating in crafting shows and festivals in Vermont.

Research is your best friend during your first few steps in this venture and there is no better way to get access to different and relevant information than the Vermont craft show database. That’s right, there is such a thing. And all you have to do is find the nearest craft show and you’ll be on your way to a crafting success.

The Vermont trade fairs database offers you the most complete access to all the necessary information that you need to begin your crafting business. It contains all the where’s and the when’s of each and every show in the state. Not only that, it also gives you access to other insider info like competition rules or registration and application fees if there are any.

The database also allows you to plan ahead for many months in advance which is why it is an invaluable tool for anyone who wants to participate in Vermont craft fairs and festivals. It gives you the edge of being well prepared as well as enough time to spare for the things that matter most like your friends and family.

Everybody is realizing how easy the database makes their lives to be. It allows them to plan everything ahead of time and makes sure that they are on top of things. And they’re all so easy to use as well, so what can be better than that. You can make your life a lot easier by skipping the research step of your business and just let the Vermont events database do all those for you.

Try it for yourself, you’ll never know what might happen if you did. Your favorite past time just might turn into your favorite business and what could be better than that?

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Relocating Isn’t Easy – Here’s What To Do

by Tom Gaddis

As much as the government wants to deny it, we are definitely suffering because of recession. Because of the effect that it is having on our economy, many people are forced to relocate. Relocating in it of itself is very stressful. There are things that you will need to know before you make the move.

Remember the saying, “Those who fail to plan, plan to fail?” The ease of your transition will depend on your planning. One of the best approaches is to make checklists, so you don’t forget anything. You should have two checklists, one for the things you need to do before you leave your current location and one for all the things you need at your new location.

Many employers post job listings where you can actually apply for them right on the internet. They will respond to your email. There are ways that you can send your resume and fill out applications. Have your job landed before you relocate.

We all need a roof over our head. Although it is hard enough keeping up with your rent or house note right where you are currently, you still need to have somewhere to stay when you move. Saving money is very important, to say the least. You will need your first month’s rent and deposit.

There are all the utilities that you will need to have turned on, most of the time these require deposits. There are places online where you can find that perfect cozy little house that is suitable for you and your family. Get into contact with the utility companies to make sure that you know the deposit requirements.

If you are a parent, there are things that you need to line out with the school they will be attending. Get together their report cards as well as vital records. Find out whether or not the school requires you to purchase uniforms.

Talk to your children about the move. Remember, they will be leaving behind friends as well. Give them plenty of time to spend with their friends before the move. When you get to your new location get them involved in peer activity groups right away. This could be sports or something like the Boy Scouts.

Become familiar with your surroundings. Schedule a house warming party and invite anyone you know and a lot of people you don’t. Ask everyone to bring references and helpful tips as house warming presents. Give them little presents from your previous location as thank you gifts.

To help with moving have a yard sale, the less you have to move the better. Instead of canvassing stores for cardboard boxes invest in large plastic containers with lids. Not only are they great for the move, but you can use them for storage or toy boxes are your new house.

Now a great way to conserve on money and time is to invest in large plastic boxes with lids. These can be used for a variety of things. You can use them for moving, storage and even toy boxes. You don’t have to worry about tape and scaling the neighborhood dumpsters for cardboard boxes.

There are many things that you can do to make sure that you are prepared and it is all right there at your fingertips. The internet has all the sources that you need to find a perfect job, house, schools and local landmarks to make your relocation a little easier. Good luck on that relocation and happy moving!

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Affiliate Marketing and Opt-in List

by Anson Hall

As you may probably know, you can have a chance to make quite a lot of money by affiliate marketing. And you will need to use various tools when you are trying to make money. One of the tools is certainly your list.

The list is probably the most important asset an affiliate marketer has. And it is also very important for you to grow the list. Yet, you will need to learn the ways to grow it. You will also need to learn how you can pre-sell the affiliate services or products with your list.

In fact, the first thing you should be aware is that you should never spam the others. To this end, you will not send emails to people who do not subscribe to your list themselves. Spamming will never help you to make more money.

The point here is that you will need to build your own list. Of course it will be impossible for you to build a really large list in a relatively short period of time. However, you can try to give out some free reports in order to gradually build the list.

You will need to have an autoresponder. You may wonder why you will need such thing. In fact, a autoresponder can help you to verify the email addresses given by the visitors. On the other hand, it will help to make sure that the visitors know what they want to get by confirming the email addresses.

You may want to know how you can get an autoresponder. The fact is that you can get it easily on the web. You can just search for it on the internet and you will be able to find a few autoresponders easily. Of course you will need to spend some money in order to use the services.

There are affiliate marketers who may consider purchasing an email list. However, you should never do that. This is because the people in the email list may not want to get the information you offer. They may not open your email because they are not interested in it. And you will not be able to make money with such a list.

It is very true that you need to work hard to grow your list. In fact, you will not be making money with affiliate marketing if you do not work hard. Yet, if you can work really hard to build your list, you will be able to become a super affiliate eventually.

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SMC Scam ?

by Hot Biz Ghost Writer

SMC, Specialty Merchandise Corporation Revisited

Update on SMC, Specialty Merchandise Corporation.

Well now when I wrote my first review on SMC, Specialty Merchandise Corporation, I found, what I thought to be “bad” about SMC, Specialty Merchandise Corporation, was there was a huge about of people who were trying to do the same thing all of them flooding the market with low return products that because of the huge amount of product no one could sell.

I have since found that the happy little SMC,Specialty Merchandise Corporation, isn’t so happy after all.

I have found on other sites a couple of not so nice stories I would like to share with you.

SMC (Specialty Merchandise Corporation) complaint by Lanore Jan 31, 2008

I have had nothing but problems with SMC corp. I filed a complaint with BBB now they are holding our website hostage and blackmailing us until we do what the company wants. we have tried calling and multiple solutions for this company and they will not give us a response refuse our calls transfer us and no one seems to be able to help get the issue resolved. we received broken products and upon a return were not given the proper information.our business has suffered and we are ready to give up I hope no one works for them have seen several complaints of people with same problems

SMC (Specialty Merchandise Corporation) complaint by Category Feb 20, 2008

After seeing the SMC ad on TV I decided that I would look into this and see if it was for me. After receiving the materials and looking them over, I decided that this was not something that I was interested in.

After a total of about 3 hours on the phone trying to get ahold of a real person to get information regarding this return and being unsuccessful, I followed the recorded directions on sending back the materials.

I sent back all of the materials, insured, and with a tracking number to the address they told me to send it to. I did all of this within the 30 days that they allowed.

For the next four months I continued to be billed for my membership and received a letter saying that my tracking number was not valid (which of course put me now beyond the 30 days allowed). I called USPS my self and confirmed the tracking number and was told the date and the name of the person that received my insured package at SMC in California so my tracking number was valid and they were playing games.

I took this information to my bank and they reversed all of the charges and I changed my bank account card number to prevent any further automatic withdrawals from this company.

Now they have sent me to collections and I am unable to get a hold of anyone to help resolve this matter, so I too will be going to the state’s Attorney General, BBB and anybody else that will listen.

If anybody has a valid address for SMC will you please email me at celeste98443@yahoo.comThis e-mail address is being protected from spam bots, you need JavaScript enabled to view it.

Wow!! Looks to me as if SMC,Specialty Merchandise Corporation, has turned into one more of the internet scams.

So watch your credit cards if you ever have anything to do with them.

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How to Survive Recession

by Caesarea Howard

In a recession all small business owners need to be alert, keeping a watchful eye on their enterprise.

So, what should they scrutinize?

What is most significant? What should they strive to achieve?

Is extra ‘sales’ or ‘turnover’ or ‘profit’, one of your answers? You’ve made a mistake! – The most significant is ‘cash’.

It could be silly or unlawful to trade without revenue, but it is impossible to deal in business without cash.

As crisis starts to bite, there will be sufferers; weak or susceptible businesses will go bankrupt.

Amazingly profitable businesses with robust business models will also go bust; despite their sound business, it will be the lack of cash that pushes them over the edge.

So how do you increase your profits during a recession? Most small business owners will say “The best way to increase profits is to sell more, do more marketing, make more sales”… “by reducing prices we can win more business”.

Invariably incorrect. This is the method to turn into a busy fool. Do yourself and your family a huge favour! Relax and use 10 minutes playing with the numbers. (or ask an accountant to do this with you). Look at how much additional revenue is generated by a 5% or a 10% price increase. It may be 30 or 40%. Yes, you might lose some business, but overall it’s likely your revenue will be higher….., your workload will be reduced.

Pay attention to the value you offer to your clients/customers, this can be making things handy for them, providing quality, offering excellent customer service – all these services matter to customers much more than just cost.

So getting back to what matters you need a system to tell you what your position is – to forecast if you are going to run out of it, we are talking of course about the Crosby, Stills and Nash’, the ‘for mash get smash’, the ‘Arthur Ashe’, the ‘bangers and mash’, the ‘jumping Jack Flash’: that’s right – cash.

1. Updated Accounts are required – every week, or at the very least once a month (not once a year) – it is your business. Therefore, it’s your responsibility to identify what you owe, how much you are owed, how much you have got and how much you are going to need.

2. Do a cash-flow forecast – think carefully about how often you need this, every quarter/month/week. Failure to do often enough to keep you in control is inexcusable. Your accountant can help you or you can find a book on Amazon, also find or build a simple excel spreadsheet that you can use to track your cashflow.

3. Be specific about your terms and conditions in your initial agreement and on all invoices.

4. Check new customers for credit worthiness – the internet makes this straight forward – and watch them until they have proved to be reliable.

5. Have a system for invoicing, following-up and collection. Be reasonable but be firm. Talk to anyone who owes you money. Listen. Be clear and be firm. It is your money that they owe you. Here’s a simplified version of the process we have, but you will get what I mean:

Day 1: Provide invoice as soon as work has been completed

Day 7: Ring up the right person to confirm receipt of invoice; confirm that you are expecting the invoice to be paid on the appropriate date.

Day 14: Polite email if no payment received “We are sure that payment is on its way to us but just in case it has been overlooked”

Day 20: Phone call “re outstanding payment”, asking when it was due to be paid

Day 25: Send a letter outlining the communication to date (including their so-called promises to pay) and explain that you can call within 48 hours to find out how the issue will be resolved

Day 27: Phone to confirm payment has/is going to be made and when it can be expected.

Day 30: Send letter including the ‘Statement of Account’ and ‘Terms and Conditions’ they agreed to and saying what you intend to do next.

The ‘what to do next’ bit can be difficult. You should weigh up how much the client is worth for you , and how they may respond. You can say you will refer the issue to a lawyer, and a straightforward lawyer letter shouldn’t cost much. After that it may be time to threaten Court action, or to issue a statutory demand (the form can be found on some websites and costs free). You might come to a decision that the client is valuable to you, and you would choose to give a little longer. Keep in mind though – that is your money!

The whole process educates your customer that you mean business and that you are not the supplier to string along.Often it is the case that if they are allowed to take advantage – they will!

If you are polite and firm, and explain that you are simply following the process they signed up for, then there’s usually no problem.

If it is a problem, think twice if you want trade with an organisation that doesn’t keep its word and tries to keep hold of money that belongs to you!

6. Keep cash on your hand as long as you can. Here is the other side of the coin! You could delay payments owed to your suppliers. Bargain more favorable payment terms & conditions. Understand that not paying suppliers when cash is tight could be a very temporary way out, leading eventually to failure. If something in the business has gone wrong in the beginning eg lack of revenue, there should be information to hand to warn you that.

7. Get yourself a good accountant! Having information to hand on profit and loss, balance sheet and cash flow is something many small business owners ‘get by’ without. Do this at your peril!

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What You Need to Know About Truck Insurance

by Steve Turner

If you are looking for commercial truck insurance, you can look to a number of different companies here in the United States. Of course you want the cheapest insurance possible, but there are many different factors that insurers consider as they decide on the price they will charge you. While all of these factors can’t be changed, some of them can be tweaked to give you a better price.

Among the factors considered while assigning you an insurance premiums is the risk you have of getting in an accident, the amount of risk your cargo poses to others, and your risk to be financed. Every truck driver or company must have truck insurance, it is the law. It is wise to compare companies, or have someone help you compare to insure that you are getting a good deal.

A factor that many people don’t consider is the age of the driver. Some people think that the older the more experienced, but recent studies have shown that as the driver passes a certain age, his chances of actually being in a wreck actually increase. Because of this it is a little more expensive for an older person to have insurance than a younger one.

Age, however, is much different than the skill level. If you have years of experience with the same company you will often be rewarded by a heavy discount. This is usually calculated with the number of years a driver has with his current employer.

If you have been with one company for a long period of time, you will be able to afford more insurance than if you were new. In fact, there are many drivers that have no choice but to drive with less insurance than they want, simply because they cannot afford more.

On top of the factors insurance companies consider about the driver himself, they will also factor in a number of outside variables. The quality of roads and weather contributes quite heavily to the amount of money you will pay each month. For this reason, you can expect to pay less money if you live in a temperate area with well maintained roads.

The other main aspect an insurer considers is the cargo you carry. Because the insurance plan covers your cargo as well, you will be charged more if your cargo is very valuable, or would be expensive to replace. This is why it is expensive to insure expensive things.

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A Small Business From Your Hobby in Wyoming

by Alix Montoya

Are you the kind of person who spends meticulous hours trying to fashion the best crafts with your hands? Well, you might want to know that this hobby of yours can be more than just a favorite past time. That’s right because in Wyoming, there’s a lot of people who enjoy these kinds of crafts for themselves. And this is a great opportunity for you to make some money out of it.

If you are looking for a separate way to have some additional income, then opening up a booth and displaying your hand crafted products just might be the business that you need. Think about it, what better way to spend your idle hours than to use it for making products people are sure to enjoy.

So you’re thinking that opening up a booth and announcing a business is full of high risks, huh? Well it doesn’t have to be. You know why? Because you are going to have all the tools you need. You have the time to make worthwhile trinkets, you have the passion to make sure they are the best, all you need now is the simple how-to’s of actually opening up shop.

You might be thinking that you need to scramble for the phones and drop a line to the experts just to get behind the scenes information about the latest crafting shows in Wyoming, actually you don’t have to. Because now there are available resources on the Internet that can give you everything you need.

Dates and times, venues and contest rules, entrance and application fees, all these are available from helpful from an Wyoming crafting trade fairs and festivals database and all you need to do is find a service. And it’s easy too, just Google a couple of keywords and your on your way to becoming an event expert.

But don’t just take my word for it. Go try it for yourself, you’ll never know what the future holds unless you grab your doilies, homemade cookies, or whatever it is that you love, and head on down to the nearest Wyoming crafts show and make a name for yourself in the world of crafting fairs and festivals.

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