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Tuesday, March 29, 2005
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Independent Coffeehouses Understand Their Market
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Yesterday I ran into Valdis Krebs. Valdis is a well-known figure in the world of social networking analysis.
Seeing him reminded me to write about an intriguing trend. Look at this photograph to the left and tell me what you see that is strange.
If you see that everyone in it is looking at some kind of digital device, you're correct.
In today's environment, savvy coffeehouse owners are offering wireless Internet service to accommodate technophile customers like these, who wouldn't be caught dead without their digital appendages (OK, maybe that's a bit of an overstatement, but you get my drift).
And most of these technophiles insist that wireless access be free.
The photo was taken by Valdis on a recent tour of coffeehouses in Cleveland that offer free wireless Internet (wi-fi) service.
Valdis and intrepid bloggers/wi-fi enthusiasts/coffee-lovers George Nemeth and Steve Goldberg spearheaded the tour, which was last week. It turned into an all-day event. Our intrepid bloggers were met along the way by other local bloggers who stopped and joined in for a cup. The whole event was blogged and podcasted and captured in digital photos posted to Flickr. And captured in print by journalist Chris Seper (himself a blogger although on hiatus), in a Plain Dealer piece:
"They strapped on their notebook PCs, iPods, digital cameras and mobile phones (complete with wireless earpieces) and blazed through a dozen cafes on the coffeehouse circuit...." Valdis pointed out to me that with the exception of Panera, all the coffeehouses that offer free wi-fi are independents...local small businesses. Most of the chains charge for wireless Internet access. In this it seems that the local independent coffeehouses understand what their customers want, better than the chains.
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By Anita Campbell | Permalink |
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Monday, March 28, 2005
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Toward the Empathy Economy
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An article by Bruce Nussbaum in BusinessWeek suggests that the thing that will set American businesses apart in the future is their ability to provide great customer experiences. To deliver great customer experiences, businesses will need to hire people with right-brain skills involving creativity and design. "Quality-management programs can't give you the kind of empathetic connection to consumers that increasingly is the key to opening up new business opportunities. All the B-school-educated managers you hire won't automatically get you the outside-the-box thinking you need to build new brands -- or create new experiences for old brands. The truth is we're moving from a knowledge economy that was dominated by technology into an experience economy controlled by consumers and the corporations who empathize with them." He sees developing countries like India and China focusing more on cost-cutting and quality control efforts such as Six Sigma, "leaving U.S. corporations to build new business models around customer culture." Jobs in the United States, he predicts, will focus on right brain skills such as creativity and empathetic design, whereas jobs requiring inside the box thinking such as engineers will increasingly move offshore.
There's not anything new about the concept of the "experience economy," which has been around for several years. What is interesting, though, is the design connection. The writer suggests that artistry and design professionals will be in greater demand, and that design thinking is making its way up to the executive suite.
Hat tip Terry Storch for the link.
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By Anita Campbell | Permalink |
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Sunday, March 27, 2005
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PowerBlog Review: George's Employment Blog
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Editor's note: Welcome to the fifty-eighth in our weekly PowerBlog Reviews of business weblogs.
George's Employment Blog covers employment law and human resources. The blog is written by George Lenard, an attorney from St. Louis, Missouri, and Michael Harris, a Human Resources professor and consultant, also from St. Louis.
Michael has written an account of how the two met over coffee, got to know one another and then started to blog together. It's also a good article about the benefits of blogging.
This blog manages to stay focused on a niche, yet covers a wide range of employment-related issues that appeal to both lawyers and non-lawyers alike. George is experienced in writing for non-lawyers, as he also writes a column for the Hiring Center on Monster.com.
I love the way this blog lets the personalities of the writers shine through. The tone is conversational. It often has humor interspersed.
The blog is not above the occasional civilized rant, either, as in this post where George takes on a very legal institution -- class action lawsuits -- and undresses them down to their skivvies:
"OK, this blawg is my place to speak my piece (and Michael his), so once in a while I can rant a bit about things I hate.
I'm not opposed to the very idea of class actions, and will even concede they theoretically can serve a socially useful function.
But how they work in practice stinks for a number of reasons. One of which we'll cover today." (You'll need to read the blog to understand what George hates about class action lawsuits.) George says that he uses blogs for professional networking, for marketing, and for personal satisfaction. You get the sense that this blog is very much a creative outlet. Attorneys frequently are described as not being creative. I'm always puzzled when I hear that because some of the most creative people I know are attorneys.
Not only that, but I believe that the law blogs or "blawgs" are some of the most interesting blogs out there. They tend to be stimulating, broad-ranging and entertaining. So I asked George to explain this great mystery of life: why do so many lawyers blog, as compared with, say, accountants or doctors? Here is what George had to say:"Come on Anita, isn't it obvious? We are just so much smarter and more interesting. Seriously, many of us like to write and enjoy the freedom of writing whatever we want instead of what has to be written for our clients. Also, I wonder if many of us aren't more concerned with the need to develop independent professional identities. I suspect most of the blogging lawyers do not work for large firms, but are in situations where they are very conscious of the need to market themselves." In this comment George points out a nugget that I believe to be true: the biggest benefit from publishing a blog comes to small businesses and firms. Smaller firms have the most to gain from the marketing boost that blogs can bring. And they are usually unencumbered by bureaucracy and restrictions. They are freer to pursue their vision of what the blog can become.
When he is not blogging from his office, George blogs from a laptop on his kitchen table or a wireless-enabled coffeeshop.
The Power: The Power of George's Employment Blog is its superb treatment of a niche subject -- employment law and HR -- and its creativity.
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By Anita Campbell | Permalink |
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Wednesday, March 23, 2005
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Buying Sight Unseen a Growing Trend
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A New York Enterprise Report story profiles an Ecuadorian immigrant who came to the United States 30 years ago. He sold encyclopedias door-to-door at first, opened a furniture store six years later, and today is a multi-millionaire and CEO of 1-800-MATTRESS.
What a great illustration of the American Dream!
Just as interesting in a different way, is a little gem buried in the article about selling on the Internet. The founder's son talks about how people are getting used to buying things over the Internet that you might never expect could be sold sight unseen, such as mattresses:"...the Internet has benefited the entire industry, and retailing as a whole. It's just created an entirely new revenue stream and it's going to continue to grow.
We've found the transition into cyberspace pretty easy, because we've been doing a lot of remote selling, without any brick and mortar, for over 20 years. And I think that customers in general are getting used to buying things sight unseen. And we are working on improving the experience, the feel and texture of the product, through the use of images to help them even more." It's another chapter in the continuing saga of the growth of online sales. For instance, VeriSign reports that online commerce jumped an astounding 88% just during the 2004 holiday season over the prior year.
Not only are online sales growing overall, but as the quote from the New York Enterprise Report indicates, they are growing in categories you might not have imagined could be sold successfully online.
Small businesses can find untapped opportunity in this trend of willingness to buy more high-touch stuff online.
Online commerce keeps getting easier and within reach of small businesses. The cost of technology keeps coming down. The functionality keeps improving. And the technology gets easier and easier to use.
It costs less to set up an online store than a brick-and-mortar store, if you have reliable suppliers who are willing to do fulfillment directly to the end user. You also need to understand how to sell online (much different than in-person selling). And you need to understand technology.
But for those with the right business model and the right skill sets, they will find that consumers are increasingly willing to buy items sight unseen over the Internet -- even items traditionally thought of as needing to be touched and seen.
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By Anita Campbell | Permalink |
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