Wednesday, August 19, 2009

4 Ways to Gain Customer Loyalty (Entrepreneur.com)

4 Ways to Gain Customer Loyalty

Stand out on the cheap with superior customer service.


URL: http://www.entrepreneur.com/management/leadership/leadershipcolumnistraysilverstein/article202956.html

I recently dined at a very old, very famous restaurant in Chicago. I’ve been pondering the subject of customer service ever since.

This restaurant--let’s call it The Old Gray Mare--was once the gold standard of American seafood restaurants. It was celebrated for its outstanding menu, classic decor and responsive service. When you made a reservation there, you could count on having an exceptional evening.

This time around, it was anything but. Thank goodness I had a lively dining companion; otherwise the evening would have been a total disaster. The decor was outdated, the food was average and the wait service was slow and unresponsive. The Old Gray Mare--she ain’t what she used to be.

This is a perfect example of what not to do in business. Don’t take your customer or market position for granted. Don’t let your service capabilities slide. Don’t coast on your reputation while allowing your brand to deteriorate. Inevitably, it will catch up with you.

Evaluate Your Business
What is your customer experience like? Are you “wowing” key customers with personalized service? With so much business occurring online, wows aren’t easy to come by these days. To make your company top of mind, you must find ways to build vibrant personal customer relationships, even in the digital age.

It’s not enough to provide decent service--that’s expected. Poor service certainly will get you noticed--but with negative results. Case in point: you won’t find me at The Old Gray Mare ever again.

Your brand is only as good as your last touch with the customer. While small businesses don’t have the marketing dollars to create major brand awareness, they do have the ability to craft a brand in their target market by providing service excellence. That’s how you achieve top of mind. That’s how you earn last look on proposals.

4 Ways to Gain Customer Loyalty

  1. Ensure you have the right people. If you’ve been tolerating an unenthusiastic service representative, get them out of that role ASAP. They’re hurting your business. Remember, there is plenty of talent to choose from right now.
  2. Offer a customer service refresher course. Get your employees focused on your customers. Put incentives in place and recognize above-and-beyond service.
  3. Review your workflow. Look at your processes from your customers’ point of view. Are you inconveniencing customers because of systems limitations?
  4. Listen to customer complaints. Fix problems fast and bend over backwards to make things right. Customers can do you a huge favor when they offer valid, eye-opening feedback, even if it’s not what you want to hear.
The current business environment is difficult, but now is the time to enhance your customer relationships. When things improve, you’ll reap the harvest. Providing great customer service is not expensive, in fact, it’s cheaper since it spares you the labor of making corrections, issuing credits, mending fences, etc. But, most importantly, you’ll keep your customers coming back.

We are always eager to land new business, but now’s the time to focus on retaining existing customers, too.

Ray Silverstein is the president of PRO: President’s Resource Organization,a network of advisory boards for small business owners. He recently took his own advice and expanded his business to include The PRO Alliance, the peer group experience, minus the peer group. Silverstein is also the author of The Best Secrets of Great Small Businesses.

Monday, August 17, 2009

Small-Business Stimulus Loans Off to Slow Start (NYT)

Small-Business Stimulus Loans Off to Slow Start

Small-business owners hoping for some assistance of the sort given to the nation’s biggest banks applauded when the Small Business Administration unveiled a lending program in May.

Washington officials and some lenders predicted that the program, providing emergency bridge loans as part of the economic stimulus package, would save jobs and provide a lifeline for vulnerable businesses. Many in the banking industry expected it to be fully subscribed in months.

But the program is off to a slow start, and many banks, including some of the largest, appear reluctant to take part.

With $255 million, the program is prepared to make about 10,000 loans of up to $35,000 each. As of Monday, the agency reported that only 1,127 loans, totaling $36.8 million, had been extended.

While the agency maintains that the program is on track, some in the banking industry say the banks are moving slowly because they have little incentive. “There’s not a lot of profit motive in a $35,000 loan stretched over six years,” said Paul Merski, chief economist for the Independent Community Bankers of America, a trade association.

Bob Seiwert, of the Center for Commercial Lending and Business Banking at the American Bankers Association, says “stringent underwriting standards” will require as much work as larger loans, making these even less economical.

Alex Cooper, a counselor at the Pima Community College Small Business Development Center in Tucson, says he has helped nearly 30 clients apply for the loans. None has received one.

“It’s a disappointment,” said Mr. Cooper. “I thought the banks would be more interested in the community and try to help small businesses.”

Under the program, known as America’s Recovery Capital, a business owner applies to a bank for a loan and, if approved, can use the proceeds to retire existing debt. The borrower pays no interest on the new loan.

Instead, the Small Business Administration pays the bank two percentage points over the prime rate. After a one-year deferral, the borrower repays the loan over five years. The agency will repay the lender in case of default.

At the current rate, the program could have loans available through September 2010, when it is set to expire. “We like the fact, actually, that they will be spread out over time,” said Karen G. Mills, head of the Small Business Administration. “We have no doubt that we will make 10,000 loans.”

Not surprisingly, small-business owners are less pleased with the slow pace. Among the frustrated applicants is Mark Rusin, a client of Mr. Cooper’s whose restaurant business has fallen precipitously in the last year.

Mr. Rusin bought a franchise location of Uno Chicago Grill north of Tucson in April 2007 for $3.2 million. He dropped the franchise agreement because of fees and restyled the restaurant as the Loop Taste of Chicago.

Then came the recession. As the snowbirds left for points north this spring, sales tumbled. June revenue was $72,000, down 28 percent from a year earlier. “I’m bleeding out to the tune of 10 grand a month right now,” Mr. Rusin said. One of the new loans, he said, would see him through the next couple of months.

Part of the problem for borrowers like Mr. Rusin may be that Congress restricted loan eligibility to companies that are simultaneously struggling yet viable. That means the business must face an “immediate financial hardship,” meaning a 20 percent reduction in a critical operating number, such as revenue.

But the company, which has to have been in business at least two years, also has to have shown positive cash flow, if not an actual profit, in one of the last two years. It also must do a two-year cash-flow projection to show it can repay all its obligations.

The effort required to verify all of this probably explains why those banks that are participating in the program are lending primarily to existing clients. “From a financial perspective, it really is a loan that makes sense for an existing customer,” Mr. Merski said. “You’re not going to have to put out a lot of resources to do a very costly underwriting. You know the business.”

Mr. Rusin was fortunate in that the lender holding a first position on his commercial mortgage, M & I Bank of Milwaukee, is participating in the program. He hoped to use the loan to pay his vendors. But soon after he submitted his application, Mr. Rusin said, the bank told him he could use the loan only to pay down the earlier debt owed to the bank.

M & I ultimately denied Mr. Rusin’s application. The bank, he says, told him that was because his business had failed to show a profit in either of the previous two years, despite the more forgiving guidelines of the program.

M & I Bank declined to comment on this, citing privacy laws and its corporate policy.

“The guidelines are just that, a guideline,” said Mike Stamler of the Small Business Administration. The agency and the banks, he says, have the flexibility to deny an applicant that meets the guidelines — or approve one that does not, as long as the loan is deemed “reasonable.”

It would appear that banks like M & I are using that flexibility more to deny than to approve loans. For example, Wells Fargo, one of the largest Small Business Administration lenders, has received 700 to 800 completed applications, said Tom Burke, the senior vice president overseeing small-business loans at Wells Fargo, but has approved only “several dozen.” (As of Monday, the agency said it had in turn blessed only three of them.)

“What we’re seeing,” Mr. Burke said, “is a lot of people who are incredibly leveraged, and it’s very difficult for them to pay back their existing debt, much less take a new one.”

Mr. Seiwert of the American Bankers Association and Mr. Merski of the independent bankers group say banks are lending conservatively because they fear the agency will renege on its guarantee.

“While the loan is 100 percent guaranteed, it’s only 100 percent guaranteed if you follow all of the underwriting guidelines, and some of those guidelines are very fuzzy,” Mr. Seiwert said. “If you miss one, you put your whole loan at risk.”

Ms. Mills of the small-business agency acknowledged that there had been tension over guarantees but said that issue had largely been resolved. The agency, she added, honors its guarantee in “95 percent of the cases, and we’re fairly quick about our turnaround as well.”

The leaders of the small-business committees in Congress do not criticize the banks. Mary L. Landrieu, Democrat of Louisiana and chairwoman of the Senate committee, said through a spokeswoman that she understood their reluctance to lend to struggling firms.

Nydia M. Velázquez, Democrat of New York and chairwoman of the House committee, accused the small-business agency of failing to establish the program within the 15 days that Congress demanded and of failing to reach out to banks. But Ms. Velázquez, who has claimed some credit for inserting the lending provision into the stimulus bill, said through a spokesman that she expected additional lenders to participate “as they learn more about the program’s incentives.”

Ms. Mills of the agency agrees that more banks will sign up. But she defends the time spent establishing the program. The new loans “have a much higher risk profile than what the S.B.A. usually does,” she said. “So we have taken great care to be good stewards of the taxpayers’ money.”

Mr. Rusin, for his part, remains optimistic. He persuaded one of his lenders to defer payments on a loan, saving himself more than $50,000 in the short term. Even before getting the deferral, Mr. Rusin insisted that once construction near his restaurant was out of the way and the recession was over, “I should be in pretty good shape here.”

As if on cue, a couple finishing an early dinner headed toward the door. “You’ve done a wonderful job here,” the man said. “It was the taste of Chicago.”

Thursday, August 13, 2009

5 Questions to Ask Your Web Developer (Entrepreneur.com)

A very relevant article considering that most websites in PR are poorly designed and do not meet industry standards. For example, Banco Popular's website lacks the industry's generally accepted usability standards.

5 Questions to Ask Your Web Developer

If you want your site to work--and keep working--consider these factors before you build it.


URL: http://www.entrepreneur.com/ebusiness/buildingawebsite/article202862.html

Building a website can be a lot like putting together a jigsaw puzzle--sometimes the picture looks good, but when you look closely, pieces are in the wrong places. A website might function, but as soon as you make a change or an update, the picture falls apart.

How do you avoid hiring a designer or developer that builds a website like this? Here are some questions you can ask and some feedback to help you understand their answers.

1. What web standards do they follow?
This is a great question that will fluster someone who doesn’t have standards. What are web standards? This is the way of designing and coding a website that allows the website to grow with technology and the web visitor. This means using clean code and technologies like:

  • CSS (Cascading Style Sheets): a simple mechanism for adding style like fonts, colors, and spacing to web pages
  • XHTML (Extensible Hypertext Markup Language): a markup language that has the same depth of expression as HTML, but also conforms to XML syntax
  • ECMA Scripts: the standard version of JavaScript used on most web browsers.

You don’t have to know how to write the languages; you just have to know what the standards are to understand the answer.

A simple way to help you connect to this question is to remember that people online don't all use the same web browser or operating system. Designing and developing to standards gives your website the ability to look and function the way it should on different platforms.

2. Do they design for SEO best practices?
It’s no secret today that everyone wants a website that can be found on search engines. Implementing search engine optimization may not be what you want your designer or developer to do for you; however, how your site is designed or coded can affect your strategy when you are ready. When you interview developers, this is a great question to ask and see if the person you’re interviewing is familiar with how to code to meet SEO standards. Here are a few items that affect SEO best practices:

  • CSS (Cascading Style Sheets): Designing a website to meet SEO best practices means using style sheets to cut down on the amount of code on your web page. Search engines like text, not code.
  • Script files: When you use dynamic items on your site like image galleries or mouse-over menus, usually these are created through JavaScript. To follow proper SEO standards, script files should be created for pages instead of having the script on your web page.
  • Web page content: Your text or content should be on the page as much as possible this can even include your website navigation. There are ways to make text visually appealing without having the designer put it inside an image. Images that contain words are not picked up as content by search engines.

If SEO is a strategy you are considering down the line, it's a good idea to make sure your site will be built with this strategy in mind.

3. How do they plan for change or growth?
One of the most stressful lessons learned is that the website you built yesterday will not allow you to grow tomorrow. Being told you have to start over is one of those statements every business owner can't bear to hear. Before you begin, ask the question, “Does the technology you’re using allow me to grow or add additional functions?” You may even want to take this further and think about tools you’d want to add down the line. You can also ask designers or developers to provide you with a brief list of tools they have already integrated with sites like yours. This allows you not only the opportunity to see if they are knowledgeable, but also whether they're supportive in providing you with ideas.

4. How do they test their work?
As I mentioned above, not all of your consumers use the same technology. But to ensure things are operating the way they should or displaying correctly, web developer need to test their work. This issue might seem trivial, but you’d be surprised how many firms only test for one web browser. I recommend you ask specifically what web browsers and versions they test for during the development process. If you’re building an online community, social or e-commerce website, testing is an important part of your success. Secure payment gateways need to be tested in a real environment. Be sure to get the specifics of what your firm considers to be part of a test phase and what it's being held accountable for after the website has gone live.

5. How do they handle support requests?
After a website has officially launched inevitably there will be a problem--it’s technology; it happens. The question you want to know before you put pen to contract is how does your new firm handle support or bugs--technical hiccups with the website? Every firm will approach this differently, so pay close attention to how it phrase its response and commitment.

Building a website depending on the functions you need can be a lot like putting a puzzle together. The key to success is finding the right firm who understands the pieces that need to come together for your business.

Jennifer Shaheen, the e-marketing and Technology Therapist, has more 10 years experience working with small- to mid-sized businesses on their e-marketing and web development needs. You can learn more about her by visiting her web site, TechnologyTherapy.com

Thursday, August 6, 2009

5 Steps to Building a Successful Niche Business (NYT)

5 Steps to Building a Successful Niche Business

A simple service can win big in a small market.


URL: http://www.entrepreneur.com/startingabusiness/youngentrepreneurscolumnistscottgerber/article202900.html

From aquatic sporting goods for dogs to Michelle Obama-inspired fashion websites, niche products and services have the potential to generate big bucks if they capture the hearts, minds and wallets of a dedicated consumer base. Unlike conglomerates that target the masses, niche businesses cater to highly defined markets that are often over-looked, underserved or disenfranchised by larger competitors. With an abundance of available outlets, resources and online platforms, identifying and reaching a target audience has never been easier for small business owners. Are you ready to become the big fish in a small pond? Is your passion unique enough to turn a profit? Here are 5 steps to make your niche business a hit.

Create a Simple Service
A simple service is a singular offering that focuses on the needs of a narrowly defined customer base. Whether you yearn to be the premier manufacturer of dog lingerie or the industry-leading producer of edible Christmas tree ornaments, make sure you can easily answer these questions: Who needs your service? What’s uniquely useful about that service? What makes your service better than your competition? Fine-tune your brand name, website, and marketing tactics to focus solely on selling your unique specialization and expertise. Remember: Focus. Focus. Focus.

Real World Example: In 2004, my partners and I launched a typical "do everything" video production company. After years of under-performing, I transformed the company into a single product specialist. While the vast majority of video production companies still tout their large service rosters, Sizzle it! has carved out a niche as the only company that specializes in sizzle reels--stylized 3-to-5 minute product videos commonly used by PR and marketing professionals. Result; Sizzle It! has emerged as a go-to company for sizzle reels and benefits from top keyword visibility on all major search engines.

Craft Your Niche Marketplace
The key to your simple service’s success is to capitalize on a niche marketplace that you feel is being underserved. A niche marketplace is a small, specialized market segment within a larger, viable commercial industry. When identifying the niche marketplace you wish to enter, consider the following questions: Who lives in your marketplace? Why have they been underserved? How can you better serve them? How can you unite them? In short, why is your simple service the solution to their problem? Compile the data you collect to produce a detailed profile of your target customer. Using the data from your customer profile, join or create online groups, feeds and networks that are relevant to your simple service. Connect with your niche marketplace’s key decision makers, enthusiasts, and influencers using social networks such as Facebook, Ning, Twitter and MeetUp.

Real World Example: There are thousands of T-shirt stores both online and offline, but few have truly established or engaged a niche marketplace. Threadless is a user-generated T-Shirt and apparel website that determines its product line based on the results of online design competitions. Winning artists receive recognition, cash prizes and their designs sold on Threadless gear. The company has united a niche marketplace of trendsetting hipsters, artists and design aficionados seeking wearable art. Result: the company sells over 1 million shirts per year.

Become the Niche’s Leading Authority
As the creator of your simple service, you offer your niche marketplace valuable insight and advice. However, simply proclaiming you are an expert will get you nowhere. Shamelessly self-promoting your service will also lead to a dead end. Authenticity builds credibility. Relate to your constituents. Tell the story behind the founding of your simple service. What problems did you encounter? How did you solve them? Once you’ve perfected your message, disseminate relevant content through "expert real estate" such as blogs, forums, press releases, speaking engagements, newsletters, web videos and podcasts. Remember, no one knows your marketplace better than you.

Real World Example: Joy Berry is a best-selling author of children's books and, according to Scholastic, the inventor of self-help books for kids. For over 30 years, Joy’s advice and media products have focused on helping parents to raise responsible kids by teaching them the living skills their children need to know at various developmental stages. Result: Joy Berry has connected to a worldwide audience and sold an astonishing 85 million books.

Be Specific, Distinctive and Relevant
Seize every opportunity to point out why your service is a better fit for your niche marketplace than competitive offerings. Take a good look at all of the components that make up your simple service, from concept to manufacturing and distribution. What makes you stand out? What do you offer that competitors don’t? Why are you more relevant to your niche marketplace? Use the answers to these questions as ammunition against the competition. While a competitor may tout their “multi-service one-stop-shop”, your niche marketplace prefers a specialist. Your competitor may be a low-cost leader, but your niche marketplace appreciates high quality craftsmanship.

Real World Example: While major corporations have dominated the print yearbook industry for decades, Yearbook Innovation, a school memory product provider in Staten Island, N.Y., believed cash-strapped schools were ready for a change. Yearbook Innovation differentiated its yearbook products by offering more hands-on customer service and production services than competitors, eliminating penalties and late fees, and slashing 20 percent--off a school’s previous yearbook contract--all without a loss in product quality. Result: the company has begun to take away market share from entrenched competitors in their local area.

Copy, Paste, and Repeat
Keep hammering your message home. Expand on your successes. Find innovative ways to grow your niche marketplace. Locate new avenues, channels and “expert real estate” to showcase your simple service, its competitive advantages and your expertise. You know what’s worked; now increase your exposure. Copy, paste, and repeat.

Real World Example: Google began as a simple service that could only dream of being in the same league as companies such as Yahoo and Microsoft. Today, Google has become the undisputed online advertising titan by consistently developing, acquiring and partnering with high trafficked online destinations that expand its AdWords program. Result: Google generates billions of dollars per year in revenue.

Are you a young entrepreneur with a unique venture? Email us about it at youngentrepreneurcolumn@gmail.com

Scott D. Gerber is Entrepreneur.com's Young Entrepreneur columnist and CEO of Gerber Entertainment, a brand development and venture management company that specializes in the entertainment, Internet, media and marketing industries. For information on speaking engagements, media appearances or Gerber Entertainment's portfolio of businesses visit www.GerberEntertainment.com.

Wednesday, August 5, 2009

A Small-Business Guide to Intellectual Property (NYT)

A Small-Business Guide to Intellectual Property

Skip to next paragraph

Quick Tips:

    From Mark Blaxill and Ralph Eckhardt, founders of 3LP Advisors, an intellectual property consulting company in Boston, and co-authors of a guide to I.P., "The Invisible Edge" (Portfolio, 2009).

  • Securing your intellectual property involves more than patents. Trademarks, trade dress and even Web site addresses are all part of I.P.

  • Think strategically when it comes to international rights. Start with countries where you might sell.

  • Don't sit on unused I.P. Use it to open additional revenue streams or bring about new partnerships through licensing.

Suggested Reading:

The two most precious resources for any small-business owner are time and money. That’s why when the subject of intellectual property comes up, many owners run in the other direction. They see images of expensive lawyers and use that as an excuse to ignore the topic, reasoning that it is a problem for big companies to worry about.

The trouble is, with the rise of competition through the Internet and on the global market, understanding intellectual property is more critical than ever for small-business owners. Let’s explore some of the common fallacies:

1. For small-business owners, it’s not worth the time or effort to secure intellectual property rights.

Daniel Lubetzky, chief executive of New York City-based Kind Snacks, had high hopes when he and his company attended the Natural Products Expo West in Anaheim, Calif., in March. And who could blame him, since his Kind Plus bars had been named the best new product at the Natural Products Expo East last October?

But it didn’t take long before Mr. Lubetzky knew something had gone wrong: He kept hearing how one of his competitors had copied the packaging, look and feel of his bars.

Fortunately for Mr. Lubetzky, he had secured crucial components of intellectual property like trademarks, trade dress (the look and feel of a product) and Web addresses after founding his company. Unlike a patent, which can cost up to $25,000 to secure, trademarks and Web addresses can be obtained relatively cheaply and without the aid of a lawyer.

With the legal documentation to back up his intellectual property rights, Mr. Lubetzky sent the offending company a cease-and-desist letter, which achieved the desired result. “Too many entrepreneurs forget there is more to I.P. than just patents,” said Mr. Lubetzky, who happens to be a lawyer.

2. Once I get a trademark, my brand is safe.

It may be. But consider what happened to Tracey Deschaine, who runs a restaurant called Dixie Picnic in Ocean City, N.J.

When Ms. Deschaine opened her business in 2006, she secured trademarks on her business name and logo and on the name of her signature item, “upcakes,” which are upside-down frosted cupcakes. The problem, she says, was that even though she had obtained the trademarks, someone monitoring the activity on the United States Patent and Trademark Office’s Web site had spotted her application and secured upcakes.com as the Web address, or U.R.L., before she could.

“I had no idea that even though I have a trademark, someone else could just go register the U.R.L.,” she said. “I wish I had planned ahead and bought the site before I did that.”

3. Having a patent gives me the right to produce something.

This is a very fundamental misunderstanding. Actually, what a patent does is give you the right to prevent someone else from producing what your patent covers. “Having a strong I.P. position helps ensure that other people pay you for your innovation like they would a toll on a road,” Mr. Kocher said.

But even if you do have a patent, there’s no guarantee that someone won’t try to get around it. There’s also no guarantee that you will win if you fight that person. But if you have your I.P. ducks in a row and a commitment to do whatever you can to defend those rights, you do have a fighting chance — even in a fight against a much larger company.

Consider the example of Cryptography Research, a 20-employee technology firm in San Francisco that specializes in data security. Beginning in 2004, the company made the decision to pursue litigation against the credit card giant Visa, which Cryptography asserted was infringing on its patents covering smart cards. To pursue the case against Visa, however, Cryptography’s founder, Paul Kocher, knew he needed a serious war chest in addition to his patent portfolio.

That’s why he decided to sell off another piece of his business, patents covering technology that protects Blu-ray discs from piracy, to Macrovision, which is now known as Rovi, in 2007 for $45 million. “All of a sudden we became a formidable opponent for someone who thought we couldn’t fight,” Mr. Kocher said. In the end, the gamble paid off, as the two companies settled out of court, with Visa’s agreeing to license the technology from Cryptography.

4. If I have a patent or trademark in the United States, I don’t need to worry about the rest of the world.

It depends on your business model. Intellectual property rights, which also include country-specific U.R.L.’s, need to be obtained country by country, some of which protect them better than others. The cost can vary, too.

In Japan, for example, it is notoriously expensive to acquire patents. In addition, the annual fees required to maintain the patents there are often prohibitively expensive for small businesses, said Gary Johnson, chief executive of Blue Spark Technologies, a manufacturer based in West Lake, Ohio, that makes small, flexible batteries used in things like radio frequency identification tags.

“What we have done is to develop a strategy to go after I.P. protection in a limited number of countries that we think we are most likely to sell or manufacture in, like the U.S. and China,” he said. “A lot of the choice comes down to what your business plan tells you.” To decide what your international I.P. strategy should be, consult a lawyer and conduct some cost-benefit analysis to see if expanding your I.P. rights makes sense.

5. People who collect patents but don’t actually make anything are “patent trolls,” parasites who can make money only by filing lawsuits against real businesses.

The term “patent troll” was coined in the wake of the epic lawsuit fought between NTP, a small holding company, and Research in Motion, which makes the hugely popular BlackBerry. The focal point of the dispute was a patent for wireless e-mail delivery held by NTP — something that R.I.M. eventually would pay millions of dollars to license. But what most people remember about the story is the lawsuits and the notion that NTP was somehow in the wrong for trying to enforce its patent, mostly because it didn’t make any products itself.

But consider that many inventors never set out to build a company, only to partner with someone who would bring their products to life. Thomas Edison, for instance, received more than 1,000 patents — many of which he licensed to other companies. “He created what we might consider the first innovation factory,” says Mark Blaxill a co-founder of 3LP Advisors, an intellectual property consulting company based in Boston.

A more recent example is Trident Design, a company founded by an inventor, Chris Hawker, which patented and then licensed the design for the PowerSquid. Like Edison, Mr. Hawker’s company invents products, builds an intellectual-property wall around them and then licenses them to other companies.

The PowerSquid is now manufactured by a division of Phillips Electronics and sold by a spinoff of Trident called Flexity. “Our entire business model is leveraging our I.P.,” Mr. Hawker said.

Thursday, July 30, 2009

Michael Milken Backs New Business Advice Site (NYT)

Michael Milken Backs New Business Advice Site

As Forbes, Fortune, Business Week and other management magazines wither away, another business media start-up with an unusual pedigree is moving to fill the void.

Fred Prouser/Reuters Michael R. Milken

Bizmore, which goes live on Wednesday, aims to be a sort of Yahoo Answers for executives at small and medium-size companies. Users pose business questions — like “Is search engine optimization right for you?” or “How do I increase online sales?” — and others weigh in with answers and vote the best responses to the top. (You can get a quick taste of Bizmore’s advice on its Twitter feed.)

Bizmore will round out that user-generated content with contributions from freelance writers on evergreen topics like how chief executives should plan their succession strategies. It has also secured the (unpaid) contributions of management gurus like Jeffrey Pfeffer, a Stanford University business school professor ,who hope to sell a few more books in the process of answering questions like “What is the single biggest and costliest mistake you have seen execs and C.E.O.’s make time and again?”

The ideas behind Bizmore are not new, of course. Other companies, including LinkedIn and The Wall Street Journal, offer similar Q&A features.

What’s most interesting about the San Francisco start-up is its backer: the financier Michael R. Milken.

The company is a subsidiary of Vistage International, an executive coaching and networking organization with about 15,000 members who pay up to $13,000 a year to attend meetings, hobnob with fellow execs and get one-on-one leadership counseling.

Vistage, based in San Diego, is partly owned by Mr. Milken, the philanthropist and former junk bond king. Mr. Milken sits on Vistage’s board and was instrumental in the founding and financing of Bizmore, the companies say. (So far, Vistage has committed about $10 million in seed financing.)

Rafael Pastor, chief executive of Vistage and a former executive vice president at News Corporation, said Bizmore’s opportunity is to provide “instantaneous information that is very tailored to a specific question or need, which some of those old media organizations couldn’t do even when they were at their height.”

The start-up, based in San Francisco, is being run by Alice Hill, the former editorial director of CNet Networks, and Jeffrey Davis, a former senior editor at Time Warner’s now defunct Business 2.0 magazine who ran BNet, a business advice site owned by CNet. The site currently runs ads from Google but plans to expand its ad inventory and also at some point charge for setting up private networks for companies, affinity groups and organizations like Vistage itself.

Saturday, July 4, 2009

Should You Buy a Prepackaged Website? (Entrepreneur.com)

Should You Buy a Prepackaged Website?

It's a great way to get started quickly, but consider these factors.

The small-business website seems to be one of the simplest things to launch today. Everywhere you turn, companies are giving you what appears to be the perfect website for a startup. It's like walking into Ikea and buying a bookshelf: All you need to do is put it together. Seems simple enough, but before you buy an off-the-shelf website, understand what you're buying and what you need for your business.

Take a moment to sketch out what you need from your website. Today's websites are more than just online brochures, and the first thing to do is outline what you need from your website. Here are few features you may want to think about when creating your list of needs:

Content Control
We all want to control content on our websites and be able to add and edit text. How flexible do you need the text control to be on your website? Do you have special features in mind for working with your website content? Are you concerned about the number of pages? Will you be starting with five pages today, but grow the site to 15 or 20 pages in the next few months?

Design and Layout
Do you have an idea about how you want your website to look and work? Do you want your website to have a navigation bar at the top of your webpage, the side or both? Are you hoping to have some pages with a layout that is in one color and a separate section in another color? Some template services only allow one theme, so this is an important question.

Online Forms
Do you need your website to collect information through online forms? Will you need more than one form on your website? Where will you want these forms? For example, will you want the web from to be apart of the design like a price quote or only on the contact page?

Audio/Video
Will your website be providing audio or video? Do you have the know-how to code these items for the web, or do you need your website application to help with this service? Do you know how large your average file size on your video will be? Some applications limit uploads over certain sizes.

Sales
Are you planning to sell online? How many products? Do you want your website to have all the tools needed to collect credit cards securely? Do you want to show two or three views of your product? Do you want exact shipping costs calculated based on your products' weights? Will you need your website to provide the orders to a third-party fulfillment company or distribution center?

There are many questions here, and many more you should ask yourself. By taking the time to outline your needs now, you can know what you're shopping for in a website application provider. Think of it like making a grocery list before you go food shopping: If you don't have it on the list you may forget it, and then get distracted by the other things on the shelf. Buying off the shelf means knowing what tools you need that application to provide. This outline will also prepare you to review set-up costs and monthly budget.

When you use an existing application, you're essentially borrowing it. The design and function doesn't belong to you. You provide the images, video and content but the application is licensed to your business.

Evaluating Web Applications
Now that you have your list, you can go shopping find the prepackaged tools that fit your needs. Start by reviewing magazine articles, blogs and support pages. These resources will provide you with expert reviews, customer feedback and a realistic expectation about support. Most applications provide a test drive, but until you really use something you never know what it's missing. The support pages or knowledge bases on web applications will tell you about issues, past bugs and open items. Another great place to start understanding the application you may be interested in are the customer forums. Not all applications offer this type of community, but those that do are giving you a great place to look around and see what they and other customers do to support one another. Remember: A website uses technology and with new browsers and upgrades things can change. Be aware of how they handle change.

Read the Fine Print
It's not really fine print: The terms of service agreement on every website application tool is open and available for review at any time. Take a few moments to read through this agreement because you'll have to check that box before you work with the company. Outlined on the service agreement page are the acceptable use policies, fees, licensing agreement and copyrights. It will also outline the company's policies regarding protection against fraud.

Once you've found an application that meets most of your needs, recognize that a web application will never be perfect. Buying off the shelf means cost-effective, and with this decision you're telling yourself that's the priority. Perfect means custom, and that's a different journey with a different budget. When you're starting out or growing, "compromise" is a word every business owner comes to know. When buying a website in a box, you'll find the right solution for your budget if you understand it's a compromise that will lead you to a successful tomorrow.

Jennifer Shaheen, the e-marketing and Technology Therapist, has more 10 years experience working with small- to mid-sized businesses on their e-marketing and web development needs. You can learn more about her by visiting her web site, TechnologyTherapy.com