Well, I have had HP – and Compaq – PCs in my home and business for years; one could say I may even fall into the loyal customer category with add-ons from HP like scanners and internal drives (including the lightScribe DVD drive). Until recently, I was considering one of their new Mini-Note PCs.

It never ceases to amaze me how one bad customer service experience can sour an otherwise loyal customer; in this case, it was me. Recovering from a wealth of BSOD errors on a HP laptop, I was down to non-functioning USB ports on the HP xb2000 Expansion Base. Up until this time, the expansion base – works like a docking station – was an integral part of this computing environment.

Wireless keyboard and mouse, along with plenty of ports in all shapes, size, and purpose, the expansion base was an excellent landing zone for the laptop. One detachable power and utility connector - from the expansion base to the laptop - would bring everything to life. And, the tilt feature would put the laptop screen at just the right eye level for ease of use and comfort.

I was determined to get it back into service. So much so, I spent countless hours of troubleshooting, reloading drivers, adjusting configurations, and the list goes on. Some of it was with the help of HP’s online chat support, but most of it was on my own (with the help of the Web and various forums). In the end, it was declared to be a “hardware issue” with the expansion base.

Finally succumbing to the bad news, I decided to pursue repair or replacement options. With HP, this had always worked well in the past and I had no reason to believe it wouldn’t work this time. What a waste of time; I can sum it up like this. I spent over 40 minutes in a never-ending loop with the HP Parts Store, each person saying I was being transferred to tech support or customer service. Finally breaking the loop, and 20 additional minutes later, I was informed this unit is “obsolete” and there were no repair options or parts available.

Unwilling to accept this outcome – I am a tenacious spirit in that regard – I sent a letter to a manager within HP’s Personal Systems Group – Americas. Giving it ample time for some level of response – in the letter I encouraged the recipient to delegate it to someone else – I ended up sending another copy by email after calling the manager’s office. Even after talking to someone, the issue has gone without a response.

What to do? I could part with some money and buy the newer HP Expansion Base xb3000. Well, that presents another issue. According to the HP Store, it’s no longer available from HP (but, it is available on the open market), and its replacement, the xb4, doesn’t work with my model of notebook. Now that’s what I call a short product cycle in the channel – it wasn’t that long ago I saw an xb3000 product review at CNET.com.

Enter the state of nothingness. I’m out of options for what will soon become either a very large paperweight, or food for the Think Green recycling program of computer gear. What’s been you experience? How far will you pursue resolution when it comes to something like my expansion base example?

Pondering this for a moment, how much computer gear ends up without resolution in the hands of individuals and companies? Looking back on companies I have worked for, I can remember closets and storage cabinets full of ‘out of service’ gear. With today’s economic conditions, are you more or less likely to pursue fixing older gear?

Once used primarily as a presentation tool, or for the collaboration of ideas, our N2tech division has found a new way to help us better serve our customers and reduce our cost of software development – not to mention a more rapid delivery of code.

While working on a project for one of our clients, our lead developer suggested using GoToMeeting to have the client replicate the errors onscreen in a live environment. This project calls for us to assist them with coding of their commercial (sold to others) software. The twist in the use of GoToMeeting was not just a better ‘tech support’ presentation of the problem. What he brought forward was a suggestion to record the session.

Not having used the Record feature in GoToMeeting, it was not difficult to find it but the initial results backfired. I thought by using the GoToMeeting Conference call service the audio of all parties would record. Oddly enough, only my voice was “on the tape” (so to speak). Thinking it through later, it makes sense.

After this misfire, I did some digging and found in the help menu that you need to use a speakerphone and PC microphone to get all the participants’ voices. So, the next time we did a recording, I placed my Webcam down on top of my phone, set it for speakerphone, and success was a click away.

The replays of these sessions have paid back handsomely. We have saved time and effort on both sides of the screen by being able to go back and recreate the meeting. Plus, we are building a library of ‘tapes’ that can now become a knowledgebase to be shared as a more interactive medium than notes in a call record or document.

The only obstacle that came forward, soon after the first sessions, was the distribution of the copies. These recordings produce sizeable files. Initially we resorted to CDs and courier packs via DHL Express. However, we now make an effort to better control the size by a more disciplined approach to the meetings. In turn, we produce smaller files.

That opened the door to consider alternative online distribution methods. In our case, we turned to YouSendIt and now move our files accordingly. Their ease of managing the workflow (send, track, and receive), as well as larger media files, has enabled us to better utilize our GoToMeeting session recordings. They offer a wide range of extra services and productivity applications that can address most individual and corporate needs. We have used YouSendIt for some of our audio and video production distribution (e.g., our Podcasts, and client TV Commercials) from the NvestNtech side, too.

How effective are Webinar/Webconference tools in your business? Where have you seen gains, or losses as a result? Have you considered these tools for more than just presentations? If you record sessions, how do you move them around in your organization, or distribute them to your customers? I would encourage you to tell us how you are using video and audio in your company, too. Do you see a role in your company for audio or video as a viral marketing tool? If so, what distribution platforms will you put in place to serve your audience (of customers and prospects)?

p.s. Meeting protocol should dictate that you announce in advance that the session will be recorded. Attendees should be given a chance to object, or not participate, if they are uncomfortable with the setting.

Click on this link for the Podcast directory that includes the One Goal - Revenue Generation ® series, as well as additional Podcast episodes and related topics. Our podcasts are featured on iTunes, Odeo, and Podcast Alley.

One solution is better product design. By finding ways to “nest” products, you can ship more units in the same space. While shopping for air filters for my home's HVAC system, I was surprised to see this put into practice in the form of a redesign of the typical 30-day air filter. I had made the move back to the 30-day filters after talking with some HVAC technicians.

Although it’s probably a conversation worthy of debate, my change back to the 30-day filters from the more advanced specialty filters – those that supposedly help with allergies, longer service life, etc. – was built around the idea of less restricted airflow, for the incoming cold air duct, and lower wear and tear on the heat pumps and fan motors.

In the past, the filter was a full 20 x 20 x 1, i.e., a 4-pack of filters would be about 4” thick. However, it appears that Flanders – Precisionaire (in the EZ Flow & EZ Flow II line) redesigned the paperboard frame to allow the individual filters to nest within each other. The filter material was also reduced in thickness to accommodate the nested unit of four. In all, it’s about half the thickness of a 4-filter stack, and in turn, the stacks now nest within each other for more total filters per carton.

I think we often see innovation in the form of new products, features, and functionality; but sometimes the innovation we need comes in better packaging. This as an excellent example of innovative design that saves money for the manufacturer and helps maintain a competitive selling price in the marketplace.

Do you have similar examples of design changes for better packaging that lead to lower overall product costs? Did the changes impact the point of manufacture, i.e., are the products now produced in other plants, or locations? Is your company finding that higher transportation costs have made domestic production a more attractive option? Other than shopping for a better price from your transportation companies, what other options have you considered to lower overall shipping costs for you, and your customer?

No, I haven’t gone off the deep-end, or attended some special class seeking peace in mind, body and spirit. It’s an observation of mine that doesn’t seem to go away. I find the genuine smile that grows slowly across someone’s face, like a beautiful sunrise, seems to have left the planet. Not entirely. I do see it from time to time and welcome its presence.

A smile crosses generational boundaries and overcomes any language barriers. It’s universal in its appeal. It can be spurred on by an event, a subtle word or two, or spontaneously as one person meets another. Some people come by it naturally; others seem to develop it over time. There are some imposters, too; those that seem like a manufactured smile, either well timed, or brought upon on queue.

I do know this. When I see a smile that comes on naturally, or in response to a witty comment or two, I so enjoy that moment. I am fortunate to have an ample surrounding of business associates and friends that possess that quality. I cherish the relationship and hope that I represent the same to them.

Those who read this blog know my optimism toward, and encouragement of, younger generations. Being surrounded by some aspiring university students this past week, in their junior and senior years, brought on this Post. Watching them move into new surroundings, the interaction between them was inspiring. For many, this would be their first time in a house vs. a dorm or apartment. As the furniture and boxes moved about, the exchange between each other was inspiring. As the famous line in the poem says, “Hope springs eternal…”

What was present without pause or interruption was that warm, genuine smile. As someone would pull a prank, or make a witty comment – not to mention a cheap shot, or two – either laughter or a smile would come forth without any undue effort. You could feel the camaraderie that could be felt amongst the new roommates, many who had known each other for years.

I’m left wondering why it seems that once in the confines of the Corporate atmosphere, this sincere smile and good cheer begins to disappear. It’s not immediate; but, in listening to the experience of some Summer Internships at various companies, it doesn’t take long for it to cease or diminish. Fortunately for the college crowd, or recent graduates, they have a life outside work that reinvigorates their spirit.

What about the rest of us, those given task to lead a department, or run a company? What are we doing to preserve this spirit? Or, what leads to the condition of stifling it? More so, how aware are we that it may be falling away in our desire to achieve better results?

In the mean time, dig deep and find that warmth within you. The one that comes forward across your face in the form of a widening smile, or wink of an eye. You know the one I speak of; think of those young adults and their new adventure. And, think about how you treat those same people as Interns in your company. Today’s young adult is tomorrow’s leader. As I said to one client not too long ago, “Be a magnet, not a mandate.”

You find that you are losing business to competitors that quote lower prices. You are unable to operate profitably at those levels and need to hold to your pricing. Although you have made every effort to communicate to the customer as to why they should purchase, you continue to lose out to lower priced competition. In this episode of the One Goal - Revenue Generation ® series, Peter Kusterer of NvestNtech offers you a straightforward and easy process to refine your approach when faced with price competition. Download this episode - “Simple ways to overcome price competition.”

Click on this link for the Podcast directory that includes the One Goal - Revenue Generation ® series, as well as additional Podcast episodes and related topics. Our podcasts are featured on iTunes, Odeo, and Podcast Alley.

I recently came across the local demonstration for LG’s MPH (Mobile Pedestrian Handheld) technology on a cell phone; the technology can deliver local digital TV (DTV) broadcasts while connected to your mobile phone, in-car display, personal handheld TV, or PC/laptop (via a USB dongle). At first glance, I said, “Oh, no. Not another little screen (device) to grab my attention.”

Like we don’t have enough of them already. I have one in the form of a portable GPS (I am now on my fourth brand and style across as many vehicles), one serving as a personal DVD player, a dashboard monitor in the car, and I guess you could consider my cell phone yet another. You could stretch this to include my laptop, too. And, I am considering moving to the new mini-notebook in an effort to reduce the size and weight of what I carry onboard an airplane. But, in the case of LG Electronics, it’s the technology (MPH in-band mobile DTV system), not the device. So, at some point, I may be able to use MPH across all of them.

With all these devices to distract us, I often wonder what’s happening to productivity. Where companies are concerned about online video on desktops via the Internet, they’ll now be faced with employees watching TV from the comfort of their handheld, or other device. And, if you think “smoke breaks” cost employers lost time, this could certainly burn a hole in the workday.

Once I got beyond the point of do we really need another device, I began to think of who would be impacted by this from a revenue perspective. One of our local television stations, WRAL, the local CBS affiliate, recently demonstrated MPH connected to a cell phone. As part of their cbc New Media Group, and News Over Wireless (NOW) division, the business opportunity comes down to broadcasting’s primary target; more “eyeballs”. This same group of people is aggressively delivering software applications to deliver “news over wireless” to your cell phone in your local television market. It’s all about advertising and another platform to deliver it.

As local television broadcasters thrive on delivering local news, what about newspapers? In Raleigh there is but one, The News & Observer (part of The McClatchy Company) – oh, how I miss the San Francisco/Bay Area newspapers. And, if it were not for my subscription to The Wall Street Journal, delivered at the same time, it would take me less than 15 minutes to read the newspaper in the morning. National news? Already read it online. Local news? Same thing; I picked it up from the local television Web site before the paper arrived. Favorite local journalists and reporters? Yep; I have a couple, and that’s what takes the 15 minutes; if it weren’t for them, I could do without the daily edition altogether. And, I certainly don’t need it for the ad sections; I can access all those flyers online, too.

What about newspapers delivering more local, community content? Good point; The News & Observer makes an effort to do just that. But, here again, television is entering into that space. WNCN, our local NBC affiliate, delivers localized news and content under the umbrella of MyNC.com. They begin at the County level, and get Citizen Journalism to deliver news at the street level. But, I think there will be some competition for them, too. As EveryBlock (“A news feed for your block”) grows their list of cities – the closest to me is Charlotte – they will encroach on all the traditional local content providers. I have kept in touch with my old neighborhood in Chicago through EveryBlock; it’s more curiosity than need, but demonstrates the reach.

So, I am left wondering; where is the future for newspapers and how will they survive? In our case, who reads the stock tables in the morning (IMHO - wasted space; serious investors are online)? Classifieds? Sorry, there is craigslist and others to choose from that are much better. A sense of community? No, I don't think so. That seems to be falling away to social networks – not to mention the business hit from social media marketing. More in-depth journalism? Well, the likes of Sony’s eReader and Amazon’s Kindle have a good chance to disrupt that notion (in the form of a delivery platform of newsprint vs. digital).

What do you think? Is LG’s MPH just another gadget? Are you a candidate for mobile, handheld TV? What will be the impact to business; not just in lost revenue across media competition, but in terms of employee productivity, too. Is this another “canary in the coal mine” that gives a warning to (the demise of) newspapers, as we know them today?

In talking to Don Reynolds, Chief Operating Officer of Port City Java, the gourmet (or specialty) coffee business breaks down into three primary segments: 1) The volume end of better coffee by the likes of McDonald’s, and Dunkin Donuts, 2) The global specialty coffee segment owned by Starbucks, alone, and 3) The regional specialty coffee segment known as “coffeehouses, cafes, and roasters” like Port City Java, and Peet’s Coffee & Tea.

Starbucks, amongst the more publicized anxiety surrounding the store closings, has been quick to say that the Pike Place Roast has helped increase sales in the drip coffee segment of their business. But, one wonders if the success in one area will be to the detriment of customer loyalty and send Starbucks fans looking for new destinations for their daily grind.

In the case of Port City Java – and others like them – they are in a market segment all their own. And, where Starbucks is in retreat, Port City Java continues to grow and expand – they are even going International with locations in Costa Rica, Saudi Arabia, a new location in Jordan, and possibly Kuwait in the future.

What accounts for Port City’s success? What I found in talking to Don was their success is built on an emphasis to see the patrons as “guests”. When asked about what has fueled their growth, he said, "operations and execution at the unit level is everything; the guests are paying 100% of the bills." As he speaks, you can feel his commitment to a better customer experience.

But, it wasn’t always that way. I asked Don about the proverbial kick in the gut that most growing businesses feel at one time or another. It’s that moment when you realize what you are doing isn’t working and that you have to make a change. He reflected on their franchise operations in 2005 and how they learned the lesson that franchisee selection is very important to long-term success. Don stressed the idea that as a business, you must “differentiate your concept and organization; find YOUR niche and execute better than anyone in the world to create YOUR concept and value for your guest." Today, they manage a very successful franchise operation, which helps fuel their expansion.

Recognizing that coffee is often a daily ritual for an individual, Port City Java emphasizes the hospitality aspect to their business. They want to provide exceptional products served in a special way. They spent 18 months developing their breakfast sandwiches, which included a significant investment in equipment – they use a turbo oven that allows them to bake their own products inside each store.

To continue their growth, the spotlight will remain on the customer experience. Beyond the “Give Us A Holla” campaign on the Web site – for customer suggestions, experiences, or questions – managers and staff are in constant chatter with everyday patrons and visitors.

Since coffee falls into the discretionary spending category, in today’s Economy the amount to be spent is fixed. The variable is how it can be spent. The decision of where to spend, and what to spend it on, will ultimately rest with the customer experience. It sounds like Port City Java understands this and knows how to navigate market swings; there is a business lesson in this for all of us.

Click on this link for the Podcast directory that includes the One Goal - Revenue Generation ® series, as well as additional Podcast episodes and related topics. Our podcasts are featured on iTunes, Odeo, and Podcast Alley.