that canadian girl

The past few days have been just a bit of a mad ride, following the launch of our Mac quicklaunch application, called Alfred, which garnered +2500 users in its first 48 hours.

We created the Alfred App to fill our own need: A quicklaunch tool that can search your local computer as well as the web, that is fast, looks good and, most importantly, doesn’t chew through memory like a hungry hyena.

After some intense development weeks, we launched it on Sunday night, while watching the Canada-USA Olympics hockey final (wooh!). With the intention of sharing it with a few friends for a “quiet beta”, we mentioned it on Twitter and went off to bed.

Little did we know, on Monday and Tuesday, the stats were on fiiiire with over a thousand downloads per day, great feedback via Twitter and a bucketload of feature requests by email.

Users have described us as a perfect Quicksilver replacement which, as a long-time user of Quicksilver, is a true honour. It was with much sadness that I read at the end of 2007 that developer Nicholas Jitkoff would no longer be evolving Quicksilver (considering I recommended it to every new Mac user I met) so when Andrew suggested that we develop our own flavour of quick launcher, I was over the moon! Designer Ollie Kav created the fab look of the site, working closely with us.

If you fancy trying it out, you can go to Alfredapp.com to download the beta version – the main reason we need your email address is that we haven’t yet built in an auto-updater so this will allow us to let you know when the next version is available.

We’ll launch an Alfred blog in the near future to keep a roadmap of features and let users know how things are progressing, but for now, you can keep us company on Twitter!

Not so long ago, having had a pretty good day at work, we managed to leave the office at a reasonable hour. We popped down to Sainsbury’s to quickly pick up food for a few days. Before we knew it, our shopping trolley was full! When it came to pay, the very few cashiers were busy.

A smiley young staff waved us over to the self-checkouts. Hesitating, we pointed at our full trolly, but she laughed and said “I’ll be there to help!” Sure you will…

It was an experience, to say the least. We were held hostage by the constantly unhappy self-checkout, which seemed to be randomly shouting Tourette-style, “Unexpected item in bagging area!”, “Please remove item!” and so on, so forth. By the third time we had to wait for a staff member to come and authorise a bag of lettuce, I begged her to PLEASE stay until we were done. (Please, mummy, don’t go!) My patience was wearing thin and Andrew was making barely-joking threats that the next unexpected item in the bagging area would be his foot.

On the way out, we talked through the user experience of these nightmare machines…

The objective of the machines is to reduce the amount of cashiers tied to tills, so that staff costs can be reduced, and making more efficient use of space so that 4 self-checkouts can be fitted in the space of two traditional cashier areas. For each section of 4 self-checkouts, there is – at least in theory – one member of staff there to help people with the process.

Sainsbury’s denies that anyone has been made unemployed as a result of the installation of the machines, and that the now excess cashier staff have been moved to ‘restocking and cleaning’ duties. (Source: Daily Mail, 5th March 2009)

Our local Sainsbury’s was renovated in September, coinciding with the opening of a large Tesco in the centre of town. Four tills were replaced with ten self-checkouts. There certainly weren’t four eager staff members looking to help the self-checkout victims.

Even as the highly tech savvy person that I am, I’ve been bewildered by the checkouts. As Bashford points out, the machines speak Engrish at best and are very temperamental. Every item MUST be put down in a bag and weighed before the next item can be scanned – this becomes a slow, laborious process when the bagged salad doesn’t weigh enough and the checkout complains.

To say the least, this is a first world problem on par with having to use my old iPhone while waiting for my broken one to be replaced on insurance claim. I realise that it’s a pathetic thing to moan about when Chile’s just been rocked to its core by an earthquake. Petty, petty, petty me.

That aside, the way I see it is that a team of engineers designed this software, another company whitelabelled it for Sainsbury’s, then a business manager decided on what scale to roll it out in stores. At what point did their standards slip so low that it was deemed good enough to replace real people? Granted, our local staff wasn’t always smiling or terribly knowledgeable, but they were human and able to deal with unexpected issues. (A nice lady even shared her tips for great pancakes. “Mix the butter into the batter so you don’t have to butter the pan!” I’d like to see a computer give me a tip that smart!)

Unless stores offer a real benefit, like further discounts or faster, more reliable software, when going through the self-checkout, consumers will continue to feel let down by the hellish experience. Personally, I’ve taken to ordering food online from Tesco – not a perfect experience either, but certainly a simpler one!

Next week, I might go stand by the checkouts and ask consumers what they think. Or maybe I’ll ask you here… What’s your take on replacing checkout staff with machines?

[Image credit: BBC News article, Rex Features picture]

Recently, I seem to have had this conversation time and time again with businesses, individuals and consultants who are beginning to take Facebook seriously as a place to peddle their wares, so I thought I’d immortalise it here for future reference.

Facebook started as a way to network students of a single college together, with a firmly teen-to-early-20’s audience. In recent years, my mom (and probably yours too) has joined and the average age of Facebook user is on a steady increase. It can no longer be dismissed as “kids’ stuff” by businesses who have a direct to consumer audience, hence the many discussions about creating fan pages.

The problem with creating a fan page for your business is that, unless your brand is incredibly sexy & fun, nobody wants to be a fan of it. I’m lucky to have a great local baker & cake maker, but would I really want to be a fan of her business on Facebook? And what good would come out of me becoming a passive fan?

Facebook can facilitate something much greater than just the digital equivalent of a bumper sticker promoting someone’s business.

Facebook gives these business owners the opportunity to be an authority on something they’re passionate about. Taking the example of the cake maker, she would no doubt get much more participation from her customers if the fan page was for cake lovers, for example.

Lead the conversation

Encourage fans to talk about the best cakes they’ve eaten, the cutest cupcakes they’ve seen, the failed homebaking attempts (we all have them, don’t we!?) and the healthy alternatives for those weeks where we need to eat a bit lighter.

Share recipes and tips

Realistically, no skilled baker will lose business over this, as we’re all too busy or lacking the skill to make the kind of cakes we’d buy from a real cake artist!

Listen to hardcore cake fans

What do they want? What occasions do they buy cakes for? Even if the fans aren’t local, this is a goldmine of information which can help a perceptive business owner plan future promotions.

Bonus: You’ll have more fun

Best of all, taking this approach will make content creation much easier and enjoyable than trying to keep it solely focused on your business. You’ll be recognised as a cake-baking authority (or whatever your business may be) yet not be known as the navel gazer who only talks about your own products!

By celebrating a shared passion rather than simply asking people to be a fan for the sake of accumulating numbers, you’ll find that your Facebook fan page will have much more interaction and that people far beyond your existing customer base will join. Go out, have fun and talk about things you’re passionate about.

[Photo credit: Super Mario Brothers Nintendo Cupcakes by clevercupcakes on Flickr, Creative Commons license]

As the smell of mince pies and mulled wine starts filling up the house and families get together to eat, drink and be merry, I want to wish you all a very merry Christmas!

This year, I’ve had the opportunity to work with amazing people; clients, suppliers, partners and colleagues in this mad industry of ours. I’ve met some great people, clever ones and funny ones (and many who are both at once!) and have learned more than I thought possible in one year of my little life.

Now’s the time to reflect, relax and refocus before we jump into another year that promises to be even crazier than the last. So as we say in Canada, “attache ta tuque avec d’la broche!”* as we hurtle into a new decade!

Merry Christmas and see you in 2010.

[* "Tie your winter hat on with wire", or I suppose "Hold on to your hats" would be the closest existing expression]

Last week, I was kindly invited to attend LeWeb 09 as official blogger. LeWeb is a yearly, two-day conference in Paris, which takes a deep look at the web now and in the future. It’s a frenzied opportunity to meet new people, see old faces and hear great talks.

While watching the world go by at Ebbsfleet Eurostar station, (the best kept secret of European travel) before heading to Paris, it hit me that we nearly halfway through December. I started thinking back on 2009, the successes and failures I’ve experienced or witnessed others experience. It’s been an interesting year, with a few victories, but a few scraped knees also.

Then yesterday morning, in one of the first talks of LeWeb, Jack Dorsey, Twitter co-founder said:

“The hardest thing about an idea is to get it started”

I’ll tell you a secret: I used to really hate being rubbish at something, to the point where, when I was a teenager, I wouldn’t even rehearse for my vocal music classes in front of people for fear they’d hear me do something wrong. Yet I’d happily sing in concert in front of a huge crowd at the end of the year! And I didn’t speak English til I was in my teens, not because I couldn’t, but because I was embarrassed by my accent.

It doesn’t take much to realise that nearly everyone feels that way to a varying degree; the fear of failure can paralyse us and stop us from doing things we REALLY want to do.

LeWeb is filled with people who’ve taken that jump, who’ve conquered their fears, their peers’ fears, or at least sidelined them long enough to give their ideas a go. Whether it’s launching a startup instead of staying in a cushy-but-boring megacorp job, launching a new wacky iPhone idea or creating and manufacturing a small-run Psion-revival pocket computer.

These people and startups risk money, energy and years of their life for something they’re passionate about or think might change the world (or at least make a dent of difference). They use events and conferences as an opportunity to gain visibility, get feedback on what they’ve created and meet existing and potential users. Needless to say, they also leave with a few bruises from those who don’t “get” their idea and either say it bluntly or tweet it publicly.

Of course, only one out of five* will break even, and only a handful will become rockstars. But some of those who failed will get back up, try something else and one day, succeed.

So as we hurtle towards 2010, why not let ourselves get inspired by brave startups and self-employed ppl who’ve flown the nest of safety and try doing something awesome?

Hopefully, some attendees (or some of the thousands of online viewers of the LeWeb video stream) will be inspired to do something for the greater good in the process. Whether it’s organising a BarCamp event, running a charity-focused event in support of 1GOAL (as presented by Queen Rania) or providing charitable organisations with free coaching, share your wisdom with others.

As Gary Vaynerchuk said, in his usual blunt way, “Everybody’s got a shot, I don’t care if you are in Sillicon Valley or in France” (See his talk here) As Gary has done, from being co-owner of a New Jersey wine shop to becoming a web celeb, he’s shown us that with enough passion and drive, we can achieve just about anything.

Talking about driving… Heading down to Ebbsfleet station, I couldn’t help but be amused that it was a fairly leisurely drive, albeit one involving some of the busiest motorways in the country. Two years ago, the thought of having to drive down the M25 gave me cold sweats. I could have gone on to avoid driving like I had done until I was 25, but I reluctantly went through the scary challenge of driving lessons (it was scary in my eyes, alright!?) A few years on, I couldn’t be happier that I’m on the other side of it all. In hindsight, the hardest thing was to get started.

We all need to occasionally tackle a few fears or go above what we believe we can achieve right here and right now. It takes a while, trudging through how frustratingly bad we are at something at first, but then… oh THEN we feel like we’ve really achieved something great!

What will YOU do with 2010?

To read more from other LeWeb official bloggers, visit the aggregated posts page – with most of them doing a far better job summarising the event than I have done!

[* Stat entirely pulled out of thin air to be representative, don't quote me on that one and see the experts for real stats]
[Photo credit: LeWeb 09 by Blogowski on Flickr, Creative Commons license]

As you might know, I’m Canadian. You knew that, right?

So while I’ve been living in the UK for nearing onto 8 years (minus a few months pottering back and forth to finish University in Canada), it still blows my little mind that I can get from London to Paris in just over 2 hours, or fly to Barcelona in even less.

While my travel schedule doesn’t rival the travel calendars of most of my esteemed industry colleagues, it makes me smile that in the course of a month, my Canadian passport will be stamped with Belgian, French and Spanish stamps.

In Bruges (with a detour via Brussels)

Last weekend was the Bruges trip; a hectic two-day trip to Brussels, where we visited the Cantillon brewery home to Lambic, Gueuze, Faro and Kriek beers. I was lucky enough to try an elder blossom lambic, which was rather unusual and flowery but worth a try. We then moved on to Bruges for the evening, wandering the streets and trying more Belgian beers from Edric’s 100 Belgian Beers to Try Before You Die list. The next morning, we did the classic boat tour, ate more mussels and fries, then slowly (very slowly, thanks to National Express useless train services) made our way home.

Next, Barcelona

In just under two weeks, I’ll be popping over to sunny (I hope) Barcelona for a spot of brainstorming with a brilliant client’s team. If I’m lucky, I’ll have a few hours to pop by Las Ramblas and soak in some Spanish vibes (and Spanish wine).

Last stop, Paris

My last stop before Christmas will be Paris, for the LeWeb ‘09 conference, where they’ve kindly invited me as official blogger. I’m looking forward to seeing old friends, meeting new faces and seeing new startups and entrepreneurs get passionate about the web.

For those who aren’t familiar with Le Web, it’s a yearly conference with over 1800 attendees with themes relating to the web, technology, but with a broad appeal that will tickle the curiosity of non-geeks as well. Some of the speakers this year include Twitter’s Jack Dorsey, productivity geek Tim Ferriss, TechCrunch’s Mike Arrington (who will undoubtedly get into mudslinging as he does every year), an unusually sober Paul Carr and Her Majesty Queen Rania of Jordan. A rather varied bunch then!

If you’re also attending, drop me a line or leave a comment, as I’d love to meet some new people!

[As a complete aside, titling this post "On the road again" caused me to start singing Richard Séguin's "L'Ange Vagabond", which contains the lyrics "On the road again". I ended up downloading the album from iTunes - gobsmacked iTunes UK has a French-Canadian album from 1993 in its catalogue! Time for a trip down memory lane...]

As I’ve mentioned before here and there, one of the most successful Pepsmedia activities these days is training courses. It also happens to be something I truly love doing.

The next “Blogs & Social Media in Business” introductory workshop day is next week, on Thursday 19th November, at Wallacespace St Pancras in London and due to a change of plans with one company (who have now opted for an in-house training course for their whole team), all of a sudden, I have 8 places available on the course.

In order to fill the course and have enough participants to make the course interesting, I’m offering these places at cost, only £95, instead of the usual £395!

If you secretly wish you understood why people use hashtags on Twitter, how to work social media tools into your existing marketing plan, need to manage online relationships or just wonder how to approach bloggers in your industry, then this one is for you. We tackle all the jargon that flies around the web, and make it make sense.

Complete this form and mention the blog post to get the course at the awesome low-cost of £95 + VAT (I feel like Billy Mays in an infomercial, help!) for a full day of training, as well as tasty breakfast, lunch and snacks throughout the day.  

In the past, we’ve had attendees from a range of industries – solicitors, travel & tourism marketers, luxury fashion retailers and small business owners – all of whom said they thoroughly enjoyed the course and learned a lot.

Grab the workshop brochure here for more details, and join me next Thursday for a fun and insightful day on social media.

It’s rare that I start a blog entry by apologising for the radio silence – but it’s also rare that I go nearly an entire month without blogging – so please accept my apologies for going a month without publishing anything.

It’s certainly not for lack of things to write about, that’s for sure. The past few months have been some of the most exciting of my life; self-employment is in full swing and Pepsmedia is doing great, we’ve had two fabulous holidays (first was a quirky narrowboating trip with friends, second was a relaxing two weeks in Canada to see my family), and life has generally been very good to us.

Amongst all these brilliant events, however, time to step back and admire how far I’ve come since getting to the UK in 2001, which now feels like a lifetime ago.

But today, I’m feeling contemplative. Perhaps it’s because, as of yesterday, Pepsmedia now has a Cambridge office and I’m basking in the autumnal sunshine. Or perhaps it’s because our first employee is starting next week and I can already feel a weight lift off my shoulders, safe in the knowledge that I’ll soon have a secondary brain available to help me (what can I say, the cloning attempts have all failed…) Or it might simply be because I’m in a good mood.

When I chose to take online marketing and social media consultancy seriously, I didn’t know how well I’d fare, but I took the plunge. “What’s the worst that can happen?”, I told myself, “Worst case scenario, I get a new regular job or take on a temporary contract.” But after a good dose of hard work, long hours and a bit of luck, things are going brilliantly. An old colleague commented, saying I was so lucky to be where I was today, doing what I love and working with truly awesome clients.

While thinking about what proportion was luck, and what was blood, sweat and tears, I came across a post by Tara Hunt on people who seem to be lucky, and others who don’t seem to benefit from this supposed luck. Paraphrasing Richard Wiseman, a psychologist at the University of Hertfordshire, she highlights four main characteristics of lucky people:

Four characteristics of lucky people

1. Lucky people are skilled at creating and noticing chance opportunities;
2. Lucky people make lucky decisions by listening to their intuition;
3. Lucky people create self-fulfilling prophesies via positive expectations; and
4. Lucky people adopt a resilient attitude that transforms bad luck into good.

To some extent, some days the planets probably do align better for you than for someone else. But generally speaking, luck isn’t about crossing your fingers in the hope that something good will happen, but rather taking every opportunity to MAKE your own luck.

If you’re passionate about something and you want to be “the lucky one who gets to do what they love for a living”, sitting in a job you dislike, slogging away on demotivating work hours a day, the lucky break won’t happen by itself.

Talk to people who understand where you want to be and may create serendipitous situations where you meet the right people to help you get where you want to be. Find pet projects in the evening, things that get you closer to learning the skills you’ll need to get to your goal. If it’s possible, even consider talking to your current boss to see if you can come to an arrangement; for example, my last employer let me move from full time to two days a week, providing me with a “safety net” while giving me the flexibility to get started.

Most of all, enjoy the journey. It’s like a long hike; while the destination matters, you’ve got to keep your head high and enjoy the view along the way!

So while I’m blogging less regularly, be sure to say hi on Twitter in the meantime.

[Photo credit: John-Morgan on Flickr, Creative Commons]

When I started writing this, I was waiting, seething, for someone at Hewlett Packard to pick up the phone to answer a query I had. As I waited, I had to grit and bear, listening to the second most annoying hold music I’ve ever heard. HSBC wins for the worst hold music hands down – I even recorded it last time I was on hold for what felt like a century, so that I could share the pain with you.

In HSBC’s defence, I don’t usually have to wait very long with them, but when I do, I get a hell of a twitch. As for HP, there was no excuse for the lengthy wait times I experienced.

In fact, an HSBC staff member admitted on the call that day that he’d had many complaints about last summer’s choice: Amy Winehouse’s cover of Valerie. He confided that it wasn’t unusual for customers to be in a call queue for half-hour with nothing but a lo-fi version of Valerie as company – Enough to send anyone into mental meltdown. At the very least, it’ll cause your mild annoyance to snowball into a murderous mood by the time the poor call centre guy/gal picks up the phone.

Anyone who has had to call the Applecare phone line will have experienced the same frustration I did when my MacBook casing cracked:

I went through to an Indian (?) call centre where the quality of the phone line was so poor and crackly, I had to shout my MacBook’s serial number six times, with Andrew giggling increasingly with every “E for Echo, L for Lima!”

The amount of time spent repeating information to the call centre was a waste of my time and theirs, and a crackling poor quality phone line caused tempers to rise. Clearly, the relationship between customer and call centre needs to change.

What’s wrong with the current relationship?

1. Businesses need to value existing customers

Generally calls to call centres are made by EXISTING customers. Is it any surprise then that it takes five times longer (scientific finger-in-the-air statistic) for calls from already-acquired customers to be answered, versus nearly instant answer for the new-customers-only line? Businesses need to stop treating existing customers like crap based on the assumption that we’re tied in with them.

The “Brand new customers only” approach doesn’t work anymore.

2. New technology needs to be adopted more widely

If Online Chat widgets were more commonplace on business sites, I’d often be just as satisfied to ask my questions that way. However, in my experience, the staff answering questions on online chat are often under-informed and working based on a very strict data sheet, most often leading to a conclusion that I’ll need to call the sales line to get an answer to my question.

Some businesses have embraced services like Twitter as an informal customer service channel, and their success is usually proportional to the efforts they’ve put in; a consistent and regular response to questions, rather than the occasional outburst will no doubt have a positive impact. But reality is that not everyone’s on Twitter, so while I enjoy seeing businesses use it, I also want to see the more mainstream services like corporate websites and call centres acknowledge that new technology can help make customers happy, albeit at a cost.

3. Staff need to be encouraged to have a friendlier approach

Treating customers like liars, making them guilty until proven otherwise is a nasty way to start a relationship so while it’s fair to ask for a proof of purchase receipt in order to provide a refund or ask callers to provide identification details before answering questions, customer service needs to be friendly, approachable and proactive in wanting to solve the customer’s issue.

No more robot-like scripts or refusing to escalate the call to managers who can take action, the entire team’s objectives should be to create happy customers, resolving problems and using common sense to solve them in a timely, cost-effective way.

While working on this post, I came across David Cushman’s customer service manifesto, and Heidi Miller’s post who flagged up BL Ochman’s bad customer service experience over a $34.32 accounting error.

How would you improve customer service online, on the phone or in person?

Members of your community do a lot. You rely on them to make the community a success. You can influence the direction of your community, you can influence its content and you even have an influence over the type of members you want in the community. However, when it comes down to whether your community is going to be successful, your members are all that matter. You need to not only attract members that will help your community grow and continue to develop, but you need to keep them. You can do this by making sure they feel special.

via communityspark.com

Community Spark has turned out to be a real gem in explaining how community building works and why community management is such an art.

The best thing a company can do to its community management efforts is to put a passionate and dedicated person in charge, and give them the *time* to do their job well.