Posts Tagged ‘Small Business’

Issues Escalation and Support Guidelines in a start-up environment

You may have noticed a pattern here at KikScore where feedback and the question of when is a product ‘ready’  are hot topics. So, how do you define, measure, and enforce quality in a start up product? Once the product is ‘live’, how can you effectively support your product and react to customer issues and concerns? There are a few key software quality assurance guidelines to follow that apply to products of all shapes and sizes.

During the development phase you must test, test and retest. Depending upon the complexity of the software being developed, this could be a short or lengthy venture. Testing in phases, as pieces of the application become available, is highly recommended. This allows you to not only find major issues early, but also helps ensure you aren’t building upon sub-par code as the product continues through the life-cycle. Also, find a means to track and report status on any and all issues found during the test cycles. A spreadsheet can work if you don’t have a bug tracking system and there are a few free/easy to use ones available.

Even if you had ample time to test everything you could think of, upon release to the general user community, they will find issues you never dreamed of. Once you are ‘live’, your team needs to gauge the severity of any issue that is uncovered or reported to assess the impact and allocate resource(s) accordingly to address it. This is critical in the case where there are limited development resources and you need to prioritize their work so as not to affect other focus growth areas.

Severity can be broken into 3 levels – this also gives the entire team a common terminology when discussing issues.

Severity 1

— Core functionality is not working.
— There is no available work-around to perform the requested action.
— Error messages are displayed.

Severity 2

— Basic functionality is in question.
— There is a work-around to gain access and perform the requested action.
— The system handles the situation gracefully, either with a general ‘logged out’ message or other user-friendly notification.

Severity 3

— General usability items.
— Application is functioning fine, but confusion is raised throughout the display or general system navigation.

Once you’ve qualified the issue, how do you support it through the process and keep the customer informed?
Let’s assume you have a Severity 1 – how do you deal with it? In a small start-up shop, where most of the team has day jobs, creating an on-call or support tier works wonders.

1. Create a weekly on-call support staff that rotates and consists of 2 resources per week.
On a weekly call (or other avenue that applies) — Identify the 2 on-call resources per 1 week interval

2. During the support week, the 2 resources on-call are responsible for researching issues reported and be point of contact for:
— responding to the customer(s) who reported the issue
— involving other team members as needed to escalate/resolve the issue(s)

3. Support resources are required to provide daily updates to the rest of the team on progress of reported issues.

4. Where a code change or update is required, the support resource(s) schedule a team call to outline next steps and expectations

5. If 4 happens, the entire team should discuss the response back to customer(s) on the fix.

The Golden Rule – If a customer found the issue and actively complains – always treat as Severity 1. Be open and honest with your customers surrounding errors that are found and get a fix released in a timely manner. This builds trust in not only your product and support but builds integrity into your brand. What is your quality cycle or lessons learned?

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Posts Tagged ‘Small Business’

Small Business Interview with SJ Trotter from Exclusive Clothing Retail (www.exclusiveclothingretail.com)

What best defines ecommerce? The lack of boundaries in searching for the best goods/services at the best price.  We here at KikScore came across www.exclusiveclothingretail.com  and its owner, S.J. Trotter on Twitter and have been following ECR for a while (despite the fact we’re on the opposite side of the Atlantic).  We’re a fan of ECR and asked Mr. Trotter to give us a few minutes to talk about the economy, lessons on business, and who is his favorite Beatle.  He obliged.  Here’s our interview:

1. How did you get started with your store and selling online?

As soon as we started our company, Exclusive Ent, we knew we wanted to start by selling online, with the amount of free advertising you can gain from social networks an online store is a must.

2. How would you summarize your survival strategy for the past two years?

Not throwing money into the company! One thing we agreed from the start was to slowly build up our company and not take out a massive loan to try and kick start it. Word of mouth and social network promotion was our route rather than spending thousands on advertising. Resulting in us being in 0 debt at this current time which I believe is an achievement.

3. Have you seen any recent uptick in business activity

Because we are a fairly new company we have had a steady increase in sales since we began 2 years ago.

4. What will be your focus for 2010?

Artist’s endorsements & finalizing plans to open our own flagship shop.

5. What are 2 things that you would pass along as guidance for a business just starting out today?

Just do not allow yourself to built up a large amount of debt. As good as your idea is to you, your never ever know if it will be a reality and sell well so test the waters for a while before you start piling money into your business. Also take full advantage of all social network and free Internet advertising.

6. Have you seen any sales deriving from social media?

50% of our sales come from social networking sites, the chain reaction you can achieve from them is priceless.

7. If you could have dinner with any person, present or past, who would it be and why?

Richard Branson, I think I could write a list of 100 questions to ask him in seconds!

8. Better Artist: John Lennon or Paul McCartney?

John Lennon for simply ‘Imagine’, But really I’m not sure you can pick between them they are both world class

9. One informal economic indicator that you watch more closely than anything else?

Although it may not be an economic indicator what I watch closer than anything is my competitions prices, not necessarily so we are always cheaper but more that we show our customers that we have more value for money.

10. Any favorite piece of advice you’ve received?

Built your company with what you earn, not what you can borrow

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Posts Tagged ‘Small Business’

Small Business Interview with Natalie Moody from The Designer Express

Today’s KikScore Small Business series features an interview of Natalie Moody from The Designer Express.   We came across Natalie and The Designer Express on Twitter at the end of 2009.  Natalie is the quintessential online business owner that makes a living selling one of a kind apparel from the world’s top designers. She is also a veteran eBay seller.  We were excited that she took the time to give the KikScore blog an interview and share with the small business community her wealth of experience and also pass on some guidance for online sellers and ecommerce merchants.

1.Tell us about The Designer Express and who you focus on serving.

The Designer Express is an online designer boutique. We supply savvy shoppers worldwide with 100% authentic designer items at incredible prices – savings are up to 85% compared to buying retail. We also provide our clients with top-notch customer service.

Geographically speaking, the majority of our business is serving New York, Florida, California, Texas, Europe and Australia. We are currently selling through our new website TheDesignerExpress.com and on Ebay as The Designer Express.

2.How did you get your start selling online?

The idea for the Designer Express originated in a thrift shop, where I purchased a pair of woman’s jeans for five dollars, and sold them on Ebay for a substantial profit. I continued to sell items on Ebay as I moved from thrift stores to retail stores, where I bought items at clearance prices. I began to focus on selling new clothing, and my Ebay store evolved into The Designer Express. I have to give credit where credit is due, and looking back, Ebay really was the tool which enabled me to reach a productive global market. Due to our success on Ebay, we are currently expanding sales venues with the opening of our new web boutique at TheDesignerExpress.com.

3.Where will The Designer Express focus most of its energy in 2010?

The Designer Express was founded on customer service, and customer satisfaction will continue to be our main focus moving into 2010. We plan to spend significant time marketing the launch of TheDesignerExpress.com. We would also like to attract more international clients to our Ebay store, but the new website will be taking center stage.

4.What have you learned from your business that you could pass on to others about selling online?

Customer satisfaction is the most important part of selling online and creating a reputable business. If you make a mistake, be honest with your client. The bottom line is that satisfied customers will continue to shop with you, and will generate new business as well by word of mouth.

Not every new sale idea will be successful, so be prepared for some trial and error. The market is unpredictable, creating many peaks and valleys in sales. Don’t get discouraged. Perseverance and patience will be necessary.

Use slow times to fine tune your shop and research new inventory. Keep focused by following a daily schedule.

5.As 2009 just closed, what do you see as two new trends in your business this year?

We are seeing more International buyers taking advantage of the favorable exchange rate and weak US dollar. Domestic buyers are cutting back on luxury items as they wait for the economy to recover.

6. If The Designer Express could have a dream spokesperson for your company who would it be and why?

A dream spokeswoman would be Oprah. The exposure gained from being featured as one of her favorite things would be second to none.

7. Do you have any parting thoughts for our readers and the small business community?

This year is a great time to expand or start your own small business. Take a chance by making your business dream a reality! There will be hard work involved, but there is nothing better than being your own boss!

Please tell us what you think about this interview or if you have any questions for this business?

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Posts Tagged ‘Small Business’

Small Businesses and Online Stores, Social Commerce Camp DC is for You

Have you been looking for a FREE educational  grassroots event for small businesses, online store owners and entrepreneurs who want to start or grow their businesses? Look no further because on Saturday, February 20, 2010 KikScore, MyBusinessAssistant.com, Network Solutions and Mayer Brown will be putting on a first of its kind event in Washington DC.

Introducing Social Commerce Camp DC! This event is especially geared for small businesses, online merchants and entrepreneurs who want to get online and grow their business.  The morning long session will be moderated by Network Solutions Social Media Swami, Shashi Bellamkonda and will feature speakers that will focus on discussing real and practical ways of building and growing a small business.  During the Social Commerce Camp DC, we will be engaging in an interactive discussion of new and effective ways that online stores and small businesses can use social media, marketing, and PR to succeed online, build your brand,  get more customers and manage your business reputation.  The event will also feature quality time to network with other owners of online stores, small businesses, social media strategists and overall just some good people trying to avoid watching cartoons on a Saturday morning!

Here is the agenda for Social Commerce Camp DC on February 20, 2010:

8 a.m to 9 a.m:  Continental breakfast, registration and networking

9 a.m to 9.45 :  Session 1 – Social Media 101 for small business and discussion of real success stories

10.00 to 10.45 :  Session 2 – Starting and growing your online store/business

10.45 to 11.15 :  Check your Twitter account/ blogging time

11.15 to Noon :  Session 3 – PR tips and best practices for small business

Mayer Brown’s offices located at 1999 K Street NW, Washington DC 20006 will be hosting Social Commerce Camp DC.

We look forward to you joining us.  Registration details for Social Commerce DC can be found here. Also because Social Commerce Camp DC is a grassroots event that is serving ecommerce merchants and small businesses, let us know your thoughts on subject matter, topics or questions you would like answered at Social Commerce Camp DC. We will work to get them addressed that morning.

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Posts Tagged ‘Small Business’

Is There Brand Loyalty In A Recession?

There are no atheists in a foxhole, but is there brand loyalty in a recession?  In our household, the answer is…nope.  I’ve been noticing this past year the slow emergence of generic groceries cropping up in our cabinets.  Generics?  Dear Lord, the last time I was subjected to generic groceries was growing up with my frugal parents.  Instead of Fruit Loops, we got those Fruity O’s…you know the similarly colored, fruit-flavored cereal that comes in a bag.  Yum.  But my wife insists that times have changed and store-label food products are just as good.  So instead of Irish Spring, we now use Up And Up (Target’s generic brand of green soap).  It’s not bad.  Instead of NyQuil, another Target brand (we love Target).  Instead of Cinnamon Toast Crunch…we continue to get Cinnamon Toast Crunch (you don’t skimp on the important things).  But our household isn’t alone.  It appears that in 2009 there was a surge of generic and store label brands in grocery stores.

But besides my Cinnamon Toast Crunch, I did notice that our household isn’t going generic on clothing…specifically my wife’s boots and jeans.  And she is making the point to go to her favorite small business boutique to get these items (Garbarini, just in case you’re looking to do some shopping in Denver).  When I asked why, the reason she said 1)  because Garbarini has a much better selection than the department stores; and 2) she wants to make sure her favorites stores survive the Recession.

So this Recession may be an opportunity for small and online businesses for a couple of reasons.  First, shoppers are obviously looking to save money and don’t really care where they buy their Sony Bravia — obviously an advantage for online sellers with no overhead cost.  However, ther may also be some brand loyalty to stores and business that specialize on certain product lines and/or customer service.

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Posts Tagged ‘Small Business’

Small Biz Interview with Tufted Topper owner Madalyn Duerr

It’s a busy week for Tufted Topperand owner Madalyn Duerr as she excitedly prepares for the Strictly Sail show at Navy Pier in Chicago this coming weekend. Tufted Topper isn’t just for avid boaters, it is a unique custom mattress pad that can be created for any mattress. Tufted Topper was one of our first KikScorebeta customers and has been a great partner in providing feedback and suggestions not only on the KikScore products but also on small business ventures and various other tidbits. Thanks Madalyn and Tufted Topper – best of luck in the show this weekend!

1. Tell us about Tufted Topper and who you focus on serving?
‘Tufted Topper’ is a custom-made pillow top pad to make any sleeping area more comfortable, giving you mattress comfort without the mattress price. We focus on the marine industry but a topper can be used in campers, on hide-a-beds, or on your own uncomfortable mattress at home.

2. What prompted the launch of Tufted Topper?
The idea for ‘Tufted Topper’ came out of our own need. We were avid sailors spending long weekends on our boat. Sleeping quarters on boats are notoriously uncomfortable and custom mattresses are a very expensive luxury. We had a friend in the mattress business who agreed to make us a topper for our v-berth. It made a world of difference. Once others on our dock heard about the comfortable pad, they wanted one too. A new business was born. However, our friend did not have the equipment needed to make all the intricate cuts and corners found on most boats. After an intense six-month search, we found the perfect vendor and began exhibiting our product at several boat shows but it soon became apparent that we needed more visibility and an easier way for customers to purchase our toppers.

3. How did you get started selling online?
We quickly realized that a website was in order and that a ‘safe’ ordering process was not only important but necessary. Today, more than 85% of our business comes through online sales. Our customers want easy access to product information and simple ordering procedures . . . simple but succinct . . . a challenge when you want to attract customers and provide all the information you can without being overwhelming.

4. Where will Tufted Topper focus most of its energy in 2010?
In 2010, much of our energy will be focused on improving the website and making sure our customers have confidence in shopping with us. KikScore is a great tool that helps us demonstrate that trust online.

5. As 2010 begins, what trends do you see in your business this year?
Slowly coming out of a recession, we look to this year as a ‘retrofit’ year . . . . people remodeling their homes instead of purchasing new ones, getting new tires and brake jobs instead of buying new cars, adding a few small luxuries to their current boats instead of trading up. If that rings true, it should be a good year for ‘Tufted Topper’ . . . . a terrific and affordable upgrade for a boat, camper or home.

If you are out in Chicago this weekend, head to Navy Pier for the show and stop by booth 453 to say Hi to Madalyn and explore having a Tufted Topper custom fit for you!

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Posts Tagged ‘Small Business’

Are Successful Entrepreneurs Really Risk Takers? Malcom Gladwell Doesn't Think So

By nature, I’m a contrarian.  It could be that I just like to argue, but if the conventional wisdom is one way, I’m inclined to believe the opposite.  Since “Blink” and “Tipping Point” became the reference points for almost everyone in the business world, I started to heavily discount any theory or research posited by Malcom Gladwell.  The great thing about being a contrarian, you don’t even need to read the work or understand the position that you’re disagreeing with — you just take the opposite side.  So, of course, I had a very good handle on Mr. Gladwell’s work without actually reading it.  Unfortunately, my intentional ignorance didn’t last long.  As a reader of the The New Yorker, I kept coming across articles that I really enjoyed.  The problem: these articles were written by Malcom Gladwell.  When does this guys sleep?  He’s everywhere.  I wouldn’t be surprised if shows up on Sesame Street, explaining  supply side economics in a child-friendly way. 

Why this long explanation?  Because I’ve completely abandoned by dim view of Mr. Gladwell, and repeat every single thing he writes as gospel.  I sicken myself.  Today will be no different.  In a recent New Yorker article, Malcom takes on the widely held belief that successful entrepreneurs are risk takers and mavericks.  In his view, that may be true for many entrepreneurs, it just isn’t so for successful ones.

Instead of being risk-takers, successful entrepreneurs are those with unique insight or information that see the value in something that others do not, and strike.  These individuals don’t risk their own money (or if they do, very little of it) and act more as predators than as free-wheeling mavericks.  He profiles Ted Turner and John Paulson to make these points.  And ends the with the results of a survey of individual business owners — where it establishes that this group is much more willing to settle for less monetary compensation so long as it is more certain.

So what’s your view?  Do you agree with Malcom, or are entrepreneurs risk takers?

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Posts Tagged ‘Small Business’

Small Biz interview with Little Duck Organics owner Zak Normandin

Today’s KikScore interview is with Zak Normandin, owner of Little Duck Organicsa unique and tasty organic snack food for infants and toddlers – and adults too!  We came across Zak and Little Duck Organics on Twitter where Zak and team are actively promoting their yummy organic treats.  Little Duck Organics is relatively new to the online community and shares a passion for the world of small business and bringing a much needed product to the organic conscious community.  I had the pleasure of talking for awhile with Zak and sharing startup ideas and promotional concepts.  Thanks for your insight Zak and for being a KikScore customer!

1. Tell us about Little Duck Organics and who you focus on serving?

Little Duck Organics is a business that I started developing in February of 2009. My wife and I have always been a fan of all natural/organic/locally produced products, and when we went food shopping for our daughters we really didn’t see anything like that available in the baby aisle. Most of the products that were available contained added sugars, artificial flavors, and preservatives which we preferred not to feed to our kids. When we talked to other parents, they agreed that there was definitely a lack of wholesome, nutritious products available for babies. At the time, I was looking for a new venture to invest in, so I started researching what it would take to bring an organic line of baby products to market. It took me about 10 months to design our first line of products and arrange to have it manufactured and packaged. In December of 2009, we formally launched on Amazon.com and at independent grocery stores in New Hampshire.

2. How did you get started with selling online?

One of our first customers was Amazon.com. They started buying products from us in December to sell through their online grocery division. This was the first experience that we had with selling products online. At the beginning of this month (January), we set up our own online store to begin selling Little Duck snacks directly to customers through our website. This allowed us to have a little bit more control over product placement, descriptions, Etc. Overall, the experience has been great. We’re focusing now on increasing our conversion rate and finding new ways to advertise to potential customers.

3. Where will Little Duck Organics focus most of its energy in 2010?

In 2010, our goals will be to expand our retail and online distribution channels and develop the Little Duck Organics brand. One of our main focuses will be to build customer loyalty and awareness within the baby products niche. We will be working closely with the blogging community, and plan to do a lot of traveling to sample our products at retail stores. In addition, we’re planning on introducing two new products later this year that will compliment our current line of products.

4. If you had 1 lesson that you learned from your business that you could pass on to others about selling online, what would it be?

The biggest lesson that I have learned so far since we set up our online store is that you need to be very aware and organized with all of the external costs associated with selling a product through a website. Credit card fees, boxes, packing materials & shipping costs all add up with you are selling a product with a low retail price. You need to keep these things in mind and adjust your prices accordingly so that what you are offering to customers is still attractively priced.

5. As 2010 begins, what trends do you see in your business this year?

As far as trending goes in the organic baby sector, I think that there will be more of a shift from the conventional baby food companies to upgrade their product lines to incorporate more natural/organic options. Fortunately for us, Gerber will always be Gerber and Beech-Nut will always be Beech-Nut. No matter how they market their products, they will always have the same brand-association in the mind of most consumers. Our advantage is that we were able to start from ground zero and build a brand around a mindset (Creating delicious organic baby snacks with no preservatives or additives).

6. If your business could be any movie or movie character, what movie/movie character would it be and why?

I’ve always loved the movie “Click” with Adam Sandler. I really relate to his character, and although the movie does not directly relate to Little Duck Organics, I can see a lot of similarities between the story-line and our business. For anyone who has not seen the film, the main character is an architect who has the ability to fast forward his life to critical points of success. Basically, he does not want to have to go through the mundane and only wants to experience the promotions, bonuses, success Etc. I don’t want to ruin the movie for anyone who has not seen it, but at the end Sandler learns to appreciate his family, friends, and the journey of life more than he previously had. I’m making a big effort to do the same in my life and at Little Duck Organics this year. I need to enjoy the process of building the business and everything that comes along with it. We’re doing something that most people only dream of , and that in itself should be viewed as an accomplishment.

7. If Little Duck Organics could have a dream spokesperson for your company who would it be and why?

I can’t think of anyone specific off the top of my head, but it would have to be a celebrity or someone famous who has the same mindset as our company. I would prefer a mom who understands the value in feeding wholesome organic foods to their children.

8. How do the folks at Little Duck Organics let loose after a busy day working?

Although most of my time is spent building the business, It is nice to wind down after a long day at work. At home, I enjoy spending time with my wife and daughters. We love trying out new foods and traveling. In the summer, we usually go for a walk every night with our dog. My older daughter loves helping me cook, so I try to do that with her whenever I can. At three years old, she can already make a mean Alfredo sauce 🙂

9. Do you have any parting thoughts for our readers and the small business community?

Know your competition, Work your butt off, Pray for luck.  Cheers!

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Posts Tagged ‘Small Business’

Use More Cowbells to Keep Your Business Focused

If you run a small business, we all have the challenge of staying focused.  We are pulled in a hundred different directions.  You have customers calling you, that new product or service you want to launch, your accountant keeps calling you about this year’s taxes and oh yeah that employee you hired that is just driving you nuts because they are jamming to Lady Gaga’s Poker Face all day at work and not helping you at all.

This Saturday Night Live skit has a good lesson for all of us.  Christopher Walken plays THE Bruce Dickinson during the taping of one of the 1970’s classic songs by Blue Oyster Cult, “Dont Fear The Reaper.”  Walken playing Dickinson implores the band to focus on one critical element to make the song successful.  You will have to watch the video to really see.

What can small businesses learn from the video?

1. Every day make sure you are focusing on the central pillars of your business.  If its marketing to a niche, make sure you are doing everything possible to support your efforts doing that. If it is creating a consistent and coherent brand and then building it. Make sure you have laser focus on this pillar.

2. Eliminate or reduce the distractions of other tasks throughout the day so you can focus on the tasks that grow your business. Here is a great post on how to eliminate distractions in your business.

3. Try, and try again.  Even if you do get distracted.  Stop just like Dickinson does when he interrupts the band’s jam sessions and he makes the band focus on what he sees as the critical element!  If you get distracted, acknowledge it and get back to your core tasks. Yes, that means stay off TMZ and WaitingforNextYear (side note: great Cleveland blog – everyone growing up in CLE knows the refrain with our sports teams…”There is always next year.”)

4.  In the video, learn from Will Ferrell, that even if focusing on a critical element makes you look odd in your business or you have to anger some people by telling them to take a back seat while you focus on More Cowbell go ahead and do it. That focus will only help you and your business to grow, even if it has lots of cowbells.

5. At the end of every rehearsal (i.e. after you end a business day) look back and do a post-mortum: did you focus on the areas of your business that were most important? If not, figure out what you will do to refocus tomorrow.  If so, go celebrate and have a margarita – just dont spill it on your pants!

Did you learn anything from The Bruce Dickinson’s demand for “More Cowbell!” Please tell us in our comments section.

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Posts Tagged ‘Small Business’

My Favorite iPhone Apps: Business Related (generally)

I won’t get into the Smart Phone wars…Google vs. Sprint vs. Apple.  I own an iPhone.  The phone aspect is truly horrible…unless you enjoy the excitement of wondering whether you’ll get through an entire conversation without have the call drop on you.  But the Apps on the iPhone are great.  As I was on a business trip, I was noticing how often I used certain Apps to get through the day. 

There are plenty of other reviews of Apps for business uses.  A good one is the one done by Inc. — they list out 10 very good business Apps, inlcuding Jott (which transcribes your notes that you verbally take).  Thought there are other lists, that shouldn’t stop me from sharing.  And as you’ll see, mine include some fun ones (as all business and now play make Jack…wealthy, but really no fun).  Here we go.  My favorite (mostly business related) Apps:

1.  WSJ/CNBC — This is a bit of a cop-out…having a tie on the first choice.  But there is a reason.  The Wall Street Journal is a great App, but you have to be a subscriber to access it.  So if you don’t subscribe, CNBC’s App is a great alternative.  Of course, they both keep you up on the latest business news.

2.  WordPress:  A great App for mobile blogging.  I don’t mobile blog as much as I should, but I’ve done it a few times on this App and it is really slick.

3.  Touchlytics:  This App lets you track your site traffic/visits…just ties into your Google analytics account.  They have a good lite version of this App.

4.  iVideoCamera:  I was going to buy a iPhone 3GS — mainly for the video capability.  But then the new iPhone comes out later this year…what to do?  I found this App and for $.99, I have video capability and can instantly share it on our blog, YouTube and Twitter.

5.  AroundMe:  I have the Chipotle, Starbucks, and Target Apps, but if you need to find other stores (it’s hard to imagine that you would need to) you can find it easily on AroundMe.  You can also find a Chipotle on AroundMe.

6.  RingCentral:  Once you have a RingCentral account, you can manage your calls and call out from your RingCentral 800 number. 

7.  TweetDeck:  There are a lot of Twitter Apps, but this one, in my opinion, is the best.

8.  TextsFromLastNight:  Not a lot of business function, but it makes any meeting very tolerable.

Send us your favorite and we’ll reconsider this list.

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