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Cybersecurity Still a Concern Among Global Workers, Despite GDPR

Posted: 24 May 2019 01:21 PM PDT

  • A new survey of 3,000 professionals in the U.S., Europe, and Asia reveals that just 39% of respondents feel their personal data is more secure under the European Union's data protection and privacy measure.
  • As a result of GDPR compliance, 57% of respondents say their businesses have implemented stricter data protection processes to secure customer data.
  • 74% of respondents say the tech industry needs more regulations to improve cybersecurity.

More than half of the world's population can connect to the web. As a result, the amount of data that flows freely over the internet – including sensitive personal data – has created a cybersecurity industry that's expected to balloon to $300 billion by 2024. It's also spurred governments to step in to protect users' privacy and data. One such measure was the European Union's General Data Protection Regulation (GDPR).

The GDPR, which went into effect last year, is the EU's wide-net approach to protect its citizens' data and privacy. The law applies to all businesses that deal in EU citizens' customer data, regardless of the company's size, industry or country of origin. As a result, companies with an online presence had to comply with the new rules. But did GDPR regulations actually make people feel more secure?

According to a newly released study from Snow Software, internet users have conflicting feelings about the GDPR rules and its ability to keep sensitive information safe. Of the more than 3,000 professionals from the U.S., Europe and Asian Pacific regions that were surveyed, just 39% of respondents said they felt their personal data was more secure under the GDPR. Furthermore, 34% said they felt the same as they did before data protection regulation became law, 20% said they were unsure, and 6% said they felt their data was less secure.

"One year since the introduction of GDPR, the regulation has started a global dialogue around how customer data is cared for and, if nothing else, has helped strengthen best practices to ensure data protection," said Alastair Pooley, chief information officer at Snow.

Following GDPR implementation, workers notice changes  

As one of the most powerful tools at our disposal, the internet is integral to almost every business. As such, once the GDPR requirements became the de facto global standard, companies around the world changed how they handled their customers' data so they could avoid penalties for noncompliance.

The survey asked people in different professional roles how safe they felt their data was with GDPR data protection rules in effect. Most management-level employees said they felt their data was more secure, with 55% of vice presidents and C-level employees, 52% of directors, and 47% of managers reporting in the positive. Independent contractors, however, felt the opposite, as just 26% of specialists, 27% of entry-level employees and 29% of associates felt their data was more secure.

According to Snow's survey, more than half of respondents (57%) said they witnessed stricter policies at work surrounding the use of technology and customer data after their companies became GDPR compliant. While workers in most regions answered that way, European respondents were the most likely to notice changes, as 70% said the changes were noticeable. In comparison, 61% of Asia Pacific respondents and 40% of American workers said they'd noticed policy changes at work.

Location wasn't only a factor for changes in the workplace. Of the survey respondents who reported working at a medium-sized business with 100 to 1,000 employees, 65% said they'd noticed policy changes once the GDPR rules went into effect.

Though most workers said they'd noticed changes, Pooley noted that the remainder of people who hadn't felt any changes still made up a large portion of the workforce. Even though the changes may not have been fully grasped by some workers, he said the data protection directive is working.

"Whilst workers themselves may not directly feel this impact yet, the increase in data breach notifications being reported to the UK's Information Commissioner's Office is noteworthy, as it suggests that transparency was seriously lacking prior to enforcement," Pooley said. "There is still a lot to do, but it is clear that considerable steps have been made by organizations worldwide to ensure there are enhanced data protection efforts and improved transparency globally."

How GDPR regulations have changed how people use the internet

Along with its impact on businesses, Snow's research investigated how people were reacting to the data protection law and its effect on their internet use in the last year. What the data found, officials said, was that people were slightly annoyed at the increase of data privacy popups, but still felt more security measures were needed.

According to the survey, 74% of global respondents said they noticed an increase in popups or opt-ins requesting consent for using personal information. Generally, these notices are meant to inform users that their "cookies" are used for analytics, personalized content and potential marketing opportunities.

Since those notices have become a more common occurrence on the internet, 19% of respondents said the requests "negatively impacted their productivity," while 32% said they were increasingly annoyed by them. Approximately 49% of respondents said they either saw an increase or no change in the amount of spam they receive, regardless of the GDPR rules.

"The question that remains to be seen is whether the regulation and the controls implemented in its name will be strong enough to stand up to the rising tide of threats we face in the years ahead," said Pooley.

Even though the GDPR data privacy laws have caused some annoyance, 74% of respondents said they felt the tech industry needed more regulations put in place. When considering the current state of tech regulation, 24% of respondents said they felt vulnerable, 19% said they were worried and 29% said they were hopeful.

What the SECURE Act's Passage in the House Means for SMB Retirement Plans

Posted: 24 May 2019 12:00 PM PDT

  • If made into law, the SECURE Act would give larger tax credits to small businesses that provide retirement-savings plans to their workers.
  • This bill allows small businesses to form multiple-employer 401k plans to save costs, making it easier for them to offer quality retirement plans to their employees.
  • Under the SECURE Act, long-term, part-time employees may be eligible to participate in employers' 401(k) plans.

Weeks after its passage through the Ways and Means Committee, the "Setting Every Community Up for Retirement Enhancement of 2019," or the SECURE Act, got one step closer to becoming a law following a 417-3 vote in the House of Representatives.

This piece of legislation has bipartisan support and is touted as a major step in making retirement benefits more attainable for American workers.

"The SECURE Act will help American workers and their families save for a secure retirement, and I am proud to bring it to the Floor today for a vote in the House," said Majority Leader Steny H. Hoyer (D-Maryland).

Following its passage in the House yesterday, the bill is expected to make its way to the Senate's Finance Committee after Congress returns from Memorial Day recess. If it passes there, the bill will be brought to the Senate floor for a final vote before it gets sent to President Donald J. Trump's desk for approval.

The SECURE Act is one of two retirement-focused bills now making their way through the higher chamber, with lawmakers hoping this bill or its counterpart, the Retirement Enhancement and Savings Act of 2019 (RESA), will become law by the end of the year.

What the SECURE Act means for small businesses

If made into a law, the SECURE Act will offer a larger tax credit to small businesses that opt to set up retirement plans for their employees.

It also makes it easier for small businesses to sponsor employee retirement plans by removing existing restrictions on multiple employer plans (open MEPs) that let SMBs enter a plan with other businesses.

Along with those provisions, the SECURE Act will give employers a "fiduciary safe harbor" when selecting a lifetime-income provider. Under those protections, employers will have a set of guidelines that, if followed, can shield them from liability.

Chad Parks, founder and CEO of Ubiquity Retirement + Savings, said the bill's attention to small businesses should put them at ease. "There's something to be said about the widespread awareness of retirement issues at the regulatory level, given the bipartisan support on this bill," he said. "Many of the changes that were included in this legislation show that regulators are working to clean up some loose ends and loopholes that were historically problematic to plan administrators and employees."

Parks said he and his firm were especially happy about the bill's focus on addressing lifetime income and its inclusion in retirement accounts.

"For many, ensuring lifetime income has been an ongoing challenge when saving for retirement and simultaneously managing other financial responsibilities," Parks said. "While the fate of this legislation is unknown at this point, we are enthusiastic about regulatory support to help end the looming retirement crisis."

Editor's note: Looking for the right employee retirement plan for your business? Fill out the below questionnaire to have our vendor partners contact you about your needs.

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How the SECURE Act benefits American workers

Though the SECURE Act still has a way to go before the president has a chance to sign it into law, legislators stress its importance for the American worker. If passed, it would be the first major piece of retirement legislation since the Pension Protection Act became the law of the land 13 years ago.

Here are some of the bill's notable features:

  • The bill increases the age that retirees must reach before being able to withdraw cash from their individual retirement accounts (IRAs) and 401(k)s from 70.5 to 72.
  • It removes the age cap for contributions to IRAs entirely, allowing older workers to put money into their retirement accounts.
  • It allows employers to increase employee contributions from 10% to 15%.
  • The bill allows long-term, part-time workers to participate in 401(k) plans by requiring employers to have "a dual eligibility requirement under which an employee must complete either a one year of service requirement (with the 1,000-hour rule) or three consecutive years of service where the employee completes at least 500 hours of service."
  • It allows new parents to withdraw up to $5,000 from retirement accounts to cover expenses for their newly born or adopted child without any penalties.

Last-minute changes to SECURE Act remove support for home-schooling costs

While the overall mood during the vote on the SECURE Act was largely amicable between the two parties, a last-minute change caused some consternation within Republican ranks.

When the bill was originally introduced, there were two provisions that expanded Section 529 accounts – also known as qualified tuition plans – to cover home schooling costs and supplies for K-12 students. While Republicans favored the measure, numerous teachers' unions and lobbyists did not. As a result, the language was removed and Republicans were upset at its exclusion. Kevin Brady (R-Texas), the top-ranking Republican on the Ways and Means Committee, said its removal could "lower bipartisan support for the package we reached in good faith."

Regardless, Brady and an overwhelming majority of his Republican colleagues joined lawmakers on the other side of the aisle and passed the bill.

4 Biggest Misconceptions About AI

Posted: 24 May 2019 11:00 AM PDT

When most people hear the words "artificial intelligence," the first thing that comes to mind is an all-knowing, sentient machine that can outsmart and overpower any human being. Artificial intelligence is something big and scary. It's a threat that will take away our jobs and livelihoods, replace us all, and ultimately obliterate the human race.

Even if that ultimately ends up being true, I do not believe we are anywhere close to that scenario. I also believe that these powerful misconceptions around AI actually prevent us from building a positive relationship with it. 

Misconception #1: AI is actively looking to replace people.

AI, in and of itself, is technology with no volition. It does not seek to replace the workforce for a smarter and cheaper machine alternative. It is post-industrial tech capitalism at its finest doing that, not AI. It may seem like a subtle difference, but it's huge. AI gets all the blame, but the capitalistic paradigm is a lot more accountable for the threat to our livelihoods than the technology itself. [Read related story: How AI and Machine Learning Are Changing Cybersecurity]

Misconception #2: AI is ridiculously smart or savvy.

AI could be ridiculously simple in its applications. It can be fragmented and disjointed, as opposed to a microchipped, perfected version of the human mind. AI can do simple things, like learn how to play checkers, identify patterns in large data sets, or any straightforward activity that just requires crunching more data than a human can. AI is not necessarily a competitor trying to outperform the human mind, but possibly an extension of our senses and capabilities.

Misconception #3: AI is complex and difficult to understand.

Coding for AI can get very complex, but the concept of it is simple: It's any technology that mimics our natural cognitive abilities. The misconception here for most non-tech people is that, once AI enters the conversation, we are talking about either stereotyped sci-fi or scientific concepts way over our heads. But AI can be very straightforward. If you can understand the mind as a cognitive processor, you can understand AI.

Think of it this way: The mind is powerful in that it not only learns rules, but makes these rules and improves them over time based on experiences. Let's say one day you try to add water to a pan full of oil and you create an explosion in your kitchen. You will learn that this is something you do not wish to repeat. No one will have to formally instruct you not to do this moving forward. You will know from the undesirable outcome that, next time you are in the kitchen, you will try a different path that has a greater probability of a desirable outcome. So all AI is doing is mimicking what we do naturally. 

Misconception #4: AI will achieve singularity.

We have no idea how much AI will evolve over time. We do not know how heavily regulated the industry will become and whether or not the industry will continue to focus on direct applications for AI as opposed to consciousness in terms of heavy funding. While it is logical to predict this natural continuous evolution of AI toward singularity, the truth is that we do not know.

Due to the range of applications and sophistication of these applications, AI is really not a thing, but many things. Our negative bias toward uncertainty, compounded by the threat of the unknown, gives us awe but also a lot of fear about the long-term social consequences of super-disseminated AI.

From my perspective, I can certainly see the changes introduced by AI slowly rippling throughout my microverse, but I do not see it replacing or obliviating anything. Instead, I see AI transitioning my team to tasks that leverage the best of human abilities as opposed to doing things that slowly deprive us of creativity, spontaneity and deep critical thinking,

In my scenario, there is room for everything – AI and natural cognition working together. But this scenario also requires a more self-reflective view and a more transformational attitude to life in general that is more at ease with change and discontinuity.

How to Identify Third-Party Vendors to Help You Scale

Posted: 24 May 2019 09:00 AM PDT

After five years, only 56% remain in business.

As they put together the pieces necessary for growth, startups quickly discover that the first step is also one of the hardest – finding the right people. Without a capable and committed team, even the best ideas struggle to get off the ground.

Founders cannot simply find and onboard talent, though. They must also find people who can help build a sustainable, empowering culture and then learn how to keep as many of those people around as possible. As if that weren't enough, founders also have to be able to recognize when someone isn't a good fit. Those hard decisions can make or break startups with limited time and resources.

Product decisions, too, affect the odds of survival. What problem does the product solve? How much is that solution worth, and what are people willing to pay for it? Founders can't rush into implementing their ideas before they truly understand the needs of the audience and the likelihood that the product will fulfill those needs.

Not every organization fits into the same mold. Startups pride themselves on their disruptive and agile natures, yet many founders are afraid to step out and try something truly different – especially when board members and other influential figures advise caution. However, standing out from the crowd might be the most important factor in startup success.

Where partners come into play

With so many challenges to overcome, few startups make it to the fifth year and beyond without a little help. Third-party vendors in a variety of functions can act as valuable extensions of the company's core team. Startup executives should not see these outside parties as a threat, nor should they try to adopt every outside partner that proves useful. By letting the experts do what they do best, young companies can focus on their own strategic development, confident in the knowledge that their partners know what they're doing.

Seasoned vendors also provide perspectives and experience that many founders have yet to acquire. These vendors might not operate in the same industry, but they have worked with plenty of organizations that faced similar challenges and know the most (and the least) effective strategies for confronting them. Founders should not only consult vendors for their services, but they should also listen to what their partners have to say about wider business issues.

Many of the world's biggest operations got off the ground by partnering with outside vendors, even for essential core processes. Airbnb, for instance, created a unicorn startup without any in-house coding talent.

My company, Enertia Software, uses third-party vendors to help with a variety of tasks. From recruitment assistance to destination management for our annual user conference to customer experience analytics, our partners provide invaluable skills that help us grow. When we work with great vendors, the amplification effect spreads to all our internal teams.

How to pick partners to scale

Before you go out and hire all the vendors you need, address your company's infrastructure. Startups with messy infrastructures can run into internal conflicts and employee turnover if they bring in outside parties before they're ready. Transitioning to stronger, more scalable business practices can be a challenge in the early days, but the effort pays major dividends as the company grows. Embrace the pain of creating a strong infrastructure early to save time and effort in the long run.

Once you address your infrastructure, you're ready to find the right partners for your business. Follow these four tips to bring in third-party vendors that can scale with you:

1. Be relentless when it comes to research and references.

Thoroughly research the market options that address your needs within your budget. Odds are good that plenty of companies want your business, so do the legwork ahead of time before sales pitches cloud your judgment.

Tap your network to get recommendations from people you trust. It's one thing to read case studies on a vendor's website, but it's another to talk to your trusted colleagues about their experiences. Don't take anyone's word as gospel – experiences can vary greatly – but do treat the advice of people you trust with appropriate respect.

2. Start with small projects.

When applicable, use small projects to reduce risk and learn the methodologies of your potential partner. It's much easier to part ways with a vendor who misses deadlines on a small test project than it is to untangle your company from a vendor that's supposed to handle an entire business function.

As you consider your options, find out which vendors subcontract their work. Not all subcontracting is bad, but if your vendors will use their own vendors to fulfill your needs, you should know what that process looks like.

3. Be clear on wants, needs and expectations.

Great partnerships arise from great communication. Manage third-party vendors as though they're employees. Provide actionable, reachable targets, leaning on the expertise of the vendor as a guide, then hold your vendors to the standards you set together.

Be realistic and clear about deadlines and deliverables. Never make vendors guess about what you want or when you want it. "By the middle of the week" might mean Tuesday afternoon to you, but your vendor might assume Thursday morning is fine.

4. Fail often … but trust your gut.

Get used to frustration in the early stages. Most relationships require both parties to iron out the kinks before the process becomes the smooth, growth-empowering agreement it should be. Work with a variety of vendors when possible, then offer long-term deals to the ones that mesh with your company and work style.

Trust your gut at every turn. If you feel like someone is withholding or misrepresenting information, you don't owe it to anyone to stick it out. It's your business, not a court case. You will know when a relationship is right, and you will know when it's not.

Your business can grow, or it can fizzle. Which path you choose depends greatly on the partners and vendors that help make your success possible. Use these tips to weigh your third-party vendor choices carefully and work with people who have the dedication and experience necessary to help you reach your goals.

Tablet Buying Guide: How to Choose the Best Tablet for the Job

Posted: 24 May 2019 07:15 AM PDT

This tablet buying guide will help you find the right device for your business, even if you're not an experienced tech shopper. Whether you want a sleek Android tablet for watching movies and playing games, a powerful PC tablet with a detachable keyboard, or a rugged waterproof device with a high-resolution screen, we've got you covered. While other websites will offer you top-10 lists and sponsored posts for recommended devices, our tablet buying guide puts the power and knowledge in your hands so you can make informed buying decisions for your business for years to come.  

Step #1: Define your use case.

The best way to narrow down your tablet options right off the bat is to set a budget and identify a clear use case. If you cannot determine a use case – in other words, if you're not sure exactly how you and your employees will use the tablets you're buying – hold off on the purchase entirely.

These are some common use cases for tablets:

Media consumption

One of the most common use cases for a tablet, even for business users, is as a media-consumption device. If you primarily want a tablet to catch up on news, read e-books, watch movies, listen to music and occasionally shoot off an email or two, you're in the media-consumption camp. Users in this category can skip flashy, expensive 2-in-1 machines in favor of low-end or midrange tablets with high-quality displays and good speakers.  

Payment processing

If you're buying tablets for customer-facing use, like inputting orders and processing payments, your focus will probably have more to do with credit card processing software and the available accessories than anything else. Durable waterproof cases and space-saving mounts are essential for tablets that are being used as replacements for old-school cash registers and desktops.  

Work on the go

For some entrepreneurs, working on the go is easier to accomplish on a tablet than a laptop. If you want the portability of a tablet with the functionality of a laptop, complete with keyboard and stylus capabilities, then a 2-in-1 or hybrid machine is the way to go. These workhorse tablets tend to be pricier than their lighter counterparts, but they also come a lot closer to replacing your laptop altogether, while maintaining the flexibility of a tablet.     

Field work

Tablets are essential for field workers like police officers, loggers, farmers, factory workers and construction workers. If your tablet needs fall into the field work category, your best bet is to skip consumer tablets entirely and go straight for rugged tablets that are built to take a beating. Rugged tablets come with plenty of vehicle mounts and cases, can be used in heavy rain, and are built to withstand dust and drops. Many have extended battery life or even come with external battery docks. The easiest way to maintain your fleet of rugged tablets is to purchase them all from one manufacturer, so choose carefully.

Step #2: Set your budget.

Your use cases should help determine your budget. Tablets intended as primary devices for employees, especially if they are rugged tablets, will naturally cost much more than supplementary devices intended primarily for checking emails on the go. This should help you calculate a rough estimate.

Supplementary tablets

There are lots of affordable tablets on the market that are perfectly usable for supplementary purposes. If you're purchasing tablets for employees who already have reliable laptops or desktops, you can get away with spending around $150 to $300 per device. Keep in mind, though, that devices in this price range are most suitable for web browsing and accessing apps. Don't expect these cheap tablets to have SD card slots, extended battery life or high-resolution screens, but do expect them to provide a highly portable online experience for business users on the go.

Primary device tablets

If you're buying a tablet with the intention of using it as a primary device that can replace or stand in for your laptop, expect to pay low to midrange laptop prices. The price range for this category is broad, because it's highly dependent on how much storage you need (more storage equals higher cost) and the quality of other specs, such as the display. For a general estimate, expect to spend anywhere from $400 on the low end to $1,200 on the high end. If you intend to purchase removable keyboards or covers, be sure to factor that into your estimation.

Rugged tablets

Rugged technology is almost always more expensive than its standard-issue business or consumer equivalent, and rugged tablets are no exception. You should expect rugged tablets to run you at least $800 per device, possibly much more. This cost estimate does not include external power packs for extending battery life, vehicle mounts, apps or software. The best way to get a good price for rugged devices is to work directly with a brand or reseller that specializes in rugged tech. You can often get lower per-device rates in exchange for ordering in bulk from one OEM or reseller. Consult with a sales rep to get a realistic idea of how much you'll be spending all in.  

Step #3: Choose an operating system.

Your operating system choice should be driven by app usage, cost, and familiarity or preference. If you have an IT department or outside tech consultant, you may want to get their opinion before you shop. If you're on your own in the tech department, this operating system guide should provide some clarity.

Android

Your Android experience will vary widely depending on which tablet manufacturer you choose, because Android is an open platform, which means hardware manufacturers are free to put their own spin on it when they release their Android devices. Tablet makers such as Samsung release tablets with a slightly modified version of Android that includes extra features; Amazon's tablets run on Fire OS, a heavily modified version of the Android operating system with an easy-to-use interface and features like Mayday, which gives you 24/7 live video tech support right on your tablet's screen. If you're apprehensive about the flavor of Android you'll be getting on your new tablet, make an in-store visit to test-drive it yourself.

Chrome

The new kid on the operating system block, Chrome OS is built on Linux and was only used for Chromebooks until very recently. In May 2018, Acer changed the game when it released the first Chromebook tablet, and now there are several on the market, including the high-end Google Pixel Slate. We don't recommend a Chrome tablet for most SMBs, only because the variety of devices currently available is very slim. Unless you're a small shop or one-person operation, it's better to opt for an operating system that's accessible on a wide variety of devices at a wide range of price points.  

iOS

If you're an Apple devotee, you're already well acquainted with its proprietary operating system, iOS, which is beloved for its clean design and ease of use. Perhaps its biggest advantage is its huge selection of tablet applications. The iOS platform is also known for its great security. Much of that advantage comes from the locked-down nature of the platform; you can't install applications from outside sources, and apps inside the App Store are rigorously screened. Apple tablets are also very popular for business users in client-facing roles, especially creative or image-related jobs.

Windows

If your business has high compliance or security needs, Windows is likely the best choice for the job, thanks to its best-in-class security features and MDM. The other big advantage to choosing a Windows tablet is that you probably already use a Windows computer at your business, which means that all the desktop applications you use at work will also run on your mobile device. Although you can probably find good alternatives to most of your favorite programs on Android and iOS, Microsoft's platform might be your only real option if you depend on a specific piece of Windows software. If you are unsure of which operating system to choose, we recommend Windows.

Step #4: Only compare specs that matter to you.

Many business buyers find technical specs to be the most overwhelming aspect of shopping for tablets, but the good news is you don't have to know what every single spec means. Once you get to this step, you've likely narrowed your choice of tablet down to a few devices, so focus on the specs you know you care about to make your final decision. These are the specs that are most likely to impact regular, daily business use.

Accessories

Accessories can add flexibility and utility to your tablet. One way to narrow down your choices is to look at the available add-ons for the devices you're considering. Make sure you consider options like a charging dock, case, stylus and detachable keyboard. Keep in mind that your keyboard can hugely impact the user experience – a small and flimsy keyboard, though compact, is unlikely to get much use.

Battery life

Battery life needs should be evaluated on an individual basis. If you're a frequent traveler and anticipate heavy tablet usage, then battery life may be a very high priority, but if you usually work closer to home, it may be a nonissue. Keep in mind that the battery life listed on spec sheets is typically optimistic and provided by the manufacturer, so use it as a general guideline and not a hard and fast truth. For field workers using rugged tablets, vehicle docks with rechargeable batteries are a good investment; some can even extend the battery life of a tablet to days rather than hours.

Processing power

The processor is the brains of any device, and an inadequate processor can render an otherwise acceptable tablet unusable. If you're only going to use your tablet for basic browsing and watching movies, a basic processor will do. If you want your tablet to be a true work machine, you should opt for something more powerful, like a quad-core Nvidia Tegra X1, a MediaTek MT8176, or a Snapdragon 820 or higher.

Size

Android and Windows tablets come in a huge variety of sizes. If you're buying tablets for a team, not just for yourself, it may be wise to give your employees a choice between a large tablet and a smaller one. When you read a spec sheet, keep in mind that screen size is measured diagonally. If you can't gauge the size of a tablet by looking at the measurements, it may be worthwhile to handle them in-store.

Storage space

The amount of storage available on a tablet is reflected in the amount of RAM. About 4GB is standard for a quality tablet. However, many tablets offer additional RAM if you're willing to pay extra. The more you intend on storing on your tablet (as opposed to in the cloud or accessible via app), the more storage space you will need. If you're unsure of what you need and you already have a work laptop as your primary device, it is highly likely that 4GB RAM will be enough.

Step #5: Buy a tablet.

When you work through the steps in our tablet buying guide, your decision should be clear before you even set foot in a store or enter your payment info online, and that's the goal. When you shop based on your needs, utility and budget, you avoid overpaying for bells and whistles you don't need, as well as underpaying for an inferior device. 

3 "Secret" Ingredients That Consistently Drive Business Growth

Posted: 24 May 2019 07:00 AM PDT

Is it a question of mindset? What can we learn from those companies that have achieved a pattern of stable growth throughout the decades?

Hard work, talent, dedication, commitment to excellence and even more hard work. These things – especially an unending supply of hard work – make up the not-so-secret secret formula used by companies that have attained consistent growth. On top of that, the leadership within these companies keeps a future-oriented mindset. "This business is being built for years – and generations – yet to come," is a much better leadership outlook than one that says, "I have built this by myself and for my own glorification right now."

But really, it's all about hard work. That's why the secret formula is really pretty obvious. We all know the value of hard work, and we all believe in it. Some of us even practice what we preach when it comes to hard work. But do you know exactly what hard work looks like? Have you ever realized that hard work takes many shapes and forms? Does your company – do you – work hard at everything you do?

Shortcuts are not hard work

Shortcuts look smart. They look efficient, easy, quick and painless. They offer a chance to deliver a higher volume with little or no extra effort. But they are not hard work. Working smart and keeping up with best practices is crucial to your product's quality, but it should never be the end you seek. The product's quality is all that matters; that, and your character, are all your customer will ever really see. Minimal effort work (i.e., work that's full of shortcuts) produces a minimal effort product. Minimal effort is what your competitors provide, inferior quality from others is what drove your customer to you in the first place. Reward their trust by taking the road less traveled. Working without compromise – without shortcuts – really will make all the difference.

Your pain is my pain

We're all familiar with the concept of a customer's pain points. Too often these days, businesses see pain points as places where they can gain leverage over a customer, where they can extract a bigger project at a higher dollar. Instead, you should see your customer's pain and make it your own. In the end, what are we doing for our customers? We're making life better for them. Ask yourself, before every decision, before every presentation, "Is this truly improving life for my customer? Am I making their business better, am I really solving their problem?' If you can't answer with an emphatic "Yes!" step back and take a closer look at what you're doing.

If you've really set out to make life better for your customer, you will inevitably find that your work just got harder. But that's a good thing, always. From a Manhattan high rise to a commercial lighting company to world-class educational environments, you can always find ways to adopt your customer's pain as your own. See things through their eyes, feel their unique needs as if they were your own deepest longings. Employ your hardest work to deliver the solution that makes things better for the customer.

Rarity = Value

Your hard work will make you valuable because it will make you rare. Technology and best practices are constantly evolving, constantly improving. Hours are being shaved off this process, days being cut from that project. But the needs of our customers are constantly evolving, as well, and the challenges we face are growing alongside those changing needs. That's why most of the top companies are using technology to gather more qualitative customer data which informs decisions that are in the best interest of the customer. Companies are also having great success using personalized touchpoints throughout the relationship so that the customer truly feels like they matter. As many companies are doing more to reduce their time spent with customers, the growing companies are working hard to make sure that customers are being taken care of. Seems simple enough. The more you work hard at doing the simple things, the more your company will become a rare species.

There's no substitute for hard work. That's why it's so crucial. The harder your company works, the harder you will be to replace with a competitor. More hard work means you are rarer, and that rarity directly increases your value.

 

4 Tips for Outsourcing Your Customer Service

Posted: 24 May 2019 06:00 AM PDT

According to research by Microsoft, 96% of respondents said that customer service is important in determining if they stay loyal to a brand. Without it, your business is surely losing out on revenue, conversions and a happy, returning customer base.

Here are four tips for outsourcing your customer service department so your business reaches its goals and stays on the path to success.

1. Evaluate your business needs.

Do you know your goals for customer service? Do you know what you want it to achieve? What are your company's guidelines for handling and solving customer issues? If you don't know, it's time to lay these issues out and answer them as specifically as you can.

 

Editor's note: Looking to outsource your customer service to call center agents or an answering service? Fill out the below questionnaire to have our vendor partners contact you with free information.

 

 

It's important to establish your brand voice, tone guidelines and business goals for your customer service team. Without clear steps or directions to follow, it'll be more difficult for your team to sync when tending to customers. Consistency within your brand is essential, because it's what ties the whole operation together and makes every facet of your company cohesive.

2. Offer adequate training.

Evaluate the onboarding process after you hire your customer service team. Is it thorough and informative? Are your employees' questions answered adequately so that there's less room for errors, or are they left wondering how to perform certain tasks or speak to customers? Without proper training, you'll spend more money fixing customer issues than on other parts of your conversion strategy. [Need a team of agents to handle your customer service? Check out our best picks for call center and answering services.]

In the Microsoft survey, 30% of marketers said the most important aspect of customer service is "speaking with a knowledgeable and friendly agent." Invest in training your team on their skills so that business operations have a higher chance of running smoothly. This isn't to say you won't encounter mistakes and blunders from time to time, but the chances of them occurring are far slimmer. Spending time and money perfecting your customer service strategy will pay you back in increased ROI and positive customer feedback.

3. Embrace AI.

If you haven't yet implemented artificial intelligence into your customer service strategy, you're missing out on an easy way to interact with your audience and solve their problems even when a physical team isn't there to do so. Have you ever visited a website where you are immediately messaged by a chatbot asking if you need any assistance? This is AI in action, and it's already benefited tons of online businesses.

Research by Adobe found that 47% of businesses already use AI in their marketing strategies, because it's just that effective. Unless you hire a round-the-clock team, it's impossible to always handle customer care issues as soon as they come up, which is why AI is such a valuable part of any customer service strategy.

4. Ask for customer feedback.

Want to know how your business can improve its customer service efforts? Ask your customers. Even if the feedback is negative, you can use it constructively to refine your strategy so that you end up with higher conversions. Don't take it as bad news, because every business encounters negativity at some point or another. You can't please everyone, so use this feedback to your advantage so you can cater to your audience better.

Ask your audience how your customer service department could improve. What problems have they encountered when trying to get in touch with your business? How was the quality of service? You can email your subscribers a survey as detailed as you need to enhance this part of your brand.

Outsourcing parts of your business could be your best move going forward, but if you don't have a plan for how to do it, you could end up wasting time, money and resources. It's essential to take time training your team, implementing smart AI practices, asking for feedback from your audience, and laying out your business objectives beforehand for the most refined customer service practices.

How to Create an Effective Customer Journey Map

Posted: 24 May 2019 05:00 AM PDT

According to Harvard Business Review, a customer journey map illustrates the steps your visitors take when they engage with your company, which could be products, services, online experiences, and so forth. The map allows you to gain a clearer insight into your audience's motivations, needs and pain points as they move through the conversion funnel.

If you have yet to create a customer journey map for your audience, now is the perfect time to start. There are endless benefits that come with it that can help you understand your target market so you can serve them better.

Why you need a customer journey map

You might be wondering why your business needs a customer journey map in the first place. For one, it helps you find out more about your visitors so you can provide them with a seamless user experience. A journey map also helps you refine your target market so that you aren't trying to target too broad or general an audience. The more you can narrow down your target, the better off you'll be.

According to the Huffington Post, only 34% of businesses have implemented a customer journey map into their marketing strategy, meaning that too few marketers understand its importance in business growth and success. You can stay one step ahead of your competitors by creating a CJM that's effective and brings about results.

Create customer personas

You should already have customer personas, or buyer personas, created for your ideal customers so you have details on how to cater to their needs. If not, now is the perfect time to flesh them out. Include as much information as you can, including their demographics, buying behaviors, income, education level, issues they need to be resolved, and more. Monitor your analytics to get this information or send out a customer survey to your existing customers.

Good questions to ask are:

  • How much time do you spend on our website?

  • Have you made a purchase with us before? If so, what made you do so?

  • How easy or difficult is it to navigate?

  • Was customer service helpful?

  • Have you ever intended to make a purchase but backed out? Why?

Determine touchpoints

Touchpoints are essential in creating your CJM. They're all the places on your site where your visitors can engage with you. List out these points to figure out where there could be a smoother transition or simply see what's working well. Pay attention to how many touchpoints users encounter before they're able to take the action they want. Is there a way you can cut back on the navigation so it takes fewer steps for them to get where they want to go?

Pay attention to the Behavior Flow report and Goal Flow report in Google Analytics. Behavior flow shows you the path your website visitors took while they were on your site. This can tell you what content keeps them engaged and what content adds to your bounce rate. Goal flow shows the path visitors traveled through a funnel while trying to achieve a goal.

These two reports will show you which touchpoints are most popular with your audience and which ones only present obstacles during their journey. As you look at your list of touchpoints, pay attention to the actions your visitors perform, what motivates them to do so, and which obstacles they face.

Draw your map

There are a few different ways you can document your map:

  • Day in the life: This kind of map lays out a typical day-in-the-life of your customers so you can better understand how your site fulfills their needs.

  • Future state: This lays out the ideal journey you want your visitors to take as they browse your site.

  • Current state: These maps show you how your audience is interacting with your brand right now.

You need to think about which map best suits your business needs in the present, although you could create more than one type. Go back to your goals to determine which map will give you the most refined strategy to work with so you can improve your lead generation, capture emails, and increase your ROI.

Wrapping up

If you haven't yet created a customer journey map to boost your business success, now is a good time to start. They can help you understand your audience clearly, solve their pain points, and keep them engaged. It's important for any business to map out how users spend time on their website engaging with their brand so they can cater to their needs and give them what they want.

Is Your Website ADA Compliant?

Posted: 24 May 2019 04:45 AM PDT

  • The Americans with Disabilities Act (ADA) requires certain businesses to make accommodations for people with disabilities.
  • Web content should be accessible to the blind, deaf or those who must navigate by voice, screen readers, or other assistive technologies.
  • Businesses that fall under Title I, those that operate 20 or more weeks per year with at least 15 full-time employees, or Title III, those that fall under the category of "public accommodation," are covered by the ADA.
  • There are no clear regulations defining website accessibility.
  • Failure to create an ADA-compliant website could open a business to lawsuits, financial liabilities and damage to your brand reputation

The federal Americans with Disabilities Act (ADA) is often associated with physical locations and accommodations certain businesses must make for people with disabilities. These accommodations typically include wheelchair accessibility, access to service animals and the use of braille for customers who are visually impaired. However, the ADA also extends to the digital realm, requiring businesses to ensure web content is accessible to all users.

What does an ADA compliant website look like exactly? There are no clear ADA regulations that spell out exactly what compliant web content is, but businesses that fall under ADA Title I or ADA Title III are required to develop a website that offers "reasonable accessibility" to people with disabilities. These guidelines will help you get started building a truly accessible website and help your business avoid the penalties associated with the ADA, including lawsuits, financial penalties and loss of brand reputation.

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Which businesses are required to comply with the ADA?

The first thing to understand about the ADA is which businesses are required to comply. Under Title I of the ADA, any business with at least 15 full-time employees that operates for 20 or more weeks every year is covered by the law. Under Title III, businesses that fall into the category of "public accommodation," such as hotels, banks and public transportation, are also required to comply. That means the entirety of the law applies, from physical considerations to digital accommodations.

If your business falls under either Title I or Title III of the ADA and you do not believe you are compliant, consult with a disability lawyer and explore your options. [Interested in e-commerce website software? Check out our top picks.]

There are no clear website accessibility guidelines

When it comes to ADA website compliance, there are no clear rules. That doesn't let businesses off the hook, though; they still must provide an accessible website that accommodates users with disabilities.

"As far as websites go, there is no federally codified direction on how to make websites comply," said David Engelhardt, a New York City-based small business attorney. "We only know that the ADA does apply to websites based on cases, such as [Gil v. Winn-Dixie]."

What's the best way to build an ADA-compliant website if there isn't a clear definition of what that means? There are a few actions you can take to set you on the right path toward ADA compliance, or at least help you demonstrate that your business has made a good-faith effort toward accommodation, should you ever wind up in court.

How to develop an ADA compliant website

Accessibility of a website means ensuring that individuals who are visually impaired, hearing impaired or those who must navigate by voice are still able to meaningfully engage with the content on your website. This can be done in many ways, including some that are not immediately obvious. All in all, totally revamping a website to be ADA compliant could come with a hefty price tag, possibly up to $37,000, but it insulates your business from being targeted by lawsuits.

"A business's IT department must design its corporate website so that those who are disabled can access it easily," said Steven Mitchell Sack, an employment law attorney based in Long Island and New York City. "For example, if someone is sight-impaired, the web designer can install certain technologies, such as screen readers, in which a voice reads the text on the screen back to the web visitor. Refreshable Braille text for touchscreens can also be used."

In lieu of any regulatory guidance, business owners should look to the regulations that govern federal agencies' websites and related case law to gain an understanding of what compliance might be. There are risks related to the uncertainty of building out an accessible website ahead of regulatory guidance, but it could protect businesses once regulations are established.

"There is no regulatory guidance on this issue – yet – for commercial entities," said Nancy Del Pizzo, a partner at the law firm Rivkin Radler. "Thus, there are no regulations or statutes that define 'ADA compliance' as to websites. There are, however, requirements for federal websites, as well as some detailed legal decisions that can be used as guidance, including opinions that have held that 'reasonable' accessibility is key."

Here are some common ways businesses address accessibility issues associated with their web content:

  • Create alt tags for all images, videos and audio files: Alt tags allow users with disabilities to read or hear alternative descriptions of content they might not otherwise be able to view. Alt tags describe the object itself and, generally, the purpose it serves on the site.
  • Create text transcripts for video and audio content: Text transcripts help hearing-impaired users understand content that would otherwise be inaccessible to them.
  • Identify the site's language in header code: Making it clear what language the site should be read in helps users that utilize text readers. Text readers can identify those codes and are able to function accordingly.
  • Offer alternatives and suggestions when users encounter input errors: If a user with a disability is encountering input errors because of their need to navigate the website differently, your site should automatically offer recommendations to them as to how to better navigate toward the content they need.
  • Create a consistent, organized layout: Menus, links and buttons should be organized in such a way that they are clearly delineated from one another and are easily navigated throughout the entire site.

There are other ways businesses can create an accessible website for users with disabilities. Consulting with an attorney that specializes in disability law is a must for businesses concerned about ADA compliance, but if you're looking for a place to get started on your own, reading the ADA requirements is an important first step.

Liability for failure to comply

Failing to comply with the ADA means your business is susceptible to lawsuits, and it's common for attorneys to seek out noncompliant businesses both in the physical and digital space. According to Engelhardt, the costs of an ADA lawsuit adds up quickly.

"Other than a business being forced to comply, which is costly, the business will have to pay attorneys' fees, which can be tens of thousands of dollars," Engelhardt said. "Depending on the state, the business owner can be looking at a $50,000 bill."

Beyond regulatory consequences, failure to provide accessibility to users with disabilities means losing out on business. If users cannot navigate your website, you might be missing sales opportunities. Further, even if you're not missing out on sales, ADA compliance makes it easier for search engines to crawl and index your website, pushing it up in the rankings and getting your web content in front of more users.

"If users with disabilities struggle to complete forms and make purchases on your website, you could be losing out on potential customers," said Laura Ferruggia, senior content creator for Miles Technologies. "Plus, many of the rules for ADA compliance also help websites with search engine optimization."

While ADA website compliance is a bit subjective and open for interpretation, it's not too difficult to discern what is meant by "reasonable accessibility." By making a good-faith effort toward achieving reasonable accessibility for users with disabilities now, businesses can get ahead of the regulatory curve in developing a compliant website and avoid potential lawsuits. Moreover, designing an compliant website can lead to more sales and better ranking on search engines for a modest investment. To find out more about ADA website compliance and how you can protect your business, consider consulting with a disability attorney.
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