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  • Retail CEO Interviews

    - by David Dorf
    Businessweek's 2012 Interview Issue has interviews with three retail CEOs that are worth a quick read.  I copied some excerpts below, but please follow the links to the entire interviews. Ron Johnson, CEO JCPenney Take me through your merchandising. One of the things I learned from Steve [Jobs]—Steve said three times in his life he had the chance to be part of the change of an interface. If you change the interface, you can dramatically change the entire experience of the product. For Steve, that was the mouse, the scroll wheel on the iPod, and then the [touch]screen. What we’re trying to do here is change the interface of retail. What we call that is the street, and you’re standing in the middle of it. When you walk into a store today, you’re overwhelmed by merchandise. There is a narrow aisle. Typically, it’s filled with product on tables and you’re overwhelmed with the noise of signs and promotions. Especially in the age of the Internet, the idea of going to a very large store and having so much abundance is actually not very appealing. The first thing you find here is you’re inspired. I have used the mannequins. The street is actually this new navigation path for a retail store. So if you come in here—you’ll notice that these aisles are 14 feet wide. These are wider than Nordstrom’s (JWN). Slide show of JCPenney store. Walter Robb, co-CEO Whole Foods What did you learn from the recent recession about selling groceries?It was a lot of humble pie, because our sales experienced a drop that I have never seen in 32 years of retail. Customers left us in droves. We also learned that there were some very loyal customers who loved Whole Foods (WFM), people who said, “I like what you stand for. I like coming here. I like this experience.” That was very affirming. I think the realization was that we’ve got some customers, and we need to make sure we know who they are. So instead of chasing every customer out there, we started doing customer discussion groups. We were growing for growth’s sake, which is not a good strategy. We were chasing the rainbow. We cut the growth in half overnight and said, “All right, slow down. Let’s make sure we’re doing this better and more thoroughly and more thoughtfully.” This company is a mission-based company. This company started to change the world by bringing healthier food to the world. It’s not about the money, it’s about the impact, and this company is back on track as a result of those experiences. Video of Whole Foods store tour. Kay Krill, CEO Ann Taylor You’ve worked in retail all your life. What drew you to it?I graduated from college, and I did not know what I wanted to do. Macy’s (M) came to campus to interview for their training program, and I thought, “Let me give it a try.” I got the job and fell in love with the industry. The president of Macy’s at the time said, “If you don’t wake up every morning dying to go to work, then retailing is not for you; it has to be in your blood.” It was in my blood. I love the fact that every day is different. You can get to be creative one day, financial the next day, marketing the next. I love going to stores. I love talking to associates. I love talking to clients. There’s not a predictable day.

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  • Welcome 2011

    - by PSteele
    About this time last year, I wrote a blog post about how January of 2010 was almost over and I hadn’t done a single blog post.  Ugh…  History repeats itself. 2010 in Review If I look back at 2010, it was a great year in terms of technology and development: Visited Redmond to attend the MVP Summit in February.  Had a great time with the MS product teams and got to connect with some really smart people. Continued my work on Visual Studio Magazine’s “C# Corner” column.  About mid-year, the column changed from an every-other-month print column to an every-other-month print column along with bi-monthly web-only articles.  Needless to say, this kept me even busier and away from my blog. Participated in another GiveCamp!  Thanks to the wonderful leadership of Michael Eaton and all of his minions, GiveCamp 2010 was another great success.  Planning for GiveCamp 2011 will be starting soon… I switched to DVCS full time.  After years of being a loyal SVN user, I got bit by the DVCS bug.  I played around with both Mercurial and Git and finally settled on Mercurial.  It’s seamless integration with Windows Explorer along with it’s wealth of plugins made me fall in love.  I can’t imagine going back and using a centralized version control system. Continued to work with the awesome group of talent at SRT Solutions.  Very proud that SRT won it’s third consecutive FastTrack award! Jumped off the BlackBerry train and enjoying the smooth ride of Android.  It was time to replace the old BlackBerry Storm so I did some research and settled on the Motorola DroidX.  I couldn’t be happier.  Android is a slick OS and the DroidX is a sweet piece of hardware.  Been dabbling in some Android development with both Eclipse and IntelliJ IDEA (I like IntelliJ IDEA a lot better!).   2011 Plans On January 1st I was pleasantly surprised to get an email from the Microsoft MVP program letting me know that I had received the MVP award again for my community work in 2010.  I’m honored and humbled to be recognized by Microsoft as well as my peers! I’ll continue to do some Android development.  I’m currently working on a simple app to get me feet wet.  It may even makes it’s way into the Android Market. I’ve got a project that could really benefit from WPF so I’ll be diving into WPF this year.  I’ve played around with WPF a bit in the past – simple demos and learning exercises – but this will give me a chance to build an entire application in WPF.  I’m looking forward to the increased freedom that a WPF UI should give me. I plan on blogging a lot more in 2011! Technorati Tags: Android,MVP,Mercurial,WPF,SRT,GiveCamp

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  • History of Mobile Technology

    - by David Dorf
    Over the last ten years, mobile phones have gone through several incremental technology leaps that have added capabilities that impact the retail industry.  I've listed the six major ones below, along with their long-lasting impact. 1. Location In the US, the FCC required mobile phones to implement E911 (emergency calls) by 2006, requiring the caller to be located to within 300 meters.  Back in 2000, GPS was opened up for civilian use, and by 2004 Qualcomm had figured out how to use GPS in mobile phones.  So mobile operators moved from cell tower triangulation to GPS, principally for E911.  But then lots of other uses became apparent, especially navigation.  The earliest mobile apps from retailers made it easy to find nearby stores, and companies are looking at ways to use WiFi triangulation inside stores. 2. Computer Vision In 1997 Philippe Kahn shared a photo of his newborn using a mobile phone thus launching the popularity of instant visual communications.  Over the years the quality of the cameras got better, reaching the point where barcodes could be read around 2008.  That's when Occipital came on the scene with their Red Laser application, which was eventually acquired by eBay.  This opened up the ability for consumers to easily price compare inside stores.  Other interesting apps included Tesco's Wine Finder and Amazon's Price Checker, both allowing products to be identified by picture. 3. Augmented Reality Once the mobile phone had GPS, a video camera, and compass functionality it was suddenly possible to overlay digital information on the screen in real-time.  Yelp, which was using GPS to find nearby merchants, created a backdoor called Monocle on the iPhone that showed nearby merchants overlayed on the video camera view.  Today AR apps are mostly used by retailers for marketing, like Moosejaw's app that undresses models in their catalog. 4. Geo-Fencing So if we're able to track the location of a mobile phone, why not use that context to offer timely information?  My first experience with geo-fencing came courtesy of North Face, the outdoor enthusiast store. When a mobile phone enters a predetermined area, like near a store, a text message is sent to phone with an offer or useful information.  Of course retailers can geo-fence their competitors as well and find out which customers are aren't so loyal. 5. Digital Wallet Mobile payments leverage different technologies such as NFC, QRCodes, bluetooth, and SMS to facilitate communication between the consumers's phone and the retailer's point-of-sale. The key here is the potential to consolidate loyalty cards, coupons, and bank cards into the mobile phone and enable faster checkout.  Nobody does this better than Starbucks today, but McDonald's and Duncan Donuts aren't far behind.  Google, Isis, Paypal, Square, and MCX are all vying for leadership in this area.  If NFC does finally take off, it will be leveraged by retailers in more places than just the POS. 6. Voice Response Mobile Phones have had the ability to interpret simple voice commands for a while, but Google and Amazon were the first to use voice to allow searches for products.  Allowing searches by text, barcode, and voice makes it easy to comparison shop in the aisles.  Walmart even uses voice to build shopping lists, and if the Siri API is even opened we could see lots more innovation in this area.

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  • Customer Loyalty vs. Customer Engagement: Who Cares?

    - by Jeb Dasteel-Oracle
    Have you read the recent Forbes OracleVoice blog titled Customer Loyalty is Dead. Long Live Engagement!? If you haven’t, take a look. This article prompted lots of conversation in the social realm. Many who read the article voiced their reactions to the headline and now I’m jumping in to add my view. Normal 0 false false false EN-US X-NONE X-NONE Customer loyalty is still key. It’s the effect and engagement is the cause. We at least know that to be true for our customers. We are in an age where customers are demanding to be heard. We need them to be actively involved – or engaged – as well. Greater levels of customer engagement, properly targeted, positively correlate with satisfaction. Our data has shown us this over and over. Satisfied customers are more loyal and more willing to vocalize their satisfaction through referencing, and are more likely to purchase again, all of which in turn drives incremental revenue – from the customer doing the referencing AND the customer on the receiving end of that reference. Turning this around completely, if we begin to see the level of a customer’s engagement start to wane, this is an indicator that their satisfaction, loyalty, and future revenue are likely at risk. At Oracle, we’ve put in place many programs to target, encourage, and then track engagement, allowing us to measure engagement as a determinant of loyalty. Some of these programs include our Key Accounts, solution design and architectural, Executive Sponsorship, as well as executive advisory boards. Specific programs allow us to engage specific contacts within specific customer organizations (based on role) and then systematically track their engagement activities over time, along side of tracking customer satisfaction, loyalty, referenceability, and incremental revenue contribution. Continuous measurement of engagement allows us to better understand customer views of what it means to partner with a provider and adjust program participation to better meet the needs of the partnership. We can also track across customer segments, and design new programs that are even more effective than the ones we have in place today. In case you missed any of my previous Forbes articles, I’ve included links below for easy access. Award-Winning Companies Put Customers First The Power of Peer Networks: 5 Reasons to Get (and Stay) Involved Technology At Work: Traveling In Style Customer Central: 8 Strategies for Putting Customers at the Core of Your Business Technology at Work: Five Companies Doing IT Right /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin-top:0in; mso-para-margin-right:0in; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0in; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;}

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  • No Customer Left Behind

    - by Kathryn Perry
    A guest post by David Vap, Group Vice President, Oracle Applications Product Development What does customer experience mean to you? Is it a strategy for your executives? A new buzz word and marketing term? A bunch of CRM technology with social software added on? For me, customer experience is a customer-centric worldview that produces a deeper understanding of your business and what it takes to achieve sustainable, differentiated success. It requires you to prioritize and examine the journey your customers are on with your brand, so you can answer the question, "How can we drive greater value for our business by delivering a better customer experience?" Businesses that embrace a customer-centric worldview understand their business at a much deeper level than most. They know who their customers are, what their value is, what they do, what they say, what they want, and ultimately what that means to their business. "Why Isn't Everyone Doing It?" We're all consumers who have our own experiences with many brands. Good or bad, some of those experiences stay with us. So viscerally we understand the concept of customer experience from the stories we share. One that stands out in my mind happened as I was preparing to leave for a 12-month job assignment in Europe. I wanted to put my cable television subscription on hold. I wasn't leaving for another vendor. I wasn't upset. I just had a situation where it made sense to put my $180 per month account on pause until I returned. Unfortunately, there was no way for this cable company to acknowledge that I was a loyal customer with a logical request - and to respond accordingly. So, ultimately, they lost my business. Research shows us that it costs six to seven times more to acquire a new customer than to retain an existing one. Heavily funding the efforts of getting new customers and underfunding the efforts of serving the needs of your existing (who are your greatest advocates) is a vicious and costly cycle. "Hey, These Guys Suck!" I love my Apple iPad because it's so easy to use. The explosion of these types of technologies, combined with new media channels, has raised our expectations and made us hyperaware of what's going on and what's available. In addition, social media has given us a megaphone to share experiences both positive and negative with greater impact. We are now an always-on culture that thrives on our ability to access, connect, and share anywhere anytime. If we don't get the service, product, or value we expect, it is easy to tell many people about it. We also can quickly learn where else to get what we want. Consumers have the power of influence and choice at a global scale. The businesses that understand this principle are able to leverage that power to their advantage. The ones that don't, suffer from it. Which camp are you in?Note: This is Part 1 in a three-part series. Stop back for Part 2 on November 19.

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  • Where's my memory?! Nginx + PHP-FPM front end webserver slows to a crawl...

    - by incredimike
    I'm not sure if I have a problem with a memory leak (as my hosting company suggests), or if we both need to read http://linuxatemyram.com. Maybe you clever people can help us out? This is a front-end webserver VM running essentially only nginx & php-fpm on RHEL 5.5. This server is powering Magento, a PHP eCommerce thinggy. The server is running in a shared environment, but we're changing that soon. Anyway.. after a reboot the server runs just fine, but within a day it will grind itself into nothingness. Pages will take literally 2 minutes to load, CPU spikes like crazy, etc.. The console is even sluggish when I SSH in. It's like my whole server is being brought to its knees. I've also been monitoring the DB server via top and tcpdumping incoming traffic. The DB stays idle for a good portion of that "slow" load time. When i start seeing queries coming from the front-end server, the page loads soon afterward. Here are some stats after me logging in during a slow-down, after restarting php-fpm: [mike@front01 ~]$ free -m total used free shared buffers cached Mem: 5963 5217 745 0 192 314 -/+ buffers/cache: 4711 1252 Swap: 4047 4 4042 [mike@front01 ~]$ top top - 11:38:55 up 2 days, 1:01, 3 users, load average: 0.06, 0.17, 0.21 Tasks: 131 total, 1 running, 130 sleeping, 0 stopped, 0 zombie Cpu0 : 0.0%us, 0.3%sy, 0.0%ni, 99.3%id, 0.3%wa, 0.0%hi, 0.0%si, 0.0%st Cpu1 : 0.3%us, 0.0%sy, 0.0%ni, 99.7%id, 0.0%wa, 0.0%hi, 0.0%si, 0.0%st Cpu2 : 0.0%us, 0.0%sy, 0.0%ni,100.0%id, 0.0%wa, 0.0%hi, 0.0%si, 0.0%st Cpu3 : 0.0%us, 0.0%sy, 0.0%ni,100.0%id, 0.0%wa, 0.0%hi, 0.0%si, 0.0%st Mem: 6106800k total, 5361288k used, 745512k free, 199960k buffers Swap: 4144728k total, 4976k used, 4139752k free, 328480k cached PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 31806 apache 15 0 601m 120m 37m S 0.0 2.0 0:22.23 php-fpm 31805 apache 15 0 549m 66m 31m S 0.0 1.1 0:14.54 php-fpm 31809 apache 16 0 547m 65m 32m S 0.0 1.1 0:12.84 php-fpm 32285 apache 15 0 546m 63m 33m S 0.0 1.1 0:09.22 php-fpm 32373 apache 15 0 546m 62m 32m S 0.0 1.1 0:09.66 php-fpm 31808 apache 16 0 543m 60m 35m S 0.0 1.0 0:18.93 php-fpm 31807 apache 16 0 533m 49m 30m S 0.0 0.8 0:08.93 php-fpm 32092 apache 15 0 535m 48m 27m S 0.0 0.8 0:06.67 php-fpm 4392 root 18 0 194m 10m 7184 S 0.0 0.2 0:06.96 cvd 4064 root 15 0 154m 8304 4220 S 0.0 0.1 3:55.57 snmpd 4394 root 15 0 119m 5660 2944 S 0.0 0.1 0:02.84 EvMgrC 31804 root 15 0 519m 5180 932 S 0.0 0.1 0:00.46 php-fpm 4138 ntp 15 0 23396 5032 3904 S 0.0 0.1 0:02.38 ntpd 643 nginx 15 0 95276 4408 1524 S 0.0 0.1 0:01.15 nginx 5131 root 16 0 90128 3340 2600 S 0.0 0.1 0:01.41 sshd 28467 root 15 0 90128 3340 2600 S 0.0 0.1 0:00.35 sshd 32602 root 16 0 90128 3332 2600 S 0.0 0.1 0:00.36 sshd 1614 root 16 0 90128 3308 2588 S 0.0 0.1 0:00.02 sshd 2817 root 5 -10 7216 3140 1724 S 0.0 0.1 0:03.80 iscsid 4161 root 15 0 66948 2340 800 S 0.0 0.0 0:10.35 sendmail 1617 nicole 17 0 53876 2000 1516 S 0.0 0.0 0:00.02 sftp-server ... Is there anything else I should be looking at, or any more information that might be useful? I'm just a developer, but the slowdowns on this system worry me and make it hard to do my work.. Help me out, ServerFault!

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  • Developer’s Life – Summary of Superhero Articles

    - by Pinal Dave
    Earlier this year, I wrote an article series where I talked about developer’s life and compared it with Superhero. I have got amazing response to this series and I have been receiving quite a lots of email suggesting that I should write more blog post about them. Currently I am not planning to write more blog post but I will soon continue another series. In this blog post, I have summarized the entire series. Let me know if you want me to write about any superhero. I will see what I can do about that hero. Developer’s Life – Every Developer is a Captain America Captain America was first created as a comic book character in the 1940’s as a way to boost morale during World War II.  Aimed at a children’s audience, his legacy faded away when the war ended.  However, he has recently has a major reboot to become a popular movie character that deals with modern issues. Developer’s Life – Every Developer is the Incredible Hulk The Incredible Hulk is possibly one of the scariest superheroes out there.  All superheroes are meant to be “out of this world” and awe-inspiring, but I think most people will agree with I say The Hulk takes this to the next level.  He is the result of an industrial accident, which is scary enough in it’s own right.  Plus, when mild-mannered Bruce Banner is angered, he goes completely out-of-control and transforms into a destructive monster that he cannot control and has no memories of. Developer’s Life – Every Developer is a Wonder Woman We have focused a lot lately on this “superhero series.”  I love fantasy books and movies, and I feel like there is a lot to be learned from them.  As I am writing this series, though, I have noticed that every super hero I write about is a man.  So today, I would like to talk about the major female super hero – Wonder Woman. Developer’s Life – Every Developer is a Harry Potter Harry Potter might not be a superhero in the traditional sense, but I believe he still has a lot to teach us and show us about life as a developer.  If you have been living under a rock for the last 17 years, you might not know that Harry Potter is the main character in an extremely popular series of books and movies documenting the education and tribulation of a young wizard (and his friends). Developer’s Life – Every Developer is Like Transformers Transformers may not be superheroes – they don’t wear capes, they don’t have amazing powers outside of their size and folding ability, they’re not even human (technically).  Part of their enduring popularity is that while we are enjoying over-the-top movies, we are learning about good leadership and strong personal skills. Developer’s Life – Every Developer is a Iron Man Iron Man is another superhero who is not naturally “super,” but relies on his brain (and money) to turn him into a fighting machine.  While traditional superheroes are still popular, a three-movie franchise and incorporation into the new Avengers series shows that Iron Man is popular enough on his own. Developer’s Life – Every Developer is a Sherlock Holmes I have been thinking a lot about how developers are like super heroes, and I have written two blog posts now comparing them to Spiderman and Superman.  I have a lot of love and respect for developers, and I hope that they are enjoying these articles, and others are learning a little bit about the profession.  There is another fictional character who, while not technically asuper hero, is very powerful, and I also think stands as a good example of a developer. That character is Sherlock Holmes.  Sherlock Holmes is a British detective, first made popular at the turn of the 19thcentury by author Sir Arthur Conan Doyle.  The original Sherlock Holmes was a brilliant detective who could solve the most mind-boggling crime through simple observations and deduction. Developer’s Life – Every Developer is a Chhota Bheem Chhota Bheem is a cartoon character that is extremely popular where I live.  He is my daughter’s favorite characters.  I like to say that children love Chhota Bheem more than their parents – it is lucky for us he is not real!  Children love Chhota Bheem because he is the absolute “good guy.”  He is smart, loyal, and strong.  He and his friends live in Dholakpur and fight off their many enemies – and always win – in every episode.  In each episode, they learn something about friendship, bravery, and being kind to others.  Chhota Bheem is a good role model for children, and I think that he is a good role model for developers are well. Developer’s Life – Every Developer is a Batman Batman is one of the darkest superheroes in the fantasy canon.  He does not come to his powers through any sort of magical coincidence or radioactive insect, but through a lot of psychological scarring caused by witnessing the death of his parents.  Despite his dark back story, he possesses a lot of admirable abilities that I feel bear comparison to developers. Developer’s Life – Every Developer is a Superman I enjoyed comparing developers to Spiderman so much, that I have decided to continue the trend and encourage some of my favorite people (developers) with another favorite superhero – Superman.  Superman is probably the most famous superhero – and one of the most inspiring. Developer’s Life – Every Developer is a Spiderman I have to admit, Spiderman is my favorite superhero.  The most recent movie recently was released in theaters, so it has been at the front of my mind for some time. Spiderman was my favorite superhero even before the latest movie came out, but of course I took my whole family to see the movie as soon as I could!  Every one of us loved it, including my daughter.  We all left the movie thinking how great it would be to be Spiderman.  So, with that in mind, I started thinking about how we are like Spiderman in our everyday lives, especially developers. I would like to know which Superhero is your favorite hero! Reference: Pinal Dave (http://blog.SQLAuthority.com)Filed under: PostADay, SQL, SQL Authority, SQL Query, SQL Server, SQL Tips and Tricks, T SQL Tagged: Developer, Superhero

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  • SQLAuthority News – A Real Story of Book Getting ‘Out of Stock’ to A 25% Discount Story Available

    - by pinaldave
    As many of my readers may know, I have recently written a few books.  Right now I’d like to talk about SQL Server Interview Questions and Answers (http://bit.ly/sqlinterviewbook ), my newest release. What inspired me to write this book was similar to my motivations for my previous titles – I wanted to help people understand SQL Server concepts and ace interview questions so that they could get a great job they love, as much as I love my own job. If you are new to SQL Server, don’t think I left you out of my book writing efforts. If you are new to the subject or have not had to deal with SQL Server in a long time, this book is perfect for someone who wants or needs a last minute refresher. If you are facing an upcoming interview and want to impress your future bosses, this book is perfect for getting you up to speed in a short time. However, if you are already an expert, you will still find a lot to learn and many pointers and suggestions that go deep into the subject. As I said before, I wrote this book in order to help my community, and I certainly hoped that this book would become popular. However, we decided to print a very limited number of copies to begin with. We did not think that it would sell out since much of the information is available for free online. We could not have been more wrong! We incorrectly estimated what people wanted. We did not realize that there is still a need and an interest for structured learning. So, with great reservations, we printed quite a large number of copies – and it still ran out in 36 hours! We got call from the online store with a request for more copies within 12 hours. But we had printed only as many as we had sent them. There were no extra copies. We finally talked to the printer to get more copies. However, due to festivals and holidays the copies could not be shipped to the online retailer for two days. We knew for sure that they were going to be out of the book for 48 hours. 48 hours – this was very difficult as the book was very highly anticipated. Many people wanted to buy this book quickly, and receive it soon in order to meet a deadline or to study for an upcoming test of their knowledge. But now this book was out of stock on the retail store. The way the online store works is that if the Indian-priced book is not there they list the US version of the book so that buyers will not be disappointed. The problem was that the US price of the book is three times more than the Indian price – which means one has to pay three times as much to buy this book instead of the previous very low price. We received a lot of communication on this subject, here are some examples: We are now businessmen and only focusing on money Why has the price tripled in 36 hours Why we are not honest with the price If the prices will ever come down And some of the letters we cannot post here! Well, finally after 48 hours the Indian stock was finally available online. Thanks to our printer who worked day and night to get all the copies printed. He divided the complete stock in two parts. The first part they sent immediately to online retailer  and the second part they kept with them to sell. Finally, the online retailer got them online promptly as well, and the price returned to normal. Our book once again got in business and became the eighth most popular new release in 36 hours. We appreciate your love and support. Without all of your interest and love we would have never come this far and the book would not be so successful. After thinking about all your support and how patient you were with our online troubles, the online retailer has decided to give an extra 25% discount for a limited time only. I think the 48 hours when the book was out of stock were very horrible and stressful and I’d like to apologize to my loyal readers for the mishap. I hope that the 25% off is enough to sooth any remaining hurt feelings, and that everyone will continue to learn and discover things in the book. Once again thank you so much and I truly hope that you all enjoy reading the book as much as I enjoyed writing it. My book SQL Server Interview Questions and Answers is available now. Reference: Pinal Dave (http://blog.SQLAuthority.com) Filed under: About Me, Pinal Dave, PostADay, SQL, SQL Authority, SQL Interview Questions and Answers, SQL Query, SQL Server, SQL Tips and Tricks, SQLAuthority Book Review, SQLAuthority News, T SQL, Technology

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  • ORACLE RIGHTNOW DYNAMIC AGENT DESKTOP CLOUD SERVICE - Putting the Dynamite into Dynamic Agent Desktop

    - by Andreea Vaduva
    Untitled Document There’s a mountain of evidence to prove that a great contact centre experience results in happy, profitable and loyal customers. The very best Contact Centres are those with high first contact resolution, customer satisfaction and agent productivity. But how many companies really believe they are the best? And how many believe that they can be? We know that with the right tools, companies can aspire to greatness – and achieve it. Core to this is ensuring their agents have the best tools that give them the right information at the right time, so they can focus on the customer and provide a personalised, professional and efficient service. Today there are multiple channels through which customers can communicate with you; phone, web, chat, social to name a few but regardless of how they communicate, customers expect a seamless, quality experience. Most contact centre agents need to switch between lots of different systems to locate the right information. This hampers their productivity, frustrates both the agent and the customer and increases call handling times. With this in mind, Oracle RightNow has designed and refined a suite of add-ins to optimize the Agent Desktop. Each is designed to simplify and adapt the agent experience for any given situation and unify the customer experience across your media channels. Let’s take a brief look at some of the most useful tools available and see how they make a difference. Contextual Workspaces: The screen where agents do their job. Agents don’t want to be slowed down by busy screens, scrolling through endless tabs or links to find what they’re looking for. They want quick, accurate and easy. Contextual Workspaces are fully configurable and through workspace rules apply if, then, else logic to display only the information the agent needs for the issue at hand . Assigned at the Profile level, different levels of agent, from a novice to the most experienced, get a screen that is relevant to their role and responsibilities and ensures their job is done quickly and efficiently the first time round. Agent Scripting: Sometimes, agents need to deliver difficult or sensitive messages while maximising the opportunity to cross-sell and up-sell. After all, contact centres are now increasingly viewed as revenue generators. Containing sophisticated branching logic, scripting helps agents to capture the right level of information and guides the agent step by step, ensuring no mistakes, inconsistencies or missed opportunities. Guided Assistance: This is typically used to solve common troubleshooting issues, displaying a series of question and answer sets in a decision-tree structure. This means agents avoid having to bookmark favourites or rely on written notes. Agents find particular value in these guides - to quickly craft chat and email responses. What’s more, by publishing guides in answers on support pages customers, can resolve issues themselves, without needing to contact your agents. And b ecause it can also accelerate agent ramp-up time, it ensures that even novice agents can solve customer problems like an expert. Desktop Workflow: Take a step back and look at the full customer interaction of your agents. It probably spans multiple systems and multiple tasks. With Desktop Workflows you control the design workflows that span the full customer interaction from start to finish. As sequences of decisions and actions, workflows are unique in that they can create or modify different records and provide automation behind the scenes. This means your agents can save time and provide better quality of service by having the tools they need and the relevant information as required. And doing this boosts satisfaction among your customers, your agents and you – so win, win, win! I have highlighted above some of the tools which can be used to optimise the desktop; however, this is by no means an exhaustive list. In approaching your design, it’s important to understand why and how your customers contact you in the first place. Once you have this list of “whys” and “hows”, you can design effective policies and procedures to handle each category of problem, and then implement the right agent desktop user interface to support them. This will avoid duplication and wasted effort. Five Top Tips to take away: Start by working out “why” and “how” customers are contacting you. Implement a clean and relevant agent desktop to support your agents. If your workspaces are getting complicated consider using Desktop Workflow to streamline the interaction. Enhance your Knowledgebase with Guides. Agents can access them proactively and can be published on your web pages for customers to help themselves. Script any complex, critical or sensitive interactions to ensure consistency and accuracy. Desktop optimization is an ongoing process so continue to monitor and incorporate feedback from your agents and your customers to keep your Contact Centre successful.   Want to learn more? Having attending the 3-day Oracle RightNow Customer Service Administration class your next step is to attend the Oracle RightNow Customer Portal Design and 2-day Dynamic Agent Desktop Administration class. Here you’ll learn not only how to leverage the Agent Desktop tools but also how to optimise your self-service pages to enhance your customers’ web experience.   Useful resources: Review the Best Practice Guide Review the tune-up guide   About the Author: Angela Chandler joined Oracle University as a Senior Instructor through the RightNow Customer Experience Acquisition. Her other areas of expertise include Business Intelligence and Knowledge Management.  She currently delivers the following Oracle RightNow courses in the classroom and as a Live Virtual Class: RightNow Customer Service Administration (3 days) RightNow Customer Portal Design and Dynamic Agent Desktop Administration (2 days) RightNow Analytics (2 days) Rightnow Chat Cloud Service Administration (2 days)

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  • Upcoming User Group Events in 2011

    - by john.orourke(at)oracle.com
    At a recent customer event, someone asked me if Oracle had any plans to re-create the Hyperion Solutions Conference.  Unfortunately the answer is no.  With so many different product lines it would be challenging and costly for Oracle to run separate user conferences for every product line, and it would create too many events for customers with multiple products to attend.  So Oracle Open World is the company's main event for showcasing what's new and what's coming across all product lines.  If customers find Oracle OpenWorld too overwhelming or if the timing is bad, there are a number of other conferences, which are run by Oracle user groups and include a number of sessions focused on Oracle Hyperion EPM and BI products.  Here's a sneak preview of what's coming up for conferences in 2011 where you can network with other Hyperion users and learn what's new and what's coming in our products. Alliance 2011:  This conference is run by the Oracle Higher Education User Group (HEUG).  It's being held March 27 - 30th in lovely Denver, Colorado.  (a great location and time for skiers!)  This event is targeted at customers in Higher Education and Public Sector organizations and is expecting to draw over 3,500 attendees.  There will be a number of sessions focusing on Oracle Hyperion EPM and BI products in the Budgeting track, as well as the Reporting & BI track.  This includes product-focused sessions delivered by Oracle and partners, as well as case studies delivered by customers.  Here's a link to the registration page where you can get more information: http://www.heug.org/p/cm/ld/fid=255 Collaborate 2011:  This conference is run by three different user groups;  OAUG, IOUG and Quest.  It's being held April 10 - 14th in sunny Orlando, Florida.  (yes, sunshine and warmth!)  This event is targeted to customers with Oracle E-Business Suite, PeopleSoft, JD Edwards, Hyperion, Primavera and other products and is expected to draw over 5,000 attendees.  You'll find a number of sessions focused on Oracle Hyperion EPM and BI products in the BI/Data Warehousing/EPM track.  This includes product-focused sessions delivered by Oracle, our partners, and customers as well as a number of customer case studies.  There will also be an exhibit area with a number of demo pods focused on EPM and BI products.  Here's a link to the conference web site where you can get more information: http://collaborate.oaug.org/ Also, please note that the OAUG has a Hyperion SIG that runs focused EPM/Hyperion events throughout the year.  Here's a link to their web site where you can get more information: http://hyperionsig.oaug.org/ Kscope 2011:  Formerly the Kaleidoscope conference, this one is run by the Oracle Developer Tools User Group (ODTUG).  This conference is being held June 26 - 30th in Long Beach, CA. (surf's up!)  Historically, this event has focused on Oracle Development tools, but over the past few years the EPM and BI content has grown with over 100 sessions planned this year.  So this event is becoming a great venue for existing Hyperion customers to learn about the latest developments with Oracle Essbase, Hyperion Planning, Hyperion Financial Management, Oracle BI and other products.   You'll also find hands-on workshops, product demonstrations as well as EPM and BI Symposiums run by Oracle Development staff.  Here's a link to the web site where you can get more details.  http://www.kscope11.com/biepm UKOUG Conference Series:  EPM and Hyperion 2011:  For Hyperion customers in the UK, the UKOUG has a Hyperion SIG that runs a focused conference for EPM and Hyperion products.  The 2011 event is planned for June in London.  Here's a link to the web site for this event where you can get more information: http://hyperion.ukoug.org/default.asp?p=8461 In addition to these conferences, you can also find Oracle EPM and BI content at regional user group meetings globally as well as Marketing events run by Oracle.  Check the events page at www.oracle.com for the details on upcoming Marketing and regional User Group events.  So while Oracle will not be trying to replicate the Hyperion Solutions conference, the good news is that there are a number of other events available where customers can find out what's new and what's coming with Oracle EPM and BI products.  And these events are running at different times of the year in different locations - so you can pick the event that makes the most sense for your company from a timing and location standpoint. I'll be delivering a number of sessions at the Alliance and Collaborate conferences and hope to see many of our loyal customers and partners at these events.  And there's always Oracle OpenWorld coming up in October, for which the planning has already started.  I look forward to seeing you in 2011.

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  • JustCode Provides Reflector Alternative

    - by Joe Mayo
    If you've been a loyal Reflector user, you've probably been exposed to the debacle surrounding RedGate's decision to no longer offer a free version.  Since then, the race has begun for a replacement with a provider that would stand by their promises to the community.  Mono has an ongoing free alternative, which has been available for a long time.  However, other vendors are stepping up to the plate, with their own offerings. If Not Reflector, Then What? One of these vendors is Telerik.  In their recent Q1 2011 release of JustCode, Telerik offers a decompilation utility rivaling what we've become accustomed to in Reflector.  Not only does Telerik offer a usable replacement, but they've (in my opinion), produced a product that integrates more naturally with visual Studio than any other product ever has.  Telerik's decompilation process is so easy that the accompanying demo in this post is blindingly short (except for the presence of verbose narrative). If you want to follow along with this demo, you'll need to have Telerik JustCode installed.  If you don't have JustCode yet, you can buy it or download a trial at the Telerik Web site . A Tall Tale; Prove It! With JustCode, you can view code in the .NET Framework or any other 3rd party library (that isn't well obfuscated).  This demo depends on LINQ to Twitter, which you can download from CodePlex.com and create a reference or install the package online as described in my previous post on NuGet.  Regardless of the method, you'll have a project with a reference to LINQ to Twitter.  Use a Console Project if you want to follow along with this demo. Note:  If you've created a Console project, remember to ensure that the Target Framework is set to .NET Framework 4.  The default is .NET Framework 4 Client Profile, which doesn't work with LINQ to Twitter.  You can check by double-clicking the Properties folder on the project and inspecting the Target Framework setting. Next, you'll need to add some code to your program that you want to inspect. Here, I add code to instantiate a TwitterContext, which is like a LINQ to SQL DataContext, but works with Twitter: var l2tCtx = new TwitterContext(); If you're following along add the code above to the Main method, which will look similar to this: using LinqToTwitter; namespace NuGetInstall { class Program { static void Main(string[] args) { var l2tCtx = new TwitterContext(); } } } The code above doesn't really do anything, but it does give something that I can show and demonstrate how JustCode decompilation works. Once the code is in place, click on TwitterContext and press the F12 (Go to Definition) key.  As expected, Visual Studio opens a metadata file with prototypes for the TwitterContext class.  Here's the result: Opening a metadata file is the normal way that Visual Studio works when navigating to the definition of a type where you don't have the code.  The scenario with TwitterContext happens because you don't have the source code to the file.  Visual Studio has always done this and you can experiment by selecting any .NET type, i.e. a string type, and observing that Visual Studio opens a metadata file for the .NET String type. The point I'm making here is that JustCode works the way Visual Studio works and you'll see how this can make your job easier. In the previous figure, you only saw prototypes associated with the code. i.e. Notice that the default constructor is empty.  Again, this is normal because Visual Studio doesn't have the ability to decompile code.  However, that's the purpose of this post; showing you how JustCode fills that gap. To decompile code, right click on TwitterContext in the metadata file and select JustCode Navigate -> Decompile from the context menu.  The shortcut keys are Ctrl+1.  After a brief pause, accompanied by a progress window, you'll see the metadata expand into full decompiled code. Notice below how the default constructor now has code as opposed to the empty member prototype in the original metadata: And Why is This So Different? Again, the big deal is that Telerik JustCode decompilation works in harmony with the way that Visual Studio works.  The navigate to functionality already exists and you can use that, along with a simple context menu option (or shortcut key) to transform prototypes into decompiled code. Telerik is filling the the Reflector/Red Gate gap by providing a supported alternative to decompiling code.  Many people, including myself, used Reflector to decompile code when we were stuck with buggy libraries or insufficient documentation.  Now we have an alternative that's officially supported by a company with an excellent track record for customer (developer) service, Telerik.  Not only that, JustCode has several other IDE productivity tools that make the deal even sweeter. Joe

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  • SQL Cruise Alaska 2011

    - by Grant Fritchey
    I had the extreme good fortune to get sent on the last SQL Cruise to Alaska. I love my job. In case you don't what this is, SQL Cruise is a trip on a cruise ship during which you get to attend classes while on the boat, learning all about SQL Server and related topics as well as network with the instructors and the other Cruisers. Frankly, it's amazing. Classes ran from Monday, 5/30, to Saturday, 6/4. The networking was constant, between classes, at night on cruise ship, out on excursions in Alaskan rainforests and while snorkeling in ocean waters. Here's a run down of the experience from my point of view. Because I couldn't travel out 2 days early, I missed the BBQ that occurred the day before the cruise when many of the Cruisers received their swag bags. Some of that swag came from Red Gate. I researched what was useful on a cruise like this and purchased small flashlights and binoculars for all the Cruisers. The flashlights were because, depending on your cabin, ships can be very dark. The binoculars were so that the cruisers could watch all the beautiful landscape as it flowed by. I would have liked to have been there when the bags were opened, but I heard from several people that they appreciated the gifts. Cruisers "In" the hot tub. Pictured: Marjory Woody, Michele Grondin, Kyle Brandt, Grant Fritchey, John Halunen Sunday I went to board the ship with my wife. We had a bit of an adventure because I messed up our documents. It all worked out and we got on board to meet up at the back of the boat at one of the outdoor bars with the other Cruisers, thanks to tweets letting everyone know where to go. That was the end of electronic coordination on the trip (connectivity in Alaska was horrible for everyone except AT&T). The Cruisers were a great bunch of people and it was a real honor to meet them and get to spend time with them. After everyone settled into their cabins, our very first activity was a contest, sponsored by Red Gate. The Cruisers, in an effort to get to know each other and the ship, were required to go all over taking various photographs, some of them hilarious. The winning team of three would all win prizes. Some of the significant others helped out and I tagged along with a team that tied for first but lost the coin toss. The winning team consisted of Christina Leo (blog|twitter), Ryan Malcom (twitter), Neil Hambly (blog|twitter). They then had to do math and identify the cabin with the lowest prime number, oh, and get a picture of it and be the first to get back up to the bar where we were waiting. Christina came in first and very happily carried home an Ipad2. Ryan won a 1TB portable hard drive and Neil won a wireless mouse (picture below, note my special SQL Server Central Friday Shirt. Thanks Steve (blog|twitter)). Winners: Christina Leo, Neil Hambly, Ryan Malcolm. Just Lucky: Grant Fritchey Monday morning classes started. Buck Woody (blog|twitter) was a special guest speaker on this cruise. His theme was "Three C's on the High Seas: Career, Communication and Cloud." The first session was all on Career. I'm not going to type out all my notes from the session, but let's just say, if you get the chance to hear Buck talk about how to manage your career, I suggest you attend. I have a ton of blog posts that I'll be putting together over the next several months (yes, months) both here and over on ScaryDBA. I also have a bunch of work I'm going to be doing to get my career performance bumped up a notch or two (and let's face it, that won't be easy). Later on Monday, Tim Ford (blog|twitter) did a session on DMOs. Specifically the session was on Tim's Period Table of DMOs that he has put together, and how to use some of the more interesting DMOs in your day to day job. It was a great session, packed with good information. Next, Brent Ozar (blog|twitter) did a session on how to monitor and guide SAN configuration for the DBA that doesn't have access to the SAN. That was some seriously useful information. Tuesday morning we only had a single class. Kendra Little (blog|twitter) taught us all about "No Lock for Yes Fun".  It was all about the different transaction isolation levels and how they work. There is so often confusion in this area and Kendra does a great job in clarifying the information. Also, she tosses in her excellent drawings to liven up the presentation. Then it was excursion time in Juneau. My wife and I, along with several other Cruisers, took a hike up around the Mendenhall Glacier. It was absolutely beautiful weather and walking through the Alaskan rain forest was a treat. Our guide, Jason, was a great guy and it was a good day of hiking. Wednesday was an all day excursion in Skagway. My wife and I took the "Ghost and Good Time Girls" walking tour that ended up at a bar that used to be a brothel, the Red Onion. It was a great history of the town. We went back out and hit a few museums and exhibits. We also hiked up the side of the mountain to see the Dewey Lake and some great views of the town. Finally we hiked out to the far side of town to see the Gold Rush cemetery. Hiking done we went back to the boat and had a quiet dinner on our own. Thursday we cruised through Glacier Bay and saw at least four different glaciers including sitting next to the Marjory Glacier for  about an hour. It was amazing. Then it got better. We went into class with Buck again, this time to talk about Communication. Again, I've got pages of notes that I'm going to be referring back to for some time to come. This was an excellent opportunity to learn. Snorkelers: Nicole Bertrand, Aaron Bertrand, Grant Fritchey, Neil Hambly, Christina Leo, John Robel, Yanni Robel, Tim Ford Friday we pulled into Ketchikan. A bunch of us went snorkeling. Yes, snorkeling. Yes, in Alaska. Yes, snorkeling in the ocean in Alaska. It was fantastic. They had us put on 7mm thick wet suits (an adventure all by itself) so it was basically warm the entire time we were in the water (except for the occasional squirt of cold water down my back). Before we got in the water a bald eagle flew up and landed about 15 feet in front of us, which was just an incredible event. Then our guide pointed out about 14 other eagles in the area, hanging out in the trees. Wow! The water was pretty clear and there was a ton of things to see. That was absolutely a blast. Back on the boat I presented a session called Execution Plans: The Deep Dive (note the nautical theme). It seemed to go over well and I had several good questions come out of the session that will lead to new blog posts. After I presented, it was Aaron Bertrand's (blog|twitter) turn. He did a session on "What's New in Denali" that provided a lot of great information. He was able to incorporate new things straight out of Tech-Ed, so this was expanded beyond his usual presentation. The man really knows what he's talking about and communicates it well. Saturday we were travelling so there was time for a bunch of classes. Jeremiah Peschka (blog|twitter) did a great overview of some of the NoSQL databases and what they should be used for. The session was called "The Database is Dead" but it was really about how there are specific uses for these databases that SQL Server doesn't fill, but also that these databases can't replace SQL Server in other areas. Again, good material. Brent Ozar presented again with a session on Defensive Indexing. It was an overview of how indexes work and a deep dive into how to apply them appropriately in your databases to better support access. A good session, as you would expect. Then we pulled into Victoria, BC, in Canada and had a nice dinner with several of the Cruisers, including Denny Cherry (blog|twitter). After that it was back to Seattle on Sunday. By the way, the Science Fiction Museum in Seattle isn't a Science Fiction Museum any more. I was very disappointed to discover this. Overall, it was a great experience. I'm extremely appreciative of Red Gate for sending me and for Tim, Brent, Kendra and Jeremiah for having me. The other Cruisers were all amazing people and it was an honor & privilege to meet them and spend time with them. While this was a seriously fun time, it was also a very serious training opportunity with solid information coming from seasoned industry pros.

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  • Troubleshooting PHP email sending?

    - by darkAsPitch
    I created a website that occasionally emails users when they register/change their password/etc. Every other person however cannot or does not receive the emails. They are telling me that they are not even hitting their spam folders. I don't know a ton about MX records or email sending, but when I "Edit DNS Zone" for this domain in particular there is 1 MX record listed there. How do you go about troubleshooting botched PHP mail actions? UPDATE: Here is my super-simple php mailing code: $subject = "Subject Here"; $message = "Emails Message"; $to = $verified_user_data["email_address"]; $headers = "From: [email protected]\r\n" . "Reply-To: [email protected]\r\n" . "X-Mailer: PHP/" . phpversion(); //returns true on success, false on failure $email_result = mail($to, $subject, $message, $headers); re: "are you saying that some do and some do not?" @ Jacob Yes, basically. I send the emails containing the user's login username/password using similar code above. And I sell to fairly tech-savvy people. About 50% of the time, my customers claim they cannot find their welcome emails in their inbox OR in their spam box. It's as if it never arrived. I have the largest problem with Yahoo email addresses accepting my emails or so it seems. re: "The MX record at your end doesn't factor in, although the SPF record (or lack of it) will. How much access and control do you have on the server itself?" @ John Gardeniers I rent a dedicated server from Codero. Running CentOS 5, WHM + cPanel. I have full root access to the entire thing. Don't know much about MX records and/or SPF records. I just want the PHP mail function to work. It doesn't say much about that on the php mail function's help page. re: "What are you using for the SMTP server?" @ JonLim No idea. I use the code above when I need to fire off an email to a loyal customer, and that's it. Do I need to be worrying about SMTP servers? re: "Could be many, many things. Can you describe how you're sending mail in your code? i.e. are you relaying off of another mail server somewhere, using the local sendmail or postfix? Any consistency in domains that can/cannot receive email? Do you have a PTR record setup from the IP address that you're sending mail out as? What about SPF records?" @ gravyface I just described my simple code above! I believe I have been having the most trouble with Yahoo domains, however "independent" domains (probably running spamassasin) ex. [email protected] as opposed to [email protected] seem to give a lot of trouble as well. I do not know if I have a PTR record setup from the IP address I'm sending my mail from. It's probably the same IP address that I setup my domain on, because I didn't do anything extra special. No idea about SPF records either, where can I go to create one? Side Note: It's a crying shame what havoc the spammers have brought upon our beloved email system.

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  • Install Intel USB 3.0 eXtensible Host Controller Driver for Windows Server 2008 R2 x64

    - by ffrugone
    According to Intel and Dell, by board is technically a 'desktop' board and they therefore do not support Intel USB 3.0 eXtensible Host Controller drivers for Windows Server 2008 (R2 x64). I'm trying to find a workaround. I found an entry on someone who tried to tackle this, but I can't make his fix work for me. Below, I have copied both his entry, and my reply. I'm a loyal stackoverflow user, and hopefully the people here at serverfault can help me: anyforumuser Re: GA-Z77X-UD5H USB3 Drivers not installing? « Reply #6 on: July 05, 2012, 04:12:59 am » Thanks to JoeMiner , his process for the network drivers gave me the clues to figure out to get the USB3 drivers working. I have got the intel USB3 drivers working at full speed in win server 2008r2 you have to edit the following file : 1. mup.xml in change the "Windows7" to "W2K8" 2. in setup.if2 under [groups] line starting with "HSCSDRIVER " change the "IsOS( ... )" entry to "IsOS(WIN2008_R2,WIN2008_R2_MAXSP)" inf files for all copy the content of the [Intel.NTAMD64.6.1] group to the [Intel.NTAMD64.6.2] group driver folders. here i am not entirely sure which is correct so there are some double up's. in the drivers folder copy the "Win7" folder to "win2008" , "win2008_r2" and "x64" ie your drivers folder should now contain the "win2008" , "win2008_r2" and "x64" folders and they contain contents of the win7 folder (the inf files should of already been fixed) Run install , It should install properly and work now. You will have to reboot If it doesn't work remove the intel usb3 controllers from device manager and get it to "scan for hardware changes" Good luck !!! benevida Re: GA-Z77X-UD5H Intel Network Drivers not installing? « Reply #7 on: August 13, 2012, 02:21:14 pm » Thank you anyforumuser! A process for getting this driver installed was exactly what I needed. However, I've hit a snag. I believe I've followed every step exactly as written, but I'm getting an error during installation. I get the message "One or more files that are required for installation are either missing or corrupted. Setup will exit." Behind the error, the 'Setup Progress' shows the current step as "Copying File: C:\Program Files (x86)\Intel\Intel(R) USB 3.0 eXtensible Host Controller Driver\Drivers\iusb3xhc.man". I've checked the installation files, and iusb3xhc.man seems to be a viable file in all of the Windows 2008 sub-directories of the Drivers folder. Therefore I don't see how the file could be missing and I doubt that it is corrupted, (although it does NOT exist in the \Drivers\HCSwitch folder). I opened 'Setup.if2', and there are two aspects to the step of copying iusb3xhc.man that caught my eye. First, the steps immediately preceding are set to 'error=ignore'. If they hadn't completed successfully, this is the first step where we'd hear about it. Second, this is the first step where the relative path '%source%\drivers\%_os%\%_ia%\' is used. If I haven't named the Windows 2008 sub-directories correctly, I could see where things are fouling up. In any event, if someone could take a look and make suggestions I'd appreciate it. Thank you.

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  • Why It Is So Important to Know Your Customer

    - by Christie Flanagan
    Over the years, I endured enough delayed flights, air turbulence and misadventures in airport security clearance to watch my expectations for the air travel experience fall to abysmally low levels. The extent of my loyalty to any one carrier had more to do with the proximity of the airport parking garage to their particular gate than to any effort on the airline’s part to actually earn and retain my business. That all changed one day when I found myself at the airport hoping to catch a return flight home a few hours earlier than expected, using an airline I had flown with for the first time just that week.  When you travel regularly for business, being able to catch a return flight home that’s even an hour or two earlier than originally scheduled is a big deal. It can mean the difference between having a normal evening with your family and having to sneak in like a cat burglar after everyone is fast asleep. And so I found myself on this particular day hoping to catch an earlier flight home. I approached the gate agent and was told that I could go on standby for their next flight out. Then I asked how much it was going to cost to change the flight, knowing full well that I wouldn’t get reimbursed by my company for any change fees. “Oh, there’s no charge to fly on standby,” the gate agent told me. I made a funny look. I couldn’t believe what I was hearing. This airline was going to let my fly on standby, at no additional charge, even though I was a new customer with no status or points. It had been years since I’d seen an airline pass up a short term revenue generating opportunity in favor of a long term loyalty generating one.  At that moment, this particular airline gained my loyal business. Since then, this airline has had the opportunity to learn a lot about me. They know where I live, where I fly from, where I usually fly to, and where I like to sit on the plane. In general, I’ve found their customer service to be quite good whether at the airport, via call center and even through social channels. They email me occasionally, and when they do, they demonstrate that they know me by promoting deals for flights from where I live to places that I’d be interested in visiting. And that’s part of why I’m always so puzzled when I visit their website.Does this company with the great service, customer friendly policies, and clean planes demonstrate that they know me at all when I visit their website? The answer is no. Even when I log in using my loyalty program credentials, it’s pretty obvious that they’re presenting the same old home page and same old offers to every single one of their site visitors. I mean, those promotional offers that they’re featuring so prominently  -- they’re for flights that originate thousands of miles from where I live! There’s no way I’d ever book one of those flights and I’m sure I’m not the only one of their customers to feel that way.My reason for recounting this story is not to pick on the one customer experience flaw I've noticed with this particular airline, in fact, they do so many things right that I’ll continue to fly with them. But I did want to illustrate just how glaringly obvious it is to customers today when a touch point they have with a brand is impersonal, unconnected and out of sync. As someone who’s spent a number of years in the web experience management and online marketing space, it particularly peeves me when that out of sync touch point is a brand’s website, perhaps because I know how important it is to make a customer’s online experience relevant and how many powerful tools are available for making a relevant experience a reality. The fact is, delivering a one-size-fits-all online customer experience is no longer acceptable or particularly effective in today’s world. Today’s savvy customers expect you to know who they are and to understand their preferences, behavior and relationship with your brand. Not only do they expect you to know about them, but they also expect you to demonstrate this knowledge across all of their touch points with your brand in a consistent and compelling fashion, whether it be on your traditional website, your mobile web presence or through various social channels.Delivering the kind of personalized online experiences that customers want can have tremendous business benefits. This is not just about generating feelings of goodwill and higher customer satisfaction ratings either. More relevant and personalized online experiences boost the effectiveness of online marketing initiatives and the statistics prove this out. Personalized web experiences can help increase online conversion rates by 70% -- that’s a huge number.1  And more than three quarters of consumers indicate that they’ve made additional online purchases based on personalized product recommendations.2Now if only this airline would get on board with delivering a more personalized online customer experience. I’d certainly be happier and more likely to spring for one of their promotional offers. And by targeting relevant offers on their home page to appropriate segments of their site visitors, I bet they’d be happier and generating additional revenue too. Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin-top:0in; mso-para-margin-right:0in; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0in; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;}  ***** If you're interested in hearing more perspectives on the benefits of demonstrating that you know your customers by delivering a more personalized experience, check out this white paper on creating a successful and meaningful customer experience on the web.  Also catch the video below on the business value of CX in attracting new customers featuring Oracle's VP of Customer Experience Strategy, Brian Curran. 1 Search Engine Watch 2 Marketing Charts

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  • Personal Technology – Laptop Screen Blank – No Post – No BIOS – No Boot

    - by Pinal Dave
    If your laptop Screen is Blank and there is no POST, BIOS or boot, you can follow the steps mentioned here and there are chances that it will work if there is no hardware failure inside. Step 1: Remove the power cord from the laptop Step 2: Remove the battery from the laptop Step 3: Hold power button (keep it pressed) for almost 60 seconds Step 4: Plug power back in laptop Step 5: Start computer and it should just start normally. Step 6: Now shut down Step 7: Insert the battery back in the laptop Step 8: Start laptop again and it should work Note 1: If your laptop does not work after inserting back the memory. Remove the memory and repeat above process. Do not insert the battery back as it is malfunctioning. Note 2: If your screen is faulty or have issues with your hardware (motherboard, screen or anything else) this method will not fix your computer. Those, who care about how I come up with this not SQL related blog post, here is the very funny true story. If you are a married man, you will know what I am going to describe next. May be you have faced the same situation or at least you feel and understand my situation. My wife’s computer suddenly stops working when she was searching for my daughter’s mathematics worksheets online. While the fatal accident happened with my wife’s computer (which was my loyal computer for over 4 years before she got it), I was working in my home office, fixing a high priority issue (live order’s database was corrupted) with one of the largest eCommerce websites.  While I was working on production server where I was fixing database corruption, my wife ran to my home office. Here is how the conversation went: Wife: This computer does not work. I: Restart it. Wife: It does not start. I: What did you do with it? Wife: Nothing, it just stopped working. I: Okey, I will look into it later, working on the very urgent issue. Wife: I was printing my daughter’s worksheet. I: Hm.. Okey. Wife: It was the mathematics worksheet, which you promised you will teach but you never get around to do it, so I am doing it myself. I: Thanks. I appreciate it. I am very busy with this issue as million dollar transaction are not happening as the database got corrupted and … Wife: So what … umm… You mean to say that you care about this customer more than your daughter. You know she got A+ in every other class but in mathematics she got only A. She missed that extra credit question. I: She is only 4, it is okay. Wife: She is 4.5 years old not 4. So you are not going to fix this computer which does not start at all. I think our daughter next time will even get lower grades as her dad is busy fixing something. I: Alright, I give up bring me that computer. Our daughter who was listening everything so far she finally decided to speak up. Daughter: Dad, it is a laptop not computer. I: Yes, sweety get that laptop here and your dad is going to fix the this small issue of million dollar issue later on. I decided to pay attention to my wife’s computer. She was right. No matter what I do, it will not boot up, it will not start, no BIOS, no POST screen. The computer starts for a second but nothing comes up on the screen. The light indicating hard drive comes up for a second and goes off. Nothing happens. I removed every single USB drive from the laptop but it still would not start. It was indeed no fun for me. Finally I remember my days when I was not married and used to study in University of Southern California, Los Angeles. I remembered that I used to have very old second (or maybe third or fourth) hand computer with me. In polite words, I had pre-owned computer and it used to face very similar issues again and again. I had small routine I used to follow to fix my old computer and I had decided to follow the same steps again with this computer. Step 1: Remove the power cord from the laptop Step 2: Remove the battery from the laptop Step 3: Hold power button (keep it pressed) for almost 60 seconds Step 4: Plug power back in laptop Step 5: Start computer and it should just start normally. Step 6: Now shut down Step 7: Insert the battery back in the laptop Step 8: Start laptop again and it should work Note 1: If your laptop does not work after inserting back the memory. Remove the memory and repeat above process. Do not insert the battery back as it is malfunctioning. Note 2: If your screen is faulty or have issues with your hardware (motherboard, screen or anything else) this method will not fix your computer. Once I followed above process, her computer worked. I was very delighted, that now I can go back to solving the problem where millions of transactions were waiting as I was fixing corrupted database and it the current state of the database was in emergency mode. Once I fixed the computer, I looked at my wife and asked. I: Well, now this laptop is back online, can I get guaranteed that she will get A+ in mathematics in this week’s quiz? Wife: Sure, I promise. I: Fantastic. After saying that I started to look at my database corruption and my wife interrupted me again. Wife: Btw, I forgot to tell you. Our daughter had got A in mathematics last week but she had another quiz today and she already have received A+ there. I kept my promise. I looked at her and she started to walk outside room, before I say anything my phone rang. DBA from eCommerce company had called me, as he was wondering why there is no activity from my side in last 10 minutes. DBA: Hey bud, are you still connected. I see um… no activity in last 10 minutes. I: Oh, well, I was just saving the world. I am back now. After two hours I had fixed the database corruption and everything was normal. I was outsmarted by my wife but honestly I still respect and love her the same as she is the one who spends countless hours with our daughter so she does not miss me and I can continue writing blogs and keep on doing technology evangelism. Reference: Pinal Dave (http://blog.sqlauthority.com)Filed under: PostADay, SQL, SQL Authority, SQL Humor, SQL Query, SQL Server, SQL Tips and Tricks, T SQL, Technology

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  • DELETE and EDIT is not working in my python program

    - by user2968025
    This is a simple python program that ADD, DELETE, EDIT and VIEW student records. The problem is, DELETE and EDIT is not working. I dont know why but when I tried removing one '?' in the DELETE dunction, I had the error that says there are only 8 columns and it needs 10. But originally, there are only 9 columns. I don't know where it got the other one to make it 10. Please help.. :( import sys import sqlite3 import tkinter import tkinter as tk from tkinter import * from tkinter.ttk import * def newRecord(): studentnum="" name="" age="" birthday="" address="" email="" course="" year="" section="" con=sqlite3.connect("Students.db") cur=con.cursor() cur.execute("CREATE TABLE IF NOT EXISTS student(studentnum TEXT, name TEXT, age TEXT, birthday TEXT, address TEXT, email TEXT, course TEXT, year TEXT, section TEXT)") def save(): studentnum=en1.get() name=en2.get() age=en3.get() birthday=en4.get() address=en5.get() email=en6.get() course=en7.get() year=en8.get() section=en9.get() student=(studentnum,name,age,birthday,address,email,course,year,section) cur.execute("INSERT INTO student(studentnum,name,age,birthday,address,email,course,year,section) VALUES(?,?,?,?,?,?,?,?,?)",student) con.commit() win=tkinter.Tk();win.title("Students") lbl=tkinter.Label(win,background="#000",foreground="#ddd",width=30,text="Add Record") lbl.pack() lbl1=tkinter.Label(win,width=30,text="Student Number : ") lbl1.pack() en1=tkinter.Entry(win,width=30) en1.pack() lbl2=tkinter.Label(win,width=30,text="Name : ") lbl2.pack() en2=tkinter.Entry(win,width=30) en2.pack() lbl3=tkinter.Label(win,width=30,text="Age : ") lbl3.pack() en3=tkinter.Entry(win,width=30) en3.pack() lbl4=tkinter.Label(win,width=30,text="Birthday : ") lbl4.pack() en4=tkinter.Entry(win,width=30) en4.pack() lbl5=tkinter.Label(win,width=30,text="Address : ") lbl5.pack() en5=tkinter.Entry(win,width=30) en5.pack() lbl6=tkinter.Label(win,width=30,text="Email : ") lbl6.pack() en6=tkinter.Entry(win,width=30) en6.pack() lbl7=tkinter.Label(win,width=30,text="Course : ") lbl7.pack() en7=tkinter.Entry(win,width=30) en7.pack() lbl8=tkinter.Label(win,width=30,text="Year : ") lbl8.pack() en8=tkinter.Entry(win,width=30) en8.pack() lbl9=tkinter.Label(win,width=30,text="Section : ") lbl9.pack() en9=tkinter.Entry(win,width=30) en9.pack() btn1=tkinter.Button(win,background="#000",foreground="#ddd",width=30,text="Save Student",command=save) btn1.pack() def editRecord(): studentnum1="" def edit(): studentnum1=en10.get() studentnum="" name="" age="" birthday="" address="" email="" course="" year="" section="" con=sqlite3.connect("Students.db") cur=con.cursor() row=cur.fetchone() cur.execute("DELETE FROM student WHERE name = '%s'" % studentnum1) con.commit() def save(): studentnum=en1.get() name=en2.get() age=en3.get() birthday=en4.get() address=en5.get() email=en6.get() course=en7.get() year=en8.get() section=en8.get() student=(studentnum,name,age,email,birthday,address,email,course,year,section) cur.execute("INSERT INTO student(studentnum,name,age,email,birthday,address,email,course,year,section) VALUES(?,?,?,?,?,?,?,?,?)",student) con.commit() win=tkinter.Tk();win.title("Students") lbl=tkinter.Label(win,background="#000",foreground="#ddd",width=30,text="Edit Reocrd :"+'\t'+studentnum1) lbl.pack() lbl1=tkinter.Label(win,width=30,text="Student Number : ") lbl1.pack() en1=tkinter.Entry(win,width=30) en1.pack() lbl2=tkinter.Label(win,width=30,text="Name : ") lbl2.pack() en2=tkinter.Entry(win,width=30) en2.pack() lbl3=tkinter.Label(win,width=30,text="Age : ") lbl3.pack() en3=tkinter.Entry(win,width=30) en3.pack() lbl4=tkinter.Label(win,width=30,text="Birthday : ") lbl4.pack() en4=tkinter.Entry(win,width=30) en4.pack() lbl5=tkinter.Label(win,width=30,text="Address : ") lbl5.pack() en5=tkinter.Entry(win,width=30) en5.pack() lbl6=tkinter.Label(win,width=30,text="Email : ") lbl6.pack() en6=tkinter.Entry(win,width=30) en6.pack() lbl7=tkinter.Label(win,width=30,text="Course : ") lbl7.pack() en7=tkinter.Entry(win,width=30) en7.pack() lbl8=tkinter.Label(win,width=30,text="Year : ") lbl8.pack() en8=tkinter.Entry(win,width=30) en8.pack() lbl9=tkinter.Label(win,width=30,text="Section : ") lbl9.pack() en9=tkinter.Entry(win,width=30) en9.pack() btn1=tkinter.Button(win,background="#000",foreground="#ddd",width=30,text="Save Record",command=save) btn1.pack() win=tkinter.Tk();win.title("Edit Student") lbl=tkinter.Label(win,background="#000",foreground="#ddd",width=30,text="Edit Record") lbl.pack() lbl10=tkinter.Label(win,width=30,text="Student Number : ") lbl10.pack() en10=tkinter.Entry(win) en10.pack() btn2=tkinter.Button(win,background="#000",foreground="#ddd",width=30,text="Edit",command=edit) btn2.pack() def deleteRecord(): studentnum1="" win=tkinter.Tk();win.title("Delete Student Record") lbl=tkinter.Label(win,background="#000",foreground="#ddd",width=30,text="Delete Record") lbl.pack() lbl10=tkinter.Label(win,text="Student Number") lbl10.pack() en10=tkinter.Entry(win) en10.pack() def delete(): studentnum1=en10.get() con=sqlite3.connect("Students.db") cur=con.cursor() row=cur.fetchone() cur.execute("DELETE FROM student WHERE name = '%s';" % studentnum1) con.commit() win=tkinter.Tk();win.title("Record Deleted") lbl=tkinter.Label(win,background="#000",foreground="#ddd",width=30,text="Record Deleted :") lbl.pack() lbl=tkinter.Label(win,width=30,text=studentnum1) lbl.pack() btn=tkinter.Button(win,background="#000",foreground="#ddd",width=30,text="Ok",command=win.destroy) btn.pack() btn2=tkinter.Button(win,background="#000",foreground="#ddd",width=30,text="Delete",command=delete) btn2.pack() def viewRecord(): con=sqlite3.connect("Students.db") cur=con.cursor() win=tkinter.Tk();win.title("View Student Record"); row=cur.fetchall() lbl1=tkinter.Label(win,background="#000",foreground="#ddd",width=300,text="\n\tStudent Number"+"\t\tName"+"\t\tAge"+"\t\tBirthday"+"\t\tAddress"+"\t\tEmail"+"\t\tCourse"+"\t\tYear"+"\t\nSection") lbl1.pack() for row in cur.execute("SELECT * FROM student"): lbl2=tkinter.Label(win,width=300,text= row[0] + '\t\t' + row[1] + '\t' + row[2] + '\t\t' + row[3] + '\t\t' + row[4] + '\t\t' + row[5] + '\t\t' + row[6] + '\t\t' + row[7] + '\t\t' + row[8] + '\n') lbl2.pack() con.close() but1=tkinter.Button(win,background="#000",foreground="#fff", width=150,text="Close",command=win.destroy) but1.pack() root=tkinter.Tk();root.title("Student Records") menubar=tkinter.Menu(root) manage=tkinter.Menu(menubar,tearoff=0) manage.add_command(label='New Record',command=newRecord) manage.add_command(label='Edit Record',command=editRecord) manage.add_command(label='Delete Record',command=deleteRecord) menubar.add_cascade(label='Manage',menu=manage) view=tkinter.Menu(menubar,tearoff=0) view.add_command(label='View Record',command=viewRecord) menubar.add_cascade(label='View',menu=view) root.config(menu=menubar) lbl=tkinter.Label(root,background="#000",foreground="#ddd",font=("Verdana",15),width=30,text="Student Records") lbl.pack() lbl1=tkinter.Label(root,text="\nSubmitted by :") lbl1.pack() lbl2=tkinter.Label(root,text="Chavez, Vissia Nicole P") lbl2.pack() lbl3=tkinter.Label(root,text="BSIT 4-4") lbl3.pack()

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  • MySQL and INT auto_increment fields

    - by PHPguy
    Hello folks, I'm developing in LAMP (Linux+Apache+MySQL+PHP) since I remember myself. But one question was bugging me for years now. I hope you can help me to find an answer and point me into the right direction. Here is my challenge: Say, we are creating a community website, where we allow our users to register. The MySQL table where we store all users would look then like this: CREATE TABLE `users` ( `uid` int(2) unsigned NOT NULL auto_increment COMMENT 'User ID', `name` varchar(20) NOT NULL, `password` varchar(32) NOT NULL COMMENT 'Password is saved as a 32-bytes hash, never in plain text', `email` varchar(64) NOT NULL, `created` int(11) unsigned NOT NULL default '0' COMMENT 'Timestamp of registration', `updated` int(11) unsigned NOT NULL default '0' COMMENT 'Timestamp of profile update, e.g. change of email', PRIMARY KEY (`uid`) ) ENGINE=MyISAM DEFAULT CHARSET=utf8; So, from this snippet you can see that we have a unique and automatically incrementing for every new user 'uid' field. As on every good and loyal community website we need to provide users with possibility to completely delete their profile if they want to cancel their participation in our community. Here comes my problem. Let's say we have 3 registered users: Alice (uid = 1), Bob (uid = 2) and Chris (uid = 3). Now Bob want to delete his profile and stop using our community. If we delete Bob's profile from the 'users' table then his missing 'uid' will create a gap which will be never filled again. In my opinion it's a huge waste of uid's. I see 3 possible solutions here: 1) Increase the capacity of the 'uid' field in our table from SMALLINT (int(2)) to, for example, BIGINT (int(8)) and ignore the fact that some of the uid's will be wasted. 2) introduce the new field 'is_deleted', which will be used to mark deleted profiles (but keep them in the table, instead of deleting them) to re-utilize their uid's for newly registered users. The table will look then like this: CREATE TABLE `users` ( `uid` int(2) unsigned NOT NULL auto_increment COMMENT 'User ID', `name` varchar(20) NOT NULL, `password` varchar(32) NOT NULL COMMENT 'Password is saved as a 32-bytes hash, never in plain text', `email` varchar(64) NOT NULL, `is_deleted` int(1) unsigned NOT NULL default '0' COMMENT 'If equal to "1" then the profile has been deleted and will be re-used for new registrations', `created` int(11) unsigned NOT NULL default '0' COMMENT 'Timestamp of registration', `updated` int(11) unsigned NOT NULL default '0' COMMENT 'Timestamp of profile update, e.g. change of email', PRIMARY KEY (`uid`) ) ENGINE=MyISAM DEFAULT CHARSET=utf8; 3) Write a script to shift all following user records once a previous record has been deleted. E.g. in our case when Bob (uid = 2) decides to remove his profile, we would replace his record with the record of Chris (uid = 3), so that uid of Chris becomes qual to 2 and mark (is_deleted = '1') the old record of Chris as vacant for the new users. In this case we keep the chronological order of uid's according to the registration time, so that the older users have lower uid's. Please, advice me now which way is the right way to handle the gaps in the auto_increment fields. This is just one example with users, but such cases occur very often in my programming experience. Thanks in advance!

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  • Mr Flibble: As Seen Through a Lens, Darkly

    - by Phil Factor
    One of the rewarding things about getting involved with Simple-Talk has been in meeting and working with some pretty daunting talents. I’d like to say that Dom Reed’s talents are at the end of the visible spectrum, but then there is Richard, who pops up on national radio occasionally, presenting intellectual programs, Andrew, master of the ukulele, with his pioneering local history work, and Tony with marathon running and his past as a university lecturer. However, Dom, who is Red Gate’s head of creative design and who did the preliminary design work for Simple-Talk, has taken the art photography to an extreme that was impossible before Photoshop. He’s not the first person to take a photograph of himself every day for two years, but he is definitely the first to weave the results into a frightening narrative that veers from comedy to pathos, using all the arts of Photoshop to create a fictional character, Mr Flibble.   Have a look at some of the Flickr pages. Uncle Spike The B-Men – Woolverine The 2011 BoyZ iN Sink reunion tour turned out to be their last Error 404 – Flibble not found Mr Flibble is not a normal type of alter-ego. We generally prefer to choose bronze age warriors of impossibly magnificent physique and stamina; superheroes who bestride the world, scorning the forces of evil and anarchy in a series noble and righteous quests. Not so Dom, whose Mr Flibble is vulnerable, and laid low by an addiction to toxic substances. His work has gained an international cult following and is used as course material by several courses in photography. Although his work was for a while ignored by the more conventional world of ‘art’ photography they became famous through the internet. His photos have received well over a million views on Flickr. It was definitely time to turn this work into a book, because the whole sequence of images has its maximum effect when seen in sequence. He has a Kickstarter project page, one of the first following the recent UK launch of the crowdfunding platform. The publication of the book should be a major event and the £45 I shall divvy up will be one of the securest investments I shall ever make. The local news in Cambridge picked up on the project and I can quote from the report by the excellent Cabume website , the source of Tech news from the ‘Cambridge cluster’ Put really simply Mr Flibble likes to dress up and take pictures of himself. One of the benefits of a split personality, however is that Mr Flibble is supported in his endeavour by Reed’s top notch photography skills, supreme mastery of Photoshop and unflinching dedication to the cause. The duo have collaborated to take a picture every day for the past 730-plus days. It is not a big surprise that neither Mr Flibble nor Reed watches any TV: In addition to his full-time role at Cambridge software house,Red Gate Software as head of creativity and the two to five hours a day he spends taking the Mr Flibble shots, Reed also helps organise the . And now Reed is using Kickstarter to see if the world is ready for a Mr Flibble coffee table book. Judging by the early response it is. At the time of writing, just a few days after it went live, ‘I Drink Lead Paint: An absurd photography book by Mr Flibble’ had raised £1,545 of the £10,000 target it needs to raise by the Friday 30 November deadline from 37 backers. Following the standard Kickstarter template, Reed is offering a series of rewards based on the amount pledged, ranging from a Mr Flibble desktop wallpaper for pledges of £5 or more to a signed copy of the book for pledges of £45 or more, right up to a starring role in the book for £1,500. Mr Flibble is unquestionably one of the more deranged Kickstarter hopefuls, but don’t think for a second that he doesn’t have a firm grasp on the challenges he faces on the road to immortalisation on 150 gsm stock. Under the section ‘risks and challenges’ on his Kickstarter page his statement begins: “An angry horde of telepathic iguanas discover the world’s last remaining stock of vintage lead paint and hold me to ransom. Gosh how I love to guzzle lead paint. Anyway… faced with such brazen bravado, I cower at the thought of taking on their combined might and die a sad and lonely Flibble deprived of my one and only true liquid love.” At which point, Reed manages to wrestle away the keyboard, giving him the opportunity to present slightly more cogent analysis of the obstacles the project must still overcome. We asked Reed a few questions about Mr Flibble’s Kickstarter adventure and felt that his responses were worth publishing in full: Firstly, how did you manage it – holding down a full time job and also conceiving and executing these ideas on a daily basis? I employed a small team of ferocious gerbils to feed me ideas on a daily basis. Whilst most of their ideas were incomprehensibly rubbish and usually revolved around food, just occasionally they’d give me an idea like my B-Men series. As a backup plan though, I found that the best way to generate ideas was to actually start taking photos. If I were to stand in front of the camera, pull a silly face, place a vegetable on my head or something else equally stupid, the resulting photo of that would typically spark an idea when I came to look at it. Sitting around idly trying to think of an idea was doomed to result in no ideas. I admit that I really struggled with time. I’m proud that I never missed a day, but it was definitely hard when you were late from work, tired or doing something socially on the same day. I don’t watch TV, which I guess really helps, because I’d frequently be spending 2-5 hours taking and processing the photos every day. Are there any overlaps between software development and creative thinking? Software is an inherently creative business and the speed that it moves ensures you always have to find solutions to new things. Everyone in the team needs to be a problem solver. Has it helped me specifically with my photography? Probably. Working within teams that continually need to figure out new stuff keeps the brain feisty I suppose, and I guess I’m continually exposed to a lot of possible sources of inspiration. How specifically will this Kickstarter project allow you to test the commercial appeal of your work and do you plan to get the book into shops? It’s taken a while to be confident saying it, but I know that people like the work that I do. I’ve had well over a million views of my pictures, many humbling comments and I know I’ve garnered some loyal fans out there who anticipate my next photo. For me, this Kickstarter is about seeing if there’s worth to my work beyond just making people smile. In an online world where there’s an abundance of freely available content, can you hope to receive anything from what you do, or would people just move onto the next piece of content if you happen to ask for some support? A book has been the single-most requested thing that people have asked me to produce and it’s something that I feel would showcase my work well. It’s just hard to convince people in the publishing industry just now to take any kind of risk – they’ve been hit hard. If I can show that people would like my work enough to buy a book, then it sends a pretty clear picture that publishers might hear, or it gives me the confidence enough to invest in myself a bit more – hard to do when you’re riddled with self-doubt! I’d love to see my work in the shops, yes. I could see it being the thing that someone flips through idly as they’re Christmas shopping and recognizing that it’d be just the perfect gift for their difficult to buy for friend or relative. That said, working in the software industry means I’m clearly aware of how I could use technology to distribute my work, but I can’t deny that there’s something very appealing to having a physical thing to hold in your hands. If the project is successful is there a chance that it could become a full-time job? At the moment that seems like a distant dream, as should this be successful, there are many more steps I’d need to take to reach any kind of business viability. Kickstarter seems exactly that – a way for people to help kick start me into something that could take off. If people like my work and want me to succeed with it, then taking a look at my Kickstarter page (and hopefully pledging a bit of support) would make my elbows blush considerably. So there is is. An opportunity to open the wallet just a bit to ensure that one of the more unusual talents sees the light in the format it deserves.  

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  • Right-Time Retail Part 3

    - by David Dorf
    This is part three of the three-part series.  Read Part 1 and Part 2 first. Normal 0 false false false EN-US X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin-top:0in; mso-para-margin-right:0in; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0in; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:"Times New Roman"; mso-fareast-theme-font:minor-fareast; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;} Right-Time Marketing Real-time isn’t just about executing faster; it extends to interactions with customers as well. As an industry, we’ve spent many years analyzing all the data that’s been collected. Yes, that data has been invaluable in helping us make better decisions like where to open new stores, how to assort those stores, and how to price our products. But the recent advances in technology are now making it possible to analyze and deliver that data very quickly… fast enough to impact a potential sale in near real-time. Let me give you two examples. Salesmen in car dealerships get pretty good at sizing people up. When a potential customer walks in the door, it doesn’t take long for the salesman to figure out the revenue at stake. Is this person a real buyer, or just looking for a fun test drive? Will this person buy today or three months from now? Will this person opt for the expensive packages, or go bare bones? While the salesman certainly asks some leading questions, much of information is discerned through body language. But body language doesn’t translate very well over the web. Eloqua, which was acquired by Oracle earlier this year, reads internet body language. By tracking the behavior of the people visiting your web site, Eloqua categorizes visitors based on their propensity to buy. While Eloqua’s roots have been in B2B, we’ve been looking at leveraging the technology with ATG to target B2C. Knowing what sites were previously visited, how often the customer has been to your site recently, and how long they’ve spent searching can help understand where the customer is in their purchase journey. And knowing that bit of information may be enough to help close the deal with a real-time offer, follow-up email, or online customer service pop-up. This isn’t so different from the days gone by when the clerk behind the counter of the corner store noticed you were lingering in a particular aisle, so he walked over to help you compare two products and close the sale. You appreciated the personalized service, and he knew the value of the long-term relationship. Move that same concept into the digital world and you have Oracle’s CX Suite, a cloud-based offering of end-to-end customer experience tools, assembled primarily from acquisitions. Those tools are Oracle Marketing (Eloqua), Oracle Commerce (ATG, Endeca), Oracle Sales (Oracle CRM On Demand), Oracle Service (RightNow), Oracle Social (Collective Intellect, Vitrue, Involver), and Oracle Content (Fatwire). We are providing the glue that binds the CIO and CMO together to unleash synergies that drive the top-line higher, and by virtue of the cloud-approach, keep costs at bay. My second example of real-time marketing takes place in the store but leverages the concepts of Web marketing. In 1962 the decline of personalized service in retail began. Anyone know the significance of that year? That’s when Target, K-Mart, and Walmart each opened their first stores, and over the succeeding years the industry chose scale over personal service. No longer were you known as “Jane with the snotty kid so make sure we check her out fast,” but you suddenly became “time-starved female age 20-30 with kids.” I’m not saying that was a bad thing – it was the right thing for our industry at the time, and it enabled a huge amount of growth, cheaper prices, and more variety of products. But scale alone is no longer good enough. Today’s sophisticated consumer demands scale, experience, and personal attention. To some extent we’ve delivered that on websites via the magic of cookies, your willingness to log in, and sophisticated data analytics. What store manager wouldn’t love a report detailing all the visitors to his store, where they came from, and which products that examined? People trackers are getting more sophisticated, incorporating infrared, video analytics, and even face recognition. (Next time you walk in front on a mannequin, don’t be surprised if it’s looking back.) But the ultimate marketing conduit is the mobile phone. Since each mobile phone emits a unique number on WiFi networks, it becomes the cookie of the physical world. Assuming congress keeps privacy safeguards reasonable, we’ll have a win-win situation for both retailers and consumers. Retailers get to know more about the consumer’s purchase journey, and consumers get higher levels of service with the retailer. When I call my bank, a couple things happen before the call is connected. A reverse look-up on my phone number identifies me so my accounts can be retrieved from Siebel CRM. Then the system anticipates why I’m calling based on recent transactions. In this example, it sees that I was just charged a foreign currency fee, so it assumes that’s the reason I’m calling. It puts all the relevant information on the customer service rep’s screen as it connects the call. When I complain about the fee, the rep immediately sees I’m a great customer and I travel lots, so she suggests switching me to their traveler’s card that doesn’t have foreign transaction fees. That technology is powered by a product called Oracle Real-Time Decisions, a rules engine built to execute very quickly, basically in the time it takes the phone to ring once. So let’s combine the power of that product with our new-found mobile cookie and provide contextual customer interactions in real-time. Our first opportunity comes when a customer crosses a pre-defined geo-fence, typically a boundary around the store. Context is the key to our interaction: that’s the customer (known or anonymous), the time of day and day of week, and location. Thomas near the downtown store on a Wednesday at noon means he’s heading to lunch. If he were near the mall location on a Saturday morning, that’s a completely different context. But on his way to lunch, we’ll let Thomas know that we’ve got a new shipment of ASICS running shoes on display with a simple text message. We used the context to look-up Thomas’ past purchases and understood he was an avid runner. We used the fact that this was lunchtime to select the type of message, in this case an informational message instead of an offer. Thomas enters the store, phone in hand, and walks to the shoe department. He scans one of the new ASICS shoes using the convenient QR Codes we provided on the shelf-tags, but then he starts scanning low-end Nikes. Each scan is another opportunity to both learn from Thomas and potentially interact via another message. Since he historically buys low-end Nikes and keeps scanning them, he’s likely falling back into his old ways. Our marketing rules are currently set to move loyal customer to higher margin products. We could have set the dials to increase visit frequency, move overstocked items, increase basket size, or many other settings, but today we are trying to move Thomas to higher-margin products. We send Thomas another text message, this time it’s a personalized offer for 10% off ASICS good for 24 hours. Offering him a discount on Nikes would be throwing margin away since he buys those anyway. We are using our marketing dollars to change behavior that increases the long-term value of Thomas. He decides to buy the ASICS and scans the discount code on his phone at checkout. Checkout is yet another opportunity to interact with Thomas, so the transaction is sent back to Oracle RTD for evaluation. Since Thomas didn’t buy anything with the shoes, we’ll print a bounce-back coupon on the receipt offering 30% off ASICS socks if he returns within seven days. We have successfully started moving Thomas from low-margin to high-margin products. In both of these marketing scenarios, we are able to leverage data in near real-time to decide how best to interact with the customer and lead to an increase in the lifetime value of the customer. The key here is acting at the moment the customer shows interest using the context of the situation. We aren’t pushing random products at haphazard times. We are tailoring the marketing to be very specific to this customer, and it’s the technology that allows this to happen in near real-time. Conclusion As we enable more right-time integrations and interactions, retailers will begin to offer increased service to their customers. Localized and personalized service at scale will drive loyalty and lead to meaningful revenue growth for the retailers that execute well. Our industry needs to support Commerce Anywhere…and commerce anytime as well.

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  • Understanding the value of Customer Experience & Loyalty for the Telecommunications Industry

    - by raul.goycoolea
    Worried by economic woes and market forces, especially in mature markets, communications service providers (CSPs) increasingly focus on improving customer experience. In fact, it seems difficult to find a major message by a C-level executive in the developed world that does not include something on "meeting and exceeding customers' needs". Frequently in customer satisfaction studies by prominent firms, CSPs fall short of the leadership demonstrated by other industries that take customer-centric approaches to their bottom-line strategies. Consider the following:Despite the continued impact of global economic crisis, in July 2010, Apple Computer posted record revenue and net quarterly profit. Those who attribute the results primarily to the iPhone 4 launch should note that Apple also shipped around 30% more Macintosh computers than the same period the previous year. Even sales of the iPod line increased by 8% in a highly commoditized, shrinking media player market. Finally, Apple began selling iPads during the quarter, with total sales of more than 3 million units. What does Apple have that the others lack? Well, some great products (and services) to be sure, but it also excels at customer service and support, marketing, and distribution, and has one of the strongest brands globally. Its products are useful, simple to use, easy to acquire and augment, high quality, and considered very cool. They also evoke such an emotional response from many of Apple's customers, which they turn up their noses at competitive products.In other words, Apple appears to have mastered virtually every aspect of customer experience and the resultant loyalty of its customer base - even in difficult financial times. Through that unwavering customer focus, Apple continues to drive its revenues and profits to new heights. Other customer loyalty leaders like Wal-Mart, Google, Toyota and Honda are also doing well by focusing on customer experience as an essential driver of profitability. Service providers should note this performance and ask themselves how they might leverage the same principles to increase their own profitability. After all, that is what customer experience and loyalty are all about: profitability.To successfully manage all the critical touch points of customer experience, CSPs must shun the one-size-fits-all approach. They can no longer afford to view customer service fundamentally as an act of altruism - which mentality dates back to the industry's civil service days, when CSPs were typically government organizations that were critical to economic development and public safety.As regulators and public officials have pushed, and continue to push, service providers to new heights of reliability - using incentives and punishments - most CSPs already have some of the fundamental building blocks of customer service in place. Yet despite that history and experience, service providers still lag other industries in providing what is seen as good customer service.As we observed in the TMF's 2009 Insights Research report, Customer Experience Management: Driving Loyalty & Profitability there has been resurgence in interest by CSPs. More and more of them have stated ambitions to catch up other industries, and they are realizing that good customer service is a powerful strategy for increasing business performance and profitability, not an act of good will.CSPs are recognizing the connection between customer experience and profitability, as demonstrated in many studies. For example, according to research by Bain & Company, a 5 percent improvement in customer retention rates can yield as much as a 75 percent increase in profits for companies across a range of industries.After decades of customer experience strategy formulation, Bain partner and business author, Frederick Reichheld, considers "would you recommend us to a friend?" as the ultimate question for a customer. How many times have you or your friends recommended an iPod, iPhone or a Mac? What do your children recommend to their peers? Their peers to them?There are certain steps service providers have to take to create more personalized relationships with their customers, as well as reduce churn and increase profitability, all while becoming leaner and more agile. First, they have to define customer experience, we define it as the result of the sum of observations, perceptions, thoughts and feelings arising from interactions and relationships between customers and their service provider(s). Virtually every customer touch point - whether directly or indirectly linked to service providers and their partners - contributes to customer perception, satisfaction, loyalty, and ultimately profitability. Gaining leadership in customer experience and satisfaction will not be a simple task, as it is affected by virtually every customer-facing aspect of the service provider, and in turn impacts the service provider deeply - especially on the all-important bottom line. The scope of issues affecting customer experience is complex and dynamic.With new services, devices and applications extending the basis of customer experience to domains beyond the direct control of the service provider, it is likely to increase in complexity and dynamism.Customer loyalty = increased profitsAs stated earlier, customer experience programs are not fundamentally altruistic exercises, but a strategic means of improving competitiveness and profitability in the short and long term. Loyalty is essential to deriving long term profits from customers.Some of the earliest loyalty programs date back to the 1930s, when packaged goods companies offered embedded coupons for rewards to buyers, and eventually retail chains began offering reward programs to frequent shoppers. These programs continued for decades but were leapfrogged in the 1980s by more aggressive programs from the airlines.This movement was led by American Airlines, which launched the first full-scale loyalty marketing program of the modern era with the AAdvantage frequent flyer scheme. It was the first to reward frequent fliers with notional air miles that could be accumulated and later redeemed for free travel. Figure 1: Opportunities example of Customer loyalty driven profitOther airlines and travel providers were quick to grasp the incredible value of providing customers with an incentive to use their company exclusively. Within a few years, dozens of travel industry companies launched similar initiatives and now loyalty programs are achieving near-ubiquity in many service industries, especially those in which it is difficult to differentiate offerings by product attributes.The belief is that increased profitability will result from customer retention efforts because:•    The cost of acquisition occurs only at the beginning of a relationship: the longer the relationship, the lower the amortized cost;•    Account maintenance costs decline as a percentage of total costs, or as a percentage of revenue, over the lifetime of the relationship;•    Long term customers tend to be less inclined to switch and less price sensitive which can result in stable unit sales volume and increases in dollar-sales volume;•    Long term customers may initiate word-of-mouth promotions and referrals, which cost the company nothing and arguably are the most effective form of advertising;•    Long-term customers are more likely to buy ancillary products and higher margin supplemental products;•    Long term customers tend to be satisfied with their relationship with the company and are less likely to switch to competitors, making market entry or competitors gaining market share difficult;•    Regular customers tend to be less expensive to service, as they are familiar with the processes involved, require less 'education', and are consistent in their order placement;•    Increased customer retention and loyalty makes the employees' jobs easier and more satisfying. In turn, happy employees feed back into higher customer satisfaction in a virtuous circle. Figure 2: The virtuous circle of customer loyaltyFigure 2 represents a high-level example of a virtuous cycle driven by customer satisfaction and loyalty, depicting how superiority in product and service offerings, as well as strong customer support by competent employees, lead to higher sales and ultimately profitability. As stated above, this is not a new concept, but succeeding with it is difficult. It has eluded many a company driven to achieve profitability goals. Of course, for this circle to be virtuous, the customer relationship(s) must be profitable.Trying to maintain the loyalty of unprofitable customers is not a viable business strategy. It is, therefore, important that marketers can assess the profitability of each customer (or customer segment), and either improve or terminate relationships that are not profitable. This means each customer's 'relationship costs' must be understood and compared to their 'relationship revenue'. Customer lifetime value (CLV) is the most commonly used metric here, as it is generally accepted as a representation of exactly how much each customer is worth in monetary terms, and therefore a determinant of exactly how much a service provider should be willing to spend to acquire or retain that customer.CLV models make several simplifying assumptions and often involve the following inputs:•    Churn rate represents the percentage of customers who end their relationship with a company in a given period;•    Retention rate is calculated by subtracting the churn rate percentage from 100;•    Period/horizon equates to the units of time into which a customer relationship can be divided for analysis. A year is the most commonly used period for this purpose. Customer lifetime value is a multi-period calculation, often projecting three to seven years into the future. In practice, analysis beyond this point is viewed as too speculative to be reliable. The model horizon is the number of periods used in the calculation;•    Periodic revenue is the amount of revenue collected from a customer in a given period (though this is often extended across multiple periods into the future to understand lifetime value), such as usage revenue, revenues anticipated from cross and upselling, and often some weighting for referrals by a loyal customer to others; •    Retention cost describes the amount of money the service provider must spend, in a given period, to retain an existing customer. Again, this is often forecast across multiple periods. Retention costs include customer support, billing, promotional incentives and so on;•    Discount rate means the cost of capital used to discount future revenue from a customer. Discounting is an advanced method used in more sophisticated CLV calculations;•    Profit margin is the projected profit as a percentage of revenue for the period. This may be reflected as a percentage of gross or net profit. Again, this is generally projected across the model horizon to understand lifetime value.A strong focus on managing these inputs can help service providers realize stronger customer relationships and profits, but there are some obstacles to overcome in achieving accurate calculations of CLV, such as the complexity of allocating costs across the customer base. There are many costs that serve all customers which must be properly allocated across the base, and often a simple proportional allocation across the whole base or a segment may not accurately reflect the true cost of serving that customer;  This is made worse by the fragmentation of customer information, which is likely to be across a variety of product or operations groups, and may be difficult to aggregate due to different representations.In addition, there is the complexity of account relationships and structures to take into consideration. Complex account structures may not be understood or properly represented. For example, a profitable customer may have a separate account for a second home or another family member, which may appear to be unprofitable. If the service provider cannot relate the two accounts, CLV is not properly represented and any resultant cancellation of the apparently unprofitable account may result in the customer churning from the profitable one.In summary, if service providers are to realize strong customer relationships and their attendant profits, there must be a very strong focus on data management. This needs to be coupled with analytics that help business managers and those who work in customer-facing functions offer highly personalized solutions to customers, while maintaining profitability for the service provider. It's clear that acquiring new customers is expensive. Advertising costs, campaign management expenses, promotional service pricing and discounting, and equipment subsidies make a serious dent in a new customer's profitability. That is especially true given the rising subsidies for Smartphone users, which service providers hope will result in greater profits from profits from data services profitability in future.  The situation is made worse by falling prices and greater competition in mature markets.Customer acquisition through industry consolidation isn't cheap either. A North American service provider spent about $2,000 per subscriber in its acquisition of a smaller company earlier this year. While this has allowed it to leapfrog to become the largest mobile service provider in the country, it required a total investment of more than $28 billion (including assumption of the acquiree's debt).While many operating cost synergies clearly made this deal more attractive to the acquiring company, this is certainly an expensive way to acquire customers: the cost per subscriber in this case is not out of line with the prices others have paid for acquisitions.While growth by acquisition certainly increases overall revenues, it often creates tremendous challenges for profitability. Organic growth through increased customer loyalty and retention is a more effective driver of profit, as well as a stronger predictor of future profitability. Service providers, especially those in mature markets, are increasingly recognizing this and taking steps toward a creating a more personalized, flexible and satisfying experience for their customers.In summary, the clearest path to profitability for companies in virtually all industries is through customer retention and maximization of lifetime value. Service providers would do well to recognize this and focus attention on profitable customer relationships.

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  • Remove/squash entries in a vertical hash

    - by Forkrul Assail
    I have a grid that represents an X, Y matrix, stored as a hash here. Some points on the X Y matrix may have values (as type string), and some may not. A typical grid could look like this: {[9, 5]=>"Alaina", [10, 3]=>"Courtney", [11, 1]=>"Gladys", [8, 7]=>"Alford", [14, 11]=>"Lesley", [17, 2]=>"Lawson", [0, 5]=>"Katrine", [2, 1]=>"Tyra", [3, 3]=>"Fredy", [1, 7]=>"Magnus", [6, 9]=>"Nels", [7, 11]=>"Kylie", [11, 0]=>"Kellen", [10, 2]=>"Johan", [14, 10]=>"Justice", [0, 4]=>"Barton", [2, 0]=>"Charley", [3, 2]=>"Magnolia", [1, 6]=>"Maximo", [7, 10]=>"Olga", [19, 5]=>"Isadore", [16, 3]=>"Delfina", [17, 1]=>"Noe", [20, 11]=>"Francis", [10, 5]=>"Creola", [9, 3]=>"Bulah", [8, 1]=>"Lempi", [11, 7]=>"Raquel", [13, 11]=>"Jace", [1, 5]=>"Garth", [3, 1]=>"Ernest", [2, 3]=>"Malcolm", [0, 7]=>"Alejandrin", [7, 9]=>"Marina", [6, 11]=>"Otilia", [16, 2]=>"Hailey", [20, 10]=>"Brandt", [8, 0]=>"Madeline", [9, 2]=>"Leanne", [13, 10]=>"Jenifer", [1, 4]=>"Humberto", [3, 0]=>"Nicholaus", [2, 2]=>"Nadia", [0, 6]=>"Abigail", [6, 10]=>"Zola", [20, 5]=>"Clementina", [23, 3]=>"Alvah", [19, 11]=>"Wallace", [11, 5]=>"Tracey", [8, 3]=>"Hulda", [9, 1]=>"Jedidiah", [10, 7]=>"Annetta", [12, 11]=>"Nicole", [2, 5]=>"Alison", [0, 1]=>"Wilma", [1, 3]=>"Shana", [3, 7]=>"Judd", [4, 9]=>"Lucio", [5, 11]=>"Hardy", [19, 10]=>"Immanuel", [9, 0]=>"Uriel", [8, 2]=>"Milton", [12, 10]=>"Elody", [5, 10]=>"Alexanne", [1, 2]=>"Lauretta", [0, 0]=>"Louvenia", [2, 4]=>"Adelia", [21, 5]=>"Erling", [18, 11]=>"Corene", [22, 3]=>"Haskell", [11, 11]=>"Leta", [10, 9]=>"Terrence", [14, 1]=>"Giuseppe", [15, 3]=>"Silas", [12, 5]=>"Johnnie", [4, 11]=>"Aurelie", [5, 9]=>"Meggie", [2, 7]=>"Phoebe", [0, 3]=>"Sister", [1, 1]=>"Violet", [3, 5]=>"Lilian", [18, 10]=>"Eusebio", [11, 10]=>"Emma", [15, 2]=>"Theodore", [14, 0]=>"Cassidy", [4, 10]=>"Edmund", [2, 6]=>"Claire", [0, 2]=>"Madisen", [1, 0]=>"Kasey", [3, 4]=>"Elijah", [17, 11]=>"Susana", [20, 1]=>"Nicklaus", [21, 3]=>"Kelsie", [10, 11]=>"Garnett", [11, 9]=>"Emanuel", [15, 1]=>"Louvenia", [14, 3]=>"Otho", [13, 5]=>"Vincenza", [3, 11]=>"Tate", [2, 9]=>"Beau", [5, 7]=>"Jason", [6, 1]=>"Jayde", [7, 3]=>"Lamont", [4, 5]=>"Curt", [17, 10]=>"Mack", [21, 2]=>"Lilyan", [10, 10]=>"Ruthe", [14, 2]=>"Georgianna", [4, 4]=>"Nyasia", [6, 0]=>"Sadie", [16, 11]=>"Emil", [21, 1]=>"Melba", [20, 3]=>"Delia", [3, 10]=>"Rosalee", [2, 8]=>"Myrtle", [7, 2]=>"Rigoberto", [14, 5]=>"Jedidiah", [13, 3]=>"Flavie", [12, 1]=>"Evie", [8, 9]=>"Olaf", [9, 11]=>"Stan", [20, 2]=>"Judge", [5, 5]=>"Cassie", [7, 1]=>"Gracie", [6, 3]=>"Armando", [4, 7]=>"Delia", [3, 9]=>"Marley", [16, 10]=>"Robyn", [2, 11]=>"Richie", [12, 0]=>"Gilberto", [13, 2]=>"Dedrick", [9, 10]=>"Liam", [5, 4]=>"Jabari", [7, 0]=>"Enola", [6, 2]=>"Lela", [3, 8]=>"Jade", [2, 10]=>"Johnson", [15, 5]=>"Willow", [12, 3]=>"Fredrick", [13, 1]=>"Beau", [9, 9]=>"Carlie", [8, 11]=>"Daisha", [6, 5]=>"Declan", [4, 1]=>"Carolina", [5, 3]=>"Cruz", [7, 7]=>"Jaime", [0, 9]=>"Anthony", [1, 11]=>"Esta", [13, 0]=>"Shaina", [12, 2]=>"Alec", [8, 10]=>"Lora", [6, 4]=>"Emely", [4, 0]=>"Rodger", [5, 2]=>"Cedrick", [0, 8]=>"Collin", [1, 10]=>"Armani", [16, 5]=>"Brooks", [19, 3]=>"Eleanora", [18, 1]=>"Alva", [7, 5]=>"Melissa", [5, 1]=>"Tabitha", [4, 3]=>"Aniya", [6, 7]=>"Marc", [1, 9]=>"Marjorie", [0, 11]=>"Arvilla", [19, 2]=>"Adela", [7, 4]=>"Zakary", [5, 0]=>"Emely", [4, 2]=>"Alison", [1, 8]=>"Lorenz", [0, 10]=>"Lisandro", [17, 5]=>"Aylin", [18, 3]=>"Giles", [19, 1]=>"Kyleigh", [8, 5]=>"Mary", [11, 3]=>"Claire", [10, 1]=>"Avis", [9, 7]=>"Manuela", [15, 11]=>"Chesley", [18, 2]=>"Kristopher", [24, 3]=>"Zola", [8, 4]=>"Pietro", [10, 0]=>"Delores", [11, 2]=>"Timmy", [15, 10]=>"Khalil", [18, 5]=>"Trudie", [17, 3]=>"Rafael", [16, 1]=>"Anthony"} What I need to do though, is basically remove all the empty entries. Let's say [17,3] = Raphael does not have an element in front of if (let's say - no [16,3] exists) then [17,3] should become [16,3] etc. So basically all empty items will be popped off the vertical (row) structure of the hash. Are there functions I should have a look at or is there an easy squash-like method that would just remove blanks and adjust and move other items? Thanks in advance for your help.

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