Are You at Risk of Being “Uberized”?

If you’re like many Business Owners and Leaders you probably feel pretty good about the position you hold in your market… so did the taxi cab companies and drivers before Uber became a reality. Now they are scrambling and trying to find a way to survive… even to the point of trying to get political help in different cities to stay afloat.

Disruption and Commoditization have impacted virtually every industry today. There probably isn’t a single industry that hasn’t been impacted by a disruptive organization entering their market and stealing some of their market share. Uber is an excellent example but there are many others that have been equally disruptive. Companies such as LegalZoom have taken billions of dollars away from attorneys over the past several years. They captured and disrupted a document and transaction-based business and turned it into a commodity by substantially lowering the pricing of document preparation… impacting attorneys all over the country.

Amazon was an early disruptor to the entire book business… taking significant market share away from Barnes and Noble and Borders who were recognized giants in the book industry. And we certainly can’t forget about Blockbuster’s demise when Netflix entered the market. They were the unquestioned dominant leader in video rental and were virtually replaced overnight by an unknown company with a new disruptive business model that matched the needs of customers at substantial savings.

Even though these examples are in completely different industries there is one common thread that runs through all of them… they didn’t believe anyone could disrupt their dominance in their market. While it’s awesome to believe in your product or service, it’s dangerous to think there isn’t someone waiting in the wings to take away your position. Unlike any other time in history, we are now seeing new companies coming into traditional industries from many unrelated areas and establishing a disruptive model and capturing significant market share. This trend is only going to continue now that it has shown massive success over the past few years. So what can you do, as the leader of your business, to either avoid or minimize the impact of this potential disruption?

While commoditization is difficult to combat with products and services over a long period of time, there is at least one alternative that appears to withstand the test of time and delivers differentiation in the market… your CUSTOMER EXPERIENCE.

It is difficult to continually come up with new products and services to satisfy the ravenous appetite customers have today. Just when you think you have the best and leading edge product or newest service, someone comes in and “one-ups” you and takes away the leading spot. While you might remain there for some period of time, it is difficult to remain at the top for extended periods of time. Apple is one of the few that has been successful at this… but it took them many years of living in the shadow of Microsoft and others before they became the dominant leader. Today, Microsoft is in this unenviable position and trying to fight their way back to the top… especially in the race for the Cloud.

But these are behemoth companies… not the SMB market. They can throw billions of dollars at innovation and products and hope they find a winner. The small and mid-sized business (SMB) can’t be this frivolous with their cash and making too many product/service mistakes can wipe out a business before anything comes to fruition. The proven alternative to this madness is to focus on the ONE THING that is completely in their control to design and deliver… their CUSTOMER EXPERIENCE.

Customer Experience has both short and long term advantages. It is something that can be created and implemented within the year but last for many decades to come when implemented properly. And by properly I’m not talking about telling all your employees they need to be nicer to the customer… that never works for the long term… every company can be nice to their customers if they try. This isn’t the answer… this isn’t the differentiator… but it’s on the right track.

Creating a customized CUSTOMER JOURNEY that is built upon a very well defined Customer Experience Process (something we call Customer Experience Mapping) is what allows companies to reap these rewards for many years into the future. Think Disney… they created “the happiest place on earth” and continue to deliver this experience year after year after year. This didn’t happen by holding a meeting and telling all their employees and characters to be nicer to their guests… it happened because they have a very well defined Customer Journey that is built on a foundation of a well-designed and executed Customer Experience.

Nordstrom did the same thing many decades ago. They started selling shoes… then clothing… all at high prices. But they started with a very distinct process inside the organization for delivering an incredible customer experience day in and day out. Zappos followed this same model… sold shoes… one of the ultimate commodities in the clothing industry… and they dominate today. They don’t give discounts and silly things like “one day only” sales (every day)… they simply deliver a remarkable Customer Experience to every customer every day… and their customers love to buy from Zappos. And it has worked out pretty well when you consider they went from zero to over $1 Billion in revenues in less than 10 years and were sold to Amazon for more than a billion dollars. Not a bad model if you ask me.

One way to avoid being COMMODITIZED and losing customers is to design something even new entrants can’t copy… the experience you offer. If your Customer Experience is so incredibly amazing and remarkable… WOW… every single day with every interaction, this creates immediate differentiation and a long tail of success. It is the ultimate weapon against commoditization or even new entrants into a market. For a new disruptive entrant to take away market share they would need to be so much better and cheaper than anything you offered… which is difficult to do today. And for those of you that are saying to yourself right now, “Yea but we’re different, we do a good quality job and treat our customers well so we aren’t at risk,” I would offer you some instant advice… take the blinders off and get real with looking at your business. This is living in a fantasy world… this isn’t looking at your company from the eyes of your customer… they are seeing something very different. And if someone came into your market today and offered a completely different (and awesome) experience to your customers at or below your price they would be gone in a heartbeat.

Achieving long-term dominance doesn’t happen by “being nicer to your customers” and thinking you have created differentiation… you haven’t. Being CUSTOMER OBSESSED and creating a process based CUSTOMER JOURNEY that has a well laid out and documented CUSTOMER EXPERIENCE PROCESS at the heart of it is what will help you avoid being “Uberized.” This strategy gives you differentiation, uniqueness, and a special place in your customers heart and mind… it gives you the “long tail” of success.

I would strongly and passionately encourage you to learn more about why and how this is completely different than what you are probably doing today. If there was ONE THING TO FOCUS ON IN 2017 it would be to create a strategy based around a well-planned Customer Journey which incorporated an incredibly awesome Customer Experience by Mapping out all the experiences your customer will receive when they interact with your business (there are usually over 20 for most companies in the SMB market). If this is of interest and you want to learn more, let’s grab coffee and I can share how some of the best companies in the world have followed this path… for decades… and still dominate in their industries. I think you will find it a fascinating discussion…

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Tips And Tricks To Market Your Website

New Year is ready to knock your doors with new dreams, challenges, and opportunities for your business. No matter, how many mistakes you have done in your past year, it’s time to correct them all. This may give a kick-start to your career and let you touch the new heights in your business. The first thing you should keep in mind is that creating a website is not enough, you also have to spread it around the world, so, it can create opportunities. Marketing is a daunting task that you cannot overlook anyhow, so, here are some proven ways that can help you to market your website in 2017, which allow you to rock on the internet with your distinct identity. Optimization Is The Key: Search Engine Optimization (SEO) is an important and unforgettable factor for the success of your website. It may increase the visibility of your website, so, the first and foremost thing you need to do is optimize your web pages, content or social links for search engines. It helps to market your website in all over the world by the mean of increasing its ranking on different search engines.

Breathtaking Design That Catches The Eyes: Another way to market your website over the internet or intranet is by creating mesmerizing and inspiring design that catches the eyes of its visitors and pulls them to go through your website once. The design is the soul of your website that helps in its marketing. Always give a look and add functionality to your website that attracts human and web spiders as well.

Spread It To The World With Social Media: Nowadays, social media is ruling the market it helps to viral any news in a few seconds. So, you should also take its help to market your website. You can easily create your business pages on different social media platforms like Facebook, Twitter, LinkedIn, Pinterest, Instagram, Tumblr and many more and get quality traffic to your website. Content Is The King: Last but not the least method to market your website is by creating engaging and inspiring content to post on your website that gives your visitors a reason to come back. Always remember unique content not only open the doors for new visitors or retain the existing ones but also give search engines a reason to crawl your website, which in result increase its ranking.

These are some simple tips and tricks you can use to market your website in 2017. So, what are you waiting for? Use it and get ready to touch the new heights in your business.

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How Do I Discover My Purpose? Start By Asking Yourself These 3 Questions

One of the biggest questions I hear is, “What is my purpose?”

In reality, there are only two people who can really tell you what your purpose is you and God.

What is purpose?

Your purpose is the plan God has for you, the reason why He has created to live on this earth.

He can tell you because He created you and He made a specific purpose just for you. As you seek to know God more, and learn His plan for your life, you can discover this purpose. Contrary to what many people believe, you are not here just to take up space, meander around, watch reality TV, be miserable, or even eat chocolate.

God has so much more for you. He wants you to love your life by discovering your purpose and walking it out on consistent basis.

God also wants you to connect with Him and join Him where He is already working.

This requires you to be able to:
• Have a relationship with Him through faith in Jesus Christ
• Experience an intimate relationship with Him
• Learn to hear His voice

If you want to fulfill your purpose for 2017, I encourage you to take a quick mental inventory of what you have. Then 3 questions to ask yourself include:
• What 5 things do I want to change about myself in this year? This could include your job, a relationship, a personal goal, certain habits, etc.
• What people/things do I need to get rid of so I can pursue my purpose?
• What negative mindsets do I need to get rid of? If you are honest with yourself, you can experience areas of growth so you can pursue your purpose.

I would also recommend you find an accountability partner or hire a life purpose coach to help you to see where you are and how you can get closer to pursuing your purpose.

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5 New Year’s Resolutions for Busy Families

It somehow seems that modern life is busier than it has ever been. As well as our work and family commitments, there are now so many ways to spend our leisure time; it often feels like 24 hours is simply not long enough to get everything you wanted done in the day.

The problem of being busy all of the time (even though it is a good problem to have) hits those of us who have time-consuming jobs and are also raising a family the hardest. If you fall into this category, you may find it helpful to read the following list of five potential New Year’s resolutions you could make to ensure your 2017 is less stressful than this year may have been!

1) Leave the office on time – Even if it’s only on one or two days a week, it is important that you sometimes put your foot down and leave your place of work as soon as your day is meant to finish. You’ll find that you get much more done in the evenings!

2) Invest in a 2017 calendar – It may sound like a simple step, but that’s sort of the point. Having your work and leisure commitments mapped out for the weeks and months ahead in an easy to view format will allow you to see at a glance just how busy you are and whether you are taking on too much.

3) Spend 10 minutes doing nothing – Again, this is more productive than it sounds! Set your alarm ten minutes earlier every day so that, before you get up, you can spend this extra time in completely undisturbed silence, thinking about what your priorities should be for the day to come.

4) What are your two most important tasks? – Speaking of priorities, it is also a good idea to take a step back from time to time and decide which the two most important jobs are that you wish to accomplish on any given day. This is a great way of clearing your head when you feel overwhelmed.

5) Consider hiring household staff – You may have thought that hiring a nanny or other household staff might be the ‘easy way out’, but this is not the case. Those who have invested in professional assistance of this kind know that hiring a caring and responsible person to help run your busy home is a fantastic way of relieving domestic pressures.

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Think Outside the Marketing Box: 10 Quick, New Ideas for 2017

The holidays are upon us again. It’s the time of year for good cheer and some creative marketing ideas to end your year right.

If you’ve been in a marketing slump through the fall, try a few new and interesting ways to get a little more business for your small business:

  1. Create a personalized calendar to gift your clients. You can include inspirational quotes or advice for each month. Staying in front of them will solidify your brand in their minds for years and years to come.
  2. Give your customers a small gift of appreciation, like a customized sticky screen cleaner or promo handout. If you happen to give something that is useful and is well made, your customers won’t just thank you, they will be more interested in giving you referrals to other potential clients. Offer gift cards to give customers more flexibility for gifts. Be sure to place them near your checkout to encourage impulse buys. Starbucks or Amazon gift cards tend to be consistently well received.
  3. Take clients to a more personal lunch or brunch instead of throwing a larger, impersonal holiday party. Focus on having a good time and building rapport through not talking about business. They will take the gesture and thank you by becoming your biggest cheerleader.
  4. Host a day with Santa at your business where you provide free photos with the jolly old man. If your target market has kids, this will be a huge hit.
  5. Give holiday shoppers a free shoulder massage by hiring a masseuse for a few hours.
  6. Partner with other local businesses to give a package of coupons in each shopping bag. This is also a way to encourage sharing business ideas with your neighbors or setting up referral incentives with them.
  7. Sponsor a local event. This time of year many run clubs and other organizations hold holiday runs or New Year’s Day resolution runs or other events. Pick one you enjoy and sponsor it to get your name out. Pair with a local charity. Schedule an event where you and your staff volunteer with the organization. Offer discounts to your customers who volunteer their time with the same organization.
  8. Hold a customer appreciation sale during hours when you are normally closed to show your customers how much you appreciate their loyalty. Create a special invitation and think about giving them door prizes and small gifts for patronizing your business.
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