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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How to Get What You Want in 2017

It is almost 2017 and time to start thinking about those New Year’s resolutions but the problem with New Year’s resolutions is that so few people actually achieve them. Why is this and what can you do to make sure you actually get what you want in 2017?

1. Write Down Your New Year’s Resolutions and Set SMART goals

The first step towards achieving what you want is to actually write it down and turn resolutions into goals. An unwritten resolution is quickly forgotten and unless you have some written, specific goals chances are you are just going to be wandering. SMART goals are specific, measurable, attainable, realistic and time-bound. In other words, say exactly what you want to achieve, by when and have ways of measuring how you are getting along. 2. Develop Habits and Consistency

Another problem that often occurs with New Year’s resolutions is that people do not form habits and develop consistency in those actions that are going to get them there. For instance, if you want to lose weight, it needs to become a habit to exercise and eat healthy foods. They say it takes 21 days to develop a habit but it is actually better to consistently stick to it for 63 days to ensure that the habit is well entrenched into your lifestyle before taking any breaks. Not all habits need to be done every day but you do need to be consistent in doing those things that will get you towards your goal.

3. Track and Measure

Set smaller goals and ways of measuring how you are making progress towards your major goal and then track these. Start by tracking those habits that it will take to get you there – how many times have you exercised this week for example. As you are tracking you will see how even the small steps count and will be more motivated to keep moving towards your major goal.

4. Stay Positive

Your mindset has a huge role to play in whether you are going to achieve your goals or not. Always try to remain positive and think positively. Focus on what it is you want but don’t beat yourself up over setbacks or slip ups, you will get times where things don’t go perfectly or you may have a setback but just keep going and you will get there.

Instead of just setting some New Year’s Resolutions for this next year why not turn them into actionable goals, develop habits that will help you achieve them and track these consistently. Keep positive and all the best for achieving whatever it is you want to achieve in 2017.

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Marketing Trends To Follow

A business without marketing is like driving with your eyes closed. It’s because if you can’t tell anything about your products and services so you are not able to make a sell and therefore marketing is important in all aspects. It allowed you to know and understand the actual demand of the customer so you can sell the right products and services in a right manner that fits their need. So, what’s your strategy to stand out in the market in the year of 2017? Don’t get surprised, 2017 is around the corner and you have to tighten your belts and make a plan from now so you can win the cut-throat competition of the market and achieve all such goals which you are not able to attain this year. Content Remarketing: It simply stands for users who visited your website, but didn’t become a lead to bring them back to it. It bounced visitors into leads, increase brand recalls and effectiveness of SEO (Search Engine Optimization) and content marketing. Therefore, you must follow the content Remarketing trend in the year 2017 to achieve your target like a pro.

Mobile Website Ruling The World: Another thing you need to include in your 2017 marketing strategy is a mobile-friendly website. If you really want to rule the market and be in the each and every home so you have to switch to a mobile-friendly website. If you are not using mobile marketing to search new audience so you are actually losing all such opportunities which your competitors gain instead.

Video Marketing Is The Rising Star: Without any doubt, one good video can lead a massive social following because of people likely to watch a video instead of reading a page of text. It is an effective way of communication that allowed you to target a wider audience and therefore, you should include it in your marketing plan to win the ever-changing market competition. Storm The World By The Power Of Social Media: Social Media Marketing is about communicating with a wider audience. It allowed you to win the market and boost your position over the World Wide Web and increase your reputation.

All above points help you to make a winning strategy for the year 2017 which actually gives you the result that leads your business at a higher level. So, what are you waiting for? Make a plan as soon as it possible so you can implement it with confidence to achieve your goals.

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Whither the World’s Fair?

The moniker “Expo 2017” is currently being bandied about in North America. In the US, various optimists, often plain vanilla citizens like you and me, have launched web sites and forums promoting a return of the world’s fair–or Expo 2017 in this case–to America. In Canada, at least four cites and/or organizations have recently promoted the idea of an “expo”, with one of the first efforts publicly unveiled in Montreal in 2007.

In America, the idea of a world’s fair–an officially sanctioned one, that is, will conceivably remain a distant dream until Washington comes to its diplomatic senses and rejoins the Bureau of International Expositions, or BIE–the governing body in Paris which awards world’s fairs in much the same fashion as the IOC decides who gets to hold the next Olympic Games. Just like the Olympics, an aspiring world’s fair applicant is required to invest a considerable amount of energy and expense putting together a bid, and, of course, impressing the appropriate officials. Unless, perhaps, you’re the city of New York which, after a clash with French dignitaries, decided to hold its 1964/1965 World’s Fair without BIE approval. At the time, superpower America had enough clout that many of the nations who were subsequently prohibited by the BIE from participating decided to show up anyway, posing as trade and tourist organizations.

Right after New York, and only a skip across the border, the city of Montreal staged what is often considered to be the most successful (and BIE approved) world’s fair of all time. Set on a sprawling venue of two man-made islands and a peninsula in the middle of the Saint Lawrence River, Expo 67 introduced a number of technological and cultural “firsts”–including the now ubiquitous moniker “expo” itself.

There are “expos” for everything now, from computers to kitty litter, while the mighty world’s fair that spawned these cheap imitations hasn’t been seen in North America for decades. Even if a city here managed to secure an official bid for “Expo 2017” it would be for a much smaller affair, a “recognized” expo limited by the BIE to 25 hectares exhibition area. That’s because there have always been two types of world’s fairs, a very large one (a “universal expo”) and, in-between, a smaller one (a “special expo”)–both of which are now, respectively, called “registered” and “recognized” fairs. In 2017, unfortunately, only the smaller recognized expo is allowed.

Nevertheless, I would argue that the world’s fair not only needs a major boost in North America, but that North America desperately needs another world’s fair. No other event has the collective potential to attract a huge audience to the latest cultural and scientific endeavours humankind has to offer. With our planet in the precarious state we have put it in, and North America no longer as influential and respected as it used to be, a world’s fair, properly staged and presented with the latest social and environmental initiatives, could be the political and technological beacon of hope this continent is yearning for. Of course, that might mean that Expo 2017 would need to encompass a great deal more than 25 hectares exhibition area and would need to address a lot more than the narrowly restricted theme (the fair’s purpose) officially allowed by the BIE for a smaller “recognized” expo. This could be done, with a little creative thinking (and without resorting to New York’s 1964 strategy), but that’s for another article to address.

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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.