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…

Posted in Uncategorized | Comments Off on Are You at Risk of Being “Uberized”?

A Colour Forecast For Spring 2017

Forget the monochrome look, forget restraint. One of the strong trends that we can look forward to in spring 2017 is vibrant colour. Think wacky, age of Aquarius style psychedelia. Many of the looks that will come to the fore in spring of next year are going to be a riot of colour. This is great for those of us who love vibrant shades and are not afraid to stand out from the crowd, though perhaps not so good for shrinking violets or those with a more muted aesthetic.

Tie dye is back and there is something of a resurgence of the hippie fashion aesthetic. For Resort, designers showed a range of tie-dye clothing. Both inner and outerwear items were shown and there was plenty of colour on display, much of it in bold, rich tones that are all about the character and the playful wackiness. Spring summer 2017 could be the time to revisit the Summer of Love. But this psychedelia has a sort of contemporary edge, with bold shapes, geometric designs and a strong line in global multiculturalism that reflects our more connected modern age. The way to wear this multi-coloured extravaganza is definitely to give it some gusto, but also a bit of an edge. Think whimsy but with a slightly harder urban slant.

The key to looking up to date and not like you have been lost and wandering on the hippie trail since the 60s is to choose pieces with a more modern shape when going for rainbow coloured clothes. Mismatched patterns and quirky combos will edge this look into another spring summer 2017 look – the chic geek. The idea is that pretty much anything goes and you should let your freak flag fly, showing your own unusual and unique personality through the way you dress.

This colour extravaganza borrows not only from the pschedelia of the 1960s but also from the colourful aesthetic of Tibet, its woven fabrics, strong patterns and bright colours, all with a slightly spiritual bent. There is also a large dose of inspiration taken from Cuba, a nation opening to the US for the first time in over fifty years and one with a strong culture and tropical aesthetic. Colour inspiration is also taken from the northern Californian coast, rich mid-tone blues and beachy hues mingle in with brighter tropical colours. No matter where you look, the spring summer 2017 trends are all about colour. Developing a really good colour sense and knowing which colours will suit you is the key to looking good and finding your own perfect look for the coming seasons.

Posted in Uncategorized | Comments Off on A Colour Forecast For Spring 2017

5 Book Recommendations to Have a Great 2017

As you run around doing your final Christmas shopping this week, have you remembered your favorite person? (You!)

I know you do a lot for others in your life – your family and extended family, your co-workers or employees, those people who serve you in your favorite restaurants, cleaners, mail delivery people, etc. – but what about yourself?

As we stare down New Year’s Eve and a whole new year of dreams and goals, why not give yourself a couple of books (or audiobooks) that can motivate and support you in achieving those dreams?

Here are my top five favorite motivational and inspiration books. If you haven’t read them, then you’re in for a treat…

#1. “The Advanced Formula for Total Success,” by Dr. Robert Anthony. This is a classic and one that I read every year. It is packed with the truth about what is holding you back from achieving your dreams, AND it tells you how to release the breaks. It is out of print, but luckily Amazon.com has many sellers still offering copies from a few bucks to over $40. Search for it today and get ready for a powerful, life changing book that you will enjoy for years to come.

#2. “Find and Use Your Inner Power,” by Emmet Fox. I read sections from this book almost every day. It is a book of essays, each only a page to a page and a half long. The essays are about the law of attraction from a spiritual perspective. Simply one of the best books out there to be reminded of the truth.

I recommend you start every day by reading a page or two.

#3. “The Secret,” by Rhonda Bryne. One of the most accessible books on the law of attraction. If you’re not familiar with this concept, then this is a great introductory book.

Bonus book: Another great introductory book on the law of attraction is: “As a Man Thinketh,” by James Allen. This book is probably available for free as an eBook. Great, quick read that will change the way you think.

#4. “The Success Principles,” by Jack Canfield. If you’re looking for a more complete, step by step, guide to setting and achieving goals, this book will get you there. Make sure you have a notebook handy as Jack will have you doing exercises as you plan the rest of your life.
#5. “The Complete Book of Phone Scripts,” eBook for sales people. How could I not put the bestselling book of phone scripts on this list of books to help you have a killer 2017?

If you are in sales, then this is a must have. Let’s face it: 80 – 90% of the objections and stalls you get are the same, day in and day out. You will be 100% more effective if you just take the time to script out the best practice ways of dealing with them. It’s called being prepared. Plus, this is the gift that keeps on giving with over $500 worth of extra bonuses!

So there you have it. 5 (actually 6) books that will help you set goals and achieve them. Give yourself something that will continue giving for the rest of your life.

Copyright (c) 2016 Mr. Inside Sales

Posted in Uncategorized | Comments Off on 5 Book Recommendations to Have a Great 2017

The Artistic Way of Programming

12 years back, when I started my formal classes in computer science, the first thing I learnt was “data” means “information”. A few days after that, we started conventional programming, where code and data were treated separately. For example, only data can be passed as the functional arguments. It was difficult for me to digest that “code, which is also information, is not treated as data”. I strongly felt that this will increase complexity of softwares in the long run.

A system does three things – read, transform (processing data), write. In other words – the mathematics (the transform part), and the effect of that in real life (the read/write part). The data transformation is indeed a mathematical concept, and with the help of read and write we make the mathematics (the transform part) useful to the real world. Bringing the “transform” part fully inside mathematical domain has its own benefit of using mathematics without fear (possible errors) for the analysis of the system, making the system more tractable mathematically. The catch is to treat both the elements of transformations, data and functions, equally.

Initially, code used to be bigger than the data, so sending data over the wire was feasible. But with time, data becoming huge, sending code to systems over the wire becomes the need, resting the data on the systems intact. With big data, the need of the hour is to treat the code as data, so that the code can be taken as argument to another meta function on a system having huge data which expects an algorithm for transformations.

Roughly speaking, codes are algorithms, algorithms are mathematical functions, functions are in turn actually look-up tables, i.e. data. Hence with this principle, all codes or functions are data.This is exactly the cornerstone of the functional paradigm. The functional programming is programming with functions, they treat functions and data likewise. Another principle I love, to control complexity, rules should not be complex itself.

Thumb rules rewritten for the functional paradigm:

Read-write and transformations(algorithms) should be separate.
Use immutable variables. Discourage use of reassignment statements.
Discourage side-effects (input/output or changing any variable in-place), every function should ONLY return its expected result.
Use referentially transparent functions (sometimes it is called pure functions) with no side effects, i.e. if x = y, f(x) and f(y) should be same forever.
Unit testing is a must for each function.
One of the main design patterns should be followed is to use expressions instead of instructions, i.e. it should be declarative in nature. Discourage use of loops like for/while – use recursive statements as shown above to calculate sum. Tell computers what needs to be done, not how to do it – it reduces error, especially edge cases.
With the need to control the complexity of the system and the advance design, the design pattern for the functional composition can be made to follow some basic algebraic structures, which in turn becomes more robust.

Posted in Uncategorized | Comments Off on The Artistic Way of Programming

Stay Healthy and Wealthy

When you make those New Year’s resolutions, you’re thinking about fresh starts and the year ahead. What you might not realize is that some resolutions also could save money. Here are some popular resolutions that could help get you and your finances in shape in 2017.

Quit smoking: You can save money by stopping a pack-a-day habit, which can cost between $1,825 and $3,650 per year, depending on the cost of cigarettes in your area. Nationally, a pack-a-day smoker is going to spend an average of $2,000 annually on cigarette costs.

Set up and stick to a realistic budget: If you want to resolve to stick to a budget in 2017, you must start with a realistic plan. People tend to make financial resolutions the same way they do a weight loss plan. If you start with lofty goals they will be unachievable within a month. List your priorities for spending rather than restricting your spending. Focus on necessary expenses then include a certain amount for retirement savings. Then with the remaining money you have each month, set aside a little for enjoyment. It’s critical you have rewards in your budget.

Exercise regularly: You’ll save money in several ways with regular exercise. On average, Americans are spending $7,800 annually on health care, according to the National Association of Health Underwriters. But exercise brings real savings. “If people are eating right and exercising three times a week for 20 minutes a day, they see prescription costs decrease by 70 percent and medical costs decrease by 30 percent,” says Ric Edelman of Edelman Financial Services. Stop spending money recklessly: One of the best ways to stop spending your money recklessly is to track where it is going each month. Check with your credit union and download their free mobile budgeting app that shows expenditures by category so you can monitor your spending. A great way to get your spending under control is quit trying to “keep up with the Joneses”. If you want to fix your bad spending habits in 2017 start hanging out with other spendthrifts because you will likely become one yourself.

Eat healthier: A healthy eating plan can be as — or more — economical than fast food. It’s a total myth that eating healthy is expensive. Buy smaller but leaner cuts of meat, eat protein-rich beans and buy produce in season when it’s freshest and least expensive. A smaller amount of a leaner cut can slice your food bill and your bad cholesterol.

Build an emergency fund: Nothing takes the stress out of financial situation like spare cash. If you are among the millions of Americans that don’t have enough money set aside to cover unexpected expenses or emergencies, then you should resolve to build one in 2017. Experts recommend putting enough money in a savings account to cover six months’ worth of expenses in case of unexpected emergencies like job loss, maternity leave or medical issues. You can always apply a small amount of your paycheck towards this account, so you make sure it is hidden from you.

Pay off high-interest debt: Paying down credit card debt is one of the most popular short-term goals in 2017. Try focusing on paying off your high-interest credit card debt before other debts because it is more expensive. And, it you are motivated by seeing those results first hand, start by paying off your card with the lowest balance first so you can feel that sense of accomplishment. Create your estate plan: An important 2017 resolution would be to tie up any financial loose ends for your loved ones so they aren’t left trying to pick up the pieces. Make sure you have a will or trust that designates who’s in control of your assets. You certainly don’t want the state court system to make that decision for you. Don’t forget to designate a guardian for your children, and someone who will make financial and healthcare decisions for you if you are unable to do so.

Develop common financial goals with your partner: Many times finances are the biggest source of conflict between couples. It’s important that couples sit down and create a financial plan. It doesn’t usually work to try and manage their finances separately.

Any of these resolutions can help improve your financial security in 2017. I suggest tackling one financial tip each month so you don’t get overwhelmed. Then as you get accustomed to the new approach to spending and saving, add another. By the time 2017 starts dwindling toward 2018, you will find you’ve made progress on achieving your financial goals.

Posted in Uncategorized | Comments Off on Stay Healthy and Wealthy