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 Can I Set Up An Online Business?

If you’ve been considering setting up an online business you’ve most likely been motivated by sheer volume of buying and selling that is now taking place on the internet.

More and more people are buying products and services online. And if you set up your own online business you can claim your cut of this expanding marketplace. Here are the 5 steps to follow to set up an online business.

1. Pick Your Market

If you’re going to set up an online business your first task is to determine what type of business it’s going to be. Are you going to sell products or services? You can sell your own products or you can sell products produced by other businesses who will pay you commissions on your sales. Or you may choose to set up a membership website or offer teaching and coaching services online.

Getting a website online isn’t as complicated as you may think. Initially you’ll need to purchase a name for your website (known as a domain name). Next you need to ‘rent’ some space on the internet (known as website hosting). Lastly you’ll need a software package that will make it possible for you to put written text, images, videos etc onto your website. There are many website building programs available that make this whole procedure very easy.

3. Get Visitors To Your Website

When you website is online you have to get potential customers to visit it. There are two main ways to do this. You can use free website traffic techniques or paid website traffic techniques. Both have their pros and cons and the most effective traffic tactic to use a mixture of both.

4. Develop A Customer List

It’s doubtful that your website visitors will want to buy anything from you on their first visit to your website. They may visit your website and never return. But obtain a visitor’s email address with a special email capture form, you can remain contact with them via email. Your emails can keep them informed about your business and encourage them to return to your website. If you offer something of value for free in return for someone’s email address they are more likely to give you their email address. This can be something as straightforward as a free report or eBook that is relevant to your industry.

5. Provide Value

The content material on your website and in your emails, articles or blog posts has to be more than continuously trying to sell. When you provide high quality, useful information to your target audience will come to know, like and trust you. Your prospective customers will then be more willing to buy from you and continue to be as loyal customers for many years.

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Five Former All-Stars Who Need To Have Comeback Years in 2017

St. Louis did to Chicago what the Cubs did to the Cardinals during last year’s off season, signing a valuable part of their outfield to a free agent contract. In 2015 Jason Heyward went from the Cardinals to the Cubs, where he received a World Series ring.

This year, the Cardinals returned the favor, signing Dexter Fowler to a free agent deal. Fowler served as a spark at the lead off spot for the Cubs, as well as providing near Gold Glove defense in center field.

St. Louis hopes the overall season turns out as well as 2016 did for Heyward and the Cubs, who won their first Fall Classic in over one hundred years. In order for that to happen, the Cardinals will have to get better individual results from Fowler than the Cubs did from Heyward. Although he remained a top notch defensive right fielder, Heyward’s offensive numbers were disappointing. He struggled so much that manager Joe Madden did not even start him in several World Series games against the Indians.

The Cubs are hoping Heyward has a comeback season in 2017, as are a dozen or so other players. Several of them were mentioned in an article by David Schoenfield at ESPN.com on December 6,2016, a list including Arizona pitcher Zack Greinke, Boston infielder Pablo Sandoval, and Washington first baseman Ryan Zimmerman.

Omitted from that list are five other players who are hoping to bounce back after a down year, or in some cases, back to back down years. Here are five other prominent players who need to have comeback years in 2017.

Joe Mauer of the Minnesota Twins

The former American League Most Valuable Player has had two sub par years in a row, even though he still leads the Twins in quality at bats. Mauer’s batting averages in 2015 and 2016 were both more than thirty under his career .319 mark.

Bryce Harper of the Washington Nationals

After earning the National League M.V. P. honors the season before, Harper hit just .243 and his 24 home runs were barely half of the total he hit in 2015. The outfielder is also hoping to improve his numbers considerably, since he is eligible for free agency after the season.

Andrew McCutcheon of the Pittsburgh Pirates

Trade talk regarding the former N.L. M.V.P. has been frequent throughout the winter, so his comeback may have to occur while he is wearing the uniform of a club other than the Pirates. Ben Revere of the Washington Nationals

After hitting.317 with the Toronto Blue Jays in 2015, Revere’s average plummeted to .214 when he went to Washington. He really needs a comeback year for, like his teammate Harper, he will become a free agent at the end of the season.

Alex Gordon of the Kansas City Royals

His home run totals went up four from 2015, but his batting average dropped fifty one points to .221. Kansas City, which missed out on the playoffs after winning two straight pennants, needs Gordon to bounce back if they want to return to the postseason.

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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

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Cleveland Has A Better Chance Than Chicago To Return To The World Series

The youth of the Cubs, epitomized by the selection of Kris Bryant as the National League Most Valuable Player, has many people discussing a return to the World Series next year and beyond for the team from Chicago’s North Side. In actuality, it seems that their opponents in this past Fall Classic are more likely than the Cubs to reach it again in 2017.

Several key members of the Cubs are facing free agency, most notably closer Aroldis Chapman and leadoff hitter Dexter Fowler. Postseason pitching hero Jon Lester will return, but veteran battery mate David Ross has retired. The loss of his personal long time catcher, who was brought over from Boston to Chicago primarily at Lester’s request, may cause the left hander to be less effective in 2017.

Cleveland, on the other hand, will be adding a star player to a lineup that managed to somehow win the pennant without him. Outfielder Michael Brantley, the team’s M.V.P. in 2015, will return after missing nearly all of last season due to injury. They will also get back catcher Yan Gomes, who missed much of the season as well. The path to the playoffs promises to be easier for Cleveland next season. Two of the perennial powers that rival the Indians in the American League Central division, Detroit and Chicago, are going to be considerably weaker as they enter rebuilding mode. The Tigers are looking to trade veterans such as Julio Iglesias and Ian Kinsler in hopes of getting top prospects, and the White Sox are marketing ace left hander Chris Sale and center fielder Adam Eaton.

Also weaker are the teams the Indians breezed through in the playoffs, which saw Cleveland win seven of the eight games in the two rounds. Boston, who was swept in three games by Cleveland, will very likely miss the presence of “Big Papi” David Ortiz. The perennial All-star and likely Hall of Fame designated hitter retired after the season.

Toronto, who was dispatched by Cleveland in five games in the Championship Series, will be losing at least one of its key sluggers Edwin Encarnacion and Jose Bautista. Both All-Stars are free agents this winter, and each will command contracts so large that it would be impossible for the Blue Jays to sign the duo.

On the other hand, the Cubs’ most probable playoff opponents are likely going to be stronger. Washington, which finished behind Chicago for most victories last season, is seeking to acquire Sale from the White Sox. That acquisition would strengthen an already formidable starting rotation, anchored by Cy Young Award winner Max Scherzer. The Nationals are also on target to sign Fowler away from Chicago. The Dodgers, who came just two games from wresting the pennant from the Cubs, are actively pursuing several power hitters that could push them over Chicago in the playoffs. Milwaukee outfielder and former National League M.V.P Ryan Braun continues to be linked in possible trades with Los Angeles.

While there is no doubt that the Cubs will be the favorites to win the pennant again in 2017, Cleveland might be an even better bet to repeat. After all, they won it last year without two of its best players, both of whom should be healthy in the spring.

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