Category Archives: Strategy

An authentic way to stand out is to have a point of view

in Strategy

These pictures are from the border crossing between San Ysidro and Tijuana. This is Tijuana a few steps after you cross the border and this building is full of auto import agencies. There’s 18 of them and they all sell the same stuff, advertise the same way, operate the same way and talk the same way. The only recognizable difference between them is the name of their business, the font they use and the colors. Is that all there is?

I imagine anybody who comes through here must think the same thing: Which one do I…what?! To prove my point I sat at a table across the street for a couple of hours and went to work to see how many people ‘cared’ to come in. Afterwards I went in and acted as if I were looking to import my own car, I only visited 6 of them but that was enough: My conclusion is: how are these people in business?

 

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This is a textbook example of having no distinct point of view. When you have the same point of view as everybody else, everything you do and say is going to be like the guy next to you. Sure any of these businesses can try a handful of marketing tactics to get people to walk through their doors but any smart customer will look around and see that the only noticeable difference between the ‘offers’ is price. Hence these businesses are locked-in a lowest bidder businesses. Where’s the real value?

An authentic way to stand out is to have a point of view since most folks stand for nothing more than the same. So if the guy next to you has a ‘boring point of view’ that’s you cue!

Don’t waste people’s time. Help them do more

in competition, Creativity, entrepreneurship, Strategy

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The gap between what is right now and where others are become very obvious when you go from one extreme to another. This past week I spent a little time with a friend I’ve known since kindergarten as he just opened a restaurant in Mexico and I went over to see how he was doing. This is his second restaurant venture for him, his first one closed after a year and a half.

While I was there he was telling me how he’d just bought a new restaurant management software homemade in Mexico. The incentive for him was that the top Mexican restaurant chains, such as Sanborn’s, also claimed to use the same software to manage their operation so in his eyes it was good decision to buy. Nonetheless he asked me if I could give it a test drive to see if it was worth the buy…

Before I dig in I just want to say that with any kind of business if you have pitiful customer support you are in a whole lot of trouble no matter how great your product or service is. With that in mind, here we go…

What you see in the picture above is restaurant management software made by Nationalsoft. The software is still delivered in a package, the serial number is taped on the inside (post it note inside the CD) which registers a single computer. The software is less than 15 MB and takes less than a minute to install. Feels like you’re back at the end of the 90’s huh? Wait it gets better!

If a user loses their password (which did happen) they have to call support who then has them create a .dat file which they then have to send back to support by email so they can ‘do something to it’ to unblock it. After support does something to the file, they’ll send it back to the customer so he may add it to a folder and overwrite the previous one. Are you kidding me!? What happened to the ‘forgot password’ link that is not a default setting in any kind software?

If these people were doing business in the US they would be out of business. But wait, it gets even better…you have to pay them to get the software unblocked.

A modern software company not only provides support by phone but also provides customers with online resources such as FAQ, forums or wiki with answers to common problems. Seems Nationalsoft forgot to add this to their checklist because they’re nowhere to be found. Ironically they do have a Twitter account and a Facebook Fan page! None of which are used as customer support touch points. Promote first, serve later right?

There’s more but I think I’ve provided you with enough information to see how frustrated I was when I was seeing this happen before my eyes. The way this software company is designed to operate is to deliberately waste their customers time, not to help them get going as fast as possible.

 

Signs that you’re behind the curve

Businesses in Mexico still operate by the logic of ‘forcing customers to do what I want them to do’ not ‘I make it easier for my customers to do what they want to do’. The result of operating by this logic is that people who may be interested in your product or service have been programmed to expect ‘below average service’, they expect to be treated like crap. They put more obstacles in place for the customer, never taking into account that the customer is a human and therefore ignoring the fact that humans do make mistakes. In a world where software is as ubiquitous as water, the days of bloated software are over. Today every piece of software (including websites) are designed for humans, not robots. As an example see Facebook’s platform, which now 500 million people use, it epitomizes software designed for making social interaction as simple as possible.

Point: Design your operation so that every interaction your customer has with you helps him do more by making it simple. You’ll not only have happy customers but also angry competitors. Here’s how to do it:

 

Create barriers to entry not barriers to use

Barriers to entry is what you do to make it difficult for competitors to compete with you (like doing everything in your power to make your customers happy). Barriers to use (such as having weak customer support, no online Q&A, making customers pay because they lost their password) is what you do to impede customers from getting on with it and start using your products, and if all goes well they’ll be very happy and tell their friends about it.

Anticipate human stupidity

Humans make mistakes, in the online world it becomes even more obvious because everything they do online has to be done through a digital interface. As software has evolved from being used exclusively used on the desktop to be used on the web, it’s become important to focus on designing your software to anticipate the fact that humans need things to be spelled out for them just like children, therefore making it easier for them to do what they want to do. For example humans will also forget things, including passwords, so make sure you cover the basics.

Learn how Zappos treats it’s customers

No seriously I’m being honest. If you want to make competitors really angry and therefore put them in a disadvantage, focus your efforts on making your customers really happy by actually giving a damn about them.  That’s Zappos secret weapon Smile

 

What do you think, is making customers happy an unconventional strategy?

Make your own game

in competition, Innovation, Strategy

Here’s my latest post on @Oninnovation:  

Enjoy!

The essence of strategy is choosing to perform activities differently than rivals do; and the most vital competitive weapon is not lower price, but new ideas.

Across the border in Mexico, we  have a taco shop in every corner. They all sell the same thing and their business name usually starts with the name of someone plus “tacos.”  It’s safe to say that their businesses all operate very much the same way; the only difference between them is where they get the meat and ingredients.

We live in a world of sameness, and the only way out of it is to innovate.

There are brave souls who choose to question the dominant logic of competition; who chose to do something entirely different. There is one taco shop in Tijuana which doesn’t follow conventional logic; it doesn’t sell tacos, but rather, art.

Tacos Salceados created what is known as the “Quesataco,” which starts with flakes of cheese spread across the flat iron stove. Your choice of cuts are then lined down the middle and then ultimately encased in the crisp golden cheese. The stuffed crisp cheese roll is then placed in a fresh thick tortilla, and topped with house dressings and avocado. The Quesataco later spawned other creations, such as shrimp tacos covered in a sweet tasting sauce.

It is this fresh perspective which makes it stand out among the rest of the taco shops.

The thing people forget when they compete, is that you must stand out in some manner. Too many people copy their competition too much. They assume if it is working for the competitor, then it will work for them. Passion for what you are doing, consistency, and a sprinkle of uniqueness is just the start. Sticking with it and always looking for that unique tweak is key.

Here are 4 ways to help you think about defeating sameness:

Purpose matters

Conventional logic says that businesses exist to make money. Why not exist to deliver meaning? The difference between you and competitors is nothing more than how you answer the ‘why’ of your intentions: Why are you doing this? Online retailer Zappos knows why they are in business; not to sell a lot of shoes, but rather to deliver the best customer service in a meaningful way.

Reset expectations

Your customers have interacted with your competitors, as well as with other businesses, and have an idea of what to expect. These same expectations will be put into play when they interact with you, and if you deliver the “same,” then you’ll be easily ignored. You must reset those expectations by going above and beyond the normal, delivering equal or more value in a faster, more convenient, easier and meaningful way.

Define yourself by what you know not what you do

Over the time your business has existed you have accumulated a portfolio of abilities and strengths. Think about these bundle of skills that you have accumulated over time, things that you are good at and that when combined provide new value to your customers. Stop looking at your company as a provider of specific products or services for specific markets, and start seeing it as a reservoir of skills and assets that can be exploited in different ways or different contexts to create new value.

Be something your competitors are not

In order to compete businesses follow the logic that they have to target the middle of the market, the mainstream consumers. This also means they configure their business just like competitors who are already ahead of them. The problem is that everyone else is going after the same market and with so many choices, so many brands, so much noise it isn’t enough to be good at everything. You have to be the most at something. What are you the most at? Are you the fastest? The most responsive? The most innovative? The most transparent? Look up field or downfield, go to the edges, to the extremes where you can be the most at something.

Key Takeaway: Compete differently and play the game you know you can win.

What do you think?

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Delivering happiness: Not business as usual

in Creativity, Innovation, Strategy

A few days ago I wrote about how . They’ve designed their business model around the concept of ‘happiness’ and have made it clear that the customer IS their business. The idea is driven that by making their employees happy it further drives customer happiness. It’s common sense but we, as consumers, can’t really say that other businesses look after our well being.

But what about pre-Zappos, is there another business that does business to deliver happiness?

Enter hotelier Chip Conley. In the video above he talks about how he designed his business model based on happiness. He talks about how he was inspired, to question the truth that businesses were made to profit, by a vietnamese woman named Vivian whom he met after he bought the motel where she worked as a maid. After noticing that Vivian did her work with joy, he began to question: How can someone find joy in brushing toilets for a living?

Because of her attitude towards service. She felt her job was to make not only guests happy but also her fellow employees. Sound familiar?

Like I mentioned on my previous post:

The universal truth is that no brand really cares about YOU, they care about your buying power. With such a dominant assumption (rule) why is it that businesses don’t choose to break it?

Well as you can see from the above talk, Zappos isn’t a one time phenomenon and business can be driven by ‘happiness’. What’s needed is a change in mindset, that profit is result of two forces:

Happy employees + Happy customers = profitable business

Let me know what you think.

For brands who care about you, actions speak louder than words

in Strategy

“For things to change, somebody somewhere has to start acting differently.” – From the book Switch: How to change things when change is hard.

I was watching the above video from Trendwatching’s from earlier this year and it got me thinking about which brands I love and which I think care about me. Personally I can’t say that any brand really cares about me but I can tell you which one’s I love and they probably don’t even know I do: Amazon, Apple, Jordan, Nike, Evernote, Firefox, Porsche, Heineken, Jack Daniels, Antivir, Dropbox among others.

The universal truth is that no brand really cares about YOU, they care about your buying power. With such a dominant assumption (rule) why is it that businesses don’t choose to break it?

It’s hard? It can’t be done?

The Customer IS their business

There’s a crazy (in a good way!) company called Zappos that is Delivering Happiness 24/7 for 365 days a year to it’s customers and is proving that the rule can be broken. Zappos has proven that making people happy as a was of doing business is a competitive advantage by essentially deciding to act differently than every other business by .

They’ve made it clear that the customer IS their business. It’s such a powerful idea that Zappos decided to turn it into an online management consulting business to spread their gospel further (everyone will be better off). To deliver happiness requires a shift in mindset, to question the dominant assumption that business is all about profit. It requires that you do a little ‘shaking up’ and decide to act differently, to go above and beyond the normal.  They broke the pattern!

So what’s to learn about the great Zappos?

A way of showing that you care is by acting human with customers by being aware of what’s happening in their world. For example earlier this year because they would much rather have customers come back and eat than have ‘give more money away’. I later found out that this business was aware of Zappos and was implementing some out of ordinary tactics which I clearly can tell because almost everyone I’ve taken there to eat have made some remark about their attention to the customer.

Another way is by creating permanent mechanisms that reinforce the human aspect such as Zappos customer service oriented culture and their ability to go beyond the normal such as sending flowers to customers, thank you notes, etc to customers. It also must be mentioned that these mechanisms were not planned beforehand, they were just a natural evolution of the powerful ‘awe the customer’ culture they have (listen to ).

On the flipside Zappos is also a Happy place to work at, which only reinforces how they treat their customers. So here then is the new formula: Happy employees + Happy customers = profitable business

Which brands do you love and also care about you?

A young mind is a healthy mind

in Creativity, Strategy

I wrote an article for On Innovation a few weeks ago and it was published yesterday: Finding your crayons: Innovation inspiration from the young. Initially I wanted the the article to be titled ‘A young mind is a healthy mind’ but I guess that didn’t say much, but here then is what I mean in a nutshell:

Mental health must be a priority

Not a lot of people take that in mind, and carry serious mental issues all throughout life. Most of these can be resolved, in time, as long as they are attended to. The Online Dispensary Delivering to New Brunswick has access to many medications that can help even with serious issues that could be considered debilitating, not to mention stress and the multitude of ways in which it can affect a person.

You get to enjoy a sense of calmness and more focus. CBD affects learning positively and it also motivates learning. It is also helpful in reversing the symptoms of the Alzheimer disease. You can get a heart that is healthier by the use of the CBD. CBD has a lot of benefits that it brings to the heart, these include the capability of lowering high levels of blood pressure. You also get relief from the stresses that are part of your daily life. CBD has been known to provide therapeutic cures for symptoms like stress and anxiety (check out Candyland vape cart for anxiety relief), thus helping in the reduction of psychological levels of anxious behavior. It also helps in reducing the feeling of depression and anxiety, the dart makes the best weed pipe. You can also navigate to this website to listen to what health experts opinion is on this topic.

How does CBD get to work? The body of humans contains a large network of constituent receptors, the system of endocannabinoids, which is critical to maintaining the overall wellness, along with helping the support systems for many of the physical processes in our body. Cannabinoids and CBD products like this 5mg gummy fit inside these receptors that help the human body with its efforts in maintaining good health.

CBD is the acronym for cannabidiol. It has been used by people for a long time and helps to get rid of the symptoms of many common ailments. Recently it was found that a number of common problems such as lack of cognitive abilities, mental disorders, anxiety, and both internal and external pain can be relieved by the use of CBD oil in any form. CBD is extracted from the marijuana plant but it is not psychoactive in nature due to the absence of tetrahydrocannabinol (THC). Many consumers prefer to buy CBD online which you can order from trusted suppliers like Hinton cannabis over normal medications due to its effectiveness.

CBD is an amazing source of medication that can be used instead of normal medication. However, you must check with your doctor before using it because you might be allergic to the product. CBD is a great product, but you must be very careful while using it. Also, CBD is effective only if applied at the initial or intermediate stages. It is best to consult a medical professional in case of a serious case of any disease. You can visit observer to get more information.

In Australia, many children and young people under the age of 20 have a computed tomography (CT) scan each year. CT is a valuable diagnostic tool, providing doctors, dental practitioners and other health professionals with non-invasive, fast and accurate information to help diagnose serious injury and illness with tools like this hcv antibody test so they can inform treatment.

CT scans are of benefit in a wide range of clinical situations – they provide a diagnosis in an emergency situation where immediate imaging is required, or when high quality bone detail is necessary to assess complex fractures or planning for surgery. However, these benefits also come with increased exposure to ionizing radiation. To learn how you can get protected, see here this post about radiation protection equipment.

To be strategic is to be unconventional

The unconventional is the province of the young who are not comfortable with conventions and take great pleasure in flouting them. The danger is that as we age, we need more comfort and predictability and lose our taste for the unorthodox. This is how one of the finest strategist in the history of our world, Napoleon, declined as a strategist: he came to rely more on the size of his army and on its superiority in weapons than on novel strategies and fluid maneuvers. He lost his taste for the spirit of strategy and succumbed to the growing weight of his accumulating years. Check out the latest male enhancement pills reviews.

You must fight the psychological aging process even more than the physical one. You can find supplements at https://www.buoyhealth.com/blog/health/best-nmn-supplement that will help keep you young. Make a point of breaking the habits you have developed, of acting in a way that is contrary to how you have operated in the past; practice a kind of unconventional warfare on your own mind.

Keep the wheels in your mind churning against the soil of precedent so that it doesn’t settle on the conventional.