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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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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Private Jet Detailing And Aircraft Cleaning Entrepreneurs Have Good News

The general aviation sector has been in the doldrums for quite a while. Some blame this on increased FAA (Federal Aviation Administration) regulations, much of which occurred after 9-11 to protect airports from potential terrorists, unfortunately these increased security requirements and increased regulations have stifled the general aviation (GA) sector. The economic crashes of 2000 and 2008 didn’t help, although in 2003 the economy was flying high thanks to Bush Tax Cuts and stimulus, then it hit a wall again and didn’t really do well until the run-up just before the 2008 crash.

The GA sector has only slightly recovered since then but not back to its 2003 highs. When Obama got elected he railed against Corporate Jets and Corporate Fat Cats which hurt jet sales and new aircraft sales. Remember when congress went after the Auto Makers for flying their corporate jets to Washington DC to beg for bailouts? Public sentiment against GA was at an all-time low. All of this had hurt aircraft cleaners and jet detailers – it made it tough to make money, but it looks like things are changing and the number of GA Aircraft is increasing. This new Trump Administration is pro-Aviation unlike the Obama Administration. Cutting corporate taxes will also help GA and jet sales. It looks like clear skies ahead for those in the General Aviation services business.

There was a great article in AIN – Aircraft International News – December Edition titled; “UBS Bizjet Index Sees Post-election Surge,” by Chad Trautvetter posted on December 12, 2016 which noted the following facts; The new Trump Administration in the U.S. is widely seen as a positive, with 61 percent of those surveyed expecting the outcome of the U.S. presidential election to ultimately be positive for the business jet market, while 11 percent don’t see a positive impact and 28 percent are uncertain. In fact the article went on to note that there was an increase of between 44-49% increased orders for private jets over last year. Many of those aircraft will be delivered by 2018, and the backlog will increase used aircraft sales and current new inventory. More aircraft certainly means more aircraft to clean and more new aircraft means more corporate detailing customers as well. Meanwhile, along with the fractional jet market, we see jet air-taxi services on the increase as well as Uber style aircraft ride-sharing plans smaller companies can buy into. All of this means the GA sector is ready to take off again and that’s good for business.

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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.

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Six Tech Trends to Know Heading Into the New Year

As we look back at 2016 and gear up for a new year, it’s smart to brush up on new trends in the legal industry. By new trends, I mean new technology, because the terms have become almost synonymous.

Technology has impacted our profession dramatically in recent years, and it continues to do so at an accelerating pace. If you’re not on the technology bandwagon, you and your firm will have a hard time staying afloat.

This fact isn’t a revelation. We’ve known for decades that success in most industries comes down to adopting new technology. But doing so in the legal profession comes with its set of challenges.

First, regulations make change difficult. Second, sometimes it’s hard to know which new products and approaches in the legal industry have value, and which are just hype.

Those challenges aside, firms that don’t embrace technology will have trouble attracting the best new legal talent. The revenue at law firms clinging to old school ways will drop off as a new generation of clients takes their business to new-school, tech-savvy companies.

What does it take to join the ranks of the new-school? There are six major trends to be aware of going into 2017.

Social networks

Social networking is the cornerstone of legal industry marketing. This fact shouldn’t be a surprise. Rainmaking has always been about networking, relationship building and word of mouth. It still is; these techniques in their offline form still build practices. But if you’re not working the online component, too, you’re at a catastrophic disadvantage. Social media has become a factor in how clients choose attorneys, according to a survey taken this year by FindLaw. In 2017, take steps to ramp up your social presence on your website and blog, on LinkedIn, Facebook and Twitter. Doing so will maximize your online presence and help you grow relationships over time.

Your clients, prospects, and leads are online and checking social media regularly. Being part of the social media landscape isn’t hard, but there are right and wrong ways to go about it. Invest in expert help this year. Set a goal to get your social marketing plan up and running in 2017.

Virtual Law Firms

These are firms that can operate anywhere: A lawyer’s home, a satellite office, even from inside a Starbucks. Many lawyers have closed their downtown offices and work remotely. Technology lets them do this without hurting service or quality. Remote work can reduce overhead and travel time while increasing flexibility and improving work/life balance. Plus, you have the option to rent offices or meeting rooms as needed.

The leap to virtual doesn’t have to happen overnight. Experiment by working remotely one day a week and see how it impacts your productivity and revenue. It may very well provide the edge your firm needs to succeed in 2017.

E-discovery

Electronically stored information (ESI) is now considered discoverable in court. ESI includes e-mails, texts, instant messages, voicemails and other electronically stored information. What you need to know: This technological reality has changed the face of litigation. Lawyers can (and should) use digital services to access all types of records. And we need to remind our clients that their deleted texts and e-mails are retrievable.

Legal process outsourcing

Outsourcing legal work to a vendor, law firm or overseas resource has become an increasingly favorable trend for law firms. Streamlined by new technology, LPO continues to cut expenses and reduce workload overflow. It can be a huge factor in scaling your business and managing workflow. LPO technology firms that market to the legal industry are on the rise. They’ll be coming after you in 2017 to present their case. When they do, listen.

Reviews and testimonials

Adding positive reviews to Google+, Yelp and Avvo is critical to growing your business and managing your reputation. 72 percent of consumers said they trusted companies more when they have positive customer reviews, according to a BrightLocal survey in 2014. The number of people reading online reviews is increasing, so take steps to post reviews in 2017. If you can’t get customers to go on record, that’s OK. According to the data, consumer trust increases even when the reviews are anonymous.

Cloud-based online document repositories provide secure, on-demand access to records for you, your clients, and your team members. You can store, organize, view, and change files.

More customers want instant gratification and access to their documents and records. It’s relatively easy to set up, makes for a better consumer experience, and can save you time from fielding emails and sending attachments. Make sure your clients have this access in 2017!

So there you have it. Six new trends that aren’t entirely new, per se, but are increasingly important as our industry ventures forth into the brave new world of 2017.

Lawyers like to err on the side of caution. Many of us are slow to embrace new technology or rock the boat. Historically, we get hung up asking ourselves whether we can afford to take such risks.

But what we need to be asking is: Can we afford not to?

At the end of 2016, the answer is a resounding no.

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