Can You Uber Your Industry?

To be honest I am an Uber advocate.? Given I spend a lot of time traveling around the country (and multiple countries) I often need to grab a taxi—or get a lift from one location to the next.? In the past a taxi was the only option. Then I discovered Uber.? Wow a completely different experience.? Rather than getting into a dirty old cab that has squeaking brakes and a grumpy driver, the Uber experience has been great.?

When I was in the US a few weeks ago I missed a train on Long Island and wanted to get to another train station.? To be honest I was a bit nervous wondering will my Uber App work fine in another country.? Of course, it did.? I easily used my smartphone to request a ride to my destination before they arrive I know the cost and can see how far away they are from my location.? When the Uber drive arrived she was friendly and helped to easily get me to the next train station.

I also rated the driver out of 5 stars.? If their star rating drops below a certain level, Uber blocks them from the platform—what a great way to ensure a positive customer experience.? Uber is often 25-35% cheaper than a traditional taxi—and Uber is currently valued at over US$84billion!

I started thinking about what Uber has done to allow them to create this.? There are 2 main things that they do.? First they make the Customer Experience Seamless.? This means that from the time you request an Uber to the time you step out of one everything is taken care of for you.? No need to call, no need to get a credit card out to pay and no need to get a small faded paper receipt.? Everything is linked into your account and the payment transaction occurs automatically.? This is a Seamless experience—something that customers want because it makes things more convenient for them.

The second thing that Uber does is leverage technology.? In fact if you look at them, they are a technology company.? Uber has created a technology platform that provides millions of people with a solution to get from point A to point B.? In addition they are allowing individual small business people to run their own business by linking into this technology platform.?

1.??? Make Your Customer Process Seamless.? Identify how you can make what the customer experiences seamless and easy.? Look at how your business currently feels from a customer perspective and identify ways to make it easier and more convenient.? This can be something as simple as providing a few additional goodies or small things that enhance their experience or revamping the entire customer journey.

2.??? Leverage Technology.? Identify the technology that you could be using to allow you to provide more to your customers and your people.? Gone are the days of waiting for the next round of computer hardware that was supposed to last for 7-10 years.? With all the software coding and phone apps available there are numerous ways to use technology to get this competitive advantage.? Use your digital devices to make and send mini videos to customers that add value, integrate your business so it can be accessed on a mobile device that is quick and convenient for customers to use.?

?

So what are you doing to be the Uber in your Industry?? What can you do to make your customer’s experience Seamless and leverage technology to allow you to do what you can easier, faster and more conveniently??

If you would like to have a conversation or talk about my Leadership Programs to help leaders and teams make this happen Just click on this link and you can schedule a quick conversation where I can share a few ideas.

Stay True to Your Path!

Scott