On-demand car request service firm Uber has revolutionised travel and given taxi companies a run for their money since it was introduced into New Zealand in 2014. Uber has had huge success all around the world by identifying a gap in the marketplace and filling that space.
Their success provides lessons for us here at BNI:
There are a number of factors driving Uber’s growing popularity:
- The service is more convenient than traditional cab companies. If some members can position themselves in terms of convenience, this can be a huge selling point. Think, for example, of a competitive industry like printing. Having someone that can provide great service and convenience to customers in their role often gives a business the edge over their competition.
- It offers an alternative for consumers who have become disenchanted with traditional corporate service models offered by other transportation companies. A key way to get business is to look at the major or long-term players in your industry and then position yourself as providing an alternative to these operators. New customers will be attracted to your point of difference.
- Uber offers a higher level of customer service than traditional cab companies by employing drivers with pleasant personalities. Obviously for all members, offering a high level of customer service is key to attracting new customers and maintaining your current client base. Make exceptional customer service your focus.
- The service allows customers to rate their drivers, which makes it easier for the company to hold drivers accountable and improve quality control. Feedback and ratings are increasingly important to businesses operating today. In BNI we have an opportunity to give feedback which then allows us to do quality control and actually improve our services. Look at what opportunities for feedback you are providing to your customers. Use these to improve your operation.
Collaboration and Change
Uber’s success is all about changing technology. Have a look at your industry in terms of technology. What changes are happening in your industry and where can you find opportunities for growth? This is the fastest-changing communications and technology landscape we’ve ever been in. Twenty years ago, businesses probably didn’t have an email address, and now it’s hard to imagine life (or any business) without email.
Even if you’re not directly involved in the communications or technology industries, there’s no doubt that technology has likely played a huge role in changes within your industry. Collaboration is a huge change that we see across industries – look at how you can reach out to other BNI members to collaborate and grow your business. Use the lessons from Uber to rethink how you are doing things and how you can do things differently to grow your business.
