The Disruption Complex

Those who disrupt their industries change consumer behavior,alter economics and transform lives-Heather Simmons. Disruption seems to be the new hyped up word right after the word entrepreneurship. It is defined as disturbance or problems which interrupt an event,activity,or process. In this fast paced constantly evolving world,being disrupted can spell out the closing down of a business whereas being the disrupter can mean the exponential growth of the business. However,like everything else in business there has to be a catch. For one to keep up the disruption trajectory,innovation must be integral to the working in and for the business. For instance, Amazon has caused pain for a lot of companies with its disruptive business model. The company is known for shaking up entire industries with its malleable e-commerce platform, which has disrupted brick-and-mortar retail,groceries,and even the insurance industry. Amazon has created a curated assortment of both product and expectations,where you go in and you expect that the retailers that you love and have affinity with are going to have your product whenever and wherever you need it. With that said the company has interrupted the industry in five major ways; two-day shipping, inventory efficiencies-where the company offers a larger selection with more price points that sway people toward an online,rather than offline,purchase. A killer product search where Amazon has become the Google of products search, Data and rationalization-Amazon is a pioneer in predictive,personalized offerings and recommendations based on other purchasers,reviews,and personal preferences. Customer Experience-Customers know that if they receive a product that isn’t what they wanted or expected, Amazon will refund their money. That same approach is now a requirement for traditional retailers. The company's one-click checkout,which is setting the bar for the speed of the checkout experience and for providing in-depth product details.Why disruption in customer service you may ask? This is so,to ensure that a company maintains its competitive edge as it's still growing and developing while delivering to customers’ expectations. Ways to effectively disrupt in customer service include;Don't compare yourself to your competitors but to the best customer service companies,this will in turn ensure that you are ranked among the best and you play at their level.Respond quickly to any customer inquiry or comment,this then shows that you care and are paying attention and are eager to do business with them.Embrace technology for instance a good customer relationship management software, which will help you keep track of your customer.Be convenient-this means make doing business with you for the customer easy, for instance call your customers don't make them call you.Remember as Richard Branson stated, ‘If you aren’t making a difference in other people’s lives, you shouldn’t be in business– it’s that simple’