Uber and Netflix are quickly making enemies in Kenya all who are coming in the name of law, regulation and the famous lets support local.
Only last week did Jackson Kosgei, the chair of Kenya’s Film Classification Board threaten to block Netflix in Kenya for inappropriate content. Barely had the dust settled than drivers using the Uber app were warned by their counterparts in other Nairobi taxi companies to watch out. Whilst the argument is that Uber’s pricing model is driving them out of businesses and there are car loans to be paid, it is interesting to note that they are not launching a complaint with the courts but warning of “an impending attack” (Source: Business Daily 25/01/2016)
This evidently shows that it has very little to do with the law or regulations governing this industry but it is a simple case of fear! Fear of being thrown out of business and out into the streets, fear of losing customers and this fear is kept well fueled because like the Biblical Job what they were afraid of has come to pass.
Uber and Netflix are a great example of disruptive innovations. But the main question is why companies such as Uber and Netflix are changing the way business is done in their industries. Why are they being disruptive? And the answer is very simple: customer service. And customers are shouting about it in social media streets.
Brian Mungei, Manager – Digital Communication and Social Media Strategy at Safaricom tweets that
Oliver Cheruiyot , SEM/SEO specialist says “Consumers will make their choices and those who stand in the way of innovation will be obsolete.”
And every business owner out there needs to pay keen attention lest they get thrown out on the street. There is a paradigm shift in doing businesses and its here to stay!
Long gone are the days when companies competed to show off how great their product is. Pricing, promise, promotion and place only have a position in old marketing textbooks. Goodbye product development and welcome customer experience.
In this digital age, consumers have the power to choose what they want, when they want it and to change their minds in the process. It’s about convenience and what works for them. So if your product is not where your customers are, if you are not listening to what they are saying about you, then goodbye to you too.
So is your business solving a real problem? Are you closer to your customer more than you are to your product? Your customers’ expectations and needs are changing fast and you need to change with them.
Do you know what are your customers saying? Find out on www.yululate.com