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Disrupting the idea that tech is the disrupter of modern business

(OPINION EDITORIAL) In a world of streaming, apps and have-it-now, it is easy to think of technology as a disrupter. But is that the issue or the symptom of a bigger issue?

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Customers matter

Amazon didn’t kill the retail industry, they did it to themselves with bad customer service. Netflix did not kill Blockbuster, they did it to themselves with ridiculous late fees. Uber did not kill the taxi business, they did it to themselves by limiting the number of taxis and with fare control. Apple did not kill the music industry, they did it to themselves by forcing people to buy full-length albums. AirBNB did not kill the hotel industry, they did it to themselves by limited availability and pricing options. Technology by itself is not the real disrupter.

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Being non-customer-centric is the biggest threat to any business. Not my words, they’re rad. That’s Davis Masten, making an elegant and effective argument for the disruption business model. Let’s get less concise.

User experience

Mr. Masten absolutely isn’t wrong. Every success story he lists got its customers based on a smooth, convenient user experience, and I’ll wager everybody reading this has a hilarious horror story about at least one of the failures.

He does undersell tech a bit. The music industry didn’t force people to buy full albums. You could buy all the singles you wanted. They were just a pain in the posterior to sort and store. Then, iTunes. If AirBNB is killing hotels it’s doing it darn slowly (which I guess might be worse?) and Netflix coexisted with Blockbuster until the former went streaming.

But that’s a quibble. Even in cases where the new model didn’t disrupt the old one until certain tech was in place, that tech was invariably in the service of a convenient, cost-effective user experience. That’s Mr. Masten’s point. Whoever wins at that, wins. Truth.

The question I really want to address: what then?

What then?

That’s a question the disruption business model has a bad habit of not answering. Well, I mean, there’s the Uber answer, the Uber answer being “behave contemptibly for years on end until your own shareholders kick you out despite you making them money.” Never give the Uber answer.

It is not a good answer.

For folks looking to be Travis Kalanick in 2013 without being Travis Kalanick in 2017, a level of responsibility is called for. As Mr. Masten points out, “disruption” usually means a smoother, simpler user experience beating the tar out of an older, clunkier one. That’s great!

It also comes with collateral damage.

Terms of employment

The ride-sharing model – and this is everybody, I’m not just picking on Uber – depends on drivers being legally self-employed. AirBNB depends on hosts not having to meet hotel regulations, and guests not expecting them. Put differently, if Uber and Lyft had to pay a living wage and offer benefits, or AirBNB hosts had to meet hotel cleanliness standards out of pocket, those services would keel over and die in a week.

That cash-in-hand approach absolutely makes things simpler for the company and the customer.

To be especially callous, it may also encourage a better user experience because workers are broke and terrified of losing their jobs, unlike, for instance, unionized cab drivers.

It’s also precarious in the extreme, and not just for employees. The Uber/Netflix model is a confluence of easy user experience and the technology that empowers it. That being the case, there will be a new “disruption” every time the tech gets measurably better. Conservatively, we’re ten years out from self-driving cars. Executives at Uber, Lyft, Amazon, Grubhub and every other “disrupter” that uses vehicles – so, all of them – would probably like that to be five years. Their drivers probably feel otherwise.

That’s the Uber error (I have now resumed picking on Uber).

They missed that “customer-centric” means more than “convenient.”

It also means “up to the customer’s standards of good business.” They couldn’t manage that even when it came to their own internal culture, and they paid for it with a public scandal, a non-negligible market segment who refuse to use their brand on principle, and “Uber, but for…” becoming a punchline.

Sustainability of disruption

The disruption model, which was synonymous with fast profits from streamlined processes, is rapidly becoming synonymous with fast failure, toxic corporate culture and horror stories of low pay and poor treatment of customers and employees alike. For those of us ancient enough to remember it recalls the change in public perception of the term “dot-com,” and seriously, short of literal Internet access, anything affiliating your business with the dot-com bubble is not your friend.

That’s still reversible, and Mr. Masten provides a superb starting point.

“Disruptive” companies generally do their disrupting by streamlining user interaction, and whether you’re writing an app or running a bank, user interaction is the most important thing.

Customer-centric

But user interaction isn’t limited to purchasing your service, and Econ 101 notwithstanding, customers buy based on more than who offers most for cheapest. In the frighteningly transparent 21st century, being customer-centric means addressing human values along with economic ones, guaranteeing that when you profit, so do your customers and employees. If your standards don’t stand up to the people who buy what you’re selling, you will not be selling it long.

That’s what “customer-centric” means. You can’t disrupt forever. Eventually, you have to build.

#Disrupters

Matt Salter is a writer and former fundraising and communications officer for nonprofit organizations, including Volunteers of America and PICO National Network. He’s excited to put his knowledge of fundraising, marketing, and all things digital to work for your reading enjoyment. When not writing about himself in the third person, Matt enjoys horror movies and tabletop gaming, and can usually be found somewhere in the DFW Metroplex with WiFi and a good all-day breakfast.

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Opinion Editorials

Mantras to help you cope with COVID-19 anxieties

(EDITORIAL) COVID-19 has cause a lot of wierd changes to everyday life, and with unexpected changes can come serious anxiety. Here’s a couple ways to deal with it.

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COVID-19 anxiety

COVID-19 is stressful. Yeah, okay, that’s stating (and probably understating) the obvious, but it’s worth talking about the anxiety that this new normal has brought with it. Whether you have anxiety disorder or you’re just generally anxious because of all the sudden changes that COVID-19 has brought with it, it’s worth talking about ways you can cope, beyond the usual advice of “exercise, eat healthy, get sleep.”

I mean, yes. Try to do that too. But we’ve got some mental techniques that might help. Mantras, if you will, that could be helpful when coping with the stress of this situation seems to be too tough.

“I made it through something before.”

It can be really easy to get swept up in the powerless feeling that comes along with something this big and out of our control. As an individual, you might not be able to turn the tides of the virus or the affects it’s having on daily life, but you do have control over yourself. And human beings are tough. Even if we don’t feel like it.

One way to remind yourself of this power is to remember a time you overcame another obstacle. Whether it’s something big, like unemployment or the death of a loved one, or a smaller challenge, like getting a bad grade or losing something you treasured, visualize not just the problem, but how you got through it. Remember the strength and patience you had in overcoming the challenge.

Then take another deep breath and let yourself feel comforted by the knowledge that you’ve done hard things before. You can do them again.

“I couldn’t have planned for this.”

If you’re like me, it can be easy to get stressed out about unplanned occurrences. I prefer to plan in advance for things – especially big changes – and as someone who moved to a brand new city right before this pandemic blew up, well, all my plans went out the window. Sure, you might not be trying to make it in an entirely new environment during this upheaval, but chances are, some of your plans have gotten waylaid as well.

Which is why it’s important to remind yourself that you couldn’t really have planned for this. Think about it, a year ago, would this ever have entered into your five year plan? Absolutely not! You planned for a pandemic-free future, which was perfectly reasonable. If your anxiety is stemming from the feeling that you “could have, should have” done something differently, take a deep breath and remind yourself it’s not your fault.

Then take another deep breath, and let yourself feel comforted by the knowledge that something of this scale changing your plans does not reflect your skill or value as an individual.

“This, too, will pass.”

It can be really hard to visualize this thing being over. I mean, have you heard the joke that March seemed to last a whole year? In all seriousness, though, with so much changing so quickly and no definite answer of when shut-downs will end, it can feel overwhelming, but as cliche as it might sound, this trouble will end too. So it’s worth taking a deep breath in the face of this uncertainty to remember that it will be over one day.

Then take another deep breath and let yourself feel comforted by the knowledge that while it’s challenging now, in the moment, it won’t always be this way.

Anxiety often leaves us trapped in our uncertainty and fear. If these phrases don’t work to ease your worry, it’s worth keeping an eye out for something that will. Because we can all benefit from taking a moment to take some deep breaths and remind ourselves that even though it’s a scary time right now, we’re going to make it through.

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Opinion Editorials

How Gen X is nailing the COVID-19 social distancing order

(EDITORIAL) Of course, someone found a way to bring up generational stereotyping during COVID-19 and claim who is best, but are they onto something?

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Demographics and categorizing people helps us to process groups. A huge part of demographics and how we market ourselves in a job search, for example, is sharing our level of experiences and skill sets related to our profession – thus alluding to our age. Millennials (b. 1981-1996) received a lot of generational shame for being elitist and growing up in a time where they all received participation trophies – therefore being judged for not always winning a fair competition.

Gen X (roughly b. 1961-1981) has often commented that they feel like the forgotten generation which so much attention being play to the Baby Boomers (b. 1946-1964) who seemed to be born in to a great time of prosperity for “The American Dream” and then the Millennials who overtook Gen X and some of their jobs while they weren’t enough Gen Xers to fill them.

In this article “It Took a Global Pandemic, But Generation X is Finally Getting Love”, it is discussed how great Gen X is at this social distancing thing and maybe this will be helpful to anyone who feels like they are losing their mind. This is by no means an intent to shame any generation nor claim no one else knows how to handle it but this article does a great job about why Gen X might be primed to be handling the global pandemic well with the times they were raised in.

Right now, it’s a waiting game for many people who’s professions and lives have changed in what seemed like overnight. The patience required. The uncertainty of it all. The global pandemic forced (without any forgiveness), a swift move to new ways of life. The busy-ness of our days came to a crashing halt when we were no longer allowed to be out and about in places with large groups and possibly sent home to work remotely.

Many non-essential businesses were forced to close which meant people could not only not work at the office, but also had to cease their extra-curricular activities like working out at the gym, shopping, eating brunch with friends or taking their kids to their sporting events, a playground and/or coordinating a play date or sleepover. The directive from our local and federal government was for “social distancing” before the shelter in place orders came.

Gen X may agree that there were some pretty great things about their childhood – the types of things you do with your time because you don’t have a smartphone or tablet addiction and the fact that there was no way for your work to get a hold of you 24/7. Gen X did have TV and video games and sure, Mom and Dad didn’t really want you spending all of your time behind a screen but it also seemed that there wasn’t as much of a guilt trip if you did spend some of your “summer vacation” from school playing Nintendo or Sega with your neighborhood friends.

It seems like the article alludes to the idea that COVID might be helping people to get back to some of those basics before smartphones became as important to us as one of our limbs.

Gen X has had no problem adapting to technology and in their careers, they have had to adapt to many new ways of doing things (remember when caller ID came out and it was no longer a surprise who was calling?! Whaaaat?! And you can’t prank call anyone any more with your teenage friends at a sleepover! Gasp! You also wouldn’t dare TP an ex-boyfriend’s house right now).

Regardless of the need to learn new hard skills and technologies, everyone has been forced to adjust their soft skills like how technology and still being a human can play well together (since it is really nice to be able to FaceTime with loved ones far away). It seems those slightly unquantifiable adaptable and flexible skills are even more required now. It also seems that as you grow in your career, Emotional Intelligence might be your best skill in these uncertain times.

And not that we are recommending eating like crap or too many unhealthy items, Gen X has been known to be content surviving on Pop Tarts, Spaghetti O’s, Ding-dongs and macaroni and cheese which are all pretty shelf stable items right now. Whatever way is possible for you, it might be a good time to find the balance again in work, technology, home, rest, relaxation and education if at all possible.

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Opinion Editorials

How strong leaders use times of crises to improve their company’s future

(EDITORIAL) We’re weeks into the COVID-19 crisis, and some leaders are fumbling through it, while others are quietly safeguarding their company’s future.

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strong leaders

Anthony J. Algmin is the Founder and CEO of Algmin Data Leadership, a company helping business and technology leaders transform their future with data, and author of a new book on data leadership. We asked for his insights on how a strong leader can see their teams, their companies, their people through this global pandemic (and other crises in the future). The following are his own words:

Managers sometimes forget that the people we lead have lives outside of the office. This is true always, but is amplified when a crisis like COVID-19 occurs. We need to remember that our job is to serve our teams, to help them be as aligned and productive as possible in the short and long terms. 
 
Crises are exactly when we need to think about what they might be going through, and realize that the partnership we have with our employees is more than a transaction. If we’ve ever asked our people to make sacrifices, like working over a weekend without extra pay, we should be thinking first about how we can support them through the tough times. When we do right by people when they really need it, they will run through walls again for our organizations when things return to normal.

Let them know it’s okay to breathe and talk about it. In a situation like COVID-19 where everything is disrupted and people are now adjusting to things like working from home, it is naturally going to be difficult and frustrating.
 
The best advice is to encourage people to turn off the TV and stop frequently checking the news websites. As fast as news is happening, it will not make a difference in what we can control ourselves. Right now most of us know what our day will look like, and nothing that comes out in the news is going to materially change it. If we avoid the noisy inputs, we’ll be much better able to focus and get our brains to stop spinning on things we can’t control.
 
And this may be the only time I would advocate for more meetings. If you don’t have at least a daily standup with your team, you should. And encourage everyone to have a video-enabled setup if at all possible. We may not be able to be in the same room, but the sense of engagement with video is much greater than audio-only calls.
 
We also risk spiraling if we think too much about how our companies are struggling, or if our teams cannot achieve what our organizations need to be successful. It’s like the difference in sports between practice and the big game. Normal times are when we game plan, we strategize, and work on our fundamentals. Crises are the time to focus and leave it all on the field.
 
That said, do not fail to observe and note what works well and where you struggle. If you had problems with data quality or inefficient processes before the crisis, you are not fixing them now. Pull out the duct tape and find a way through it. But later, when the crisis subsides, learn from the experience and get better for next time.

Find a hobby. Anything you can do to clear your head and separate work from the other considerations in your life. We may feel like the weight of the world is on our shoulders, and without a pressure release we will not be able to sustain this level of stress and remain as productive as our teams, businesses, and families need us.

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