Growing Your Business with eCommerce
What makes BuildDirect.com thrive in a struggling industry is its growth strategy. And my recent research involving more than 3,000 CEOs and executives from around the world confirms that strategy is their #1 focus this decade, as companies rethink their fundamental approach to changing markets.
The challenge is balancing all the complexities of strategy while keeping it coherent and simple. Your strategy must tell a simple story, yet touch on what I call “the Seven Strata of Strategy”. Booth and his partner are masters at all seven strata – principles that every business must master and integrate to achieve its potential in today’s uncertain global economy. Here is a checklist that you can use at your own company.
Choose the words you want to own in your marketplace.
Offer a unique brand promise.
This is the experience you are promising your customers that differentiates you from the competition. BuildDirect.com’s is simple: “Best price, best quality and product expertise”, says Booth. It is normally a three-part promise, with one of the promises – “best price” in BuildDirect.com’s case – that is most top-of-mind.
And it is critical that you know how to measure daily whether you are keeping your promises. Booth’s team has various KPIs (Kept Promise Indicators!) it monitors, like competitors’ pricing, to make sure it is keeping its promises.
Make it hurt to break your promise.
There should be some pain in your system if you let your customers down. This keeps your team laser focused on keeping your promises. BuildDirect.com has a 30-day money back guarantee that includes paying return shipping (from $300 to $500 for a typical order), says Booth.
The company offers the policy to customers who are unhappy for any reason. Nonetheless, according to Booth, “Nobody uses it.” Why? The company works really hard to keep quality up and prices down.
Create a one-PHRASE strategy.
Underlying the brand promises you express is a one-PHRASE strategy that drives your business model. As you know from reading my recent column on the topic (now live on Gazelles.com), this is not necessarily a selling point you make to your customers, but it supports delivering on your promises.
Southwest Airlines’ “Wheels Up” one-PHRASE strategy has kept every strategic and tactical decision, like no-advanced reservation seating, directed at keeping its planes in the air and generating profits so it can keep airfares low. I strongly suggest you keep your one-PHRASE strategy relatively secret, which is why I am not sharing BuildDirect.com’s.
Support your one-PHRASE strategy with differentiating actions.
Underlying the one-PHRASE strategy is a set of specific actions that represent HOW you execute your business differently from the competition. BuildDirect.com, for instance, requires a minimum order of a pallet of material. It carries no name-brand products and instead creates its own.
And it does not give anybody terms, instead requiring full payment on order (cash in advance). Competitors might share one or two of these same actions, but it is the unique combination of all three for BuildDirect.com that truly defines its differentiation.
Establish your “X Factor”.
To establish and hold onto your competitive edge, you need to aim for at least a 10x underlying competitive advantage over your rivals. At his previous lawn care company, Happy Lawn, founder Barrett Ersek reduced the typical sales process from three weeks to three minutes by using the latest digital technology and tax map data to estimate lawn measurements while customers were on the phone – instead of having sales people visit prospects’ homes to take manual measurements, write up quotes and then schedule appointments.
It is not surprising that industry giant ServiceMaster recently bought the company, which had $10 million in sales, from him. At Holganix, Ersek’s new company that manufactures and distributes organic fertiliser, he has identified another X-Factor. But like the one-PHRASE strategy, it is best to keep it secret, really secret.
Measure your profit per X and BHAG.
And last, there is a key metric that defines the essence of your business model and is tied to your long range goal. Jim Collins calls this metric your Profit/X and your benchmark your Big Hairy Audacious Goal (BHAG). In the retail building supply industry, the key metric is same-store sales growth.
Most BHAGs are opening some number of stores within 10 years. At BuildDirect.com, the business model is built around focusing on profit per “building product category.” And it has a specific formula for how to maximize this.
To reach Fortune 500 status by 2023, Booth figures the company needs to build out 20 specific product categories, ranging from $500 million to $2 billion in revenue. Given its mastery of these seven strata of strategy, I would not be surprised to see BuildDirect.com listed in Fortune even sooner.
This is what you can do. This is what you can do to growing your business. You can grow your business with ecommerce. Ecommerce is the solution.
Solution came with ecommerce.