You have enough customers already?

You have enough customers already? Have you heard stories of margins being thinned? Many are experiencing a disruption in their industries. Thousands are selling more and earning less. Are customers abandoning offerings of services or products for the competitions?

When you want to transcend competition there is a playbook in place. It’s scripted and proven. It’s the Blue Ocean Strategy way.

The premise? 

Create new demand and grow your industry, rather than compete for existing customers.

One of the first steps of the blue ocean shift process is to identify demand beyond your industry. These are your noncustomers. They are buyers that don’t buy into your industry, product, or service yet.

Take a look at this visualization.

sherman mohr, consulting, clients,

You have your current market. We’re trained in many ways as business professionals to hold current customers sacred. However, they are also trained to ask for discounts, favors, and concessions. All the things that cost your company money come from your current customers. They are being trained to want more for less.

You can transcend the competition by identifying and serving noncustomers. It sounds counterintuitive. Hear me out.

In Blue Ocean parlance, there are three tiers of noncustomers.

First-Tier Noncustomers

The first-tier of noncustomers is the closest to your business, they sit on the edge of the market. These buyers minimally purchase your offering but are ready to jump ship as soon as they discover a superior alternative. Not a fun thought. I bet you can picture that customer in your world.

Ex: The former taxi customer who’s not taken a taxi since ridesharing came to town.

Second-Tier Noncustomers

Second-tier noncustomers are refusing noncustomers. They have consciously thought about and considered your offering and then rejected it. It might be because another offering meets their needs better, or it could be that they simply can’t afford your offering.

Ex: The Instacart user that migrates from one grocery store offering on the platform to another based on the delivery incentives offered at the time.

And then the most exciting noncustomers

Third-Tier Noncustomers

The third tier of noncustomers is the furthest away from your industry. They are the noncustomers who have never even considered your offering as an option. In turn, these unexplored noncustomers have not been considered by any competitor in your industry as a potential customer. That’s because their needs have always been assumed to belong to other industries.

By looking at these customers, literally by looking across industry offerings, and weighing what they buy, why they buy, and asking the right questions, you may find tremendous needs being unmet in this vast audience.

There are ways to systematize the way you find and approach these noncustomers. A process that facilitates cost-effective discovery is available.

If you need inspiration, think of these examples.

Herb Kelleher, the founder of Southwest Airlines, knew that if he made air travel affordable, business travelers who drove across Texas would rather hop on a plane. Twenty minute turns at the gate, no-frills, and friendly humorous service would be the primary offerings. Costs were driven down with several innovations, primary of which was the adoption of a single aircraft fleet. The 737. The result? The new no-frills airline industry and dominance of markets in many cities right up to today.

Another example, country music.

Through the practice of looking across industries, i.e. genres, country music adopted all types of genres, people, races, styles, and sounds. It discovered in the process a huge audience of noncustomers.

A third example.

Used often in Blue Ocean text, Cirque Du Soleil. This marriage of circus and theater literally launched a new industry while at the same time, lowering the production costs of traditional circus acts and drawing in audiences that never would have gone to the theater. The ticket prices, by the way, are far higher than that of traditional circus prices.

Are you beginning to understand the power of noncustomers?

sherman mohr, consulting, clients,So how does one find and serve the noncustomer?

A few tips.

A company has to know itself. A company has to know what it offers, what its strengths and weaknesses are, and where, in the market, the offerings currently compete or do not, and why.

When sufficient answers are provided, the team may move forward with talking to noncustomers. There are processes for this work.

There are some new technologies being utilized by my team in identifying noncustomers.

Once we know how customers are solving problems, where and how, or where they are buying whatever the product is, we may find these noncustomers in mass and serve them compelling ad messages that serve as an incentive to engage with our clients.

An example.

If I’m a new cinnamon whiskey and I want to develop a strategy for building market share in Nashville, I’d be interested in getting intel from the bars and honky-tonks on Broadway in Nashville, TN. How to do so?

Look at these images. 

sherman mohr, consulting, clients, This image represents our ability to match cell phones that were in a   downtown bar to a physical address where that phone “lives”.

We may then learn more about the behavior of that “phone”.

What might I like to know as a brand?

visitor frequency

Perhaps information on how many times they’ve been to the bar would be helpful?

sherman mohr, consulting, clients who want more customers

Perhaps the time of day they were there?

A Deeper Dive

With the ability to dive much deeper than this and then feed an ad campaign to those chosen from the data, we have the ability to approach this group of noncustomers in ways never before possible. With systematized campaigns targeting these proven visitors to the bar over a 12 month period, it is far more cost-effective to implement Blue Ocean Strategy and expand market share.

What next?

If you’d like to explore Blue Ocean Strategy in a useful way as it pertains to your business, set up a free hour-long chat.  I love learning about the challenges businesses face. My commitment? The call isn’t a pitch. I’ll work hard to add something of value and if I may be of service sometime, we’ll leave it at that. Schedule your call here! 

Sherman G. Mohr is an Insead Blue Ocean Strategy Institute Certified Blue Ocean Strategist residing in Nashville, TN. He also serves as co-founder of marketing, tech, and healthcare firms.