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Tip of the Spear Ventures

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Pricing Strategy During Natural Disasters

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The debate surrounding pricing strategy during natural disasters has been around for years and was revived during Hurricane Ian, should businesses increase or hold prices in times of increased demand for goods like gas, water, or bread? In the present, thanks to the impact on social media platforms, a fresh alternative is emerging: Why not reduce prices during these times of crisis?

pricing strategy

The majority of economists oppose the implementation of price-gouging laws , which limit major price increases in natural catastrophes. Instead, they favor raising costs to keep demand in proportion to supply. If you let the market function, economists say that products will be available and only sold to those who appreciate them the most and are willing to pay. The high cost of goods also reduces the need to store up — buyers purchase only what they really need instead of buying/hoarding their purchases. Also as a better profit margin, a higher potential for profit encourages businesses to actively seek more inventory to meet the demand. The most obvious disadvantage is that the absence of these laws place disadvantages towards people with lower incomes who are less able to pay for higher costs.

“Hurricane Ian devastated Floridians, destroying homes and leaving thousands without food, water or electricity. Rebuilding will take months or longer—creating an inexhaustible demand for qualified contractors and debris removal services. Sadly, bad actors may exploit this demand to take advantage of people just trying to rebuild their lives. If anyone encounters one of these scams, or excessive price increases on essential commodities, they need to report it to our office immediately so my Rapid Response Team can stop the fraud and keep others from falling prey.”

Attorney General Ashley Moody, Oct 3, 2022

Contrary to this, the majority of policymakers consider that price levels should remain the same or only raised slightly (for example, 10 percent) in the event of a disaster. They view this as an egalitarian, first-come-first-served method to allocate scarce goods. The drawbacks of limiting market prices are the opposite of the above benefits rapid selling outs, hoarding and the reduction of the financial carrot to increase supply for businesses.

The recent storms have shown the new trend in catastrophe pricing. Instead of increasing prices, some companies are actually moving towards cutting prices on basic goods or services that are in high demand. Why? A lot of businesses are aware that although economists may think it is appropriate to increase prices in times of crisis, the customer experience in their “real world” view this as a negative act, judging it as price gouging. In the long run, profits could be at risk when a business is seen as profiting from an unfortunate event like a natural disaster.

And if the customer experience isn’t a good enough barometer for a current marketing strategy during a natural disaster, take the actions of the Federal and Florida Government. The Florida Attorney General activated Florida’s Price Gouging Hotline with Tropical Storm Ian approaching the state. The activation comes following the Governor’s state-of-emergency declaration for 24 counties. Meanwhile, over at the White House, the President and staff met with oil executives to discuss Hurricane Ian and low gasoline inventories, warning the industry not to price-gouge consumers.

Social media is also playing a part in why businesses change their pricing strategy during natural disasters. The consequences of an increase in prices during a disaster — which can occur in a way that is automated through algorithms — typically leads to negative social media postings. While a single negative post isn’t bad, going viral for the business owner — small or large — is never a good thing!

Your pricing strategy and the way your pricing affects the customers during time in need are essential aspects of the brand you have created. The tough times provide opportunities for companies to emphasize their message of caring for their clients. This includes keeping, or perhaps reducing prices, as well in securing a greater quantity of the essential items in order to better serve their customers. 

Think of it this way: Which business do you prefer to work on a daily base? The business which seemed to be financially affluent and abided by the laws of economics (supply/demand) as opposed to one that had its prices held within limits due to manipulation by the government/social media pressures?

Sam Palazzolo, Managing Director

How Brands Use Pricing Strategy to Improve Customer Experience and Increase Brand Value

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The Point: Is the pricing strategy you establish for your organization’s products/services the “right” price? By the “right” price, what’s really at stake is what will enhance the customer experience and increase your brand value. From the pricing studies that we’ve conducted, we’ve seen a number of organizations that are challenged while at a 3-pronged fork in the road when it comes to establishing pricing strategies. In this article, we’ll explore an overview to pricing strategy and the inherent benefits associated with customer experience and brand value… Enjoy!

Pricing Strategy 101

Pricing Strategy can be a powerful tool to increase brand value and attract new customers. Brands use value-based pricing to create a range of products and services at different price points. The goal is to make each product or service stand out from the rest of the market. To do so, brands must create a meaningful difference between their products and those of competitors, and give consumers an apparent reason to pay more. Brands that employ a premium pricing strategy often target a particular segment of consumers.

Pricing Strategy as Competitive Advantage

While low prices are often appealing to consumers, they are also perceived as cheap and can erode brand value. Price changes must be carefully considered, as they are almost impossible to reverse. If a competitor is already offering a product or service at a low price, they may have the upper hand. Using discount pricing can help a business to attract more foot traffic and to clear out old inventory, but it could also lead to negative effects on the perception of quality.

Pricing Strategy and Organizational Goals

Developing the right pricing strategy is essential for any business. There are many factors to consider, so it is a good idea to calculate COGS, profit goals, and customer needs to create the optimal pricing strategy for your product or service. Once you’ve done that, you’ll be ready to start your pricing journey.

Pricing Strategy – First Steps

The first step in creating a profitable pricing strategy is to define your target audience. A target audience’s price sensitivity will help you determine the appropriate pricing strategy. For example, if you have a product with high price-sensitivity, price-skimming may be a good strategy. If you have a limited market, a low price strategy may work well for you.

Pricing Strategy is an ongoing process. Ideally, you should use CRM software to segment your customer base and test different pricing strategies. Developing a successful pricing strategy requires time and effort. However, the right pricing strategy should be well-supported with your go-to-market strategy and marketing plan. In order to determine the best pricing strategy, it’s important to gather feedback from your sales team. You should also evaluate your competitors and gauge their pricing strategy.

There are many different ways to price your products and services. For instance, you can price a product or service above your competitors, while you might be able to match them using a value-based model. For a more profitable strategy, you might want to price your products or services below your competitors. This strategy, however, requires more research and insight into your competitors. It’s also important to evaluate your own costs and resources in order to determine which pricing strategy works best for your business.

Another pricing strategy is loss-leader pricing, where you offer a low-priced item with the hope that consumers will buy more. This strategy works well if you want to attract new customers. If the price of your product or service is a significant part of your business, you might choose to charge higher prices for ink to attract more potential customers.

SUMMARY

In this article, we’ve explored pricing strategy from an overview perspective along with inherent benefits associated with customer experience and brand value. Crucial in establishing the pricing strategy are identification of competitive advantage and organizational goals. We’ve also explored a few additional “first steps” that should be considered in doing so.

Sam Palazzolo

KEYWORDS: Pricing Strategy, Competitive Advantage, Customer Experience, Marketing, Competitive Strategy, and Organizational Goals

Healthcare CX Transformation: A Broke System Creating Broken Hearts/Dreams

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I’ve spent the last month in/out of some of the country’s largest (best?) healthcare systems. Not as a consultant or venture capitalist working on a healthcare cx transformation, but as a patient. Here is a summary of my customer experience: Regardless of the hospital size, location, and reputation all I can say is, “Come on healthcare… You’ve got to do better than this!” The modern healthcare system is broken, and at the frayed end of the whip is the customer (or patient and their family/loved ones). There is a tremendous lack of patient engagement highlighting the importance and benefits of an omnichannel consumer experience, especially in light of providers and payers (insurance) struggling to communicate with care, compassion, and ethics.

Without Your Health, What Do You Have?

I’ve seen it throughout my professional career/personal life… Those that seemed to put off til tomorrow what they could have been doing today in the hope that they would be in a better position to live the life of their dreams. Of course, some made it happen while others didn’t for a variety of reasons (i.e., poor business decisions, market conditions, etc.) But there is one group that never achieves that nirvana dream life, those that have poor health.

One of my mentors shared with me early on in my professional career, “Just remember Sam… Without your health, you’ve got nothing!” It was meant to be a sobering reminder to take good care of myself (body and mind). But as a freshly minted-MBA graduate with the world as my oyster, I can honestly say that their message rang hollow and didn’t resonate (I instead adopted a “Work hard, play hard” philosophy!)

If it sucks to grow old, and age is the one facet of life you can count on doing (you can/should rule out getting hit by a bus to stop the aging process), then we’re all going to advance in years. Along with those advancing years comes a myriad of opportunities/problems/struggles. And unable to escape the gravitational pull of aging years and health issues, I found myself in/out of several hospitals for nearly all of the last month.

Maybe It’s Just Me, Maybe It’s COVID-19, or Maybe It’s Broken Healthcare!

Healthcare that is of high quality no longer is available in traditional clinical settings and the spread of the pandemic has intensified the shift in healthcare delivery. As healthcare services shift away from the hospital and doctors offices, it’s more vital than ever before to get healthcare consumers involved and build the healthcare experience from that of the customer, or patient. This is not just about better engagement strategies, but also a major improvement in the healthcare customer experience (CX) which has been in a rut in comparison to other industries’ CX (more on this in a minute). As a patient, I struggled with attempting to identify “How can payers and providers enhance the CX and get people involved in their own health right now?” (and apparently so did they!)

Healthcare can draw lessons from methods of engagement for consumers employed by other industries. If you’re like me, you’ve probably seen how fitness, entertainment and other industries demonstrate the way that omnichannel experiences can lead to greater engagement. Digital experiences let companies engage with customers more frequently and in greater depth, not every day or even twice a year, as is the case in healthcare.

In extending the frequency of interactions with consumers to weekly or monthly with omnichannel engagement strategies healthcare providers and payers can offer guidance, education and preventive services that support the business goals and improve health outcomes.

The Consumer Experience in Healthcare Reimagined

The current healthcare CX is not designed specifically for consumers, patients, or their families. The majority of healthy consumers are only engaged a few times per year, and the payers and providers naturally interact more frequently with people with chronic illnesses and/or require immediate treatment. Healthcare systems for consumers are difficult to navigate and the experience is sporadic and confusing (understatement!), with a variety of options and unreliable user interfaces (even face-to-face).

So, what do I want from my healthcare experience? I don’t think I’m alone when I share that healthcare customers want a modern/easy experience, with a central location to get access to the information, navigate and pay for healthcare in a manner that’s customized, digital and always available. Afterall, other industries utilize platforms to provide a consumer-focused and omnichannel experiences for their users, so why not healthcare? These platforms make use of information to orchestrate and create customized user experiences. Consider how Netflix utilizes your history of streaming to suggest content regardless of what device you’re using.

Why Is The Long Road To Recovery So Long?

I find myself healing, perpetually exhausted, and all the while swimming through the seemingly unending stream of bills coming my way. A process that I’m pretty confident has been elongated by healthcare payers and providers. If I sound frustrated, it’s because I am. If I sound optimistic, I am not. I’m left with a continuous thought of, “Come on Healthcare… You’ve got to do better than this!”

Sam Palazzolo, Managing Director @ Tip of the Spear

Scaling Sales Entrepreneur-Style!

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The Point: Wouldn’t it be nice to experience scaling sales entrepreneur-style? I mean think of it… Cruising along at 30,000 feet without a worry in the world! Seriously, entrepreneurs that scale a business from $0MM to $50MM achieve no small feet. So, are there lessons we can learn from entrepreneurs as we attempt to scale sales, regardless of the size of our business today? In this post we’ll explore scaling sales entrepreneur-style… Enjoy!

Scaling Sales Entrepreneur-style!

When starting a business, how do you succeed? You must be willing to face your shortcomings and learn to be a leader needed by your startup company. Learning to scale is not an easy task. You need to have the right mindset, strategic capacity, and grit to make your dream a reality. You also must create meaningful value for potential clients. Fortunately, there are many tools that can help you grow your organization.

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Scaling Sales by Listening

First, learn to listen to others and learn from them. If you are not willing to take the time to learn from others, you can’t become a successful leader. You need to take other’s perspectives into consideration. Todd started his own company to develop software applications for wireless devices. He was confident in his concept, but he also listened to the opinions of his team. He publicly acknowledged their contributions and stressed the importance of making them feel valued.

Scale Sales by Leading the Team

As you scale your business, you must become the leader that your team needs and want. Ultimately, you must focus on your organizations top priorities, but it’s the implementation/execution of these priorities through input from your team members that will count. It seems essential to make sure that you’re making the most of your time in doing so. This means stepping away from the details of your business and focusing on the core of your business. You can also automate certain processes to increase your time. As a leader, you should be comfortable letting go of some of — if not all your business activities.

Scale Sales by Eliminating Bottlenecks (i.e., YOU!)

Learning to scale your business means letting go of your role as a bottleneck. Instead of being a bottleneck, you must build structures, processes, and rhythms that won’t rely on you. This is where you’ll be more productive. By creating a culture that supports the growth of your business, you’ll create a company that can grow without you. In theory, the more people you have the faster you’ll be able to scale.

Scale Sales like Eating an Elephant

The first step in scaling your business is to focus on one thing at a time. If we were going to attempt to eat an elephant, we’d do so one bite at a time. The more things you can focus on, the more ineffective you’ll be. By focusing on a single task, you’ll get more done and improve your company’s overall efficiency. You’ll be able to direct your team’s efforts towards the work that will truly make your company successful. It will also be easier to scale.

SUMMARY

A successful company has a clear vision and a strategy for scaling during it’s business transformation. Its vision will help it grow. It will need technology capabilities to enable growth. It will also need to integrate AI and IoT into its business. Developing a business transformation business model is a vital step in scaling. It can be difficult to grow a business without it, but it can be done. It can be a huge help for your business though if you are looking to transform your business.

Sam Palazzolo

SKO Essentials for Sales Kickoff Success – 8 Tips + PDF Guide!

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The Point: Let’s face it – selling in recent years has been tough. The COVID-19 pandemic and its various delta variants have changed everything about our lives as we know it, as well as redefining the definition of being efficient in the field of sales. This is why sales calendars with a sales kickoff (SKO) at the beginning of the year are essential for starting the year off on the right foot. They’re the most important sales training event of the year where we recognize the successes of the previous year, discuss plans for the year ahead, and set the tone for key initiatives. But if you agree that these SKOs are important, why do so many miss the mark? In this article we’ll explore SKO Essentials for Sales Kickoff Success along with 8 Tips… Enjoy!

Tip of the Spear Ventures | The Zeroing Agency SKO Essentials for Sales Kickoff Success

Achieve Sales Kickoff (SKO) Liftoff!

Many of us choose to work at home, don’t make your usual in-person kickoff and put it to the internet. Take a look at the following essentials for creating the ideal online sales kickoff plan.

(Looking for additional tools to help you plan your SKO? Read our guide for how to organize the most effective virtual sales kickoff.)

Basics of the SKO Agenda

Making the schedule is the most crucial aspect of making plans for your SKO. It is possible to invite the right people and organize an ideal party – either in person or online, however if no one actually is able to take anything away then what’s the reason?

When we design an SKO plan at The Zeroing Agency, we concentrate on four goals:

  1. Believing in the mission
  2. Finding a balance between sales enablement, technology capabilities, and customer-centricity
  3. Motivated and energized people
  4. Encouragement of participation and networking with peers

Begin by thinking about what your sales teams must remember for the weeks and months following the event. You can then proceed from there.

8 Tips for Sales Kickoff Success

So with these four goals in mind, let’s go over the eight things to do for the successful sales kickoff!

1. The Importance of the Keynote

Every worthwhile SKO begins with a keynote presentation. This initial session sets the tone for the entire sales kickoff. A great keynote will leave sales reps motivated to attack their goals, while a bad keynote will have them looking at their phones (or the exits!) Make use of this initial session to inspire everyone to join the team and to be a part of the business. If everyone is enthusiastic about selling collectively, the aspirations of everyone feel more achievable. Get into the excitement in the beginning by bringing in a lively speaker (or two!)

Why would you want to engage an external speaker? At The Zeroing Agency, we’ve discovered that fresh external perspectives can make a huge impact. The investment in a topnotch keynote presenter will not only motivate and align all for success, but make a lasting impression (We still talk about a keynote presentation from famed Green Bay Packer – Bart Starr!)

2. Engage, Engage, and Engage!

Be it the main SKO session or Breakout sessions, a successful sales kickoff is similar to real estate, but instead of the secret being location, location, location its engage, engage, and engage! The bulk of your sales kickoff agenda will consist of breakouts, so keep these sessions engagement levels in mind as you plan not only the content but cadence. In SKOs we’ve observed that breakout sessions are typically 30 to 50 minutes in length. It’s possible to think about shorter sessions (think of TED Talks on a 10-15 minute timeframe) for those who want to cover more complex topics in a short amount of time. If you want to present more complex content, you’ll need more time. However, one of the biggest complaints from sales reps in post-SKO surveys was that there was too much content in too short a time period.

These breakout sessions should concentrate on your company’s biggest bets as well as how you can handle issues, and practical tips from your sales superstars. To keep breakouts interesting, you can organize hackathons in real-time, practice learning in role-plays, using live feedback, design authentic or fictional cases studies, and foster an element of competition with games and prizes. If you’re hosting diverse attendees from different departments or regions, you can arrange specific breakouts that follow these same guidelines. It is important that attendees walk away with the thought, “This was relevant – and I have learned something that I can use in my work today from participating.”

3. Ask Your Customers to Present

We’ve learned from our past SKOs that customer speakers are an evergreen favorite. We also know that customer testimonials are a key in providing social proof that your products/services work. So find out the reasons your customers picked your company and what is most important to them in their field as well as how they’d suggest that you interact with similar customers in the near future.

The stories they share can (should?) be the base for case studies in the course of your kickoff and sales initiative for the year. It is also possible to invite these customers to speak about their experiences at a deeper level during a breakout or even join virtual focus groups that provide immediate impact.

4. Give out Recognition and Celebrate Achievement

Let’s face it… The celebration of achievement is what sales reps most excitedly look forward to at an SKO. Honor this long-standing tradition by honoring sales reps and their major successes from the year before.

Know that recognition takes many forms for your sales reps. So make certain that all that are recognized can enjoy the celebration. Sales Kickoff meetings often overlook leveraging humor, so make certain you create some categories that are certain to bring laughter and joy among your staff. The recognition could include items such as extravagant headsets, gift cards, as well as engraved gifts (One of our clients does something A-M-A-Z-I-N-G!!! If you’d like to know what, email us at sales@tipofthespearventures.com).

5. Make Leaders a Focal Point on the Agenda

If you’re like the majority of sales teams, you’re on the verge of a schedule that are stuffed with meetings and you’re constantly in motion. Utilize this time where everyone is focussed on the same goal to hold discussions with the top leaders and talk about the goals of everyone for the year. Keep in mind that for some (or perhaps the majority), this will be their only opportunity to directly hear from organizational senior leadership.

6. Promote Consistency as a Focus.

A memorable sales kickoff unites everyone with a common objective. Therefore, there’s no better way to bring everyone together around the aim of creating more inclusive communities.

In your SKO, think about creating an affinity group or equality group organize a workshop to be better friends and create more inclusive team bonding events that aren’t centered around happy hours. For instance, random conversations groupings on video calls could enable members of the team to understand the perspectives of their less familiar colleagues.

7. Make Networking a Must

Don’t let this annual opportunity to network internally pass you by. Make it possible for your employees and leaders of different teams to get out of their networks and create valuable connections. Games for icebreakers such as speed dating-inspired coffee conversations and leaders-hosted meetings and greets help people get outside their circle of influence.

8. Add Community Support and Volunteer Opportunities

Add time to the schedule to allow groups to connect informally. It could be via online activities such as cooking classes or a murder-mystery escape rooms, or even volunteering for a special interest project. We love to include volunteer-based activities, for example creating greeting cards for the elderly in retirement communities during our kickoffs to ensure that participants can enjoy themselves while contributing to the communities they serve.

SUMMARY

In this article we’ve explored SKO Essentials for Sales Kickoff Success along with 8 Tips. As we mentioned before, let’s face it: selling in recent years has been tough. The COVID-19 pandemic and its various delta variants have changed everything about our lives as we know it, as well as redefining the definition of being efficient in the field of sales. This is why sales calendars with a sales kickoff (SKO) at the beginning of the year are essential for starting the year off on the right foot. They’re the most important sales training event of the year where we recognize the successes of the previous year, discuss plans for the year ahead, and set the tone for key initiatives. But if you agree that these SKOs are important, why do so many miss the mark?

The Sales Kickoff Success – 8 Tips listed above are only the beginning. We’ve got more information on how to host the best SKO in our book, Virtual Sales Kickoffs (Virtual SKOs): A Playbook. If you’d like more information on how this or how we can help, please Contact Us.

Sam Palazzolo