Distinct or

1
Distinct or ExtinctTom Peters
Seminar20002000 ASTA World Travel
CongressLas Vegas26September
2
N.W.O./Auto Mirror per Gentex Portal for
Wireless, Internet, Navigation, Etc.Cell
phones, Voice mail, email, Internet access
3
Mike Charles. Stanford history prof. Whirlpool
fridge. Out of 2 milk. Tap keypad on door.
Webvan delivers in hours. Next, he sends his
washer an email Source Business Week (09.00)
4
NOW THATS B-I-G!The period 2000-2002 will
bring the single greatest change in worldwide
economic and business conditions since we came
down from the trees.David Schneider Grady
Means, MetaCapitalism
5
The Organization Lean, Linked Electronic
6
And Now the Equivalent White Collar
Revolution!
7
RR on Assetless J.B. Sara LeeThe most
profitable businesses in the future will act as
knowledge brokers, linking insights into whats
available with insights into the customers
individual needs and preferences.
8
Advance ParadigmData on 165,000,000
prescriptions per year docs and insurers have
access to recordsReduces med errors saves
2.88 per scrip prescribing errors docs save
14,000 per year in review timeRev in 99 2B
477M in 98Source Business Week (09.00)
9
The Individual Distinct or Extinct
10
DISTINCT OR EXTINCT!If there is
nothing very special about your work, no matter
how hard you apply yourself, you wont get
noticed and that increasingly means you wont get
paid much, either. Michael Goldhaber,
Wired
11
The ProblemThe Commodity Trap
12
Quality Not Enough!While everything may be
better, it is also increasingly the same.Paul
Goldberger on retail, The Sameness of Things,
The New York Times
13
The surplus society has a surplus of similar
companies, employing similar people, with similar
educational backgrounds, working in similar jobs,
coming up with similar ideas, producing similar
things, with similar prices and similar
quality.Kjell Nordstrom and Jonas
Ridderstrale, Funky Business
14
Funky Business To succeed we must stop being so
!! normal. In a winner-takes-all world,
normal nothing.
15
Fighting BackUse E-Commerce to Re-invent
Everything!
16
www.cyveillance.com08.30.2000/1221AM2,461,9
40,629
17
www.cyveillance.com09.26.2000/0438AM2,661,4
92,286
18
27 days, 4 hours, 17 minutes 199,551,657
19
Tomorrow Today Cisco!90 of 20B
(50M/day)Savings in service and support from
customer self-management 550M
20
COMMUNITY SERVICES!/CUSTOMER CONTROL!
21
Tomorrow Today Cisco!90 of 20B save
550MC.Sat e gtgt C.Sat HCustomer Engineer
Chat Rooms/Collaborative Design (1B free
consulting) (45,000 customer problems a week
solved via customer collaboration)
22
Welcome to D.I.Y. Nation!Changes in business
processes will emphasize self service. Your costs
as a business go down and perceived service goes
up because customers are conducting it
themselves. Ray Lane, Oracle
23
Anne Busquet/ American ExpressNot Age of the
InternetIs Age of Customer Control
24
I Can Immediately Shop for 1,000,000 homes or
1.95 office supplies, at best price and with
best advisorsManage all my financial
dealingsWork with my doc, or worlds best
medical experts, or humble support groups, on any
health issueRecruit talent to help me with any
projectDevelop professional docs
collaboratively, with anyoneShare my ideas with
the worldChat with anyone, anywhereResearch
anythingTake a course on any topic, from cooking
to softwareStay in touch with my 90 year old
momPlay a gajillion games to while away the time
25
Message One can do very sophisticated stuff on
the Web!
26
The Web enables total transparency. People with
access to relevant information are beginning to
challenge any type of authority. The stupid,
loyal and humble customer, employee, patient or
citizen is dead.Kjell Nordstrom and Jonas
Ridderstrale, Funky Business
27
The moral is that in an imperfect world of
customer service, most customers prefer to cut to
the chase and help themselves.Adrian Slywotzky
David Morrison, Mercer Consulting
28
SWASimple!!!!!!!!!!!! (customers call because
the process is so easy they cant believe theyre
done)30 of revenues directly from site (vs. 6
for others)Source Business Week (09.00)
29
Amen!The Age of the Never Satisfied
CustomerRegis McKenna
30
ProgressiveWe dont sell insurance anymore. We
sell speed. Peter LewisDigital cameras,
wireless Net links, etc. SOME CLAIMS PAID WITHIN
20 MINUTES!Source Business Week (09.00)
31
Shop in your UnderwearSource SMd logo for
www.ae.comae American Eagle Outfitters
32
Banking is necessary. Banks are not.Dick
Kovacevich, Wells Fargo
33
It is real! It is Life and Death!Dream
BIG!Start Now! Study Hard! Play Hard! Play Fast!
Go on Offense!Hire great folks! (They aint
cheap. They are young!)Dont cut corners on
infrastructure!Rem Age of the Never Satisfied
Customer!We aint seen nothin yet!
34
Fighting Back Providing Value-added
Services!
35
B2B1999 2004 50X2004 7.4
TrillionSource GartnerGroup (per Reuters
1-26-00)
36
Net Nips Real Estate Sales FeesHeadline,
p.1B, USAToday 07.05.00Homebytes.com,
eHomes.com, YourHomeDirect.com, etc.
37
Message BOX SELLERS LOSE!
38
Message Racing up the V.A. Ladder. Doing More
More More More More for/with the
Customer and the Supply-Demand Chain!
39
09.11.2000 HP bids 18,000,000,000for
PricewaterhouseCoopersConsulting bus! (31,000
bods)
40
We want to be the air traffic controllers of
electrons.Bob Nardelli, GE Power Systems
41
Can you ignore, dismiss, and mainly grouse about
air travel hotels for the likes of me????
42
Fighting BackIts the Experience!
43
Experiences are as distinct from services as
services are from goods.Joseph Pine James
Gilmore, The Experience Economy Work Is Theatre
Every Business a Stage
44
The Starbucks Fix Is on We have
identified a third place. And I really believe
that sets us apart. The third place is that place
thats not work or home. Its the place our
customers come for refuge.Nancy Orsolini,
District Manager
45
Experience Rebel Lifestyle!What we sell is
the ability for a 43-year-old accountant to dress
in black leather, ride through small towns and
have people be afraid of him.Harley exec,
quoted in Results-based Leadership
46
Car designers need to create a story. Every car
provides an opportunity to create an adventure.
The Prowler makes you smile. Why? Because its
focused. It has a plot, a reason for being, a
passion.Freeman Thomas, co-designer VW Beetle
designer Audi TT
47
Hmmmm(?) Only Words StoryAdventureSmile
FocusPlotPassion
48
WHATS THE your PLOT?
49
PlotWilliams Sonoma 6 was 10Crate Barrel
8Sharper Image 9Smith Hawken
8Vermont Country Store 8Garnet Hill
9L.L. Bean 5 was 9Lands End 7Colonial
Williamsburg ?
50
Fighting BackWomen Rule!
51
4.8T gt Japan9/27.5/3.6T gt Germany
52
?????????Home Furnishings 94Vacations
92Houses 91Bank Account 89Health Care
75Etc.
53
Women 50(!!!) of Web users 6 of 10 new
users 83 of wired women are primary decision
makers for family healthcare, finances,
education.Source Business Week Jupiter
Communications
54
Yeow!1970 12002 50
55
OPPORTUNITY NO. 1!
56
Read This Book EVEolution The Eight Truths
of Marketing to WomenFaith Popcorn Lys
Marigold
57
EVEolution Truth No. 1Connecting Your Female
Consumers to Each Other Connects Them to Your
Brand
58
The Connection Proclivity in women starts
early. When asked, How was school today? a girl
usually tells her mother every detail of what
happened, while a boy might grunt, Fine.
EVEolution
59
Weight Watchers International ModelWhat if
ExxonMobil or Shell dipped into their credit card
database to help commuting women interview and
make a choice of car pool partners?What if
American Express made a concerted effort to
connect up female empty-nesters through on-line
and off-line programs, geared to help women
re-enter the workforce with todays
skills?EVEolution
60
Speaking of Enormous Missed Huge
Opportunities ...
61
Subject Marketers StupidityIts 18-44,
stupid!
62
Subject Marketers StupidityOr is it 18-44
is stupid, stupid!
63
2000-2010 Stats18-44 -155 21(55-64
47)
64
Aging/ElderlyIm in charge!
65
Priorities Aging/ElderlyExperiences
Convenience Comfort Access Respect!
66
Fighting BackBRAND POWER!
67
Brand You Must Care!Success means never
letting the competition define you. Instead you
have to define yourself based on a point of view
you care deeply about. Tom Chappell, Toms of
Maine
68
In the funky village, real competition no longer
revolves around marketshare. We are competing for
attention mindshare and heartshare.Kjell
Nordstrom and Jonas Ridderstrale, Funky Business
69
LeadershipPassion Rules!
70
Create a Cause, not a business. Gary Hamel,
Fortune (06.00), on re-inventing a company
(Exemplar 1 Charles Schwab)
71
Brand LeadershipENTHUSIASM RULES!I am a
dispenser of enthusiasm./ Ben Zander