The Challenge: To Create More Value in All Negotiations

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LONG Tom Peters Re-Imagine
EXCELLENCE! HSM Management Leadership
Forum São Paulo/08 April 2015 (For more see
tompeters.com and our fully annotated 23-part
Master Compendium Mother of All Presentations
at excellencenow.com)
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CONRAD HILTON
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CONRAD HILTON, at a gala celebrating his career,
was called to the podium and asked, What were
the most important lessons you learned in your
long and distinguished career? His answer
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Remember to tuck the shower curtain inside the
bathtub.
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Amateurs talk about strategy. Professionals talk
about logistics. Omar Bradley, commander of
American troops/D-Day
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People! Customers! Action! Values!
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(No Transcript)
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Excellence1982 The Bedrock Eight
Basics 1. A Bias for Action 2. Close to the
Customer 3. Autonomy and Entrepreneurship 4.
Productivity Through People 5. Hands On,
Value-Driven 6. Stick to the Knitting 7. Simple
Form, Lean Staff 8. Simultaneous Loose-Tight
Properties
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Breakthrough 82 People! Customers! Action!
Values! In Search of Excellence
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EXCELLENCE is not a long-term "aspiration.
EXCELLENCE is the ultimate short-term strategy.
EXCELLENCE is THE NEXT 5 MINUTES. (Or NOT.)
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EXCELLENCE is not an "aspiration." EXCELLENCE is
THE NEXT FIVE MINUTES. EXCELLENCE is your next
conversation. Or not. EXCELLENCE is your next
meeting. Or not. EXCELLENCE is shutting up and
listeningreally listening. Or not. EXCELLENCE is
your next customer contact. Or not. EXCELLENCE is
saying Thank you for something small. Or
not. EXCELLENCE is the next time you shoulder
responsibility and apologize. Or not. EXCELLENCE
is waaay over-reacting to a screw-up. Or
not. EXCELLENCE is the flowers you brought to
work today. Or not. EXCELLENCE is lending a hand
to an outsider whos fallen behind schedule. Or
not. EXCELLENCE is bothering to learn the way
folks in finance (or IS or HR) think. Or
not. EXCELLENCE is waaay over-preparing for a
3-minute presentation. Or not. EXCELLENCE is
turning insignificant tasks into models of
EXCELLENCE. Or not.
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Strive for Excellence. Ignore success.Bill
Young, race car driver
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This years graduates are told by
commencement speakers to pursue happiness and
joy. But, of course, when you read a biography of
someone you admire, its rarely the things that
made them happy that compel our admiration. Its
the things they did to court unhappinessthe
things they did that were arduous and miserable,
which sometimes cost them friends and aroused
hatred. Its excellence, not happiness, that we
admire most. David Brooks, Its Not About
You, op-ed, New York Times, 30 May 2011
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WHY NOT?
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Why in the World did you go to Siberia?
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ENTERPRISE (AT ITS BEST) An emotional, vital,
innovative, joyful, creative, entrepreneurial
endeavor that elicits maximum
concerted human
potential in the
wholehearted pursuit of EXCELLENCE in service of
others.Employees, Customers, Suppliers,
Communities, Owners, Temporary partners
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It may sound radical, unconventional, and
bordering on being a crazy business idea.
However as ridiculous as it soundsjoy is the
core belief of our workplace. Joy is the reason
my company, Menlo Innovations, a customer
software design and development firm in Ann
Arbor, exists. It defines what we do and how we
do it. It is the single shared belief of our
entire team. Richard Sheridan, Joy, Inc.
How We Built a Workplace People Love
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6 Words But a Mouthful
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Hard is Soft. Soft is Hard.
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SERVICE. PERIOD.
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ORGANIZATIONS EXIST TO SERVE. PERIOD. LEADERS
LIVE TO SERVE. PERIOD.
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People People People People
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People 1/4,096
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Business has to give people enriching,
rewarding lives
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1/4,096 excellencenow.com Business has to give
people enriching, rewarding lives or it's
simply not worth doing. Richard Branson
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You have to treat your employees like
customers. Herb Kelleher, upon being asked his
secret to successSource Joe Nocera, NYT,
Parting Words of an Airline Pioneer, on the
occasion of Herb Kellehers retirement after 37
years at Southwest Airlines (SWAs pilots union
took out a full-page ad in USA Today thanking HK
for all he had done) across the way in Dallas,
American Airlines pilots were picketing AAs
Annual Meeting)
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May I help you down the jetway.
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We look for ... listening, caring, smiling,
saying Thank you, being warm. Colleen
Barrett, former President, Southwest Airlines
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hostmanship/ consideration renovation
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The path to a hostmanship culture
paradoxically does not go through the guest. In
fact it wouldnt be totally wrong to say that the
guest has nothing to do with it. True hostmanship
leaders focus on their employees. What drives
exceptionalism is finding the right people and
getting them to love their work and see it as a
passion. ... The guest comes into the picture
only when you are ready to ask, Would you prefer
to stay at a hotel where the staff love their
work or where management has made customers its
highest priority? We went through the hotel
and made a ... consideration renovation.
Instead of redoing bathrooms, dining rooms, and
guest rooms, we gave employees new uniforms,
bought flowers and fruit, and changed colors. Our
focus was totally on the staff. They were the
ones we wanted to make happy. We wanted them to
wake up every morning excited about a new day at
work. Jan Gunnarsson and Olle Blohm,
Hostmanship The Art of Making People Feel
Welcome.
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The guest comes into the picture only when
you are ready to ask, Would you prefer to stay
at a hotel where the staff love their work or
where management has made customers its highest
priority?
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EMPLOYEES FIRST, CUSTOMERS SECOND Turning
Conventional Management Upside Down Vineet
Nayar/CEO/HCL Technologies
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Rocket Science. NOT. If you want staff to give
great service, give great service to staff.
Ari Weinzweig, Zingermans Source Small
Giants Companies That Choose to Be Great Instead
of Big, Bo Burlingham
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Contrary to conventional corporate thinking,
treating retail workers much better may make
everyone (including their employers) much
richer. Duh! Cited in particular, The
Good Jobs Strategy, by M.I.T. professor Zeynep
Ton.
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1996-2014/12 companies every year/ 341,567 new
jobs/172PublixWhole FoodsWegmansNordstrom
Cisco SystemsMarriottREIGoldman SachsFour
SeasonsSAS InstituteW.L. GoreTDIndustriesSour
ce Fortune/ The 100 Best Companies to Work
For/0315.15
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100 Best Companies to Work for, 1984-2009 Plus
3.5 per annum risk adjusted returnsSource
Fortune/The 100 Best Companies to Work
For/0315.15/Alex Edmunds, Wharton
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In a world where customers wake up every morning
asking, Whats new, whats different, whats
amazing? success depends on a companys ability
to unleash initiative, imagination and passion of
employees at all levels and this can only happen
if all those folks are connected heart and soul
to their work their calling, their company
and their mission. John Mackey and Raj Sisoda,
Conscious Capitalism Liberating the Heroic
Spirit of Business
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Brand Talent.
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Our MissionTO DEVELOP AND MANAGE TALENTTO
APPLY THAT TALENT,THROUGHOUT THE WORLD, FOR THE
BENEFIT OF CLIENTSTO DO SO IN PARTNERSHIP TO
DO SO WITH PROFIT.WPP
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"When I hire someone, that's when I go to work
for them. John DiJulius, "What's the Secret to
Providing a World-class Customer Experience"
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DDOs/Deliberately Developmental
Organizations These companies operate on the
foundational assumptions that adults can grow,
that not only is attention to the bottom line and
the personal growth of all employees desirable,
but the two are interdependent. Both
profitability and individual development rely on
structures that are built into every aspect of
how the company operates. Decurion and
Bridgewater cases offer a form of proof that
the quest for business excellence and the search
for personal realization need not be mutually
exclusiveand can, in fact, be essential to each
other. E.g., At Bridgewater Associates, every
employee (new hire to CEO) has a crew that
supports his or her growth, both professionally
and personally. Source Making Business
Personal, Robert Kegan et al., HBR/04.14
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I start with the premise that the function of
leadership is to produce more leaders, not more
followers. Ralph Nader
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The 7-Step Method
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7 Steps to Sustaining Success You take care of
the people. The people take care of the service.
The service takes care of the customer. The
customer takes care of the profit. The profit
takes care of the re-investment. The
re-investment takes care of the re-invention.
The re-invention takes care of the future. (And
at every step the only measure is EXCELLENCE.)
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7 Steps to Sustaining Success And it starts with
You take care of the people.
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YOUR CUSTOMERS WILL NEVER BE ANY HAPPIER THAN
YOUR EMPLOYEES.
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It may sound radical, unconventional, and
bordering on being a crazy business idea.
However as ridiculous as it soundsjoy is the
core belief of our workplace. Joy is the reason
my company, Menlo Innovations, a customer
software design and development firm in Ann
Arbor, exists. It defines what we do and how we
do it. It is the single shared belief of our
entire team. Richard Sheridan, Joy, Inc.
How We Built a Workplace People Love
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Training Investment 1!
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6/2/3 It takes Jerry Seinfeld SIX MONTHS to
develop TWO or THREE MINUTES of new material
(documentary Comedian)
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In the Army, 3-star generals worry about
training. In most businesses, it's a ho-hum
mid-level staff function.
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Is your CTO/Chief Training Officer your top paid
C-level job (other than CEO/COO)? If not, why
not? Are your top trainers paid as much as your
top marketers and engineers? If not, why not? Are
your training courses so good they make you
giggle and tingle? If not, why not? Randomly stop
an employee in the hall Can she/he meticulously
describe her/his development plan for the next 12
months? If not, why not? Why is your world of
business any different than the (competitive)
world of rugby, football, opera, theater, the
military? If people/talent first and
hyper-intense continuous training are laughably
obviously for them, why not you?
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Is your CTO/Chief Training Officer your top paid
C-level job (other than CEO/COO)? If not, why
not? Are your top trainers paid as much as your
top marketers and engineers? If not, why not? Are
your training courses so good they make you
giggle and tingle? If not, why not? Randomly
stop an employee in the hall Can she/he
meticulously describe her/his development plan
for the next 12 months? If not, why not? Why is
your world of business any different than the
(competitive) world of rugby, football, opera,
theater, the military? If people/talent first
and hyper-intense continuous training are
laughably obviously for them, why not you?
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Boss RPD Your (boss) job is safer if every one
of your team members is committed to RPD/Radical
Personal Development. Actively support one and
all!
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Gamblin Man Bet 1 gtgt 5
of 10 CEOs see training as expense rather than
investment. Bet 2 gtgt 5 of 10 CEOs see training
as defense rather than offense. Bet 3 gtgt 5 of
10 CEOs see training as necessary evil rather
than strategic opportunity.
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Bet 4 gtgt 8 of 10 CEOs, in 45-min tour
dhorizon of their biz, would NOT mention
training.
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What is the best reason to go bananas over
training? GREED. (It pays off.) (NB Training
should be an official part of the RD budget and
a capital expense.)
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Training 1 Bottom Line NOBODY gets off the
hook! Training Development Maniac applies as
much to the leader of the 4-person business as to
the chief of the 44,444-person business.
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The topic is probably the oldest and biggest
debate in Customer service. What is more
important How well you hire, or the training and
culture you bring your employees into? While both
are very important, 75 percent is the Customer
service training and the service culture of your
company. Do you really think that Disney has
found 50,000 amazing service-minded people? There
probably arent 50,000 people on earth who were
born to serve. Companies like Ritz-Carlton and
Disney find good people and put them in such a
strong service and training environment that
doesnt allow for accept anything less than
excellence. John DiJulius, The Customer
Service Revolution Overthrow Conventional
Business, Inspire Employees, and Change the World
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Only businesses built on the premise that
employee and Customer loyalty are their strongest
assets are the ones that thrive and emerge as
market leaders for the long term. These
businesses realize that Customer service training
is an investment, not an expense. John
DiJulius, The Customer Service Revolution
Overthrow Conventional Business, Inspire
Employees, and Change the World
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Hiring
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Its simple, really, Tom. Hire for ?s, and,
above all, promote for ?s. Starbucks
regional manager, on why so many smiles at
Starbucks shops
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Observed closely The use of I or We during
a job interview. Source Leonard Berry Kent
Seltman, chapter 6, Hiring for Values,
Management Lessons From Mayo Clinic
63
Andrew Carnegies Tombstone Inscription Here
lies a manWho knew how to enlistIn his
serviceBetter men than himself.Source Peter
Drucker, The Practice of Management
64
Asked for the most important attribute that an
ideal Honda applicant should have, Honda noted
that he preferred people who had been in
trouble. Honda believed genius arose from
idiosyncrasy, Non-conformity is essential, he
told his workers. Source Jeffrey Rothfeder,
Driving Honda Inside the Worlds Most
Innovative Car Company
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Quiet
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The next time you see a person with a composed
face and a soft voice, remember that inside her
mind she might be solving an equation, composing
a sonnet, designing a hat. She might, that is, be
deploying the power of quiet. Susan Cain,
Quiet The Power of Introverts in a World That
Cant Stop Talking
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2/Year Legacy
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Promotion Decisionslife and death
decisionsSource Peter Drucker, The Practice
of Management
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A man should never be promoted to a
managerial position if his vision focuses on
peoples weaknesses rather than on their
strengths. Peter Drucker, The Practice of
Management
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Evaluation
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EVALUATING PEOPLE 1 DIFFERENTIATORSource
Jack Welch, now Jeff Immelt on GEs top
strategic skill (!!!!)
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Self-Evaluation
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Being aware of yourself and how you affect
everyone around you is what distinguishes a
superior leader. Edie Seashore (strategy
business 45)
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"Everyone thinks of changing the world, but no
one thinks of changing himself." Leo Tolstoy
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1st-Line Bosses (Cadre of) Productivity
Asset 1!
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If the regimental commander lost most of his 2nd
lieutenants and 1st lieutenants and captains and
majors, it would be a tragedy. If he lost his
sergeants it would be a catastrophe. The Army and
the Navy are fully aware that success on the
battlefield is dependent to an extraordinary
degree on its Sergeants and Chief Petty Officers.
Does industry have the same awareness?
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People leave managers not companies. Dave
Wheeler
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Employee retention satisfaction productivity
Overwhelmingly based on the first-line
manager!Source Marcus Buckingham Curt
Coffman, First, Break All the Rules What the
Worlds Greatest Managers Do Differently
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Is there ONE secret to productivity and
employee satisfaction? YES! The Quality of
your FULL CADRE of 1st-line Leaders.
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WOMEN RULE!
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Research suggests that to succeed, start by
promoting women. Nicholas Kristof, Twitter,
Women, and Power, NYTimes In my experience,
women make much better executives than men.
Kip Tindell, CEO, Container Store
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AS LEADERS, WOMEN RULE New Studies find that
female managers outshine their male counterparts
in almost every measure TITLE/ Special
Report/ BusinessWeek
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From Dan Rockwell/Leadership Freak/0924.14 In
my experience, women make much better executives
than men, says Kip Tindell author of the
forthcoming UNCONTAINABLE and CEO of The
Container Store. Four areas women are especially
better Communication. Listening. Collaboration.
Teamwork. Seven other areas women are better
Taking initiative. Self-development. Integrity.
Drive. Developing others. Inspiring. Building
relationships.
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For One (BIG) Thing McKinsey Company found
that the international companies with more women
on their corporate boards far outperformed the
average company in return on equity and other
measures. Operating profit was 56
higher. Source Nicholas Kristof, Twitter,
Women, and Power, NYTimes, 1024.13
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THE MORAL IMPERATIVEPEOPLE DEVELOPMENT
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CORPORATE MANDATE 1 2014 Your principal moral
obligation as a leader is to develop the
skillset, soft and hard, of every one of the
people in your charge (temporary as well as
semi-permanent) to the maximum extent of your
abilities. The good news This is also the 1
mid- to long-term profit maximization
strategy!
87
In Good Business, Mihaly Csikszentmihalyi argues
persuasively that business has become the center
of society. As such, an obligation to community
is front center. Business as societal bedrock,
has the RESPONSIBILITY to increase the SUM OF
HUMAN WELL-BEING. Business is NOT "part of the
community." In terms of how adults collectively
spend their waking hours BUSINESS IS THE
COMMUNITY. And should act accordingly. The
(REALLY) good news Community mindedness is a
great way (THE best way?) to have
spirited/committed/ customer-centric work
forceand, ultimately, increase (maximize?)
profitability!
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The role of the Director is to create a space
where the actors and actresses can become more
than theyve ever been before, more than theyve
dreamed of being. Robert Altman, Oscar
acceptance speech
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Context 1,000,000
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China/Foxconn 1,000,000 robots/next 3
years Source Race AGAINST the Machine, Erik
Brynjolfsson and Andrew McAfee
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Since 1996, manufacturing employment in China
itself has actually fallen by an estimated 25
percent. Thats over 30,000,000 fewer Chinese
workers in that sector, even while output soared
by 70 percent. Its not that American workers
AND Japanese workers are being replaced by
Chinese workers. Its that both American and
Chinese workers are being made more efficient
replaced by automation. Erik Brynjolfsson
and Andrew McAfee, The Second Machine Age Work,
Progress, and Prosperity in a time of Brilliant
Technologies
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Meet Your Next Surgeon Dr. Robot Source
Feature/Fortune/15 JAN 2013/on Intuitive
Surgicals da Vinci /multiple bypass
heart-surgery robot
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The intellectual talents of highly trained
professionals are no more protected from
automation than is the drivers left turn.
Nicholas Carr, The Glass Cage Automation and
Us
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Lets Welcome Our Newest Board Member Just
like other members of the board, the algorithm
gets to vote on whether the firm makes an
investment in a specific company or not. The
program will be the sixth member of DKV's board.
Business Insider, 13 May 2014 A Hong Kong VC
fund has just appointed an algorithm to its
board.
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Human level capability has not turned out to be
a special stopping point from an engineering
perspective. . Source Illah Reza
Nourbakhsh, Professor of Robotics, Carnegie
Mellon, Robot Futures
96
The root of our problem is not that were in a
Great Recession or a Great Stagnation, but
rather that we are in the early throes of a
Great Restructuring. Our technologies are racing
ahead, but our skills and organizations are
lagging behind. Source Race AGAINST the
Machine, Erik Brynjolfsson and Andrew McAfee
97
The New Logic Scale w/o EmploymentKodak
1988/145,000 employees 2012/bankruptInstagram
30,000,000 customers/13 employees(WhatsApp
450,000,000 customers/ 55 employees/Valued _at_
19,000,000,000)Source Robert Reichs
Blog/0317.15
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Software is eating the world. Marc Andreessen
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SENSOR PILLS Proteus Digital Health is one of
several pioneers in sensor-based health
technology. They make a silicon chip the size of
a grain of sand that is embedded into a safely
digested pill that is swallowed. When the chip
mixes with stomach acids, the processor is
powered by the bodys electricity and transmits
data to a patch worn on the skin. That patch, in
turn, transmits data via Bluetooth to a mobile
app, which then transmits the data to a central
database where a health technician can verify if
a patient has taken her or his medications.
This is a bigger deal than it may seem. In
2012, it was estimated that people not taking
their prescribed medications cost 258 BILLION in
emergency room visits, hospitalization, and
doctor visits. An average of 130,000 Americans
die each year because they dont follow their
prescription regimens closely enough.. (The FDA
approved placebo testing in April 2012 sensor
pills are ticketed to come to market in 2015 or
2016.) Source Robert Scoble and Shel Israel,
Age of Context Mobile, Sensors, Data and the
Future of Privacy
100
IoT/The Internet of Things IoE/The Internet of
Everything M2M/Machine-to-Machine Ubiquitous
computing Embedded computing Pervasive
computing Industrial Internet Etc.
More Than 50 BILLION connected devices by
2020 Ericsson Estimated 212 BILLION connected
devices by 2020IDC By 2025 IoT could be
applicable to 82 TRILLION of output or
approximately one half the global economyGE
(The WAGs to end all WAGs!)
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INNOVATION
102
1/48
103
Lesson48 WTTMSW
104
WHOEVER TRIES THE MOST STUFF WINS
105
Excellence82 The Bedrock Eight Basics 1.
A Bias for Action 2. Close to the Customer 3.
Autonomy and Entrepreneurship 4. Productivity
Through People 5. Hands On, Value-Driven 6. Stick
to the Knitting 7. Simple Form, Lean Staff 8.
Simultaneous Loose-Tight Properties
106
READY.FIRE!AIM.H. Ross Perot (vs Aim! Aim!
Aim! /EDS vs GM/1985)
107
WE HAVE A STRATEGIC PLAN. ITS CALLED DOING
THINGS. Herb KelleherDONT PLAN. DO
STUFF.David Kelley/IDEO
108
EXPERIMENT FEARLESSLYSource BusinessWeek,
Type A Organization Strategies How to Hit a
Moving TargetTactic 1RELENTLESS TRIAL AND
ERROR Source Wall Street Journal, cornerstone
of effective approach to rebalancing company
portfolios in the face of changing and uncertain
global economic conditions (11.08.10)
109
We made mistakes, of course. Most of them were
omissions we didnt think of when we initially
wrote the software. We fixed them by doing it
over and over, again and again. We do the same
today. While our competitors are still sucking
their thumbs trying to make the design perfect,
were already on prototype version 5. By the
time our rivals are ready with wires and screws,
we are on version 10. It gets back to planning
versus acting We act from day one others plan
how to planfor months. Bloomberg by
Bloomberg
110
FAIL. FORWARD. FAST.High Tech CEO,
Pennsylvania
111
Fail faster. Succeed Sooner.David
Kelley/IDEO
112
Success, Honda said, can only be achieved
through repeated failure and introspection.
Success represents one percent of your work,
which results only from the ninety-nine percent
that is called failure. Jeffrey Rothfeder,
Driving Honda Inside the Worlds Most
Innovative Car Company
113
Ideas Economy CAN YOUR BUSINESS FAIL FAST ENOUGH
TO SUCCEED? Source ad for Economist
Conference/0328.13/Berkeley CA (caps are
Economist)
114
The secret of fast progress is inefficiency,
fast and furious and numerous failures.Kevin
Kelly
115
The essence of capitalism is encouraging
failure, not rewarding success. Nassim Nicholas
Taleb/Reason TV/0124.13
116
It is not enough to tolerate failureyou must
celebrate failure. Richard Farson (Whoever
Makes the Most Mistakes Wins)
117
We Are What We EatWe Are Who We Hang Out With
118
Diversity It is hardly possible to overrate the
value of placing human beings in contact with
persons dis-similar to themselves, and with modes
of thought and action unlike those with which
they are familiar. Such communication has always
been, and is peculiarly in the present age, one
of the primary sources of progress. John Stuart
Mill
119
You will become like the five people you
associate with the mostthis can be either a
blessing or a curse. Billy Cox
120
The We are what we eat/ We are who we hang
out with Axiom At its core, every (!!!)
relationship-partnership decision (employee,
vendor, customer, etc., etc.) is a strategic
decision about Innovate, Yes or No
121

• Measure/Manage Portfolio Strangeness/Quality
  
• 1. Customers
• 2. Vendors
• 3. Out-sourcing Partners
• 4. Acquisitions
• 5. Purposeful Theft
• 6. Diversity/diversity
• 7. Diversity/Crowd-sourcing
• Diversity/Weird
• Diversity/Curiosity
• 10. Benchmarks
• 11. Calendar
• 12. MBWA
• 13. Lunch/General
• 14. Lunch/Other functions
• 15. Location/Internal
• 16. Location/HQ
• 17. Top team

122
The Billion-man Research Team Companies
offering work to online communities are reaping
the benefits of crowdsourcing. Headline, FT
123
Whos the most interesting person youve met in
the last 90 days? How do I get in touch with
them? Fred Smith
124
Ouch!The Bottleneck
125
The Bottleneck is at the Where are you
likely to find people with the least diversity of
experience, the largest investment in the past,
and the greatest reverence for industry dogma
Top of the Bottle Gary Hamel/Harvard
Business Review
126
WE ARE THE COMPANY WE KEEP! MANAGE IT!
127
Innovate or Die Measure It!
128
Innovation Index How many of your Top 5
Strategic Initiatives/Key Projects score 8 or
higher (out of 10) on a Weird/Profound/
Wow/Game-changer Scale? (At least 3???)
129
Innovation Index Move every project (definition)
2 notches up on the WOWification Scale THIS
WEEK.
130
Innovate or Die Ubiquitous!
131
Iron Innovation Equality Law The quality and
quantity and imaginativeness of innovation shall
be the same in all functions e.g., in HR and
purchasing as much as in marketing or product
development.
132
VALUE-ADDED STRATEGIES
133
TGRs8/80
134
Customers describing their service experience as
superior 8 Companies describing the service
experience they provide as superior
80 Source Bain Company survey of 362
companies, reported in John DiJulius, What's the
Secret to Providing a World-class Customer
Experience?
135
Conveyance Kingfisher Air Location Approach to
New Delhi
136
May I clean your glasses, sir?
137
It BEGINS (and ENDS) in the
138
PARKING LOTDisney
139
ltTGWand gtTGR(Things Gone WRONG-Things
Gone RIGHT)
140
Experiences are as distinct from services as
services are from goods. Joe Pine Jim
Gilmore, The Experience Economy Work Is Theatre
Every Business a Stage
141
CXOChief eXperience Officer
142
TGRs 3 Minutes
143
I regard apologizing as the most magical,
healing, restorative gesture human beings can
make. It is the centerpiece of my work with
executives who want to get better. Marshall
Goldsmith, What Got You Here Wont Get You
There How Successful People Become Even More
Successful.
144
Relationships (of all varieties) THERE ONCE WAS
A TIME WHEN A THREE-MINUTE PHONE CALL WOULD HAVE
AVOIDED SETTING OFF THE DOWNWARD SPIRAL THAT
RESULTED IN A COMPLETE RUPTURE. Divorce, loss
of a BILLION aircraft sale, etc., etc.

145
THE PROBLEM IS RARELY/NEVER THE PROBLEM. THE
RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING
THE REAL PROBLEM. (OPPORTUNITY).

146
TGRsLBTsLittle BIG Things
147
Bag sizes New markets B Source
PepsiCo
148
Big carts 1.5X Source Walmart
149
2X When Friedman slightly curved the right
angle of an entrance corridor to one property, he
was amazed at the magnitude of change in
pedestrians behaviorthe percentage who entered
increased from one-third to nearly two-thirds.
Natasha Dow Schull, Addiction By Design
Machine Gambling in Las Vegas
150
Machine Gambling Pleasing odor 1 vs.
pleasing odor 2 45 revenue Source
Effects of Ambient Odors on Slot-Machine Useage
in Las Vegas Casinos, reported in Natasha Dow
Schull, Addiction By Design Machine Gambling in
Las Vegas (66 revenue, 85 profit)
151
(1) AMENABLE TO RAPID EXPERIMENTATION/FAI
LURE FREE (NO BAD PR, NO ) (2)
QUICK TO IMPLEMENT/QUICK TO ROLL OUT (3)
INEXPENSIVE TO IMPLEMENT/ ROLL OUT (4)
HUGE MULTIPLIER (5) AN ATTITUDE (6) DOES NOT BY
AND LARGE REQUIRE A POWER POSITION FROM
WHICH TO LAUNCH EXPERIMENTS.
152
Social Business/ Customer Engagement
153
Customer engagement is moving from relatively
isolated market transactions to deeply connected
and sustained social relationships. This basic
change in how we do business will make an impact
on just about everything we do. Social Business
By Design Transformative Social Media
Strategies For the Connected Company Dion
Hinchcliffe Peter Kim
154
Welcome to the Age of Social Media It takes 20
years to build a reputation and five minutes to
ruin it. Also, the Internet and technology have
made customers more demanding., and they expect
information, answers, products, responses, and
resolutions sooner than ASAP. John DiJulius,
The Customer Service Revolution Overthrow
Conventional Business, Inspire Employees, and
Change the World
155
Welcome to the Age of Social Media What used to
be word of mouth is now word of mouse. You
are either creating brand ambassadors or brand
terrorists doing brand assassination. John
DiJulius, The Customer Service Revolution
Overthrow Conventional Business, Inspire
Employees, and Change the World
156
Welcome to the Age of Social Media The customer
is in complete control of communication. John
DiJulius, The Customer Service Revolution
Overthrow Conventional Business, Inspire
Employees, and Change the World
157
Amy Howell social marketer extraordinaire,
founder of Howell Marketing ignites epidemics.
In a good way, of course. Epidemics of
excitement. Epidemics of business connections.
Epidemics of influence. Mark Schaeffer,
ROI/Return on Influence The Revolutionary Power
of Klout, Social Scoring, and Influence Marketing
158
I would rather engage in a Twitter
conversation with a single customer I than see
our company attempt to attract the attention of
millions in a coveted Super Bowl commercial. Why?
Because having people discuss your brand directly
with you, actually connecting one-to-one, is far
more valuablenot to mention far cheaper!.
Consumers want to discuss what they like, the
companies they support, and the organizations and
leaders they resent. They want a community. They
want to be heard. If we engage employees,
customers, and prospective customers in
meaningful dialogue about their lives,
challenges, interests, and concerns, we can build
a community of trust, loyalty, andpossibly over
timehelp them become advocates and champions for
the brand. Peter Aceto, CEO, Tangerine (from
the Foreword to A World Gone Social How
Companies Must Adapt to Survive, by Ted Coine
Mark Babbit)
159
Caesars Entertainment have bet their future on
harvesting personal data rather than developing
the fanciest properties. Adam Tanner, What
Stays in Vegas The World of Personal
DataLifeblood of Big Businessand the End of
Privacy as We Know it
160
DESIGN!
161
Design Rules!APPLE market cap gt Exxon
Mobil August 2011
162
You know a design is good when you want to lick
it. Steve Jobs Source Design Intelligence
Made Visible, Stephen Bayley Terence Conran
163
Design is treated like a religion at BMW.
Fortune
164
Hypothesis DESIGN is the principal difference
between love and hate!Not like and
dislike
165
Design is NEVER neutral.
166
Ann Landers as management guru/ three criteria
for products, projects, a communication, etc.
Good. True. Helpful.
167
Dieter Rams on a well-designed new object
Innovative, useful, aesthetic, understandable,
unobtrusive, honest, long-lasting, thorough,
environmentally friendly and feature as little
design as possible. Ian Parker, New Yorker, 23
March 2015, on Jony Ives
168
Apple design Huge degree of care. Ian
Parker, New Yorker, 23 March 2015, on Jony Ives
169
Typically, design is a vertical stripe in the
chain of events in a products delivery. At
Apple, its a long, horizontal stripe, where
design is part of every conversation. Robert
Brunner, former Apple design chief
170
Designers are people who think with their
hearts. James, age 10I would like to be a
designer because you could make things that would
help people. Jade, age 10 If there was no
design, there would be nothing to do, and nothing
would progress or get better. The world would
fall apart. Anna, age 11My favourite design
is the Nike tick because it makes me feel
confidenteven though I am not so good at
sports. Raoul, age 11Source Insights,
definitions of Design, the Design Council (UK)
171
CDOChief Design Officer
172
First Steps Beauty Contest!

• 1. Select one form/document invoice, airbill,
  sick leave policy, customer returns claim form.
• Rate the selected doc on a scale of 1 to 10 (1
  Bureaucratica Obscuranta/Sucks 10 Work of Art)
  on four dimensions Beauty. Grace.
• Clarity. Simplicity.
• 3. Re-invent!
• Repeat, with a new selection,
• every 15 working days.

173
Women BUY (Everything)!
174
Forget CHINA, INDIA and the INTERNET Economic
Growth Is Driven by WOMEN. Source Headline,
Economist
175

• W gt 2X (C I)
• Women now drive the global economy. Globally,
  they control about 20 trillion in consumer
  spending, and that figure could climb as high as
  28 trillion in the next five years. Their 13
  trillion in total yearly earnings could reach 18
  trillion in the same period. In aggregate, women
  represent a growth market bigger than China and
  India combinedmore than twice as big in fact.
  Given those numbers, it would be foolish to
  ignore or underestimate the female consumer. And
  yet many companies do just thateven ones that
  are confidant that they have a winning strategy
  when it comes to women. Consider Dells
• Source Michael Silverstein and Kate Sayre, The
  Female Economy, HBR, 09.09

176
Women are THE majority market Fara
Warner/The Power of the Purse
177
The MOST SIGNIFICANT VARIABLE in EVERY sales
situation is the GENDER of the buyer, and more
importantly, how the salesperson communicates to
the buyers gender. Jeffery Tobias Halter,
Selling to Men, Selling to Women
178
The Perfect Answer
Jill and Jack buy slacks in black
179
(No Transcript)
180
Sales/After-sales Process 1.    Kick-off 
Women 2.    Research Women 3.    Purchase 
Men 4.    Ownership Women 5.    Word-of-mouth
Women Source Martha Barletta, Marketing to
Women How to Increase Your Share of the Worlds
Largest Market
181
The (ENORMOUS) Services Added Opportunity
182
Rolls-Royce now earns more from tasks such as
managing clients overall procurement strategies
and maintaining aerospace engines it sells than
it does from making them. Economist
183
IBMtoIBM
184
UPS to UPS
185
Era 1/Obvious Value Our it works, is
delivered on time (Close)Era 2/Augmented
Value How our it can add valuea useful it
(Solve)Era 3/Complex Value Networks How
our system can change you and deliver BUSINESS
ADVANTAGE (Culture-Strategic change)Source
Jeff Thull, The Prime Solution Close the Value
Gap, Increase Margins, and Win the Complex Sale
186
-1/1/2
187
SP 500 1/-1 Every 2 weeks! Source
Richard Foster (via Rita McGrath/HBR/12.26.13
188
I am often asked by would-be entrepreneurs
seeking escape from life within huge corporate
structures, How do I build a small firm for
myself? The answer seems obvious Source
Paul Ormerod, Why Most Things Fail Evolution,
Extinction and Economics
189
Data drawn from the real world attest to a fact
that is beyond our control EVERYTHING IN
EXISTENCE TENDS TO DETERIORATE. Norberto
Odebrecht, Education Through Work
190
AND THE WINNERS ARENT/ARE
191
The Magnificent Monsters of Motueka (et al.)
192
THE RED CARPET STORE (Joel Resnick/Flemington NJ)
193
Basement Systems Inc. (Larry Janesky/Seymour
CT)Dry Basement Science (100,000
copies!)1990 0 2003 13M 2010
80,000,000
194
The Magicians of Motueka (PLUS)! W.A. Coppins
Ltd. (Coppins Sea Anchors/ PSA/para sea
anchors) Textiles, 1898 thrive on wicked
problems e.g., U.S. Navy STLVAST (Small To
Large Vehicle At Sea Transfer) custom fabric
from W. Wiggins Ltd./Wellington (specialty
nylon, Dyneema, from DSM/Netherlands)
195
Retail Superstars Inside the 25 Best Independent
Stores in America by George Whalin
196
JUNGLE JIMS INTERNATIONAL MARKET, FAIRFIELD,
OH An adventure in shoppertainment, begins
in the parking lot and goes on to 1,600 cheeses
and 1,400 varieties of hot saucenot to mention
12,000 wines priced from 8-8,000 a bottle
all this is brought to you by 4,000 vendors.
Customers from every corner of the
globe. BRONNERS CHRISTMAS WONDERLAND,
FRANKENMUTH, MI, POP 5,000 98,000-square-foot
shop features 6,000 Christmas ornaments,
50,000 trims, and anything else you can name
pertaining to Christmas.
197
BE THE BEST. ITS THE ONLY MARKET THATS NOT
CROWDED. From Retail Superstars Inside the 25
Best Independent Stores in America, George Whalin
198
I love Middle-sized Niche- Micro-niche
Dominators! "Own" a niche through
EXCELLENCE! (Writ large Germanys MITTELSTAND)
199
Michael Raynor and Mumtaz Ahmed THE THREE
RULES How Exceptional Companies Think 1.
Better before cheaper. 2. Revenue before cost. 3.
There are no other rules. (From a database of
over 25,000 companies from hundreds of industries
covering 45 years, they uncovered 344 companies
that qualified as statistically
exceptional.) Jeff Colvin, Fortune The
Economy Is Scary But Smart Companies Can
Dominate They manage for valuenot for
EPS. They keep developing human capital. They get
radically customer-centric.
200
Commodity is a state of mind. ANYTHING can be
DRAMATICALLY differentiated.
201
Entrepreneurs and Businesspersons All
202
WHITE-COLLAR SURVIVAL STRATEGY 1 Department as
Smallish/Entrepreneurial BUSINESS E.g.
Training Inc., a 14-person unit in a 50-person
HR department in a 200M business unit in a 3B
corporationaiming for Excellence WOW! PSF/
Professional Service Firm (See my Professional
Service Firm 50 Fifty Ways to Transform Your
Department Into A Professional Service Firm
Whose Trademarks Are Passion and Innovation.)
203
The Professional Service Firm50 Fifty Ways to
Transform Your Department into a Professional
Service Firm Whose Trademarks are Passion and
Innovation!
204
Muhammad Yunus All human beings are
entrepreneurs. When we were in the caves we were
all self-employed . . . finding our food, feeding
ourselves. Thats where human history began . . .
As civilization came we suppressed it. We became
labor because they stamped us, You are labor.
We forgot that we are entrepreneurs.
Muhammad Yunus, Nobel Laureate/The News
Hour/PBS/1122.2006
205
Distinct or extinct!
206
The average age of a startup founder is 40. And
high-growth startups are nearly twice as likely
to be launched by people over 55 as by people
20-34. Vivek Wadhwa, Kauffman foundation
(Time/0325.13)
207
The growth and success of women-owned businesses
is one of the most profound changes taking place
in the business world today. Margaret
Heffernan, How She Does It
208
LEADERSHIP
209
25/50
210
25
211
Im always stopping by our stores at least 25
a week. Im also in other places Home Depot,
Whole Foods, Crate Barrel. I try to be a sponge
to pick up as much as I can. Howard
SchultzSource Fortune, Secrets of Greatness
212
MBWA
213
ManagingBy WanderingAround
214
50
215
Most managers spend a great deal of time
thinking about what they plan to do, but
relatively little time thinking about what they
plan not to do. As a result, they become so
caught up in fighting the fires of the moment
that they cannot really attend to the long-term
threats and risks facing the organization. So the
first soft skill of leadership the hard way is to
cultivate the perspective of Marcus Aurelius
avoid busyness, free up your time, stay focused
on what really matters. Let me put it bluntly
every leader should routinely keep a substantial
portion of his or her timeI would say as much as
50 percentunscheduled. Only when you have
substantial slop in your scheduleunscheduled
timewill you have the space to reflect on what
you are doing, learn from experience, and recover
from your inevitable mistakes. Leaders without
such free time end up tackling issues only when
there is an immediate or visible problem.
Managers typical response to my argument about
free time is, Thats all well and good, but
there are things I have to do. Yet we waste so
much time in unproductive activityit takes an
enormous effort on the part of the leader to keep
free time for the truly important things.
Dov Frohman ( Robert Howard), Leadership The
Hard Way Why Leadership Cant Be Taught And How
You Can Learn It Anyway (Chapter 5, The Soft
Skills Of Hard Leadership)
216
ITS ALWAYS SHOWTIME.
217
ITS ALWAYS SHOWTIME. David DAlessandro,
Career Warfare
218
Nothing is so contagious as enthusiasm.
Samuel Taylor Coleridge
219
I am a dispenser of enthusiasm. Ben Zander,
symphony conductor and management guru
220
A leader is a dealer in hope. Napoleon
221
4, 8, 12
222
The 4 most important words in any organization
are
223
THE FOUR MOST IMPORTANT WORDS IN ANY
ORGANIZATION ARE WHAT DO YOU THINK?
Source courtesy Dave Wheeler, posted at
tompeters.com
224
MBWA 8 Change the World With EIGHT WordsWhat
do you think?How can I help?Dave
Wheeler What are the four most important words
in the boss lexicon?Boss as CHRO/Chief
Hurdle Removal Officer

225
Are you a full-fledged professional when it
comes to helping?
226
MBWA 12 Change the World With TWELVE
WordsWhat do you think?How can I help?What
have you learned?Dave Wheeler What
are the four most important words in the boss
lexicon?Boss as CHRO/Chief Hurdle Removal
Officer Wha
t (new thing) have you learned (in the last 24
hours)?
227
Acknowledgement!
228
Acknowledgement!
229
The deepest urge in human nature is the desire
to be important. John Dewey(In Dale Carnegie,
How to Win Friends and Influence People (The BIG
Secret of Dealing With People)
230
"Appreciative words are the most powerful force
for good on earth. George W. Crane, physician,
columnist The two most powerful things in
existence a kind word and a thoughtful
gesture. Ken Langone, co-founder, Home Depot
231
Acknowledge perhaps the most powerful word
(and idea) in the English languageand managers
tool kit!
232
Employees who don't feel significant rarely make
significant contributions. Mark Sanborn
233
People want to be part of something larger than
themselves. They want to be part of something
theyre really proud of, that theyll fight for,
sacrifice for, trust. Howard Schultz,
Starbucks
234
1
235
If there is any ONE secret to effectiveness,
it is concentration. Effective executives do
first things first and they do ONE thing at a
time. Peter Drucker
236
You Your calendarThe calendar NEVER lies.
237
Dennis, you need a TO-DONT List !
238
Meetings ROCK! (Make that SHOULD Rock)
239
Bitch all you want, but meetings are what you
(boss/leader) do!
240
Meetings are 1 thing bosses do. Therefore, 100
of those meetings EXCELLENCE. ENTHUSIASM.
ENGAGEMENT. LEARNING. TEMPO. WORK-OF-ART. DAMN
IT.
241
1 CEO Failing?
242
If I had to pick one failing of CEOs, its
that Co-founder of one of the largest
investment services firms in the USA/world
243
If I had to pick one failing of CEOs, its that
they dont read enough.
244
18
245
The doctor interrupts after Source
Jerome Groopman, How Doctors Think
246
18
247
18 seconds!
248
(An obsession with) Listening is ... the ultimate
mark
of Respect. Listening is ... the
heart and soul of Engagement. Listening is ...
the heart and soul of Kindness. Listening is ...
the heart and soul of Thoughtfulness. Listening
is ... the basis for true Collaboration. Listening
is ... the basis for true Partnership. Listening
is ... a Team Sport. Listening is ... a
Developable Individual Skill. (Though women
are far better at it
than men.) Listening is ... the basis for
Community. Listening is ... the bedrock of Joint
Ventures that work. Listening is ... the bedrock
of Joint Ventures that grow. Listening is ... the
core of effective Cross-functional
Communication (Which is in turn
Attribute 1 of
organization effectiveness.) (cont.)
249
Suggested Core Value 1 We are Effective
Listenerswe treat Listening EXCELLENCE as the
Centerpiece of our Commitment to Respect and
Engagement and Community and Growth.
250
LISTEN PROFESSION STUDY PRACTICE
EVALUATION ENTERPRISE VALUE
251
Hard is Soft. Soft is Hard.
252
100
253
Leaders Communications failure
254
100Your fault!
255
0/800
256
Normal 0 for 800 There are ZERO
normal people in the history books.
257
We are crazy. We should do something when
people say it is crazy. If people say something
is good, it means someone else is already doing
it. Hajime Mitarai, CEO, Canon
258
INSANELY GREATSTEVE JOBSRADICALLY
THRILLING BMWASTONISH ME SERGEI DIAGHLEV,
TO A LEAD DANCERBUILD SOMETHING GREAT
HIROSHI YAMAUCHI, NINTENDO, TO A SENIOR GAME
DESIGNER MAKE IT IMMORTAL DAVID OGILVY, TO
A COPYWRITER.
259
Let us create such a building that future
generations will take us for lunatics. the
church hierarchs at Seville, on a prospective
cathedral
260
If things seem under control, youre just not
going fast enough. Mario Andretti, race
driver Im not comfortable unless Im
uncomfortable. Jay Chiat If it works, its
obsolete. Marshall McLuhan
261
!
262
(No Transcript)
263
Appendix The 34 BFOs BFO/Blinding Flash of the
Obvious
264
This Is the (OBVIOUS) Stuff I Care About. This
Is the (OBVIOUS) Stuff, the Absence of Which
Sends Me Into a BLIND RAGE. Tom Peters/14
May 2014
265
NOTE In 1985, I gave a 2-day seminar to YPO
members in Manhattan. As we moved to close, I
asked for feedback. Early on, a chap by the name
of Manny Garcia got up to speakManny, who became
a pal, was one of Burger Kings top franchisees.
He began, I really didnt hear anything new in
the two daysyou could have heard my sharp
intake of breath from the back row. He continued,
Id add that this was probably the best seminar
Ive attended in my many years in business. Huh?
Id call it a BLINDING FLASH OF THE OBVIOUS.
We KNOW all these thingsbut time and again we
fail to relentlessly practice them. In
retrospect, I consider Mannys feedback to be the
best Ive ever gotten. There will be
GUARANTEED nothing new in the slides in this
set. We know putting people REALLY first
translates into mid- to long-term growth and
maximized profitability. SO WHY DONT WE DO IT?
We know GREAT TRAINING pays for itself 100
times overin business just much as in sports and
the arts. SO WHY DONT WE DO IT? We know a simple
THANK YOU is the greatest of all motivators. SO
WHY DONT WE DO IT? And onand onit goes.
Frankly, I am in a rotten mood. If I was
preaching rocket science, and people didnt get
it, thatd be one thing. But each point in this
section amounts to, beyond doubt, a, yes
BLINDING FLASH OF THE OBVIOUS. Damn it! Lets
get a move on! It is indeed obvious, then NO
EXCUSES!
266
The 34 BFOs Blinding Flash(es) of the
Obvious
267
BFO 1 If you (RELIGIOUSLY) help people EVERY
SINGLE PERSON, JUNIOR OR SENIOR, LIFER OR
TEMPgrow and reach/exceed their perceived
potential, then they in turn will bust their
individual and collective butts to create great
experiences for Clientsand the bottom line
will get fatter and fatter and fatter. (ANYBODY
LISTENING?) (PEOPLE FIRST MAXIMIZED
PROFITABILITY. PERIOD.) (ANYBODY LISTENING?)
(FYI People FIRST message 10X more urgent than
ever in the high-engagement AGE OF SOCIAL
BUSINESS.)
268
BFO 2 ENABLING ALL HANDS GROWTH/ PERSONAL
DEVELOPMENT IS LEADER DUTY 1. (And ALL good
things flow there from.)
269
BFO 3 The CTO/Chief Training Officer should
(MUST! ) be on a par with the CFO/CMO. TRAINING
INVESTMENT 1. (8 of 10 CEOs see training as
an expense, not an investment/prime asset
booster.) ( Our training courses are so good
they make me want to giggle. Our trainers are
on the same pay scale as our engineers. ) (In a
45-minute tour dhorizon of the enterprise
GUARANTEE 9 of 10 CEOs (10 of 10?) wouldnt
once mention training. THAT DISGRACE.)
270
BFO 4 OUT-READ EM. AGE 17. AGE 77. 2014
READ GROW or wilt. (One financial services
superstar pegs CEO problem 1 They dont read
enough.) STUDENTHOOOD (OBSESSION THEREWITH)
(for ALL of us) FOR LIFE! BFO 5 Organizations
one all exist for ONE reason TO BE OF
SERVICE. PERIOD. (And effective leaders in turn
are SERVANT LEADERS. PERIOD.)
271
BFO 6 The HEART OF THE MATTER (productivity,
quality, service, you name it) is the typically
under-attended FIRST-LINE BOSS. (Your FULL
CADRE of 1st-line bosses is arguably ASSET 1.)
BFO 7 WTTMSW. (Whoever Tries The Most Stuff
Wins.) WTTMSASTMSUTFW. (Whoever Tries The Most
Stuff And Screws The Most Stuff Up The Fastest
Wins.) Practical translation 1 Winning through
the Discipline of QUICK PROTOTYPES. READY. FIRE.
AIM. Winners RELENTLESS EXPERIMENTATION. A
Bias For Action 1 Success Requisite in
1982. A Bias For Action 1 Success Requisite
in 2014.
272
. BFO 8 Fail faster. Succeed sooner. FAIL.
FORWARD. FAST. Fail. Fail again. Fail
better. REWARD excellent failures. PUNISH
mediocre successes. Book/Farson Whoever Makes
The Most Mistakes Wins. We do NOT accept/
tolerate failures. WE CELEBRATE FAILURES. BFO
9 Excellence is NOT an aspiration. Excellence
IS the next 5 minutes. (Or not.)
273
BFO 10 Enabling change Rule 1 Its NOT NOT NOT
about vanquishing (ignorant) foes. Its ALL
ALL ALL about RELENTLESSLY seeking recruiting
nurturing ALLIES. BFO 11 The Gospel of SMALL
WINS. You and your Allies cobble together a
skein of successful trials (small wins)
momentum around this portfolio of demos more
important than any high-investment Big Victory.
(ALLLIES SMALL WINS MOMENTUM UNSTOPPABLE.)
274
BFO 12 Year 220 LUNCHES. WASTE NOT ONE.
Cross-functional SNAFUs 1 problem for most orgs.
Software WILL NOT fix it. ONLY Social
Stuff workse.g., makin pals in other
functions LUNDH Strategy 1. Goal
XFX/Cross-Functional Excellence or die trying.
Requisite DAILY/RELENTLESS ATTENTION
ALL-HANDS-ALL-THE-TIME ENGAGEMENT.
275
BFO 13 In Search of Excellence in 6 words Hard
is soft. Soft is Hard. (E.g., Numbers are the
soft stuffwitness the crash. Solid
relationships/ integrity/trust/teamwork True
hard stuff.) Strategy is important. Systems
are important. CULTURE is MORE IMPORTANT.
(Serious change Tackling the culture.
PERIOD.) (In his autobiography, even Mr.
Analysis, Lou Gerstner, IBM turnaround CEO,
reluctantly acknowledged cultures unequivocal
primacy in the big-change-game.)
276
BFO 14 We Are What We Eat WE ARE WHO WE HANG
OUT WITH. (Hang out with cool and thou shalt
become more cool. Hang out with dull and thou
shalt become more dull.) RELIGIOUSLY-CONSCIOUSLY
MANAGE