NOTE: To appreciate this presentation [and insure that it is not a mess], you need Microsoft fonts: - PowerPoint PPT Presentation

Loading...

PPT – NOTE: To appreciate this presentation [and insure that it is not a mess], you need Microsoft fonts: PowerPoint presentation | free to download - id: 61fab5-MDU3Y



Loading


The Adobe Flash plugin is needed to view this content

Get the plugin now

View by Category
About This Presentation
Title:

NOTE: To appreciate this presentation [and insure that it is not a mess], you need Microsoft fonts:

Description:

Title: The Challenge: To Create More Value in All Negotiations Author: Conflict Management, Inc. Last modified by: Cathy Mosca Created Date: 9/8/1995 1:29:58 PM – PowerPoint PPT presentation

Number of Views:232
Avg rating:3.0/5.0
Slides: 191
Provided by: ConflictMa242
Learn more at: http://tompeters.com
Category:

less

Write a Comment
User Comments (0)
Transcript and Presenter's Notes

Title: NOTE: To appreciate this presentation [and insure that it is not a mess], you need Microsoft fonts:


1
NOTE To appreciate this presentation and
insure that it is not a mess, you need Microsoft
fonts Showcard Gothic, Ravie, Chiller
and Verdana
2
Part 4Tom Peters EXCELLENCE.
ALWAYS.New Master/21 August 2008
3
Slides at tompeters.com
4
Ten PartsP1.1, P1.2, P1.3,
P1.4/GenericP2/LeadershipP3/TalentP4/Value-add
ed LadderP5/New Markets P6/The
EquationsP7.1/ImplementationP7.2/ActionP8/13
Guru GaffesP9/HealthcareP10/The Lists
5
part four
6
EXCELLENCE. VALUE ADDED.UP THE LADDER.
7
Up, Up, Up, Up the Value-added Ladder.
8
EXCELLENCE.VALUE-ADDED LADDER I. SOLVE IT.
9
55B
10
California Closets a whole-life upgrade, not
just a tidy bedroom. WSJ/0329.07, Why the
Container-Store Guy Wants to Be Your Therapist
11
I. LAN Installation Co. (3)II. Geek
Squad. (30.)III. Acquired by BestBuy.IV.
Flagship of BestBuy Wholesale Solutions
Strategy Makeover.
12
Huge Customer Satisfaction versus Customer
Success
13
Results are measured by the success of all
those who have purchased your product or service
Jan Gunnarsson Olle Blohm, The Welcoming Leader
14
He had done nothing to sell me on his business,
yet he had given me the most powerful sales pitch
of my life. Because his sole concern had been my
welfare and the success of my business. Jim
Penman, on learning how to sell (What Will They
Franchise Next? The Story of Jims Group)
15
The Value-added Ladder/ STUFF N THINGSGoods
Raw Materials
16
The Value-added Ladder/Stuff TRANSACTIONSServ
icesGoods Raw Materials
17
The Value-added Ladder/ OPPORTUNITY-SEEKING
Customer Success/ Gamechanging
SolutionsServicesGoods Raw Materials
18
The business of selling is not just about
matching viable solutions to the customers that
require them. Its equally about managing the
change process the customer will need to go
through to implement the solution and achieve the
value promised by the solution. One of the key
differentiators of our position in the market is
our attention to managing change and making
change stick in our customers organization.
(E.g. CRM failure rate/Gartner 70) Jeff
Thull, The Prime Solution Close the Value Gap,
Increase Margins, and Win the Complex Sale
19
The Value-added Ladder/ OPPORTUNITY-SEEKING
Implemented Gamechanging SolutionsServicesGoods
Raw Materials
20
EXCELLENCE.SOLVE IT. NO OPTION.PSF. (PSF)
21
ChicagoHRMAC
22
support function / cost center/ overhead
or
23
Are you Rock Stars of the Age of Talent
24
Department Head to Managing Partner, IS
HR, RD, etc. Inc.
25
Every job done in W.C.W. White Collar World is
also done outside for profit!
26
Core MechanismGame-changing Solutions PSF
(Professional Service Firm model/The
Organizing Principle) Brand You(Distinct or
Extinct/The Talent) Wow! Projects
(Different vs Better/The Work)
27
Series/Reinventing WorkThe
Project 50 Fifty Ways To Transform Every Task
Into A Project That MattersThe Professional
Service Firm 50 Fifty Ways To Transform Your
Department Into A Professional Service Firm
Whose Trademarks Are Passion And InnovationThe
Brand You 50 Fifty Ways To Transform Yourself
From An Employee Into A Brand That Shouts
Distinction, Commitment And Passion
28
Are you the Principal Engine of Value
AddedE.g. Your RD budget as robust as the
New Products team?
29
Agriculture Age (farmers)Industrial Age (factory
workers)Information Age (knowledge
workers)Conceptual Age (creators)Murakami
Teruyasu Age of Creation IntensificationSourc
e Dan Pink, A Whole New Mind
30
The PSF35 Thirty-Five Professional Service
Firm Marks of Excellence
31
The PSF35 The Work The Legacy1.
CRYSTAL CLEAR POINT OF VIEW (E very
Practice Group If you cant explain your
position in eight words or less, you dont
have a positionSeth Godin)2. DRAMATIC
DIFFERENCE (We are the only ones who do what
we doJerry Garcia)3. Stretch Is Routine
(Never bite off less than you can
chewanon.)4. Eye-Appetite for Game-changer
Projects (Excellence at Assembling Best
TeamFast) 5. Playful Clients (Adventurous
folks who unfailingly Aim to Change the
World)6. Small Uneconomic Clients with Big
Aims 7. Life Is Too Short to Work with Jerks
(Fire lousy clients)8. OBSESSED WITH LEGACY
(Practice Group and Individual Dent the
UniverseSteve Jobs)9. Fire-on-the-spot Anyone
Who Says, Law/Architecture/Consulting/
I-banking/ Accounting/PR/Etc. has become a
commodity 10. Consistent with 9 above DO
NOT SHY AWAY FROM THE WORD (IDEA)
RADICAL
32
Pointed Point of View!
33
Purchasing Officer Thrust 1 Cost (at All
Costs) Minimization Professional? Or/to Full
Partner-Leader in Lifetime Value-added
Maximization?(Lopez Arguably Villain 1 in
GM tragedy/Anon VSE-Spain)
34
Fleet ManagerRolling Stock Cost Minimization
Officervs/orChief of Fleet Lifetime Value
Maximization Strategic Supply-chain
Executive Customer Experience Director (via
drivers)
35
HCare CIO Technology Executive (workin in a
hospital) Or/to Full-scale, Accountable (life
or death) Member-Partner of XYZ Hospitals
Senior Healing-Services Team (who happens to be a
techie)
36
Big Idea Corporation as Mega-PSF
(Professional Service Firm) Virtual
Collection of Entrepreneurially-minded
Professionals (Talent/Roster)
Creating/Applying Intellectual Capital (Work
Product)
37
Are you the Principal Engine of Value
AddedE.g. Your RD budget as robust as the
New Products team?
38
Up, Up, Up, Up the Value-added Ladder.
39
EXCELLENCE.VALUE-ADDED LADDER II. EXPERIENCE
IT.
40
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
41
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
42
Warren Goes Shopping
43
Q Why did you buy Jordans Furniture?A
Jordans is spectacular. Its all
showmanship.Source Warren Buffet
interview/Boston Sunday Globe/12.05.04
44
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
45
The Value-added Ladder/ MEMORABLE
CONNECTIONSpellbinding Experiences
Gamechanging SolutionsServicesGoods Raw
Materials
46
Beyond the Transaction/ Satisfaction
MentalityGood hotel/ Happy guest/ Exceeded
Expectationsvs. Great Vacation/ Great
Conference/ Operation Personal Renewal
47
CXOChief eXperience Officer
48
First Step (?!) Hire a theater director, as a
consultant or FTE!
49
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
50
Hmmmm(?) Only Words StoryAdventureSmile
FocusPlotPassion
51
Most executives have no idea how to add value to
a market in the metaphysical world. But that is
what the market will cry out for in the future.
There is no lack of physical products to choose
between.Jesper Kunde, Unique Now ... or Never
on the excellence of Nokia, Nike, Lego, Virgin
et al.
52
Extraction Goods Male dominanceServices
Experiences Female dominance
53
ltTGWvs. gtTGRThings Gone WRONG/Things Gone
RIGHT
54
Perfection is achieved only by institutions on
the point of collapse. C. Northcote Parkinson
55
3Ms Innovation Crisis How Six Sigma Almost
Smothered Its Idea CultureSource Title/Cover
Story, BW, 0611.07 (Whats remarkable is how
fast a culture can be torn apart, 3M lead
scientist In an innovation economy, 6 Sigma
is no longer a cure all/BW)
56
What Rikyu demanded was not cleanliness alone,
but the beautiful and the natural also. Kakuzo
Okakura, The Book of Tea
57
Rikyu was watching his son Sho-an as he swept
and watered the garden path. Not clean enough,
said Rikyu, when Sho-an had finished his task,
and bade him try again. After a weary hour, the
son turned to Rikyu Father, there is nothing
more to be done. The steps have been washed for
the third time, the stone planters and the trees
are well sprinkled with water, moss and lichens
are shining with a fresh verdure not a twig, not
a leaf have I left on the ground. Young fool,
chided the tea-master, that is not the way a
garden path should be swept. Saying this, Rikyu
stepped into the garden, shook a tree and
scattered over the garden gold and crimson
leaves, scraps of the brocade of autumn! What
Rikyu demanded was not cleanliness alone, but the
beautiful and the natural also. Kakuzo Okakura,
The Book of Tea
58
2-cent candy!
59
Planetree A Radical Model for New
Healthcare/Healing/Wellness Excellence
60
"All sane persons agree that 'healthcare needs an
overhaul.' And that's where the agreement stops.
Healthcare issues are thorny, and system panaceas
are about as likely as the sun rising in the
West. But there is good news here and there--and
great news courtesy the Planetree Model.   "In
the midst of ceaseless gnashing of teeth over
'healthcare issues,' the patient and frontline
staff often get lost in the shuffle. Enter
Planetree. While oceanic systemic solutions
remain out of reach, Planetree provides a
remarkable demonstration of what healthcare--with
the patient at the center--can be all about and
is all about among Planetree Alliance
members.   "I know this may sound ridiculous, but
everything about the 'model' works. It is great
for patients and their families--and is truly
about humanity and healing and health and
longterm wellness, not just a 'fix' for today's
problem. It is great for staff--Planetree-Griffin
is rightly near the top of the 'best places to
work in America' list, year in and year out. And
Planetree also works as a 'business model'--any
effectiveness measure you can name is in the
Green Zone at Griffith.   "For 25 years my 'gig'
has been 'excellence.' Put simply, there is no
better exemplar of customer-centered,
employee-friendly excellence, in any
industry, than Griffin-Planetree. The Planetree
model works--and in my extensive work in the
health sector, I 'sell' it shamelessly, and pray
that my clients are taking it all in."   tom
peters/response to request for comment on
Planetree  
61
The 9 Planetree
Practices1. The Importance of Human
Interaction2. Informing and Empowering Diverse
Populations Consumer Health Libraries and
Patient Information3. Healing Partnerships The
importance of Including Friends and Family4.
Nutrition The Nurturing Aspect of Food5.
Spirituality Inner Resources for Healing6.
Human Touch The Essentials of Communicating
Caring Through Massage7. Healing Arts Nutrition
for the Soul8. Integrating Complementary and
Alternative Practices into Conventional
Care9. Healing Environments Architecture and
Design Conducive to HealthSource Putting
Patients First, Susan Frampton, Laura Gilpin,
Patrick Charmel
62
The Patient-Family ExperiencePatients are
stripped of control, their clothes are taken
away, they have little say over their schedule,
and they are deliberately separated from their
family and friends. Healthcare professionals
control all of the information about their
patients bodies and access to the people who can
answer questions and connect them with helpful
resources. Families are treated more as intruders
than loved ones. Putting Patients First, Susan
Frampton, Laura Gilpin, Patrick Charmel
63
Press Ganey Assoc 139,380 former patients from
225 hospitalsnone of THE top 15 factors
determining Patient Satisfaction referred to
patients health outcomePS directly related to
Staff InteractionPS directly correlated with
Employee Satisfaction Source Putting Patients
First, Susan Frampton, Laura Gilpin, Patrick
Charmel
64
There is a misconception that supportive
interactions require more staff or more time and
are therefore more costly. Although labor costs
are a substantial part of any hospital budget,
the interactions themselves add nothing to the
budget. Kindness is free. Listening to patients
or answering their questions costs nothing. It
can be argued that negative interactionsalienatin
g patients, being non-responsive to their needs
or limiting their sense of controlcan be very
costly. Angry, frustrated or frightened
patients may be combative, withdrawn and less
cooperativerequiring far more time than it
would have taken to interact with them initially
in a positive way. Putting Patients First,
Susan Frampton, Laura Gilpin, Patrick Charmel
65
Care Partner Programs (IDs, discount meals,
etc.)Unrestricted visits (Most Planetree
hospitals have eliminated visiting restrictions
altogether.) (ER at one hospital has a policy
of never separating the patient from the family,
and there is no limitation on how many family
members may be present.)Collaborative Care
ConferencesClinical Guidelines
DiscussionsFamily SpacesPet Visits (POP
Patients Own Pets)Source Putting Patients
First, Susan Frampton, Laura Gilpin, Patrick
Charmel
66
Griffin Music in the parking lot professional
musicians in the lobby (7/week, 3-4hrs/day) 5
pianos volunteers (120-140 hrs arts
entertainment per month). Source Putting
Patients First, Susan Frampton, Laura Gilpin,
Patrick Charmel
67
Planetree LookWoods and natural
materialsIndirect lightingHomelike
settingsGoals Welcome patients, friends and
family Value humans over technology .. Enable
patients to participate in their care Provide
flexibility to personalize the care of each
patient Encourage caregivers to be responsive
to patients Foster a connection to nature and
beautySource Putting Patients First, Susan
Frampton, Laura Gilpin, Patrick Charmel
68
Access to nurses stationHappen
tovsHappen withSource Putting Patients
First, Susan Frampton, Laura Gilpin, Patrick
Charmel
69
Conclusion Caring/Growth Experience
70
It was the goal of Planetree to help patients
not only get well faster but also to stay well
longer. Putting Patients First, Susan
Frampton, Laura Gilpin, Patrick Charmel
(Planetree Alliance/Griffin Hospital)
71
Care!/Love!/Spirit!Self-Control!Connect!/learn
!/involve!/Engage!Understanding!/Growth!
De-stress!/heal! Whole patient family
friends! be well!/stay well!
72
Planetree is about human beings caring for
other human beings. Putting Patients First,
Susan Frampton, Laura Gilpin, Patrick Charmel
(Ladies and gentlemen serving ladies and
gentlemen4S credo)
73
f.y.i.
74
Griffin Hospital/Derby CT (Planetree Alliance
HQ) Results Financially successful.
Expanding programs-physically. Growing market
share. Only hospital in 100 Best Cos to Work
for7 consecutive years, currently 6.
Five-Star Hospitals, Joe Flower,
strategybusiness (42)
75
Whats Really Propping Up the Economy
Healthcare has added 1.7 million jobs since 2001.
The rest of the private sector? None.Source
Title, cover story, BusinessWeek, 0925.2006
76
Excellence.Bank on it.(commerce bank.)
77
We defy conventional wisdom, operating more like
the young bucks at Starbucks than the old farts
at the Bank of America. Vernon Hills
78
The Commerce Bank Model Are you going to cost
cut your way to prosperity?Or are you going
to spend your way to prosperity?Source Fans!
Not customers. How Commerce Bank Created a
Super-growth Business in a No-growth Industry,
Vernon Hill Bob Andelman
79
The Commerce Bank Modeldeposit
focused.Customer value-added.Great retail
experience.Best facilities. Best locations.No
stupid rules.Driven by revenue growth, not
cost reduction.Source Fans! Not customers. How
Commerce Bank Created a Super-growth Business in
a No-growth Industry, Vernon Hill Bob Andelman
80
The Commerce Bank Modelcost cutting is a death
spiral.Source Fans! Not customers. How
Commerce Bank Created a Super-growth Business in
a No-growth Industry, Vernon Hill Bob Andelman
81
Our whole story is growing revenue. Vernon
Hills (Top-line driven standard is bottom-line
driven by cost cutting)
82
The Commerce Bank Model over-invest in our
people, over-invest in our facilities.Source
Fans! Not customers. How Commerce Bank Created a
Super-growth Business in a No-growth Industry,
Vernon Hill Bob Andelman
83
The Commerce Bank Modelwe want them in our
stores.Source Fans! Not customers. How
Commerce Bank Created a Super-growth Business in
a No-growth Industry, Vernon Hill Bob Andelman
84
Commerce Bank From Service to Experience7X.
730A-800P. F12A.93-03/10 yr annual return
CB 29 WM 17 HD 16. Mkt Cap 48 p.a.
85
The Commerce Bank Model we dont accept the
80/20 theory. We believe every customer has
value, that you cant tell which one is the
high-value customer over time, and that that
philosophy degrades the brand.Source Fans!
Not customers. How Commerce Bank Created a
Super-growth Business in a No-growth Industry,
Vernon Hill Bob Andelman
86
The Commerce Bank Model every computer at
commerce bank has a special red key on it
that says, found something stupid that we are
doing that interferes with our ability to service
the customer? Tell us about it, and if we agree,
we will give you 50.Source Fans! Not
customers. How Commerce Bank Created a
Super-growth Business in a No-growth Industry,
Vernon Hill Bob Andelman
87
You do not merely want to be the best of the
best. You want to be considered the only ones who
do what you do. Jerry Garcia
88
Up, Up, Up, Up the Value-added Ladder.
89
The Value-added Ladder/ MEMORABLE
CONNECTIONSpellbinding Experiences
Gamechanging SolutionsServicesGoods Raw
Materials
90
EXCELLENCE. SOUL I.DESIGN.
91
All Equal Except At Sony we assume that all
products of our competitors have basically the
same technology, price, performance and features.
Design is the only thing that differentiates one
product from another in the marketplace. Norio
Ohga
92
Design is treated like a religion at BMW.
Fortune
93
We dont have a good language to talk about
this kind of thing. In most peoples
vocabularies, design means veneer. But to me,
nothing could be further from the meaning of
design. Design is the fundamental soul of a
man-made creation. Steve Jobs
94
You know a design is good when you want to lick
it. Steve Jobs Source Design Intelligence
Made Visible, Stephen Bayley Terence Conran
95
With its carefully conceived mix of colors and
textures, aromas and music, Starbucks is more
indicative of our era than the iMac. It is to the
Age of Aesthetics what McDonalds was to the Age
of Convenience or Ford was to the Age of Mass
Productionthe touchstone success story, the
exemplar of the aesthetic imperative. Every
Starbucks store is carefully designed to enhance
the quality of everything the customers see,
touch, hear, smell or taste, writes CEO Howard
Schultz. -Virginia Postrel, The Substance of
Style How the Rise of AestheticValue Is
Remaking Commerce, Culture and Consciousness
96
Having spent a century or more focused on other
goalssolving manufacturing problems, lowering
costs, making goods and services widely
available, increasing convenience, saving
energywe are increasingly engaged in making our
world special. More people in more aspects of
life are drawing pleasure and meaning from the
way their persons, places and things look and
feel. Whenever we have the chance, were adding
sensory, emotional appeal to ordinary function.
Virginia Postrel, The Substance of Style How
the Rise of Aesthetic Value Is Remaking Commerce,
Culture, and Consciousness
97
CDOChief Design Officer
98
Business people dont need to understand
designers better. Businesspeople need to be
designers. Roger Martin/Dean/Rotman Management
School/University of Toronto
99
Message (?????) Men cannot design for womens
needs.
100
Perhaps the macho look can be interesting if
you want to fight dinosaurs. But now to survive
you need intelligence, not power and aggression.
Modern intelligence means intuitionits female.
Source Philippe Starck, Harvard Design Magazine
101
Bottom Line.
102
Design is WHAT WHY I LOVE. LOVE.
103
I LOVE my
104
All Time No.1 (TP)Ziplocs
105
Design is WHY I GET MAD. MAD.
106
Wanted THE DESIGNER OF MY KRUPPS/ CUISINART
COFFEE-MAKER. Major Reward!
107
Wanted THE DESIGNER OF MY NEW HP COMPUTER
108
Design is never neutral.
109
Hypothesis DESIGN is the principal difference
between love and hate!
110
THE DESIGN49
111
Better By DesignThe Design49Tom
Peters/Auckland/30March2005
112
Better By Design Toms
Design491. There are only 2 rules.2. Rule 1
You cant beat WalMart on price or China on
cost.3. Rule 2 See Rule 1.4. Econ Survival
Innovate and Sprint Up the Value-addedChain OR
DIE!5. DESIGN (WRIT LARGE) (DESIGN
MINDFULNESS) IS THE SOUL/ENGINE OF THE NEW
VALUE-ADDED IMPERATIVE.6. Design as Soul-Core
Competence 1 is a cultural imperative, not a
programmatic or process orthrow at it
issue!7. CDEs (Culturally Design-driven
Enterprises) use Design-Experiences-Dream
Merchantry-Lovemarks as the LeadDog(s) in the
OlympianInnovation-Strategy-ValueProposition
Struggle. 8. Dream Merchant makes as much
sense for IBM or GE or UPS as for Starbucks!
113
Better By Design Toms
Design499. At CDEs, Design is the Heart of the
Emotional Branding Process.10. CDEs
wholeheartedly embrace ideas such as mystery,
surprise, sensuality.11. CDEs love WOW! and
B.H.A.G. and Insanely Greatand Gasp-worthy
and Passion and Love! (Axiom Extreme
language breeds extreme products and
services.)12. Staff at CDEs laugh and cry a lot!
(Axiom Calm enterprise Crappy
enterprise.)13. CDEs love strange and
weird.14. CDEs scour the earth for strange
and weird people. (CDEs know FREAKS RULE!)15.
CDEs are extremists. (KR Avoid
moderation.)16. CDEs know that EXCELLENCE IS
NOT GOOD ENOUGH!(We must use non-linear
measures!)
114
Better By Design Toms
Design4917. CDEs seek Discontinuities. (JG We
dont want to be the best of the best, we want to
be the only ones who do what we do.) 18. CDEs
are respectful of their customers, but not
slaves to their customers! CDEs LEAD THEIR
CUSTOMERS! (Axioms Listening to customers is
over-rated! Focus groups suck!)19. But Lead
customers are an entirely different matter!20
Yet CDEs turn customers into Raving Fans.
(Think Tattoo Brand!)21. CDEs abide by Phil
Daniels Credo REWARD EXCELLENT FAILURES.
PUNISH MEDIOCRE SUCCESSES.22. At CDEs the
Design Director is at least an Exec Vice
President, a Member of the Senior Executive Team,
perhaps on the Board, and has an office within 10
meters of the CEO (unless she is the CEO). 23.
Design Directors at large companies not worth
5,000,000 per year arent worth hiring!
(DD21M.)
115
Better By Design Toms
Design4924. Great Designers are 10,000X
better than good designers.25. At CDEs CFOs
are never former CFOs! The CEO always doubles as
the Chief Innovation Officer.26. CDEs are
Top-line Obsessed.27. CDE execs know there is
a chasm between excellent design and
game-changer design.28. Gasp-worthy design is
a moving target!29. No Broadway shows last
forever. So too, great designers!(Hire them! Pay
them! Cherish them! Nurture them! Fire them!)30.
Great design wrestles incessantly with the issue
of cool and/versus usability.! 31. Designers
get the stunning principles of Wabi Sabi.
(Great designers side with Chris Alexander
against the A.I.A.)32. CDEs get the feminine
side of life.
116
Better By Design Toms
Design4933. CDEs Know I WOMEN BUY
EVERYTHING!34. CDEs Know II MEN ARE INCAPABLE
OF DESIGNING PRODUCTS FOR WOMEN. 35. CDEs
understand that Were getting olderand
vigorously embrace the Boomer-Geezer market.36.
CDEs understand Boomers-Geezers have ALL THE
MONEY are by and large healthy and have 20
or so years left!37. CDEs wonder Can
28-year-olds design experiences for
68-year-olds?38. CDEs seek the sweetest sweet
spot Woman-Boomer-Greenie-Wellness.39.
Design-mindfulness is as apparent in the CDEs
facilities as in its products-services!
117
Better By Design Toms Design49
40. Design mindfulness is as apparent in HR
and Engineering and Logistics and IS/IT as in
NPD.41. CDEs will settle for nothing less then
beautiful, gasp-worthy Business
Processes/Infrastructure!42. CDEs obsess on
K.I.S.S. (Beware creeping feature-itis!)
(450/8.)43. Design-mindfulness/aesthetic
sensibility is a requisite for Every
Hireincluding waiters and waitresses in Fast
Food outlets and Housekeepers in hotels. 44.
Gasp-worthy Design is as essential to service
companies as to manufacturers.45. Gasp-worthy
design can transform any commodity, including
ag!
118
Better By Design Toms Design49
46. DESIGN MANIA IS A NATIONAL ECONOMIC ISSUE
OF THE FIRST ORDER.47. Small is no
disadvantage in an Age of Creativity! 48. There
is no such thing as a National Design Advantage
unless the current school system is Destroyed
Re-imaginedto emphasize creativity and
risk-taking and acceptance of failure. (Design
Mindfulness the suppression thereof typically
begins at Age 4.) 49. How sweet it is! (If your
head is screwed on right.)
119
EXCELLENCE.SYSTEMS. DESIGN. K.I.S.S.
120
450/8
121
Great design One-page business plan (Jim
Horan)
122
Lisbon/New BizWeeks to
Minutes (!!!!)
123
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.

124
One bank is currently claiming to leverage
its global footprint to provide effective
financial solutions for its customers by
providing a gateway to diverse markets. Charle
s Handy
125
I assume that it is just saying that it is there
to help its customers wherever they are.
Charles Handy
126
Seek honest, minimalist management. Look for
companies run by a team that explains things
clearly and briefly. You can tell a lot about
the firm by reading an annual report or two. If
management cant explain the business in plain
English, move on to another firm. If you see
phrases like creating knowledge-based value in
emerging markets someone is trying to pull the
wool over your eyes, you lazy Fool. Run. Seth
Jayson, Stocks for the Lazy Investor, The
Motley Fool
127
EXCELLENCE.VALUE-ADDED LADDER III. DREAM
IT.
128
Furniture vs. DreamsWe do not sell furniture
at Domain. We sell dreams. This is accomplished
by addressing the half-formed needs in our
customers heads. By uncovering these needs, we,
in essence, fill in the blanks. We convert
needs into dreams. Sales are the inevitable
result. Judy George, Domain Home Fashions
129
No longer are we only an insurance provider.
Today, we also offer our customers the products
and services that help them achieve their dreams
whether its financial security, buying a car,
paying for home repairs, or even taking a dream
vacation. Martin Feinstein, CEO, Farmers Group
130
The Marketing of Dreams (Dreamketing)Dream
keting Touching the clients dreams.Dreamketing
The art of telling stories
and entertaining.Dreamketing
Promote the dream,
not the product.Dreamketing Build the brand
around
the main dream.Dreamketing Build the buzz,
the
hype, the cult.Source Gian Luigi
Longinotti-Buitoni
131
Starbucks Shaper of Culture At our core,
were a coffee company, but the opportunity we
have to extend the brand is beyond coffee its
entertainment. Howard Schultz (The Starbucks
Aesthetic, NYT, 10.22.06)
132
Up, Up, Up, Up the Value-added Ladder.
133
The Value-added Ladder/ EMOTIONDreams Come
TrueSpellbinding Experiences Gamechanging
SolutionsServicesGoods Raw Materials
134
CDMChief Dream Merchant
135
Six Market Profiles1.
Adventures for Sale2. The Market for
Togetherness, Friendship and Love3. The
Market for Care4. The Who-Am-I Market5. The
Market for Peace of Mind6. The Market for
Convictions Rolf Jensen/The Dream Society
How the Coming Shift from Information
to Imagination Will Transform Your Business
136
Six Market Profiles1.
Adventures for Sale/ IBM-UPS2. The Market for
Togetherness, Friendship and Love/ IBM-UPS3.
The Market for Care/ IBM-UPS4. The Who-Am-I
Market/ IBM-UPS5. The Market for Peace of Mind/
IBM-UPS6. The Market for Convictions/ IBM-UPS
Rolf Jensen/The Dream Society How the Coming
Shift from Information to Imagination
Will Transform Your Business
137
The sun is setting on the Information
Societyeven before we have fully adjusted to its
demands as individuals and as companies. We have
lived as hunters and as farmers, we have worked
in factories and now we live in an
information-based society whose icon is the
computer. We stand facing the fifth kind of
society the Dream Society. Future products
will have to appeal to our hearts, not to our
heads. Now is the time to add emotional value to
products and services. Rolf Jensen/The Dream
SocietyHow the Coming Shift from Information to
Imagination Will Transform Your Business
138
EXCELLENCE.SOUL II.THE STORY.
139
Storytelling is the core of culture.
Branded Nation The Marketing of Megachurch,
College Inc., and Museumworld, James Twitchell
140
Best story wins!
141
Market Power Story Power
142
CSTOChief Storytelling Officer
143
We are in the twilight of a society based on
data. As information and intelligence become the
domain of computers, society will place more
value on the one human ability that cannot be
automated emotion. Imagination, myth, ritual -
the language of emotion - will affect everything
from our purchasing decisions to how we work with
others. Companies will thrive on the basis of
their stories and myths. Companies will need to
understand that their products are less important
than their stories. Rolf Jensen, Copenhagen
Institute for Future Studies
144
EXCELLENCE.VALUE-ADDED LADDER III. ALL YOU
NEED IS LOVE.
145
Brands have run out of juice. Theyre dead.
Kevin Roberts/Saatchi Saatchi
146
Brands Are Out of Juice1. Brands
are worn out from overuse.2. Brands are no
longer mysterious.3. Brands cant understand the
new consumer.4. Brands struggle with good
old-fashioned competition.5. Brands have
been captured by formula.6. Brands have been
smothered by creeping conservatism.Source
Lovemarks The Future Beyond Brands, Kevin Roberts
147
Kevin Roberts Lovemarks!
148
When I first suggested that Love was the way to
transform business, grown CEOs blushed and slid
down behind annual accounts. But I kept at them.
I knew it was Love that was missing. I knew that
Love was the only way to ante up the emotional
temperature and create the new kinds of
relationships brands needed. I knew that Love was
the only way business could respond to the rapid
shift in control to consumers. Kevin
Roberts/Lovemarks
149
(No Transcript)
150
(No Transcript)
151
(No Transcript)
152
(No Transcript)
153
Brand . LovemarkRecognized by
consumers . Loved by PeopleGeneric
PersonalPresents a narrative
.. Creates a Love storyThe promise of
quality A touch of SensualitySymbolic
.. IconicDefined
.. InfusedStatement
.. StoryDefined attributes
... Wrapped in MysteryValues
. SpiritProfessional
... Passionately CreativeAdvertising
agency .. Ideas companySource Kevin
Roberts, Lovemarks
154
When we were working through the essentials of a
Lovemark, Mystery was always at the top of the
list. Lovemarks The Future Beyond Brands,
Kevin Roberts
155
Lovemarks are owned by the people who love
them. Lovemarks The Future Beyond Brands,
Kevin Roberts
156
Shareholders very seldom love the brands they
have invested in. And the last thing they want is
an intimate relationship. They figure this could
warp their judgment. They want measurability,
increasing returns (always) and no surprises
(ever). Imagine a relationship with someone like
that!No wonder so many brands lost the
emotional thread that had led them to their
extraordinary success and turned them instead
into metric-munchers of the lowest kind. Watch
for the sign HEADS, NOT HEARTS, AT WORK HERE.
Lovemarks The Future Beyond Brands, Kevin
Roberts
157
Rules of Radical MarketingLove Respect Your
Customers!Hire only Passionate
Missionaries!Create a Community of
Customers!Celebrate Craziness!Be insanely True
to the Brand!Sam Hill Glenn Rifkin, Radical
Marketing (e.g., Harley, Virgin, The Dead, HBS,
NBA)
158
Up, Up, Up, Up the Value-added Ladder.
159
The Value-added Ladder/ ECSTASY Lovemark
Dreams Come True Spellbinding
ExperiencesCustomer Success Implemented
Gamechanging SolutionsServicesGoodsRaw
Materials
160
CL OChief Lovemark Officer
161
Up, Up, Up, Up the Value-added Ladder.
162
Ladder.2008 4 of 7! Lovemark Dreams Come
True Spellbinding ExperiencesGamechanging
SolutionsServicesGoodsRaw Materials
163
New (4 of 7) Value-added Ladder Plays to
Womens Inherent Strengths! Lovemark/F Dreams
Come True/F Spellbinding Experiences/FGamechangi
ng Solutions/FServices/FGoods/MRaw Materials/M
164
EXCELLENCE. DOES MATTER MATTER?
165
What Isnt Matter Is What Matters section
title, Branded Nation The Marketing of
Megachurch, College Inc., and Museumworld, James
Twitchell
166
VA Teaching MomentAndy pointed to a molding,
about halfway up the wall
167
The Boot and TimberlandThe Tomato/ Farmer
and Campbells
168
Ladder.2007 4 of 7! Lovemark Dreams Come
True Spellbinding ExperiencesGamechanging
SolutionsServicesGoodsRaw Materials
169
EXCELLENCE.NEW VALUE EQUATION. NEW
C-levels.
170
C.E.O. to C.D.O.
171
CROChief Revenue Officer
172
CXOChief eXperience Officer
173
CDMChief Dream Merchant
174
CFOChief Festivals Officer
175
CPIChief Portal Impresario
176
C Ww MChief WikiWorld Maniac
177
CCOChief Conversations Officer
178
CL OChief Lovemark Officer
179
CSOChief Seduction Officer
180
CSTOChief Storytelling Officer
181
CD OChief Design Officer
182
CtaOChief talent acquisition Officer
183
CFAOChief freaks acquisition Officer
184
CQOChief quest-meister
185
CTOChief Thrills Officer
186
CWOChief WOW Officer
187
CDo Chief DESTRUCTION
Officer
188
CTR oChief Transcendence Officer
189
C!OChief ! Officer
190
EndPart 4
About PowerShow.com