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Title: Tom Peters


1
Tom Peters X25 EXCELLENCE. ALWAYS. John
Laing Homes Costa Mesa/05 December 2006 In
Search of Excellence 1982-2007
2
First page, first item in the LA Times Homes
section Sunday   "MAJOR PRICE REDUCTION!
EXCEPTIONAL VALUE 43,000,000"  
3
Tom Peters X25 EXCELLENCE. ALWAYS. John
Laing Homes Costa Mesa/05 December 2006 In
Search of Excellence 1982-2007
4
Downturn Opportunity 1 in 30
minutes Gamechanger while others sleep
(Sysco) Trimming fat Remember the one who
brung you now more than ever Sell! Sell!
Sell!
5
On NELSON other admirals more frightened of
losing than anxious to win
6
The only way to whip an army is to go out and
fight it. Grant Source John Mosier, Grant
7
"The art of war is simple enough. Find out where
your enemy is. Get at him as soon as you can.
Strike at him as hard as you can and as often as
you can, and keep moving on." Grant
8
One of my superstitions had always been when I
started to go anywhere or to do anything, not
to turn back , or stop, until the thing intended
was accomplished. Grant
9
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
10
Tom Peters X25 EXCELLENCE. ALWAYS. John
Laing Homes Costa Mesa/05 December 2006 In
Search of Excellence 1982-2007
11
Slides at tompeters.com
12
EXCELLENCE. ALL . YOU. NEED. TO. KNOW.
13
25
14
EXCELLENCE. STARTERS. BASICS. K.I.S.S.
15
Why in the world did you go to Siberia?
16
Raging Success P-SQUARED. C. E-CUBED.
17
People. Product. Clients. Execution. Enthusiasm. E
xcellence.
18
People. Product. Clients. Execution. Enthusiasm. E
xcellence. Resilience. Relentless. Senility.
19
It is not the strongest of the species that
survives, nor the most intelligent, but the one
most responsive to change. Charles Darwin
20
EXCELLENCE. ASPIRATION.
21
The Peters Principles Enthusiasm. Emotion.
Excellence. Energy. Excitement. Service. Growth.
Creativity. Imagination. Vitality. Joy.
Surprise. Independence. Spirit. Community.
Limitless human potential. Diversity. Profit.
Innovation. Design. Quality. Entrepreneurialism.
Wow.
22
Enterprise (at its best) An emotional,
vital, innovative, joyful, creative,
entrepreneurial endeavor that elicits maximum
concerted human potential in the wholehearted
service of others. Excellence.
Always. Employees, Customers, Suppliers,
Communities, Owners, Temporary partners
23
Excellence can be obtained if you ... care
more than others think is wise ... risk more
than others think is safe ... dream more than
others think is practical ... expect
more than others think is
possible. Source Anon. (Posted _at_ tompeters.com
by K.Sriram, November 27, 2006 117 AM)
24
In-sane-ly-great
25
EXCELLENCE. REVENUE. MATTERS. MOST.
26
Analysts preferred cost cutting, as long as
they could see two or three years of EPS growth.
I preached revenue and the analysts eyes would
glaze over. Now revenue is in because so many
got caught, and earnings went to hell. They said,
Oh my gosh, you need revenues to grow earnings
over time. Well, Duh! Dick Kovacevich, Wells
Fargo
27
EXCELLENCE. SELL. SELL. SELL.
28
. Everyone lives by selling something.
Robert Louis Stevenson
29
Sell Sell Sell
30
CRO Chief Revenue Officer
31
MBA-On-A-Single-Slide P R - C
32
I am not a management guru, I am not a public
speaker, and I am not a network marketer. I am
a direct marketer, a proud as punch
traveling salesman, knocking on any door I can
findand peddling ideas whenever I can wedge
my foot in. Tom Peters, Direct Marketing
Association, Annual Meeting, 2006
33
If you want to gain competitive advantage fast,
the best place to do it is in sales. Larry Webb
34
Incidentally
35
TAKE THIS QUICK QUIZ Who manages more things
at once? Who puts more effort into their
appearance? Who usually takes care of the
details? Who finds it easier to meet new
people? Who asks more questions in a
conversation? Who is a better listener? Who
has more interest in communication skills? Who
is more inclined to get involved? Who
encourages harmony and agreement? Who has
better intuition? Who works with a longer to
do list? Who enjoys a recap to the days
events? Who is better at keeping in touch with
others? Source Selling Is a Womans Game 15
Powerful Reasons Why Women Can Outsell Men, Nicki
Joy Susan Kane-Benson
36
EXCELLENCE. VALUE ADDED. UP THE LADDER.
37
EXCELLENCE. VALUE-ADDED LADDER I. SOLVE IT.
38
55B
39
Big Browns New Bag UPS Aims to Be the Traffic
Manager for Corporate America Headline/BW/2004
40
Home Depot Business ToolBox Payroll processing.
Credit card processing. Personnel paperwork.
Mobile phones. Shipping. Health insurance. 12K
customers (plumbers, electricians, small
homebuilders and contractors). Source Forbes,
0918.06
41
Up, Up, Up, Up the Value-added Ladder.
42
The Value-added Ladder/ OPPORTUNITY-SEEKING
Gamechanging Solutions Services Goods Raw
Materials
43
EXCELLENCE. VALUE-ADDED LADDER II. EXPERIENCE
IT.
44
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
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
Up, Up, Up, Up the Value-added Ladder.
47
The Value-added Ladder/ MEMORABLE
CONNECTION Spellbinding Experiences
Gamechanging Solutions Services Goods Raw
Materials
48
Beyond the Transaction/ Satisfaction
Mentality Good hotel/ Happy guest/ Exceeded
Expectations vs. Great Vacation/ Great
Conference/ Operation Personal Renewal
49
CXO Chief eXperience Officer
50
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.
51
Extraction Goods Male dominance Services
Experiences Female dominance
52
EXCELLENCE. DRAMATIC. DIFFERENCE. DOABLE.
53
This is not a mature category.
54
This is an undistinguished category.
55
798
56
415/SqFt/WalMart 798/SqFt/Whole Foods
57
1/100 Best Companies to Work for/2005
58
Wegmans
59
7X. 730A-800P. F12A. 93-03/10 yr annual
return CB 29 WM 17 HD 16. Mkt Cap 48
p.a.
60
?
61
A man without a smiling face must not open a
shop. Chinese Proverb
62
4X At London Drugs, everyone cares about
everything. Wynne Powell
63
EXCELLENCE. 1T.
64
Cirque du Soleil!
65
And the Winner is 1.
Audacity of Vision 2. Innovation/RD/Design 3.
Talent Acquisition Development 4. Resultant
Experience 5. Strategic Alliances 6.
Operations 7. Financial Management 8.
Overall/Sustaining Excellence 9. Wow! 10.
Lovemark!
66
Every time we come to a comfort zone, we will
find a way out. No Cloning. Reinvent the
brand with each new show. A typical day at the
office for me begins by asking, What is
impossible that I am going to do today?
Daniel Lamarre, president, Cirque du Soleil
67
EXCELLENCE. 1T.
68
Jims Group Jim Penman/Empire Builders/MT
/ Jan/Feb 2006/Australia
69
EXPERIENCE. EXCELLENCE. BONUS.
70
FLOWER POWER
71
The Jim Jeffords oversight!
72
Courtesies of a small and trivial character are
the ones which strike deepest in the grateful and
appreciating heart. Henry Clay
73
FLOWER POWER
74
EXCELLENCE. VALUE-ADDED LADDER III. DREAM
IT.
75
DREAM A dream is a complete moment in the life
of a client. Important experiences that tempt the
client to commit substantial resources. The
essence of the desires of the consumer. The
opportunity to help clients become what they want
to be. Gian Luigi Longinotti-Buitoni
76
Furniture vs. Dreams We 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
77
Six Market Profiles 1.
Adventures for Sale 2. The Market for
Togetherness, Friendship and Love 3. The
Market for Care 4. The Who-Am-I Market 5. The
Market for Peace of Mind 6. The Market for
Convictions Rolf Jensen/The Dream Society
How the Coming Shift from Information
to Imagination Will Transform Your Business
78
Up, Up, Up, Up the Value-added Ladder.
79
The Value-added Ladder/ EMOTION Dreams Come
True Spellbinding Experiences Gamechanging
Solutions Services Goods Raw Materials
80
The (NEW) Value-added Ladder Dreams Come
True Spellbinding Experiences Gamechanging
Solutions Services Goods Raw Materials
81
CDM Chief Dream Merchant
82
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
83
EXCELLENCE. VALUE-ADDED LADDER IV. LOVE IT.
84
Kevin Roberts Lovemarks!
85
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86
(No Transcript)
87
(No Transcript)
88
(No Transcript)
89
Tattoo Brand What of users would tattoo the
brand name on their body?
90
Top 10 Tattoo Brands Harley . 18.9 Disney
.... 14.8 Coke . 7.7 Google .... 6.6 Pepsi ....
6.1 Rolex . 5.6 Nike . 4.6 Adidas .
3.1 Absolut . 2.6 Nintendo . 1.5 BRANDsense
Build Powerful Brands through Touch, Taste,
Smell, Sight, and Sound, Martin Lindstrom
91
Up, Up, Up, Up the Value-added Ladder.
92
The Value-added Ladder/ ECSTASY Lovemark
Dreams Come True Spellbinding
Experiences Gamechanging Solutions Services Goods
Raw Materials
93
CL O Chief Lovemark Officer
94
EXCELLENCE. SOUL I. THE STORY.
95
Storytelling is the core of culture.
Branded Nation The Marketing of Megachurch,
College Inc., and Museumworld, James Twitchell
96
Best story wins!
97
CSTO Chief Storytelling Officer
98
EXCELLENCE. SOUL II. DESIGN.
99
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
100
Design is treated like a religion at BMW.
Fortune
101
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
102
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 Aesthetic Value Is
Remaking Commerce, Culture and Consciousness
103
Westins Heavenly Bed
104
CDO Chief Design Officer
105
EXCELLENCE. NEW MARKETS. ENORMOUS.
OPPORTUNITIES.
106
EXCELLENCE. OPPORTUNITY. ENORMOUS. WOMEN.
107
Idiot is too kind a word.
108
Thats a very diverse team. Patrick Cescau,
CEO, Unilever 1 of 14 Board of Directors
members is a woman (not an exec) 2 of 7 Exec
Team members are Indians. (Source FT/24-25
June.) Approximately 85 of Unilevers products
are purchased by women.
109
Thats a VERY diverse team. Patrick
Cescau, CEO, Unilever 1 of 14 Board of
Directors members is a woman (not an exec) 2 of
7 Exec Team members are Indians. (Source
FT/24-25 June.) Approximately 85 of Unilevers
products are purchased by women.
110
Thats a VERY sick man. Tom Peters
111
EXCELLENCE. FOUND. DUH.
112
To be a leader in consumer products, its
critical to have leaders who represent the
population we serve. Steve Reinemund/PepsiCo
113
EXCELLENCE. OPPORTUNITY. ENORMOUS. WOMEN.
114
Women are the majority market Fara
Warner/The Power of the Purse
115
Women gt 50 of Household Income in gt50 of
households. In 48 of the 55 of
households/married couples, women provide gt50 of
income. 27 of households are headed by a
single female. 75 of married female execs with
the rank of VP or above out earn their spouse.
Women control 51 of private wealth in the U.S.
head 40 of households with gt600K assets 47 of
market investors are women. Major Credit Union
pre Y2K, modal customer was 53-year-old family
man today, 46-year-old single working
woman. Commercial 51 purchasing managers are
women. Women make gt80 consumer purchases
businesswomen make gt90 of household purchasing
decisions. Women 70 of travel decisions
purchase 57 of consumer electronics write 80
of personal checks purchase gt50 of cars
(primary influence gt80). Source Dont Think
Pink What Really Makes Women Buyand How to
Increase Your Share of This Crucial Market, Lisa
Johnson Andrea Learned
116
Women Household
spending 80 Investment decisions 53 Home
improvement decisions 80 New cars
60 Computers 60 Managers and professionals,
overall 51 New businesses started 70
(Women-owned businesses as a share of all
new businesses Employee growth, 3X Sales
growth, 4X.) Source Marti Barletta, PrimeTime
Women (2007)
117
The Perfect Answer
Jill and Jack buy slacks in black
118
(No Transcript)
119
She knows more about the Volvo than the
salesman who greets her at the door. But how is
she treated? As if she has a low IQ , is slightly
hard of hearing , and really has no right to be
buying a luxury car and if she brought a male
friend with her, odds are 101 that the clueless
salesperson spent most of his time speaking to
him . Selling to Men, Selling to Women, Jeffery
Tobias Halter
120
Selling to men The TRANSACTION Model Selling to
Women The RELATIONAL Model Source Selling
to Men, Selling to Women, Jeffery Tobias Halter
121
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
122
Women dont buy brands. They join
them. EVEolution
123
Editorial/Men Tables, rankings. Editorial/Women
Narratives that cohere. Redwood (UK)
124
Women come out better on almost every count as
investors They are less likely to hold a losing
investment too long, and less likely to wait too
long to sell a winner theyre also less likely
to put too much money into a single investment or
to buy a reputedly hot stock without doing
sufficient research. Source The Merrill
report When It Comes to Investing, Gender A
Strong Influence on Behavior./Atlantic
125
1. Men and women are different. 2. Very
different. 3. VERY, VERY DIFFERENT. 4. Women
Men have a-b-s-o-l-u-t-e-l-y nothing in
common. 5. Women buy lotsa stuff. 6. WOMEN BUY
A-L-L THE STUFF. 7. Womens Market Opportunity
No. 1. 8. Men are (STILL) in charge. 9. MEN ARE
TOTALLY, HOPELESSLY CLUELESS ABOUT WOMEN.
126
10. Womens Market Opportunity No. 1.
127
Cases! Cases! Cases! McDonalds
(mom-centered to majority consumer not via
kids) Home Depot (Do it everything!
Herself) PG (more than house cleaner)
DeBeers (right-hand rings/4B) AXA
Financial Kodak (women emotional centers of
the household) Nike (gt jock endorsements new
def sports majority consumer) Avon Bratz (young
girls want friends, not a blond
stereotype) Source Fara Warner/The Power of the
Purse
128
Goldman Sachs in Tokyo has developed an index of
115 companies poised to benefit from womens
increased purchasing power over the past decade
the value of shares in Goldmans basket has risen
by 96, against the Tokyo stockmarkets rise of
13. Economist, April 15
129
EXCELLENCE. OPPORTUNITY. WOMEN. BUSINESS.
OWNERS.
130
10.6
131
WOMEN. DOMINATE. ECONOMIC. GROWTH.
132
Forget China, India and the Internet Economic
Growth Is Driven by Women. Headline, Economist,
April 15, 2006, Leader, page 14
133
Since 1970, women have held two out of every
three new jobs created. FT, 10.03.2006
134
10 UNASSAILABLE REASONS WOMEN
RULE Women make all the financial
decisions. Women control all the wealth. Women
substantially outlive men. Women start most of
the new businesses. Womens work force
participation rates have soared
worldwide. Women are closing in on same pay for
same job. Women are penetrating senior
ranks rapidly even if the pace is slow for
the corner office per se. Womens
leadership strengths are exceptionally well
aligned with new organizational effectiveness
value-added imperatives. Women are better
salespersons than men. Women buy almost
everythingcommercial as well as consumer
goods. So what exactly is the point of men?
135
One thing is certain Womens rise to power,
which is linked to the increase in wealth per
capita, is happening in all domains and at all
levels of society. Women are no longer content to
provide efficient labor or to be consumers with
rising budgets and more autonomy to spend.
This is just the beginning. The phenomenon will
only grow as girls prove to be more successful
than boys in the school system. For a number of
observers, we have already entered the age of
womenomics, the economy as thought out and
practiced by a woman. Aude Zieseniss de Thuin,
Financial Times, 10.03.2006
136
COROLLARY. EXCELLENCE. WOMEN. RULE.
137
AS LEADERS, WOMEN RULE New Studies find that
female managers outshine their male counterparts
in almost every measure TITLE/ Special
Report/ BusinessWeek
138
Womens Negotiating
Strengths Ability to put themselves in their
counterparties shoes Comprehensive, attentive
and detailed communication style Empathy that
facilitates trust-building Curious and attentive
listening Less competitive attitude Strong
sense of fairness and ability to
persuade Proactive risk manager Collaborative
decision-making Source Horacio Falcao, Cover
story/May 2006, World Business, Say It Like a
Woman Why the 21st-century negotiator will need
the female touch
139
New (4 of 7) Value-added Ladder Plays to
Womens Inherent Strengths! Lovemark/F Dreams
Come True/F Spellbinding Experiences/F Gamechangi
ng Solutions/F Services/F Goods/M Raw Materials/M
140
TAKE THIS QUICK QUIZ Who manages more things
at once? Who puts more effort into their
appearance? Who usually takes care of the
details? Who finds it easier to meet new
people? Who asks more questions in a
conversation? Who is a better listener? Who
has more interest in communication skills? Who
is more inclined to get involved? Who
encourages harmony and agreement? Who has
better intuition? Who works with a longer to
do list? Who enjoys a recap to the days
events? Who is better at keeping in touch
with others? Source Selling Is a Womans Game
15 Powerful Reasons Why Women Can Outsell Men,
Nicki Joy Susan Kane-Benson
141
EXCELLENCE. OPPORTUNITY. ENORMOUS. BOOMERS. GEEZ
ERS.
142
!!!!!!!!!!!!!!!!! People turning 50 today have
more than half of their adult life ahead of
them. Bill Novelli, 50 Igniting a Revolution
to Reinvent America
143
2000-2010 Stats 18-44 -1 55 21 (55-64
47)
144
BoomerBucks! Boomer turns 50 every 7 seconds.
2009 majority of U.S. households headed by
someone over 50. 2006-2016 U.S. population up
22.9 million 22.1 million in over-50 group.
2006 1 in 5 adults is F, over 50. Women
between 50-70 who are single 35. Age 45-54
highest average income, 59, 021 (national
average is 42,209). FASTEST GROWING INCOME
CATEGORY WOMEN, 55-64 (4X men in same category).
Women, age 60-64 50 still in workforce.
Highest net worth families, 55-64 (182,000).
People over 50 70 to 79 of all financial
assets 80 of all savings accounts 62 of all
large Wall Street asset accounts 66 of
invested in the stock market. Age 50 29 of
population, 40 of total consumer spending, 50
of discretionary spending. Next 2 decades
BOOMERS WILL INHERIT 14 TRILLION-25 TRILLION
(largest intergenerational transfer of wealth in
history). Marti Barletta, PrimeTime Women
145
55-64 vs 25-34 E.g. New cars trucks 20
more spending. Meals at full-service restaurants
29. Airfare 38. Sports equipment 58.
Motorized recreational vehicles 103. Wine
113. Maintenance, repairs and home insurance
127. Vacation homes 258. Housekeeping
yard services 250 to 500. Source Marti
Barletta, PrimeTime Women
146
Average of cars purchased per household,
lifetime 13 Average of cars bought per
household after the head of household reaches
age 50 7 Source Marti Barletta, PrimeTime Women
147
Fifty-four years of age has been the highest
cutoff point for any marketing initiative Ive
ever been involved in. Which is pretty weird when
you consider age 50 is right about when people
who have worked all their lives start to have
some money to spend. Marti Barletta, PrimeTime
Women
148
Median Household Net Worth lt35 7K 35-44
44K 45-54 83K 55-64 112K 65-69 114K 70-74
120K gt74 100K Source U.S. Census
149
44-65 New Customer Majority 45 larger
than 18-43 60 larger by 2010 Source Ageless
Marketing, David Wolfe Robert Snyder
150
The New Customer Majority is the only adult
market with realistic prospects for significant
sales growth in dozens of product lines for
thousands of companies. David Wolfe Robert
Snyder, Ageless Marketing
151
BONUS. EXCELLENCE. OPPORTUNITY. ENORMOUS. SINGLE
-PERSON HOUSEHOLDS.
152
Fastest growing demographic Single-person
Households (gt50 in London, Stockholm,
etc) Source Richard Scase
153
of homes purchased by single women 1981,
102005, 20 of homes purchased by single
men 1981, 10 2005, 9 Source USA
Today/02.15.06
154
Womens Trifecta Buy/all Wealth/all Lead/
better Eclipse of males/whoops
(Retire-old/Poorly educated-young)
155
Boomers-Geezers Trifecta Buy/all
Wealth/all time left/ lots
156
X06 Tom Peters/Excellence.2006/1205.2006
157
X.06.23 Whole Foods Markets Starbucks
Wegmans Commerce Bank Apple London Drugs
Griffin Hospital/Planetree Alliance The Met
School/Big Picture Carl Sewell Progressive
Insurance Stanford womens sports Stanford
D-School HSM Washington Speakers Bureau
Build-A-Bear RE/MAX Donnellys Weather Strip
Service Jims Group Cirque du Soleil
(U.S. Grant) (Horatio Nelson) (Stew
Leonards) (DeMar Plumbing) (FBR/Friedman
Billings Ramsey)
158
X.06.23 Whole Foods Markets (high-end,
experience-design, demographic) Starbucks
(people, experience) Wegmans (people)
Commerce Bank (nuts about customers, WOW, people,
execution) Apple (design-experience,
breakthrough, virus management, resilience,
talent, seriously cool) London Drugs
(design-experience, people, solutions)
Griffin Hospital/Planetree Alliance
(customer-centric, whole person) The Met
School/Big Picture (engagement, self-control)
Carl Sewell (experience!) Progressive Insurance
(speed, IT) Stanford womens sports
(demographic, Blue Ocean) Stanford D-School
(design-biz-engineering, Blue Ocean) HSM
(execution, experience) WSB (integrity, broad
view of customers, execution) Build-A-Bear
(experience) RE/MAX (people/create success
stories) Donnellys Weather Strip Service
(high end, execution-reliability, simply the
best) Jims Group (imagination-Blue Ocean,
demographic, customer-centric) Cirque du Soleil
(talent, RD, Imagination, resilience,
design-experience, partnering) (U.S.
Grant/execution, delegation, people, K.I.S.S.,
action-at-all-costs, win, bold ) (Horatio
Nelson/execution, delegation, people, K.I.S.S.,
action-at-all-costs, win, bold) (Stew
Leonards/people, experience-design, Wow)
(DeMar Plumbing/experience, people, Blue Ocean)
(FBR/Friedman Billings Ramsey/research, focus)
159
High end. Experience. Design. Crazy for
customers! Crazy for Patients! (Whole
person). Wow! People first, second,
third. Breakthrough or bust. Seriously
cool. Virus management. Resilience. Tippy-top
talent. Solutions, not just
satisfaction. Engagement. Self-control.
(Customer/Patient/Student control.) Blue
Ocean. Mundane stuff made great. Great
demographic. The best. Period. Effective
partnering. K.I.S.S. Play to win. (Offense gt
Defense.) Bold! Action! Always! Integrity-as-strat
egy.
160
Focused on growth and revenue and offense,
not defense and cost containment. People-talent
obsession. Provide mind-bending experiences.
(Driven by design primacy.) Nuts about
customers. Happy to use words like
Wow. Pretty close to the high end of the
market. Ability to make silk purses filled
with gold out of sows ears Wegmans-Whole
Foods-Stew Leonards and groceries Jims
Group and dog-walking Donnelly and
weatherstrip installation DeMar and
plumbing. Execution!
161
Cirque du Soleil
162
Every time we come to a comfort zone, we will
find a way out. No Cloning. Reinvent the
brand with each new show. A typical day at the
office for me begins by asking, What is
impossible that I am going to do today?
Daniel Lamarre, president, Cirque du Soleil
163
And the Winner is 1.
Audacity of Vision 2. Innovation/RD/Design 3.
Talent Acquisition Development 4. Resultant
Experience 5. Strategic Alliances 6.
Operations 7. Financial Management 8.
Overall/Sustaining Excellence 9. Wow! 10.
Lovemark!
164
Cirque du Soleil Talent (12 full-time scouts,
database of 20,000). RD (40 of profits 2X
avg corp). Controls (shows are profit centers
partners like Disney offset costs 100M on
500M). Scarcity builds buzz/brand (1 new show
per year. People tell me were leaving money on
the table by not duplicating our shows. Theyre
right.Daniel Lamarre, president). Source The
Phantasmagoria Factory/Business 2.0/1-2.2004
165
Cirque du
Soleil 500M-600M revenue 22
Interbrand/brand impact (gtMicrosoft, Disney, VW,
McDonalds) Every time we come to a comfort
zone, we will find a way out (Daniel
Lamarre/President) No Cloning! Reinvent the
brand with EACH new show (max 1/year) 70 of
profits into RD! A typical day at the office
for me begins by asking, What is impossible
that I am going to do today? (Daniel
Lamarre) No deal until creative challenge (no
matter on the table) Diverse creative
teams! (Dont come out until youve done
something great.) Recruit the near-great (not
prima donnas) (crazy interviews) Source Fast
Company/07.05
166
whole foods
167
798
168
415/SqFt/WalMart 798/SqFt/Whole Foods
169
starbucks
170
?
171
Its simple, really, Tom. Hire for ?s, and,
above all, promote for ?s. Starbucks middle
manager/field
172
A man without a smiling face must not open a
shop. Chinese Proverb
173
Wegmans
174
1/100 Best Companies to Work for/2005
175
FBR
176
FBR per
TP Make a Difference Add Exceptional
Value Enduring Relationships with Companies that
Have the Potential to Be Great After-market
Performance Focus/Strong Sectoral
Approach Focus/Underserved Middle Market/Mid-cap
Cos Dramatic Difference Research Roots Research
Investment Unique Analytic Process Highly
Disciplined Fundamental Intrinsic Value
Analysis Partnership Culture Mutual
Support Enthusiasm Make a Difference D.C. as
D.C. D.C. as not Wall Street Visibility/Tell
Story/Brand
177
London Drugs
178
At London Drugs, everyone cares about
everything. Wynne Powell
179
London
Drugs Each major department a category killer
(pharmacy, computers, photo-photo finishing,
cosmetics) Service added/ Experience (e.g.,
consultation booths for pharmaceutical
Clients) Brilliant, eye-popping
design-merchandising Price point peanuts to
super-premium Massive training, very low staff
t/o Big-bet experimentation-innovation Locales
begging for LD Financials to die for IS/IT/SC
pioneers (compared favorably to WalMarts
supply-chain management exquisite
vendor-partner programs) Effectively deflected
WalMart incursion Philosophy fun, enthusiasm,
innovation, commitment, care, talent development
180
Build-A-Bear
181
Build-A-Bear 1997 to 2004 0
to 300M Maxine Clark/CEO (25 yrs May Dept
Stores) Build-A-Bear Workshops Engagement!
(Where Best Friends Are Made) Theater!
182
Griffin Hospital/ Planetree Alliance
183
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)
184
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)
185
The 9 Planetree
Practices 1. The Importance of Human
Interaction 2. Informing and Empowering Diverse
Populations Consumer Health Libraries and
Patient Information 3. Healing Partnerships The
importance of Including Friends and Family 4.
Nutrition The Nurturing Aspect of Food 5.
Spirituality Inner Resources for Healing 6.
Human Touch The Essentials of Communicating
Caring Through Massage 7. Healing Arts Nutrition
for the Soul 8. Integrating Complementary and
Alternative Practices into Conventional
Care 9. Healing Environments Architecture and
Design Conducive to Health Source Putting
Patients First, Susan Frampton, Laura Gilpin,
Patrick Charmel
186
Big Picture schools/ The Met
187
EBF to EBI engage the kids around their
passions. Dennis Littky/ The Met-Big Picture
Schools Education By Fiat Education By
Interest
188
The Real Goals of Education/Dennis
Littky/The Big Picture Be lifelong learners Be
passionate Be ready to take risks Be able to
problem solve and think critically Be able to
look at things differently Be able to work
independently and with others Be creative Care
and want to give back to their community Persever
e Have integrity and self-respect Have moral
courage Be able to use the world around them
well Speak well, write well, read well, and
work well with numbers AND TRULY ENJOY THEIR
LIFE AND WORK
189
Progressive
190
Progressive Is
Peter Lewis has created an organization
filled with sharp, type-A personalities who
are encouraged to take riskseven if that
sometimes leads to mistakes. One thing that
weve noticed is that theyve always been
very good at avoiding denial. They react quickly
to changes in the marketplace.Keith
Trauner/ portfolio manager When four
successive hurricanes hit Florida and
neighboring states in August and September,
Progressive sent more than 1,000 claims
adjusters to the Southeast. Result 80 of
21,000 filed claims had been paid by mid-
October, an impressive figure. This pleased
policy holders and probably helped Progressive
because delays in claims payments typically
mean higher costs. Source Barrons/ Polished
Performer The Car Insurance Games
Best Managers Have Put Progressive in the Fast
Lane/11.01.04
191
We dont sell insurance anymore. We sell speed.
Peter Lewis, Progressive
192
Commerce Bank
193
Commerce Bank From Service to
Experience 7X. 730A-800P. F12A. 93-03/10
yr annual return CB 29 WM 17 HD 16. Mkt
Cap 48 p.a.
194
Thesaurus of WOW! They hate it if you call
them bankers. They love it, on the other
hand, when you ask to see their sstupendous.
They are Commerce Bank. These absurdly fast
growing, insanely profitable retailers,
rewriting the rules of East Coast retail banking,
sent me a copy of their booklet, Traditions. It
explicates their Wow the Customer Philosophy.
At the end theres A Collection of Commerce
Lingo. I wont define (use your imagination),
but simply offer a small sample Fans, Not
Customers. Say YES 1 to say YES, 2 to say
NO. (A staffer has to get a supervisors
approval to say no to anything.) Recover!!! To
Err Is Human To Recover Is Devine. Leave Em
Speechless. Positive Behavior. Positive
Language. Kill A Stupid Rule. (Get cash
rewards for exposing dumb internal rules that
impede our ability to WOW!) Make the WOW!
Answer Guide Your Best Friend. Buzz Bee.
CommerceWOW!Zone. (A K-12 financial education
program.) Doctor WOW! Ten-Minute Principle.
(Stores open 10 minutes before posted hours,
stay open 10 minutes after posted hoursand the
hours, such as open 7 days a week, are already
incredibly generous tradition-shattering.)
Wall of WOW! WOW! Awards. (The annual
recognition ceremonyRadio City Music Hall, with
the Rockettes, in 05.) WOW! Patrol. WOW!
Spotlight. WOW Van. WOW Wiz. (A service
superstar.) Etc.
195
jims group
196
Jims Group Jim Penman. 1984 Jims Mowing.
2006 Jims Group. 2,600 franchisees (Australia,
NZ, UK). Cleaning. Dog washing. Handyman.
Fencing. Paving. Pool care. Etc. People
first. Private. Small staff. Franchisees can
leave at will. 0-1 complaint per year is norm
cut bad ones quickly. Ph.D. cross-cultural
anthropology mowing on the side Source
MT/Management Today (Australia), Jan-Feb 2006
197
GRANT
198
The only way to whip an army is to go out and
fight it. Grant Source John Mosier, Grant
199
"The art of war is simple enough. Find out where
your enemy is. Get at him as soon as you can.
Strike at him as hard as you can and as often as
you can, and keep moving on." Grant, courtesy
Richard Cauley at tompeters.com (original source
unknown)
200
One of my superstitions had always been when I
started to go anywhere or to do anything, not
to turn back , or stop, until the thing intended
was accomplished. Grant
201
NELSON
202
On NELSON other admirals more frightened of
losing than anxious to win
203
The Nelson
Bakers Dozen 1. Simple-clear scheme (Plan)
(Not wildly imaginative) (Patton A good plan
executed with vigor right now tops a perfect
plan executed next week.) 2. SOARING/BOLD/CLEAR/U
NEQUIVOCAL/WORTHY/NOBLE/INSPIRING
GOAL/MISSION/PURPOSE/QUEST 3.
Conversation Engagement of All Leaders 4.
Leeway for Leaders Select the Best/Dip
Deep/Initiative demanded/Accountability
swift/Micromanagement absent 5. LED BY LOVE
(Lambert), NOT AUTHORITY (Identify with
sailors!) 6. Instinct/Seize the
Moment/Impetuosity (Boyds OODA Loops React
more quickly than opponent, destroy his
world view) 7. VIGOR! (Zander leader as
Dispenser of Enthusiasm) 8. Peerless Basic
Skills/Mastery of Craft (Seamanship) 9.
Workaholic! (Duty first, second, and third) 10.
LEAD BY CONFIDENT DETERMINED CONTINUOUS
VISIBLE EXAMPLE (In Harms Way) (Gandhi
You must be the change you wish to see in the
world/ Giuliani Show up!) 11. Genius
(Transform the world to conform to their ideas,
Triumph over rules) (Gandhi,
Lee-Singapore) , not Greatness (Make the most of
their world) 12. Luck! (Right time, right
place survivor) (Lucky Eagle vs Bold
Eagle) 13. Others principal shortcoming
ADMIRALS MORE FRIGHTENED OF LOSING THAN
ANXIOUS TO WIN Source Andrew Lambert, Nelson
Britannias God of War
204
Nelsons Way A Bakers
Dozen/Short 1. Simple scheme. 2. Noble
purpose! 3. Engage others. 4. Find great talent,
let it soar! 5. Lead by Love! 6. Trust your gut,
not the focus group Seize the Moment! 7. Vigor!
8. Master your craft. 9. Work harder than the
next person. 10. Show the way, walk the talk,
exude confidence! Start a Passion
Epidemic! 11. Change the rules Create your own
game! 12. Shake off the pain, get back up off the
ground, the timing may well be right
tomorrow! (E.g., Get lucky!) 13. By hook or by
crook, quash your fear of failure, savor your
quirkiness and participate fully in the
fray! Source Andrew Lambert, Nelson
Britannias God of War
205
EXCELLENCE. BEDROCK. LEADERSHIP. 9Ps.
206
PURPOSE. PASSION. Potential. Presence. Personal. P
ERSISTENCE. PEOPLE. Potent. Positive.
207
PURPOSE. PASSION. Potential. Presence. Personal. P
ERSISTENCE. PEOPLE. Potent. Positive.
208
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 (IBD/09.05)
209
Management has a lot to do with answers.
Leadership is a function of questions. And the
first question for a leader always is Who do we
intend to be? Not What are we going to do? but
Who do we intend to be? Max De Pree,
Herman Miller
210
Ah, kids What is your vision for the future?
What have you accomplished since your first
book? Close your eyes and imagine me
immediately doing something about what youve
just said. What would it be? Do you feel you
have an obligation to Make the world a better
place?
211
PURPOSE. PASSION. Potential. Presence. Personal. P
ERSISTENCE. PEOPLE. Potent. Positive.
212
Nothing is so contagious as enthusiasm.
Samuel Taylor Coleridge
213
Whenever anything is being accomplished, I have
learned, it is being done by a monomaniac with a
mission. Peter Drucker
214
PURPOSE. PASSION. Potential. Presence. Personal. P
ERSISTENCE. PEOPLE. Potent. Positive.
215
In the end, management doesnt change culture.
Management invites the workforce itself to
change the culture. Lou Gerstner
216
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
217
PURPOSE. PASSION. Potential. Presence. Personal. P
ERSISTENCE. PEOPLE. Potent. Positive.
218
25
219
PURPOSE. PASSION. Potential. Presence. Personal. P
ERSISTENCE. PEOPLE. Potent. Positive.
220
The First step in a dramatic organizational
change program is obviousdramatic personal
change! RG
221
You must be the change you wish to see in the
world. Gandhi
222
PURPOSE. PASSION. Potential. Presence. Personal. P
ERSISTENCE. PEOPLE. Potent. Positive.
223
Relentless One of my superstitions had always
been when I started to go anywhere or to do
anything, not to turn back , or stop, until the
thing intended was accomplished. Grant
224
This adolescent incident of getting from
point A to point B is notable not only because
it underlines Grants fearless horsemanship and
his determination, but also it is the first known
example of a very important peculiarity of his
character Grant had an extreme, almost phobic
dislike of turning back and retracing his steps.
If he set out for somewhere, he would get there
somehow, whatever the difficulties that lay in
his way. This idiosyncrasy would turn out to be
one the factors that made him such a formidable
general. Grant would always, always press
onturning back was not an option for him.
Michael Korda, Ulysses Grant
225
It is no use saying We are doing our best. You
have got to succeed in doing what is necessary.
WSC
226
"The reasonable man adapts himself to the world.
The unreasonable one persists in trying to adapt
the world to himself. Therefore, all progress
depends upon the unreasonable man. GB Shaw,
Man and Superman The Revolutionists'
Handbook.
227
Success seems to be largely a matter of
hanging on after others have let go. William
Feather, author
228
The most successful people are those who are
good at plan B. James Yorke, mathematician,
on chaos theory, in The New Scientist
229
"Life is not a journey to the grave with the
intention of arriving safely in one pretty and
well preserved piece, but to skid across the line
broadside, thoroughly used up, worn out, leaking
oil, shouting GERONIMO! Bill McKenna,
professional motorcycle racer (Cycle magazine)
230
PURPOSE. PASSION. Potential. Presence. Personal. P
ERSISTENCE. PEOPLE. Potent. Positive.
231
Leaders do people. Period. Anon.
232
PURPOSE. PASSION. Potential. Presence. Personal. P
ERSISTENCE. PEOPLE. Potent. Positive.
233
Beware of the tyranny of making Small Changes
to Small Things. Rather, make Big Changes to Big
Things. Roger Enrico, former Chairman,
PepsiCo
234
Kevin Roberts Credo 1.
Ready. Fire! Aim. 2. If it aint broke ... Break
it! 3. Hire crazies. 4. Ask dumb questions. 5.
Pursue failure. 6. Lead, follow ... or get out of
the way! 7. Spread confusion. 8. Ditch your
office. 9. Read odd stuff. 10. Avoid moderation!
235
PURPOSE. PASSION. Potential. Presence. Personal. P
ERSISTENCE. PEOPLE. Potent. Positive.
236
On NELSON other admirals more frightened of
losing than anxious to win
237
The greatest danger for most of us is not that
our aim is too high and we miss it, but that it
is too low and we reach it. Michelangelo
238
PURPOSE. PASSION. Potential. Presence. Personal. P
ERSISTENCE. PEOPLE. Potent. Positive.
239
EXCELLE ALWAYS.
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