Title: CONRAD HILTON, at a gala celebrating his career, was called to the podium and asked,
1CONRAD 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
2Remember to tuck the shower curtain inside the
bathtub.
3 Tom Peters Racing Up the
Value-Added Ladder No Option Innovate or
Die! World Business Forum Hong Kong/02 June
2015 (Slides at tompeters.com and our fully
annotated 23-part Master Compendium at
excellencenow.com)
4Innovation Strategy 1A Numbers Game WTTMTW/49
5WHOEVER TRIES THE MOST THINGS WINS
6READY.FIRE!AIM.H. Ross Perot (vs Aim! Aim!
Aim!/EDS vs GM/1985)
7We 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
8Innovation Strategy 2Most Failures Wins
9FAIL. FORWARD. FAST.High Tech CEO,
Pennsylvania FAIL FASTER. SUCCEED SOONER.
David Kelley/IDEOMOVE FAST. BREAK THINGS.
Facebook REWARD EXCELLENT FAILURES. PUNISH
MEDIOCRE SUCCESSES.Phil Daniels
10Richard Farson Ralph Keyes Whoever Makes
the Most Mistakes Wins The Paradox of
Innovation (Book title)
11 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
12The difference between Bach and his forgotten
peers isnt necessarily that he had a better
ratio of hits to misses. The difference is that
the mediocre might have a dozen ideas, while
Bach, in his lifetime, created more than a
thousand full-fledged musical compositions. A
genius is a genius, psychologist Paul Simonton
maintains, because he can put together such a
staggering number of insights, ideas, theories,
random observations, and unexpected connections
that he almost inevitably ends up with something
great. Quality, Simonton writes, is a
probabilistic function of quantity.Malcolm
Gladwell, Creation Myth, New YorkerJoe
Murray We did more surgeries.
13 What really matters is that companies that
dont continue to experiment COMPANIES THAT
DONT EMBRACE FAILURE eventually get in a
desperate position, where the only thing they can
do is make a Hail Mary bet at the end. Jeff
Bezos
14In business, you REWARD people for taking RISKS.
WHEN IT DOESNT WORK OUT YOU PROMOTE THEM
-BECAUSE THEY WERE WILLING TO TRY NEW THINGS. If
people tell me they skied all day and never fell
down, I tell them to try a different mountain.
Michael Bloomberg
15 WTTMTAMTMMW
16 WHOEVER TRIES THE MOST THINGS AND
MAKES THE MOST MISTAKES WINS
17Innovation Strategy 3LBTs(Little BIG Things)
18 Big carts 1.5X Source Walmart
19 Bag sizes New markets B Source
PepsiCo
202X 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
21Innovation Strategy 4TGRs(Things Gone RIGHT)
22Customers 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?
23Conveyance Kingfisher Air Location Approach to
New Delhi
24May I clean your glasses, sir?
25ltTGWand gtTGRThings Gone WRONG-Things
Gone RIGHT
26Courtesies of a small and trivial character are
the ones which strike deepest in the grateful and
appreciating heart. Henry Clay
27Innovation Strategy 5SERIOIUS PLAY(Culture of)
28You cant be a serious innovator unless and
until you are ready, willing and able to
seriously play. Serious play is not an
oxymoron it is the essence of innovation.
Michael Schrage, Serious Play
29WSJ/0910.13 What matters most to a company over
time? Strategy or culture? Dominic Barton,
Managing Director, McKinsey Co. Culture.
30LEARN NOT TO BE CAREFUL. Photographer Diane
Arbus to her students (Careful The sidelines,
fromHarriet Rubin in The Princessa)
31EXPERIMENT 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)
32 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
33 WTTMTAMTMMTFW
34 WHOEVER TRIES THE MOST THINGS AND MA
KES THE MOST MISTAKES THE FASTEST WINS
35 Innovation Strategy 6 We Are What We
Eat.We Are Who We Spend Time With.
36 You will become like the five people you
associate with the mostthis can be either a
blessing or a curse. Billy Cox
37The 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
38Diversity 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
39 Crowd Source EVERYTHING
CxQ/Connectional Intelligence Connectional
Intelligence is the ability to combine the
worlds diversity of people, networks,
disciplines and resources, forging connections
that create value, meaning, and breakthrough
results. Source Erica Dhawan and Saj-Nicole
Joni, Get BIG Things Done The
Power of Connectional Intelligence (Superb
book!)
40Innovation Strategy 7 Social Business/ Customer
Engagement
41Customer 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
42Welcome to the Age of Social Media It takes 20
years to build a reputation and 5 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
43What 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
44Innovation Strategy 8DESIGN!
45Design Rules!APPLE market cap gt Exxon
Mobil August 2011
46Only one company can be the cheapest. All
others must use design. Rodney Fitch, Fitch
Co.Source Insights, definitions of design, the
Design Council UK
47Apple design Huge degree of care. Ian
Parker, New Yorker, 23 March 2015, on Apple
design chief Jony Ives
48Innovation Strategy 9 Women BUY Everything!
49Forget CHINA, INDIA and the INTERNET Economic
Growth Is Driven by WOMEN. Source Headline,
Economist
50- 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
51Women are THE majority market Fara
Warner/The Power of the Purse
52The 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
53Innovation Strategy 9A Women Are The Best
Leaders
54Women are rated higher in fully 12 of the 16
competencies that go into outstanding leadership.
And two of the traits where women outscored men
to the highest degree taking initiative and
driving for results have long been thought of
as particularly male strengths. Harvard
Business Review
55For 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
56Innovation Strategy 10 We Old Folks like
me Got the
5744-65 NEW CUSTOMER MAJORITY Source Ageless
Marketing, David Wolfe Robert Snyder
58 USA gt50 109,000,000 Next 10
years gt50 19,000,000 18-49 6,000,000 (40
of adults/ 50 spending/ 10 marketing
budgets) Sources ImmersionActive.com (Silver
Tsunami), AARP
5950_at_50 PEOPLE TURNING 50 TODAY HAVE MORE THAN
HALF OF THEIR ADULT LIFE AHEAD OF THEM. Bill
Novelli, 50 IGNITING A REVOLUTION TO REINVENT
AMERICA
60Innovation Strategy 11The ENORMOUS
Services Added Opportunity
61Rolls-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
62IBMtoIBM
63UPS to UPS
64UPS United Problem Solvers
65The Professional Service Firm50 Fifty Ways to
Transform Your Department into a Professional
Service Firm Whose Trademarks are Passion and
Innovation!
66WSJ/0910.13 What matters most to a company over
time? Strategy or culture? Dominic Barton,
Managing Director, McKinsey Co. Culture.
67Innovation Strategy 12 People REALLY First
68 1/4,096 excellencenow.com Business has to
give people enriching, rewarding lives
69Business has to give people enriching, rewarding
lives or it's simply not worth doing.
Richard Branson
70You have to treat your employees like
customers. Herb Kelleher If you want staff
to give great service, give great service to
staff. Ari Weinzweig
71What employees experience, Customers will. The
best marketing is happy, engaged employees. YOUR
CUSTOMERS WILL NEVER BE ANY HAPPIER THAN YOUR
EMPLOYEES. John DiJulius, The Customer Service
Revolution Overthrow Conventional Business,
Inspire Employees, and Change the World
72The 4 most important words in any organization
are
73THE FOUR MOST IMPORTANT WORDS IN ANY
ORGANIZATION ARE WHAT DO YOU THINK?
Source courtesy Dave Wheeler, posted at
tompeters.com
74Employees who don't feel significant rarely make
significant contributions. Mark Sanborn
75Innovation Strategy 12A Software Is Eating the
World And What To Do About It
76The greatest shortcoming of the human race is
our inability to understand the exponential
function. Albert A. Bartlett
77Human level capability has not turned out to be
a special stopping point from an engineering
perspective. Illah Reza Nourbakhsh, Robot
Futures/2013 SOFTWARE IS EATING THE WORLD.
Marc Andreessen/2014 The computers are in
control. We just live in their world. Danny
Hillis, Thinking Machines/2011 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
78The 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
79Innovation Strategy 12BTraining Investment
1!
80CORPORATE 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!
81Bet 4 gtgt 8 of 10 CEOs, in 45-min tour
dhorizon of their biz, would NOT mention
training.
82Innovation Strategy 13 MBWA/25 (Managing By
Wandering Around)
83Im 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
84 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.
85Innovation Strategy 14 Leading Crazy in
Crazy Times
86 Kevin Roberts Credo1. 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!
87You cant behave in a calm, rational manner.
Youve got to be out there on the lunatic
fringe. Jack Welch
88Innovation Strategy 15 EXCELLENCE
89ENTERPRISE (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