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Manhole Cover Madness and More …. Chicagoland’s Mystery Disappearances …. New Econom y ?! Sergey + Larry > Harvard/ 370. “If you don’t like change, you’re going to like irrelevance even less.” —General Eric Shinseki, Chief of Staff. U. S. Army. - PowerPoint PPT Presentation
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Manhole Cover
Madness and More ….
Chicagoland’s
Mystery Disappearances …
New Economy?!
Sergey + Larry >
Harvard/370
“If you don’t like change,
you’re going to like irrelevance even less.” —General Eric
Shinseki, Chief of Staff. U. S. Army
“In Tom’s world, it’s always better to try a
swan dive and deliver a
colossal belly flop than to step timidly off the board while holding your nose.” —Fast Company
/October2003
EXCELLENCE.
ALWAYS.American Gem Society/Breaking Barriers
Tom Peters/28April2006/Orlando
Slides at …
tompeters.com
EXCELLENCE.
1982.
Excellence1982: The Bedrock “Eight Basics”
1. A Bias for Action2. Close to the Customer3. Autonomy and Entrepreneurship4. Productivity Through People5. Hands On, Value-Driven6. Stick to the Knitting7. Simple Form, Lean Staff8. Simultaneous Loose-Tight Properties”
What is In Search of Excellence all about:
People. Emotion. Engagement. Exuberance. Action-Execution. Empowerment. Independence. Initiative. Imagination. Great
Stories. Incredible Adventures. Trust. Caring. Fun. Joy.
Customer-centrism. Profit. Growth. “Brand You.” “Dramatic Differences.” Experiences that Make You “Gasp.” Excellence.
Always.
ExIn*: 1982-2002/Forbes.com
DJIA: $10,000 yields $85,000 EI: $10,000 yields $140,050
*Excellence Index /Basket of 32 publicly traded stocks
EXCELLENCE.
ALWAYS.
Synonyms
PurityTranscendence
VirtueEleganceMajesty
Antonyms
Mediocrity
EXCELLENCE.
ALWAYS.
Summary:
WallopWal*Mart16*
*Or: Why it’s so absurdly easy to beat a GIANT Company
The “Small Guys” Guide: Wallop Wal*Mart16
*Niche-aimed. (Never, ever “all things for all people,” a “mini-Wal*Mart.)
*Never attack the monsters head on! (Instead steal niche business and lukewarm customers.)
*“Dramatically Different” (La Difference ... within our
community, our industry regionally, etc … is as obvious as the end of one’s nose!) (THIS IS WHERE MOST MIDGETS COME UP SHORT.)
*Compete on value/experience/intimacy, not price. (You ain’t gonna beat the behemoths on cost-price in 9.99 out of 10 cases.)
*Emotional bond with Clients, Vendors. (BEAT THE BIGGIES ON EMOTION/CONNECTION!!)
$798
$415/SqFt/Wal*Mart$798/SqFt/Whole
Foods
EXCELLENCE?
ALWAYS?
This is not a “mature
category.”
This is an “undistinguishe
d category.”
Franchise Lost!
TP: “How many of you [600] really
crave a new Chevy?”
NYC/IIR/061205
EXCELLENCE!
ALWAYS!
$798
7X. 730A-800P.
F12A.**’93-’03/10 yr annual return: CB: 29%; WM: 17%;
HD: 16%. Mkt Cap: 48% p.a.
“It’s simple, really, Tom. Hire for s,
and, above all, promote for s.”
—Starbucks middle manager/field
#1/100
“Best Companies to
Work for”/2005
Wegmans
Cirque du Soleil!
Donnelly’s Weatherstrip
Service
Weymouth MA
EXCELLENCE?
ALWAYS?
????????
Weenie of the year,
2006 …
????????
6/44
P&G
EXCELLENCE.
FOUND.
“To be a leader in consumer
products, it’s critical to have
leaders who represent the population we
serve.” —Steve Reinemund/PepsiCo
EXCELLENCE.
FOUND.
“Women are the
majority market”
—Fara Warner/The Power of the Purse
The Perfect Answer
Jill and Jack buy slacks in black…
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. Women’s Market = Opportunity No. 1.8. Men are (STILL) in charge.9. MEN ARE … TOTALLY, HOPELESSLY CLUELESS ABOUT WOMEN.10. Women’s Market = Opportunity No. 1.
10. Women’s Market =
Opportunity No. 1.
“Women don’t buy
brands. They join them.”
EVEolution
2.6 vs. 21
EXCELLENCE.
FOUND.
10.6
EXCELLENCE.
FOUND.
2000-2010 Stats
18-44: -1%
55+: +21%(55-64: +47%)
44-65: “New Customer Majority” *
*45% larger than 18-43; 60% larger by 2010Source: Ageless Marketing, David Wolfe & Robert Snyder
“Baby-boomer Women: The Sweetest of
Sweet Spots for Marketers” —David Wolfe and
Robert Snyder, Ageless Marketing
EXCELLENCE.
FOUND.
Fastest growing demographic:
Single-person Households (>50% in London, Stockholm, etc)
Source: Richard Scase
Duh.
Women.Women business owners.
Boomers-Geezers.Single-adults (Urban)
EXCELLENCE.
VALUE ADDED.
$55B
MasterCard Advisors
Trapper: <$20 per beaver pelt.
Source: WSJ
WDCP*: $150 to remove
“problem beaver”; $750-$1,000 for flood-control piping … so that beavers can
stay.
* “Wildlife Damage-control Professional”
Source: WSJ
I. LAN Installation Co. (3%)
II. Geek Squad. (30%.)
III. Acquired by BestBuy.
IV. Flagship of BestBuy Wholesale “Solutions” Strategy Makeover.
Huge: Customer Satisfaction versus
Customer
Success
The Value-added Ladder/Opportunity-seeking
Gamechanging Solutions
ServicesGoods
Raw Materials
EXCELLENCE.
VALUE ADDED.
“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
“Club Med is more than just a ‘resort’; it’s a means of rediscovering oneself, of inventing an
entirely new ‘me.’ ”
Source: Jean-Marie Dru, Disruption
“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 that’s not work or home. It’s the place our customers
come for refuge.”
Nancy Orsolini, District Manager
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
The Value-added Ladder/Memorable Connection
Spellbinding Experiences
Gamechanging SolutionsServicesGoods
Raw Materials
Warren Goes Shopping …
Q: “Why did you buy Jordan’s Furniture?”
A: “Jordan’s is spectacular. It’s all
showmanship.”
Source: Warren Buffet interview/Boston Sunday Globe/12.05.2004
One company’s answer:
CXO*
*Chief eXperience Officer
Extraction & Goods: Male dominance
Services & Experiences: Female
dominance
EXCELLENCE.
VALUE ADDED.
Flower Power!
EXCELLENCE.
VALUE ADDED.
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
The Value-added Ladder/Emotion
Dreams Come True
Spellbinding Experiences Gamechanging Solutions
ServicesGoods
Raw Materials
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
CDM*
*Chief Dream Merchant
CL O*
*Chief Lovemark Officer
EXCELLENCE.
ALWAYS.
“What Isn’t Matter Is
What Matters” —section title, Branded Nation: The Marketing of
Megachurch, College Inc., and Museumworld, James Twitchell
Gas ………….….. $1.75 per gallonLipton Iced Tea .. $9.52 per gallonOcean Spray …... $10.00Gatorade ……….. $10.17Diet Snapple …... $10.32STP brake fluid .. $33.60Pepto-Bismol ….. $123.20Vicks NyQuil …... $178.13Evian water ……. $21.19 ($50B-$200B)
Source: Branded Nation: The Marketing of Megachurch, College Inc., and Museumworld, James Twitchell (2004)
VA “Teaching Moment”
“Andy pointed to a molding, about halfway up the
wall …”
EXCELLENCE.
ALWAYS.
. “Everyone lives by selling
something.”
– Robert Louis Stevenson
SellSellSell
CRO*
*Chief Revenue Officer
EXCELLENCE.
ALWAYS.
“Storytelling
is the core of culture.”
—Branded Nation: The Marketing of Megachurch, College Inc., and Museumworld, James Twitchell
Market Power = Story Power
= Dream Power
CSTO*
*Chief Storytelling Officer
EXCELLENCE.
ALWAYS.
Brand =
Talent.
“We are a ‘Life
Success’ Company’
Dave Liniger, founder, RE/MAX
Health:Century21.Job # 1
(HC21.J1)
Childhood Obesity > Terrorism
“If God spoke to me by saying, ‘Mark, you’re down to your last three words: What would you want to say to
your fellow humans that would make the most positive impact?’ It would be a close call between Love Thy
Neighbor and Wash Your Hands . A close third would be Move,
Move, Move.” —Mark Pettus, M.D., The Savvy Patient
“The most important thing you can do to keep
from getting sick is to wash your hands. ” —CDC/National Center for Infectious Diseases
EXCELLENCE.
ALWAYS.
“The First step in a ‘dramatic’
‘organizational change program’ is obvious—
dramatic personal change!” —RG
“You must
be the
change you wish to see in the
world.”Gandhi
25
EXCELLENCE.
ALWAYS.
The greatest dangerfor most of us
is not that our aim istoo high
and we miss it,but that it is
too lowand we reach it.
Michelangelo
Radically Thrilling Language!
“Radically Thrilling.”
—BMW Z4 (ad)
CWO*
*Chief WOW Officer
EXCELLENCE.
ALWAYS.
“Nothing is so contagious as enthusiasm.”
—Samuel Taylor Coleridge
“It’s always
showtime.”
—David D’Alessandro, Career Warfare
EXCELLE ALWAYS.
Synonyms
PurityTranscendence
VirtueEleganceMajesty
Antonyms
Mediocrity