Tom Peters’ Excellence: The Relentless Pursuit of Dramatic Difference! Tanning World Expo Nashville/07 October 2005.

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Presentation transcript:

Tom Peters’ Excellence: The Relentless Pursuit of Dramatic Difference! Tanning World Expo Nashville/07 October 2005

Slides at … tompeters.com

2/50 415/ , 4 #1

2%/50%

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

$415/SqFt $798/SqFt

7X. 730A- 800P. F12A.

4 days/week

Talent! 1000/204/ 4* * “Princes” & “Princesses” who said “Yes” to the Dream (top agents, confident to operate without a safety net) Source: Everybody Wins, Phil Harkins & Keith Hollihan

Wegmans: #1 100 Best Companies to Work for 84%: Grocery stores “are all alike” 46%: additional spend if customers have an “emotional connection” to a grocery store rather than “are satisfied” (Gallup) “Going to Wegmans is not just shopping, it’s an event.” —Christopher Hoyt, grocery consultant “You cannot separate their strategy as a retailer from their strategy as an employer.” —Darrell Rigby, Bain & Co.

My Story I.

“Best” is not Good enough ! * *Suggests a linear measurement rod

GH (+TP): “Get better” vs “Get different”

“ It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change.” —Charles Darwin

Just Say “No” to … Imitation!

“To grow, companies need to break out of a vicious cycle of competitive benchmarking and imitation.” —W. Chan Kim & Renée Mauborgne, “Think for Yourself —Stop Copying a Rival,” Financial Times/

“This is an essay about what it takes to create and sell something remarkable. It is a plea for originality, passion, guts and daring. You can’t be remarkable by following someone else who’s remarkable. One way to figure out a theory is to look at what’s working in the real world and determine what the successes have in common. But what could the Four Seasons and Motel 6 possibly have in common? Or Neiman- Marcus and Wal*Mart? Or Nokia (bringing out new hardware every 30 days or so) and Nintendo (marketing the same Game Boy 14 years in a row)? It’s like trying to drive looking in the rearview mirror. The thing that all these companies have in common is that they have nothing in common. They are outliers. They’re on the fringes. Superfast or superslow. Very exclusive or very cheap. Extremely big or extremely small. The reason it’s so hard to follow the leader is this: The leader is the leader precisely because he did something remarkable. And that remarkable thing is now taken—so it’s no longer remarkable when you decide to do it.” —Seth Godin, Fast Company/

Point of View !

R.POV8* *Remarkable Point Of View/8 Words or less/“If you can’t state your position in eight words or less you don’t have a position.”--SG

“Every project we undertake starts with the same question: ‘ How can we do what has never been done before?’” —Stuart Hornery, Lend Lease

“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

Your time is limited, so don’t waste it living someone else’s life. —Steve Jobs

Avoid … Moderation!

“While everything may be better, it is also increasingly the same.” Paul Goldberger on retail, “The Sameness of Things,” The New York Times

“Insanely Great”

“Gasp- worthy!”

WallopWal*Mart16

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!!)

Up, Up, Up, Up the Value-added Ladder.

Experience it !

“ Experiences are as distinct from services as services are from goods.” Joseph Pine & James 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

The “Experience Ladder” Experiences Services Goods Raw Materials

Beyond the “Transaction”/ “Satisfaction” Mentality “Good hotel”/ “Happy guest”/ “Exceeded Expectations” vs. “Great Vacation!”/ “Great Conference!”/ “Operation Personal Renewal!”

C X O* *Chief e X perience Officer

No!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! “ Exceeds expectations”

KFC (et al.)

“When we did it ‘right’ it was still pretty ordinary.” Barry Gibbons on “Nightmare No. 1”

This is not a “mature category.”

This is an “undistinguished category.”

A B C D E Avg Toilets D Gen’l Cleanliness C- Speed B Attitude C Overall “Experience” C- TOTAL

Fight ’til Death! “I thought, ‘What a dreadful mission I have in life.’ I’d love to get six-thousand restaurants up to spec, but when I do it’s ‘Ho-hum.’ It’s bugged me ever since. It’s one of the great paradoxes of modern business. We all know distinction is key, and yet in the last twenty years we have created a plethora of ho-hum products and services. Just go fly in an airplane. It could be such an enlightening experience. Ho-hum. We swim in an ocean of ho-hum, and I’m going to fight it. I’m going to die fighting it.” — Barry Gibbons

Dream it !

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

Experience Ladder Dreams Come True Awesome Experiences Services Goods Raw Materials

“The Ritz-Carlton experience enlivens the senses, instills well- being, and fulfills even the unexpressed wishes and needs of our guests.” — from the Ritz-Carlton Credo

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

Design it !

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

“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 McDonald’s was to the Age of Convenience or Ford was to the Age of Mass Production—the touchstone success story, the exemplar of all that is good and bad about 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

“We don’t have a good language to talk about this kind of thing. In most people’s 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

Love it !

“ Brands have run out of juice. They’re dead.” —Kevin Roberts/Saatchi & Saatchi

Kevin Roberts: Lovemarks !

Brand …………………………………………………. Lovemark Recognized by consumers ………………. Loved by People Generic ………………………………………………… Personal Presents a narrative ………………….. Creates a Love story The promise of quality ……………… A touch of Sensuality Symbolic ………………………………………………….. Iconic Defined ………………………………………………….. Infused Statement ………………………………………………….. Story Defined attributes ……………………... Wrapped in Mystery Values ………………………………………………………. Spirit Professional …………………………... Passionately Creative Advertising agency ………………………….. Ideas company Source: Kevin Roberts, Lovemarks

“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

Tattoo Brand : What % of users would tattoo the brand name on their body?

Top 10 “Tattoo Brands”* Harley.… 18.9% Disney Coke …. 7.7 Google Pepsi 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

Lovemark Dreams Come True Awesome Experiences Solutions Services Goods Raw Materials

My Story II.

Four Seasons Clean (“Sparkle”) Windows that open 1-hour pressing Prompt in general High-speed access Well appointed Nearby running ideal Great bed & pillows Spacious bathroom Attitude Personal Anticipate Remember my name (Everybody) Flowers Ambience Reeks of distinction/DD Flowers when my Mom died/Hans’ drawings/John’s mouse pads “Home”

Flower Power!

Whole Foods Astounding selection Astounding quality Fun to choose (Buy FAR more than intended) Genius merchandising Use of color Attitude Knowledgeable Parking Checkout Reeks of distinction/DD Clean (“Eat off the floor”/the food)

Tom P’s Hotel10 / Brand Distinction (“dramatic difference” or bust) must be … Crystal Clear. 2. SPARE NO EXPENSE IN FINDING THE BEST (AWESOME) PROPERTY MANAGER. 3. The individual “property’s” “Point of View” must be Clear to One & All. (Beyond the generic “brand promise.”) 4. Aim “Strategically” at WOMEN as Guests & Meeting Planners. 5. Aim directly at BOOMERS & GEEZERS. 6. #4 & #5 above call for “cultural re-alignment,” not mere “strategic” “programs.” 7. Never assume you’re “Okay on the basics.” (YOU PROBABLY AREN’T.) 8. “MBWA” (Managing By Wandering Around) is Alive & Well … and applies to Owners! 9 Fortune says Wegmans (groceries!!!) is the # 1 Place to Work in America … WHAT ABOUT/WHY NOT YOUR HOTEL/S? 10. AMAZE ME!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Franchise Lost TP: “How many of you [600] really crave a new Chevy?” NYC/IIR/061205

Talent Time!

Brand = Talent.

Talent! Tina Brown: “The first thing to do is to hire enough talent that a critical mass of excitement starts to grow.” Source: Business2.0

“The leaders of Great Groups love talent and know where to find it. They revel in the talent of others.” Warren Bennis & Patricia Ward Biederman, Organizing Genius

PARC’s Bob Taylor: “Connoisseur of Talent”

Our Mission To develop and manage talent; to apply that talent, throughout the world, for the benefit of clients; to do so in partnership; to do so with profit. WPP

“Leaders ‘ do’ people. P-e-r-i-o-d.” —Anon.

PARC’s Bob Taylor: “Connoisseur of Talent”

Les Wexner: From sweaters to … people!

Leading!

G.H.: “Create a ‘cause,’ not a ‘business.’ ”

“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

“People want to be part of something larger than themselves. They want to be part of something they’re really proud of, that they’ll fight for, sacrifice for, trust.” —Howard Schultz, Starbucks (IBD/09.05)

Quests!

Organizing Genius / Warren Bennis and Patricia Ward Biederman “Groups become great only when everyone in them, leaders and members alike, is free to do his or her absolute best.” “The best thing a leader can do for a Great Group is to allow its members to discover their greatness.”

Yes!!!!!!!!!!!!!!!!! “free to do his or her absolute best” … “allow its members to discover their greatness.”

RE/MAX: A “Life Success Company” Source: Everybody Wins, Phil Harkins & Keith Hollihan

"If your actions inspire others to dream more, learn more, do more and become more, you are a leader." —John Quincy Adams

BZ: “I am a … Dispenser of Enthusiasm!”

“Nothing is so contagious as enthusiasm.” —Samuel Taylor Coleridge

“A man without a smiling face must not open a shop.” —Chinese Proverb* *Courtesy Tom Morris, The Art of Achievement

“If you don’t listen, you don’t sell anything.” —Carolyn Marland/MD/Guardian Group

“It was much later that I realized Dad’s secret. He gained respect by giving it. He talked and listened to the fourth-grade kids in Spring Valley who shined shoes the same way he talked and listened to a bishop or a college president. He was seriously interested in who you were and what you had to say.” Sara Lawrence-Lightfoot, Respect

“The deepest human need is the need to be appreciated.” William James

PJ: “Coaching is winning players over.”

“My favorite word is grace – whether it’s amazing grace, saving grace, grace under fire, Grace Kelly. How we live contributes to beauty – whether it’s how we treat other people or the environment.” —Celeste Cooper, designer

Rodale’s on “Grace” … elegance … charm … loveliness … poetry in motion … kindliness.. benevolence … benefaction … compassion … beauty

Sir Richard’s Rules: Follow your passions. Keep it simple. Get the best people to help you. Re-create yourself. Play. Source: Fortune on Branson/10.03

“A key – perhaps the key – to leadership is the effective communication of a story.” —Howard Gardner/Leading Minds: An Anatomy of Leadership

Leader Job 1 Paint Portraits of Excellence !

“You must be the change you wish to see in the world.” Gandhi

Excellence = X1* * Tom Watson sr/1-minute X

Avoid … Moderation!

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