1. EXCELLENCE. ALWAYS. American Gem Society/Breaking Barriers Tom Peters/28April2006/Orlando

2. Slides at … tompeters.com

3. EXCELLENCE. MANHOLE COVER MADNESS.

4. Chicagoland’s Mystery Disappearances …

5. EXCELLENCE. THE MANDATE.

6. “If you don’t like change, you’re going to like irrelevance even less.” —General Eric Shinseki, Chief of Staff. U. S. Army

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

8. EXCELLENCE. THE WORD.

9. Synonyms Purity Transcendence Virtue Elegance Majesty Antonyms Mediocrity

10. EXCELLENCE. GAMECHANGER.

11. 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”

12. The World of In Search of Excellence: 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.

13. 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

14. EXCELLENCE. WANTING.

15. Radio City Music Hall September 2005

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

17. This is not a “mature category.”

18. This is an “ undistinguished category.”

19. EXCELLENCE. DOABLE.

20. Summary: WallopWal*Mart16* *Or: Why it’s so absurdly easy to beat a GIANT Company

21. 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!!)

22. $798

23. $415/SqFt/Wal*Mart $798/SqFt/Whole Foods

24. EXCELLENCE! ALWAYS!

25. $798

26. 7X. 730A- 800P. F12A.* *’93-’03/10 yr annual return: CB: 29%; WM: 17%; HD: 16%. Mkt Cap: 48% p.a.

28. “It’s simple, really, Tom. Hire for s, and, above all, promote for s.” —Starbucks middle manager/field

29. #1/100 “ Best Companies to Work for” /2005

30. Wegmans

31. EXCELLENCE. #1T.

32. Donnelly’s Weatherstrip Service Weymouth MA

33. Cirque du Soleil !

34. EXCELLENCE. OPPORTUNITY.

35. “Women are the majority market” —Fara Warner/The Power of the Purse

36. The Perfect Answer Jill and Jack buy slacks in black…

38. 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.

39. 10. Women’s Market = Opportunity No. 1.

40. “Women don’t buy brands. They join them.” EVEolution

41. 2.6 vs. 21

42. EXCELLENCE. AARGH.

43. 6/44

44. P&G

45. EXCELLENCE. FOUND.

46. “To be a leader in consumer products, it’s critical to have leaders who represent the population we serve.” —Steve Reinemund/PepsiCo

47. EXCELLENCE. OPPORTUNITY.

48. 10.6

49. EXCELLENCE. OPPORTUNITY.

50. 2000-2010 Stats 18-44: -1% 55+: +21% (55-64: +47%)

51. 44-65: “New Customer Majority” * *45% larger than 18-43; 60% larger by 2010 Source: Ageless Marketing, David Wolfe & Robert Snyder

52. “Baby-boomer Women: The Sweetest of Sweet Spots for Marketers” —David Wolfe and Robert Snyder, Ageless Marketing

53. EXCELLENCE. OPPORTUNITY.

54. Fastest growing demographic: Single-person Households (>50% in London, Stockholm, etc) Source: Richard Scase

55. EXCELLENCE. OPPORTUNITY.

56. Women. Women business owners. Boomers-Geezers. Single-adults (Urban)

57. EXCELLENCE. VALUE ADDED.

58. $55B

59. EXCELLENCE. UP THE LADDER.

60. Huge: Customer Satisfaction versus Customer Success

61. The Value-added Ladder/Opportunity-seeking Gamechanging Solutions Services Goods Raw Materials

62. EXCELLENCE. EXPERIENCE IT.

63. “ 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

64. “ 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

65. “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

66. Warren Goes Shopping …

67. Q: “Why did you buy Jordan’s Furniture?” A: “Jordan’s is spectacular. It’s all showmanship.” Source: Warren Buffet /interview/Boston Sunday Globe

68. EXCELLENCE. UP THE LADDER.

69. The Value-added Ladder/Memorable Connection Spellbinding Experiences Gamechanging Solutions Services Goods Raw Materials

70. C X O* *Chief e X perience Officer

71. EXCELLENCE. BONUS.

72. Flower Power!

73. EXCELLENCE. DREAM IT.

74. 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

75. EXCELLENCE. UP THE LADDER.

76. The Value-added Ladder/Emotion Dreams Come True Spellbinding Experiences Gamechanging Solutions Services Goods Raw Materials

77. C DM* *Chief Dream Merchant

78. EXCELLENCE. THE STORY.

79. “Storytelling is the core of culture.” —Branded Nation: The Marketing of Megachurch, College Inc., and Museumworld, James Twitchell

80. Market Power = Story Power = Dream Power

81. C ST O* *Chief Storytelling Officer

82. EXCELLENCE. ALWAYS.

83. . “Everyone lives by selling something.” – Robert Louis Stevenson

84. Sell Sell Sell

85. C R O* *Chief Revenue Officer

86. EXCELLENCE. BEDROCK.

87. Brand = Talent.

88. “We are a ‘Life Success’ Company’ Dave Liniger, founder, RE/MAX

89. Health: Century21.Job # 1

90. Quality! Prevention! Wellness! Chronic Care! Childhood Obesity! H5N1!

91. Childhood Obesity > Terrorism Source: Mike Levitt

92. EXCELLENCE. BEDROCK.

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

94. 25

95. EXCELLENCE. STRETCH.

96. 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

97. “ Beware of the tyranny of making Small Changes to Small Things. Rather, make Big Changes to Big Things.” —Roger Enrico, former Chairman, PepsiCo

98. “Reward excellent failures. Punish mediocre successes.” Phil Daniels, Sydney exec

99. EXCELLENCE. WOW.

100. Synonyms Purity Transcendence Virtue Elegance Majesty Antonyms Mediocrity

101. Radically Thrilling Language! “Radically Thrilling.” —BMW Z4 (ad)

102. C W O* *Chief WOW Officer

103. EXCELLENCE. WOW. NOW.

104. “ It’s always showtime.” —David D’Alessandro, Career Warfare

105. EXCELLE ALWAYS.