1. Maximising Business Potential Through Culture Leveraging the Competitive Advantage Margaret Manson | Chief Inspirator | InnoFuture

2. New ‘Silicon Valley’ - Gangnam Style

3. Passion For Making a Difference

4. Business has Two Functions: Marketing and Innovation

5. The Challenge. Think differently about Marketing and Innovation.

6. Complexity is the Silent Killer of Business.

7. Non-Negotiable Principles Southwest Airlines: “THE low-fare airline” “Will adding a chicken Caesar salad help us be “THE low-fare airline” in those markets?”

8. Designed to Achieve Bigger Goals: Continental Airlines: “On-Time Arrivals”

9. Designed to Achieve Bigger Goals: Alcoa: “No worker accidents”

10. Who Moved My Cheese? Minding the Competitive Advantage Nokia

11. Who Moved My Cheese? Minding the Competitive Advantage Sony

12. Who Moved My Cheese? Minding the Competitive Advantage Blackberry

13. Who Moved My Cheese? Minding the Competitive Advantage HP

14. What You Can’t See, Can Kill You!

15. Culture Pays

17. The holy union of Product and Customer Experience Design‘Insane.’

18. Culture Pays "If we get the culture right, then everything else, including the customer service, will fall into place" Tony Hsieh, CEO, Zappos

19. Culture Pays

21. Culture: a Business Process Competitive Advantage “If you put good people in bad systems, you will get bad results.” Stephen Covey

22. 5. Rituals Six Steps Culture: a Business Process Six Steps 1. Insight 2. Roadmap 3. Leader 6. Toolbox 4. Navigators Leader-top-down-driven Process Self-correcting Culture-bottom-up-driven Process

23. 1.Provide Direction 2.Lead by Example Two Strategic Moves Culture - a Business Process: Two Strategic Moves

24. Providing Direction Vision “We are what and where we are because we have first imagined it.” Donald Curtis Mission The Mission is not a slogan.

25. McDonalds: Mission "To provide the fast food customer food prepared in the same high-quality manner world-wide that is tasty, reasonably-priced & delivered consistently in a low-key décor and friendly atmosphere.“

26. McDonalds: Mission 1.Key Market 1.Key Market - the fast food customer world-wide 2.Contribution 2.Contribution - tasty and reasonably-priced food prepared in a high-quality manner 3.Differentiation 3.Differentiation - delivered consistently (world-wide) in a low-key décor and friendly atmosphere.

27. Leading by Example Evangelising the Customer And Employee Experience

28. Takeaway Dig up your company’s Mission statement and examine it. Does it provide clear answers to these 3 questions? 1.Who is our customer 2.What is our contribution: what is the core service we provide 3.What is your differentiation: What is the ONE thing you need to focus on to ensure you are on the right track and IMPROVING?

29. One more thing… This process conditions people for change. Change before you have to!