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Tom Peters’ Excellence: The
Relentless Pursuit of Dramatic Difference!
Tanning World ExpoNashville/07 October 2005
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Slides at …
tompeters.com
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2/50415/798
7-124, 4#1
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2%/50%
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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
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$415/SqFt$798/SqFt
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7X. 730A-800P. F12A.
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4 days/week
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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
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Wegmans: #1100 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.
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My Story I.
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“Best” is not
Good enough!*
*Suggests a linear measurement rod
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GH (+TP):
“Get better” vs
“Get different”
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“It is not the strongest of the species that survives, nor the most intelligent,
but the one most responsive to change.” —Charles Darwin
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Just Say “No” to …
Imitation!
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“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/08.11.03
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“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/02.2003
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Point of
View!
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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
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“Every project we undertake starts
with the same question: ‘How can we do what has never been done before?’”
—Stuart Hornery, Lend Lease
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“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
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Your time is limited, so don’t waste it living
someone else’s life. —Steve Jobs
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Avoid … Moderation!
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“While everything may
be better, it is also increasingly the same.”
Paul Goldberger on retail, “The Sameness of Things,” The New York Times
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“Insanely Great”
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“Gasp-worthy!
”
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WallopWal*Mart16
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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!!)
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Up, Up, Up, Up
the Value-added Ladder.
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Experience
it!
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“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
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“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
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“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
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The “Experience Ladder”
Experiences Services
Goods Raw Materials
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Beyond the “Transaction”/ “Satisfaction” Mentality
“Good hotel”/ “Happy guest”/ “Exceeded
Expectations”vs.
“Great Vacation!”/ “Great Conference!”/ “Operation Personal
Renewal!”
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CXO*
*Chief eXperience Officer
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No!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
“Exceeds
expectations”
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KFC (et al.)
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“When we did it ‘right’ it was still pretty ordinary.”
Barry Gibbons on “Nightmare No. 1”
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This is not a “mature
category.”
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This is an “undistinguished
category.”
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A B C D E Avg
Toilets 0 1 6 5 5 D
Gen’l Cleanliness 1 2 8 5 1 C- Speed 5 6 4 2 0 B
Attitude 1 3 8 4 1 C
Overall “Experience” 0 3 9 5 0 C-
TOTAL 7 15 35 21 7
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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
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Dream it!
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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
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Experience Ladder
Dreams Come True Awesome Experiences
ServicesGoods
Raw Materials
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“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
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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
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Design it!
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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
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“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
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“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
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Love it!
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“Brands have run out of
juice. They’re dead.” —Kevin Roberts/Saatchi &
Saatchi
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Kevin Roberts:
Lovemarks!
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Brand …………………………………………………. LovemarkRecognized by consumers ………………. Loved by PeopleGeneric ………………………………………………… PersonalPresents a narrative ………………….. Creates a Love storyThe promise of quality ……………… A touch of SensualitySymbolic ………………………………………………….. IconicDefined ………………………………………………….. InfusedStatement ………………………………………………….. StoryDefined attributes ……………………... Wrapped in MysteryValues ………………………………………………………. SpiritProfessional …………………………... Passionately CreativeAdvertising agency ………………………….. Ideas company
Source: Kevin Roberts, Lovemarks
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“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
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Tattoo Brand: What % of users would tattoo the brand name on
their body?
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Top 10 “Tattoo Brands”*
Harley .… 18.9%Disney .... 14.8
Coke …. 7.7Google .... 6.6Pepsi .... 6.1Rolex …. 5.6Nike …. 4.6
Adidas …. 3.1Absolut …. 2.6
Nintendo …. 1.5
*BRANDsense: Build Powerful Brands through Touch, Taste, Smell, Sight, and Sound, Martin Lindstrom
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Lovemark Dreams Come True
Awesome ExperiencesSolutions
ServicesGoods
Raw Materials
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My Story II.
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Four Seasons
Clean (“Sparkle”)Windows that open
1-hour pressingPrompt in general
High-speed accessWell appointed
Nearby running idealGreat bed & pillowsSpacious bathroom
AttitudePersonal
AnticipateRemember my name (Everybody)
FlowersAmbience
Reeks of distinction/DDFlowers when my Mom died/Hans’ drawings/John’s mouse pads
“Home”
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Flower Power!
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Whole Foods
Astounding selectionAstounding quality
Fun to choose (Buy FAR more than intended)
Genius merchandisingUse of color
AttitudeKnowledgeable
ParkingCheckout
Reeks of distinction/DD Clean (“Eat off the floor”/the food)
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Tom P’s Hotel10/05.05.05
1. 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!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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Franchise Lost
TP: “How many of you [600] really crave a new
Chevy?”NYC/IIR/061205
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Talent Time!
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Brand = Talent.
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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
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“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
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PARC’s Bob Taylor:
“Connoisseur of Talent”
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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
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“Leaders
‘do’ people. P-e-r-i-o-d.” —Anon.
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PARC’s Bob Taylor:
“Connoisseur of Talent”
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Les Wexner: From sweaters to … people!
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Leading!
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G.H.: “Create a ‘cause,’ not a ‘business.’ ”
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“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
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“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)
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Quests!
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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.”
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Yes!!!!!!!!!!!!!!!!!
“free to do his or her absolute best” …
“allow its members to discover their
greatness.”
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RE/MAX: A “Life Success
Company”Source: Everybody Wins, Phil Harkins & Keith Hollihan
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"If your actions inspire others to dream more, learn more, do more
and become more, you are a leader." —John Quincy Adams
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BZ: “I am a … Dispenser of Enthusiasm!”
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“Nothing is so contagious as enthusiasm.”
—Samuel Taylor Coleridge
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“A man without a smiling face
must not open a shop.” —Chinese Proverb*
*Courtesy Tom Morris, The Art of Achievement
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“If you don’t listen, you don’t sell
anything.”
—Carolyn Marland/MD/Guardian Group
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“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
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“The deepest human need
is the need to be appreciated.”
William James
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PJ: “Coaching is winning
players over.”
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“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
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Rodale’s on “Grace” …
elegance … charm … loveliness … poetry in motion … kindliness ..
benevolence … benefaction …
compassion … beauty
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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
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“A key – perhaps the key – to leadership is
the effective communication
of a story.”—Howard Gardner/Leading Minds:
An Anatomy of Leadership
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Leader Job 1
Paint Portraits of
Excellence!
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“You must be the change you wish to see in the world.”
Gandhi
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Excellence = X1*
* Tom Watson sr/1-minute X
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Avoid … Moderation!
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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