tom peters’ re-imagine! business excellence in a disruptive age global salon business awards/...
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Tom Peters’
Re-Imagine!Business Excellence in a Disruptive AgeGlobal Salon Business Awards/
London/01June2004
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Slides at …
tompeters.com
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Montgomery Ward … Kmart … Sears … Macy’s … DEC … Wang
… Compaq … Chase Manhattan … American Motors … Chrysler …
U.S. Steel … Bethlehem Steel … AT&T … Soviet Union …
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Wal*Mart … Dell … Microsoft … U.S.A. …
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1. All Bets Are Off.
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“14 MILLION service jobs are in
danger of being shipped overseas” —
The Dobbs Report/USN&WR/11.03/re new UCB
study
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E.g. …
Jeff Immelt: 75% of “admin, back room, finance” “digitalized” in
3 years.
Source: BW (01.28.02)
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“WHAT ARE PEOPLE GOING TO DO WITH
THEMSELVES?” —Headline/
Fortune/ 11.03 (“We should finally admit that we do not and cannot know, and regard that fact with serenity
rather than anxiety.”)
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Jobs LostFormulaic intelligence (health record clerks, 63%/36K;
secretaries & typists, 30%/1.3M; bookkeepers, 13%/247K)
Manual dexterity (sewing machine ops, 50%/347K; lathe ops, 49%/30K; butchers, 23%/67K)
Muscle power (timber cutters, 32%/25K; farm workers, 20%/182K)
Source: “Where the Jobs Are”/NYT/05.13.2004/data 1994-2004
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Jobs GainedPeople skills & emotional intelligence (financial service sales, 78%/248K; RNs, 28%/512K; lawyers, 24%/182K)
Imagination & creativity (architects, 44%/60K; designers, 43%/230K; photographers, 38%/50K; hair
stylists and cosmetologists, 19%/146K)
Analytic reasoning (legal assts, 66%/159K; electronic engineers, 28%/147K)
Source: “Where the Jobs Are”/NYT/05.13.2004/data 1994-2004
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“We are in a
brawl with no rules.”
Paul Allaire
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Successful Businesses’ Dozen Truths: TP’s 30-Year Perspective
1. Insanely Great & Quirky Talent.2. Disrespect for Tradition.3. Totally Passionate (to the Point of Irrationality) Belief in What We Are Here to Do.4. Utter Disbelief at the BS that Marks “Normal Industry Behavior.”5. A Maniacal Bias for Execution … and Utter Contempt for Those Who Don’t “Get It.”6. Speed Demons.7. Up or Out. (Meritocracy Is Thy Name. Sycophancy Is Thy Scourge.)8. Passionate Hatred of Bureaucracy.9. Willingness to Lead the Customer … and Take the Heat Associated Therewith. (Mantra: Satan Invented Focus Groups to Derail True Believers.)10. “Reward Excellent Failures. Punish Mediocre Successes.” 11. Courage to Stand Alone on One’s Record of Accomplishment Against All the Forces of Conventional Wisdom.12. A Crystal Clear Understanding of Brand Power.
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2. The Destruction Imperative.
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“Wealth in this new regime flows directly from innovation, not
optimization. That is, wealth is not gained by perfecting the known,
but by imperfectly seizing the unknown.”
Kevin Kelly, New Rules for the New Economy
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Forget>“Learn”
“The problem is never how to get new, innovative
thoughts into your mind,
but how to get the old ones out.”
Dee Hock
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No Wiggle Room!
“Incrementalism is innovation’s worst enemy.”
Nicholas Negroponte
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“Beware of the tyranny of making Small Changes
to Small Things. Rather, make Big Changes to Big Things.” —Roger Enrico, former Chairman,
PepsiCo
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3. IS/ IT/ Web:“On the Bus” or “Off the Bus.”
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Case: CRM
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Amen!
“The Age of the
Never Satisfied Customer”
Regis McKenna
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“A seismic shift is underway in healthcare. The Internet is
delivering vast knowledge and new choices to consumers—raising their
expectations and, in many cases, handing them the controls.
[Healthcare] consumers are driving radical, fundamental change.”
Deloitte Research, “Winning the Loyalty of the eHealth Consumer”
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DIM/Self-service Rules!
ATMsCheckoutPhones
SpeedpassThe Web (eBay, Amazon,
Travelocity, Mapquest, banking et al.)HR, Project management, etc.
Minus 1.3M secretaries
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e-piphany
epicurious.com
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4. The Heart of the Value
Added Revolution: The “Solutions
Imperative.”
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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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“When we did it ‘right’ it was still pretty ordinary.”
Barry Gibbons on “Nightmare No. 1”
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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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Funky Business: “To succeed we must stop being so damn normal.
In a winner-takes-all world,
normal = nothing.”
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“The ‘surplus society’ has a surplus of
similar companies, employing
similar people, with similar educational backgrounds, coming up
with similar ideas, producing
similar things, with similar prices
and similar quality.”
Kjell Nordström and Jonas Ridderstråle, Funky Business
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“Companies have defined so much ‘best practice’
that they are now more or less identical.”
Jesper Kunde, Unique Now ... or Never
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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 its 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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“We make over three new product announcements a
day. Can you remember
them? Our customers can’t!”Carly Fiorina
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09.11.2000: HP bids
$18,000,000,000for
PricewaterhouseCoopersconsulting business!
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“These days, building the best server isn’t enough. That’s the
price of entry.”Ann Livermore, Hewlett-Packard
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Gerstner’s IBM: Systems Integrator of
choice. Global Services:
$35B. Pledge/’99: Business Partner Charter. 72 strategic partners,
aim for 200. Drop many in-house
programs/products. (BW/12.01).
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“Customer Satisfaction” to “Customer Success”
“We’re getting better at [Six Sigma] every day. But we really
need to think about the customer’s profitability. Are customers’
bottom lines really benefiting from what we provide them?”
Bob Nardelli, GE Power Systems
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Keep In Mind: Customer
Satisfaction versus
Customer
Success
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Nardelli’s goal ($50B to $100B by 2005):
“… move Home Depot beyond selling ‘goods’ to selling ‘home services.’ …
He wants to capture home improvement dollars wherever and
however they are spent.” E.g.: “house calls” (At-Home Service: $10B by ’05?) … “pros shops” (Pro Set) … “home project management”
(Project Management System … “a deeper selling relationship”).
Source: USA Today/06.14.2002
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“UPS wants to take over the sweet spot in the endless loop
of goods, information and capital that all the packages
[it moves] represent.”ecompany.com/06.01 (E.g., UPS Logistics
manages the logistics of 4.5M Ford vehicles, from 21 mfg. sites to 6,000 NA dealers)
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“No longer are we only an insurance provider. Today,
we also offer our customers the products and services that help them
achieve their dreams, whether it’s financial security, buying a car, paying
for home repairs, or even taking a dream vacation.”—Martin Feinstein, CEO,
Farmers Group
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And the Winners Are …
Televisions –12%Cable TV service +5%
Toys -10%Child care +5%
Photo equipment -7%Photographer’s fees +3%
Sports Equipment -2%Admission to sporting event +3%
New car -2%Car repair +3%
Dishes & flatware -1%Eating out +2%
Gardening supplies -0.1%Gardening services +2%
Source: WSJ/05.16.03
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FEES! FEES! FEES!
—Cover Story, BW/09.29.03
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5. A World of Scintillating
“Experiences.”
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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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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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WHAT CAN BROWN DO FOR YOU?
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The “Experience Ladder”
Experiences Services
Goods Raw Materials
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Duet … Whirlpool … “washing machine” to “fabric care system” … white goods: “a sea of
undifferentiated boxes” … $400 to $1,300 … “the Ferrari of washing machines” …
consumer: “They are our little mechanical buddies. They have personality. When they are
running efficiently, our lives are running efficiently. They are part of my family.” …
“machine as aesthetic showpiece” … “laundry room” to “family studio” / “designer laundry
room” (complements Sub-Zero refrigerator and home-theater center)
Source: New York Times Magazine/01.11.2004
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1997-2001
>$600: 10% to 18%$400-$600: 49% to 32%
<$400: 41% to 50%
Source: Trading Up, Michael Silverstein & Neil Fiske
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“Clients want either the best or
the least expensive; there
is no in between.” —John Dijulius, Secret
Service
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From “Service’ to “Cause”
7X. 730A-800P. F12A.*
*Plus: WOW Department’” “Kill a Stupid Rule” contests, etc. 2001R: 34%; P: 29%; ’90-’00: 2,048%. Commerce
Bank/NJ ($10B). Source: FC05.02.
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“Car designers need to create a story. Every car provides an
opportunity to create an adventure. …“The Prowler makes you smile. Why? Because it’s focused. It has a plot, a
reason for being, a passion.”
Freeman Thomas, co-designer VW Beetle; designer Audi TT
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Hmmmm(?): “Only” Words …
StoryAdventure
Smile Focus
PlotPassion
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First Step (?!): Hire a theater director, as
a consultant or FTE!
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Experience …
Cirque du Soleil
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DO YOU MEASURE UP?*
*If not, why not?
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Words
— Magician of Magical Moments— Maestro of Moments of Truth— Recruiter of Raving Fans— Impresario of First Impressions— Wizard of WOW— Captain of Brilliant Comebacks— Director of Electronic Customer Experiences— Conductor of Customer Intimacy— King of Customer Community— Queen of Customer Retention— CEO of Ownership Experience— Managing Director of After-sales Experience
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6. Experiences+: Embracing the
“Dream Business.”
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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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The marketing of Dreams (Dreamketing)
Dreamketing: Touching the clients’ dreams.
Dreamketing: The art of telling stories and entertaining.
Dreamketing: Promote the dream, not the product.
Dreamketing: Build the brand around the main dream.
Dreamketing: Build the “buzz,” the “hype,” the “cult.”
Source: Gian Luigi Longinotti-Buitoni
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(Revised) Experience Ladder
Dreams Come True Awesome Experiences
SolutionsServicesGoods
Raw Materials
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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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HORCHOW.COMFurniture. Accessories. Dreams.
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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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7. “It” all adds up
to … THE BRAND.
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The Heart of Branding …
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“WHO ARE WE?”
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“WHAT’S OUR
STORY?”
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“We are in the twilight of a society based on data. As information and intelligence become the domain of computers, society will place more value on the one human ability that cannot be automated: emotion.
Imagination, myth, ritual - the language of emotion - will affect everything from our purchasing decisions
to how we work with others. Companies will thrive on the basis of their stories and myths. Companies will need to understand
that their products are less important than their stories.”
Rolf Jensen, Copenhagen Institute for Future Studies
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DO THE HOUSEKEEPERS & CLERKS “BUY
IT”? [ARE YOU V-E-R-Y SURE?]
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“EXACTLY HOW ARE WE
DRAMATICALLY DIFFERENT?”
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“A great company is defined by the
fact that it is not compared
to its peers.”Phil Purcell, Morgan Stanley
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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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Brand = You Must Care!
“Success means never letting the competition
define you. Instead you have to define yourself based on a point of view you care deeply
about.” Tom Chappell, Tom’s of Maine
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Rules of “Radical Marketing”
Love + Respect Your Customers!Hire only Passionate Missionaries!Create a Community of Customers!
Celebrate Craziness!Be insanely True to the Brand!
Sam Hill & Glenn Rifkin, Radical Marketing (e.g., Harley, Virgin, The Dead, HBS, NBA)
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“Trustmarks come after brands;
Lovemarks come after Trustmarks. Think about how you make the most money. You make it when loyal users, heavy users, use your product all the time. So having a
long-term Love affair is better than having a trusting relationship —Kevin Roberts, Saatchi & Saatchi, The Future Beyond Brands:
Lovemarks
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8. Trends Worth Trillion$$$: Boomer
Bonanza/ Godzilla Geezer.
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Subject: Marketers & Stupidity
“It’s 18-44, stupid!”
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Subject: Marketers & Stupidity
Or is it: “18-44 is stupid,
stupid!”
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2000-2010 Stats
18-44: -1%
55+: +21%(55-64: +47%)
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44-65: “New Consumer Majority” *
*45% larger than 18-43; 60% larger by 2010Source: Ageless Marketing, David Wolfe & Robert Snyder
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“The New Consumer Majority is the only adult
market with realistic prospects for significant
sales growth in dozens of product lines for thousands of companies.” —David Wolfe & Robert
Snyder, Ageless Marketing
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Aging/“Elderly”
$$$$$$$$$$$$“I’m in charge!”
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“Sixty Is the New Thirty”
—Cover/AARP/11.03
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50+
$7T wealth (70%)/$2T annual income50% all discretionary spending
79% own homes/40M credit card users41% new cars/48% luxury cars
$610B healthcare spending/74% prescription drugs
5% of advertising targets
Ken Dychtwald, Age Power: How the 21st Century Will Be Ruled by the New Old
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“Households headed by someone 40 or older enjoy 91% ($9.7T) of
our population’s net worth. … The mature market is the dominant
market in the U.S. economy, making the majority of
expenditures in virtually every category.” —Carol Morgan & Doran Levy, Marketing to
the Mindset of Boomers and Their Elders
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“Marketers attempts at reaching those over 50 have
been miserably unsuccessful. No market’s motivations and needs are so poorly understood.”—Peter
Francese, founding publisher, American Demographics
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“Women 65 and older spent $14.7 billion on apparel in 1999, almost as much as that
spent by 25- to 34-year-olds. While spending by the older women increased by
12% from the previous year, that of the younger group increased by only 0.1%. But who in the fashion industry is
currently pursuing this market?” —Carol Morgan & Doran Levy, Marketing to the Mindset of Boomers and
Their Elders
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Possession Experiences /“Desires for things”/Young adulthood/to 38
Catered Experiences/ “Desires to be served by others”/Middle adulthood
Being Experiences/“Desires for trancendaing experiences”/Late
adulthood
Source: David Wolfe and Robert Snyder/Ageless Marketing
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“ ‘Age Power’ will rule the 21st century, and we are woefully
unprepared.”Ken Dychtwald, Age Power: How the 21st
Century Will Be Ruled by the New Old
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Addenda
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“The baby-boom generation is the
first wellness generation.” —Paul Zane Pilzer/
The Wellness Revolution: The Next Trillion Dollar Industry
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Wellness = $$$$$$$$
Currently $200B, $1T by 2013 (Source: Paul Zane
Pilzer, The Wellness Revolution: The Next Trillion Dollar Industry)
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9. Toward Work that Matters: The
WOW Project.
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Your Current Project?
1. Another day’s work/Pays the rent.4. Of value.7. Pretty Damn Cool/Definitely subversive.10. WE AIM TO CHANGE THE WORLD. (Insane!/Insanely Great!/WOW!)
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“Astonish me!” / S.D.
“Build something great!” / H.Y.
“Immortal!” / D.O.
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“Let’s make a dent in the universe.”
Steve Jobs
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Characteristics of the “Also rans”*
“Minimize risk”“Respect the chain of
command”“Support the boss”
“Make budget”*Fortune, article on “Most Admired Global Corporations”
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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
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10. Boss Job One:
The Talent Obsession.
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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: Business2.0/12.2002-01.2003
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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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Les Wexner: From sweaters to people!
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From “1, 2 or you’re out” [JW] to …
“Best Talent in each industry segment to build
best proprietary intangibles” [EM]
Source: Ed Michaels, War for Talent
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Message: Some people are better than other
people. Some people are a helluva lot better than other
people.
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“Top performing companies are two to four times more likely
than the rest to pay what it takes to prevent losing
top performers.”
Ed Michaels, War for Talent (05.17.00)
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“AS LEADERS, WOMEN RULE: New Studies find that female managers
outshine their male counterparts in almost
every measure”Title, Special Report, BusinessWeek, 11.20.00
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The Cracked Ones Let in the Light
“Our business needs a massive transfusion of talent, and talent, I believe, is most likely to be found
among non-conformists, dissenters and rebels.”
David Ogilvy
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What’s your company’s …
EVP?Employee Value Proposition, per Ed
Michaels et al., The War for Talent;
IBP/Internal Brand Promise per TP
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EVP = Challenge, professional growth, respect, satisfaction, opportunity, reward
Source: Ed Michaels et al., The War for 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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11. Leading in Totally
Screwed Up Times: The Passion Imperative!
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Leadership Is a …
Mutual Discovery Process.
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“Ninety percent of what we call ‘management’ consists of making it
difficult for people to get things done.” – P.D.
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“I don’t know.”
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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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Whoops: Jack didn’t have a vision!
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“A leader is a dealer in hope.”
Napoleon
(+TP’s writing room pics)
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“To Don’t ” List
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Fail. Forward. Fast. –High-tech Exec
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“Reward excellent
failures. Punish mediocre successes.”
Phil Daniels, Sydney exec (and, de facto, Jack)
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Leaders … Make Their Mark /
Leaders … Do Stuff That Matters
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“I never, ever thought of myself
as a businessman. I was interested in creating
things I would be proud of.” —Richard Branson
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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 DePree, Herman Miller
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Leaders Don’t Create “Followers”:
THEY CREATE LEADERS!
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“I start with the premise that the
function of leadership is to produce more leaders, not more
followers.”—Ralph Nader
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PJ: “Coaching is winning
players over.”
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G.H.: “Create a ‘cause,’ not a ‘business.’ ”
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“Vision is a love affair with an idea.”—Boyd Clarke & Ron
Crossland, The Leader’s Voice
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BZ: “I am a … Dispenser of Enthusiasm!”
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“You can’t behave in a calm, rational
manner. You’ve got to be out there on
the lunatic fringe.” —
Jack Welch
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“I’m looking for insane
commitment.” —Twyla
Tharp, The Creative Habit
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Leaders Focus on
the SOFT STUFF!
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“Soft” Is “Hard”
- ISOE
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Message: Leadership is all about love! [Passion, Enthusiasms, Appetite for Life,
Engagement, Commitment, Great Causes & Determination to Make a
Damn Difference, Shared Adventures, Bizarre Failures, Growth, Insatiable
Appetite for Change.] [Otherwise, why bother? Just read Dilbert. TP’s final words: CYNICISM SUCKS.]
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“Ph.D. in leadership. Short course: Make a short list of all
things done to you that you abhorred. Don’t do them to
others. Ever. Make another list of things done to you that you
loved. Do them to others. Always.”
— Dee Hock
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Leaders Give … RESPECT!
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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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Amen!
“What creates trust, in the end, is the leader’s
manifest respect for the followers.” — Jim O’Toole, Leading Change
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Leaders Say
“Thank You.”
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“The deepest human
need is the need to be appreciated.”
William James
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“We look for ...
“... listening, caring, smiling, saying ‘Thank
you,’ being warm.”— Colleen Barrett, President, Southwest Airlines
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Leadership Is a …
Performance.
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“It is necessary for the President to be the
nation’s No. 1 actor.”
FDR
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“You can’t lead a cavalry charge if you think you look funny on a
horse.” —John Peers, President, Logical
Machine Corporation
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Leaders … Are The Brand
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“You must be the change you
wish to see in the world.”
Gandhi
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Leaders … Have a
GREAT STORY!
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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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Leaders don’t just make products and make decisions.
Leaders make meaning. – John Seely Brown
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Leaders … Enjoy Leading.
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“Warren, I know you want to ‘be’
president. But do you want to ‘do’
president?”
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Leaders ???:
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“Leadership is the PROCESS of
ENGAGING PEOPLE in CREATING a LEGACY
of EXCELLENCE.”
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“ ‘It’s only business, not personal’ … IT
ALWAYS IS PERSONAL.”
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“LEADERS NEED TO BE THE ROCK OF
GIBRALTAR ON ROLLER BLADES”
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“If you ask me what I have come to do in this
world, I who am an artist, I will reply: I am here to live my life out
loud.” — Émile Zola
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Have you changed
civilization today?Source: HP banner ad
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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/10.03
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Kevin Roberts’ Credo
1. Ready. Fire! Aim.2. If it ain’t broke ... Break it!3. Hire crazies.4. Ask dumb questions.5. Pursue failure.6. Lead, follow ... or get out of the way!7. Spread confusion.8. Ditch your office.9. Read odd stuff.10. Avoid moderation!
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HTSH: Engage!
Commit! Engage! Try! Fail! Get up! Try again! Fail again! Try again! But never, ever stop
moving on! Progress for humanity is engendered by those who join and savor the
fray by giving one hundred percent of themselves to their dreams! Not by those timid souls who remain glued to the sidelines, stifled by tradition, and fearful of losing face or giving
offense to the reigning authorities.
Key words: Commit! Engage! Try! Fail! Persist!
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HTSH: You Must Care
Make the time each day to offer an expression of appreciation to just one of your fellow human
beings. It is the accumulation of such “small” kindnesses and acts of recognition that add up to a life worth having been lived. In short … you
must care. You must wear your passion and compassion on your sleeve, and attend
assiduously to the moment. It will not come ‘round again.
Key word: Care
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Thank You!