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THE SIN OF “SEND”

THE SIN OF “SEND”. “The central element of good decision-making is a person’s ability to manage delay.” —Frank Partnoy, Wait: The Art and Science of Delay. Do NOT push “SEND.” Pause. Five minutes. An hour. Overnight. (TWWNCTAE/The World Will

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THE SIN OF “SEND”

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  1. THE SIN OF “SEND”

  2. “The central element of good decision-making is a person’s ability to manage delay.” —Frank Partnoy, Wait: The Art and Science of Delay

  3. Do NOT push “SEND.” Pause. Five minutes. An • hour. Overnight. (TWWNCTAE/The World Will • Not Come To An End.) (SBOOSR/Stop Being One • Of Skinner’s Rats) • 2. Do NOT immediately respond to that IM • (unless it is a car accident involving spouse • or child). PAUSE. REFLECT. (TWWNCTAE/ • SBOOSR) • 3. Responding to that email CAN wait an hour. • Can wait a … DAY. Pause. Think. Counsel with • others. (TWWNCTAE/SBOOSR) • AXIOM2015: The word “Instant” [yes, even in • 2015] and the words “creative” “considered” • “thoughtful” “excellence” are NOT congruent. • (TWWNCTAE/SBOOSR)

  4. Gratuitous Comments 1. It’s always the designer’s fault. 2. 9 of 10 infographics suck. 3. 8 of 10 sets of signs and directions (manuals) suck. 4. Any idiot can get the big stuff right. 5. Men cannot design for women/ 21-year-olds cannot design for 51-year-olds. 6. Speed kills. 7. WTTMSW/Whoever Tries The Most Stuff Wins.

  5. Infographic:A tangled, multicolored graphic representation that turns a complex idea into an incomprehensible complex idea.* *C.f., Economist, Wall Street Journal, New York Times, etc.

  6. Gratuitous Comments 1. It’s always the designer’s fault. 2. 9 of 10 infographics suck. 3. 8 of 10 sets of signs and directions (manuals) suck. 4. Any idiot can get the big stuff right. 5. Men cannot design for women/ 21-year-olds cannot design for 51-year-olds. 6. Speed kills. 7. WTTMSW/Whoever Tries The Most Stuff Wins.

  7. Tom Peters’ EXCELLENCE! HOW DESIGN LIVE CHICAGO/05 May 2015 (presentation slides at tompeters.com; also see our fully annotated 23-part Master Compendium at excellencenow.com)

  8. ORGANIZATIONS • MARKETS • LEADERSHIP

  9. ORGANIZATIONS THAT ARE AS GOOD/WELL- DESIGNED AS AN APPLE DEVICE

  10. “Management” as conventionally perceived is a dreary/ misleading/constrained word. E.g., mgt/standard usage = Shouting orders in the slave galley. Consider, please, a more encompassing/more accurate definition: “‘Management’ is the arrangement and animation of human affairs in pursuit of desired outcomes.” Management is not about Theory X vs. Theory Y/“top down” vs. “bottom up.” Management is about the essence of human behavior (Drucker called it a “liberal art”), how we fundamentally arrange our collective efforts in order to survive, adapt—and, one hopes, thrive. (E.g., Hall of Fame management document: Constitution of the United States of America.)

  11. Enterprise* (*at its best):An emotional, vital, innovative, joyful, creative, entrepreneurial endeavor that elicits maximum concerted human potential in the wholehearted pursuit of EXCELLENCE in service of others.****Employees, Customers, Suppliers, Communities, Owners, Temporary partners

  12. “It may sound radical, unconventional, and bordering on being a crazy business idea. However— as ridiculous as it sounds—joy is the core belief of our workplace. Joy is the reason my company, Menlo Innovations, a customer software design and development firm in Ann Arbor, exists. It defines what we do and how we do it. It is the single shared belief of our entire team.” —Richard Sheridan, Joy, Inc.: How We Built a Workplace People Love

  13. In Good Business, MihalyCsikszentmihalyi argues persuasively that business has become the center of society. As such, an obligation to community is front & center. Business as societal bedrock, per Csikszentmihalyi, has the RESPONSIBILITY to increase the … “SUM OF HUMAN WELL-BEING.”Business is NOT “part of the community.” In terms of how adults collectively spend their waking hours: Business ISthe community. And should act accordingly. The (REALLY) good news: Community mindedness is a great way (the BEST way?) to have a spirited/committed/ customer-centric work force—and, ultimately, increase (maximize?) growth and profitability.

  14. Our MissionTO 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

  15. “The role of the Director is to create a space where the actors and actresses canbecome more than they’ve ever been before, more than they’ve dreamed of being.” —Robert Altman, Oscar acceptance speech

  16. #3: Provide a pride- worthy job.* #2: Help people be successful at their current job.** #1: Help people grow/ prepare for an uncertain future.*** *“Provide a secure job.”—NOT POSSIBLE IN 2015. **Success is NOT enough, circa 2015. ***Society—and profitability—demands this. (Or should!)

  17. The New Logic: Scale w/o EmploymentKodak: 1988/145,000 employees; 2012/bankruptInstagram: 30,000,000 customers/13 employees(WhatsApp: 450,000,000 customers/ 55 employees/Valued @ $19,000,000,000)Source: Robert Reich’s Blog/0316.15

  18. “Human level capability has not turned out to be a special stopping point from an engineering perspective.”—Illah Reza Nourbakhsh, Robot Futures “The intellectual talents of highly trained professionals are no more protected from automation than is the driver’s left turn.”—Nicholas Carr, The Glass Cage:“Software is eating the world.” —Marc Andreessen

  19. Persado(vs. copywriter): emotion words, product characteristics, “call to action,” position of text, images Up To $250 To Spend On All Ships In All Destinations. 2 Days Left (Copywriter/1.3%) vs. No kidding! You Qualify to Experience An Incredible Vacation With Us :-) (Algorithm/4.1%)“A creative person is good but random. We’ve taken the randomness out by building an ontology of language” —Lawrence Whittle, head of sales Source: Wall Street Journal/ 0825.14/“It’s Finally Time to Take AI Seriously”

  20. “In his eloquent 2009 book, The Thinking Hand, the distinguished Finnish architect Juhani Pallasmaa argues that the growing reliance on computers is making it harder for designers to imagine the human qualities of their buildings—to inhabit their works in progress in the way that people will ultimately inhabit the finished structures.” “Calculative power grows. Sensory engagement fades.” Source: Nicholas Carr, The Glass Cage: Automation and Us

  21. MARKETS

  22. Women BUY (Everything)!

  23. “Forget CHINA, INDIA and the INTERNET: Economic Growth Is Driven by WOMEN.” Source: Headline,Economist

  24. W > 2X (C + I)* • *“Women now drive the global economy. Globally, they control about $20 trillion in consumer spending, and that figure could climb as high as $28 TRILLION in the next five years. Their $13 trillion in total yearly earnings could reach $18 trillion in the same period. In aggregate, women represent a growth market bigger than China and India combined—more than twice as big in fact. Given those numbers, it would be foolish to ignore or underestimate the female consumer. • And yet many companies do just that—even ones that are confidant that they have a winning strategy when • it comes to women. Consider Dell’s …” • Source: Michael Silverstein and Kate Sayre, “The Female Economy,” HBR

  25. “Women areTHEmajority market”—Fara Warner/The Power of the Purse

  26. “The MOST SIGNIFICANT VARIABLEinEVERYsales situation is theGENDER of the buyer.”—Jeffery Tobias Halter, Selling to Men, Selling to Women

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

  28. Sales/After-sales Process 1.    Kick-off  – Women 2.    Research – Women 3.    Purchase  – Men 4.    Ownership – Women 5.    Word-of-mouth – Women Source: Martha Barletta, Marketing to Women: How to Increase Your Share of the World’s Largest Market

  29. 2.6vs.21

  30. “Female users are the unsung heroines behind the most engaging, fastest growing, and valuable consumer internet and e-commerce companies.Especially when it comes to social and shopping, women rule the Internet. In e-commerce, female purchasing power is clear.  Sites like Zappos Groupon, Gilt Groupe, Etsy, and Diapers are all driven by a majority of female customers.  According to Gilt Groupe, women are 70% of the customers and 74% of revenue; and 77% of Groupon’s customers are female. But what’s different now is an exciting new crop of e-commerce companies. One King’s Lane, Plum District, Stella & Dot, Rent the Runway, Modcloth, BirchBox, Shoedazzle, Zazzle and Shopkickc are just a few examples of companies leveraging ‘girl power.’  The majority of these companies were also founded by women, which is also an exciting trend. And take a look at four of the new ‘horsemen’ of the consumer web—Facebook, Zygna, Groupon and Twitter.  The majority of all four properties’ users are female.  Make that ‘horsewomen.’ So, if you’re at a consumer web company, how can this insight help you?  Would you like to lower your cost of customer acquisition?  Or grow revenue faster?  Maybe you would benefit from having a larger base of female customers.  If so, what would you change to make your product/service more attractive to female customers?  Do you do enough product and user interface testing with female users?  Have you figured out how to truly unleash the shopping and social power of women? You could also take a look at your team.  Do you have women in key positions?”—Aileen Lee, Kleiner Perkins Caufield & Byers (05.06.2011)

  31. Can you pass the …“Squint test”?

  32. Hypothesis: Men cannot design for women’s needs!!??

  33. WOMEN RULE!

  34. “AS LEADERS, WOMEN RULE: New studies find that female managers outshine their male counterparts in almost every measure”—TITLE, Special Report, BusinessWeek “Research suggests that to succeed, start by promoting women.”—Nicholas Kristof, NYTimes, 1024.13 “In my experience, women make much better executives than men.”—Kip Tindell, CEO, Container Store, from UNCONTAINABLE

  35. “Women are rated higher in fully 12 of the 16 competencies that go into outstanding leadership. And two of the traits where women outscored men to the highest degree — taking initiative and driving for results — have long been thought of as particularly male strengths.” —Harvard Business Review/2014

  36. Women’s Negotiating Strengths*Ability to put themselves in their counterparties’ shoes*Comprehensive, attentive and detailed communication style*Empathy that facilitates trust-building*Curious and attentive listening*Less competitive attitude*Strong sense of fairness and ability to persuade*Proactive risk manager*Collaborative decision-makingSource: Horacio Falcao, cover story, World Business, “Say It Like a Woman: Why the 21st-century negotiator will need the female touch”

  37. For One (BIG) Thing … “McKinsey & Company found that the international companies with more women on their corporate boards far outperformed the average company in return on equity and other measures. Operating profit was …56%higher.” Source: Nicholas Kristof, “Twitter, Women, and Power,” NYTimes, 1024.13

  38. We(old farts like me) Have the $$$$$$

  39. USA 1 boomer will turn 65 Every 8 SECONDS For the next 20 YEARS

  40. !!!!!!!!!!!!!!!!! “PEOPLE TURNING 50 TODAY HAVE MORE THANHALF OF THEIR ADULT LIFE AHEAD OF THEM.”—BILL NOVELLI, 50+: IGNITING A REVOLUTION TO REINVENT AMERICA

  41. Average # of cars purchased per (USA) household, “lifetime”: 13Average # of cars bought per household after the “head of household” reaches age 50: 7Source: Marti Barletta, PrimeTime Women

  42. “In 2009, households headed by adults ages 65 and older ... had 47times as much net wealth as the typical household headed by someone under 35 years of age. In 1984, this had been a less lopsided 10-to-1 ratio.” Source: Pew Research/10.11

  43. 55+ > 55- Forrester Research: “[age 55-plus] are more active in online finance, shopping, and entertainment than those under 55”

  44. 44-65:“NEW CUSTOMER MAJORITY”Source: Ageless Marketing, David Wolfe & Robert Snyder

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

  46. “Marketers’ attempts at reaching those over 50 have been miserably unsuccessful.No market’s motivations andneeds are so poorly understood.”—Peter Francese, founding publisher, American Demographics

  47. “The New Customer 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

  48. LEADERSHIP

  49. 25

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