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Discover the relentless pursuit of excellence in Tom Peters' world, where being the best is never enough. Learn to challenge norms, tailor solutions, and create astonishing market experiences. Embrace change and stand out in a sea of mediocrity. Explore game-changing strategies and redefine your approach to success. Uncover the secrets to creating extraordinary value and differentiating your brand in an increasingly competitive landscape. Join the ranks of those who dare to innovate, disrupt, and excel beyond expectations.
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Tom Peters’Excellence:The RelentlessPursuit ofDramatic Difference!NAPA/Atlanta/09FEB2006
Business Mantra #1* of the ’00s:DON’T TRY TO COMPETE WITH WAL*MART ON PRICE OR CHINA ON COST! *Mantra #2: See Mantra #1
“If you don’t like change, you’re going to like irrelevance even less.” —General Eric Shinseki, Chief of Staff. U. S. Army
Best is not good enough!**“Non-linear”:Tiger/Lance/Mike Leach/Dell/Wal*Mart/etc
Program06*Study moreRenew moreTailor moreOffer moreListen moreMarket morePractice moreChallenge moreSocialize moreSmile moreFollow-up morePlan execution moreCost control more*Thanks, Mr President
“In Tom’s world, it’s always better to try a swan dive and deliver a colossal belly flop than to step timidly off the board while holding your nose.”—Fast Company /October2003
Franchise Lost!TP:“How many of you[600]reallycravea new Chevy?”NYC/IIR/061205
ABCDEAvgToilets 0 1 65 5D Gen’l Cleanliness 1 2 85 1C-Speed 4 6 52 0 BAttitude 1 3 8 4 1C Overall “Experience” 0395 0C-TOTAL 61536 217
“When we did it ‘right’ it was still pretty ordinary.”Barry Gibbons on“Nightmare No. 1”
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.We swim in an ocean of ho-hum, and I’m going to fight it. I’m going to die fighting it.”— Barry Gibbons
4X:“At London Drugs, everyone cares about everything.”—Wynne Powell
7X. 730A-800P. F12A.**’93-’03/10 yr annual return: CB: 29%; WM: 17%; HD: 16%. Mkt Cap: 48% p.a.
No Excuses: #1*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.*100 Best Companies to Work for/Fortune/2005
“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
The Value-added Ladder: Stuff plus TransactionsServicesGoods Raw Materials
And the “M” Stands for … ?Gerstner’s IBM:“Systems Integrator of choice.”(BW)IBM Global Services:$55B
“Big Brown’s New Bag: UPS Aims to Be theTraffic Manager for Corporate America”—Headline/BW/07.19.2004
The Value-added LadderGamechanging SolutionsServicesGoods Raw Materials
Static/ImitativeIntegrity.Quality.Excellence.Continuous Improvement.Superior Service (Exceeds Expectations.)Completely Satisfactory Transaction.Smooth Evolution.Market Share.Dynamic/DifferentDramatic Difference!Disruptive!Insanely Great! (Quality++++)Life-(Industry-)changing Experience!Game-changing!WOW!Surprise!Delight!Breathtaking!Market Creation!
“The only reason to give a speech is to change the world.” —JFK
“Experiencesare as distinct from services as services are from goods.”Joseph Pine & James Gilmore, The Experience Economy: Work Is Theatre & Every Business a Stage
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
The Value-added LadderAwesome ExperiencesGamechanging SolutionsServicesGoods Raw Materials