LONG Excellence NOW Tom Peters/17 November 2012/Moscow (slides @ tompeters.com/excellencenow.com)

1. LONG Excellence NOW Tom Peters/17 November 2012/Moscow (slides @ tompeters.com/excellencenow.com)

2. Part ONE

3. #1

4. Little = BIG

5. #2

6. 7X. 7:30A-8:00P. F12A.7:30AM = 7:15AM.8:00PM = 8:15PM.

7. #3

8. Don’t like it? Don’t pay. Source: Granite Rock Co.

9. #4

10. Red light flashes= -10%

11. #5

12. Promised vs Delivered: +15% Source; Elgin Corrugated Box

13. #6

14. It BEGINS(and ENDS) in the …

15. parkinglot**Disney

16. #7

17. $100+ purchase/ 3-centlemon National “Brand”/ 2-centcandy

18. #8

19. Conveyance: Kingfisher Air Location: Approach to New Delhi

20. “May I clean your glasses, sir?”

21. “Let me help you down the jetway.”

22. #9

23. Socks = 10,000

24. #10

25. 30 minutes = 1% $25M/$20M/$200K

26. #11

27. 2X Source: Container Store/increase average sale per shopper

28. #12

29. Bag sizes = New markets: $B Source: PepsiCo

30. #13

31. Big carts = 1.5X Source: Wal*Mart

32. #14

33. <TGWand …>TGR[Things Gone WRONG-Things Gone RIGHT]

34. TGRs. Manage ’em. Measure ’em.* *I use “manage-measure” a lot. Translation: These are not “soft” ideas; they are exceedingly important things that can be managed—AND measured.

35. “Perception is all there is”

36. Customers describing their service experience as “superior”: 8% Companies describing the service experience they provide as “superior”: 80% —Source: Bain & Company survey of 362 companies, reported in John DiJulius, What's the Secret to Providing a World-class Customer Experience?

37. “Experiences are as distinct from services as services are from goods.”—Joe Pine & Jim Gilmore, The Experience Economy: Work Is Theatre & Every Business a Stage

38. CXO**Chief eXperience Officer

39. #15

40. Comeback [big, quick response] >> Perfection

41. Acquire vs maintain*: 5X *Recession goal: Higher “market share” current customers

42. #16

43. ConradHilton, at a gala celebrating his career, was called to the podium and asked,“What were the most important lessons you learned in your long and distinguished career?”His answer …

44. “remember to tuck the shower curtain inside the bathtub.”

45. You get ’em in the door with “location, location, location”—and a terrific architect. You keep ’em coming back with the tucked in shower curtain!**Profit rarely comes from transaction #1; it is a byproduct of transaction #2, #3, #4 …

46. “Execution isstrategy.”—Fred Malek

47. Sports:You beat yourself!

48. “Execution is thejobof the businessleader.”—Larry Bossidy & Ram Charan/ Execution: The Discipline of Getting Things Done

49. “When assessing candidates, the first thing I looked for was energy and enthusiasm for execution: Does she talk about the thrill of getting things done, the obstacles overcome, the role her people played—or does she keep wandering back to strategy or philosophy?”—Larry Bossidy, Execution

50. WOW!!Observed closely: The use of“I”or“we”during a job interview. Source: Leonard Berry & Kent Seltman, chapter 6, “Hiring for Values,” Management Lessons From Mayo Clinic