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Conrad Hilton …

Conrad Hilton …. Conrad Hilton, at a gala celebrating his career, was asked, “What was the most important lesson you’ve learned in you long and distinguished career?” His immediate answer …. “ remember to tuck the shower curtain inside the bathtub ”. “ Execution is strategy. ” —Fred Malek.

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Conrad Hilton …

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  1. Conrad Hilton …

  2. Conrad Hilton, at a gala celebrating his career, was asked,“What was the most important lesson you’ve learned in you long and distinguished career?”His immediate answer …

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

  4. “Execution isstrategy.”—Fred Malek

  5. “The art of war does not require complicated maneuvers; the simplest are the best and common sense is fundamental. From which one might wonder how it is generals make blunders; it is because they try to be clever.”—Napoleon

  6. Tom Peters’ Excellence. Always. Special Management Program Seminarium Ecuador/11 November 2009 (Download PP at tompeters.com)

  7. NOTE:To appreciate this presentation [and ensure that it is not a mess], you need Microsoft fonts:“Showcard Gothic,”“Ravie,”“Chiller”and“Verdana”

  8. Part ONE

  9. #1

  10. Little = BIG

  11. #2

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

  13. #3

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

  15. #4

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

  17. #5

  18. 7X. 7:30A-8:00P. F12A.7:30AM = 7:15AM.8:00PM = 8:15PM.

  19. “No” = 2**Yes Bank

  20. 2,000,000

  21. #6

  22. It BEGINS(and ENDS) in the …

  23. parkinglot**Disney

  24. #7

  25. 2X Source: Container Store/increase average sale per shopper

  26. #8

  27. see green= recover 20% faster

  28. #9

  29. Socks = 10,000

  30. #10

  31. “Paint it white!” — On Hashem Akbari’s [Lawrence Livermore labs] powerful program to significantly reduce greenhouse gas emissions; using conservative assumptions, it could reduce 44 billion tons of CO2 emissions by cooling buildings, roads, entire cities (The Guardian, 0116.09)

  32. #11

  33. >100 feet = 100 miles

  34. #12

  35. Round = 2X/allx

  36. #13

  37. (1) Amenable to rapid experimentation/failure “free” (No bad “PR,” No $$) (2) Quick to implement/Quick to Roll out (3) Inexpensive to implement/ Roll out (4) Huge multiplier (5) An “Attitude” (6) Does not by and large require a “power position” from which to launch experiments.

  38. “Design is everything. Everything is design.” “We are all designers.” Inspiration: The Power of Design: A Force for Transforming Everything, Richard Farson

  39. #14

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

  41. 2-cent candy

  42. “May I clean your glasses, sir?”

  43. #15

  44. “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

  45. Service = “Transaction”EXPERIENCE = “Memorable event”[Leaves a trace]

  46. #16

  47. M.M.M.O.T. = Manage To Memorable “Moments Of Truth”* *with thanks to Jan Carlzon, SAS

  48. #17

  49. CXO**Chief eXperience Officer

  50. #18

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