first things first …. #1 cause of employee dis-satisfaction?

First things first …First things first …

#1#1 cause of cause of

employee employee Dis-satisfaction?Dis-satisfaction?

Employee retention & satisfaction:Employee retention & satisfaction:

OverwhelminOverwhelminggllyybased on the based on the

first-line first-line manamanagger!er!

Source: Marcus Buckingham & Curt Coffman, Source: Marcus Buckingham & Curt Coffman, First, Break All First, Break All the Rules: What the World’s Greatest Managers Do Differentlythe Rules: What the World’s Greatest Managers Do Differently

Socks = Socks = 10,00010,000**

*Deep Vein Thrombosis/UK*Deep Vein Thrombosis/UK

Conveyance: Kingfisher Air Conveyance: Kingfisher Air Location: Approach to New DelhiLocation: Approach to New Delhi

““May I clean May I clean your your

glasses, glasses, sir?”*sir?”*

*Kingfisher Air*Kingfisher Air

2-cent 2-cent candycandy

2,000,0002,000,000

7X.7X. 7:30A-8:00P. 7:30A-8:00P.

F12A.F12A.7:30AM = 7:30AM = 7:15AM.7:15AM.

8:00PM = 8:00PM = 8:15PM.8:15PM.

Big carts =Big carts =

1.5X1.5XSource: Wal*MartSource: Wal*Mart

Bag sizes = New markets:Bag sizes = New markets:

$B$BSource: PepsiCoSource: PepsiCo

It It BEGINSBEGINS (and (and ENDSENDS) )

in the …in the …

parkingparking lotlot**

*Disney*Disney

Carl’sCarl’s Street- Street-

Sweeper Sweeper

FFLLOOWWEERRPPOOWWEERR

““Think ofThink of a $350,000 a $350,000

note walking in note walking in

the door.” the door.”

GriffinGriffin:: Music in the parking Music in the parking lot; professional musicians in lot; professional musicians in

the lobby the lobby (7/week, 3-4hrs/day)(7/week, 3-4hrs/day) ; ;

5 5 pianospianos ; ;

volunteers volunteers (120-140 hrs arts & (120-140 hrs arts &

entertainment per month).entertainment per month).

Source: Source: Putting Patients FirstPutting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel, Susan Frampton, Laura Gilpin, Patrick Charmel

Zabar’s Zabar’s Parking Parking Garage Garage

“A man without A man without a smiling face a smiling face

must not open a must not open a shop.”shop.” —Chinese Proverb

Don’t like it?Don’t like it?Don’t pay.Don’t pay.

Source: Graniterock Co.Source: Graniterock Co.

14,00014,00020,00020,000

14,00014,00020,00020,000

3030

14,000/14,000/eeBayBay20,000/Amazon20,000/Amazon

3030/Craigslist/Craigslist

Tom Peters’Tom Peters’

Excellence.Excellence.Always.Always.

NARTANARTASeabourn SpiritSeabourn Spirit

03 September 201003 September 2010

Slides at …

tompeters.comtompeters.com

The “4H The “4H Theory of Theory of

Everything”Everything”

All you need to know …All you need to know …

HiltonHiltonHowardHowardHerbHerbHerbHerb

Conrad Hilton, at a gala Conrad Hilton, at a gala celebrating his career,celebrating his career,

was asked … was asked …

Conrad Hilton, at a gala Conrad Hilton, at a gala celebrating his career,celebrating his career,

was asked, was asked, “What was the most important lesson you’ve learned in your long and distinguished

career?” His immediate His immediate answer …answer …

““remember remember to tuck the to tuck the

shower curtain shower curtain inside the inside the bathtubbathtub””

““Execution Execution isis strategy.”strategy.”

—Fred Malek—Fred Malek

““In real life, strategyIn real life, strategy is actually very is actually very

straightforward. Pickstraightforward. Pick a general direction … a general direction …

andand imimpplementlement likelike hellhell”” —Jack Welch—Jack Welch

19771977Palo Alto CAPalo Alto CA

MBWMBWAA

Managing By Wandering Around/Managing By Wandering Around/HPHP

““I’m always stopping by our I’m always stopping by our

stores— stores— at least 25 at least 25 a weeka week. I’m also in other . I’m also in other

places: Home Depot, Whole Foods, places: Home Depot, Whole Foods, Crate & Barrel. … I try to beCrate & Barrel. … I try to be

a sponge to pick up as much a sponge to pick up as much as I can.as I can. … …”” —Howard Schultz—Howard Schultz

Source: Source: FortuneFortune, “Secrets of Greatness,” 0320.2006, “Secrets of Greatness,” 0320.2006

““The doctor The doctor interruptsinterrupts after …*after …*

*Source: Jerome Groopman, *Source: Jerome Groopman, How Doctors ThinkHow Doctors Think

1818 secondsseconds

[An obsession with] Listening is ... the ultimate mark[An obsession with] Listening is ... the ultimate mark of of RespectRespect..Listening is ... the heart and soul of Listening is ... the heart and soul of EngagementEngagement..Listening is ... the heart and soul of Listening is ... the heart and soul of KindnessKindness..Listening is ... the heart and soul of Listening is ... the heart and soul of ThoughtfulnessThoughtfulness..Listening is ... the basis for true Listening is ... the basis for true Collaboration.Collaboration.Listening is ... the basis for true Listening is ... the basis for true PartnershipPartnership..Listening is ... a Listening is ... a Team SportTeam Sport..Listening is ... a Listening is ... a Developable Individual SkillDevelopable Individual Skill.* .* (*Though women (*Though women are are farfar better at it than men.) better at it than men.)

Listening is ... the basis for Listening is ... the basis for CommunityCommunity..Listening is ... the bedrock of Listening is ... the bedrock of Joint Ventures that workJoint Ventures that work..Listening is ... the bedrock of Listening is ... the bedrock of Joint Ventures thatJoint Ventures that lastlast..Listening is ... the core of Listening is ... the core of effective Cross-functional effective Cross-functional Communication* Communication* (*Which is in turn Attribute #1 of (*Which is in turn Attribute #1 of organizational effectiveness.)organizational effectiveness.)

[cont.][cont.]

Listening is ... the engine of Listening is ... the engine of superior EXECUTION.superior EXECUTION.Listening is ... the key to Listening is ... the key to making the Sale.making the Sale.Listening is ... the key to Listening is ... the key to Keeping the Customer’s BusinessKeeping the Customer’s Business..Listening is ... the engine of Listening is ... the engine of Network development.Network development.Listening is ... the engine of Listening is ... the engine of Network maintenanceNetwork maintenance..Listening is ... the engine of Listening is ... the engine of Network expansionNetwork expansion..Listening is ... Social Networking’s Listening is ... Social Networking’s “secret weapon.”“secret weapon.”Listening is ... Listening is ... Learning.Learning.Listening is ... the Listening is ... the sine qua non of Renewalsine qua non of Renewal..Listening is ... the Listening is ... the sine qua non of Creativitysine qua non of Creativity..Listening is ... the Listening is ... the sine qua non of Innovationsine qua non of Innovation..Listening is ... the core of Listening is ... the core of taking Diverse opinions aboardtaking Diverse opinions aboard..Listening is ... Listening is ... StrategyStrategy..Listening is ... Listening is ... Source #1 of “Value-added.”Source #1 of “Value-added.”Listening is ... Listening is ... Differentiator #1.Differentiator #1.Listening is ... Listening is ... Profitable.*Profitable.* (*The “R.O.I.” from listening is higher than(*The “R.O.I.” from listening is higher than from any other single activity.)from any other single activity.)

Listening is … the bedrock which underpins a Listening is … the bedrock which underpins a Commitment toCommitment to EXCELLENCE.EXCELLENCE.

““You have to You have to treat your treat your

employees like employees like customers.”customers.” —Herb —Herb

Kelleher, upon being asked his “secret to success”Kelleher, upon being asked his “secret to success”

Source: Joe Nocera, Source: Joe Nocera, NYTNYT, “Parting Words of an Airline Pioneer,” on the occasion of , “Parting Words of an Airline Pioneer,” on the occasion of Herb Kelleher’s retirement after 37 years at Southwest Airlines (SWA’s pilots Herb Kelleher’s retirement after 37 years at Southwest Airlines (SWA’s pilots union took out a full-page ad in union took out a full-page ad in USA Today USA Today thanking HK for all he had done; thanking HK for all he had done; across the way in Dallas American Airlines’ pilots were picketing the Annual across the way in Dallas American Airlines’ pilots were picketing the Annual

Meeting)Meeting)

““We are a We are a ‘Life ‘Life

Success’ Success’ Company.”Company.”

Dave Liniger, founder, RE/MAX

““Managing winds up being Managing winds up being the management of the the management of the allocation of resources allocation of resources

against tasks. Leadership against tasks. Leadership

focuses on people. focuses on people. MMyy definition of a leader definition of a leader

is someone who is someone who helhelpps s ppeoeopple le

succeedsucceed.”.” —Carol Bartz, Yahoo!—Carol Bartz, Yahoo!

… … no less than no less than CathedralsCathedrals

in which the full and in which the full and awesome power of the awesome power of the

Imagination and Spirit and Imagination and Spirit and native Entrepreneurial flairnative Entrepreneurial flair

of diverse individualsof diverse individuals is is unleashed in passionate unleashed in passionate pursuit of … pursuit of … ExcellenceExcellence..

Brand Brand = =

Talent.Talent.

Our Mission

To develop and manage To develop and manage talent;talent;

to apply that talent,to apply that talent,throughout the world, throughout the world,

for the benefit of clients;for the benefit of clients;to do so in partnership; to do so in partnership;

to do so with profit.to do so with profit.

WPP

Oath of Office:Oath of Office: Managers/Servant Leaders Managers/Servant Leaders

Our goal is to serve our customers brilliantly and profitably Our goal is to serve our customers brilliantly and profitably overover the long haul.the long haul.Serving our customers brilliantly and profitably over the longServing our customers brilliantly and profitably over the long haul is a product of brilliantly serving, over the long haul, haul is a product of brilliantly serving, over the long haul, thethe people who serve the customer.people who serve the customer.

Hence, our job as leaders—the alpha and the omega andHence, our job as leaders—the alpha and the omega and everything in between—is abetting the sustained growth everything in between—is abetting the sustained growth andand success and engagement and enthusiasm and commitment success and engagement and enthusiasm and commitment toto Excellence of those, one at a time, who directly or indirectlyExcellence of those, one at a time, who directly or indirectly serve the ultimate customer.serve the ultimate customer.

We—leaders of every stripe—are in the “Human Growth andWe—leaders of every stripe—are in the “Human Growth and Development and Success and Aspiration to ExcellenceDevelopment and Success and Aspiration to Excellence business.”business.”““We” We” [leaders][leaders] only grow when “they” only grow when “they” [each and every one of our colleagues][each and every one of our colleagues] areare growing.growing.““We” We” [leaders][leaders] only succeed when “they” only succeed when “they” [each and every one of our [each and every one of our colleagues]colleagues]

are succeeding.are succeeding.““We” We” [leaders][leaders] only energetically march toward Excellence when only energetically march toward Excellence when “ “they” they” [each and every one of our colleagues][each and every one of our colleagues] are energetically marching are energetically marching toward Excellence.toward Excellence.Period.Period.

Wegmans:Wegmans: #1#1100 Best Companies to Work for100 Best Companies to Work for

84%: Grocery stores “are all alike”84%: Grocery stores “are all alike”46%: additional spend if customers have an “emotional connection” 46%: additional spend if customers have an “emotional connection”

to a grocery store rather than “are satisfied” to a grocery store rather than “are satisfied” (Gallup)(Gallup)

“Going to Wegmans is not just shopping, it’s an event.” “Going to Wegmans is not just shopping, it’s an event.” —Christopher Hoyt, grocery consultant—Christopher Hoyt, grocery consultant

“You cannot separate their “You cannot separate their strategy as a retailer from their strategy as a retailer from their

strategy as an employer.”strategy as an employer.” —Darrell Rigby, Bain & —Darrell Rigby, Bain &

Co.Co.

TP: TP: “How to throw

$500,000 into

the sea in one easy

lesson!!”

< CAPEX< CAPEX> People!> People!

2X2XSource: Container Store/increase average sale per shopperSource: Container Store/increase average sale per shopper

““In short, hiring is In short, hiring is the the most immost impportant ortant

asasppect of ect of businessbusiness and yet and yet

remains woefully remains woefully misunderstood.”misunderstood.”

Source: Source: Wall Street JournalWall Street Journal, 10.29.08,, 10.29.08, review ofreview of Who: The A Method for Hiring, Who: The A Method for Hiring,

Geoff Smart and Randy StreetGeoff Smart and Randy Street

““Development can help great Development can help great

people be even better—people be even better— but if but if I had a dollar to I had a dollar to

spend, I’d spend 70 spend, I’d spend 70 cents getting the cents getting the

right person in the right person in the doordoor.”.” ——Paul Russell, Director, Leadership &Paul Russell, Director, Leadership &

Development, Google Development, Google

““We have a We have a strategic plan. strategic plan.

It’s called doing It’s called doing things.”things.” —Herb Kelleher—Herb Kelleher

try it. Try it. Try it. try it. Try it. Try it. Try it. Try it. Try it.Try it. Try it. Try it.

Try it. Try it. Try it. Try it. Screw it Screw it up.up. Try it. Try it. Try Try it. Try it. Try

it. Try it. Try it. Try it. it. Try it. Try it. Try it. Try it. Try it. Screw it up.Screw it up. it. it. Try it. Try it. try it. Try it. Try it. try it.

Try it.Try it. Screw it up.Screw it up. Try Try it. Try it. Try it. it. Try it. Try it.

1/401/40

““ExperimenExperiment t

fearlessly”fearlessly”Source: BusinessWeek, Type A Organization Strategies/

“How to Hit a Moving Target”—Tactic #1Tactic #1

““Fail.Fail.Forward.Forward.

Fast.”Fast.”Source: High-tech exec/PASource: High-tech exec/PA

Sam’s Sam’s Secret Secret

#1!#1!

4H4H: : HHilton, ilton, HHoward, oward, HHerb, erb, HHerberb

****Sweat the details!Sweat the details!****Stay in touch!Stay in touch!****It’s all about the people!It’s all about the people!****Shut up and try something!Shut up and try something!

““Experiences Experiences are as distinct are as distinct

from services as from services as services are from services are from goods.”goods.” —Joe Pine & Jim Gilmore, The

Experience Economy: Work Is Theatre & Every Business a Stage

Experience: “Rebel Lifestyle!”

“What we sell is the “What we sell is the ability for a 43-year-old ability for a 43-year-old accountant to dress in accountant to dress in

black leather, ride black leather, ride through small towns and through small towns and

have people be afraidhave people be afraid of him.” of him.”

HarleyHarley exec, quoted in Results-Based Leadership

“The [Starbucks] Fix” Is on …

“We have “We have identified a identified a

‘third place.’‘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

““Shoppertainment”Shoppertainment”

From: Jungle Jim’s International MarketFrom: Jungle Jim’s International Market

The Value-added Ladder

Scintillating Scintillating EXPERIENCESEXPERIENCES

ServicesServicesGoodsGoods

Raw Materials Raw Materials

CCXXOO**Chief eXperience Officer

Words!Words!

—— Magician of Magical Moments Magician of Magical Moments—— Maestro of Moments of Truth Maestro of Moments of Truth—— Recruiter of Raving Fans Recruiter of Raving Fans—— Impresario of First & Last Impressions Impresario of First & Last Impressions—— Wizard of WOW Wizard of WOW—— Captain of Brilliant Comebacks Captain of Brilliant Comebacks—— Director of Social Networking Director of Social Networking—— Conductor of Customer Intimacy Conductor of Customer Intimacy—— King of Customer Community King of Customer Community—— Queen of Customer Retention Queen of Customer Retention—— CE of Ownership Experience CE of Ownership Experience—— Managing Director of After-sales Managing Director of After-sales ExperienceExperience

All EAll Eqqual ual ExceExcepptt … …

“At Sony we assume that all “At Sony we assume that all products of our competitors have products of our competitors have

basically the same technology, price, basically the same technology, price,

performance and features.performance and features. DesiDesiggn n is the onlis the onlyy thin thingg that that

differentiates one differentiates one pproduct from another in roduct from another in the marketthe marketpplacelace.”.” —Norio—Norio OhgaOhga

“Design is “Design is treated like a treated like a religionreligion at BMW.” at BMW.” —Fortune—Fortune

““We don’t have a good language to We don’t have a good language to talk about this kind of thing. In talk about this kind of thing. In

most people’s vocabularies, design most people’s vocabularies, design means veneer. … But to me, nothing means veneer. … But to me, nothing could be further from the meaning could be further from the meaning

of design.of design. Design is the Design is the fundamentalfundamental soulsoul

of a man-made of a man-made creation.”creation.” —Steve Jobs—Steve Jobs

““With its carefully conceived mix of colors and textures, With its carefully conceived mix of colors and textures,

aromas and music,aromas and music, StarbucksStarbucks is more is more indicative of our era than the iMac. It is to the Age of indicative of our era than the iMac. It is to the Age of

Aesthetics what McDonald’s was to the Age of Aesthetics what McDonald’s was to the Age of Convenience or Ford was to the Age of Mass ProductionConvenience or Ford was to the Age of Mass Production—the touchstone success story, the exemplar of … the —the touchstone success story, the exemplar of … the

aesthetic imperative. …aesthetic imperative. … ‘Every Starbucks ‘Every Starbucks store is carefully designed to store is carefully designed to

enhance the quality of enhance the quality of everything the customers see, everything the customers see, touch, hear, smell or taste,’touch, hear, smell or taste,’ writes writes

CEO Howard Schultz.”CEO Howard Schultz.” -—Virginia Postrel, -—Virginia Postrel, The Substance of Style: How the Rise of AestheticThe Substance of Style: How the Rise of Aesthetic

Value Is Remaking Commerce, Culture and ConsciousnessValue Is Remaking Commerce, Culture and Consciousness

Hypothesis:Hypothesis: DESIGNDESIGN is is the pthe principalrincipal

differencedifference between love between love

and hate! and hate!

CCDDOO**Chief DesignDesign Officer

““Design is Design is evereveryythinthing. g. Everything is Everything is desidesiggnn.”.”

““We are We are allall designers.” designers.”

Inspiration:Inspiration: The Power of Design: A Force for The Power of Design: A Force for Transforming Everything, Transforming Everything, Richard FarsonRichard Farson

Message (?????): Message (?????):

Men Men cannotcannot

design for women’s design for women’s needs.needs.

““When I first suggested that When I first suggested that LoveLove was the was the way to transform business, grown CEOs way to transform business, grown CEOs

blushed and slid down behind annual blushed and slid down behind annual accounts. But I kept at them. I knew it was accounts. But I kept at them. I knew it was

LoveLove that was missing. I knew that that was missing. I knew that

LoveLove was the only way to ante up the was the only way to ante up the emotional temperature and create the new emotional temperature and create the new

kinds of relationships brands needed. I knew kinds of relationships brands needed. I knew

that that LoveLove was the only way business was the only way business could respond to the rapid shift in control to could respond to the rapid shift in control to

consumers.”consumers.” —Kevin Roberts/—Kevin Roberts/LovemarksLovemarks

““Shareholders very seldom love the brands they Shareholders very seldom love the brands they have invested in. And the last thing they want is an have invested in. And the last thing they want is an intimate relationship. They figure this could warp intimate relationship. They figure this could warp

their judgment. They want measurability, their judgment. They want measurability, increasing returns (always) and no surprises increasing returns (always) and no surprises

(ever). Imagine a relationship with someone like (ever). Imagine a relationship with someone like that! No wonder so many brands lost thethat! No wonder so many brands lost the

emotional thread that had led them to their emotional thread that had led them to their extraordinary success and turned them instead extraordinary success and turned them instead

into metric-munchers of the lowest kind. Watch for into metric-munchers of the lowest kind. Watch for

the sign: the sign: HEADS, NOT HEARTS, AT HEADS, NOT HEARTS, AT WORK HERE.”WORK HERE.” —Lovemarks: The Future Beyond Brands,

Kevin Roberts

CCLL OO*

*Chief Lovemark Officer

““Forget Forget ChinaChina, , IndiaIndia and the and the InternetInternet: :

Economic Growth Is Economic Growth Is Driven by Driven by

WomenWomen.”.”

Source: Headline, Economist

““One thing is certain: Women’s rise to power, which is One thing is certain: Women’s rise to power, which is linked to the increase in wealth per capita, is happening linked to the increase in wealth per capita, is happening in all domains and at all levels of society. Women are no in all domains and at all levels of society. Women are no

longer content to provide efficient labor or to be longer content to provide efficient labor or to be consumers with rising budgets and more autonomy to consumers with rising budgets and more autonomy to spend. … This is just the beginning. The phenomenon spend. … This is just the beginning. The phenomenon

will only grow as girls prove to be more successful than will only grow as girls prove to be more successful than

boys in the school system.boys in the school system. For a number For a number of observers, we have of observers, we have

already entered the age of already entered the age of ‘‘womenomics,’ the economy womenomics,’ the economy

as thought out and as thought out and practiced by a womanpracticed by a woman.”.” —Aude —Aude

Zieseniss de Thuin, Women’s Forum for the Economy and Society Zieseniss de Thuin, Women’s Forum for the Economy and Society

““Women Women areare thethe

majority majority market”market”

—Fara Warner/—Fara Warner/The Power of the PurseThe Power of the Purse

W W > > 2X2X (C + (C + I)*I)*

*“Women now drive the global economy. Globally, they control about*“Women now drive the global economy. Globally, they control about

$20 trillion$20 trillion in consumer spending, and that figure could climb as high as in consumer spending, and that figure could climb as high as

$28 trillion$28 trillion in the next five years. Their in the next five years. Their $13 trillion$13 trillion in total yearly earnings in total yearly earnings

could reach could reach $18 trillion$18 trillion in the same period. In aggregate, women represent a in the same period. In aggregate, women represent a growth market bigger than China and India combined—more than twice as big in 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 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 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 confidant that they have a winning strategy when it comes to women. Consider Dell’s …”Dell’s …” —Michael Silverstein and Kate Sayre, “The Female Economy,” —Michael Silverstein and Kate Sayre, “The Female Economy,” HBRHBR, ,

09.0909.09

““The The most most significant variablesignificant variable

inin everyevery sales situation is sales situation is

thethe gendergender of the buyer, of the buyer, and more importantly, how and more importantly, how

the salesperson the salesperson communicates to the communicates to the

buyer’s gender.”buyer’s gender.” —Jeffery Tobias Halter, Selling to Men, Selling to Women

The Perfect Answer

Jill and Jack buy slacks in black…

Cases! Cases! Cases!Cases! Cases! Cases!

McDonald’sMcDonald’s (“mom-centered” to “majority

consumer”; not via kids)

Home DepotHome Depot (“Do it [everything!] Herself”)

P&GP&G (more than “house cleaner”)

DeBeersDeBeers (“right-hand rings”/$4B)

AXA FinancialAXA FinancialKodakKodak (women = “emotional centers of the household”)

NikeNike (> jock endorsements; new def sports; majority consumer)

AvonAvonBratzBratz (young girls want “friends,” not a blond stereotype)

Source: Fara Warner/Fara Warner/The Power of the The Power of the PursePurse

“Women don’t buyWomen don’t buy

brands. brands. They They join themjoin them.”.”

EVEolutionEVEolution

2.62.6 vs.vs.

2121

““AS AS LEADERS, LEADERS, WOMEN WOMEN

RULERULE:: New Studies find New Studies find

that female managers outshine their male that female managers outshine their male counterparts in almost every measure”counterparts in almost every measure”

TITLE/ Special Report/ TITLE/ Special Report/ BusinessWeekBusinessWeek

Women’s Strengths Match New Women’s Strengths Match New Economy ImperativesEconomy Imperatives:: Link [rather than rank] Link [rather than rank]

workers; workers; favor interactive-collaborative leadership favor interactive-collaborative leadership style [empowerment beats top-down decision style [empowerment beats top-down decision

making];making]; sustain fruitful collaborations; comfortable sustain fruitful collaborations; comfortable with sharing information; with sharing information; see redistribution of power see redistribution of power

as victory, not surrenderas victory, not surrender; favor multi-dimensional ; favor multi-dimensional feedback; feedback; value technical & interpersonal skills, value technical & interpersonal skills, individual & group contributions equally;individual & group contributions equally; readily readily

accept ambiguity; accept ambiguity; honor intuition as well ashonor intuition as well as pure “rationality”; pure “rationality”; inherently flexible; inherently flexible; appreciate appreciate

cultural diversitycultural diversity.. —Judy B. Rosener, —Judy B. Rosener, America’s Competitive Secret: Women ManagersAmerica’s Competitive Secret: Women Managers

!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!““People turning 50 People turning 50

today have today have more more thanthan halfhalf of of their adult life their adult life

ahead of them.”ahead of them.” —Bill

Novelli, 50+: Igniting a Revolution to Reinvent America

7/17/133

55+ > 55-55+ > 55-**

*“[55-plus] are more active in online finance,*“[55-plus] are more active in online finance, shopping and entertainment than those under 55?”shopping and entertainment than those under 55?” — —Forrester Research.(Forrester Research.(USA TodayUSA Today, 8 January 2009), 8 January 2009)

44-6544-65:: “New “New Customer Customer Majority”Majority” * *

*45% larger than 18-43; 60% larger by 2010*45% larger than 18-43; 60% larger by 2010

Source: Source: Ageless MarketingAgeless Marketing, David Wolfe & Robert Snyder, David Wolfe & Robert Snyder

““Baby-boomer Baby-boomer WomenWomen: : TheThe Sweetest of Sweetest of

Sweet Spots for Sweet Spots for Marketers”Marketers”

—David Wolfe and Robert Snyder, —David Wolfe and Robert Snyder, Ageless MarketingAgeless Marketing

“Fifty-four years of age has been the highest cutoff point for any marketing initiative I’ve ever

been involved in. Which is pretty weird when you consider age 50 is right about when people who have worked all their lives start to have some money to spend.”

—Marti Barletta, PrimeTime Women

We are the We are the Aussies & Kiwis &Aussies & Kiwis & Americans & CanadiansAmericans & Canadians. . We are the We are the Western EuropeansWestern Europeans & & JapaneseJapanese. We are . We are the the fastest growingfastest growing, the , the biggestbiggest, the , the

wealthiestwealthiest, the , the boldestboldest, the most , the most (yes) (yes) ambitiouambitious, the most s, the most

experimental & exploratoryexperimental & exploratory, the , the most most differentdifferent, the most , the most indulgentindulgent, the most , the most difficult difficult

&& demandingdemanding, the most , the most service & experience service & experience obsessedobsessed, the most , the most vigorousvigorous, (the , (the leastleast vigorous,) vigorous,) the most the most health conscioushealth conscious, the most , the most femalefemale, the , the

most profoundly important commercial market in the most profoundly important commercial market in the

history of the world—andhistory of the world—and we will be we will be the Center of the Center of yyour our

universe for the next universe for the next twenttwentyy-five -five yyearsears.. We We

have arrived!have arrived!

““Marketers’ attempts at reaching Marketers’ attempts at reaching those over 50 have been miserably those over 50 have been miserably

unsuccessful.unsuccessful. No market’s No market’s motivations andmotivations and

needs are so needs are so poorlpoorlyy

understoodunderstood.”.” ——Peter Francese, founding publisher, Peter Francese, founding publisher, American DemographicsAmerican Demographics

#4 Japan#4 Japan#3 USA#3 USA

#2 China#2 China

#1 #1 GermanyGermany

Reason!!!Reason!!!

MittelstandMittelstand

““Be the best. Be the best. It’s the only It’s the only

market that’s market that’s not crowded.”not crowded.”

From: From: Retail Superstars: Inside the 25 BestRetail Superstars: Inside the 25 Best Independent Stores in America,Independent Stores in America, George Whalin George Whalin

F.Y.I.F.Y.I.

“I am often asked by I am often asked by would-be entrepreneurs would-be entrepreneurs seeking escape from life seeking escape from life within huge corporate within huge corporate structures, ‘How do I structures, ‘How do I build a small firm for build a small firm for myself?’ The answer myself?’ The answer

seems obviousseems obvious … …

“I am often asked by would-be entrepreneurs seeking escape from life within huge corporate structures, ‘How

do I build a small firm for myself?’ The answer seems

obvious: Buy a very Buy a very largelarge

one and just one and just waitwait.”.” —Paul Ormerod, Why Most Things

Fail: Evolution, Extinction and Economics

Dick Kovacevich: You You don’t get don’t get better by better by

being being bigger. You bigger. You get worse.”get worse.”

““Data drawn from the real world Data drawn from the real world attest to a fact that is beyond attest to a fact that is beyond

our control:our control: Everything in existence tends to deteriorate.”

—Norberto Odebrecht, —Norberto Odebrecht, Education Through WorkEducation Through Work

““The ‘mass market’ is dead. The ‘mass market’ is dead. Consumers look for either price Consumers look for either price

or quality.or quality. The The middlemiddle is is untenableuntenable.”.”

—Walter Robb/COO/Whole Foods/—Walter Robb/COO/Whole Foods/Investors Business DailyInvestors Business Daily/06.20.05/06.20.05

Focus: “All Strategy Is Local:“All Strategy Is Local: True competitive advantages True competitive advantages

are harder to find and maintain are harder to find and maintain

than people realize.than people realize. The The odds are best in odds are best in

titigghtlhtlyy drawn drawn markets, not bimarkets, not bigg, , sspprawlinrawlingg ones ones””

—Title/ Bruce Greenwald & Judd Kahn/HBR09.05

Retail Superstars: Retail Superstars: Inside the 25 Best Inside the 25 Best

Independent Independent Stores in AmericaStores in America —

by George Whalin

Jungle Jim’s International Market, Fairfield, Ohio:Jungle Jim’s International Market, Fairfield, Ohio: An An adventure in “shoppertainment,” as Jungle Jim’s calls adventure in “shoppertainment,” as Jungle Jim’s calls it, begins in the parking lot it, begins in the parking lot and goes on to and goes on to 1,600 1,600 cheesescheeses and, yes, and, yes, 1,400 varieties of hot sauce1,400 varieties of hot sauce —not to —not to mention mention 12,000 wines priced from $8 to $8,00012,000 wines priced from $8 to $8,000 a a bottle; all this is brought to you by bottle; all this is brought to you by 4,000 vendors4,000 vendors. . Customers come from every corner of the globe. Customers come from every corner of the globe.

Bronner’s Christmas Wonderland, Frankenmuth, Bronner’s Christmas Wonderland, Frankenmuth, Michigan, pop 5,000:Michigan, pop 5,000: 98,000-square-foot98,000-square-foot “shop” “shop” features the likes of features the likes of 6,000 Christmas ornaments, 6,000 Christmas ornaments, 50,000 trims50,000 trims, and anything else you can name if it , and anything else you can name if it pertains to Christmas.pertains to Christmas.

Source: George Whalin, Source: George Whalin, Retail SuperstarsRetail Superstars

Abt Electronics/Family/1936Abt Electronics/Family/1936

Insane competition (Chicagoland!)Insane competition (Chicagoland!)Campus/350K sqft (40K sqmtrs)/37 acres/$300MCampus/350K sqft (40K sqmtrs)/37 acres/$300MDesign Center (Classes beyond product, etc)Design Center (Classes beyond product, etc)“Destination” like Ikea (restaurant, atrium“Destination” like Ikea (restaurant, atrium with spectacular flowers, 7,500 gallon with spectacular flowers, 7,500 gallon aquarium, etc) aquarium, etc)In-house delivery teams (Attn uniform design, In-house delivery teams (Attn uniform design, etc)etc)Training/knowledge training!!!!!!!!Training/knowledge training!!!!!!!!“Yes.” Period.“Yes.” Period.Well staffedWell staffedMerchandising (boats displaying marineMerchandising (boats displaying marine electronics, cars with various systems, etc) electronics, cars with various systems, etc)Web (encyclopedic info re almoat all stuff sold,Web (encyclopedic info re almoat all stuff sold, blog, live chat with live experts “24/7”, etc) blog, live chat with live experts “24/7”, etc)Rating services (>>> Home Depot, Lowes, etc)Rating services (>>> Home Depot, Lowes, etc)

Source: George Whalin, Source: George Whalin, Retail SuperstarsRetail Superstars

Zappos 10 Corporate ValuesZappos 10 Corporate Values

Deliver Deliver “WOW!”“WOW!” through service. through service.Embrace and drive change.Embrace and drive change.Create fun and a little weirdness.Create fun and a little weirdness.Be adventurous, creative and open-minded.Be adventurous, creative and open-minded.Pursue growth and learning.Pursue growth and learning.Build open and honest relationships withBuild open and honest relationships with communication.communication.Build a positive team and family spirit.Build a positive team and family spirit.Do more with less.Do more with less.Be passionate and determined.Be passionate and determined.Be humble.Be humble.

Source: Source: Delivering HappinessDelivering Happiness, Tony Hsieh, CEO, Zappos.com, Tony Hsieh, CEO, Zappos.com

WallopWalmart16*WallopWalmart16*

*Or: Why it’s so ABSURDLY EASYABSURDLY EASY to BEATBEAT a GIANTGIANT Company

The “Small Guys” Guide: Wallop Wal*Mart16

**Niche-aimed.Niche-aimed. (Never, ever “all things for all people,” a “mini- (Never, ever “all things for all people,” a “mini-Wal*Mart.”)Wal*Mart.”)

**Never attack the monsters head on!Never attack the monsters head on! (Instead steal niche (Instead steal niche business and lukewarm customers.)business and lukewarm customers.)

**““DramaticallDramatically y DifferentDifferent”” (La Difference ... within our community, (La Difference ... within our community,

our industry regionally, etc … is as obvious as the end of one’s nose!) our industry regionally, etc … is as obvious as the end of one’s nose!) (THIS IS WHERE MOST MIDGETS COME UP SHORT.)(THIS IS WHERE MOST MIDGETS COME UP SHORT.)

**Compete on value/experience/intimacy, not price.Compete on value/experience/intimacy, not price. (You (You ain’t gonna beat the behemoths on cost-price in 9.99 out of 10 cases.)ain’t gonna beat the behemoths on cost-price in 9.99 out of 10 cases.)

**Emotional bond with Clients, Vendors.Emotional bond with Clients, Vendors. (BEAT THE BIGGIES (BEAT THE BIGGIES ON EMOTION/CONNECTION!!)ON EMOTION/CONNECTION!!)


**Hands-on, emotional leadership.Hands-on, emotional leadership. (“We are a great & (“We are a great & cool & intimate & joyful & dramatically different team working to cool & intimate & joyful & dramatically different team working to transform our Clients lives via Consistently Incredible transform our Clients lives via Consistently Incredible Experiences!”)Experiences!”)

**A community star!A community star! (“Sell” local-ness per se. Sell the hell (“Sell” local-ness per se. Sell the hell out of it!)out of it!)

**An incredible experience, from the first to last An incredible experience, from the first to last moment—and then in the follow-up!moment—and then in the follow-up! (“These guys (“These guys are cool! They ‘get’ me! They love me!”)are cool! They ‘get’ me! They love me!”)

**DESIGN DRIVEN!DESIGN DRIVEN! (“Design” is a premier weapon-in- (“Design” is a premier weapon-in-pursuit-of-the sublime for small-ish enterprises, including the pursuit-of-the sublime for small-ish enterprises, including the professional services.)professional services.)


**Employer of choice.Employer of choice. (A very cool, well-paid (A very cool, well-paid place to work/learning and growth experience in at place to work/learning and growth experience in at least the short term … marked by notably progressive least the short term … marked by notably progressive policies.) (THIS IS EMINENTLY DO-ABLE!!)policies.) (THIS IS EMINENTLY DO-ABLE!!)

**Sophisticated use of information Sophisticated use of information technologytechnology. (Small-“ish” is no excuse for “small . (Small-“ish” is no excuse for “small aims”/execution in IS/IT!)aims”/execution in IS/IT!)

**Web-power!Web-power! (The Web can make very small very (The Web can make very small very big … if the product-service is super-cool and one big … if the product-service is super-cool and one purposefully masters buzz/viral marketing.)purposefully masters buzz/viral marketing.)

**Innovative!Innovative! (Must keep renewing and expanding (Must keep renewing and expanding and revising and re-imagining “the promise” to and revising and re-imagining “the promise” to employees, the customer, the community.)employees, the customer, the community.)


**Brand-Lovemark* Brand-Lovemark* (*Kevin Roberts)(*Kevin Roberts) Maniacs Maniacs! ! (“Branding” is not just for big folks with big budgets. And modest (“Branding” is not just for big folks with big budgets. And modest size is actually a Big Advantage in becoming a local-regional-size is actually a Big Advantage in becoming a local-regional-niche “lovemark.”)niche “lovemark.”)

**Focus on women-as-clients.Focus on women-as-clients. (Most don’t. How stupid.) (Most don’t. How stupid.)

**Excellence!Excellence! (A small player … per me … (A small player … per me …

has no right or reason to exist unless they are in Relentless has no right or reason to exist unless they are in Relentless Pursuit of Excellence. One earns the right—one damn day and Pursuit of Excellence. One earns the right—one damn day and client experience at a time!—to beat the Big Guys in your chosen client experience at a time!—to beat the Big Guys in your chosen niche!)niche!)

#10#10

Training Training courses/Workshops/Ecourses/Workshops/Engagement (Abt, Ron ngagement (Abt, Ron Jon, Orvis fly-fishing Jon, Orvis fly-fishing school, Home Depot, school, Home Depot,

REI rock-climbing REI rock-climbing wall)wall)

Instructional Instructional guides/material/bookguides/material/book

s (Dummies! Nell s (Dummies! Nell Hill’s books & Hill’s books &

column)column)

Events (Carl, Ron Events (Carl, Ron Jon, Estes Ark Teddy Jon, Estes Ark Teddy Bear Picnic, Harley Bear Picnic, Harley

Hogs)Hogs)

Destination (Best in Destination (Best in LA $25, Nell Hill’s LA $25, Nell Hill’s

guest house)guest house)

Women Women (Lowes/catch-up, (Lowes/catch-up,

McD/save, Nike/save)McD/save, Nike/save)

Staff SelectionStaff SelectionStaff TrainingStaff Training

Staff RetentionStaff Retention

Fanaticism (Hilton. Fanaticism (Hilton. Sharp)Sharp)

Design /Atmospherics Design /Atmospherics (Celebration of (Celebration of

Golf/Art of the Game, Golf/Art of the Game, Orvis/fly-fishing Orvis/fly-fishing

museum, museum, Sewell/Stanley Sewell/Stanley

Marcus/Welcome to Marcus/Welcome to the Sewell family …, the Sewell family …,

Commerce)Commerce)

Tableaus (Ron Jon, Tableaus (Ron Jon, World of Golf, Abt, World of Golf, Abt,

Nell Hill’s, Nell Hill’s, LouisBoston)LouisBoston)

Flow/starts and Flow/starts and finishes (Disney finishes (Disney

parking, Stew’s path, parking, Stew’s path, Carl’s streetsweeper, Carl’s streetsweeper,

Planetree-Griffin Planetree-Griffin map, music in lot, map, music in lot,

pianospianos

Little BIG Things Little BIG Things (+50%, shrinkwrap-(+50%, shrinkwrap-

loose)loose)

Constant Constant experimentation experimentation

(Stew, Sam’ #1, et (Stew, Sam’ #1, et al.)al.)

Social Media (UAL)Social Media (UAL)

Aim: “Be the best. Aim: “Be the best. It’s the only It’s the only

marketplace that’s marketplace that’s not crowded.”not crowded.”

1. Training courses/Workshops/Demos/ 1. Training courses/Workshops/Demos/ Engagement Engagement 2. Instructional guides/material/books2. Instructional guides/material/books3. Events 3. Events 4. Destination 4. Destination 5. Women5. Women6. Staff selection6. Staff selection7. Staff training 7. Staff training 8. Staff retention 8. Staff retention 9. Fanaticism 9. Fanaticism 10. Design /Atmospherics 10. Design /Atmospherics 11. Tableaus 11. Tableaus 12. Flow/starts and finishes 12. Flow/starts and finishes 13. Little BIG Things 13. Little BIG Things 14. Constant experimentation 14. Constant experimentation 15. Social Media 15. Social Media 16. Aim high16. Aim high

#11#11

““Nothing is so Nothing is so contagious as contagious as enthusiasm.”enthusiasm.”

—Samuel Taylor Coleridge

““I am a I am a dispenser of dispenser of

enthusiasm.”enthusiasm.”

—Ben Zander

““It’s It’s alwaalwayyss showtime.”showtime.”

—David D’Alessandro, Career Warfare

Kevin Roberts’ CredoKevin Roberts’ Credo

11. Ready. Fire! Aim.. Ready. Fire! Aim.2. If it ain’t broke ... Break it!2. If it ain’t broke ... Break it!3. Hire crazies.3. Hire crazies.4. Ask dumb questions.4. Ask dumb questions.5. Pursue failure.5. Pursue failure.6. Lead, follow ... or get out of the way!6. Lead, follow ... or get out of the way!7. Spread confusion.7. Spread confusion.8. Ditch your office.8. Ditch your office.9. Read odd stuff.9. Read odd stuff.

10. Avoid moderationAvoid moderation!!

On NELSON: “[other] “[other] admirals more admirals more frightened of frightened of losing than losing than

anxious to win”anxious to win”

The greatest dangerThe greatest dangerfor most of usfor most of us

is not that our aim isis not that our aim istoo hightoo high

and we miss it,and we miss it,but that it isbut that it is

too lowtoo lowand we reach it.and we reach it.

Michelangelo

The endThe end

first things first …. #1 cause of employee dis-satisfaction?

Documents

engine of network expansion

engine of network development

engine of network maintenance

engine of superior execution

soul of thoughtfulness

soul of engagement

soul of kindness

bedrock of joint ventures