TIME Kapalua 4 February 2000

1. TIMEKapalua4 February 2000

2. Microsoft = R.O.W.Microsoft > GM + Ford + Boeing + Lockheed Martin + Deere + Caterpillar + USX + Weyerhaeuser + Union Pacific + Kodak + Sears + Marriott + Safeway + KelloggSource: Business Week data through 5-99

3. Microsoft = R.O.W. (II)Microsoft >GM + Ford + Boeing + Lockheed Martin + Deere + Caterpillar + USX + Weyerhaeuser + Union Pacific + Kodak + Sears + Marriott + Safeway + Kellogg + McDonald’s + Bank One + General Mills + American Airlines + United Airlines + + Delta Air Lines + US Airways + Quaker OatsSource: Yastrow Marketing (through 11-23-99)

4. No Wiggle Room!“Incrementalism is innovation’s worst enemy.” Nicholas Negroponte

5. Just Say No …“I don’t intend to be known as the ‘King of the Tinkerers.’ ”CEO, large financial services company (New York, 5-99)

6. “It means nothing less than the total reinvention of this company.”

7. Jacques’ New New FordFord + MicrosoftFord + Yahoo!Ford + OracleFord + HPEtc.Etc.

8. The “Commodity Trap”

9. Quality Not Enough!“While everything may be better, it is also increasingly the same.”Paul Goldberger on retail, “The Sameness of Things,” The New York Times

10. “We make over three new product announcements a day. Can you remember them? Our customers can’t!”Carly Fiorina

11. “The ‘surplus society’ has a surplus of similar companies, employing similar people, with similar educational backgrounds, coming up with similar ideas, producing similar things, with similar prices and similar quality.”Kjell Nordstrom and Jonas Ridderstrale,Funky Business

12. BRANDPOWER!

13. Brand It!Now, More Than Ever!“The increasing difficulty in differentiating between products and the speed with which competitors take up innovations will assist in the rise and rise of the brand.”Gillian Law and Nick Grant, Management [New Zealand]

14. “What Matters to Online Buyers”*#1: Product brand#2: Retailer brand*Source: Business 2.0

15. Opportunity No. 1Coca Cola … 9Virgin … 9Amazon.com … 7Yahoo! … 7Sun … 3HP … 2 (on a 1-10 scale)The Economist … 2

16. Time?????

17. And with the Game Boy / Play Station Generation???

18. Strategy 1:Lead the Customer!

19. “The customer is a rear view mirror, not a guide to the future.”George Colony, Forrester Research“If you worship at the throne of the voice of the customer, you’ll get only incremental advances.”Joseph Morone, President, Bentley College

20. “Wealth in this new regime flows directly from innovation, not optimization. That is, wealth is not gained by perfecting the known, but by imperfectly seizing the unknown.”Kevin Kelly, New Rules for the New Economy

21. Amen!“The Age of the NeverSatisfied Customer”Regis McKenna

22. Strategy 2:Master E-Commerce!

23. $30,000,000. = ???

24. Dell’s Web sales … daily

25. 2X = 100 days (Internet traffic)2X = 9 months (network capacity)Source: Red Herring (1-00)

26. “In the network economy, the Website becomes the company’s primary interface to the customer. The user interface becomes the marketing materials, store front, store interior, sales staff and post-sales support all rolled into one.”Jakob Nielsen,Designing Web Usability

27. Anne Busquet/ American ExpressNot: “Age of the Internet”Is: “Age of Customer Control”

28. “Where does the Internet rank in priority? It’s No. 1, 2, 3, and 4.”Jack Welch

29. There are 2 Kinds of …Defense*vs.Offense***Fend off upstarts.**Reinvent our marketspace!

30. “We want to be the air traffic controllers of electrons.”Bob Nardelli, GE Power Systems

31. RR on Sara Lee“The most profitable businesses in the future will act as knowledge brokers, linking insights into what’s available with insights into the customer’s individual needs and preferences.”

32. Strategy 3:It’s the Experience!

33. “Experiences are as distinct from services as services are from goods.”Joseph Pine & James Gilmore, The Experience Economy: Work Is Theater & Every Business a Stage

34. “The [Starbucks] Fix” Is on …“We have identified a ‘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

35. “This is the end of the pure product era. For instance, car makers are beginning to understand that the vehicle per se is a platform for delivering services that drive the customer experience.”Carly Fiorina, HP @ Comdex ’99

36. Mantra: “Any good can be ing-ed”the drivingexperiencethe pumpingexperiencethesittingexperiencethe readingexperiencethewashingexperiencethe cookingexperienceJoseph Pine & James Gilmore, The Experience Economy: Work Is Theater & Every Business a Stage

37. 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

38. Brand Work!

39. “Reward excellent failures. Punish mediocre successes.”Phil Daniels, Sydney exec

40. “You really got to me. So many of our information technology projects take on a life of their own, and I know they’ll never end up as more than ‘mediocre successes.’ ” CEO, F100 financial services company (10-98)

41. Characteristics of the “Also Rans” “minimize risk” “respect the chain of command” “support the boss” “make budget” Source: Fortune on “most admired global corporations” (10/26/98)

42. Brand Talent!

43. Issue Y2KThe Great War for Talent!

44. “Our business needs a massive transfusion of talent. And talent, I believe, is most likely to be found among non-conformists, dissenters and rebels.”David Ogilvy

45. Put Yourself at Risk!

46. “We are in a brawl with no rules!” Paul Allaire

47. Ann Richards’ DogmaShow up!Know your message!PUT YOURSELF AT RISK!

48. “If things seem under control, you’re just not going fast enough.”Mario Andretti