LONG Tom Peters’ THE EXCELLENCE DIVIDEND: WORK THAT WOWS AND JOBS THAT LAST

1. LONG Tom Peters’ THE EXCELLENCE DIVIDEND: WORK THAT WOWS AND JOBS THAT LAST Private Company Managers Annual Meeting Metro Toronto Convention Center/19 April 2017 (This presentation/10+ years of presentation slides at tompeters.com; also see our annotated 23-part Monster-Master at excellencenow.com)

2. EXCELLENCE.BANK ON IT.

3. The Commerce/Metro Bank Model“ARE YOU GOING TO COSTCUT YOUR WAY TO PROSPERITY?OR …ARE YOU GOING TO SPEND YOUR WAY TO PROSPERITY?”Source: Fans! Not Customers. How to Create Growth Companies in a No Growth World, Vernon Hill with Bob Andelman

4. The Commerce/Metro Bank Model“COST CUTTING IS A DEATH SPIRAL.”“OUR WHOLE STORY IS GROWING REVENUE.”“OVER-INVEST IN OUR PEOPLE, OVER-INVEST IN OUR FACILITIES.”Source: Fans! Not Customers. How to Create Growth Companies in a No Growth World, Vernon Hill with Bob Andelman

5. The Commerce Bank Model“WE WANT THEM IN OUR STORES.”Source: Fans! Not Customers. How to Create Growth Companies in a No Growth World, Vernon Hill with Bob Andelman

6. Commerce Bank: From “Service” to “Experience”7X. 730A-800P. F12A.

7. “YESBANK”: “When we had a processing problem with MasterCard, it came to our attention that a customer couldn’t pay for their airline flights. A Metro Bank team member stepped in. She put the customer’s flights on her personal credit card so that the customer could still take advantage of a good deal, and later—with their permission, of course— transferred the money from their account.” Source: Fans! Not Customers. How to Create Growth Companies in a No Growth World, Vernon Hill with Bob Andelman

8. 2,000,000

9. AMERICA’S BEST RESTROOM

10. Retail Superstars: Inside the 25 Best Independent Stores in America—by George Whalin

11. JUNGLE JIM’S INTERNATIONAL MARKET, FAIRFIELD, OH:“An adventure in ‘shoppertainment,’ begins in the parking lot and goes on to 1,600 cheeses and 1,400 varieties of hot sauce—not to mention 12,000 wines priced from $8-$8,000 a bottle; all this is brought to you by 4,000 vendors. Customers from every corner of the globe.” BRONNER’S CHRISTMAS WONDERLAND, FRANKENMUTH, MI, POP 5,000:98,000-square-foot “shop” features 6,000 Christmas ornaments, 50,000trims, and anything else you can name pertaining to Christmas. …” Source: George Whalin, Retail Superstars: Inside the 25 Best Independent Stores in America

12. JUNGLE JIM’S: “The props can also be a bit bizarre. Two men’s and women’s Porta Potties situated in the front area of the store look as though they belong on a construction site rather than in a food store. But they are false fronts, and once through the doors, customers find themselves in beautifully appointed restrooms. These creative facilities were recognized as … ‘AMERICA’S BEST RESTROOM’ … in the Sixth Annual competition sponsored by Cintas Corporation, a supplier of restroom cleaning and hygiene products. …”

13. “BE THE BEST. IT’S THE ONLY MARKET THAT’S NOT CROWDED.” From: Retail Superstars: Inside the 25 Best Independent Stores in America, George Whalin

14. TOM COMES IN SECOND!

16. *Larry Janesky/Seymour CT/ Basement Systems Inc.++ *Dry Basement Science ++/ 27 patents *400 dealers/6 countries *Awards+++++ *>$100,000,000

17. “AGILE CREATURES DARTING BETWEEN THE LEGS OF THE MULTINATIONAL MONSTERS!”

18. MITTELSTAND* *“agile creatures darting between the legs of the multinational monsters” (Bloomberg BusinessWeek)

19. Baader (Iceland/80% fish-processing systems) Gallagher (NZ/electric fences) W.E.T. (heated car seat tech) Gerriets (theater curtains and stage equipment) Electro-Nite (sensors for the steel industry) EsselPropack (India/tooth paste tubes) SGS (product auditing and certification) DELO (speciality adhesives) Amorim (Portugal/cork products) EOS (laser sintering) Beluga (heavy-lift shipping) Omicron (tunnel-grid microscopy) Universo (wristwatch hands) Dickson Constant (technical textiles) O.C. Tanner (employee recognition/$400M) Hoeganaes (powder metallurgy supplies) Hidden Champions* of the 21st Century: Success Secrets of Unknown World Market Leaders/Hermann Simon (*1, 2, or 3 in world market; <$4B; low public awareness)

20. THE THREE RULES

21. Michael Raynor and Mumtaz Ahmed: THE THREE RULES: How Exceptional Companies Think*: 1.BETTER before cheaper. 2.REVENUE before cost. 3.There are no other rules. (*From a database of over 25,000 companies from hundreds of industries covering 45 years, they uncovered 344 companies that qualified as statistically “exceptional”—then a final 27) Jeff Colvin, Fortune: “The Economy Is Scary … But Smart Companies Can Dominate”: They manage for VALUE—not for EPS. They get radically CUSTOMER-CENTRIC. They keep DEVELOPING HUMAN CAPITAL.

22. SME Power: “Research shows that new, small companies create almost all the new private sector jobs—and are disproportionately innovative.” Source: Superstar fund manager Gervais Williams, The Future Is Small: Why AIM [Alternative Investment Market] Will Be the World’s Best Market Beyond the Credit Boom.

23. ON THE OTHER HAND …

24. “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 …Source: Paul Ormerod, Why Most Things Fail: Evolution, Extinction and Economics

25. “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 largeone and just wait.”—Paul Ormerod, Why Most Things Fail: Evolution, Extinction and Economics

26. “Mr. Foster and his McKinsey colleagues collected detailed performance data stretching back 40 years for1,000U.S. companies.They found thatNONEofthe long-term survivors managed to outperform the market. Worse, the longer companies had been in the database, the worse they did.” —Financial Times

27. “I don’t believe in economies of scale. YOU DON’T GET BETTER BY BEING BIGGER. YOU GET WORSE.”—Dick Kovacevich

28. “When asked to name just one big merger that had lived up to expectations, Leon Cooperman, former cochairman of Goldman Sachs’ Investment Policy Committee, answered:I’M SURE THERE ARE SUCCESS STORIES OUT THERE, BUT AT THIS MOMENT I DRAW A BLANK.”—Mark Sirower, The Synergy Trap

29. “NOT A SINGLE COMPANY THAT QUALIFIED AS HAVING MADE A SUSTAINED TRANSFORMATION IGNITED ITS LEAP WITH A BIG ACQUISITION OR MERGER.Moreover, comparison companies—those that failed to make a leap or, if they did, failed to sustain it—often tried to make themselves great with a big acquisition or merger. They failed to grasp the simple truth that while you can buy your way to growth, you cannot buy your way to greatness.”—Jim Collins/Time

30. Tom Peters’ THE EXCELLENCE DIVIDEND: WORK THAT WOWS AND JOBS THAT LAST Private Company Managers Annual Meeting Metro Toronto Convention Center/19 April 2017 (This presentation/10+ years of presentation slides at tompeters.com; also see our annotated 23-part Monster-Master at excellencenow.com)

31. 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 …

32. “Remember to tuck the shower curtain inside the bathtub.”

33. EXCELLENCE

34. ENTERPRISE* (*AT ITS BEST):An emotional, vital, innovative, joyful, creative, entrepreneurial endeavor that elicits maximum concerted human potential in the wholehearted pursuit of EXCELLENCE in service of others.****Employees, Customers, Suppliers, Communities, Owners, Temporary partners

35. “It may sound radical, unconventional, and bordering on being a crazy business idea. However— as ridiculous as it sounds—joy is the core belief of our workplace. Joy is the reason my company, Menlo Innovations, a customer software design and development firm in Ann Arbor, exists. It defines what we do and how we do it. It is the single shared belief of our entire team.” —Richard Sheridan, Joy, Inc.: How We Built a Workplace People Love

36. WSJ/0910.13: “What matters most to a company over time? Strategy or culture? Dominic Barton, Managing Director, McKinsey & Co.:“Culture.”

37. “If I could have chosen not to tackle the IBM culture head-on, I probably wouldn’t have. My bias coming in was toward strategy, analysis and measurement. In comparison, changing the attitude and behaviors of hundreds of thousands of people is very, very hard.Yet I came to see in my time at IBM that culture isn’t just one aspect of the game —IT IS THE GAME.” —Lou Gerstner, Who Says Elephants Can’t Dance

38. “Culture eats strategy for breakfast.” —Ed Schein/1986

39. 1st-Line Leaders

40. If the regimental commander lost most of his 2nd lieutenants and 1st lieutenants and captains and majors, it would be a tragedy. IF HE LOST HIS SERGEANTS IT WOULD BE A CATASTROPHE.The Army and the Navy are fully aware that success on the battlefield is dependent to an extraordinary degree on its Sergeants and Chief Petty Officers. Does industry have the same awareness?

41. “People leave managers not companies.” —Dave Wheeler

42. Putting People (REALLY) First

43. “PEOPLE BEFORE STRATEGY” —Lead article, Harvard Business Review. July-August 2015, by Ram Charan, Dominic Barton, and Dennis Carey

44. “You have to treat your employees like customers.”—Herb Kelleher “What employees experience, Customers will. The best marketing is happy, engaged employees.Your customers will never be any happier than your employees.” —John DiJulius, The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World

45. “In a world where customers wake up every morning asking, ‘What’s new, what’s different, what’s amazing?’ success depends on a company’s ability to unleash initiative, imagination and passion of employees at all levels—and this can only happen if all those folks are connected heart and soul to their work [their ‘calling’], their company and their mission.”—John Mackey and Raj Sisoda, Conscious Capitalism: Liberating the Heroic Spirit of Business

46. EXCELLENT customer experience depends … entirely … onEXCELLENT employee experience! If you want to WOW your customers, FIRST you must WOW those who WOW the customers!

47. 1996-2014/Twelve companies have been among the “100 best to work for” in the USA every year, for all 16 years of the list’s existence; along the way, they’ve added/ 341,567 new jobs, or job growth of +172%:PublixWhole FoodsWegmansNordstromCisco SystemsMarriottREIGoldman SachsFour SeasonsSAS InstituteW.L. GoreTDIndustriesSource: Fortune/ “The 100 Best Companies to Work For”/0315.15

48. Profit Through Putting People First Business Book Club Nice Companies Finish First: Why Cutthroat Management Is Over—and Collaboration Is In, by Peter Shankman with Karen Kelly Uncontainable: How Passion, Commitment, and Conscious Capitalism Built a Business Where Everyone Thrives, by Kip Tindell, CEO Container Store Conscious Capitalism: Liberating the Heroic Spirit of Business, by John Mackey, CEO Whole Foods, and Raj Sisodia Firms of Endearment: How World-Class Companies Profit from Passion and Purpose, by Raj Sisodia, Jag Sheth, and David Wolfe The Good Jobs Strategy: How the Smartest Companies Invest in Employees to Lower Costs and Boost Profits, by Zeynep Ton, MIT Joy, Inc.: How We Built a Workplace People Love, by Richard Sheridan, CEO Menlo Innovations Employees First, Customers Second: Turning Conventional Management Upside Down, by Vineet Nayar, CEO, HCL Technologies Patients Come Second: Leading Change By Changing the Way You Lead by Paul Spiegelman & Britt Berrett The Customer Comes Second: Put Your People First and Watch ’Em Kick Butt, by Hal Rosenbluth, former CEO, Rosenbluth International It’s Your Ship: Management Techniques from the Best Damn Ship in the Navy, by Mike Abrashoff, former commander, USS Benfold Turn This Ship Around; How to Create Leadership at Every Level, by L. David Marquet, former commander, SSN Santa Fe Small Giants: Companies That Choose to Be Great Instead of Big, by Bo Burlingham Hidden Champions: Success Strategies of Unknown World Market Leaders, by Hermann Simon Retail Superstars: Inside the 25 Best Independent Stores in America, by George Whalin Joy at Work: A Revolutionary Approach to Fun on the Job, by Dennis Bakke, former CEO, AES Corporation The Dream Manager, by Matthew Kelly The Soft Edge: Where Great Companies Find Lasting Success, by Rich Karlgaard, publisher, Forbes Delivering Happiness: A Path to Profits, by Tony Hseih, Zappos Camellia: A Very Different Company Fans, Not Customers: How to Create Growth Companies in a No Growth World, by Vernon Hill Like a Virgin: Secrets They Won’t Teach You at Business School, by Richard Branson

49. Training = Investment#1!

50. In the Army, 3-star generals worry about training. In most businesses, it's a “ho-hum” mid-level staff function.