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

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

2. Excellence.Always. If notExcellence,what?If notExcellencenow, when?

3. Novosibirsk 2006/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

4. Sydney 2007/1st Drucker Commemorative Conference Organizations exist to serve. Period. Leaders live to serve. Period.

5. 1/4096 @ excellencenow.com “Business has to give people enriching, rewarding lives … or it's simply not worth doing.” —Richard Branson

6. 7 Steps to Sustaining Success You take care of the people. The people take care of the service. The service takes care of the customer. The customer takes care of the profit. The profit takes care of the re-investment. The re-investment takes care of the re-invention. The re-invention takes care of the future. (And at every step the only measure is EXCELLENCE.)

7. Part ONE

8. #1

9. Little = BIG

10. #2

11. 7X. 7:30A-8:00P. F12A.7:30AM = 7:15AM.8:00PM = 8:15PM.

12. #3

13. It BEGINS(and ENDS) in the …

14. Parking lot**Disney

15. #4

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

17. Red light flashes= -10%

18. #5

19. National “Brand”/ 2-centcandy

20. #6

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

22. “May I clean your glasses, sir?”

23. #7

24. Compression Hose = 10,000

25. #8

26. 30 minutes = 1% $25M/$20M/$200K

27. #9

28. 2X Source: Container Store/increase average sale per shopper

29. #10

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

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

32. #11

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

34. 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?

35. “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

36. “Perception is all there is”

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

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

39. CXO**Chief eXperience Officer

40. #12

41. 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 …

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

43. 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 …

44. “Execution isstrategy.”—Fred Malek

45. Sports:You beat yourself!

46. “Execution is the jobof the business leader.”—Larry Bossidy & Ram Charan/ Execution: The Discipline of Getting Things Done

47. #13

48. (1) Amenable to rapid experimentation/ failure “free” (PR, $$) (2) Quick to implement/ Quick to Roll out (3) Inexpensive to implement/Roll out (4) Huge multiplier (5) An “Attitude”

49. Half-day/25 ideas • One week/5 experiments • (3) One month/Select best 2 • (4) 60-90 days/Roll out

50. Little = BIG