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Tom Peters’ Excellence: The Relentless Pursuit of Dramatic Difference ! NAPA/Atlanta/09FEB2006

Tom Peters’ Excellence: The Relentless Pursuit of Dramatic Difference ! NAPA/Atlanta/09FEB2006. Slides at … tompeters.com. New world. THREE BILLION NEW CAPITALISTS —Clyde Prestowitz. Business Mantra #1* of the ’00s: DON’T TRY TO COMPETE WITH WAL*MART ON PRICE OR CHINA ON COST !

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Tom Peters’ Excellence: The Relentless Pursuit of Dramatic Difference ! NAPA/Atlanta/09FEB2006

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  1. Tom Peters’Excellence:The RelentlessPursuit ofDramatic Difference!NAPA/Atlanta/09FEB2006

  2. Slides at …tompeters.com

  3. New world.

  4. THREE BILLION NEW CAPITALISTS—Clyde Prestowitz

  5. Business Mantra #1* of the ’00s:DON’T TRY TO COMPETE WITH WAL*MART ON PRICE OR CHINA ON COST! *Mantra #2: See Mantra #1

  6. No option.

  7. “If you don’t like change, you’re going to like irrelevance even less.” —General Eric Shinseki, Chief of Staff. U. S. Army

  8. No option.

  9. Best is not good enough!**“Non-linear”:Tiger/Lance/Mike Leach/Dell/Wal*Mart/etc

  10. Program06*Study moreRenew moreTailor moreOffer moreListen moreMarket morePractice moreChallenge moreSocialize moreSmile moreFollow-up morePlan execution moreCost control more*Thanks, Mr President

  11. “In Tom’s world, it’s always better to try a swan dive and deliver a colossal belly flop than to step timidly off the board while holding your nose.”—Fast Company /October2003

  12. Tragic.

  13. Franchise Lost!TP:“How many of you[600]reallycravea new Chevy?”NYC/IIR/061205

  14. Sad.

  15. This is not a “mature category.”

  16. This is an “undistinguished category.”

  17. ABCDEAvgToilets 0 1 65 5D Gen’l Cleanliness 1 2 85 1C-Speed 4 6 52 0 BAttitude 1 3 8 4 1C Overall “Experience” 0395 0C-TOTAL 61536 217

  18. “When we did it ‘right’ it was still pretty ordinary.”Barry Gibbons on“Nightmare No. 1”

  19. Fight ’til Death!“I thought, ‘What a dreadful mission I have in life.’ I’d love to get six-thousand restaurants up to spec, but when I do it’s ‘Ho-hum.’ It’s bugged me ever since. It’s one of the great paradoxes of modern business. We all know distinction is key, and yet in the last twenty years we have created a plethora of ho-hum products and services.We swim in an ocean of ho-hum, and I’m going to fight it. I’m going to die fighting it.”— Barry Gibbons

  20. But.

  21. “It” can be done.

  22. $798

  23. $798

  24. $798

  25. $798

  26. $415/SqFt/Wal*Mart$798/SqFt/Whole Foods

  27. 4X:“At London Drugs, everyone cares about everything.”—Wynne Powell

  28. 7X. 730A-800P. F12A.**’93-’03/10 yr annual return: CB: 29%; WM: 17%; HD: 16%. Mkt Cap: 48% p.a.

  30. A “LifeSuccessCompany”*1000-4/372

  31. No Excuses: #1*84%: Grocery stores “are all alike”46%: additional spend if customers have an “emotional connection” to a grocery store rather than “are satisfied” (Gallup)“Going to Wegmans is not just shopping, it’s an event.”—Christopher Hoyt, grocery consultant“You cannot separate their strategy as a retailer from their strategy as an employer.”—Darrell Rigby, Bain & Co.*100 Best Companies to Work for/Fortune/2005

  32. Only One Answer.

  33. “Get better”vs“Get different”

  34. “You do not merely want to be the best of the best.You want to be considered the only ones who do what you do.”Jerry Garcia

  35. Winning.

  36. Up,Up,Up, Up,Upthe Value-added Ladder.

  37. The (Old) “Value-added Ladder”: StuffGoods Raw Materials

  38. The Value-added Ladder: Stuff plus TransactionsServicesGoods Raw Materials

  39. Rock their world.

  40. And the “M” Stands for … ?Gerstner’s IBM:“Systems Integrator of choice.”(BW)IBM Global Services:$55B

  41. “Big Brown’s New Bag: UPS Aims to Be theTraffic Manager for Corporate America”—Headline/BW/07.19.2004

  42. The Value-added LadderGamechanging SolutionsServicesGoods Raw Materials

  43. Static/ImitativeIntegrity.Quality.Excellence.Continuous Improvement.Superior Service (Exceeds Expectations.)Completely Satisfactory Transaction.Smooth Evolution.Market Share.Dynamic/DifferentDramatic Difference!Disruptive!Insanely Great! (Quality++++)Life-(Industry-)changing Experience!Game-changing!WOW!Surprise!Delight!Breathtaking!Market Creation!

  44. “The only reason to give a speech is to change the world.” —JFK

  45. Experience it.

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

  47. 2%/50%

  48. 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

  49. 2%/50%

  50. The Value-added LadderAwesome ExperiencesGamechanging SolutionsServicesGoods Raw Materials

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