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CONRAD’S COMMANDMENT

CONRAD’S COMMANDMENT. CONRAD HILTON , at a gala celebrating his career, was called to the podium and asked, “ What were the most im p ortant lessons y ou learned in y our lon g and distin g uished career ?” His answer …. “ Remember to tuck the shower curtain inside the bathtub .”. LONG

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CONRAD’S COMMANDMENT

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  1. CONRAD’S COMMANDMENT

  2. 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 …

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

  4. LONG Tom Peters’ RE-IMAGINE! EXCELLENCE/2017 Washington Federal CEO Forum 09 December 2016 (This presentation/10+ years of presentation slides at tompeters.com; also see our annotated 23-part Monster-Master at excellencenow.com)

  5. BE THE BEST

  6. AND THE WINNERS AREN’T/ARE

  7. S&P 500 +1/-1* *Every …2weeks! Source: Richard Foster (via Rita McGrath/HBR/12.26.13

  8. “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

  9. AND THE WINNERS AREN’T/ARE

  10. 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.

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

  12. JUNGLE JIM’S INTERNATIONAL MARKET, FAIRFIELD, OHIO:“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.” Source: George Whalin, Retail Superstars: Inside the 25 Best Independent Stores in America

  13. 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

  14. “AMERICA’S BEST RESTROOM” —Sixth Annual competition sponsored by Cintas Corporation, a supplier of restroom cleaning and hygiene products

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

  16. 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) Essel Propack (India/tooth paste tubes) SGS (product auditing and certification) DELO (specialty 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)

  17. 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.

  18. The Metro Bank Model“Are you going to COSTCUT your way to prosperity?”(“Cost-cutting is a death spiral.”)Or …“Are you going to SPENDyour way to prosperity?”Source: Vernon Hill, Fans! Not customers. How to Create Growth companies in a No Growth World

  19. The Metro Bank Model“OVER-INVEST IN OUR PEOPLE, OVER-INVEST IN OUR FACILITIES.”Source: Source: Vernon Hill, Fans! Not customers. How to Create Growth companies in a No Growth World

  20. 2,000,000+ dog biscuits/yr (Tom, Vernon Hill, and Sir Duffield/“Duffy”)

  21. Small Giants: Companies that Chose to Be Great Instead of Big (Bo Burlingham) “THEY CULTIVATED EXCEPTIONALLY INTIMATE RELATIONSHIPS WITH CUSTOMERS AND SUPPLIERS, based on personal contact, one-on-one interaction, and mutual commitment to delivering on promises. “EACH COMPANY HAD AN EXTRAORDINARILY INTIMATE RELATIONSHIP WITH THE LOCAL CITY, TOWN, OR COUNTYin which it did business —a relationship that went well beyond the usual concept of `giving back.’ “The companies had what struck me as UNUSUALLY INTIMATE WORKPLACES. “I noticed thePASSIONthat the leaders brought to what the company did.THEY LOVED THE SUBJECT MATTER, whether it be music, safety lighting, food, special effects, constant torque hinges, beer, records storage, construction, dining, or fashion.”

  22. The local plumber or electrician does not provide a “commodity service” … if he knows his job if he is learning new tricks all the time if he has a good disposition if he shows up on time if he is neatly dressed if he has s spiffy truck if he cleans up so that the client could “eat off the floor” after he leaves if he volunteers to do a few tiny tasks outside the one at hand—gratis If he even goes so far as to create a blog with occasional posts featuring practical tips for his clientele—e.g., a tiny Virginia swimming pool company became a literal worldbeater adopting this social-media strategy

  23. “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

  24. “Wicked problems”

  25. VALUE-ADDED

  26. TGRs & the “8/80” Fiasco

  27. 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?

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

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

  30. “May I clean your glasses, sir?”

  31. “Courtesies of a small and trivial character are the ones which strike deepest in the grateful and appreciating heart.” —Henry Clay

  32. “At our core, we’re a coffee company, but the opportunity we have to extend the brand is beyond coffee.IT’S ENTERTAINMENT.”—Howard Schultz“When Pete Rozelle ran the National Football League, it was a football business, and a good one.NOW IT’S TRULY AN ENTERTAINMENT BUSINESS.”—Paul Much, Investment AdvisorFrom George Whalin’s Retail Superstars: on Jungle Jim’s International Market, Fairfield, OH:“AN ADVENTURE IN‘SHOPPERTAINMENT.’ ”Boston Globe: “Why did you [Berkshire Hathaway] buyJordan’s Furniture?”Warren Buffett: “Jordan’s is spectacular. IT’S ALL SHOWMANSHIP.”

  33. CARL’S STREETSWEEPER**Flowerson the showroom floor/ courtesy Stanley Marcus

  34. Consider: Hire a theater director

  35. TGRs (on steroids):L(Very)BTs

  36. Big carts = 1.5X Source: Walmart

  37. Las Vegas Casino/2X:“When Friedmanslightly curvedthe right angle of an entrance corridor to one property, he was ‘amazed at the magnitude of change in pedestrian behavior’—the percentage who entered increased fromone-thirdto nearlytwo-thirds.” —Natasha Dow Schull, Addiction By Design: Machine Gambling in Las Vegas

  38. (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”

  39. 10 August 2011!

  40. Design RULES!APPLEmarket cap > Exxon Mobil**10 August 2011

  41. “We don’t have a good language to talk about this kind of thing. In most people’s vocabularies, design means veneer. … But to me, nothing could be further from the meaning of design.DESIGN IS THE FUNDAMENTALSOUL OF A MAN-MADE CREATION.”—Steve Jobs

  42. “He said for him the craft of building a boat was like a religion. It wasn’t enough to master the technical details of it. You had to give yourself up to it spiritually; you had to surrender yourself absolutely to it. When you were done and walked away, you had to feel that you had left a piece of yourself behind in you forever, a bit of your heart.” —On the world’s premier racing shell builder, George Yeoman Pocock, in Daniel Brown, THE BOYS IN THE BOAT: Nine Americans and Their Epic Quest for Gold at the 1936 Berlin Olympics

  43. Dieter Rams on a well-designed new object:“Innovative, useful, aesthetic, understandable, unobtrusive, honest, long-lasting, thorough, environmentally friendly and feature as little design as possible.” —Ian Parker, New Yorker, 23 March 2015, on Jony Ives

  44. “He craved products that didn’t force adjustments of behavior, that gave people a feeling of gratitude that someone else thought this through in a way that made your life easier.” —Laurene Powell Jobs

  45. Hypothesis: Men cannot design for women’s needs!!??

  46. Women BUY[Everything]!

  47. W > 2X (C + I) = $28 TRILLION “Forget CHINA, INDIA and the INTERNET: Economic Growth Is Driven by WOMEN.” Source: Headline, Economist

  48. W > 2X (C + I)* • *“Women now drive the global economy. Globally, they control about $20 trillion in consumer spending, and that figure could climb as high as $28 TRILLION in the next five years. Their $13 trillion in total yearly earnings could reach $18 trillion in the same period. In aggregate, women represent a 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 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 Dell’s …” • Source: Michael Silverstein and Kate Sayre, “The Female Economy,” HBR

  49. “Women areTHEmajority market”—Fara Warner/The Power of the Purse

  50. Women as Decision Makers/Various sourcesHome Furnishings … 94%Vacations … 92%(Adventure Travel … 70%/ $55B travel equipment)Houses … 91%D.I.Y. (major “home projects”) … 80%Consumer Electronics … 51%(66% home computers) Cars … 68% (influence 90%)Allconsumer purchases … 83%*Bank Account … 89%Household investment decisions … 67%Small business loans/biz starts … 70%Health Care … 80%*In the USA women hold >50% managerial positions including >50% purchasing officer positions; hence women also make the majority of commercial purchasing decisions.

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