Tom Peters’ excellence. Always. Xalways. Long. 1339. 05October2006 X. Al excellence. Always. Slides* at … tompeters com *also “long” The Irreducible209+/ Sales122/60tibs

JKC 1. Scour for renegades; wine & dine. 2. Go outside for funds

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JKC 1. Scour for renegades; wine & dine. 2. Go outside for funds.


“Make your own McKinsey” (AP)

Build a “School on top of a school”/Continuing-Exec Ed (The Parallel Universe Strategy)

Stories … Paint me a picture … Story “infrastructure” … Demos … Quick prototypes … Experiments … Heroes … Renegades … Skunkworks … Demo Funds … V.C. … G.M. … Roster … Portfolio … Stone’s Rules … JKC’s Rules

Tempo: He who has the quickest O.O.D.A. Loops* wins! *Observe. Orient. Decide. Act. / Col. John Boyd

Subversive Change Be(very)ware “genetic constraints” (history’s looong arm) You must “do” Gandhi Hire weird (fulltime or temp) Find the extant crazies (troll for them via offers to join weird project teams) Create a (quiet) “Crazies Club”/Keep extendin’ the Web Create “boondocks projects” by the truckload (with partners of every flavor) Understand: Yours is a “protection racket” Sky High Standards!! (There’s a deadly serious reason for “all this”—life or death) TP Heroes: Allan Puckett; Bob Stone; Jill Ker Conway; Kelly Johnson; John Boyd

“Never doubt that a small group of committed people can change the world. Indeed it is the only thing that ever has.” —Margaret Mead

  • SP: “But can you turn a ‘defensive player’ into an ‘offensive player’?” TP: Yes! Work with him/her to re-frame their principal project to the point that their ego is fully engaged and it becomes something of a ‘life compulsion.’ ” * * “If you and I had $150K in the bank and on the line and the day before the opening the Fire Inspector …”



“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

“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

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

Club Med is more than just a ‘resort’; it’s a means of rediscovering oneself, of inventing an entirely new ‘me.’ ” Source: Jean-Marie Dru, Disruption


Up, Up, Up, Up the Value-added Ladder.

The Value-added Ladder/ MEMORABLE CONNECTION Spellbinding Experiences Gamechanging Solutions Services Goods Raw Materials

Beyond the “Transaction”/ “Satisfaction” Mentality “Good hotel”/ “Happy guest”/ “Exceeded Expectations” vs. “Great Vacation”/ “Great Conference”/ “Operation Personal Renewal

Warren Goes Shopping …

Q: “Why did you buy Jordan’s Furniture?” A: “Jordan’s is spectacular. It’s all showmanship.” Source: Warren Buffet interview/ Boston Sunday Globe/12.05.2004

CXO* *Chief eXperience Officer

“Most executives have no idea how to add value to a market in the metaphysical world. But that is what the market will cry out for in the future. There is no lack of ‘physical’ products to choose between.” Jesper Kunde, Unique Now ... or Never [on the excellence of Nokia, Nike, Lego, Virgin et al.]

Extraction & Goods: Male dominance Services & Experiences: Female dominance


Where Are Your “2-cent Candies”? Beltramo’s checkout. SFFD door-to-door fire- hazard check. Carpet installer booties. Singapore candies @ Immigration

And You? Stockholm: blanket at outside table (August)

The … Jim Jeffords oversight!




“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 Nordström and Jonas Ridderstråle, Funky Business

This is not a “mature category.”

This is an “undistinguished category.”

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


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

#1/100 “Best Companies to Work for”/2005

  • Wegmans

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

“It’s simple, really, Tom. Hire for s, and, above all, promote for s.” —Starbucks middle manager/field

“A man without a smiling face must not open a shop.” —Chinese Proverb


Donnelly’s Weatherstrip Service Weymouth MA


Jim’s Group Jim Penman/“Empire Builders”/MT / Jan/Feb 2006/Australia

Jim’s Group: Jim Penman.* 1984: Jim’s Mowing. 2006: Jim’s Group. 2,600 franchisees (Australia, NZ, UK). Cleaning. Dog washing. Handyman. Fencing. Paving. Pool care. Etc. “People first.” Private. Small staff. Franchisees can leave at will. 0-1 complaint per year is norm; cut bad ones quickly. *Ph.D. cross-cultural anthropology; mowing on the side Source: MT/Management Today (Australia), Jan-Feb 2006

  • The “Missing 900M”
  • Will the Boat Sink the Water: The Life of China’s Peasants
  • —Chen Guidi and Wu Chuntao

Directory: slides -> uploaded

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