Tom Peters’ Lessons in Leadership Grand Rapids 02-23-00

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  • Trust me! You will be as Cool as your Coolest Clients. Cool Clients co-invent the future with us. Soooo … WHAT’S YOUR COOL CLIENT PORTFOLIO LOOK LIKE? [Hint: “Biggest” are rarely “coolest.”]

Benchmarking, Perils of … “The best swordsman in the world doesn’t need to fear the second best swordsman in the world; no, the person for him to be afraid of is some ignorant antagonist who has never had a sword in his hand before; he doesn’t do the thing he ought to do, and so the expert isn’t prepared for him; he does the thing he ought not to do and often it catches the expert out and ends him on the spot.” Mark Twain

Amen! The Age of the Never Satisfied Customer” Regis McKenna

T.T.D./Sooooo… Are you pushing your customers? [Internal or external.] ARE YOU ENGAGING THEM IN A JOINT VENTURE-JOURNEY INTO TOMORROWLAND?

Notes Page

  • No bull: Evaluate EVERY Client Relationship. Is EVERY CP/Client Project a “test”? That is, an effort to explore Uncomfortable-But-Important-Stuff?

Context: “No” to “inevitable commoditization” S1: Lead the Customer! S2: Master E-Commerce! S3: Women Rule! (and the elderly) S4: Design Rules! (too) S5: It’s the Experience! Bottom Line: Glorious Age of the BRAND!

Brand Outside Strategy 2: Master E-Commerce!

$35,000,000. = ???

Dell’s Web sales … daily

350,000 = ?????

New items going on sale at eBay … daily (12-99)

[AOL delivers more mail than the USPS! Source: Fortune 2-00]

2X = 100 days (Internet traffic) 2X = 9 months (network capacity) Source: Red Herring (1-00)

Time to 50M Users Radio … 38 years TV … 13 years PC … 16 years Internet … 4 years Source: Business 2.0 [01-00]

T.T.D.: Study!! Read: Business 2.0 Red Herring Wired

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Tomorrow Today: Cisco! $7B of $10B Save $500M (service and tech support) C.Sat e >> C.Sat H Customer Engineer Chat Rooms ($1B?)

And Larry?

Business 2.0: “20 Industries About To Be Fossilized by The Net” (3-99) Travel Agents ($2B now, $30B in 2003); Apparel (1-21); Autos (4-213); Home Electronics (1-21); Paper and Office Supplies (1-65); Food (<1-54); Utilities (7-170); Computing (20-400); Newspapers ($5B of $19B classifieds)

Cherry Picking Vertical Markets $370B; sellers pay $5K to $8K for “storefront”; 5% to 10% cut Hook: community services (database, catalogs, forums, industry job bank, etc.)

The Motley Fool Secret? “Strangers helping strangers” “Fools’ Logic,” IW


Notes Page

  • Web Secret No.1: COMMUNITY – as in, User Community – RULES! So: How do your online Community Development Activities rate?

B2B 1999 – 2004: 50X 2004: $7.4 Source: GartnerGroup (per Reuters 1-26-00)

  • T

W.W. Grainger* 2X phone/fax *$220B “MRO” market (per Business 2.0/02-00)

Welcome to D.I.Y. Nation! “Changes in business processes will emphasize self service. Your costs as a business go down and perceived service goes up because customers are conducting it themselves.” Ray Lane, Oracle

Shop in your Underwear Source: SM’d logo for ae = American Eagle Outfitters

“Autoweb. Take the Wheel.” - Advertising Age

Psych 101: Strongest Force on Earth? My need to be in perceived control of my universe!

Anne Busquet/ American Express Not: “Age of the Internet” Is: “Age of Customer Control”

“IT enables total transparency. People with access to relevant information are beginning to challenge any type of authority. The stupid, loyal and humble customer, employee or citizen is dead.” Kjell Nordstrom and Jonas Ridderstrale, Funky Business

Patricia Seybold’s “Basics”: The E-Customer Bill of Rights Don’t waste my time! Remember who I am! Make it easy for me to order and procure service! Customize your products and services for me! Source:

“Welcome back, Tommy!”


Notes Page

  • Do you Joyfully “allow” the Customer to lead you around by the nose? Is this truly his/her site? Her/his “home”?

“In the network economy, the Website becomes the company’s primary interface to the customer. The user interface becomes the marketing materials, store front, store interior, sales staff and post-sales support all rolled into one.” Jakob Nielsen, Designing Web Usability

“Most companies would do more business on the Internet if they fired their entire marketing department and replaced it with people who could produce interactive content that actually made it easier for users to buy.” Jakob Nielsen, Nielsen Norman Group

Red Herring (01/00) 75% of online shoppers don’t complete their purchase!

Nielsen/Designing Web Usability All Web projects are customer-interface projects! Simplicity rules! Make it easy for customers to perform useful tasks! Less “cool,” more useful! Speed rules!

Nielsen/ Continued Must work … on a small screen! Must work … w/o graphics loading! “Scannability” rules! [Users pick out key words.] Navigation page: No scrolling! Remember: 25% to 50% “successful use”

Directory: slides -> 2000
slides -> Tom Peters Seminar2004 new slides 12. 15. 04
slides -> V. A. Moment … 1Y/2N: Commerce Bank 2 Pizzas: jb plastic Bulldozer: md
slides -> Excellence. Case. Epsilon. This is not about … “customer centrism” “integrated marketing” etc etc etc It is about …
slides -> Re-imagine! Not Your Father’s World I. 26m 43h
slides -> Prep … dralion/ Cirque du Soleil Re-imagine Permanence: The Emperor Has No Clothes!
slides -> Tom Peters’ Re-Imagine! Business Excellence in a Disruptive Age 11. 27. 2003
slides -> Ine! Business Excellence in a Disru
2000 -> Tom peters’ lessons in leadership san Antonio 28 March 2000
2000 -> Tom Peters’ Y2k lessons in Leadership Baltimore 02-25-00
2000 -> Distinct or … Extinct Tom Peters Seminar2000 Manchester nh 14 June 2000

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