Distinct or … Extinct Tom Peters Seminar2000 LESSONS IN LEADERSHIP Seattle 11September2000
Distinct or … Extinct Tom Peters Seminar2000 WMA/ZILLIONAIRE.COM/ DOTPLANET.COM Las Vegas 07.09.00
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Transcript of Distinct or … Extinct Tom Peters Seminar2000 WMA/ZILLIONAIRE.COM/ DOTPLANET.COM Las Vegas 07.09.00
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Distinct or … ExtinctTom Peters Seminar2000
WMA/ZILLIONAIRE.COM/DOTPLANET.COM
Las Vegas 07.09.00
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Defeated Before The Starter’s Gun!
“Track 4: Managing Organization Change (Helping
Tired and Overworked Professionals with Today’s
Workplace Realities)”
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NAPM: “You are the
Rock Stars of the
B2B Age!”
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Message2000
“The point is the passion!”
Charles Handy
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Tom Peters Seminar2000
Brand Everything:Distinct or Extinct!
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Forces @ Work
The Destruction Imperative!
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NOW THAT’S B-I-G!
“The period 2000-2002 will bring the single greatest change in
worldwide economic and business conditions since we came down from the trees.”
David Schneider & Grady Means, MetaCapitalism
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No Wiggle Room!
“Incrementalism is innovation’s worst enemy.”
Nicholas Negroponte
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Just Say No …
“I don’t intend to be known as the ‘King of
the Tinkerers.’ ”CEO, large financial services company
(New York, 5-99)
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Forget > Learn
“The problem is never how to get new, innovative thoughts into your mind, but how to get old ones out.”
Dee Hock
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The [New] Ge Way
DYB.com
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“Change the rules before
somebody else does.”
Ralph Seferian, VP, Oracle
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Brand Inside
Brand Org: Lean, Linked,
Electronic & Malleable
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108 X 5vs.
8 X 1*
* 540 vs. 8
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And Now the Equivalent …
White Collar Revolution!
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The Pincer 5
“Destructive” entrepreneurs/ Global Competition
“White Collar Robots”
THE INTERNET! [E.g.: GM + Ford + DaimlerChrysler]
Global Outsourcing [E.g.: India, Mexico]
Speed!!
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RR on “Assetless” [J.B.] Sara Lee
“The most profitable businesses in the future will act as knowledge brokers, linking insights into what’s available
with insights into the customer’s individual needs
and preferences.”
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Cisco, Dell =
Brand-owning companies who sell Customer
Satisfaction
Source: David Schneider & Grady Means, MetaCapitalism
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The “&-!!+#$% in the middle”*
Jim Clark on Healtheon/WebMD
* ’twixt docs, patients, insurers and providers; $275B of $400B in waste; source: Michael
Lewis, The New New Thing
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“We want to be the air traffic controllers
of electrons.”Bob Nardelli,
GE Power Systems
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Brand Inside
Brand Work!
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New OrleansApril 2000:
Jazz Festival + NAPM
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You are the Rock Stars
of the B2B Age!
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Message: You are Re-invention Evangelists!
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ChicagoNovember 1999:
SHRM
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“support function” / “cost center” / “bureaucratic
drag”
or …
“Rock Stars of the ‘Age of Talent’ ”
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The Nub …
The WOW Project!*
*The Project50
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“Reward excellent failures. Punish
mediocre successes.”
Phil Daniels, Sydney exec
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“You really got to me. So many of our information technology projects take on a life of their own, and I know they’ll never end up as more than ‘mediocre successes.’ ”
CEO, F100 financial services company (10-98)
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“Every project we take on starts with a question:
How can we do what’s never been done
before?”Stuart Hornery, CEO, Lend Lease
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The greatest dangerfor most of us
is not that our aim istoo high
and we miss it,but that it is
too lowand we reach it.
Michelangelo
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Epitaph from Hell … Epitaph from Hell …
Joe T. Jones Joe T. Jones
1942 - 20001942 - 2000
HE WOULDA DONE SOME HE WOULDA DONE SOME
REALLY COOL STUFF REALLY COOL STUFF
BUT …BUT …
HIS BOSS WOULDN’T LET HIM! HIS BOSS WOULDN’T LET HIM!
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“Death is only one of many ways to lose your life.”
Alvah Simon, North to the Night
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G: How’d that herringbone pattern for the hearth come out?
T: Great! But the tile guy’d like to get his hands on you; it was a royal pain.G: But it looks good, right?
T: Fabulous.G: That’s what matters. I tell my guys, “It may be a lot of work, but think about it this way:
Would you bring your kid back, 10 years from now, to see the job?”
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1) Turn ignition key.2) Shift into drive.
3) Press foot firmly on the throat of mediocrity.
Source: Mercedes ad
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Implementation 101
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Mark McCormack: 5,000 miles for a 5
min. meeting.
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ESP to TJP: DON’T FORGET YOUR
THANK YOU NOTES!
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“It was much later that I realized Dad’s secret. He gained respect by giving it. He talked and listened to the fourth-
grade kids in Spring Valley who shined shoes the same way he talked and listened to a bishop or a college
president. He was seriously interested in who you were and what you had to
say.”
Sara Lawrence-Lightfoot, Respect
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“The deepest human need is
the ... NEED TO BE APPRECIATED.”
William James
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Brand Inside
Brand You: Distinct …
or Extinct
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“The fundamental unit of the new economy is not the corporation, but the individual. Tasks aren’t assigned and controlled through a stable chain of command but are carried out autonomously by
independent contractors - e-lancers - who join together in fluid and temporary networks to sell goods and services. When the job is done, the network dissolves and its members become independent again, circulating through the economy, seeking the next assignment.”
Thomas Malone and Robert Laubacher
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DISTINCT … OR EXTINCT!
“If there is nothing very special about your work, no matter how hard you apply yourself, you won’t get noticed and that increasingly means you won’t get paid much, either.”
Michael Goldhaber, Wired
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“You are the storyteller of your own life, and you
can create your own legend or not.”
Isabel Allende
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“When was the last time you asked, ‘What do I want to be?’ ” Sara Ann Friedman, Work Matters
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“I am an American, Chicago born, and go at things as I have taught myself, free-style, and will make the record in my own way.”
Saul Bellow, The Adventures of Augie March
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America[ns] The …
Beautiful Re-inventors
Ben F.Ralph W.E.
Dale C.N.V.P.
Werner E.Tony R.
Stephen C.
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Seminar Y2K/Brand Inside
Message: Distinct … or
Extinct!
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When you love what you do, you’re alive.
jobs.com
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Bill Parcells’ World/ Brand You World!
BLAME NOBODY!EXPECT NOTHING!DO SOMETHING!
NY Post (9/99)
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Brand Inside
Brand Talent: The Great War for Talent
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Issue Y2K
The Great War for Talent!
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“When land was the scarce resource, nations battled
over it. The same is happening now for talented people.”
Stan Davis & Christopher Meyer, futureWEALTH
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Winner Take All!
From “1, 2 or 3” [JW] to … “Best talent in each
industry segment to build best proprietary intangibles” [EM]
Source: Ed Michaels, War for Talent (05.17.00)
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“The leaders of Great Groups love talent and know where to find it. They revel in the talent of others.” Warren Bennis & Patricia Ward Biederman
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Alan Kay on PARC’s Bob Taylor
“He was a connoisseur of
talent.”
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Dudes With ’Tude“Our business needs a massive transfusion of talent. And talent, I believe, is most likely to be found
among non-conformists, dissenters and rebels.” David Ogilvy
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Talent = Brand
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Forces @ Work II
The Commodity Trap
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Quality Not Enough!
“While everything may be better, it is also
increasingly the same.”Paul Goldberger on retail, “The Sameness
of Things,” The New York Times
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What’s Special?
“Customers will try ‘low cost providers’ because the Majors have not given them any clear
reason not to.”
Leading Insurance Industry
Analyst (10-98)
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“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 Nordstrom and Jonas Ridderstrale, Funky Business
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The “10X/10X Phenomenon”
10 Times Better/
10 Times Less Different
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“When we did it ‘right’ it was still pretty
ordinary.”
Barry Gibbons on
“Nightmare No. 1”
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Brand Outside
Strategy 1:
Lead the Customer!
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“These days, you can’t succeed as a company if you’re consumer led –
because in a world so full of so much constant change, consumers can’t
anticipate the next big thing.
Companies should be idea-led and consumer-
informed.”Doug Atkin, partner,Merkley Newman Harty
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Amen!
“The Age of the Never Satisfied
Customer”Regis McKenna
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Brand Outside
Strategy 2:
Use E-Commerce
to Re-invent the Business!
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?????
$35,000,000.
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Dell’s Web sales … daily
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2X = 100 days (Internet traffic)
2X = 9 months (network capacity)
Source: Red Herring (1-00)
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Web World as of 05.00
1B pages7B hotlinks+1M per day
The New Yorker/05.29.00
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Tomorrow Today: Cisco!
90% of $14.4B(Cisco Connection ONLINE)
Save $500M(service and tech support)
C.Sat e >> C.Sat HCustomer Engineer
Chat Rooms/Collaborative Design ($1B “free” consulting)
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B2B
1999 – 2004: 50X
2004: $7.4Source: GartnerGroup (per Reuters 1-26-00)
T
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GM/Ford/DaimlerChrysler (02-27)
Covisint$240B (+$500B)
I.P.O.
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B2B = No.1
CarStation (auto-body shops), ChemConnect (chemicals),
Collabria (commercial printing), DigitalThink (corporate training), E-Steel (steel), Medibuy (medical
supplies), Portera (knowledge workers), Etc., Etc., Etc., Etc.
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And …
THE WORLD: Alibaba.com*
200,000 members in 194 countries
*China
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Goal?
Drive profits to zero!*
*Remember AMR and “dynamic pricing.”
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“Net Nips Real Estate Sales Fees”
Headline, p.1B, USAToday 07.05.00*
*Homebytes.com, eHomes.com, YourHomeDirect.com, etc.
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Message: The “distributor” is dead. Long live the value-added, knowledge-intensive “business
partner.”
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Defense-Offense: Systems Integration/HVA
Delphi, DanaUnited Technologies
CorningGE
Etc. [Anybody in their right mind!]
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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
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Shop in your Underwear
Source: SM’d logo for www.ae.comae = American Eagle Outfitters
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“Banking is
necessary. Banks are not.”
Dick Kovacevich, Norwest/ Wells
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Anne Busquet/ American Express
Not: “Age of the Internet”
Is: “Age of Customer Control”
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Psych 101: Strongest Force on Earth?
My need to be in perceived control of my universe!
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The Supply Side …
The Age of the ChoiceboardThe War of the Choiceboards
Source: Adrian Slywotzky, HBR 1-2/2000 [<1%]
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“The Web enables total transparency. People with
access to relevant information are beginning to challenge any type of
authority. The stupid, loyal and humble customer, employee, patient
or citizen is dead.”
Kjell Nordstrom and Jonas Ridderstrale, Funky Business
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“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
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“Where does the Internet rank in priority?
It’s No. 1, 2, 3, and 4.” Jack Welch
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“One cannot be tentative about this. Excuses like ‘channel
conflict’ or ‘marketing and sales aren’t ready’ cannot be allowed. Delay and you risk being cut out of your own market, perhaps not by traditional competitors but by companies you never heard of 24v months ago.”
Jack Welch [07.00/Forbes.com]
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Brand Outside
Strategy 3:
Women Rule!
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?????????
Home Furnishings … 94%Vacations … 92%
Houses … 91%Bank Account … 89%
Health Care … 75%Etc.
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$3.3T + $1.5T = $4.8T*
* Larger than Japan!
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Most Under-reported story!
9M*/28M(1 of 4)/$3.6T [> Germany]
* 400K in ’72; 132% since ’92
Sources: NFWBO, Cognetics, Business Wire (030600)
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48% working wives > 50%80% checks
61% bills53% stock (mutual fund boom)
43% > $500K95% financial decisions/
29% single handed
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Women … 49% of Web users; 6 of 10 new users; 83% of wired women are primary decision makers for family healthcare,
finances, education.
Source: Business Week (11-99)
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Yeow!
1970 … 1%
2002 … 50%
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OPPORTUNITY NO. 1!
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Carol Gilligan/ In a Different Voice
Men: Get away from authority, familyWomen: Connect
Men: Self-orientedWomen: Other-oriented
Men: RightsWomen: Responsibilities
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FemaleThink/ Popcorn
“Men and women don’t think the same way, don’t communicate the same
way, don’t buy for the same reasons.
“He simply wants the transaction to take place. She’s interested in creating a relationship. Every place women go,
they make connections.”
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Women and Healthcare
Women are … more dissatisfied, frustrated by the way they are treated
and spoken down to by physicians, seek more information, are more pressed for time … and make 75% of health care decisions and control 2/3 of health care $
$$$ [and constitute 2/3 of health care employees].
Source: Patricia Braus, Marketing Healthcare to Women
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Women and Financial Advisors
Women want … a plan, to be listened to, to be taken seriously, to read about it, to think about it.
Women do not want … an in-your-face sales pitch
Source: Kathleen Boyle, Wheat Boyle Butcher Singer
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E.g.: Quicken.com: gender-neutralTheStreet.com: male-ish (“aggressive,
we-tell-you-what-to-think”)MotleyFool.com: female-ish
(“inquisitive, open, supportive”)WFN and MsMoney.com: female (e.g.:
emphasize parenting and divorce issues)
Source: Red Herring, Kathleen Morris of WFN
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Marketing to Women: Help Them Save Time!
80% … work86% … cook
58% … run errands with kids38% … take child to school
21% … go to the gym21% … take outside classes
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Read This Book …
EVEolution: The Eight Truths of Marketing to Women
Faith Popcorn & Lys Marigold
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EVEolution: Truth No. 1
Connecting Your Female Consumers to Each
Other Connects Them to Your Brand
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“The ‘Connection Proclivity’ in women starts early. When asked,
‘How was school today?’ a girl usually tells her mother every
detail of what happened, while a boy might grunt, ‘Fine.’ ”
EVEolution
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Weight Watchers International “Model”
“What if ExxonMobil or Shell dipped into their credit card database to help commuting women
interview and make a choice of car pool partners?”
“What if American Express made a concerted effort to connect up female empty-nesters
through on-line and off-line programs, geared to help women re-enter the workforce with today’s
skills?”
EVEolution
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27 March 2000: email to TP from Shelley Rae Norbeck
“I make 1/3rd more money than my husband does. I have as much financial
‘pull’ in the relationship as he does. I’d say this is also true of most of my women
friends. Someone should wake up, smell the coffee and kiss our asses long enough
to sell us something! We have money to
spend and nobody wants it!”
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THIS JUST MIGHT BE THE BIGGEST “THING” IN THIS
SEMINAR. PLEASE: THINK ABOUT IT!
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Speaking of Enormous
[Missed] [Huge] Opportunities ...
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74/55
“At each stage of their lives, the needs and desires of the baby
boomers have become the dominant concerns of American business and popular culture. If you can anticipate
the movement of the baby-boom generation’s life-span migration, you
can see the future.”Ken Dychtwald, Age Wave
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Aging/“Elderly”
2X growth rate$$$$$$$$$$$$
“I’m in charge!”
Good source: Ken Dychtwald, Age Wave
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Priorities: Aging/“Elderly”
Experiences … Convenience … Comfort
… Access … Respect!
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Reprise: Dawn of an Age of Self-Determination?
Brand You [end of corporate paternalism]
D.I.Y. [the Internet]Boomers [“I’m in charge here!”]
Health [“I’m in charge here!”]
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Brand Outside
BRAND POWER!
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Brand It! Now, More Than Ever!
“The increasing difficulty in differentiating between products and
the speed with which competitors take
up innovations will assist in the rise and rise of the brand.”
Gillian Law and Nick Grant, Management [New Zealand]
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“Corporate Religion is a completely new way of thinking about companies. Today, the product is still the main communication
highway in the company. When companies make the shift to selling solutions, brands and attitudes … communicating the company’s
attitudes and values becomes the decisive parameter for success. It
demands that you find out who you are as a company.”
Jesper Kunde, Corporate Religion
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“In the funky village, real competition no longer revolves
around marketshare. We are competing for attention –
mindshare and heartshare.”Kjell Nordstrom and Jonas Ridderstrale,
Funky Business
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Brand = You Must Care!
“Success means never letting the competition define you. Instead you have to define
yourself based on a point of view you care deeply about.”
Tom Chappell, Tom’s of Maine
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Rules of “Radical Marketing”
Love + Respect Your Customers!Hire only Passionate Missionaries!Create a Community of Customers!
Be insanely True to the Brand!
Sam Hill & Glenn Rifkin, Radical Marketing (e.g., Harley, Virgin, The Dead, HBS, NBA)
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Brand Leadership
Passion Rules!
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Brand Leadership:ENTHUSIASM RULES!
“I am a dispenser of enthusiasm”/ Ben
Zander
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“I don’t care how old you are. I focus on
energy level.”David Beirne, VC/Headhunter,
on Dotcom recruiting
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“Create a Cause, not a ‘business.’ ”
Gary Hamel, Fortune (06.00), on re-inventing a company (Exemplar #1:
Charles Schwab)
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BE ASHAMED TO DIE UNTIL YOU HAVE
WON SOME VICTORY FOR HUMANITY!
Horace Mann, founder, Antioch College
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“If things seem under control, you’re just
not going fast enough.”
Mario Andretti