CONRAD HILTON CONRAD HILTON at a gala celebrating

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CONRAD HILTON …

CONRAD HILTON …

CONRAD HILTON, at a gala celebrating his career, was called to the podium and

CONRAD HILTON, 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 …

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

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

Tom Peters’ EXCELLENCE AS GOOD AS IT GETS! The Guardian Life Insurance Company Boston/05

Tom Peters’ EXCELLENCE AS GOOD AS IT GETS! The Guardian Life Insurance Company Boston/05 November 2015 (10+ years of presentation slides at tompeters. com; also see our annotated 23 -part Master Compendium at excellencenow. com)

“Human level capability has not turned out to be a special stopping point from

“Human level capability has not turned out to be a special stopping point from an engineering perspective. ” —Illah Reza Nourbakhsh, Robot Futures/2013 “SOFTWARE IS EATING THE WORLD. ” —Marc Andreessen/2014 “The computers are in control. We just live in their world. ” —Danny Hillis, Thinking Machines/2011 “THE INTELLECTUAL TALENTS OF HIGHLY TRAINED PROFESSIONALS ARE NO MORE PROTECTED FROM AUTOMATION THAN IS THE DRIVER’S LEFT TURN. ” —Nicholas Carr, The Glass Cage: Automation and Us

A PEERLESS ENTREPRENEURIAL/ GROWTH/SERVICE ADVENTURE PERFECTLY SUITED FOR THE TIMES. 10 X BETTER THAN

A PEERLESS ENTREPRENEURIAL/ GROWTH/SERVICE ADVENTURE PERFECTLY SUITED FOR THE TIMES. 10 X BETTER THAN A GOOGLE JOB. (YOUR JOB #1: MENTOR, NOT “BIZ BOSS”)

PEOPLE STUFF

PEOPLE STUFF

PEOPLE BEFORE STRATEGY

PEOPLE BEFORE STRATEGY

“PEOPLE BEFORE STRATEGY” —Lead article, Harvard Business Review. July-August 2015, by Ram Charan, Dominic

“PEOPLE BEFORE STRATEGY” —Lead article, Harvard Business Review. July-August 2015, by Ram Charan, Dominic Barton, and Dennis Carey

“We are a ‘Life Success’ Company. ” —Dave Liniger, founder, RE/MAX

“We are a ‘Life Success’ Company. ” —Dave Liniger, founder, RE/MAX

“The organization would ultimately win not because it gave agents more money, but because

“The organization would ultimately win not because it gave agents more money, but because it gave them a chance for better lives. ” —Phil Harkins & Keith Hollihan, Everybody Wins (the story of RE/MAX)

Our Mission TO DEVELOP AND MANAGE TALENT; TO APPLY THAT TALENT, THROUGHOUT THE WORLD,

Our Mission TO DEVELOP AND MANAGE TALENT; TO APPLY THAT TALENT, THROUGHOUT THE WORLD, FOR THE BENEFIT OF CLIENTS; TO DO SO IN PARTNERSHIP; TO DO SO WITH PROFIT. WPP

The Memories That Matter

The Memories That Matter

The Memories That Matter The people you developed who went on to stellar accomplishments

The Memories That Matter The people you developed who went on to stellar accomplishments inside or outside the company. The (no more than) two or three people you developed who went on to create stellar institutions of their own. The long shots (people with “a certain something”) you bet on who surprised themselves—and your peers. The people of all stripes who 2/5/10/20 years later say “You made a difference in my life, ” “Your belief in me changed everything. ” The sort of/character of people you hired in general. ( And the bad apples you chucked out despite some stellar traits. ) A handful of projects (a half dozen at most) you doggedly pursued that still make you smile and which fundamentally changed the way things are done inside or outside the company/industry. The supercharged camaraderie of a handful of Great Teams aiming to “change the world. ”

James J. Jones 1940 – 2015 Net Worth $21, 543, 672. 48

James J. Jones 1940 – 2015 Net Worth $21, 543, 672. 48

Training = Investment #1!

Training = Investment #1!

In the Army, 3 -star generals worry about training. In most businesses, it's a

In the Army, 3 -star generals worry about training. In most businesses, it's a “ho-hum” mid-level staff function.

#1 What is the reason to go berserk over training?

#1 What is the reason to go berserk over training?

What is the best reason to go bananas over training? GREED. (It pays off.

What is the best reason to go bananas over training? GREED. (It pays off. ) (Also: Training should be an official part of the R&D budget and a capital expense. )

VALUE ADDED STRATEGIES

VALUE ADDED STRATEGIES

TGRs & the “ 8/80” Fiasco: Towards “EXPERIENCES” That Rock! (& Are Remembered)

TGRs & the “ 8/80” Fiasco: Towards “EXPERIENCES” That Rock! (& Are Remembered)

Customers describing their service experience as “superior”: 8% Companies describing the service experience they

Customers describing their service experience as “superior”: 8% Companies describing the service experience they provide as “superior”: 80% Bain & Company survey of 362 companies —Source: , reported in John Di. Julius, What's the Secret to Providing a World-class Customer Experience?

Conveyance: Kingfisher Air Location: Approach to New Delhi

Conveyance: Kingfisher Air Location: Approach to New Delhi

“May I clean your glasses, sir? ”

“May I clean your glasses, sir? ”

<TGW <TG and … >TGR (Things Gone WRONG-Things Gone RIGHT)

<TGW <TG and … >TGR (Things Gone WRONG-Things Gone RIGHT)

NOT “Consultant-ese” “Experiences are as distinct from services as services are from goods. ”

NOT “Consultant-ese” “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

“At our core, we’re a coffee company, but the opportunity we have to extend

“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 NFL, it was a football business and a good one. NOW IT’S TRULY AN ENTERTAINMENT BUSINESS. ” —Paul Much, Investment Advisor From George Whalin’s Retail Superstars: Jungle Jim’s AN ADVENTURE IN “SHOPPERTAINMENT. ” International Market, Fairfield, OH, Boston Globe: “Why did you [Berkshire Hathaway] buy Jordan’s Furniture? ” Warren Buffett: “Jordan’s is spectacular. IT’S ALL SHOWMANSHIP. ”

18/#1

18/#1

“The doctor interrupts after …* *Source: Jerome Groopman, How Doctors Think

“The doctor interrupts after …* *Source: Jerome Groopman, How Doctors Think

18 … seconds!

18 … seconds!

Best Listeners Win … “IF YOU DON’T LISTEN, YOU DON’T SELL ANYTHING. ” —Carolyn

Best Listeners Win … “IF YOU DON’T LISTEN, YOU DON’T SELL ANYTHING. ” —Carolyn Marland

*8 of 10 sales presentations fail *50% failed sales talking “at” before listening! presentations

*8 of 10 sales presentations fail *50% failed sales talking “at” before listening! presentations … —Susan Scott, “Let Silence Do the Heavy Lifting, ” chapter title, Fierce Conversations: Achieving Success at Work and in Life, One Conversation at a Time

Suggested Core Value #1: “We are Effective Listeners—we treat LISTENING EXCELLENCE as the Centerpiece

Suggested Core Value #1: “We are Effective Listeners—we treat LISTENING EXCELLENCE as the Centerpiece of our Commitment to Respect and Engagement and Community and Growth/Profitability. ”

!! Quiet (Wins )

!! Quiet (Wins )

“We live with a value system that I call the Extrovert Ideal—the omnipresent belief

“We live with a value system that I call the Extrovert Ideal—the omnipresent belief that the ideal self is gregarious, alpha, and comfortable in the spotlight. The archetypal extrovert prefers action to contemplation, risk-taking to heed-taking, certainty to doubt. … We think that we value individuality, but all too often we admire one type of The Extrovert Ideal has been documented in many studies. Talkative people, for example, are rated as smarter, better looking, more interesting, and more desirable as friends. Velocity of speech counts as well as volume: We rank fast talkers as more competent and likeable than slow ones. But we make a grave mistake to embrace the Extrovert Ideal so unthinkingly. … As the science journalist individual … Introversion is now a second-class personality trait. … Winifred Gallagher writes, ‘The glory of the disposition that stops to consider stimuli rather than rushing to engage with them is its long association with intellectual and artistic achievement. Neither E = mc squared or Paradise Lost was dashed off by a party animal. ’ Even in less obviously introverted occupations, like finance, politics, and activism, some of the greatest leaps forward were made by introverts … figures like Eleanor Roosevelt, Warren Buffett and Gandhi achieved what they did not in spite of but because of their introversion. ” —Susan Cain, Quiet: The Power of Introverts in a World That Can’t Stop Talking

“The ultimate filter we use [in the hiring process] is that we only hire

“The ultimate filter we use [in the hiring process] is that we only hire nice people. … When we finish assessing skills, we do something called ‘running the gauntlet. ’ We have them interact with 15 or 20 people, and everyone of them have what I call a ‘blackball vote, ’ which means they can say if we should not hire that person. I believe in culture so strongly and that one bad apple can spoil the bunch. There are enough really talented people out there who are nice, you don’t really need to put up with people who act like jerks. ” —Peter Miller, CEO Optinose (pharmaceuticals)

Social Business The Rule of 5

Social Business The Rule of 5

“The customer is in complete control of communication. ” “It takes 20 years to

“The customer is in complete control of communication. ” “It takes 20 years to build a reputation and 5 Minutes to ruin it. ” “What used to be ‘word of mouth’ is now ‘word of mouse. ’ You are either creating brand ambassadors or brand terrorists doing brand assassination. ” Source: John Di. Julius, The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World

“I would rather engage in a Twitter conversation with a single customer than see

“I would rather engage in a Twitter conversation with a single customer than see our company attempt to attract the attention of millions in a coveted Super Bowl commercial. Why? Because having people discuss your brand directly with you, actually connecting one-to-one, is far more valuable—not to mention far cheaper!. … “Consumers want to discuss what they like, the companies they support, and the organizations and leaders they resent. They want a community. They want to be heard. “[I]f we engage employees, customers, and prospective customers in meaningful dialogue about their lives, challenges, interests, and concerns, we can build a community of trust, loyalty, and—possibly over time—help them become advocates and champions for the brand. ” —Peter Aceto, CEO, Tangerine (from the Foreword to A World Gone Social: How Companies Must Adapt to Survive, by Ted Coine & Mark Babbit)

Going “Social”: Location/Size Independent “Today, despite the fact that we’re just a little swimming

Going “Social”: Location/Size Independent “Today, despite the fact that we’re just a little swimming we have the most trafficked swimming pool website in the world. Five years ago, if pool company in Virginia, you’d asked me and my business partners what we do, the answer would have been simple, ‘We build in-ground ‘We are the best teachers … in the world fiberglass swimming pools. ’ Now we say, … on the subject of fiberglass swimming pools, and we also happen to build them. ’” —Jay Baer, Youtility: Why Smart Marketing Is About Help, Not Hype

Social Business/ New Ball Game/ ZMOT/The Shopping Is Over Before The Shopping Starts

Social Business/ New Ball Game/ ZMOT/The Shopping Is Over Before The Shopping Starts

ZMOT : ZERO Moment Of Truth/Google* “You know what a ‘moment of truth’ is.

ZMOT : ZERO Moment Of Truth/Google* “You know what a ‘moment of truth’ is. It’s when a prospective customer decides either to take the next step in the purchase funnel, or to exit and seek other options. … But what is a ‘zero moment of truth’? Many behaviors can serve as a zero moment of truth, but what binds them together is that the purchase is being researched and considered before the prospect even enters the classic sales funnel … In its research, Google found that 84% of shoppers said the new mental model, ZMOT, shapes their decisions. …” —Jay Baer, Youtility: Why Smart Marketing Is About Help, Not Hype *See www. zeromomentoftruth. com for ZMOT in booklength format

Women BUY (Everything) !

Women BUY (Everything) !

“Forget CHINA, INDIA and the INTERNET: Economic Growth Is Driven by WOMEN. ” Source:

“Forget CHINA, INDIA and the INTERNET: Economic Growth Is Driven by WOMEN. ” Source: Headline, Economist

W> 2 X (C + I)* *“Women now drive the global economy. Globally, they

W> 2 X (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

Women as Decision Makers/Various sources Home Furnishings … Vacations … 92% 94% (Adventure Travel

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

Sales/After-sales Process 1. Kick-off – Women 2. Research – Women 3. Purchase – Men

Sales/After-sales Process 1. Kick-off – Women 2. Research – Women 3. Purchase – Men 4. Ownership – Women 5. Word-of-mouth – Women Source: Martha Barletta, Marketing to Women: How to Increase Your Share of the World’s Largest Market

“The MOST SIGNIFICANT VARIABLE in EVERY sales situation is the GENDER of the buyer,

“The MOST SIGNIFICANT VARIABLE in EVERY sales situation is the GENDER of the buyer, and more importantly, how the salesperson communicates to the buyer’s gender. ” —Jeffery Tobias Halter, Selling to Men, Selling to Women

Men: Individual perspective. “Core unit is ‘me. ’ ” Pride in self-reliance. Women: Group

Men: Individual perspective. “Core unit is ‘me. ’ ” Pride in self-reliance. Women: Group perspective. “Core unit is ‘we. ’ ” Pride in team accomplishment. Source: Martha Barletta, Marketing to Women

Editorial/Men: Tables, rankings. * Editorial/Women: Narratives that cohere and inspire. * *Editor-in-Chief, Redwood Publications

Editorial/Men: Tables, rankings. * Editorial/Women: Narratives that cohere and inspire. * *Editor-in-Chief, Redwood Publications (UK)

Purchasing Patterns Harder to convince; more loyal once convinced. Women: Men: Snap decision; fickle.

Purchasing Patterns Harder to convince; more loyal once convinced. Women: Men: Snap decision; fickle. Source: Martha Barletta, Marketing to Women

2. 6 vs. 21

2. 6 vs. 21

! WOMEN RULE

! WOMEN RULE

“Research suggests that to succeed, start by promoting women. ” [by Mc. Kinsey &

“Research suggests that to succeed, start by promoting women. ” [by Mc. Kinsey & Co. ] —Nicholas Kristof, “Twitter, Women, and Power, ” NYTimes “In my experience, women make much better executives than men. ” —Kip Tindell, CEO, Container Store

“Women are rated higher in fully 12 of the 16 competencies that go into

“Women are rated higher in fully 12 of the 16 competencies that go into outstanding leadership. And two of the traits where women outscored men to the highest degree — taking initiative and driving for results — have long been thought of as particularly male strengths. ” —Harvard Business Review/2014

Who finds it easier to meet new people? Who asks more questions in a

Who finds it easier to meet new people? Who asks more questions in a conversation? Who is a better listener? Who has more interest in communication skills? Who is more inclined to get involved? Who encourages harmony and agreement? Who is better at keeping in touch with others? ” “TAKE THIS QUICK QUIZ: QUIZ Source/from the back cover: Selling Is a Woman’s Game: 15 Powerful Reasons Why Women Can Outsell Men, Nicki Joy & Susan Kane-Benson

The Ultimate Value Added Strategy

The Ultimate Value Added Strategy

“What employees experience, Customers will. The best marketing is YOUR CUSTOMERS WILL NEVER BE

“What employees experience, Customers will. The best marketing is YOUR CUSTOMERS WILL NEVER BE ANY HAPPIER THAN YOUR EMPLOYEES. ” happy, engaged employees. —John Di. Julius, The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World

NOT. “If you want staff to give great service, give great service to staff.

NOT. “If you want staff to give great service, give great service to staff. ” Rocket Science. —Ari Weinzweig, Zingerman’s Source: Small Giants: Companies That Choose to Be Great Instead of Big, Bo Burlingham

! BOTTOM LINE

! BOTTOM LINE

A PEERLESS ENTREPRENEURIAL/ GROWTH/SERVICE ADVENTURE PERFECTLY SUITED FOR THE TIMES. 10 X BETTER THAN

A PEERLESS ENTREPRENEURIAL/ GROWTH/SERVICE ADVENTURE PERFECTLY SUITED FOR THE TIMES. 10 X BETTER THAN A GOOGLE JOB. (YOUR JOB #1: MENTOR, NOT “BIZ BOSS”)