CONRAD HILTON

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CONRAD HILTON
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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
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Remember to tuck the shower curtain inside the
bathtub.
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COSTCO FIGURED OUT THE BIG, SIMPLE THINGS AND
EXECUTED WITH TOTAL FANATICISM. Charles
Munger, Berkshire Hathaway
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LONG Tom Peters Re-Imagine
EXCELLENCE! 2015 World Business Forum
Sydney Sydney/28 May 2015 (Slides at
tompeters.com and our fully annotated 23-part
Master Compendium at excellencenow.com)
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EXCELLENCE
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People! Customers! Action! Values!
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Excellence1982 The Bedrock Eight
Basics 1. A Bias for Action 2. Close to the
Customer 3. Autonomy and Entrepreneurship 4.
Productivity Through People 5. Hands On,
Value-Driven 6. Stick to the Knitting 7. Simple
Form, Lean Staff 8. Simultaneous Loose-Tight
Properties
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Breakthrough 82 People! Customers! Action!
Values! In Search of Excellence
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WHY NOT?
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Why in the World did you go to Siberia?
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ENTERPRISE (AT ITS BEST) An emotional, vital,
innovative, joyful, creative, entrepreneurial
endeavor that elicits maximum
concerted human
potential in the
wholehearted pursuit of EXCELLENCE in service of
others.Employees, Customers, Suppliers,
Communities, Owners, Temporary partners
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It may sound radical, unconventional, and
bordering on being a crazy business idea.
However as ridiculous as it soundsjoy is the
core belief of our workplace. Joy is the reason
my company, Menlo Innovations, a customer
software design and development firm in Ann
Arbor, exists. It defines what we do and how we
do it. It is the single shared belief of our
entire team. Richard Sheridan, Joy, Inc.
How We Built a Workplace People Love
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People People People People
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People 1/4,096
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Business has to give people enriching,
rewarding lives
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1/4,096 excellencenow.com Business has to give
people enriching, rewarding lives or it's
simply not worth doing. Richard Branson
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You have to treat your employees like
customers. Herb Kelleher, upon being asked his
secret to successSource Joe Nocera, NYT,
Parting Words of an Airline Pioneer, on the
occasion of Herb Kellehers retirement after 37
years at Southwest Airlines (SWAs pilots union
took out a full-page ad in USA Today thanking HK
for all he had done) across the way in Dallas,
American Airlines pilots were picketing AAs
Annual Meeting)
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Rocket Science. NOT. If you want staff to give
great service, give great service to staff.
Ari Weinzweig, Zingermans Source Small
Giants Companies That Choose to Be Great Instead
of Big, Bo Burlingham
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1996-2014/12 companies every year/ 341,567 new
jobs/172PublixWhole FoodsWegmansNordstrom
Cisco SystemsMarriottREIGoldman SachsFour
SeasonsSAS InstituteW.L. GoreTDIndustriesSour
ce Fortune/ The 100 Best Companies to Work
For/0315.15
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Profit Through Putting
People First Business Book Club Nice Companies
Finish First Why Cutthroat Management Is
Overand Collaboration Is In, by Peter Shankman
with Karen Kelly Uncontainable How Passion,
Commitment, and Conscious Capitalism Built a
Business Where Everyone Thrives, by Kip Tindell,
CEO Container Store Conscious Capitalism
Liberating the Heroic Spirit of Business, by John
Mackey, CEO Whole Foods, and Raj Sisodia Firms of
Endearment How World-Class Companies Profit from
Passion and Purpose, by Raj Sisodia, Jag Sheth,
and David Wolfe The Good Jobs Strategy How the
Smartest Companies Invest in Employees to Lower
Costs and Boost Profits, by Zeynep Ton, MIT Joy,
Inc. How We Built a Workplace People Love, by
Richard Sheridan, CEO Menlo Innovations Employees
First, Customers Second Turning Conventional
Management Upside Down, by Vineet Nayar, CEO, HCL
Technologies The Customer Comes Second Put Your
People First and Watch Em Kick Butt, by Hal
Rosenbluth, former CEO, Rosenbluth
International Its Your Ship Management
Techniques from the Best Damn Ship in the Navy,
by Mike Abrashoff, former commander, USS
Benfold Turn This Ship Around How to Create
Leadership at Every Level, by L. David Marquet,
former commander, SSN Santa Fe Small Giants
Companies That Choose to Be Great Instead of Big,
by Bo Burlingham Hidden Champions Success
Strategies of Unknown World Market Leaders, by
Hermann Simon Retail Superstars Inside the 25
Best Independent Stores in America, by George
Whalin Joy at Work A Revolutionary Approach to
Fun on the Job, by Dennis Bakke, former CEO, AES
Corporation The Dream Manager, by Matthew
Kelly The Soft Edge Where Great Companies Find
Lasting Success, by Rich Karlgaard, publisher,
Forbes Delivering Happiness A Path to Profits,
by Tony Hseih, Zappos Camellia A Very Different
Company Fans, Not Customers How to Create Growth
Companies in a No Growth World, by Vernon
Hill Like a Virgin Secrets They Wont Teach You
at Business School, by Richard Branson
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!
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What employees experience, Customers will. The
best marketing is happy, engaged employees. YOUR
CUSTOMERS WILL NEVER BE ANY HAPPIER THAN YOUR
EMPLOYEES. John DiJulius, The Customer Service
Revolution Overthrow Conventional Business,
Inspire Employees, and Change the World
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Training Investment 1!
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In the Army, 3-star generals worry about
training. In most businesses, it's a ho-hum
mid-level staff function.
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Is your CTO/Chief Training Officer your top paid
C-level job (other than CEO/COO)? If not, why
not? Are your top trainers paid as much as your
top marketers and engineers? If not, why not? Are
your training courses so good they make you
jump up down with glee? If not, why
not? Randomly stop an employee in the hall Can
she/he meticulously describe her/his development
plan for the next 12 months? If not, why not? Why
is your world of business any different than the
(competitive) world of rugby, football, opera,
theater, the military? If people/talent first
and hyper-intense continuous training are
laughably obviously for them, why not you?
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Is your CTO/Chief Training Officer your top paid
C-level job (other than CEO/COO)? If not, why
not? Are your top trainers paid as much as your
top marketers and engineers? If not, why not? Are
your training courses so good they make you
giggle and tingle? If not, why not? Randomly
stop an employee in the hall Can she/he
meticulously describe her/his development plan
for the next 12 months? If not, why not? Why is
your world of business any different than the
(competitive) world of rugby, football, opera,
theater, the military? If people/talent first
and hyper-intense continuous training are
laughably obviously for them, why not you?
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The role of the Director is to create a space
where the actors and actresses can become more
than theyve ever been before, more than theyve
dreamed of being. Robert Altman, Oscar
acceptance speech
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Bet 4 gtgt 8 of 10 CEOs, in 45-min tour
dhorizon of their biz, would NOT mention
training.
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What is the best reason to go bananas over
training?
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What is the best reason to go bananas over
training? GREED. (It pays off.) (Also Training
should be an official part of the RD budget and
a capital expense.)
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6/2/3 It takes Jerry Seinfeld SIX MONTHS to
develop TWO or THREE MINUTES of new material
(documentary Comedian)
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1st-Line Bosses Cadre of Productivity
Asset 1!
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People leave managers not companies. Dave
Wheeler
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Is there ONE secret to productivity and
employee satisfaction? YES! The Quality of
your FULL CADRE of 1st-line Leaders.
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WOMEN RULE!
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Research by McKinsey Co. suggests that to
succeed, start by promoting women. Nicholas
Kristof, Twitter, Women, and Power, NYTimes
In my experience, women make much better
executives than men. Kip Tindell, CEO,
Container Store
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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
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For One (BIG) Thing McKinsey Company found
that the international companies with more women
on their corporate boards far outperformed the
average company in return on equity and other
measures. Operating profit was 56
higher. Source Nicholas Kristof, Twitter,
Women, and Power, NYTimes, 1024.13
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Context 1,000,000
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China/Foxconn 1,000,000 robots/next 3
years Source Race AGAINST the Machine, Erik
Brynjolfsson and Andrew McAfee
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Since 1996, manufacturing employment in China
itself has actually fallen by an estimated 25
percent. Thats over 30,000,000 fewer Chinese
workers in that sector, even while output soared
by 70 percent. Its not that American workers
AND Japanese workers are being replaced by
Chinese workers. Its that both American and
Chinese workers are being made more efficient
replaced by automation. Erik Brynjolfsson
and Andrew McAfee, The Second Machine Age Work,
Progress, and Prosperity in a time of Brilliant
Technologies
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Meet Your Next Surgeon Dr. Robot Source
Feature/Fortune/15 JAN 2013/on Intuitive
Surgicals da Vinci /multiple bypass
heart-surgery robot
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IoT/Sensor Pills Proteus Digital Health is one
of several pioneers in sensor-based health
technology. They make a silicon chip the size of
a grain of sand that is embedded into a safely
digested pill that is swallowed. When the chip
mixes with stomach acids, the processor is
powered by the bodys electricity and transmits
data to a patch worn on the skin. That patch, in
turn, transmits data via Bluetooth to a mobile
app, which then transmits the data to a central
database where a health technician can verify if
a patient has taken her or his medications.
This is a bigger deal than it may seem. In
2012, it was estimated that people not taking
their prescribed medications cost 258 BILLION in
emergency room visits, hospitalization, and
doctor visits. An average of 130,000 Americans
die each year because they dont follow their
prescription regimens closely enough.. The FDA
approved placebo testing in April 2012 sensor
pills are ticketed to come to market in 2015 or
2016. Source Robert Scoble and Shel Israel,
Age of Context Mobile, Sensors, Data and the
Future of Privacy
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Software is eating the world. Marc Andreessen
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The root of our problem is not that were in a
Great Recession or a Great Stagnation, but
rather that we are in the early throes of a
Great Restructuring. Our technologies are racing
ahead, but our skills and organizations are
lagging behind. Source Race AGAINST the
Machine, Erik Brynjolfsson and Andrew McAfee
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The New Logic Scale w/o EmploymentKodak
1988/145,000 employees 2012/bankruptInstagram
30,000,000 customers/13 employees(WhatsApp
450,000,000 customers/ 55 employees/Valued _at_
19,000,000,000)Source Robert Reichs
Blog/0317.15
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THE MORAL IMPERATIVEPEOPLE DEVELOPMENT
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CORPORATE MANDATE 1 2014 Your principal moral
obligation as a leader is to develop the
skillset, soft and hard, of every one of the
people in your charge (temporary as well as
semi-permanent) to the maximum extent of your
abilities. The good news This is also the 1
mid- to long-term profit maximization
strategy!
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INNOVATION
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1/49
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Lesson49 WTTMSW
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WHOEVER TRIES THE MOST STUFF WINS
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EXPERIMENT FEARLESSLYSource BusinessWeek,
Type A Organization Strategies How to Hit a
Moving TargetTactic 1RELENTLESS TRIAL AND
ERROR Source Wall Street Journal, cornerstone
of effective approach to rebalancing company
portfolios in the face of changing and uncertain
global economic conditions (11.08.10)
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FAIL. FORWARD. FAST.High Tech CEO,
Pennsylvania FAIL FASTER. SUCCEED SOONER.
David Kelley/IDEOMOVE FAST. BREAK THINGS.
Facebook REWARD EXCELLENT FAILURES. PUNISH
MEDIOCRE SUCCESSES.Phil Daniels, Sydney exec

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READY.FIRE!AIM.H. Ross Perot (vs. Aim! Aim!
Aim!/EDS vs. GM/1985)
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In business, you REWARD people for taking RISKS.
WHEN IT DOESNT WORK OUT YOU PROMOTE THEM
-BECAUSE THEY WERE WILLING TO TRY NEW THINGS. If
people tell me they skied all day and never fell
down, I tell them to try a different mountain.
Michael Bloomberg
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What really matters is that companies that
dont continue to experiment COMPANIES THAT
DONT EMBRACE FAILURE eventually get in a
desperate position, where the only thing they can
do is make a Hail Mary bet at the end. Jeff
Bezos at Business Insider Ignition conference,
1202.14
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Ideas Economy CAN YOUR BUSINESS FAIL FAST
ENOUGH TO SUCCEED? Source ad for Economist
Conference/0328.13/Berkeley CA (caps are the
Economists)
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The essence of capitalism is encouraging
failure, not rewarding success. Nassim Nicholas
Taleb
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We Are What We Eat.We Are Who We Spend Time
With.
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Diversity It is hardly possible to overrate the
value of placing human beings in contact with
persons dis-similar to themselves, and with modes
of thought and action unlike those with which
they are familiar. Such communication has always
been, and is peculiarly in the present age, one
of the primary sources of progress. John Stuart
Mill
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You will become like the five people you
associate with the mostthis can be either a
blessing or a curse. Billy Cox
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The We are what we eat/ We are who we hang
out with Axiom At its core, every (!!!)
relationship-partnership decision (employee,
vendor, customer, etc., etc.) is a strategic
decision about Innovate, Yes or No
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The Bottleneck is at the Where are you
likely to find people with the least diversity of
experience, the largest investment in the past,
and the greatest reverence for industry dogma
Top of the Bottle Gary Hamel/Harvard
Business Review
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Whos the most interesting person youve met in
the last 90 days? How do I get in touch with
them? Fred Smith
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Innovate or Die Measure It!
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Innovation Index How many of your Top 5
Strategic Initiatives/Key Projects score 8 or
higher out of 10 on a Weird/Profound/
Wow/Game-changer Scale? (At least 3???)
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VALUE-ADDED STRATEGIES
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TGRs8/80
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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?
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Conveyance Kingfisher Air Location Approach to
New Delhi
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May I clean your glasses, sir?
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Conveyance Southwest Airlines Location
Boarding, Albany NY
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May I help you down the jetway.
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Courtesies of a small and trivial character are
the ones which strike deepest in the grateful and
appreciating heart. Henry Clay
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ltTGWand gtTGRThings Gone WRONG-Things
Gone RIGHT
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TGRsLBTsLittle BIG Things
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Bag sizes New markets B Source
PepsiCo
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Big carts 1.5X Source Walmart
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2X When Friedman slightly curved the right
angle of an entrance corridor to one property, he
was amazed at the magnitude of change in
pedestrians behaviorthe percentage who entered
increased from one-third to nearly two-thirds.
Natasha Dow Schull, Addiction By Design
Machine Gambling in Las Vegas
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Social Business/ Customer Engagement
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Customer engagement is moving from relatively
isolated market transactions to deeply connected
and sustained social relationships. This basic
change in how we do business will make an impact
on just about everything we do. Social Business
By Design Transformative Social Media
Strategies For the Connected Company Dion
Hinchcliffe Peter Kim
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Welcome to the Age of Social Media It takes 20
years to build a reputation and five minutes to
ruin it. Also, the Internet and technology have
made customers more demanding., and they expect
information, answers, products, responses, and
resolutions sooner than ASAP. John DiJulius,
The Customer Service Revolution Overthrow
Conventional Business, Inspire Employees, and
Change the World
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What used to be word of mouth is now word of
mouse. You are either creating brand ambassadors
or brand terrorists doing brand
assassination. John DiJulius, The Customer
Service Revolution Overthrow Conventional
Business, Inspire Employees, and Change the World
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Welcome to the Age of Social Media The customer
is in complete control of communication. John
DiJulius, The Customer Service Revolution
Overthrow Conventional Business, Inspire
Employees, and Change the World
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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 valuablenot 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. If 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, andpossibly over
timehelp 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)
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BIG DATA BIG !
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Caesars Entertainment have bet their future on
harvesting personal data rather than developing
the fanciest properties. Adam Tanner, What
Stays in Vegas The World of Personal
DataLifeblood of Big Businessand the End of
Privacy as We Know it
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DESIGN!
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Design Rules!APPLE market cap gt Exxon
Mobil August 2011
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Apple design Huge degree of care. Ian
Parker, New Yorker, 23 March 2015, on Jony Ives
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Typically, design is a vertical stripe in the
chain of events in a products delivery. At
Apple, its a long, horizontal stripe, where
design is part of every conversation. Robert
Brunner, former Apple design chief
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Ann Landers as management guru/ three criteria
for products, projects, a communication, etc.
Good. True. Helpful.
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Hypothesis DESIGN is the principal difference
between love and hate!Not like and
dislike
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Hypothesis Men cannot design for womens
needs!!??
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Women BUY Everything!
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Women BUY Everything !
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Forget CHINA, INDIA and the INTERNET Economic
Growth Is Driven by WOMEN. Source Headline,
Economist
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• W gt 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 combinedmore 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 thateven ones that
  are confidant that they have a winning strategy
  when it comes to women. Consider Dells
• Source Michael Silverstein and Kate Sayre, The
  Female Economy, HBR, 09.09

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Women are THE majority market Fara
Warner/The Power of the Purse
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The MOST SIGNIFICANT VARIABLE in EVERY sales
situation is the GENDER of the buyer, and more
importantly, how the salesperson communicates to
the buyers gender. Jeffery Tobias Halter,
Selling to Men, Selling to Women
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The Perfect Answer
Jill and Jack buy slacks in black
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(No Transcript)
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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 Worlds
Largest Market
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2.6 vs. 21
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Can you pass the Squint test ?
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We old farts like me Got the
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USA 1 BOOMER turns AGE
65 Every 8 SECONDS For the next 20 YEARS

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gt50_at_50
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!!!!!!!!!!!!!!!!! PEOPLE TURNING 50 TODAY HAVE
MORE THAN HALF OF THEIR ADULT LIFE AHEAD OF
THEM. BILL NOVELLI, 50 IGNITING A REVOLUTION
TO REINVENT AMERICA
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44-65 NEW CUSTOMER MAJORITY Source Ageless
Marketing, David Wolfe Robert Snyder
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Baby-boomer Women The Sweetest of Sweet Spots
for Marketers David Wolfe and Robert Snyder,
Ageless Marketing
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In 2009, households headed by adults ages 65 and
older ... had 47 times as much net wealth as the
typical household headed by someone under 35
years of age. In 1984, this had been a less
lopsided 10-to-1 ratio. Source Pew
Research/10.11
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Marketers attempts at reaching those over 50
have been miserably unsuccessful. No markets
motivations and needs are so poorly understood.
Peter Francese, founding publisher, American
Demographics
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The ENORMOUS Services Added Opportunity
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Rolls-Royce now earns more from tasks such as
managing clients overall procurement strategies
and maintaining aerospace engines it sells than
it does from making them. Economist
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IBMtoIBM
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UPS to UPS
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UPS United Problem Solvers
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AND THE WINNERS ARENT/ARE
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AND THE WINNERS ARENT/ARE
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SP 500 1/-1 Every 2 weeks! Source
Richard Foster (via Rita McGrath/HBR/12.26.13
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I am often asked by would-be entrepreneurs
seeking escape from life within huge corporate
structures, How do I build a small firm for
myself? The answer seems obvious Source
Paul Ormerod, Why Most Things Fail Evolution,
Extinction and Economics
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I am often asked by would-be entrepreneurs
seeking escape from life within huge corporate
structures, How do I build a small firm for
myself? The answer seems obvious Buy a very
large one and just wait. Paul Ormerod, Why
Most Things Fail Evolution, Extinction and
Economics
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AND THE WINNERS ARENT/ARE
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THE RED CARPET STORE (Joel Resnick/Flemington NJ)
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The Magicians of Motueka (PLUS)! W.A. Coppins
Ltd. (Coppins Sea Anchors/ PSA/para sea
anchors) Textiles, 1898 thrive on wicked
problems e.g., U.S. Navy STLVAST (Small To
Large Vehicle At Sea Transfer) custom fabric
from W. Wiggins Ltd./Wellington (specialty
nylon, Dyneema, from DSM/Netherlands)
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JUNGLE JIMS 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 saucenot 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. BRONNERS CHRISTMAS WONDERLAND,
FRANKENMUTH, MI, POP 5,000 98,000-square-foot
shop features 6,000 Christmas ornaments,
50,000 trims, and anything else you can name
pertaining to Christmas.
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BE THE BEST. ITS THE ONLY MARKET THATS NOT
CROWDED. From Retail Superstars Inside the 25
Best Independent Stores in America, George Whalin
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I love Middle-sized Niche- Micro-niche
Dominators! "Own" a niche through
EXCELLENCE! (Writ large Germanys MITTELSTAND)
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Going Social Location and Size
Independent Today, despite the fact that were
just a little swimming pool company in Virginia,
we have the most trafficked swimming pool website
in the world. Five years ago, if youd asked me
and my business partners what we do, the answer
would have been simple, We build in-ground
fiberglass swimming pools. Now we say, We are
the best teachers in the world 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
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WHITE-COLLAR SURVIVAL STRATEGY 1 Department as
Smallish/Entrepreneurial BUSINESS E.g.
Training Inc., a 14-person unit in a 50-person
HR department in a 200M business unit in a 3B
corporationaiming for Excellence WOW! PSF/
Professional Service Firm (See my Professional
Service Firm 50 Fifty Ways to Transform Your
Department Into A Professional Service Firm
Whose Trademarks Are Passion and Innovation.)
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LEADERSHIP
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I DO PEOPLE
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Les Wexner FROM FASHION TRENDS GURU TO JOY FROM
PICKING/ DEVELOPING PEOPLE! Limited Brands
founder Les Wexner queried on astounding longterm
growth profitability It happened, he said,
because I got as excited about developing
people as he had been about predicting fashion
trends in his early years.
137
MBWA/25
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Im always stopping by our stores at least 25
a week. Im also in other places Home Depot,
Whole Foods, Crate Barrel. I try to be a sponge
to pick up as much as I can. Howard
SchultzSource Fortune, Secrets of Greatness
139
ManagingBy WanderingAround
140
4
141
The 4 most important words in any organization
are
142
THE FOUR MOST IMPORTANT WORDS IN ANY
ORGANIZATION ARE WHAT DO YOU THINK?
Source courtesy Dave Wheeler, posted at
tompeters.com
143
Acknowledgement!
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The deepest urge in human nature is the desire
to be important. John Dewey(In Dale Carnegie,
How to Win Friends and Influence People (The BIG
Secret of Dealing With People)
145
Employees who don't feel significant rarely make
significant contributions. Mark Sanborn
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3
147
Relationships (of all varieties) THERE ONCE WAS
A TIME WHEN A THREE-MINUTE PHONE CALL WOULD HAVE
AVOIDED SETTING OFF THE DOWNWARD SPIRAL THAT
RESULTED IN A COMPLETE RUPTURE. Divorce, loss
of a BILLION aircraft sale, etc., etc.

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THE PROBLEM IS RARELY/NEVER THE PROBLEM. THE
RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING
THE REAL PROBLEM. OPPORTUNITY.

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Meetings ROCK! Make that SHOULD Rock
150
Complain all you want, but meetings are what
you boss/leader do!
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Meetings are 1 thing bosses do. Therefore, 100
of those meetings EXCELLENCE. ENTHUSIASM.
ENGAGEMENT. LEARNING. TEMPO. WORK-OF-ART. DAMN
IT.
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18
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The doctor interrupts after Source
Jerome Groopman, How Doctors Think
154
18
155
18 seconds!
156
An obsession with Listening is ... the ultimate
mark
of Respect. Listening is ... the
heart and soul of Engagement. Listening is ...
the heart and soul of Kindness. Listening is ...
the heart and soul of Thoughtfulness. Listening
is ... the basis for true Collaboration. Listening
is ... the basis for true Partnership. Listening
is ... a Team Sport. Listening is ... a
Developable Individual Skill. (Though women
are far better at it
than men.) Listening is ... the basis for
Community. Listening is ... the bedrock of Joint
Ventures that work. Listening is ... the bedrock
of Joint Ventures that grow. Listening is ... the
core of effective Cross-functional
Communication (Which is in turn
Attribute 1 of
organization effectiveness.) cont.
157
Suggested Core Value 1 We are Effective
Listenerswe treat Listening EXCELLENCE as the
Centerpiece of our Commitment to Respect and
Engagement and Community and Growth.
158
Hard is Soft. Soft is Hard.
159
0/800/78
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Normal 0 for 800 There are ZERO
normal people in the history books.
161
Kevin Roberts Credo1. Ready.
Fire! Aim.2. If it aint broke ... Break it!3.
Hire crazies.4. Ask dumb questions.5. Pursue
failure.6. Lead, follow ... or get out of the
way!7. Spread confusion.8. Ditch your
office.9. Read odd stuff.10. AVOID MODERATION!
162
INSANELY GREATSTEVE JOBSRADICALLY
THRILLING BMWASTONISH ME SERGEI DIAGHLEV,
TO A LEAD DANCERBUILD SOMETHING GREAT
HIROSHI YAMAUCHI, NINTENDO, TO A SENIOR GAME
DESIGNER MAKE IT IMMORTAL DAVID OGILVY, TO
A COPYWRITER.
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We are crazy. We should do something when
people say it is crazy. If people say something
is good, it means someone else is already doing
it. Hajime Mitarai, CEO, Canon
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