Transcript LONG Tom Peters’ RE-IMAGINE EXCELLENCE ! Nissan North America 2015 Annual National Advisory Board Seminar Atlanta/27 August 2015 (Slides at tompeters.com; also see our annotated 23-part Master Compendium.

LONG
Tom Peters’
RE-IMAGINE
EXCELLENCE
!
Nissan North America
2015 Annual National Advisory Board Seminar
Atlanta/27 August 2015
(Slides at tompeters.com; also see our annotated 23-part Master Compendium at excellencenow.com)
Conrad Hilton
CONRAD HILTON, at a gala celebrating
his career, was called to the podium and
“What were the
most important
lessons you learned
in your long and
distinguished
career?” His answer …
asked,
“Remember
to tuck the
shower curtain
inside the
bathtub.”
“In real life, strategy
is actually very
straightforward. Pick
a general direction …
and implement
like hell.” —Jack Welch
“COSTCO FIGURED OUT
BIG,
SIMPLE THINGS
THE
AND
EXECUTED
WITH TOTAL
FANATICISM.”
—Charles Munger, Berkshire Hathaway
EXCELLENCE
!
4
In Search of Excellence/1982:
The Bedrock “Eight Basics”
1.
2.
3.
4.
5.
6.
7.
8.
A Bias for Action
Close to the Customer
Autonomy and Entrepreneurship
Productivity Through People
Hands On, Value-Driven
Stick to the Knitting
Simple Form, Lean Staff
Simultaneous Loose-Tight
Properties
Action
People
Customers
Values
TGRs & the
“8/80” Fiasco:
Towards
“EXPERIENCES”
That Rock!
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?
Conveyance: Kingfisher Air
Location: Approach to New Delhi
“May I clean
your glasses,
sir?”
Conveyance: Southwest Airlines
Location: Boarding flight to BWI,
Albany NY
“May I help
you down the
jetway.”
L
BTs > BBTs
“Courtesies of a small and
trivial character are the ones
which strike deepest in the
grateful and appreciating
heart.” —Henry Clay
"Let's not forget that small
emotions are the great
captains of our lives." –—Van Gogh
<TGW
and …
>TGR
(Things Gone
WRONG-Things Gone RIGHT)
7X.
7:30A-8:00P. F12A.
7:30AM = 7:15AM.
8:00PM = 8:15PM.
(2,000,000)
Source: Vernon Hill, Fans, Not Customers
BEGINS
(and ENDS)
It
in the …
PARKING
LOT* **
*Disney
**Carl’s street sweeper
Don’t like it?
Don’t pay!
Source: Graniterock Co. (Baldrige winner)
“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 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
TGRs:
3 Minutes
THE PROBLEM IS
RARELY/NEVER THE
PROBLEM. THE
RESPONSE TO THE
PROBLEM INVARIABLY
ENDS UP BEING THE
REAL PROBLEM.
(OPPORTUNITY).
THERE ONCE
WAS A TIME WHEN A
Relationships
(of all varieties):
THREE-MINUTE
PHONE CALL WOULD
HAVE AVOIDED SETTING OFF THE
DOWNWARD SPIRAL THAT
RESULTED IN A COMPLETE
RUPTURE.*
*Divorce, loss of a BILLION $$$ aircraft sale, etc., etc.
Toro, the
lawn mower folks, reduced the average cost of
With a new and forthcoming policy on apologies …
settling a claim from
$115,000 in 1991 to
$35,000 in 2008—and the company hasn’t
been to trial in the last 15 years!
The VA hospital in Lexington, Massachusetts, developed an approach,
totally uncharacteristic in healthcare, to apologizing for errors—even
In 2000, the
systemic mean VA hospital malpractice
settlement throughout the United States was
when no patient request or claim was made.
$413,000; the Lexington VA hospital
settlement number was $36,000 —and there
were far fewer per patient claims to begin with.)
Source: John Kador, Effective Apology
LBTs*
*Little BIG Things****************
Big carts =
Source: Walmart
Machine Gambling
“Pleasing” odor #1 vs.
“pleasing” odor #2:
+45% revenue
Source: “Effects of Ambient Odors on Slot-Machine Useage in Las Vegas
Casinos,” reported in Natasha Dow Schull, Addiction By Design:
Machine Gambling in Las Vegas (66% revenue, 85% profit)
Walmart/120-oz container (mainly water) to
ketchup-bottle size laundry-detergent concentrate
(100% conversion): 1/4th packaging; 1/4th weight;
1/4th cost to ship; 1/4th space on ships, trucks,
95,000,000 #s plastic
resin saved, 125,000,000 #s cardboard
conserved, 400,000,000 less gallons of
water shipped, 500,000 gallons less diesel
fuel, 11,000,000 #s less CO2 released
shelves. 3 years:
Source: Force of Nature: The Unlikely Story of Walmart’s Green Revolution , Edward Humes
METHODOLOGY
(1) AMENABLE TO RAPID
EXPERIMENTATION/ FAILURE “FREE”
(NO BAD “PR,” NO $$)
(2) QUICK/INEXPENSIVE TO IMPLEMENT/
QUICK/INEXPENSIVE TO ROLL OUT
(3) HUGE [POTENTIAL] MULTIPLIER
(4) AN “ATTITUDE”/“CULTURE”
(WTTMSW/WHOEVER TRIES THE
MOST STUFF WINS)
(5) AN “ALL HANDS” GAME
DESIGN
(10 August 2011)
!
Design RULES!
APPLE market cap
> Exxon Mobil*
*10 August 2011 (as of 0410.15: Apple market cap $740B, 2X #2)
“With its carefully conceived mix of colors and textures,
aromas and music,
STARBUCKS
indicative of our era than the iMac. It is to the
is more
Age of
Aesthetics what McDonald’s was to the Age of
Convenience or Ford was to the Age of Mass Production—
the touchstone success story, the exemplar of … the
‘Every Starbucks
store is carefully designed to
enhance the quality of everything
the customers see, touch, hear,
smell or taste,’ writes CEO Howard Schultz.”
aesthetic imperative. …
—Virginia Postrel, The Substance of Style:
How the Rise of Aesthetic Value Is Remaking
Commerce, Culture and Consciousness
Hypothesis: Men
cannot
design for women’s
!!??
needs
“It would never occur
to a male architect
in a thousand years
to put the laundry room
up there, next to the
children's’ bedrooms.”
Women BUY
(Everything)
!
Women BUY
(Everything)
!
$28,00
0,000,0
00,000
.
W>
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 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
“Forget CHINA,
INDIA and the
INTERNET: Economic
Growth Is Driven by
WOMEN.”
Source: Headline, Economist
“Women are
THE majority
market”
—Fara Warner/The Power of the Purse
Women as Decision Makers/Various sources
Home Furnishings …
Vacations …
92%
94%
(Adventure Travel … 70%/ $55B 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.
MOST
SIGNIFICANT
VARIABLE in EVERY
“The
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
The Perfect Answer
Jill and Jack buy
slacks in black…
Sales/After-sales Process
1.
2.
3.
4.
5.
Kick-off – Women
Research – Women
Purchase – Men
Ownership – Women
Word-of-mouth – Women
Source: Martha Barletta, Marketing to Women: How to Increase Your Share of the World’s Largest Market
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
2.6
vs.
!
WOMEN RULE
“Research
suggests that to
succeed, start by
promoting women.”
[by McKinsey & Co.]
—Nicholas Kristof, “Twitter, Women, and Power,” NYTimes
“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
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
We
(old farts like me)
Got the
$$$$$$
1/65/8/20
USA
1 BOOMER
AGE 65
8 SECONDS
20 YEARS
turns
Every
For the next
USA
>50: 109,000,000
Next 10 years:
>50: +19,000,000
18-49: +6,000,000
50@50: “PEOPLE
TURNING 50 TODAY HAVE
MORE THAN
HALF OF THEIR
ADULT LIFE AHEAD OF
THEM.”
—Bill Novelli, 50+: IGNITING A REVOLUTION TO REINVENT AMERICA
Average # of cars purchased per
(USA) household, “lifetime”:
13
Average # of cars bought per household
after the “head of household” reaches
age 50:
7
Source: Marti Barletta, PrimeTime Women
“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
“Households headed by
someone 40 or older enjoy 91%
of our population’s net worth. …
The mature market is the
dominant market in the U.S.
economy, making the majority
of expenditures in virtually
every category.” —Carol Morgan & Doran Levy,
Marketing to the Mindset of Boomers and Their Elders
“NEW
CUSTOMER
MAJORITY”
44-65:
Source: Ageless Marketing, David Wolfe & Robert Snyder
“Baby-boomer
Women: The
Sweetest of
Sweet Spots for
Marketers”
—David Wolfe and Robert Snyder, Ageless Marketing
“Marketers’ attempts at reaching
those over 50 have been miserably
No market’s
motivations and
needs are so
poorly understood.”
unsuccessful.
—Peter Francese, founding publisher, American Demographics
>50
50% spending
10% marketing
budgets
Subject: Marketers & Stupidity
“IT’S 18-44,
STUPID!”
Subject: Marketers & Stupidity
Or is it:
“18-44
IS STUPID,
STUPID!”
Social Business/
Customer Engagement/
Customer Control/
“Brand Ambassadors”/
“Brand Assassins”/
Social Epidemiologists/
Etc./Etc. …
“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
“What used to be “word of mouth” is
You are
either creating brand
ambassadors or brand
terrorists doing brand
assassination.”
now “word of mouse.”
—John DiJulius, The Customer Service Revolution: Overthrow
Conventional Business, Inspire Employees, and Change the World
“The
customer is in
complete control of
communication.”
Welcome to the Age of Social Media:
—John DiJulius, 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 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)
“It
takes 20 years to
build a reputation
and five minutes to
ruin it. Also, the Internet and
Welcome to the Age of Social Media:
technology have made customers more
demanding., and they expect information,
answers, products, responses, and
resolutions sooner than ASAP.” —John DiJulius,
The Customer Service Revolution
“Amy Howell
[social marketer extraordinaire,
ignites
epidemics. In a good way,
of course. Epidemics of
excitement. Epidemics of
business connections.
Epidemics of influence.”
founder of Howell Marketing]
—Mark Schaeffer, ROI/Return on Influence: The Revolutionary
Power of Klout, Social Scoring, and Influence Marketing
Going “Social”: Location and Size Independent
“Today, despite the fact that we’re just a little swimming
pool company in Virginia, we have the most trafficked
swimming pool website in the world. Five years ago, if
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 … on the
fiberglass swimming pools.’ Now we say,
subject of fiberglass swimming pools,
and we also happen to build them.’”
—Jay Baer, Youtility: Why Smart Marketing Is About Help, Not Hype
“Gamification”:
Ultimate
ENGAGEMENT
Tool
Gamification
“Gamification presents
the best tools
humanity has ever
had to create and
sustain engagement in
people.”
Source: Gabe Zichermann & Joselin Linder, Gamification: How Leaders
Leverage Game Mechanics to Crush the Competition
Social Business/
New Ball Game/
9.2.3
ZMOT/The Shopping
Is Over Before The
Shopping Starts
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
“Meet Your
Next Surgeon:
Dr. Robot”
Source: Feature/Fortune/15 JAN 2013/on Intuitive Surgical’s
da Vinci
/multiple bypass heart-surgery robot
“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
“Ten Million Jobs at Risk from
Advancing Technology: Up to
35 percent of Britain's jobs
will be eliminated by new
computing and
robotics technology over the
next 20 years, say experts
[at Deloitte/Oxford University].”
—Headline, Telegraph (UK),
11 November 2014
“Las Vegas Company
Could 3D Print Your
Next Car: Customers
could pick up newly
printed car within 24
hours” —Headline, Las Vegas Sun/1225.14
People:
1/4,096
“You have to
treat your
employees like
customers.”
—Herb Kelleher,
upon being asked his “secret to success”
Source: Joe Nocera, NYT, “Parting Words of an Airline Pioneer,”
on the occasion of Herb Kelleher’s retirement after 37 years at Southwest
Airlines (SWA’s 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 AA’s Annual Meeting)
Rocket Science.
NOT.
“If you want staff to
give great service,
give great service
to staff.”
—Ari Weinzweig, Zingerman’s
Source: Small Giants: Companies That Choose to Be Great
Instead of Big, Bo Burlingham
“G-E-N-I-U-S”
Getting more and more cantankerous (short tempered!)
about this:
Job #1 (& #2 & #3)
is to abet peoples' personal
growth. All other good things
flow there from.
My idea of a gen-u-ine "genius“
If you work your
heart out to help people grow,
they'll work their hearts
out to give customers a
great experience.
"breakthrough" idea:
“It may sound radical, unconventional, and
bordering on being a crazy business idea.
However— as ridiculous as it sounds—joy 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.”
Joy, Inc.:
How We Built a Workplace People Love
—Richard Sheridan,
“Contrary to conventional corporate
thinking, treating retail workers much
better may make everyone (including
their employers) much richer.”
The Good Jobs Strategy: How
the Smartest Companies Invest
In Employees to Lower Costs &
Boost Profits —Zeynep Ton, MIT Sloan School
Notes: Cases all retail, include Costco and Trader Joe’s.
$20.89
E.g., Costco: Average hourly pay
—40%
greater than #1 competitor, Sam’s Club.
1996-2014/12 companies every year for 16 years/
341,567 new jobs/jobs +172%:
Publix
Whole Foods
Wegmans
Nordstrom
Cisco Systems
Marriott
REI
Goldman Sachs
Four Seasons
SAS Institute
W.L. Gore
TDIndustries
Source: Fortune/ “The 100 Best Companies to Work For”/0315.15
Profit Through Putting People First Business Book Club
Nice Companies Finish First: Why Cutthroat Management Is Over—and 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
Patients Come Second: Leading Change By Changing the Way You Lead by Paul Spiegelman &
Britt Berrett
The Customer Comes Second: Put Your People First and Watch ’Em Kick Butt,
by Hal Rosenbluth, former CEO, Rosenbluth International
It’s 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 Won’t Teach You at Business School, by Richard Branson
Brand =
Talent.
Training =
Investment
#1
3-star
generals worry
In the Army,
about training. In most
businesses, it's a “hohum” mid-level staff
function.
What is the
#1
reason to go
berserk over
training?
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.)
“What employees experience, Customers will. The best marketing is
YOUR
CUSTOMERS
WILL NEVER BE
ANY HAPPIER
THAN YOUR
EMPLOYEES.”
happy, engaged employees.
—John DiJulius,
The Customer Service Revolution: Overthrow Conventional
Business, Inspire Employees, and Change the World
MBWA/25
(Managing
By Wandering Around)
Managing By
Wandering
Around
“I’m always stopping by our
at least
a week.
stores—
25
I’m 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 Schultz
Source: Fortune, “Secrets of Greatness”
Acknowledgement
“The deepest human
need is the need to be
appreciated.” —William James
“Employees who don't
feel significant rarely
make significant
contributions.”
—Mark Sanborn
“The
4 most
important
words in any
organization are …
THE FOUR MOST IMPORTANT WORDS IN ANY ORGANIZATION
“WHAT
DO YOU
THINK?”
ARE …
Source: courtesy Dave Wheeler, posted at tompeters.com
18 …
“The doctor
interrupts
after …*
*Source: Jerome Groopman, How Doctors Think
18 …
18 …
seconds!
(An obsession with) Listening is ... the ultimate mark
of
Listening
Listening
Listening
Listening
Listening
Listening
Listening
is
is
is
is
is
is
is
...
...
...
...
...
...
...
Listening
Listening
Listening
Listening
is
is
is
is
...
...
...
...
the heart and soul of Engagement.
the heart and soul of Kindness.
the heart and soul of Thoughtfulness.
the basis for true Collaboration.
the basis for true Partnership.
a Team Sport.
a Developable Individual Skill.* (*Though women
are far better at it than men.)
the basis for Community.
the bedrock of Joint Ventures that work.
the bedrock of Joint Ventures that grow.
the core of effective Cross-functional
Communication.* (*Which is in turn Attribute #1 of
organization effectiveness.)
(cont.)
Respect
.
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 …
—Susan Scott, “Let Silence Do the Heavy Lifting,” chapter title,
Fierce Conversations: Achieving Success at Work and in Life,
One Conversation at a Time
AVOID
MODERATION
!
Kevin Roberts’ Credo
1. Ready. Fire! Aim.
2.
3.
4.
5.
6.
7.
8.
9.
If it ain’t broke ... Break it!
Hire crazies.
Ask dumb questions.
Pursue failure.
Lead, follow ... or get out of the way!
Spread confusion.
Ditch your office.
Read odd stuff.
10.
AVOID MODERATION!
“INSANELY GREAT”
STEVE JOBS
“RADICALLY THRILLING”
BMW
“ASTONISH ME”
SERGEI DIAGHLEV, TO A LEAD DANCER
“BUILD SOMETHING GREAT”
HIROSHI YAMAUCHI, NINTENDO, TO A SENIOR GAME DESIGNER
“MAKE IT IMMORTAL”
DAVID OGILVY, TO A COPYWRITER.
THE RED
CARPET
STORE
(Joel Resnick/Flemington NJ)
*Basement Systems Inc.
(Larry Janesky/Seymour CT)
*Dry Basement Science
(100,000++ copies!)
*1990: $0; 2003: $13M;
2010: $80,000,000
Retail Superstars:
Inside the 25 Best
Independent Stores
in America
—by George Whalin
JUNGLE JIM’S 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 sauce—not to mention 12,000 wines priced from
$8-$8,000
4,000
a bottle; all this is brought to you by
vendors. Customers from every corner of the globe.”
BRONNER’S CHRISTMAS WONDERLAND, FRANKENMUTH, MI, POP
5,000: 98,000-square-foot “shop” features
ornaments,
50,000
6,000
Christmas
trims, and anything else you can
name pertaining to Christmas. …”
“BE THE BEST.
IT’S THE ONLY
MARKET THAT’S
NOT CROWDED.”
From: Retail Superstars: Inside the 25 Best
Independent Stores in America, George Whalin