Excellence 2008: valueadded By Design Tom Peters/for the Korea Design Forum 2008 To appreciate this presentation [and ensure that it is not a mess], you.
Download ReportTranscript Excellence 2008: valueadded By Design Tom Peters/for the Korea Design Forum 2008 To appreciate this presentation [and ensure that it is not a mess], you.
Excellence 2008: value added By Design
Tom Peters/for the Korea Design Forum 2008
NOTE: To appreciate this presentation [and ensure that it is not a
mess
], you need Microsoft fonts:
“Showcard Gothic,” “Ravie,”
and
“Chiller” “Verdana”
Slides at …
tompeters.com
The race is on …
Auckland taipei/vp singapore bangkok flanders amsterdam barcelona lisbon dublin buenos aires sao paulo london milan mexico d.f.
istanbul dubai oman usa stockholm shanghai Mauritius johannesburg bucharest
part one
56 Random Thoughts on Design
Tom Peters/for the Korea Design Forum 2008
56 Random Thoughts on Design ** “Great things” are more valuable than not-so-great things.
** “It” is everything.
** Everybody’s doin’ it.
** If “everybody’s doin’ it,” then how do we do it differently-sustainably?
** Everybody will do “it” differently. (Sorta— “design zealots” in Japan are about the same as design zealots in Italy.) ** “It” works only if it is “a way of life.” (Apple, BMW, Cirque du Soleil) ** Consider my term-of-choice: “Design mindedness.” (Design-mindedness is an attitude.) ** “It” does not work if it is a “program.”
** It is not about recruiting a rock star designer—this may be counterproductive, at least at first.
** “Dreamers with deadlines”—creative & loose … with deliverables.
** It’s already faddish.
** Don’t try to “engineer it”—there is an essential “spontaneity” dimension. (SWA) ** In the case of goods, it starts with the vendors and especially includes packaging and delivery folks and parking lot attendants—think Disney and gum and the Orlando airport.
** In the long run, the “Mittelstand” will make the difference!
** Acquiring design firms is tricky.
** There are no “exempts”—“it” applies as much, albeit in a different way, in purchasing as in marketing.
** IT IS NOT ABOUT MARKETING! (Except a little bit.) ** The entire supply chain must be on board.
** As always, “MBWA” rules—embedding something new in a culture is a “walk around” affair.
** “It” is about the way every individual conducts himself or herself. (E.g., hotel housekeeper)
** Aesthetics and usability are equally important—with perhaps a slight edge to usability.” (“ ‘It won a prize’ is the ultimate criticism”—DN) ** There is a “bet the farm” element at play— Dubai, Apple.
** There must be a far higher than normal dose of autonomy—in the end this is about “value added through creativity.” ** “It” must show up in the schools by age 5.
** “It” becomes the chief organizing principal for education.
** When it comes to aesthetics, you get most of “it” from the genes you were dealt.
“Every child is born an artist. The trick is to remain an artist .”
—Picasso
** Beware of engineers! (Said with affection— I am one.) ** Beware of MBAs (Said with no affection, even though I am one.) ** The education bit is less about aesthetics and more about encouraging individualism— to take a risk on design, you must have a burning desire to do things differently. (Schools—ours, yours, everyone’s—are brilliant at suppressing creativity and excessive shows of passion.) ** Capturing “best practice” only goes so far.
** “Six Sigma” can be a deadly enemy.
** In “design world”: Gender differences are … enormous.
** Women buy stuff, hence women must design stuff. (And be very amply represented in management ranks—for reasons of profit, not social justice.) ** Think: Women!!!!!!!!!!!!
** If you are interested in selling to Europe and the U.S. and Japan (etc) then you must explicitly (!!!) focus on the over 50 market (think “7/13”)
** If you are serious, the Chief Design Officer (Chief Experience Officer”) must sit at the same level as the CFO. So, too the Chief People Officer!!!!
** “It” must be on every (literally) agenda; in project reviews of every type it must hold its own with, say, the budget discussion.
** You’ll never be able to explain it to the analysts.
** Steve Jobs is lucky—as well as good.
** Steve Jobs is too abnormal to learn from.
** Design competitions at all levels of society business must be very big deals.
** Buy art. (All businesses of all sizes.) ** In the public sector, it starts at the airport for foreign visitors especially—an experience that includes traffic, air quality, etc.
** You can do a lot for 2-cents!
** And don’t ignore with the subway map.
** Or the public toilets.
** Be merciless about urban trash—spend yourself poor on this if necessary.
** Good design transforms healthcare facilities (especially hospitals)—and abets healing.
** Good design in eldercare facilities extends life and enhances quality of life.
** Small things are often (usually?) more important than big things.
** “Design Is Free” is closer to the truth than you would think.
** Throwing money at problems is almost always a dumb thing to do—Design Excellence included.
** Training in “service excellence” is often a better “design investment” than capital spending.
** This ain’t limited to global enterprises.
** The overall quality of small firms equals (exceeds?) the “value added” by big firms.
** Gandhi and Mandela and Churchill and JFK and Reagan and Thatcher and Sarkozy and Franklin and Washington set the tone to an incredible degree—their “personal style” was their “brand.” (“It” starts with personal style of the tip-top leadership team. Sorry to be politically insensitive, but who would give a hoot about Tibet if it weren’t for the look and style of the Dalai Lama?) Boss: You’re either on the “it” boat—or not.
part TWO
EXCELLENCE. VALUE ADDED.
UP THE LADDER.
4 of 7.
Tom Peters for the Korea Design Forum 2008
Up, Up, Up, Up
the Value-added Ladder.
EXCELLENCE.
VALUE-ADDED LADDER I, II, III.
The Value-added Ladder/ “BEDROCK”
Raw Materials*
* Farmers and Miners (“Degree”: Weightlifting)
The Value-added Ladder/ THINGS
Goods*
Raw Materials * Engineers and Factory Workers (Degree: Engineering)
The Value-added Ladder/ TRANSACTIONS
Services*
Goods Raw Materials
* Clerks (Degree: Process Engineering)
EXCELLENCE.
VALUE-ADDED LADDER IV.
SOLVE IT.
IB
M
: $55B*
*Also HP-EDS
“THE GIANT STALKING BIG OIL: How Schlumberger Is Rewriting the Rules of the Energy Game.”:
“IPM [Integrat5ed Project Management] strays from [Schlumberger’s] traditional role as a service provider and moves deeper into areas once dominated by the majors.” Source: BusinessWeek cover story, January 2008
IBM HP Schlumberger GE Energy GE Infrastructure UPS MasterCard etc.
etc.
etc.
etc.
“ ‘Results’ are measured by the success service” of all those who have purchased your product or
—Jan Gunnarsson & Olle Blohm, The Welcoming Leader
Huge:
Customer
Satisfaction
versus …
Customer
Success
“The business of selling is not just about matching viable solutions to the customers that require them.
It’s equally about managing the change process the customer will need to go through to implement the solution and achieve the value promised by the solution.
One of the key differentiators of our position in the market is our attention to managing change and making change stick in our customers’ organization.” * (*E.g.: CRM failure rate/Gartner: 70%)
—Jeff Thull, The Prime Solution: Close the Value Gap, Increase Margins, and Win the Complex Sale
The Value-added Ladder/ TRANSFORMATION Customer Success through Implemented Gamechanging Solutions* Services Goods Raw Materials * Subject-matter Professionals and Organization Effectiveness Experts (Degree: MBA, Organizational Psychology)
EXCELLENCE.
SOLVE IT.
NO OPTION.
PSF.
Are you …
“
Rock Stars of the Age of Talent
”
Department Head to …
Managing Partner, IS Inc.
[HR, R&D, etc.]
Are you the …
“Principal Engine of Value Added”
*E.g.: Your R&D budget as robust as the New Products team?
Core Mechanism : “Game-changing Solutions”
PSF
(Professional Service Firm “model”/The Organizing Principle ) +
Brand You
(“Distinct” or “Extinct”/The Talent ) +
Wow! Projects
(“Different” vs “Better”/The Work )
The
“PSF35”
:
Thirty-Five Professional Service Firm Marks of Excellence
The PSF35: The Work & The Legacy 1.
CRYSTAL CLEAR POINT OF VIEW (E very Practice Group: “If you can’t explain your position in eight words or less, you don’t have a position”—Seth Godin) 2. DRAMATIC DIFFERENCE (“We are the only ones who do what we do”—Jerry Garcia) 3. Stretch Is Routine (“Never bite off less than you can chew”—anon.) 4. Eye-Appetite for Game-changer Projects (Excellence at Assembling “Best Team”—Fast) 5. “Playful” Clients (Adventurous folks who unfailingly Aim to Change the World) 6. Small “Uneconomic” Clients with Big Aims 7. Life Is Too Short to Work with Jerks (Fire lousy clients) 8. OBSESSED WITH LEGACY (Practice Group and Individual: “Dent the Universe”—Steve Jobs) 9. Fire-on-the spot Anyone Who Says, “Law/Architecture/Consulting/ I banking/ Accounting/PR/Etc. has become a ‘commodity’ ” 10. Consistent with #9 above … DO NOT SHY AWAY FROM THE WORD (IDEA) “RADICAL”
HCare CIO : “Technology Executive” (workin’ in a hospital) Or/to: Full-scale, Accountable (life or death) Member-Partner of XYZ Hospital’s
Healing-Services Team Senior
(who happens to be a techie)
Up, Up, Up, Up
the Value-added Ladder.
EXCELLENCE.
VALUE-ADDED LADDER V.
EXPERIENCE IT.
“The [ Starbucks ] Fix” Is on …
“We have identified a ‘third place.’
And I really believe that sets us apart. The third place is that place that’s not work or home. It’s the place our customers come for refuge.”
—Nancy Orsolini, District Manager
“
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
Q:
“Why did you buy Jordan’s Furniture?”
A: “Jordan’s is
spectacular.
It’s all showmanship.”
Source: Warren Buffet interview/Boston Sunday Globe/12.05.04
Experience: “Rebel Lifestyle!”
“What we sell is the ability for a 43 year-old accountant to dress in black leather, ride through small towns and have people be afraid of him.”
Harley exec, quoted in Results-Based Leadership
The Value-added Ladder/ MEMORABLE CONNECTION
Spellbinding Experiences*
Customer Success/Implemented Gamechanging Solutions Services Goods Raw Materials * Theatrical Skills (Degree: Theater Arts)
Beyond the “Transaction”/ “Satisfaction” Mentality
“Good hotel”/ “Happy guest”/ “Exceeded Expectations”
vs.
“Great Vacation”/ “Great Conference”/ “Operation Personal Renewal”
C O* *Chief e X perience Officer
First Step (?!):
Hire a
theater director
, as a consultant or FTE!
“ Most executives have no idea how to add value to a market in the metaphysical world.
market will cry out for in the future. There is no lack of ‘physical’ products to choose between.” But that is what the
—Jesper Kunde, Unique Now ... or Never
Extraction & Goods: Male dominance Services & Experiences:
Female dominance
vs. >TG R [Things Gone WRONG /Things Gone RIGHT ] Source: Title/Cover Story, BW , 0611.07 ( how fast a culture can be torn apart,” “What’s remarkable is 3M lead scientist; “In an innovation economy, [6 Sigma] is no longer a cure all”/ BW ) “Perfection is achieved only by institutions on the point of collapse.” — C. Northcote Parkinson Up, Up, Up, Up the Value-added Ladder. Economist , April 15, 2006, Leader, page 14 —Headline, —Fara Warner/ The Power of the Purse “Goldman Sachs in Tokyo has developed an index of 115 companies poised to benefit from women’s increased purchasing power; over the past decade the value of shares in Goldman’s basket has risen by 96%, against the Tokyo stockmarket’s rise of 13%.” —Economist , April 15 The Perfect Answer Jill and Jack buy slacks in black… New Studies find that female managers outshine their male counterparts in almost every measure” TITLE/ Special Report/ BusinessWeek 10 UNASSAILABLE REASONS WOMEN RULE Women Women Women Women make [all] the financial decisions. control [all] the wealth. [substantially] outlive men. start most of the new businesses. Women’s work force participation rates have soared worldwide. Women Women are closing in on “same pay for same job.” are penetrating senior ranks rapidly [even if the pace is slow for the corner office per se]. Elizabeth Cady Stanton Women Women well aligned with new organizational (more or less) (circa 0331.2007) are better salespersons than men. buy [almost] everything—commercial as well as consumer goods. So what exactly is the point of men? —Bill Novelli, 50+: Igniting a Revolution to Reinvent America We are the We are the Aussies & Kiwis & Americans & Canadians . Western Europeans & Japanese . We are the fastest growing , the biggest , the wealthiest , the boldest , the most (yes) ambitiou s, the most experimental & exploratory , the most different , the most indulgent most vigorous , the most , (the least difficult & demanding vigorous,) the most , the service & experience obsessed , the most health conscious , the most female , the most profoundly important commercial market in the history of the world—and we will be the Center of your universe for the next twenty-five years . We have arrived! TP: “ Best Companies to / 2005 Work for” “People want to be part of something larger than themselves. They want to be part of something they’re really proud of, that they’ll fight for , trust.” sacrifice for , — Howard Schultz, Starbucks (IBD/09.05) Dave Liniger, founder, RE/MAX “The role of the Director is to create a space where the actors and actresses can become more than they’ve ever been before, more than they’ve dreamed of being.” —Robert Altman, Oscar acceptance speech Organizations exist to serve. Period. Leaders live to serve. Period. Passionate servant leaders, determined to create a legacy of earthshaking transformation in their domain create/must necessarily create organizations which are … no less than Cathedrals in which the full and awesome power of the Imagination and Spirit and native Entrepreneurial flair of diverse individuals is unleashed … In passionate pursuit of jointly perceived soaring purpose and personal and community and client service Excellence. Enterprise* ** (*at its best): An emotional, vital, innovative, joyful, creative, entrepreneurial endeavor that elicits maximum concerted human potential in the wholehearted service of others.** **Employees, Customers, Suppliers, Communities, Owners, Temporary partners 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 Up, Up, Up, Up the Value-added Ladder. All Equal Except … “At Sony we assume that all products of our competitors have basically the same technology, price, performance and features. Design is the only thing that differentiates one product from another in the marketplace.” —Norio Ohga —Fortune at “We don’t have a good language to talk about this kind of thing. In most people’s vocabularies, design means veneer. … But to me, nothing could be further from the meaning of design. —Steve Jobs “You know is a good when you want to lick it.” — Steve Jobs Source: Design: Intelligence Made Visible Stephen Bayley & Terence Conran , “With its carefully conceived mix of colors and textures, aromas and music, Starbucks is more indicative of our era than the iMac. It is to the 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 aesthetic imperative. … ‘Every Starbucks store is carefully designed to enhance the quality of everything the customers see, touch, hear, smell or taste,’ writes CEO Howard Schultz.” -—Virginia Postrel, The Substance of Style: How the Rise of Aesthetic Value Is Remaking Commerce, Culture and Consciousness “Having spent a century or more focused on other goals —solving manufacturing problems, lowering costs, making goods and services widely available, increasing convenience, saving energy —we are increasingly engaged in making our world special. More people in more aspects of life are drawing pleasure and meaning from the way their persons, places and things look and feel. Whenever we have the chance, we’re adding sensory, emotional appeal to ordinary function.” — Virginia Postrel, The Substance of Style: How the Rise of Aesthetic Value Is Remaking Commerce, Culture, and Consciousness C O * *Chief Design Officer “Business people don’t need to ‘understand designers better.’ Businesspeople need to be designers.” —Roger Martin, Dean, Rotman Management School, University of Toronto Message: Men design for women’s needs. . “Perhaps the macho look can be interesting … if you want to fight dinosaurs. But now to survive you need intelligence, not power and aggression. Modern intelligence means intuition— it’s female . ” Source: Philippe Starck , Harvard Design Magazine All Time (TP) Wanted: Design is … never Hypothesis: love *Not “like” and “dislike” Tom Peters Auckland/30March2005 Better By Design: Tom’s Design49 1. There are only 2 rules. 2. Rule #1: You can’t beat Wal*Mart on price or China on cost. 3. Rule #2: See Rule #1. 4. Econ Survival = Innovate and Sprint Up the Value-added Chain … OR DIE ! 5. DESIGN (WRIT LARGE) (“DESIGN MINDFULNESS”) IS THE “SOUL”/ENGINE OF THE NEW VALUE-ADDED IMPERATIVE. 6. Design as Soul-Core Competence #1 is a “cultural imperative,” a “programmatic” or “process” or “throw $$$ at it” issue! 7. CDEs (Culturally Design-driven Enterprises) use Design not Experiences-Dream Merchantry-Lovemarks as the Lead Dog(s) in the OlympianInnovation “Strategy”-Value Proposition Struggle. 8. “Dream Merchant” makes as much sense for IBM or GE or UPS as for Starbucks! The Value-added Ladder/ MEMORABLE CONNECTION * Customer Success/ Implemented Gamechanging Solutions Services Goods Raw Materials * Blending Beauty, Usability, Theatricality (Degree: MFA/ Master of Fine Arts, “D-school,” Cultural Anthropology) Lisbon/New Biz: to … 90K in U.S.A. ICUs given day; 178 on any steps/day in ICU. 50% stays result in “serious complication” Source: Atul Gawande, “The Checklist” (New Yorker, 1210.07) ** Peter Pronovost , Johns Hopkins, 2001 **Checklist, line infections **1/3 rd at least one error when he started **Nurses/permission to stop procedure if doc, other not following checklist **In 1 year, 10-day line-infection rate: 11% to … 0% Source: Atul Gawande, “The Checklist” (New Yorker, 1210.07) First Steps: “Beauty Contest”! 1. Select one form/document: invoice, airbill, sick leave policy, customer returns claim form. 2. Rate the selected doc on a scale of 1 to 10 [1 = Bureaucratica Obscuranta/Sucks; 10 = Work of Art] on four dimensions: Beauty. Grace. Clarity. Simplicity. 3. Re-invent! 4. Repeat, with a new selection, every 15 working days. The Value-added Ladder/ MEMORABLE CONNECTION COURTESY THE “ENTIRE SUPPLY CHAIN” Customer Success/ Implemented Gamechanging Solutions Services Goods Raw Materials * Artists and Process Engineers working in tandem EXCELLENCE. VALUE-ADDED LADDER VI. Furniture vs. Dreams “We do not sell ‘furniture’ at Domain. . This is accomplished by addressing the half-formed needs in our customers’ heads. By uncovering these needs, we, in essence, fill in the blanks. We convert ‘needs’ into ‘dreams.’ Sales are the inevitable result.” — Judy George, Domain Home Fashions “The sun is setting on the Information Society—even before we have fully adjusted to its demands as individuals and as companies. We have lived as hunters and as farmers, we have worked in factories and now we live in an information-based society whose icon is the computer. … Future products will have to appeal to our hearts, not to our heads. Now is the time to add emotional value to products and services.” Rolf Jensen/ The Dream Society:How the Coming Shift from Information to Imagination Will Transform Your Business The Marketing of Dreams (Dreamketing) Dreamketing: Dreamketing: Dreamketing: Touching the clients’ dreams. The art of telling stories and entertaining. Dreamketing: Promote the dream, not the product. Dreamketing: Build the brand around the main dream. Build the “buzz,” the “hype,” the “cult.” Source: Gian Luigi Longinotti-Buitoni Up, Up, Up, Up the Value-added Ladder. The Value-added Ladder/ EMOTION Design-driven Spellbinding Experiences Customer Success/Implemented Gamechanging Solutions Services Goods Raw Materials * Psychologists (Degree: Psychology) C *Chief Dream Merchant The Dream Manager — Matthew Kelly “An organization can only become the -best-version-of itself to the extent that the people who drive that organization are striving to become better-versions-of themselves.” “A company’s purpose is to become the best-version-of-itself. The question is: What is an employee’s purpose? Most would say, ‘to help the company achieve its purpose’— but they would be wrong. That is certainly part of the employee’s role, but an employee’s primary purpose is to become the -best version-of-himself or –herself. … When a company forgets that it exists to serve customers, it quickly goes out of business. Our employees are our first customers, and our most important customers.” “ — Branded Nation: The Marketing of Megachurch, College Inc., and Museumworld , James Twitchell “Car designers need to create a story . Every car provides an opportunity to create an … adventure “The Prowler makes you smile . . Why? Because it’s focused . It has a plot , a reason for being, a passion .” Freeman Thomas, co-designer VW Beetle; designer Audi TT Hmmmm(?): “Only” Words … Story Adventure Smile Focus Plot Passion C O* *Chief Storytelling Officer “We are in the twilight of a society based on data. As information and intelligence become the domain of computers, society will place more value on the one human ability that cannot be automated: emotion. Imagination, myth, ritual - the language of emotion - will affect everything from our purchasing decisions to how we work with others. Companies will thrive on the basis of their stories and myths. Companies will need to understand that their products are less important than their stories.” —Rolf Jensen, Copenhagen Institute for Future Studies The Value-added Ladder/ EMOTION Design-driven Spellbinding Experiences Customer Success/Implemented Gamechanging Solutions Services Goods Raw Materials * Anthropology (Degree: Anthropology) EXCELLENCE. VALUE-ADDED LADDER VII. —Kevin Roberts/Saatchi & Saatchi “Brands Are Out of Juice” 1. Brands are worn out from overuse. 2. Brands are no longer mysterious. 3. Brands can’t understand the new consumer. 4. Brands struggle with good old-fashioned competition. 5. Brands have been captured by formula. 6. Brands have been smothered by creeping conservatism. Source: Lovemarks: The Future Beyond Brands, Kevin Roberts Kevin Roberts: ! Brand …………………………………………………. Lovemark Recognized by consumers ………………. Loved by People Generic ………………………………………………… Personal Presents a narrative ………………….. Creates a Love story The promise of quality ……………… A touch of Sensuality Symbolic ………………………………………………….. Iconic Defined ………………………………………………….. Infused Statement ………………………………………………….. Story Defined attributes…..… Wrapped in Mystery Values ………………………………………………………. Spirit Professional …………………………... Passionately Creative Advertising agency ………………………….. Ideas company Source: Kevin Roberts, Lovemarks Up, Up, Up, Up the Value-added Ladder. The Value-added Ladder/ ECSTASY Dreams Come True/ Best Story Wins Spellbinding Experiences/ “Soul” Through Design Customer Success/Implemented Gamechanging Solutions Services Goods Raw Materials * Passion (Degree: ????) C O* *Chief Lovemar k Officer Up, Up, Up, Up the Value-added Ladder. Lovemark Dreams Come True Spellbinding Experiences Gamechanging Solutions Services Goods Raw Materials New (4 of 7) Value-added “Ladder”: Plays to Women’s Inherent Strengths! Lovemark/ F Dreams Come True/ F Spellbinding Experiences/ F Gamechanging Solutions/ F Services/ F-M Goods/ M Raw Materials/ M Note #1: Men: Women: “One thing is certain: Women’s rise to power, which is linked to the increase in wealth per capita, is happening in all domains and at all levels of society. Women are no longer content to provide efficient labor or to be consumers with rising budgets and more autonomy to spend. … This is just the beginning. The phenomenon will only grow as girls prove to be more successful than boys in the school system. For a number of observers, we have already entered ‘the age of ‘womenomics,’ the economy as thought out and practiced by a woman.” —Aude Zieseniss de Thuin, Financial Times, 10.03.2006 Note #2: in the “4 of 7” “new steps” on the Ladder must “look like” the —section title, Branded Nation: The Marketing of Megachurch, College Inc., and Museumworld , James Twitchell VA “Teaching Moment” “ Lovemark Dreams Come True Spellbinding Experiences Gamechanging Solutions Services Goods Raw Materials The greatest danger for most of us is not that our aim is too high and we miss it, but that it is too low and we reach it. Michelangelo “Excellence can be obtained if you: ... care more than others think is wise; ... risk more than others think is safe; ... dream more than others think is practical; ... expect more than others think is possible.” Source: Anon. (Posted @ tompeters.com by K.Sriram, November 27, 2006 1:17 AM) EX AYS -3M’s Innovation Crisis: How Six Sigma Almost Smothered Its Idea Culture
THE ESSENCDE OF EXPERIENCES: BONUS #1
“Forget
China
,
India
and the
Internet
: Economic Growth Is Driven by
Women
.”
“Women are the majority market”
“AS LEADERS, WOMEN RULE:
It’s gotta be a majority …
THE ESSENCE OF EXPERIENCES: BONUS #2
!!!!!!!!!!!!!!!!!
“People turning 50 today have more than half of their adult life ahead of them.”
THE ESSENCDE OF EXPERIENCES: BONUS #3
“How to flush $500,000 down the toilet in one easy lesson!!”
< CAPEX > People!
#1/100
Wegmans
“We are a ‘Life Success’ Company.”
Why in the World did you go to Siberia?
EXCELLENCE. SOUL I.
DESIGN.
“Design is
treated like a religion
BMW.”
Design is the fundamental soul of a man-made creation.”
design
cannot
Period
Bottom Line.
Design “is” … WHAT & WHY I LOVE.
LOVE.
No.1
Ziplocs
Design “is” … WHY I GET MAD.
MAD.
THE DESIGNER OF MY KRUPPS/ CUISINART COFFEE-MAKER. Major Reward!
neutral.
DESIGN is the principal difference between
and hate!*
Better By Design
The Design49
Spellbinding Experiences via “Soul” Through Design*
EXCELLENCE.
SYSTEMS. DESIGN. K.I.S.S.
Weeks
Minutes (!!!!)
Beauty Grace Clarity Simplicity
Work as Art*
DREAM IT.
dreams
We sell
We stand facing the fifth kind of society: the Dream Society.
Dreams Come True*
EXCELLENCE.
SOUL II.
THE STORY.
Storytelling is the core of culture.”
Dreams Come True/Best Story Wins*
ALL YOU NEED IS LOVE.
“Brands have run out of juice. They’re dead.”
Lovemarks
Lovemark*
Ladder.2008: 4 of 7!
Reductionist/ Things
Holistic/ Relationships
The composition of work groups engaged
global market we serve!
EXCELLENCE. DOES MATTER MATTER?
“What Isn’t Matter Is What Matters”
Andy pointed to a molding, about halfway up the wall …”
The Boot … and
Timberland
The Tomato/ Farmer … and
Campbell’s
Ladder.2008: 4 of 7!
CELLENC ALW
.
THE
“VALUE
ADDED
LADDER.”