Seminar Y2K Brand Everything : Distinct or Extinct
Microsoft = R.O.W. Microsoft > GM + Ford + Boeing + Lockheed Martin + Deere + Caterpillar + USX + Weyerhauser + Union Pacific + Kodak + Sears + Marriott + Safeway + Kellogg Source: Business Week data through 5-99
Microsoft = R.O.W. (II) Microsoft > GM + Ford + Boeing + Lockheed Martin + Deere + Caterpillar + USX + Weyerhauser + Union Pacific + Kodak + Sears + Marriott + Safeway + Kellogg + McDonalds + Bank One + General Mills + American Airlines + United Airlines + + Delta Air Lines + US Airways + Quaker Oats Source: Yastrow Marketing (through 11-23-99)
No Wiggle Room! Incrementalism is innovations worst enemy. Nicholas Negroponte
Just Say No … I dont intend to be known as the King of the Tinkerers. CEO, large financial services company (New York, 5-99)
Reward excellent failures. Punish mediocre successes. Phil Daniels, exec, Sydney
But Does It Matter???? On time, on budget … who cares? anon. seminar participant (4/99)
You really got to me. So many of our information technology projects take on a life of their own, and I know theyll never end up as more than mediocre successes. CEO, F100 financial services company (10-98)
DISTINCT … OR EXTINCT!If there is nothing very special about your work, no matter how hard you apply yourself, you wont get noticed and that increasingly means you wont get paid much, either. Michael Goldhaber, Wired
If one quarter cant make the journey, thats the way it has to be. Carly Fiorina (1-00/Forbes)
Personal Brand Equity –I am known for … –My current Project is challenging me … –New things Ive learned in the last 90 days include … –My public recognition program consists of … –Additions to my Rolodex include … –My resume is different from last years at this time …
Quality Not Enough! Quality as defined by few defects is becoming the price of entry for automotive marketers rather than a competitive advantage. J.D. Power
Whats Special? Customers will try low cost providers because the Majors have not given them any clear reason not to. Leading Insurance Industry Analyst (10-98)
We make over three new product announcements a day. Can you remember them? Our customers cant! Carly Fiorina
The 10X/10X Phenomenon 10 Times Better/ 10 Times Less Different
When we did it right it was still pretty ordinary. Barry Gibbons on Nightmare No. 1
The surplus society has a surplus of similar companies, employing similar people, with similar educational backgrounds, coming up with similar ideas, producing similar things, with similar prices, warranties and quality. Kjell Nordstrom and Jonas Ridderstrale, Funky Business
Pretzel Crumb-less-ness Plus … The Ritz Carlton Experience enlivens the senses, instills well-being and fulfills even the unexpressed wishes and needs of the guest. from the Ritz Carlton Credo
Context: No to inevitable commoditization S1: Lead the Customer! S2: Master E-Commerce! S3: Women Rule! (and the elderly) S4: Design Rules! (too) S5: Its the Experience! Bottom Line: Glorious Age of the BRAND!
The customer is a rear view mirror, not a guide to the future. George Colony, Forrester Research If you worship at the throne of the voice of the customer, youll get only incremental advances. Joseph Morone, President, Bentley College
Wealth in this new regime flows directly from innovation, not optimization. That is, wealth is not gained by perfecting the known, but by imperfectly seizing the unknown. Kevin Kelly, New Rules for the New Economy
customer satisfaction to customer success / see through accountability [e.g.: commissioning of plant, not delivery of equipment] Source: GE Power Systems
Amen!The Age of the Never Satisfied Customer Regis McKenna
Tomorrow Today: Cisco! $7B of $10B Save $500M (service and tech support) C.Sat E >> C.Sat H Customer Engineer Chat Rooms ($1B?)
Worlds Largest Extranet! ANX/ Automotive Network Exchange/ Data tone for the auto industry Source: Philip Evans and Thomas Wurster, Blown to Bits
Welcome to D.I.Y. Nation! Changes in business processes will emphasize self service. Your costs as a business go down and perceived service goes up because customers are conducting it themselves. Ray Lane, Oracle
Anne Busquet/ American Express Not: Age of the Internet Is: Age of the Customer/ The Customer Is in Control
Where does the Internet rank in priority? Its No. 1, 2, 3, and 4. Jack Welch
There are 2 Kinds of … Defense* vs. Offense** *Fend off upstarts. ** Reinvent our marketspace!
In the network economy, the Website becomes the companys primary interface to the customer. The user interface becomes the marketing materials, store front, store interior, sales staff and post- sales support all rolled into one. Jakob Nielsen, Designing Web Usability
Web Strategy: GE Power Systems Launch and Learn/ 4 sites in 30 days/ Hire the best: Silicon Valley location
FemaleThink/ Popcorn Men and women dont think the same way, dont communicate the same way, dont buy for the same reasons.... He simply wants the transaction to take place. Shes interested in creating a relationship. Every place women go, they make connections.
Not a Morality Play! It is critical that we all understand that IBM is not marketing to women entrepreneurs because it is the thing to do, or even the right thing to do. We are marketing to women entrepreneurs because it is a huge opportunity. Cherie Piebes
Susan Sargent Designs: PLEASE COMPLAIN! Thanks for your order! We dearly want everything to go p-e-r-f-e-c-t-l-y! If the order was late. Or wrong. Or if any of the goods are damaged in the slightest. Or if youre just having a lousy day and want to unload on someone … Call our Customer Care Hotline!
Beauty Contest! 1. Pick one form/ document: invoice, airbill, sick leave policy, returns claim form. 2. Rate it on a 1 to 10 scale (1 = Awful; 10 = Scintillating) on three dimensions: Beauty, Grace, Clarity. 3. Repeat … every 15 days.
Experiences are as distinct from services as services are from goods. Joseph Pine & James Gilmore, The Experience Economy: Work Is Theater & Every Business a Stage
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 thats not work or home. Its the place our customers come for refuge. Nancy Orsolini, District Manager
Safe, On Time and … We defined personality as a market niche. We seek to amuse, to surprise, to entertain. Herb Kelleher, Main Man, LUV Airlines
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
Experiencing Oxymoron: Respect from an Airline! I can cope with delays. I can not cope with lies … especially Sins of Omission. IT IS DISRESPECTFUL TO ME AS A HUMAN BEING!
Brand It! Now, More Than Ever! The increasing difficulty in differentiating between products and the speed with which competitors take up innovations will assist in the rise and rise of the brand. Gillian Law and Nick Grant, Management [New Zealand]
No Room for Brands? Nike Saturn CNN America Online Charles Schwab Starbucks The Gap Intel Etc.
Brand = Trust! Most buyers do not have a clue whether anybody else makes a better microprocessor, but Intel Inside has become a trust mark - a trademark that consumers put their faith in. The Economist
Corporate Religion is a completely new way of thinking about companies. Today, the product is still the main communication highway in the company. When companies make the shift to selling solutions, brands and attitudes, communicating the companys attitudes and values becomes the decisive parameter for success. It demands that you find out who you are as a company. Jesper Kunde, Corporate Religion
Calling the Corporate Shrink! Organizational Psychotherapy/ WHO WE ARE!
FedEx is a collection of marketers with trucks and planes, while UPS is industrial engineers with a collection of truck and planes. Brian Clancy/ Forbes (1-00)
Brand = Special = Passion = Connection = Caring* * (Way) beyond market research