[Applause] [Music] in 1980 most of you won't remember this Tom Peters uh wrote a book and it was the first major book that started saying customer customer custom based on Empirical research about what made great companies over time and uh by uh the mid1 1980s you were getting more and more literature on this uh and uh by today there's a ton and what's interesting is even though a few of those Airlines did come up in terms of their customer orientation most have not and if you go and look at most Industries we have made progress
there's no question since 1980 but as I travel around the world it's amazing how many companies come to me and say we need to change and the CEO just last week one said to me uh we've got to be more externally oriented on the customer so for 26 years we've had this blast of information about this and we still have the problem and that's what I want to talk about today why things haven't changed as much as we would like I want to hear one idea at a time believe it or not you're going to
raise your hand I'll go out you don't need microphones I'll just uh broadcast everybody else what you're saying one idea at a time about whether they're going to make the big leap because they need trust me lots of change and win or lose and specifically what you saw there what are the hints that lead you to that conclusion now this is awkward to get going with but I've noticed a striking pattern as I've done things like this uh around the world and that is under these circumstances great leaders raise their hands the power of tradition
is huge and if you don't somehow get it ground into something like the culture it is amazing how it can kind of slide back and slide back and that's the last step in these uh in these stories urgency urgency let's move let's take it there's some new stuff let's see if we can process it but it's no good boom let's move on let's move on let's move on that's how those guys were making a huge leap
