Page 289 - The New Gold Standard

Notes
176–177 “‘Consumers are becoming more privacy and security savvy.
They are increasingly reluctant to share personal information. Most
will only share once they see a clear benefit, and then many still only
share reluctantly’”: Melody Vargas, “The Value of Privacy,” Part 2 in
a Series on “Loyalty Retailing,” About.com: Retail Industry.

Chapter 9. Turn Wow into Action
191 “The author of The Leader’s Guide to Storytelling: Mastering the Art
and Discipline of Business Narrative, Denning suggests that ‘although
good business cases are developed through the use of numbers, they
are typically approved on the basis of a story—that is, a narrative
that links a set of events in some kind of causal sequence. Story-
telling can translate those dry and abstract numbers into compelling
pictures of a leader’s goals’”: Stephen Denning, The Leader’s Guide
to Storytelling: Mastering the Art and Discipline of Business Narrative,
(Jossey-Bass, An Imprint of Wiley, San Francisco, Calif., 2005).
191 “Similarly, Noel M. Tichy indicates in The Leadership Engine: How
Winning Companies Build Leaders at Every Level that ‘the best way
to get humans to venture into unknown terrain is to make that ter-
rain familiar and desirable by taking them there first in their imagi-
nations’”: Noel M. Tichy with Eli B. Cohen, The Leadership Engine:
How Winning Companies Build Leaders at Every Level (Harper-
Collins, New York, 1997).
Chapter 10. Aspire, Achieve, Teach
207 “Based on customers’ perception and knowledge of your brand,
there are certain types of products that they would expect you to sell.
These are products that fit well with your brand. Products that . . .
are natural extensions of the expertise or information you already
provide. . . . Likewise, there are many products that they want and
need, but for various reasons don’t expect to get—or don’t want to
get—from your brand’”: Kathryn Fry-Ramsdell, “Researching Your
Way to Winning Brand Extensions,” Circulation Management, No-
vember 2000.
211 “While brand consultants such as Alycia de Mesa talk about the
‘elasticity’ of a brand (how far a company can stretch its diversity of
offerings before customers reject the products), leadership at the
Ritz-Carlton is more focused on how brand extensions can strengthen
one another”: Alycia de Mesa, “How Far Can a Brand Stretch?”
brandchannel.com, February 23, 2004.
214 “‘There is much to recommend Ritz-Carlton as the No. 1 company
on this year’sTraining Top125 list: the fact that it invests a whopping

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