Ace Hardware Georgia World Congress Center 7 April 2000.
-
Upload
cuthbert-mckenzie -
Category
Documents
-
view
217 -
download
0
Transcript of Ace Hardware Georgia World Congress Center 7 April 2000.
![Page 1: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/1.jpg)
Ace Hardware
Georgia World Congress Center
7 April 2000
![Page 2: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/2.jpg)
“It means nothing less than the total
reinvention of this company.”
![Page 3: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/3.jpg)
Jacques’ New New Ford
Ford + MSN CarPointFord + Yahoo!Ford + Oracle
Ford + HP/MCIWorldcomEtc.Etc.
![Page 4: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/4.jpg)
Brand Inside
Brand Org!
![Page 5: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/5.jpg)
RR on Sara Lee
“The most profitable businesses in the future will act as knowledge brokers, linking insights into what’s available
with insights into the customer’s individual needs
and preferences.”
![Page 6: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/6.jpg)
“We want to be the air traffic controllers
of electrons.”Bob Nardelli,
GE Power Systems
![Page 7: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/7.jpg)
“UPS used to be a trucking company with technology.
Now it’s a technology company with trucks.”
Forbes (1-00), on UPS’s $11B spent on IS in the 90s; UPS was Forbes’ “Company of the
Year”
![Page 8: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/8.jpg)
Brand Inside
Brand Work!
![Page 9: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/9.jpg)
“Reward excellent failures. Punish
mediocre successes.”
Phil Daniels, Sydney exec
![Page 10: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/10.jpg)
“Every project we take on starts with a question:
How can we do what’s never been done
before?”Stuart Hornery, CEO, Lend Lease
![Page 11: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/11.jpg)
“You really got to me. So many of our information technology projects take on a life of their own, and I know they’ll never end up as more than ‘mediocre successes.’ ”
CEO, F100 financial services company (10-98)
![Page 12: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/12.jpg)
The greatest dangerfor most of us
is not that our aim istoo high
and we miss it,but that it is
too lowand we reach it.
Michelangelo
![Page 13: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/13.jpg)
Brand Inside
Brand Talent!
![Page 14: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/14.jpg)
Issue Y2K
The Great War for Talent!
![Page 15: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/15.jpg)
There is no “talent shortage” …
if …
you are a GPTW*
*Great Place To Work
![Page 16: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/16.jpg)
Self-control = Engagement = Effectiveness*
* “How Pilots Fly the Plane Varies a Lot from Airline to Airline” (WSJ/031400);
PD on mbo
![Page 17: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/17.jpg)
H.R. to H.E.D. ???
HumanEnablement Department
![Page 18: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/18.jpg)
Brand Outside
Context:
No “Commodities”!
![Page 19: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/19.jpg)
Quality Not Enough!
“While everything may be better, it is also increasingly
the same.”
Paul Goldberger on retail, “The Sameness of Things,” The New York Times
![Page 20: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/20.jpg)
“The ‘surplus society’ has a surplus of similar companies, employing similar
people, with similar educational backgrounds, working in similar jobs,
coming up with similar ideas, producing similar things, with similar
prices and similar quality.”
Kjell Nordstrom and Jonas Ridderstrale, Funky Business
![Page 21: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/21.jpg)
The “10X/10X Phenomenon”
10 Times Better/
10 Times Less Different
![Page 22: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/22.jpg)
“When we did it ‘right’ it was still pretty
ordinary.”
Barry Gibbons on
“Nightmare No. 1”
![Page 23: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/23.jpg)
Brand Outside
Strategy 1:
Use E-Commerce
to Re-invent the Business!
![Page 24: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/24.jpg)
Dell’s Web sales … daily ?
![Page 25: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/25.jpg)
$35,000,000.
![Page 26: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/26.jpg)
I-24 to 1-28: BizRate.com Online Shopping Index [Consumer Goods]
52 Weeks: +622%
Source: The Industry Standard/02-00
![Page 27: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/27.jpg)
“In the network economy, the Website becomes the company’s 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
![Page 28: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/28.jpg)
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
![Page 29: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/29.jpg)
Shop in your Underwear
Source: SM’d logo for www.ae.comae = American Eagle Outfitters
![Page 30: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/30.jpg)
Anne Busquet/ American Express
Not: “Age of the Internet”
Is: “Age of Customer Control”
![Page 31: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/31.jpg)
B2B
1999 – 2004: 50X
2004: $7.4Source: GartnerGroup (per Reuters 1-26-00)
T
![Page 32: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/32.jpg)
GM/Ford/DaimlerChrysler (02-27)
Auto parts supply “Co.”$240B (+$500B)
I.P.O.
![Page 33: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/33.jpg)
W.W. Grainger*
2X phone/fax
*$220B “MRO” market (per Business 2.0/02-00)
![Page 34: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/34.jpg)
“Where does the Internet rank in priority?
It’s No. 1, 2, 3, and 4.” Jack Welch
![Page 35: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/35.jpg)
There are 2 Kinds of …
Defense*
vs.
Offense**
*Fend off upstarts.**Reinvent our marketspace!
![Page 36: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/36.jpg)
Getting Right Down to Brass Tacks …
Bricks & Mortar?
Clicks & Mortar?
All Clicks All the time?
![Page 37: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/37.jpg)
#1: ANY IDIOT WHO THINKS CONSUMERS ARE GOING
TO GIVE UP THE IN-STORE SHOPPING
EXPERIENCE FOR THE INTERNET IS JUST THAT.
AN IDIOT.
![Page 38: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/38.jpg)
#2: ANY IDIOT WHO THINKS WE ARE STILL GOING TO
BE HANGING OUT IN STORES 15 YEARS FROM
NOW IS JUST THAT. AN IDIOT.
![Page 39: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/39.jpg)
TP: ANY IDIOT WHO THINKS THEY KNOW WHICH ONE
OF THE ABOVE TWO STATEMENTS IS TRUE IS THE BIGGEST IDIOT
OF ALL.
![Page 40: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/40.jpg)
No Room for “Competent”* Sorts
Beer WholesalersPersonal Trainers [FitLinxx]
Financial PlannersCar Dealers
* LVA, “M”VA … vs. HVA [Web-enhanced]
![Page 41: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/41.jpg)
Brand Outside
Strategy 2:
Women Rule!
![Page 42: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/42.jpg)
?????????
Home Furnishings … 94%Vacations … 92%
Houses … 91%Bank Account … 89%
Health Care … 75%Etc.
![Page 43: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/43.jpg)
48% working wives > 50%80% checks
61% bills53% stock (mutual fund boom)
43% > $500K95% financial decisions/
29% single handed
![Page 44: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/44.jpg)
Women … 49% of Web users; 6 of 10 new users; 83% of wired women are primary decision makers for family healthcare,
finances, education.
Source: Business Week (11-99)
![Page 45: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/45.jpg)
$3.3T + $1.5T = $4.8T9M/27.5M/$3.6T
![Page 46: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/46.jpg)
Yeow!
1970 … 1%
2000 … 50%
![Page 47: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/47.jpg)
OPPORTUNITY
NO. 1!
![Page 48: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/48.jpg)
Carol Gilligan/ In a Different Voice
Men: Get away from authority, familyWomen: Connect
Men: Self-orientedWomen: Other-oriented
Men: RightsWomen: Responsibilities
![Page 49: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/49.jpg)
FemaleThink/ Popcorn
“Men and women don’t think the same way, don’t communicate the same
way, don’t buy for the same reasons.
“He simply wants the transaction to take place. She’s interested in creating a relationship. Every place women go,
they make connections.”
![Page 50: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/50.jpg)
How Many Gigs You Got, Man?
“Hard to believe … Different criteria”
“Every research study we’ve done indicates that women really care about the relationship with their
vendor.”
Robin Sternbergh/ IBM
![Page 51: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/51.jpg)
Marketing to Women: Help Them Save Time!
80% … work86% … cook
58% … run errands with kids38% … take child to school
21% … go to the gym21% … take outside classes
![Page 52: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/52.jpg)
27 March 2000: email to TP from Shelley Rae Norbeck
“I make 1/3rd more money than my husband does. I have as much financial
‘pull’ in the relationship as he does. I’d say this is also true of most of my women
friends. Someone should wake up, smell the coffee and kiss our asses long enough
to sell us something! We have money to
spend and nobody wants it!”
![Page 53: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/53.jpg)
Speaking of Enormous
[Missed] [Huge] Opportunities ...
![Page 54: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/54.jpg)
74/55
“At each stage of their lives, the needs and desires of the baby
boomers have become the dominant concerns of American business and popular culture. If you can anticipate
the movement of the baby-boom generation’s life-span migration, you
can see the future.”Ken Dychtwald, Age Wave
![Page 55: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/55.jpg)
Aging/“Elderly”
2X growth rate$$$$$$$$$$$$
“I’m in charge!”
Good source: Ken Dychtwald, Age Wave
![Page 56: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/56.jpg)
Priorities: Aging/“Elderly”
Experiences … Convenience … Comfort
… Access … Respect!
![Page 57: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/57.jpg)
Brand Outside
Strategy 3:
It’s the Experience!
![Page 58: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/58.jpg)
“Experiences are as distinct from services as services are from
goods.”Joseph Pine & James Gilmore, The
Experience Economy: Work Is Theatre & Every Business a Stage
![Page 59: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/59.jpg)
“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
![Page 60: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/60.jpg)
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
![Page 61: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/61.jpg)
Marketing Aesthetics
“managing aesthetics experiences” … “aesthetics strategy” … “marketing of sensory experiences that contribute
to the organization’s or brand’s identity” … “mapping strategic vision
to sensory stimuli”
Source: Marketing Aesthetics, Bernd Schmitt & Alexander Simonson
![Page 62: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/62.jpg)
Look + Feel + Taste + Touch + Sound + Smell +
Texture + Color + Typeface + Etc. = EXPERIENCE*
* Bernd Schmitt & Alexander Simonson, Marketing Aesthetics
![Page 63: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/63.jpg)
“Experience”/ Marketing Aesthetics/
Design =
P.O.V., not P.O.P.
![Page 64: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/64.jpg)
Brand Outside
BRAND POWER!
![Page 65: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/65.jpg)
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]
![Page 66: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/66.jpg)
Brand = You Must Care!
“Success means never letting the competition define you. Instead you have to define
yourself based on a point of view you care deeply about.”
Tom Chappell, Tom’s of Maine
![Page 67: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/67.jpg)
“In the funky village, real competition no longer revolves
around marketshare. We are competing for attention –
mindshare and heartshare.”Kjell Nordstrom and Jonas Ridderstrale,
Funky Business
![Page 68: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/68.jpg)
Brand Leadership
Lead Out Loud!
![Page 69: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/69.jpg)
Brand Leadership!
“A key – perhaps the key – to leadership is the effective
communication of a story.”
Howard Gardner Leading Minds: An Anatomy of Leadership
![Page 70: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/70.jpg)
Ann Richards’ Dogma
Show up!
Know your message!
PUT YOURSELF AT RISK EVERY DAY!
![Page 71: Ace Hardware Georgia World Congress Center 7 April 2000.](https://reader034.fdocuments.us/reader034/viewer/2022051416/56649e615503460f94b5d3f1/html5/thumbnails/71.jpg)
Brand Leadership:ENTHUSIASM RULES!
“I am a dispenser of enthusiasm.”/ Ben
Zander