Know: ‘timing is everything.’

partner, 150
Vendors, 154–156
Venture capital, 94
Vertical organizations, 130
Viagra, 9, 126, 146
Videoconferencing, 16
Vigilant consumers, 29
Virgin Atlantic Airways, 125
Virgin brand, 10, 12, 26
Virtual organizations, 132
Vision, importance of, 95, 112
Volvo, 135, 138
Index
205

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Walgreen, Charles R., III, 95
Walgreen Co., 95
Wal-Mart, 22, 71, 81, 84, 93, 129, 132,
137, 144, 149
Walton, Sam, 59–60, 168
Wanamaker, John, 4
Warehouse withdrawals, 115
Warehousing, competition and, 23
Waterman, Bob, 21
Watson, Thomas J., 67
Wealth creation, 147
Web sites, benefits of, 94, 156
Welch, Jack, 16–17, 38, 59, 67, 72, 92, 96,
133, 148, 183
Western Union, 17
When Giants Learn to Dance (Kanter), 129
Whirlpool, 116
Why We Buy (Underhill), 115
Wiersema, Fred, 21, 136
Wilson, Earl, 127
Winnebago Industries, 151
Wise, Richard, 73
Word-of-mouth campaigns, 185–186
Working capital, 81, 101
Wrigley, 44
Xerox, 12, 31, 74, 127
Zagat, 186
Zaltman, Gerald, 117
Zaltman Metaphor Elicitation Technique
(ZMET), 117–118
Zero customer feedback time, 144
Zero defects, 145
Zero inventory, 145
Zero product improvement time, 
144
Zero-sum thinking, 142
Zest, 187
Zyman, Sergio, 7
206
Index