Presentation to Alliance of CEOs, San Francisco, February 11, 2011

1. Open Leadership: How Social Technology Can Transform How You Lead Charlene Li Altimeter Group February 11, 2011 Twitter: @charleneli 1

3. OUT ofCONTROL? © 2010 Altimeter Group

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6. It’s about RELATIONSHIPS © 2010 Altimeter Group

7. How to give up control but still be in command © 2010 Altimeter Group

8. STRATEGY LEADERSHIP PREPAREDNESS © 2010 Altimeter Group

9. STRATEGY LEADERSHIP PREPAREDNESS © 2010 Altimeter Group

10. How Best Buy Created a Social Strategy © 2010 Altimeter Group

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13. STRATEGY LEADERSHIP PREPAREDNESS © 2010 Altimeter Group

14. STRATEGY LEADERSHIP PREPAREDNESS © 2010 Altimeter Group

15. Rethinking LEADERSHIP © 2010 Altimeter Group

16. The Salesforce “Chatter-ati” © 2010 Altimeter Group

17. “You can imagine the Chatterati creating as much value as an SVP in the organization by sharing their institutional knowledge and expertise - and we should look at compensation structures with that in mind.” - Marc Benioff, CEO of Salesforce.com © 2010 Altimeter Group

18. STRATEGY LEADERSHIP PREPAREDNESS © 2010 Altimeter Group

19. STRATEGY LEADERSHIP PREPAREDNESS © 2010 Altimeter Group

20. Be PREPARED © 2010 Altimeter Group

21. Starbucks involved 50 People around the organization From the Start © 2010 Altimeter Group

22. Discipline is Needed to Succeed Take reasonable action to fix issue and let customer know action taken Negative Positive Yes Yes No Assess the message Evaluate the purpose Do you want to respond? Does customer need/deserve more info? Unhappy Customer? No Response Yes Are the facts correct? Gently correct the facts Yes No No No Can you add value? DedicatedComplainer? Are the facts correct? Yes Yes No No Yes Respond in kind & share Thank the person Comedian Want-to-Be? Explain what is being done to correct the issue. Is the problem being fixed? Yes No Yes Adapted from US Air Force Comment Policy Let post stand and monitor. © 2010 Altimeter Group

23. Ask the Right Questions as a Leader “We tend to overvalue the things we can measure, and undervalue the things we cannot.” - John Hayes, CMO of American Express © 2010 Altimeter Group

24. No relationships are perfect Google’s mantra:“Fail fast, fail smart” Prepare for Failure © 2010 Altimeter Group

25. Create Sandbox Covenants © 2010 Altimeter Group

26. Give Up Control AND STILL BE IN COMMAND © 2010 Altimeter Group

27. Charlene Li charlene@altimetergroup.com charleneli.com/blog Twitter: charleneli For slides, send an email to slides@altimetergroup.com For more information & to buy the book visit open-leadership.com © 2010 Altimeter Group