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Blanchard Summit Keynote on Open Leadership by Charlene Li
 

Blanchard Summit Keynote on Open Leadership by Charlene Li

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Presented at the Blanchard Summit, March 15, 2011

Presented at the Blanchard Summit, March 15, 2011

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Blanchard Summit Keynote on Open Leadership by Charlene Li Blanchard Summit Keynote on Open Leadership by Charlene Li Presentation Transcript

  • Open Leadership: How Social Technology Can Transform How You Lead
    Charlene Li
    Altimeter Group
    March 15, 2011
    Twitter: @charleneli
    1
  • 2
  • OUT ofCONTROL?
    © 2011 Altimeter Group
  • 4
    © 2011 Altimeter Group
  • 5
    © 2011 Altimeter Group
  • It’s about RELATIONSHIPS
    © 2011 Altimeter Group
  • 7
    How to give up control
    but still be in command
    © 2011 Altimeter Group
  • STRATEGY
    LEADERSHIP
    PREPAREDNESS
    © 2011 Altimeter Group
  • STRATEGY
    LEADERSHIP
    PREPAREDNESS
    © 2011 Altimeter Group
  • 10
    Four goals define your Open Strategy
  • Go beyond traditional customer data
    11
    Demographic
    Geographic
    Psychographic
    Behavioral
    Socialgraphic
  • Engagement Pyramid
    12
  • Engagement Pyramid Data
    13
    Source: Global Wave Index Wave 2, Trendstream.net, January 2010
  • Allow all employees to Learn
    14
    What would happen if every employee could learn from customers?
  • How DellOutlet drives sales with Dialog
    15
  • Support can be strategic
    16
  • 17
    Starbucks involved 50 People
    to drive Innovation
    © 2011 Altimeter Group
  • STRATEGY
    LEADERSHIP
    PREPAREDNESS
    © 2011 Altimeter Group
  • STRATEGY
    LEADERSHIP
    PREPAREDNESS
    © 2011 Altimeter Group
  • Open Leadership
    20
    Having the confidence and humility to give up the need to be in control,
    while inspiring commitment from people to accomplish goals
    © 2011 Altimeter Group
  • Traits of Open Leaders
    21
    Authenticity
    Transparency
  • Transparency as an imperative
    22
  • How Best Buy created Open Leaders
    23
    © 2011 Altimeter Group
  • 24
    © 2011 Altimeter Group
  • 25
    © 2011 Altimeter Group
  • STRATEGY
    LEADERSHIP
    PREPAREDNESS
    © 2011 Altimeter Group
  • STRATEGY
    LEADERSHIP
    PREPAREDNESS
    © 2011 Altimeter Group
  • #1 Create a Culture of Sharing
    28
  • #2 Discipline is Needed to Succeed
    29
    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.
    © 2011 Altimeter Group
  • #3 Ask the Right Questions about Value
    30
    “We tend to overvalue the things we can measure, and undervalue the things we cannot.”
    - John Hayes, CMO of American Express
    © 2011 Altimeter Group
  • No relationships are perfect
    Google’s mantra:“Fail fast, fail smart”
    #4 Prepare for Failure
    31
    © 2011 Altimeter Group
  • 32
    Create
    Sandbox
    Covenants
    © 2011 Altimeter Group
  • It’s about RELATIONSHIPS
    © 2011 Altimeter Group
  • 34
    Give Up Control
    AND STILL BE IN COMMAND
    © 2011 Altimeter Group
  • 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
    © 2011 Altimeter Group