Blanchard Summit Keynote on Open Leadership by Charlene Li

Open Leadership: How Social Technology Can Transform How You Lead
Charlene Li
Altimeter Group
March 15, 2011
Twitter: @charleneli
1

OUT ofCONTROL?
© 2011 Altimeter Group

4

5

It’s about RELATIONSHIPS

7
How to give up control
but still be in command

STRATEGY
LEADERSHIP
PREPAREDNESS

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

STRATEGY
LEADERSHIP
PREPAREDNESS

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

Traits of Open Leaders
21
Authenticity
Transparency

Transparency as an imperative
22

How Best Buy created Open Leaders
23

24

25

STRATEGY
LEADERSHIP
PREPAREDNESS

#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.

#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

No relationships are perfect
Google’s mantra:“Fail fast, fail smart”
#4 Prepare for Failure
31

32
Create
Sandbox
Covenants

It’s about RELATIONSHIPS

34
Give Up Control
AND STILL BE IN COMMAND

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

Blanchard Summit Keynote on Open Leadership by Charlene Li

by Charlene Li on Mar 27, 2011

Accessibility

Categories

Upload Details

Usage Rights

2 Embeds 26

Statistics

Blanchard Summit Keynote on Open Leadership by Charlene Li Presentation Transcript

http://www.digitalmarketinglab.it	25
http://www.linkedin.com	1