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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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  • Define how open well.
  • Transcript

    • 1. Open Leadership: How Social Technology Can Transform How You Lead
      Charlene Li
      Altimeter Group
      March 15, 2011
      Twitter: @charleneli
      1
    • 2. 2
    • 3. OUT ofCONTROL?
      © 2011 Altimeter Group
    • 4. 4
      © 2011 Altimeter Group
    • 5. 5
      © 2011 Altimeter Group
    • 6. It’s about RELATIONSHIPS
      © 2011 Altimeter Group
    • 7. 7
      How to give up control
      but still be in command
      © 2011 Altimeter Group
    • 8. STRATEGY
      LEADERSHIP
      PREPAREDNESS
      © 2011 Altimeter Group
    • 9. STRATEGY
      LEADERSHIP
      PREPAREDNESS
      © 2011 Altimeter Group
    • 10. 10
      Four goals define your Open Strategy
    • 11. Go beyond traditional customer data
      11
      Demographic
      Geographic
      Psychographic
      Behavioral
      Socialgraphic
    • 12. Engagement Pyramid
      12
    • 13. Engagement Pyramid Data
      13
      Source: Global Wave Index Wave 2, Trendstream.net, January 2010
    • 14. Allow all employees to Learn
      14
      What would happen if every employee could learn from customers?
    • 15. How DellOutlet drives sales with Dialog
      15
    • 16. Support can be strategic
      16
    • 17. 17
      Starbucks involved 50 People
      to drive Innovation
      © 2011 Altimeter Group
    • 18. STRATEGY
      LEADERSHIP
      PREPAREDNESS
      © 2011 Altimeter Group
    • 19. STRATEGY
      LEADERSHIP
      PREPAREDNESS
      © 2011 Altimeter Group
    • 20. 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
    • 21. Traits of Open Leaders
      21
      Authenticity
      Transparency
    • 22. Transparency as an imperative
      22
    • 23. How Best Buy created Open Leaders
      23
      © 2011 Altimeter Group
    • 24. 24
      © 2011 Altimeter Group
    • 25. 25
      © 2011 Altimeter Group
    • 26. STRATEGY
      LEADERSHIP
      PREPAREDNESS
      © 2011 Altimeter Group
    • 27. STRATEGY
      LEADERSHIP
      PREPAREDNESS
      © 2011 Altimeter Group
    • 28. #1 Create a Culture of Sharing
      28
    • 29. #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
    • 30. #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
    • 31. No relationships are perfect
      Google’s mantra:“Fail fast, fail smart”
      #4 Prepare for Failure
      31
      © 2011 Altimeter Group
    • 32. 32
      Create
      Sandbox
      Covenants
      © 2011 Altimeter Group
    • 33. It’s about RELATIONSHIPS
      © 2011 Altimeter Group
    • 34. 34
      Give Up Control
      AND STILL BE IN COMMAND
      © 2011 Altimeter Group
    • 35. 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

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