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Open Leadership: How Social Technology Can Transform How You Lead<br />Charlene Li<br />Altimeter Group<br />March 15, 201...
2<br />
OUT ofCONTROL?<br />© 2011 Altimeter Group<br />
4<br />© 2011 Altimeter Group<br />
5<br />© 2011 Altimeter Group<br />
It’s about RELATIONSHIPS<br />© 2011 Altimeter Group<br />
7<br />How to give up control<br />but still be in command<br />© 2011 Altimeter Group<br />
STRATEGY<br />LEADERSHIP	<br />PREPAREDNESS<br />© 2011 Altimeter Group<br />
STRATEGY<br />LEADERSHIP	<br />PREPAREDNESS<br />© 2011 Altimeter Group<br />
10<br />Four goals define your Open Strategy<br />
Go beyond traditional customer data<br />11<br />Demographic<br />Geographic<br />Psychographic<br />Behavioral<br />Socia...
Engagement Pyramid<br />12<br />
Engagement Pyramid Data<br />13<br />Source: Global Wave Index Wave 2, Trendstream.net, January 2010<br />
Allow all employees to Learn<br />14<br />What would happen if every employee could learn from customers?<br />
How DellOutlet drives sales with Dialog<br />15<br />
Support can be strategic<br />16<br />
17<br />Starbucks involved 50 People<br />to drive Innovation<br />© 2011 Altimeter Group<br />
STRATEGY<br />LEADERSHIP	<br />PREPAREDNESS<br />© 2011 Altimeter Group<br />
STRATEGY<br />LEADERSHIP	<br />PREPAREDNESS<br />© 2011 Altimeter Group<br />
Open Leadership<br />20<br />Having the confidence and humility to give up the need to be in control,<br />while inspiring...
Traits of Open Leaders<br />21<br />Authenticity<br />Transparency<br />
Transparency as an imperative<br />22<br />
How Best Buy created Open Leaders<br />23<br />© 2011 Altimeter Group<br />
24<br />© 2011 Altimeter Group<br />
25<br />© 2011 Altimeter Group<br />
STRATEGY<br />LEADERSHIP	<br />PREPAREDNESS<br />© 2011 Altimeter Group<br />
STRATEGY<br />LEADERSHIP	<br />PREPAREDNESS<br />© 2011 Altimeter Group<br />
#1 Create a Culture of Sharing<br />28<br />
#2 Discipline is Needed to Succeed<br />29<br />Take reasonable action to fix issue and let customer know action taken<br ...
#3 Ask the Right Questions about Value<br />30<br />“We tend to overvalue the things we can measure, and undervalue the th...
No relationships are perfect<br />Google’s mantra:“Fail fast, fail smart”<br />#4 Prepare for Failure<br />31<br />© 2011 ...
32<br />Create <br />Sandbox <br />Covenants<br />© 2011 Altimeter Group<br />
It’s about RELATIONSHIPS<br />© 2011 Altimeter Group<br />
34<br />Give Up Control<br />AND STILL BE IN COMMAND<br />© 2011 Altimeter Group<br />
Charlene Li<br />charlene@altimetergroup.com<br />charleneli.com/blog<br />Twitter: charleneli<br />For slides, send an em...
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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

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Transcript of "Blanchard Summit Keynote on Open Leadership by Charlene Li"

  1. 1. Open Leadership: How Social Technology Can Transform How You Lead<br />Charlene Li<br />Altimeter Group<br />March 15, 2011<br />Twitter: @charleneli<br />1<br />
  2. 2. 2<br />
  3. 3. OUT ofCONTROL?<br />© 2011 Altimeter Group<br />
  4. 4. 4<br />© 2011 Altimeter Group<br />
  5. 5. 5<br />© 2011 Altimeter Group<br />
  6. 6. It’s about RELATIONSHIPS<br />© 2011 Altimeter Group<br />
  7. 7. 7<br />How to give up control<br />but still be in command<br />© 2011 Altimeter Group<br />
  8. 8. STRATEGY<br />LEADERSHIP <br />PREPAREDNESS<br />© 2011 Altimeter Group<br />
  9. 9. STRATEGY<br />LEADERSHIP <br />PREPAREDNESS<br />© 2011 Altimeter Group<br />
  10. 10. 10<br />Four goals define your Open Strategy<br />
  11. 11. Go beyond traditional customer data<br />11<br />Demographic<br />Geographic<br />Psychographic<br />Behavioral<br />Socialgraphic<br />
  12. 12. Engagement Pyramid<br />12<br />
  13. 13. Engagement Pyramid Data<br />13<br />Source: Global Wave Index Wave 2, Trendstream.net, January 2010<br />
  14. 14. Allow all employees to Learn<br />14<br />What would happen if every employee could learn from customers?<br />
  15. 15. How DellOutlet drives sales with Dialog<br />15<br />
  16. 16. Support can be strategic<br />16<br />
  17. 17. 17<br />Starbucks involved 50 People<br />to drive Innovation<br />© 2011 Altimeter Group<br />
  18. 18. STRATEGY<br />LEADERSHIP <br />PREPAREDNESS<br />© 2011 Altimeter Group<br />
  19. 19. STRATEGY<br />LEADERSHIP <br />PREPAREDNESS<br />© 2011 Altimeter Group<br />
  20. 20. Open Leadership<br />20<br />Having the confidence and humility to give up the need to be in control,<br />while inspiring commitment from people to accomplish goals<br />© 2011 Altimeter Group<br />
  21. 21. Traits of Open Leaders<br />21<br />Authenticity<br />Transparency<br />
  22. 22. Transparency as an imperative<br />22<br />
  23. 23. How Best Buy created Open Leaders<br />23<br />© 2011 Altimeter Group<br />
  24. 24. 24<br />© 2011 Altimeter Group<br />
  25. 25. 25<br />© 2011 Altimeter Group<br />
  26. 26. STRATEGY<br />LEADERSHIP <br />PREPAREDNESS<br />© 2011 Altimeter Group<br />
  27. 27. STRATEGY<br />LEADERSHIP <br />PREPAREDNESS<br />© 2011 Altimeter Group<br />
  28. 28. #1 Create a Culture of Sharing<br />28<br />
  29. 29. #2 Discipline is Needed to Succeed<br />29<br />Take reasonable action to fix issue and let customer know action taken<br />Negative<br />Positive<br />Yes<br />Yes<br />No<br />Assess the message<br />Evaluate the purpose<br />Do you want to respond?<br />Does customer need/deserve more info?<br />Unhappy Customer?<br />No Response<br />Yes<br />Are the facts correct?<br />Gently correct the facts<br />Yes<br />No<br />No<br />No<br />Can you add value?<br />DedicatedComplainer?<br />Are the facts correct?<br />Yes<br />Yes<br />No<br />No<br />Yes<br />Respond in kind & share<br />Thank the person<br />Comedian Want-to-Be?<br />Explain what is being done to correct the issue.<br />Is the problem being fixed?<br />Yes<br />No<br />Yes<br />Adapted from US Air Force Comment Policy<br />Let post stand and monitor.<br />© 2011 Altimeter Group<br />
  30. 30. #3 Ask the Right Questions about Value<br />30<br />“We tend to overvalue the things we can measure, and undervalue the things we cannot.” <br /> - John Hayes, CMO of American Express<br />© 2011 Altimeter Group<br />
  31. 31. No relationships are perfect<br />Google’s mantra:“Fail fast, fail smart”<br />#4 Prepare for Failure<br />31<br />© 2011 Altimeter Group<br />
  32. 32. 32<br />Create <br />Sandbox <br />Covenants<br />© 2011 Altimeter Group<br />
  33. 33. It’s about RELATIONSHIPS<br />© 2011 Altimeter Group<br />
  34. 34. 34<br />Give Up Control<br />AND STILL BE IN COMMAND<br />© 2011 Altimeter Group<br />
  35. 35. Charlene Li<br />charlene@altimetergroup.com<br />charleneli.com/blog<br />Twitter: charleneli<br />For slides, send an email to slides@altimetergroup.com<br />For more information & to buy the book<br />visit open-leadership.com<br />© 2011 Altimeter Group<br />
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