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Blanchard Summit Keynote on Open Leadership by Charlene Li
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
Editor's Notes
Define how open well.
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