Presented at the Blanchard Summit, March 15, 2011

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

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3. OUT ofCONTROL? © 2011 Altimeter Group

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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

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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