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Charlene Li at Pivot Conference Oct 2011

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Charlene Li keynote at Pivot Conference, Oct 18, 2011. "Disruptive Technology and the New Consumer Landscape"

Charlene Li keynote at Pivot Conference, Oct 18, 2011. "Disruptive Technology and the New Consumer Landscape"

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  • http://www.flickr.com/photos/ari/6250163533/
  • http://www.flickr.com/photos/72028678@N00/6244661012/
  • http://www.flickr.com/photos/72028678@N00/6244140425
  • http://www.flickr.com/photos/ari/6250107795/
  • Define how open well.
  • Transcript

    • 1. 1
      Disruptive Technology And The New Consumer Landscape
      Charlene Li
      Altimeter Group
      Twitter: @charleneli
      Email: charlene@altimetergroup.com
    • 2. 2
    • 3. How Time Flies
      3
      Our notions of sharing & privacy have changed as well
    • 4. Conversations, not messages
      Human, not corporate
      Continuous, not episodic
      The New Normal
      4
    • 5. It’s about RELATIONSHIPS
      © 2011 Altimeter Group
    • 6. What Is Needed
      6
      Authenticity
      Transparency
    • 7. OUT ofCONTROL?
      © 2011 Altimeter Group
    • 8. 8
      © 2011 Altimeter Group
    • 9. 9
      © 2011 Altimeter Group
    • 10. 10
      Photo by stanjourdan via Flickr
    • 11. 11
      Photo by Steve Rhodes via Flickr
    • 12. 12
      Photo by Susan Etlinger via Flickr
    • 13. 13
      Photo by Susan Etlinger via Flickr
    • 14. 14
      Photo by Steve Rhodes via Flickr
    • 15. Social media helps brands listen…
      15
    • 16. ..and respond. But it’s not enough.
      16
    • 17. It’s about RELATIONSHIPS
      © 2011 Altimeter Group
    • 18. How To Prepare
      © 2010 Altimeter Group
    • 19. #1 Create a Culture of Sharing
      19
    • 20. #2 Discipline is Needed to Succeed
      20
      Take reasonable action to fix issue and let customer know action taken
      Positive
      Negative
      Yes
      Yes
      No
      Assess the message
      Evaluate the purpose
      Does customer need/deserve more info?
      Do you want to respond?
      Unhappy Customer?
      Are the facts correct?
      Gently correct the facts
      No Response
      Yes
      Yes
      No
      No
      No
      DedicatedComplainer?
      Are the facts correct?
      Yes
      Can you add value?
      Yes
      No
      No
      Yes
      Comedian Want-to-Be?
      Explain what is being done to correct the issue.
      Is the problem being fixed?
      Respond in kind & share
      Thank the person
      Yes
      No
      Yes
      Adapted from US Air Force Comment Policy
      Let post stand and monitor.
      © 2011 Altimeter Group
    • 21. Climb the Social Business Hierarchy of Needs
      21
    • 22. 22
      #3 Prioritizing disruptions that matter
      User Experience
      • Is it easy for people to use?
      • 23. Does it enable people to connect in new ways?
      Business Model
      • Does it tap new revenue streams?
      • 24. Is it done at a lower cost?
      Ecosystem Value
      • Does it change the flow of value?
      • 25. Does it shift power from one player to another?
    • No relationships are perfect
      Google’s mantra:“Fail fast, fail smart”
      #4 Prepare for Failure
      23
      © 2011 Altimeter Group
    • 26. 24
      Create
      Sandbox
      Covenants
      © 2011 Altimeter Group
    • 27. It’s about RELATIONSHIPS
      © 2011 Altimeter Group
    • 28. 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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