Charlene Li at Pivot Conference Oct 2011
 

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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Charlene Li at Pivot Conference Oct 2011 Charlene Li at Pivot Conference Oct 2011 Presentation Transcript

  • 1
    Disruptive Technology And The New Consumer Landscape
    Charlene Li
    Altimeter Group
    Twitter: @charleneli
    Email: charlene@altimetergroup.com
  • 2
  • How Time Flies
    3
    Our notions of sharing & privacy have changed as well
  • Conversations, not messages
    Human, not corporate
    Continuous, not episodic
    The New Normal
    4
  • It’s about RELATIONSHIPS
    © 2011 Altimeter Group
  • What Is Needed
    6
    Authenticity
    Transparency
  • OUT ofCONTROL?
    © 2011 Altimeter Group
  • 8
    © 2011 Altimeter Group
  • 9
    © 2011 Altimeter Group
  • 10
    Photo by stanjourdan via Flickr
  • 11
    Photo by Steve Rhodes via Flickr
  • 12
    Photo by Susan Etlinger via Flickr
  • 13
    Photo by Susan Etlinger via Flickr
  • 14
    Photo by Steve Rhodes via Flickr
  • Social media helps brands listen…
    15
  • ..and respond. But it’s not enough.
    16
  • It’s about RELATIONSHIPS
    © 2011 Altimeter Group
  • How To Prepare
    © 2010 Altimeter Group
  • #1 Create a Culture of Sharing
    19
  • #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
  • Climb the Social Business Hierarchy of Needs
    21
  • 22
    #3 Prioritizing disruptions that matter
    User Experience
    • Is it easy for people to use?
    • Does it enable people to connect in new ways?
    Business Model
    • Does it tap new revenue streams?
    • Is it done at a lower cost?
    Ecosystem Value
    • Does it change the flow of value?
    • 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
  • 24
    Create
    Sandbox
    Covenants
    © 2011 Altimeter Group
  • It’s about RELATIONSHIPS
    © 2011 Altimeter Group
  • 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