1<br />Disruptive Technology And The New Consumer Landscape<br />Charlene Li<br />Altimeter Group<br />Twitter: @charlenel...
2<br />
How Time Flies<br />3<br />Our notions of sharing & privacy have changed as well<br />
Conversations, not messages<br />Human, not corporate<br />Continuous, not episodic<br />The New Normal<br />4<br />
It’s about RELATIONSHIPS<br />© 2011 Altimeter Group<br />
What Is Needed<br />6<br />Authenticity<br />Transparency<br />
OUT ofCONTROL?<br />© 2011 Altimeter Group<br />
8<br />© 2011 Altimeter Group<br />
9<br />© 2011 Altimeter Group<br />
10<br />Photo by stanjourdan via Flickr<br />
11<br />Photo by Steve Rhodes via Flickr<br />
12<br />Photo by Susan Etlinger via Flickr<br />
13<br />Photo by Susan Etlinger via Flickr<br />
14<br />Photo by Steve Rhodes via Flickr<br />
Social media helps brands listen…<br />15<br />
..and respond. But it’s not enough.<br />16<br />
It’s about RELATIONSHIPS<br />© 2011 Altimeter Group<br />
How To Prepare<br />© 2010 Altimeter Group<br />
#1 Create a Culture of Sharing<br />19<br />
#2 Discipline is Needed to Succeed<br />20<br />Take reasonable action to fix issue and let customer know action taken<br ...
Climb the Social Business Hierarchy of Needs<br />21<br />
22<br />#3 Prioritizing disruptions that matter<br />User Experience<br /><ul><li>Is it easy for people to use?
Does it enable people to connect in new ways?</li></ul>Business Model<br /><ul><li>Does it tap new revenue streams?
Is it done at a lower cost?</li></ul>Ecosystem Value<br /><ul><li>Does it change the flow of value?
Does it shift power from one player to another?</li></li></ul><li>No relationships are perfect<br />Google’s mantra:“Fail ...
24<br />Create <br />Sandbox <br />Covenants<br />© 2011 Altimeter Group<br />
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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"

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  • Charlene Li at Pivot Conference Oct 2011

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