Creating A Fast Learning Organization January 27, 2009 Charlene Li Founder, Altimeter Group Co-author, “Groundswell”

What Is Different Today Activist customers Empowered employees Non-traditional competitive threats

Activist customers

Empowered employees

Non-traditional competitive threats

Learning Comes From Everywhere New forms of leadership will be needed

Who owns listening and learning? Market research Marketing Customer service Product development IT

Market research

Marketing

Customer service

Product development

IT

Four Goals Of Learning Organization

Basic Learning Tools

Oracle Listened To Learn Oracle put a roadblock on its own home page to encourage feedback/ideas Executives participated in the online community

H&R Block Listened First To Dialog Better

And Then Asks Customers To Do The Talking

BlueShirtNation.com Supports Best Buy’s Front Line Employees

Comcast Listens To Support

Starbucks Listens To Innovate 50 people participate in the process, representing every department

The CIO Shares Process and Plans

Next Steps Determine where fast, flexible learning is most needed to support business goals Figure out who you need to listen to Find out who is best at listening to that audience Diversify your tool set Nothing beats hands-on experience

Determine where fast, flexible learning is most needed to support business goals

Figure out who you need to listen to

Find out who is best at listening to that audience

Diversify your tool set

Nothing beats hands-on experience

The Fallacy Of Control Photo: Kantor, http://www.flickr.com/photos/kantor

Develop Intestinal Fortitude

Charlene Li Altimeter Group [email_address] blog.altimetergroup.com Slides available at slideshare.net/charleneli Copyright © 2008 Altimeter Group