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How can you become
REMARQUABLE ?
     Management 2.0




                      Sandrine Szabo - Netinfluence.ch
How
      do you
     evaluate
 if an entreprise is

successful?
                       Sandrine Szabo - Netinfluence.ch
Sales?


         Sandrine Szabo - Netinfluence.ch
Customers’
satisfaction?


                Sandrine Szabo - Netinfluence.ch
c o n v e r s a t i o n s




                            in connected worlds,
                                    what

 ...
What makes your
customers happy ?


               Sandrine Szabo - Netinfluence.ch
Products
 Price/Quality ratio


                       Sandrine Szabo - Netinfluence.ch
Customer   experience




    Service
                  Sandrine Szabo - Netinfluence.ch
Tony Hsieh | Zappos
    You can’t care of customers
  if you don’t care of employees




                               Sa...
How to rewamp your
  management to
     become
 customer centric

               Sandrine Szabo - Netinfluence.ch
Management 2.0




                 Sandrine Szabo - Netinfluence.ch
Management 2.0
      Agile Management
Evaluation is a two way street.
Let employees evaluate and help
improving your manag...
Management 2.0
      Agile Management                   Creative commons
Evaluation is a two way street.     Give credits ...
Management 2.0
      Agile Management                   Creative commons                     Community management
Evaluati...
Management 2.0
      Agile Management                        Creative commons                     Community management
Eva...
Management 2.0
      Agile Management                         Creative commons                         Community managemen...
Management 2.0
      Agile Management                         Creative commons                         Community managemen...
Management 2.0
      Agile Management                            Creative commons                         Community manage...
Management 2.0
      Agile Management                            Creative commons                         Community manage...
Management 2.0
      Agile Management                            Creative commons                         Community manage...
Management 2.0
      Agile Management                            Creative commons                         Community manage...
Management 2.0
      Agile Management                            Creative commons                         Community manage...
The more you give
The more you get


               Sandrine Szabo - Netinfluence.ch
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Management 2.0 : how to become customer centric

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Management 2.0 is about getting customer centric.
Unlike many managers think, it is not about bringing a new revolution in the company but about rebringing common senses. I explain how we did that in our company by using 2.0 and open sources practices. The ROI is big because we are seen by our customers as really disruptive plus we get a really high involvement of our employees.
Le management 2.0 c'est mettre le client au coeur de son entreprise et par extension des collaborateurs. Dans cette présentation, je partage les enseignement de mon expérience de marketing et ce que cela m'a conduit à mettre en oeuvre comme management pour mon entreprise : netinfluence

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  • Transcript of "Management 2.0 : how to become customer centric"

    1. 1. How can you become REMARQUABLE ? Management 2.0 Sandrine Szabo - Netinfluence.ch
    2. 2. How do you evaluate if an entreprise is successful? Sandrine Szabo - Netinfluence.ch
    3. 3. Sales? Sandrine Szabo - Netinfluence.ch
    4. 4. Customers’ satisfaction? Sandrine Szabo - Netinfluence.ch
    5. 5. c o n v e r s a t i o n s in connected worlds, what your friends think about a service or product is important r e c o m m a n d a t i o n s Sandrine Szabo - Netinfluence.ch
    6. 6. What makes your customers happy ? Sandrine Szabo - Netinfluence.ch
    7. 7. Products Price/Quality ratio Sandrine Szabo - Netinfluence.ch
    8. 8. Customer experience Service Sandrine Szabo - Netinfluence.ch
    9. 9. Tony Hsieh | Zappos You can’t care of customers if you don’t care of employees Sandrine Szabo - Netinfluence.ch
    10. 10. How to rewamp your management to become customer centric Sandrine Szabo - Netinfluence.ch
    11. 11. Management 2.0 Sandrine Szabo - Netinfluence.ch
    12. 12. Management 2.0 Agile Management Evaluation is a two way street. Let employees evaluate and help improving your management > thus let clients co-creating Sandrine Szabo - Netinfluence.ch
    13. 13. Management 2.0 Agile Management Creative commons Evaluation is a two way street. Give credits to those among your teams Let employees evaluate and help who had brilliant idea. improving your management If they did it by themselves let them > thus let clients co-creating present it > this generates high motivation and positive engagment Sandrine Szabo - Netinfluence.ch
    14. 14. Management 2.0 Agile Management Creative commons Community management Evaluation is a two way street. Give credits to those among your teams A team is made of people. Let employees evaluate and help who had brilliant idea. The stronger their self identity, the improving your management If they did it by themselves let them stronger the overall team is. Don’t try to > thus let clients co-creating present it > this generates high mash people into your corporation. They motivation and positive engagment are lively individuals : let them shine Sandrine Szabo - Netinfluence.ch
    15. 15. Management 2.0 Agile Management Creative commons Community management Evaluation is a two way street. Give credits to those among your teams A team is made of people. Let employees evaluate and help who had brilliant idea. The stronger their self identity, the improving your management If they did it by themselves let them stronger the overall team is. Don’t try to > thus let clients co-creating present it > this generates high mash people into your corporation. They motivation and positive engagment are lively individuals : let them shine Trust The people you recruited were chosen because you thought they were the MOST competent So trust them and let them do what YOU recruited them for Sandrine Szabo - Netinfluence.ch
    16. 16. Management 2.0 Agile Management Creative commons Community management Evaluation is a two way street. Give credits to those among your teams A team is made of people. Let employees evaluate and help who had brilliant idea. The stronger their self identity, the improving your management If they did it by themselves let them stronger the overall team is. Don’t try to > thus let clients co-creating present it > this generates high mash people into your corporation. They motivation and positive engagment are lively individuals : let them shine Trust The people you recruited were chosen Perpetual Beta because you thought they were the MOST competent In an ever changing environment, you So trust them and let them do what YOU cannot profile your company with a rigid recruited them for structure. Flexibility is made of humility. The humility of understanding we have to learn every single day, because of we know indeed so little. The way you train your people, how much you invest on that and the amount of time you let them to R&D their expertise is key Sandrine Szabo - Netinfluence.ch
    17. 17. Management 2.0 Agile Management Creative commons Community management Evaluation is a two way street. Give credits to those among your teams A team is made of people. Let employees evaluate and help who had brilliant idea. The stronger their self identity, the improving your management If they did it by themselves let them stronger the overall team is. Don’t try to > thus let clients co-creating present it > this generates high mash people into your corporation. They motivation and positive engagment are lively individuals : let them shine Trust Long tail The people you recruited were chosen Perpetual Beta because you thought they were the What matters is not so much what is MOST competent In an ever changing environment, you similar, but what brings singularity So trust them and let them do what YOU cannot profile your company with a rigid Allow yourself to recruiting unusual recruited them for structure. Flexibility is made of humility. profile. Innovative ideas often come from The humility of understanding we have to sames seen with a different eye learn every single day, because of we know indeed so little. The way you train your people, how much you invest on that and the amount of time you let them to R&D their expertise is key Sandrine Szabo - Netinfluence.ch
    18. 18. Management 2.0 Agile Management Creative commons Community management Evaluation is a two way street. Give credits to those among your teams A team is made of people. Let employees evaluate and help who had brilliant idea. The stronger their self identity, the improving your management If they did it by themselves let them stronger the overall team is. Don’t try to > thus let clients co-creating present it > this generates high mash people into your corporation. They motivation and positive engagment are lively individuals : let them shine Trust Long tail The people you recruited were chosen Perpetual Beta because you thought they were the What matters is not so much what is MOST competent In an ever changing environment, you similar, but what brings singularity So trust them and let them do what YOU cannot profile your company with a rigid Allow yourself to recruiting unusual recruited them for structure. Flexibility is made of humility. profile. Innovative ideas often come from The humility of understanding we have to sames seen with a different eye Management is learn every single day, because of we know indeed so little. conversation The way you train your people, how How much time do you spend just much you invest on that and the amount listening to your employees ? This is an of time you let them to R&D their everyday duty. You want them to listen to expertise is key your customers, so listen to them, actively Sandrine Szabo - Netinfluence.ch
    19. 19. Management 2.0 Agile Management Creative commons Community management Evaluation is a two way street. Give credits to those among your teams A team is made of people. Let employees evaluate and help who had brilliant idea. The stronger their self identity, the improving your management If they did it by themselves let them stronger the overall team is. Don’t try to > thus let clients co-creating present it > this generates high mash people into your corporation. They motivation and positive engagment are lively individuals : let them shine Trust Long tail The people you recruited were chosen Perpetual Beta because you thought they were the What matters is not so much what is MOST competent In an ever changing environment, you similar, but what brings singularity So trust them and let them do what YOU cannot profile your company with a rigid Allow yourself to recruiting unusual recruited them for structure. Flexibility is made of humility. profile. Innovative ideas often come from The humility of understanding we have to sames seen with a different eye Management is learn every single day, because of we know indeed so little. conversation The way you train your people, how Wisdom of crowds How much time do you spend just much you invest on that and the amount of time you let them to R&D their Your people are clever enough to manage listening to your employees ? This is an expertise is key their times provided you give them the everyday duty. You want them to listen to proper tools and the proper missions - your customers, so listen to them, flex hours, home-working, part time > actively care for results not control Sandrine Szabo - Netinfluence.ch
    20. 20. Management 2.0 Agile Management Creative commons Community management Evaluation is a two way street. Give credits to those among your teams A team is made of people. Let employees evaluate and help who had brilliant idea. The stronger their self identity, the improving your management If they did it by themselves let them stronger the overall team is. Don’t try to > thus let clients co-creating present it > this generates high mash people into your corporation. They motivation and positive engagment are lively individuals : let them shine Trust Long tail The people you recruited were chosen Perpetual Beta because you thought they were the What matters is not so much what is MOST competent In an ever changing environment, you similar, but what brings singularity So trust them and let them do what YOU cannot profile your company with a rigid Allow yourself to recruiting unusual recruited them for structure. Flexibility is made of humility. profile. Innovative ideas often come from The humility of understanding we have to sames seen with a different eye Management is learn every single day, because of we know indeed so little. conversation The way you train your people, how Wisdom of crowds How much time do you spend just much you invest on that and the amount of time you let them to R&D their Your people are clever enough to manage listening to your employees ? This is an expertise is key their times provided you give them the everyday duty. You want them to listen to proper tools and the proper missions - your customers, so listen to them, flex hours, home-working, part time > actively care for results not control Environment is everything Working in a crapy environment creates tension. Is it more important for you to save stupid money by low consideration or to cherish your people for them to give their best ? Sandrine Szabo - Netinfluence.ch
    21. 21. Management 2.0 Agile Management Creative commons Community management Evaluation is a two way street. Give credits to those among your teams A team is made of people. Let employees evaluate and help who had brilliant idea. The stronger their self identity, the improving your management If they did it by themselves let them stronger the overall team is. Don’t try to > thus let clients co-creating present it > this generates high mash people into your corporation. They motivation and positive engagment are lively individuals : let them shine Trust Long tail The people you recruited were chosen Perpetual Beta because you thought they were the What matters is not so much what is MOST competent In an ever changing environment, you similar, but what brings singularity So trust them and let them do what YOU cannot profile your company with a rigid Allow yourself to recruiting unusual recruited them for structure. Flexibility is made of humility. profile. Innovative ideas often come from The humility of understanding we have to sames seen with a different eye Management is learn every single day, because of we know indeed so little. conversation The way you train your people, how Wisdom of crowds How much time do you spend just much you invest on that and the amount of time you let them to R&D their Your people are clever enough to manage listening to your employees ? This is an expertise is key their times provided you give them the everyday duty. You want them to listen to proper tools and the proper missions - your customers, so listen to them, actively Passion flex hours, home-working, part time > care for results not control When you feel miserable you cannot be Environment is everything good. When you are passionate with Working in a crapy environment creates what you do you are excellent. Managing tension. Is it more important for you to is about making sure people get an save stupid money by low consideration opportunity to do things they are or to cherish your people for them to passionate about give their best ? Sandrine Szabo - Netinfluence.ch
    22. 22. Management 2.0 Agile Management Creative commons Community management Evaluation is a two way street. Give credits to those among your teams A team is made of people. Let employees evaluate and help who had brilliant idea. The stronger their self identity, the improving your management If they did it by themselves let them stronger the overall team is. Don’t try to > thus let clients co-creating present it > this generates high mash people into your corporation. They motivation and positive engagment are lively individuals : let them shine Trust Long tail The people you recruited were chosen Perpetual Beta because you thought they were the What matters is not so much what is MOST competent In an ever changing environment, you similar, but what brings singularity So trust them and let them do what YOU cannot profile your company with a rigid Allow yourself to recruiting unusual recruited them for structure. Flexibility is made of humility. profile. Innovative ideas often come from The humility of understanding we have to sames seen with a different eye Management is learn every single day, because of we know indeed so little. conversation The way you train your people, how Wisdom of crowds How much time do you spend just much you invest on that and the amount of time you let them to R&D their Your people are clever enough to manage listening to your employees ? This is an expertise is key their times provided you give them the everyday duty. You want them to listen to proper tools and the proper missions - your customers, so listen to them, actively Passion flex hours, home-working, part time > care for results not control When you feel miserable you cannot be Environment is everything good. When you are passionate with Give first Working in a crapy environment creates what you do you are excellent. Managing tension. Is it more important for you to is about making sure people get an Care for your employees, care for your save stupid money by low consideration opportunity to do things they are customers, care for your partners, your or to cherish your people for them to passionate about ROI will be long term deep engagement give their best ? Sandrine Szabo - Netinfluence.ch
    23. 23. The more you give The more you get Sandrine Szabo - Netinfluence.ch
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