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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:<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 /><br /><br />Twitter: charleneli<br />For slides, send an email to<br />For more information & to buy the book<br />visit<br />© 2011 Altimeter Group<br />