Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Charlene Li at Pivot Conference Oct 2011

6,584 views

Published on

Charlene Li keynote at Pivot Conference, Oct 18, 2011. "Disruptive Technology and the New Consumer Landscape"

Published in: Business, Sports, Technology
  • Be the first to comment

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 />

×