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INBOUND15
Leadership in the
Digital Era
Charlene Li
Principal Analyst, Altimeter
INBOUND15
It’s About
Relationships
An engaged leader is
someone who uses digital,
mobile, and social tools
strategically to achieve
established goals as they
relate to leading people and
managing organizations.
#INBOUND15
Strategy is What You Do – And Don’t Do
1. Digital Transformation
2. Leadership
3. Culture
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Digital Transformation
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Who Are Your Digital Customers?
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Age 18-29 30-49 50-64 65+
% using Facebook 87% 73% 63% 56%
% using Instagram 53% 25% 11% 6%
% using Twitter 37% 25% 12% 10%
% using Pinterest 34% 28% 27% 17%
% using LinkedIn 23% 31% 30% 21%
How Different Really Are Millennials?
Source: Pew Research, Social Media Update, 2014
INBOUND15
INBOUND15
“You’ve got to start with the
customer experience and work
backwards to the technology.”
- Steve Jobs
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Understand the Dynamic Digital
Customer Journey
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2 Leadership
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Listen at
Scale
Share to
Shape
Engage to
Transform
The Engaged Leader Framework
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Red Robin Enables Listening of
Customer Via Employees
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UPS’ Rosemary Turner Connects by
Sharing with Employees via Twitter
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Telstra CEO David Thodey Engages Frequently
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Define the
Relationship with
Engagement
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Purpose Drives Thodey’s Engagement
“I jump into customer issues because it’s dear to my heart.”
- David Thodey, CEO of Telstra
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The Impact of Follow-Through
“I don’t have the time.”
#MKTNATION
“It’s not about me.”
#MKTNATION
“I don’t want to get my organization in trouble.”
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Listen 15 minutes a day
Share a story that will inspire action
Engage strategically, sparingly
Three Ways to Help Leaders Be Digital
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3 Culture
INBOUND15
63%
see changing company culture
as a top challenge
Altimeter Digital Transformation Study 2014
Culture Eats Strategy For
Breakfast Every Day
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Rigid Organizations Dynamic Organizations
Digital Requires a New Way of Working
1. Create a Culture
of Sharing
#EngagedLeader #MME15
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1. Create a Culture
of Sharing
INBOUND15
What stories could you
share that would
inspire action?
INBOUND15
Source: Edelman Trust Barometer, 2015
#EngagedLeader #MME15
Build Trust with Engagement
INBOUND15
“We tend to overvalue the things
we can measure, and undervalue
the things we cannot.”
- John Hayes, CMO of American Express
Ask the Right Questions Around Value
Courage
INBOUND15
It’s About
Relationships
INBOUND15
Thank you!
Charlene Li
charlene@altimetergruop.com
@charleneli
INBOUND15
(general blank slide)

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