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Cluetrains, Conversations,
      Trust and Openness




                            Stephen Collins, acidlabs
        Tech...
This is not the social
           media talk
Wicked problems
2008, Neutron and Stanford University




                                        3. Innovating and
                      ...
Cluetrains
95   theses
95   theses
95   theses
We’re going to talk about just   1
Markets are conversations
Conversations
This is NOT your market
This is your market
So treat them like
humans
They’re already
talking about you
And it’s not just me
                                                            “Customer service fail... I’ve also
     ...
Listen in
Reach out
Be human
http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/




Sometimes, it’s amazing
http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/




Sometimes, it’s amazing
http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/




Sometimes, it’s amazing
http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/




Sometimes, it’s amazing
http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/




Sometimes, it’s amazing
http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/




Sometimes, it’s amazing
http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/




Sometimes, it’s amazing
http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/




Sometimes, it’s amazing
Trust
Do you completely trust
         your people?
http://edgenation.com/?p=237




“Roger had followed up for
me with other iiNet staff and
had answers on both the
whereabo...
Do you trust
your customers?
Openness
What are you hiding?
Failure goes global
http://techcrunch.com/2010/02/14/expedia-sucks/


                                                  “I say we have to hold...
Be a part of the
conversation rather than
            the subject
Free your people
C + T + O = :D
Conversation   Trust   Openness   Delight
“He that will not apply
new remedies must
expect new evils; for time
is the greatest innovator.”
      Francis Bacon, 1625...
Thank you
Like the cool pictures?
                iStockphoto.com and Flickr




And the awesome video?
               Acton to Hamm...
License



     Share/Remix/Spread... don’t forget to attribute
                 http://www.slideshare.net/trib
Contact me

             Stephen “trib” Collins
                    trib@acidlabs.org
                                @tri...
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Cluetrains, Conversations, Trust and Openness

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My short talk from the Technology to Drive Grown workshop at Growth Summit in Sydney - http://bit.ly/3vFM2a

A social media talk that's not about social media and rather about being human, having conversations and being open and trust.

Speaking notes at http://www.acidlabs.org/2010/02/20/cluetrains-conversations-trust-and-openness/

Published in: Business

Cluetrains, Conversations, Trust and Openness

  1. Cluetrains, Conversations, Trust and Openness Stephen Collins, acidlabs Technology to Drive Growth, 18 February 2010
  2. This is not the social media talk
  3. Wicked problems
  4. 2008, Neutron and Stanford University 3. Innovating and the increasing speed of change.
  5. Cluetrains
  6. 95 theses
  7. 95 theses
  8. 95 theses
  9. We’re going to talk about just 1
  10. Markets are conversations
  11. Conversations
  12. This is NOT your market
  13. This is your market
  14. So treat them like humans
  15. They’re already talking about you
  16. And it’s not just me “Customer service fail... I’ve also come back to the office moaning about the optometrist to anyone who’ll listen (not necessarily because they want to) and my 2,500 Twitter followers. And if they continue to not give me my prescription, I will name and shame them. Watch this space.” http://www.dynamicbusiness.com/articles/articles-blogs/its-time-for-a-whinge.html
  17. Listen in
  18. Reach out
  19. Be human
  20. http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/ Sometimes, it’s amazing
  21. http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/ Sometimes, it’s amazing
  22. http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/ Sometimes, it’s amazing
  23. http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/ Sometimes, it’s amazing
  24. http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/ Sometimes, it’s amazing
  25. http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/ Sometimes, it’s amazing
  26. http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/ Sometimes, it’s amazing
  27. http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/ Sometimes, it’s amazing
  28. Trust
  29. Do you completely trust your people?
  30. http://edgenation.com/?p=237 “Roger had followed up for me with other iiNet staff and had answers on both the whereabouts of my hardware and the status of my account.” Not his job! What happens when you trust
  31. Do you trust your customers?
  32. Openness
  33. What are you hiding?
  34. Failure goes global
  35. http://techcrunch.com/2010/02/14/expedia-sucks/ “I say we have to hold these companies accountable for their crap customer service. It shouldn’t matter if they’re talking to a writer for one of the biggest blogs in the world or anyone else. Expedia routinely fails in customer service, but they get away with it because most of the time people don’t have this type of platform to expose these stories.” It’s still not just me
  36. Be a part of the conversation rather than the subject
  37. Free your people
  38. C + T + O = :D Conversation Trust Openness Delight
  39. “He that will not apply new remedies must expect new evils; for time is the greatest innovator.” Francis Bacon, 1625 Imagine http://www.flickr.com/photos/midnight_trucker/376653652/
  40. Thank you
  41. Like the cool pictures? iStockphoto.com and Flickr And the awesome video? Acton to Hammersmith fast http://www.youtube.com/watch?v=REXn0RZ4XAY
  42. License Share/Remix/Spread... don’t forget to attribute http://www.slideshare.net/trib
  43. Contact me Stephen “trib” Collins trib@acidlabs.org @trib +61 410 680722 Canberra, Australia www.acidlabs.org

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