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Alliance of CEOs Presentation Feb 11, 2011

Presentation to Alliance of CEOs, San Francisco, February 11, 2011

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Alliance of CEOs Presentation Feb 11, 2011

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  1. 1 Open Leadership: How Social Technology Can Transform How You Lead Charlene Li Altimeter Group February 11, 2011 Twitter: @charleneli

  2. © 2010 Altimeter Group

  3. 3 OUT ofCONTROL? © 2010 Altimeter Group © 2010 Altimeter Group

  4. © 2010 Altimeter Group © 2010 Altimeter Group

  5. © 2010 Altimeter Group © 2010 Altimeter Group

  6. It’s about RELATIONSHIPS © 2010 Altimeter Group © 2010 Altimeter Group

  7. How to give up control but still be in command © 2010 Altimeter Group © 2010 Altimeter Group

  8. STRATEGY LEADERSHIP PREPAREDNESS © 2010 Altimeter Group

  9. STRATEGY LEADERSHIP PREPAREDNESS © 2010 Altimeter Group

  10. How Best Buy Created a Social Strategy © 2010 Altimeter Group © 2010 Altimeter Group

  11. © 2010 Altimeter Group © 2010 Altimeter Group

  12. © 2010 Altimeter Group © 2010 Altimeter Group

  13. STRATEGY LEADERSHIP PREPAREDNESS © 2010 Altimeter Group

  14. STRATEGY LEADERSHIP PREPAREDNESS © 2010 Altimeter Group

  15. Rethinking LEADERSHIP © 2010 Altimeter Group © 2010 Altimeter Group

  16. The Salesforce “Chatter-ati” © 2010 Altimeter Group © 2010 Altimeter Group

  17. “You can imagine the Chatterati creating as much value as an SVP in the organization by sharing their institutional knowledge and expertise - and we should look at compensation structures with that in mind.” - Marc Benioff, CEO of Salesforce.com © 2010 Altimeter Group © 2010 Altimeter Group

  18. STRATEGY LEADERSHIP PREPAREDNESS © 2010 Altimeter Group

  19. STRATEGY LEADERSHIP PREPAREDNESS © 2010 Altimeter Group

  20. Be PREPARED © 2010 Altimeter Group © 2010 Altimeter Group

  21. Starbucks involved 50 People around the organization From the Start © 2010 Altimeter Group © 2010 Altimeter Group

  22. Discipline is Needed to Succeed Take reasonable action to fix issue and let customer know action taken Positive Negative Yes Yes Does customer need/deserve more info? No Assess the message Do you want to respond? Evaluate the purpose Yes Yes No No Unhappy Customer? Are the facts correct? Gently correct the facts Response No No Yes Yes No Can you add value? Are the facts correct? Dedicated Complainer? No Yes Is the problem being fixed? Explain what is being done to correct the issue. Yes Respond in kind & share Thank the person Comedian Want-to-Be? No Yes Adapted from US Air Force Comment Policy Let post stand and monitor. © 2010 Altimeter Group © 2010 Altimeter Group

  23. Ask the Right Questions as a Leader “We tend to overvalue the things we can measure, and undervalue the things we cannot.” - John Hayes, CMO of American Express © 2010 Altimeter Group © 2010 Altimeter Group

  24. Prepare for Failure No relationships are perfect Google’s mantra: “Fail fast, fail smart” © 2010 Altimeter Group © 2010 Altimeter Group

  25. © 2010 Altimeter Group © 2010 Altimeter Group

  26. Give Up Control AND STILL BE IN COMMAND © 2010 Altimeter Group © 2010 Altimeter Group

  27. © 2010 Altimeter Group © 2010 Altimeter Group

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