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Blanchard Summit Keynote on Open Leadership by Charlene Li

Presented at the Blanchard Summit, March 15, 2011

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Blanchard Summit Keynote on Open Leadership by Charlene Li

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  1. 1 Open Leadership: How Social Technology Can Transform How You Lead Charlene Li Altimeter Group March 15, 2011 Twitter: @charleneli

  2. 2 © 2011 Altimeter Group

  3. OUT of CONTROL? © 2011 Altimeter Group © 2011 Altimeter Group

  4. 4 © 2011 Altimeter Group © 2011 Altimeter Group

  5. 5 © 2011 Altimeter Group © 2011 Altimeter Group

  6. It’s about RELATIONSHIPS © 2011 Altimeter Group © 2011 Altimeter Group

  7. 7 How to give up control but still be in command © 2011 Altimeter Group © 2011 Altimeter Group

  8. STRATEGY LEADERSHIP PREPAREDNESS © 2011 Altimeter Group

  9. STRATEGY LEADERSHIP PREPAREDNESS © 2011 Altimeter Group

  10. 10 Four goals define your Open Strategy Dialog Learn Support Innovate © 2011 Altimeter Group

  11. 11 Go beyond traditional customer data Demographic Geographic Psychographic Behavioral Socialgraphic © 2011 Altimeter Group

  12. 12 Engagement Pyramid Curating Producing Commenting Sharing Watching © 2011 Altimeter Group

  13. 13 Engagement Pyramid Data United States South Korea Brazil UK Curating <1% <1% <1% <1% Producing 26.1% 52.7% 53.1% 21.1% Commenting 34.4% 54.0% 76.2% 31.9% Sharing 63.0% 79.3% 64.6% 61.8% Watching 78.1% 89.3% 89.3% 78.9% Source: Global Wave Index Wave 2, Trendstream.net, January 2010 © 2011 Altimeter Group

  14. 14 Allow all employees to Learn What would happen if every employee could learn from customers? © 2011 Altimeter Group

  15. 15 How DellOutlet drives sales with Dialog © 2011 Altimeter Group

  16. 16 Support can be strategic © 2011 Altimeter Group

  17. 17 Starbucks involved 50 People to drive Innovation © 2011 Altimeter Group

  18. STRATEGY LEADERSHIP PREPAREDNESS © 2011 Altimeter Group

  19. STRATEGY LEADERSHIP PREPAREDNESS © 2011 Altimeter Group

  20. 20 Open Leadership Having the confidence and humility to give up the need to be in control, while inspiring commitment from people to accomplish goals © 2011 Altimeter Group © 2011 Altimeter Group

  21. 21 Traits of Open Leaders Authenticity Transparency © 2011 Altimeter Group

  22. 22 Transparency as an imperative © 2011 Altimeter Group

  23. 23 How Best Buy created Open Leaders © 2011 Altimeter Group © 2011 Altimeter Group

  24. 24 © 2011 Altimeter Group © 2011 Altimeter Group

  25. 25 © 2011 Altimeter Group © 2011 Altimeter Group

  26. STRATEGY LEADERSHIP PREPAREDNESS © 2011 Altimeter Group

  27. STRATEGY LEADERSHIP PREPAREDNESS © 2011 Altimeter Group

  28. 28 #1 Create a Culture of Sharing © 2011 Altimeter Group

  29. #2 Discipline is Needed to Succeed 29 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. © 2011 Altimeter Group © 2011 Altimeter Group

  30. 30 #3 Ask the Right Questions about Value “We tend to overvalue the things we can measure, and undervalue the things we cannot.” - John Hayes, CMO of American Express © 2011 Altimeter Group © 2011 Altimeter Group

  31. 31 #4 Prepare for Failure No relationships are perfect Google’s mantra: “Fail fast, fail smart” © 2011 Altimeter Group © 2011 Altimeter Group

  32. 32 © 2011 Altimeter Group © 2011 Altimeter Group

  33. It’s about RELATIONSHIPS © 2011 Altimeter Group © 2011 Altimeter Group

  34. 34 Give Up Control AND STILL BE IN COMMAND © 2011 Altimeter Group © 2011 Altimeter Group

  35. © 2011 Altimeter Group © 2011 Altimeter Group

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