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Presentation to Alliance of CEOs, San Francisco, February 11, 2011
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Open Leadership: How Social Technology Can Transform How You Lead
Charlene LiAltimeter GroupFebruary 11, 2011Twitter: @charleneli
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OUT of CONTROL?
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It’s about RELATIONSHIPS
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How to give up control
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but still be in command
STRATEGY
LEADERSHIP
PREPAREDNESS
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STRATEGY
LEADERSHIP
PREPAREDNESS
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How Best Buy Created a Social Strategy
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STRATEGY
LEADERSHIP
PREPAREDNESS
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STRATEGY
LEADERSHIP
PREPAREDNESS
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© 2010 Altimeter Group
Rethinking LEADERSHIP
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The Salesforce “Chatter-ati”
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“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
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STRATEGY
LEADERSHIP
PREPAREDNESS
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STRATEGY
LEADERSHIP
PREPAREDNESS
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Be PREPARED
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Starbucks involved 50 Peoplearound the organization From the Start
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Discipline is Needed to Succeed
Can you add value?
Evaluate the
purpose
Respond in kind & share
Thank the person
Unhappy Customer?
DedicatedComplainer
?
Comedian Want-to-
Be?
NegativePositive
Yes No
Do you want to
respond?
No Response
No
Yes
Take reasonable action to fix issue and let customer know action taken
Are the facts
correct?
Gently correct the facts
No
No
No
Yes
Are the facts
correct?
Does customer need/deserve
more info?
Yes
Explain what is being done to
correct the issue.
Yes
Is the problem
being fixed?
Yes
Let post stand and monitor.
No
Yes
NoYes
Yes
Assess the message
Adapted from US Air Force Comment Policy
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© 2010 Altimeter Group
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
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© 2010 Altimeter Group
No relationships are perfect
Google’s mantra: “Fail fast, fail
smart”
Prepare for Failure
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Create
Sandbox
Covenants
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AND STILL BE IN COMMANDGive Up Control
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© 2010 Altimeter Group
Charlene Li
charleneli.com/blog
Twitter: charleneli
For slides, send an email to
For more information & to buy the
book
visit open-leadership.com
© 2010 Altimeter Group
