alliance of ceos presentation feb 11, 2011

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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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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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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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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Charlene Li

charlene@altimetergroup.com

charleneli.com/blog

Twitter: charleneli

For slides, send an email to

slides@altimetergroup.com

For more information & to buy the

book

visit open-leadership.com

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