charlene li at pivot conference oct 2011
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Charlene Li keynote at Pivot Conference, Oct 18, 2011. "Disruptive Technology and the New Consumer Landscape"TRANSCRIPT
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Charlene LiAltimeter GroupTwitter: @charleneliEmail: [email protected]
Disruptive Technology And The New Consumer Landscape
© 2011 Altimeter Group
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© 2011 Altimeter Group
iPhone Debut
Jan 2007
Facebook Platform
May 2007
Facebook Connect
July 2008
iPhone App Store
July 2008
Nexus One Android DebutJanuary 2010
iPad DebutApril 2010
Facebook Timeline
Sept 2011
How Time Flies3
Our notions of sharing & privacy have changed as
well
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Conversations, not messages
Human, not corporate
Continuous, not episodic
The New Normal4
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It’s about RELATIONSHIPS
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What Is Needed6
Authenticity Transparency
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OUT of CONTROL?
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© 2011 Altimeter Group© 2011 Altimeter Group
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Photo by stanjourdan via Flickr
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Photo by Steve Rhodes via Flickr
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Photo by Susan Etlinger via Flickr
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Photo by Susan Etlinger via Flickr
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Photo by Steve Rhodes via Flickr
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Social media helps brands listen…15
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..and respond. But it’s not enough.16
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It’s about RELATIONSHIPS
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How To Prepare
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#1 Create a Culture of Sharing19
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#2 Discipline is Needed to Succeed
Assess the message
Take reasonable action to fix issue and let customer
know action taken
Evaluate the purpose
Unhappy Customer?
DedicatedComplainer?
Comedian Want-to-Be?
Negative
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
Positive
Can you add value?
Respond in kind & share
Thank the person
Yes No
Do you want to respond?
No Response
No
Yes
Adapted from US Air Force Comment Policy
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Climb the Social Business Hierarchy of Needs21
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#3 Prioritizing disruptions that matter
User Experience•Is it easy for people to use?
•Does it enable people to connect in new ways?
Business Model•Does it tap new revenue streams?
•Is it done at a lower cost?
Ecosystem Value•Does it change the flow of value?
•Does it shift power from one player to another?
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No relationships are perfect
Google’s mantra: “Fail fast, fail
smart”
#4 Prepare for Failure
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Create
Sandbox
Covenants
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It’s about RELATIONSHIPS
© 2011 Altimeter Group
© 2011 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
© 2011 Altimeter Group