1. Finding Value In Serendipity Webinar
February 28, 2012
10:00 am PST
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2. #yamvalue
Maria Ogneva
Brian Cator
Daniel Rasmus
Head of Community
Sr. Dir. Communications & Industry Analyst & Strategist
@themaria
Store Operations
@danielwrasmus
@briancator
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3. What Is Serendipity?
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4. The World Has Changed
linear
networked
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5. We Need To Update Our
Thinking
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6. We have to update our paradigm
Industrial Economy
VS.
Serendipity Economy
• Focuses on incremental • Existsalongside Industrial
improvements
economy
• Measures inputs and
• Economic model that is
outputs
emergent & unpredictable
• Standard measurements to
• Unfolds in a non-linear
gauge improvements
way
• Views serendipitous
• Have yet to create a
activity as intangibles , measurement system to
too difficult to measure
account for it
Traditional measures do not account
for the value from serendipitous
activity
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7. How Is Serendipity Economy Different?
1
Process Separation
2
Time Delay
3
Un-forecastable Value
4
External Validation
5
Dynamic Configuration
6
Undefined network potential
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8. Differentiator 1: Process Separation
Value is generated
Idea
!
throughout the existence of !
Creation
an idea, not just the moment
!
it was created
!
!
time
What this means for you
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9. Differentiator 2: Time Delay
S
M
T
W
Th
F
s
Network
created
Users
sharing
merch.
photos
Takes several
weeks to realize
Photos
the value
leads to
strategy
convo
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10. Differentiator 3: Un-forecastable Value
?
?
Leads
Ideas
Questions
Network
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11. Differentiator 4: External Validation
1
Peer posts a photo of
2
See merchandising 3
Run sales report to
assess if new
photo on Yammer,
new merchandising merchandising
apply this concept to
display on Yammer
strategy boosted
your store
sales
Second process Only the third process
validates the first
can validate the
application of the new
merchandising
concept
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12. Differentiator 5: Dynamic Configuration
Usefulness increases with number of people and ideas
• Began using Yammer in 2008
• Transformation through serendipity
• Reduce turnover rate of 2% vs. firm-wide
average of 15-20%
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13. Differeniator 6: Undefined Potential
Serendipity may enter at any point & change configuration
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14. Now what?
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15. Serendipity at 7-11
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16. Intended benefits
Unintended benefits
• Increased store
• Restructuring of the field performance
organization
• Increased market
• Simplification of the performance
infrastructure
• Morale booster
• Getting field consultants • Expansion of the notion of
into the stores
a team
• Sharing best practices
• Faster onboarding
• Feeling connected
• Increased quality of
answers
• Faster iteration
We had a general thesis, but we
couldn t foresee all the benefits
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17. What do diapers and beer have in common?
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18. #yamvalue @yammer

19. Recognize
success!
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20. Encouraging Serendipity
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21. 10 Steps To Planned Serendipity
1 Go big or go home
2 Integrate social profiles with performance
3 Make the system accessible
4 Give people permission to collaborate
5 Track results:
Use a tag #yamwin or #yammersuccess to track value
6 Learn from failure
7 Look beyond productivity and efficiency
8 Executives, lead by doing
9 Celebrate value
10 Be patient
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22. Q&A
Brian Cator
Daniel Rasmus
Sr. Dir. Communications & Industry Analyst & Strategist
Store Operations
@danielwrasmus
@briancator
Please use the questions
module on the lower left
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23. Thank You
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