This document discusses how disruptive technologies have changed consumer behaviors and expectations around sharing, privacy, and relationships. It emphasizes that brands must focus on building authentic relationships with customers through transparency, sharing culture, and preparedness to fail. The new normal involves continuous conversations between humans rather than just messages between companies and consumers.

1. 1 Disruptive Technology And The New Consumer Landscape Charlene Li Altimeter Group Twitter: @charleneli Email: charlene@altimetergroup.com

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3. How Time Flies 3 Our notions of sharing & privacy have changed as well

4. Conversations, not messages Human, not corporate Continuous, not episodic The New Normal 4

5. It’s about RELATIONSHIPS © 2011 Altimeter Group

6. What Is Needed 6 Authenticity Transparency

7. OUT ofCONTROL? © 2011 Altimeter Group

8. 8 © 2011 Altimeter Group

9. 9 © 2011 Altimeter Group

10. 10 Photo by stanjourdan via Flickr

11. 11 Photo by Steve Rhodes via Flickr

12. 12 Photo by Susan Etlinger via Flickr

13. 13 Photo by Susan Etlinger via Flickr

14. 14 Photo by Steve Rhodes via Flickr

15. Social media helps brands listen… 15

16. ..and respond. But it’s not enough. 16

17. It’s about RELATIONSHIPS © 2011 Altimeter Group

18. How To Prepare © 2010 Altimeter Group

19. #1 Create a Culture of Sharing 19

20. #2 Discipline is Needed to Succeed 20 Take reasonable action to fix issue and let customer know action taken Positive Negative Yes Yes No Assess the message Evaluate the purpose Does customer need/deserve more info? Do you want to respond? Unhappy Customer? Are the facts correct? Gently correct the facts No Response Yes Yes No No No DedicatedComplainer? Are the facts correct? Yes Can you add value? Yes No No Yes Comedian Want-to-Be? Explain what is being done to correct the issue. Is the problem being fixed? Respond in kind & share Thank the person Yes No Yes Adapted from US Air Force Comment Policy Let post stand and monitor. © 2011 Altimeter Group

21. Climb the Social Business Hierarchy of Needs 21

26. 24 Create Sandbox Covenants © 2011 Altimeter Group

27. It’s about RELATIONSHIPS © 2011 Altimeter Group

28. 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 © 2011 Altimeter Group