Weitere ähnliche Inhalte Ähnlich wie Social Media Strategy, HSM ExpoManagement Espana (20) Mehr von Charlene Li (20) Kürzlich hochgeladen (20) Social Media Strategy, HSM ExpoManagement Espana1. Open Leadership: How Social Technology Can Transform How You Lead Charlene Li Altimeter Group 1 June 2011 Twitter: @charleneli Email: charlene@altimetergroup.com 1 7. 7 How to give up control but still be in command © 2011 Altimeter Group 11. Learn with basic tools 11 What would happen if every employee could learn from customers? 12. Integrate monitoring with workflow 12 Other providers Alterian BrandsEye Buzzmetrics Cymfony Sysmos Visible Tech. From Radian 6, to be acquired by Salesforce.com 15. Engagement Pyramid - Watching 15 Watch videos Read blog posts Listen to podcasts Read tweets Read discussion forum posts 16. Engagement Pyramid - Sharing 16 Share a link Share photos Share videos Write a status update Retweet 17. Engagement Pyramid - Commenting 17 Comment on a blog Write a review Rate a product Participate in a discussion forum @Reply on Twitter 29. Open Leadership 29 Having the confidence and humility to give up the need to be in control, while inspiring commitment from people to accomplish goals © 2011 Altimeter Group 32. How Best Buy created Open Leaders 32 © 2011 Altimeter Group 36. “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 © 2010 Altimeter Group 41. #2 Discipline is Needed to Succeed 41 Take reasonable action to fix issue and let customer know action taken Negative Positive Yes Yes No Assess the message Evaluate the purpose Do you want to respond? Does customer need/deserve more info? Unhappy Customer? No Response Yes Are the facts correct? Gently correct the facts Yes No No No Can you add value? DedicatedComplainer? Are the facts correct? Yes Yes No No Yes Respond in kind & share Thank the person Comedian Want-to-Be? Explain what is being done to correct the issue. Is the problem being fixed? Yes No Yes Adapted from US Air Force Comment Policy Let post stand and monitor. © 2011 Altimeter Group 42. Center of Excellence Business Units Executives Employees 3 Use training to create knowledge and practice © 2011 Altimeter Group 43. #3 Ask the Right Questions about Value 43 “We tend to overvalue the things we can measure, and undervalue the things we cannot.” - John Hayes, CMO of American Express © 2011 Altimeter Group 44. No relationships are perfect Google’s mantra:“Fail fast, fail smart” #4 Prepare for Failure 44 © 2011 Altimeter Group 45. 45 Create Sandbox Covenants © 2011 Altimeter Group 47. 47 Give Up Control AND STILL BE IN COMMAND © 2011 Altimeter Group 48. 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 Hinweis der Redaktion http://surprise.klm.com/ http://www.facebook.com/interrailnet?sk=wall&filter=2 http://www.fiatmio.cc/en/20110330#charlene#innovating#crowdsource Define how open well.