Open Leadership: How Social Technology Can Transform How You Lead

Charlene LiAltimeter GroupMarch 15, 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

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STRATEGY

LEADERSHIP

PREPAREDNESS

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STRATEGY

LEADERSHIP

PREPAREDNESS

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Four goals define your Open Strategy

Learn

Dialog

Support

Innovate

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Go beyond traditional customer data11

Demographic

Geographic

Psychographic

Behavioral

Socialgraphic

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Engagement Pyramid12

Curating

Producing

Commenting

Sharing

Watching

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United States

BrazilSouth Korea

UK

Curating <1% <1% <1% <1%

Producing 26.1% 52.7% 53.1% 21.1%

Commenting

34.4% 54.0% 76.2% 31.9%

Sharing 63.0% 79.3% 64.6% 61.8%

Watching 78.1% 89.3% 89.3% 78.9%

Engagement Pyramid Data13

Source: Global Wave Index Wave 2, Trendstream.net, January 2010

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Allow all employees to Learn14

What would happen if every employee could

learn from customers?

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How DellOutlet drives sales with Dialog

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Support can be strategic16

Starbucks involved 50 Peopleto drive Innovation

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STRATEGY

LEADERSHIP

PREPAREDNESS

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STRATEGY

LEADERSHIP

PREPAREDNESS

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Open Leadership20

Having the confidence and humility to give up the need to be in control,while inspiring commitment from people to accomplish goals

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Traits of Open Leaders21

Authenticity Transparency

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Transparency as an imperative22

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How Best Buy created Open Leaders

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STRATEGY

LEADERSHIP

PREPAREDNESS

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STRATEGY

LEADERSHIP

PREPAREDNESS

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#1 Create a Culture of Sharing28

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#2 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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#3 Ask the Right Questions about Value

“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”

#4 Prepare for Failure

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Create

Sandbox

Covenants

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It’s about RELATIONSHIPS

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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

© 2011 Altimeter Group