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Alliance of CEOs Presentation Feb 11, 2011

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Presentation to Alliance of CEOs, San Francisco, February 11, 2011

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Alliance of CEOs Presentation Feb 11, 2011

  1. Open Leadership: How Social Technology Can Transform How You Lead<br />Charlene Li<br />Altimeter Group<br />February 11, 2011<br />Twitter: @charleneli<br />1<br />
  2. OUT ofCONTROL?<br />© 2010 Altimeter Group<br />
  3. © 2010 Altimeter Group<br />
  4. © 2010 Altimeter Group<br />
  5. It’s about RELATIONSHIPS<br />© 2010 Altimeter Group<br />
  6. How to give up control<br />but still be in command<br />© 2010 Altimeter Group<br />
  7. STRATEGY<br />LEADERSHIP <br />PREPAREDNESS<br />© 2010 Altimeter Group<br />
  8. STRATEGY<br />LEADERSHIP <br />PREPAREDNESS<br />© 2010 Altimeter Group<br />
  9. How Best Buy Created a Social Strategy<br />© 2010 Altimeter Group<br />
  10. © 2010 Altimeter Group<br />
  11. © 2010 Altimeter Group<br />
  12. STRATEGY<br />LEADERSHIP <br />PREPAREDNESS<br />© 2010 Altimeter Group<br />
  13. STRATEGY<br />LEADERSHIP <br />PREPAREDNESS<br />© 2010 Altimeter Group<br />
  14. Rethinking<br />LEADERSHIP<br />© 2010 Altimeter Group<br />
  15. The Salesforce “Chatter-ati”<br />© 2010 Altimeter Group<br />
  16. “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.”<br /> - Marc Benioff, CEO of Salesforce.com<br />© 2010 Altimeter Group<br />
  17. STRATEGY<br />LEADERSHIP <br />PREPAREDNESS<br />© 2010 Altimeter Group<br />
  18. STRATEGY<br />LEADERSHIP <br />PREPAREDNESS<br />© 2010 Altimeter Group<br />
  19. Be PREPARED<br />© 2010 Altimeter Group<br />
  20. Starbucks involved 50 People<br />around the organization From the Start<br />© 2010 Altimeter Group<br />
  21. Discipline is Needed to Succeed<br />Take reasonable action to fix issue and let customer know action taken<br />Negative<br />Positive<br />Yes<br />Yes<br />No<br />Assess the message<br />Evaluate the purpose<br />Do you want to respond?<br />Does customer need/deserve more info?<br />Unhappy Customer?<br />No Response<br />Yes<br />Are the facts correct?<br />Gently correct the facts<br />Yes<br />No<br />No<br />No<br />Can you add value?<br />DedicatedComplainer?<br />Are the facts correct?<br />Yes<br />Yes<br />No<br />No<br />Yes<br />Respond in kind & share<br />Thank the person<br />Comedian Want-to-Be?<br />Explain what is being done to correct the issue.<br />Is the problem being fixed?<br />Yes<br />No<br />Yes<br />Adapted from US Air Force Comment Policy<br />Let post stand and monitor.<br />© 2010 Altimeter Group<br />
  22. Ask the Right Questions as a Leader<br />“We tend to overvalue the things we can measure, and undervalue the things we cannot.” <br /> - John Hayes, CMO of American Express<br />© 2010 Altimeter Group<br />
  23. No relationships are perfect<br />Google’s mantra:“Fail fast, fail smart”<br />Prepare for Failure<br />© 2010 Altimeter Group<br />
  24. Create <br />Sandbox <br />Covenants<br />© 2010 Altimeter Group<br />
  25. Give Up Control<br />AND STILL BE IN COMMAND<br />© 2010 Altimeter Group<br />
  26. Charlene Li<br />charlene@altimetergroup.com<br />charleneli.com/blog<br />Twitter: charleneli<br />For slides, send an email to slides@altimetergroup.com<br />For more information & to buy the book<br />visit open-leadership.com<br />© 2010 Altimeter Group<br />

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