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Charlene Li at Pivot Conference Oct 2011

Charlene Li keynote at Pivot Conference, Oct 18, 2011. "Disruptive Technology and the New Consumer Landscape"

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Charlene Li at Pivot Conference Oct 2011

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

  2. 2 © 2011 Altimeter Group

  3. 3 How Time Flies iPhone Debut Jan 2007 Facebook Connect July 2008 Nexus One Android Debut January 2010 Facebook Timeline Sept 2011 Facebook Platform May 2007 iPhone App Store July 2008 iPad Debut April 2010 Our notions of sharing & privacy have changed as well © 2011 Altimeter Group

  4. 4 The New Normal  Conversations, not messages  Human, not corporate  Continuous, not episodic © 2011 Altimeter Group

  5. It’s about RELATIONSHIPS © 2011 Altimeter Group © 2011 Altimeter Group

  6. 6 What Is Needed Authenticity Transparency © 2011 Altimeter Group

  7. OUT of CONTROL? © 2011 Altimeter Group © 2011 Altimeter Group

  8. 8 © 2011 Altimeter Group © 2011 Altimeter Group

  9. 9 © 2011 Altimeter Group © 2011 Altimeter Group

  10. 10 Photo by stanjourdan via Flickr © 2011 Altimeter Group

  11. 11 Photo by Steve Rhodes via Flickr © 2011 Altimeter Group

  12. 12 Photo by Susan Etlinger via Flickr © 2011 Altimeter Group

  13. 13 Photo by Susan Etlinger via Flickr © 2011 Altimeter Group

  14. 14 Photo by Steve Rhodes via Flickr © 2011 Altimeter Group

  15. 15 Social media helps brands listen… © 2011 Altimeter Group

  16. 16 ..and respond. But it’s not enough. © 2011 Altimeter Group

  17. It’s about RELATIONSHIPS © 2011 Altimeter Group © 2011 Altimeter Group

  18. How To Prepare © 2011 Altimeter Group © 2010 Altimeter Group

  19. 19 #1 Create a Culture of Sharing © 2011 Altimeter Group

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

  21. 21 Climb the Social Business Hierarchy of Needs © 2011 Altimeter Group

  22. 22 #3 Prioritizing disruptions that matter User Experience •Is it easy for people to use? •Does it enable people to connect in new ways? Business Model •Does it tap new revenue streams? •Is it done at a lower cost? Ecosystem Value •Does it change the flow of value? •Does it shift power from one player to another? © 2011 Altimeter Group

  23. 23 #4 Prepare for Failure No relationships are perfect Google’s mantra: “Fail fast, fail smart” © 2011 Altimeter Group © 2011 Altimeter Group

  24. 24 © 2011 Altimeter Group © 2011 Altimeter Group

  25. It’s about RELATIONSHIPS © 2011 Altimeter Group © 2011 Altimeter Group

  26. © 2011 Altimeter Group © 2011 Altimeter Group

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