Cluetrains, Conversations, Trust and Openness

Stephen Collins, acidlabsTechnology to Drive Growth, 18 February 2010

This is not the social media talk

Wicked problems

3. Innovating and the increasing

speed of change.

2008, Neutron and Stanford University

Cluetrains

95 theses

95 theses

95 theses

We’re going to talk about just 1

Markets are conversations

Conversations

This is NOT your market

This is your market

So treat them likehumans

They’re alreadytalking about you

And it’s not just me“Customer service fail... I’ve also come back to the office moaning about the optometrist to anyone who’ll listen (not necessarily because they want to) and my 2,500 Twitter followers. And if they continue to not give me my prescription, I will name and shame them. Watch this space.”

http://www.dynamicbusiness.com/articles/articles-blogs/its-time-for-a-whinge.html

Listen in

Reach out

Be human

Sometimes, it’s amazing

http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/

Sometimes, it’s amazing

http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/

Sometimes, it’s amazing

http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/

Sometimes, it’s amazing

http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/

Sometimes, it’s amazing

http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/

Sometimes, it’s amazing

http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/

Sometimes, it’s amazing

http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/

Sometimes, it’s amazing

http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/

Trust

Do you completely trust your people?

What happenswhen you trust

“Roger had followed up for me with other iiNet staff and had answers on both the whereabouts of my hardware and the status of my account.”

http://edgenation.com/?p=237

Not his job!

Do you trust

your customers?

Openness

What are you hiding?

Failure goes global

It’s still not just me

“I say we have to hold these companies accountable for their crap customer service. It shouldn’t matter if they’re talking to a writer for one of the biggest blogs in the world or anyone else. Expedia routinely fails in customer service, but they get away with it because most of the time people don’t have this type of platform to expose these stories.”

http://techcrunch.com/2010/02/14/expedia-sucks/

Be a part of the conversation rather than

the subject

Free your people

C + T + O = :DConversation Trust Openness Delight

http://www.flickr.com/photos/midnight_trucker/376653652/ Imagine

“He that will not apply new remedies must expect new evils; for time is the greatest innovator.”

Francis Bacon, 1625

Thank you

Like the cool pictures?iStockphoto.com and Flickr

And the awesome video?Acton to Hammersmith fast

http://www.youtube.com/watch?v=REXn0RZ4XAY

License

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Contact me

Stephen “trib” Collinstrib@acidlabs.org

@trib+61 410 680722Canberra, Australia

www.acidlabs.org