cluetrains, conversations, trust and openness
Post on 17-Oct-2014
6.597 views
DESCRIPTION
My short talk from the Technology to Drive Grown workshop at Growth Summit in Sydney - http://bit.ly/3vFM2a A social media talk that's not about social media and rather about being human, having conversations and being open and trust. Speaking notes at http://www.acidlabs.org/2010/02/20/cluetrains-conversations-trust-and-openness/TRANSCRIPT
![Page 1: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/1.jpg)
Cluetrains, Conversations, Trust and Openness
Stephen Collins, acidlabsTechnology to Drive Growth, 18 February 2010
![Page 2: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/2.jpg)
This is not the social media talk
![Page 3: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/3.jpg)
Wicked problems
![Page 4: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/4.jpg)
3. Innovating and the increasing
speed of change.
2008, Neutron and Stanford University
![Page 5: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/5.jpg)
Cluetrains
![Page 6: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/6.jpg)
95 theses
![Page 7: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/7.jpg)
95 theses
![Page 8: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/8.jpg)
95 theses
![Page 9: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/9.jpg)
We’re going to talk about just 1
![Page 10: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/10.jpg)
Markets are conversations
![Page 11: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/11.jpg)
Conversations
![Page 12: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/12.jpg)
This is NOT your market
![Page 13: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/13.jpg)
This is your market
![Page 14: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/14.jpg)
So treat them likehumans
![Page 15: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/15.jpg)
They’re alreadytalking about you
![Page 16: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/16.jpg)
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
![Page 17: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/17.jpg)
Listen in
![Page 18: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/18.jpg)
Reach out
![Page 19: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/19.jpg)
Be human
![Page 20: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/20.jpg)
Sometimes, it’s amazing
http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/
![Page 21: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/21.jpg)
Sometimes, it’s amazing
http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/
![Page 22: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/22.jpg)
Sometimes, it’s amazing
http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/
![Page 23: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/23.jpg)
Sometimes, it’s amazing
http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/
![Page 24: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/24.jpg)
Sometimes, it’s amazing
http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/
![Page 25: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/25.jpg)
Sometimes, it’s amazing
http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/
![Page 26: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/26.jpg)
Sometimes, it’s amazing
http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/
![Page 27: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/27.jpg)
Sometimes, it’s amazing
http://www.warlach.com/2010/02/16/emergency-social-media-for-good-the-funeral/
![Page 28: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/28.jpg)
Trust
![Page 29: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/29.jpg)
Do you completely trust your people?
![Page 30: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/30.jpg)
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!
![Page 31: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/31.jpg)
Do you trust
your customers?
![Page 32: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/32.jpg)
Openness
![Page 33: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/33.jpg)
What are you hiding?
![Page 34: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/34.jpg)
Failure goes global
![Page 35: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/35.jpg)
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/
![Page 36: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/36.jpg)
Be a part of the conversation rather than
the subject
![Page 37: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/37.jpg)
Free your people
![Page 38: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/38.jpg)
C + T + O = :DConversation Trust Openness Delight
![Page 39: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/39.jpg)
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
![Page 40: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/40.jpg)
Thank you
![Page 41: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/41.jpg)
Like the cool pictures?iStockphoto.com and Flickr
And the awesome video?Acton to Hammersmith fast
http://www.youtube.com/watch?v=REXn0RZ4XAY
![Page 42: Cluetrains, Conversations, Trust and Openness](https://reader034.vdocuments.net/reader034/viewer/2022051816/54417cb2afaf9f36248b470a/html5/thumbnails/42.jpg)
License
Share/Remix/Spread... don’t forget to attribute
http://www.slideshare.net/trib