creating a fast learning organization, arf leader forum

Creating A Fast Learning Organization

January 27, 2009

Charlene Li

Founder, Altimeter GroupCo-author, “Groundswell”

Transform Your Research by Listening ... West Coast Edition

What Is Different Today

» Activist customers

» Empowered employees

» Non-traditional competitive threats

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Transform Your Research by Listening ... West Coast Edition

Learning Comes From Everywhere

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New forms of leadership will be needed

Transform Your Research by Listening ... West Coast Edition

Who owns listening and learning?

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1. Market research

2. Marketing

3. Customer service

4. Product development

5. IT

Transform Your Research by Listening ... West Coast Edition

Four Goals Of Learning Organization

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Transform Your Research by Listening ... West Coast Edition

Basic Learning Tools

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Transform Your Research by Listening ... West Coast Edition

Oracle Listened To Learn

Oracle put a roadblock on its own home page to encourage feedback/ideas

Executives participated in the online community

Transform Your Research by Listening ... West Coast Edition

H&R Block Listened First To Dialog Better

Transform Your Research by Listening ... West Coast Edition

And Then Asks Customers To Do The Talking

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Transform Your Research by Listening ... West Coast Edition

BlueShirtNation.com Supports Best Buy’s Front Line Employees

Transform Your Research by Listening ... West Coast Edition

Comcast Listens To Support

Transform Your Research by Listening ... West Coast Edition

Starbucks Listens To Innovate

50 people participate in the process, representing every department

Transform Your Research by Listening ... West Coast Edition

The CIO Shares Process and Plans

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Transform Your Research by Listening ... West Coast Edition

Next Steps

» Determine where fast, flexible learning is most needed to support business goals

» Figure out who you need to listen to

» Find out who is best at listening to that audience

» Diversify your tool set• Nothing beats hands-on experience

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Transform Your Research by Listening ... West Coast Edition

The Fallacy Of Control

15Photo: Kantor, http://www.flickr.com/photos/kantor

Transform Your Research by Listening ... West Coast Edition

Develop Intestinal Fortitude

Transform Your Research by Listening ... West Coast Edition

Charlene LiAltimeter Group

charlene@altimetergroup.comblog.altimetergroup.com

Slides available at slideshare.net/charleneli

Copyright © 2008 Altimeter Group