Cluetrains, Conversations, Trust and Openness
Stephen Collins, acidlabs Technology to Drive Growth, 18 February 2010

This is not the social
media talk

Wicked problems

2008, Neutron and Stanford University
3. Innovating and the increasing speed of change.

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 like
humans

They’re already
talking 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

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/
Sometimes, it’s amazing

Trust

Do you completely trust your
people?

http://edgenation.com/?p=237 “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.” Not his job! What happens when you trust

Do you trust
your customers?

Openness

What are you hiding?

Failure goes global

http://techcrunch.com/2010/02/14/expedia-sucks/ “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.” It’s still not just me

Be a part of the
conversation rather than the subject

Free your people

C + T + O
= :D Conversation Trust Openness Delight

“He that will not apply
new remedies must expect new evils; for time is the greatest innovator.” Francis Bacon, 1625 Imagine http://www.flickr.com/photos/midnight_trucker/376653652/

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

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Contact me Stephen “trib” Collins
trib@acidlabs.org @trib +61 410 680722 Canberra, Australia www.acidlabs.org