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

2


Learning Comes From Everywhere

3

New forms of leadership will be needed


Who owns listening and learning?

4

1. Market research

2. Marketing

3. Customer service

4. Product development

5. IT


Four Goals Of Learning Organization

5


Basic Learning Tools

6


Oracle Listened To Learn

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

Executives participated in the online community


H&R Block Listened First To Dialog Better


And Then Asks Customers To Do The Talking

9


BlueShirtNation.com Supports Best Buy’s Front Line Employees


Comcast Listens To Support


Starbucks Listens To Innovate

50 people participate in the process, representing every department


The CIO Shares Process and Plans

13


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

14


The Fallacy Of Control

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


Develop Intestinal Fortitude


Charlene LiAltimeter Group

[email protected]

Slides available at slideshare.net/charleneli

Copyright © 2008 Altimeter Group

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Creating A Fast Learning Organization, ARF Leader Forum