•Give the people control and we will use it

•Dell hell
•Your worst customer is your best friend
•Your best customer is your partner

Josef B. Ayson| II BS MGT| CE 195.2|

What Would Google Do?
-Lashing out on the internet
-Criticize companies
-Express anything and
everything
Customers given power by
the companies are better off
than controlling their assets
themselves
Josef B. Ayson| II BS MGT| CE 195.2|
What Would Google Do?
I just got a new Dell laptop and paid a
fortune for the four-year,
in- home service.
The machine is a lemon and the service is
a lie.
I’m having all kinds of trouble with the
hardware: overheats, network doesn’t
work, maxes out on CPU usage. It’s a
lemon.
But what really irks me is that they say if
they sent someone to my home—which I
paid for—he wouldn’t have the parts, so I
might as well just send the machine in and
lose it for 7–10 days—plus the time going
through this crap. So I have this new
machine and paid for them to FUCKING FIX
IT IN MY HOUSE and they don’t and I lose it
for two weeks.
DELL SUCKS. DELL LIES. Put that in your
Google and smoke it, Dell.
-Jeff Jarvis

Josef B. Ayson| II BS MGT| CE 195.2|

What Would Google Do?
 • Dell’s
transformation
from worst to
first in costumer
satisfaction
Dell sold Jeff Jarvis a It became so hard for him
lousy computer. to have it fixed—
numerous times because
The blog of the slow service
attracted time
millions of
people greatly Dell finally
affecting Dell revamped its He blogged about Problem: The
sales services it ineptness of the
customer
service

A lot of people had

Dell did not do the same problem
anything and replied to his
blog
Josef B. Ayson| II BS MGT| CE 195.2|
What Would Google Do?
PC industry circles have been
buzzing in recent months that
Dell’s customer support is
slipping—a claim bolstered on
Aug. 16 by a University of
Michigan study that showed a
hefty decline in customer
satisfaction from a year ago. So
the last thing Dell needed was for
someone to turn the customer-
service issue into a cause célèbre.
Enter Jeff Jarvis.
- August 2005, BusinessWeek

Josef B. Ayson| II BS MGT| CE 195.2|

What Would Google Do?
 • Dell’s
transformation
from worst to
first in costumer
satisfaction
Jeff Jarvis’ tips for companies

1.Read blogs
2.Talk with your consumers (Ideastorm)
3.Blog (Direct2Dell)
4.Listen to all your bad press and bad blog PR and consumer dissatisfaction
and falling stock price and to the failure of your low-price strategy (decrease
handletime)

Josef B. Ayson| II BS MGT| CE 195.2|

What Would Google Do?
What Would Google
Do
New Architecture

Ricson Chua
060798
IV BS Computer
The Link Changes
Everything
 The “link” being a new form of
communication.
 Advantages brought about by the “link”
 Permalinks

Ricson Chua
060798
IV BS Computer
Do What You Do Best and
Link to the Rest
 Interest groups.
 Lessens redundancy.
 People find what they need when they need

it.

Ricson Chua
060798
IV BS Computer
Join a Network
 Creating the connections
 Opening networks to advertise
 Keeping network service fees at a

minimum.

Ricson Chua
060798
IV BS Computer
Be a Platform
 Allowing people to change or use your
product in a different manner
 Building businesses from a platform and

later being a platform for another to

increase value

Ricson Chua
060798
IV BS Computer
Think Distributed
 Go to where the people are
 Bring people to where they want to go
 Distribute then aggregate then distribute

again.

Ricson Chua
060798
IV BS Computer
 New Google
Speed Rules

Jose L. Jimenez III

IV BS CoE
What Would Google Do? : New Speed
Answers are Instantaneous

 Google has made us an impatient people.

 Fashion reacts to new styles overnight.
 Speed becomes not only a competitive
advantage but also a strategic necessity.
 Perhaps only religion can claim
exemption from the imperative
for speed.
 Like God, Google values permanence.

Jose L. Jimenez III

IV BS CoE
What Would Google Do? : New Speed
Life is live

 Live news feed from people will have a

profound impact on news networks.
 Twitter is becoming the canary in the
news coal mine.
 Live web presents a problem to Google:
How can it search for things as they are
happening?
 Being live brings about network groups.

Jose L. Jimenez III

IV BS CoE
What Would Google Do? : New Speed
Mobs form in a flash
 Howard Rheingold chronicled the fall
of Philippine president Joseph Estrada.
 Twitter form mobs at a conference. It
came together in minutes.
 Every second counts.
 The internet has changed the speed,
the rhythm, and the process of
business.
 It’s simple for a competitor with a better
answer to steal your customers in a flash.

Jose L. Jimenez III

IV BS CoE
What Would Google Do? : New Speed
Money
• Google Capital: Money makes networks
• The First Bank of Google: Markets minus
middlemen

Josef B. Ayson| II BS MGT| CE 195.2|

What Would Google Do?

 Venture Capital
- money used for
investment in
enterprises that
involve high risk, but
offer the possibility
of large profits
Josef B. Ayson| II BS MGT| CE 195.2|
 Being public and
searchable and
findable
 Blogging for
Business
 Hire net natives
(young and knows
what people want)
What Would Google Do?

 Venture Capital
 -Venture capitalists
traffic in innovation,
change, and risk.
 Venture capital was
a secretive business
(Fred Wilson)
Josef B. Ayson| II BS MGT| CE 195.2|
 Young entrepreneurs:
◦ Facebook apps creation
◦ College-Startup.com
(tagline: “Get rich from
your dorm room”)
 Venture capital’s goal is
to find talented people
with good ideas and to
give them the resources
they need to execute
those ideas
What Would Google Do?
  cashless society
 Prosper.com  -Japan paying with
 Zopa
mobile phones
 Loanio
 -Paypal
 dhanaX.com
 -Microsoft wanted
 Kiva.org
to become the
 change the world
cash register of the
one entrepreneur web
at a time.  $$ Googlebucks $$

Josef B. Ayson| II BS MGT| CE 195.2|

What Would Google Do?
What Would Google
Do
Advertising
Five Lessons from Google
 Focus on Talent
 Newness
 Data
 Make Money through the side door
 Focus on the use and all else will follow
New Advertising
 Cheap
 Fast
 Less Pressure
Another New Relationship
 Closing the Gap
 Your worst customer is your best friend
 Your customer is your Ad
What becomes of
Advertising
 Outside moving Inwards
 Becoming a network
 Public Institutions
If Google Ruled The World

Jose L. Jimenez III

IV BS CoE
What Would Google Do? : Public Institutions
GOOGLE U: Opening Education

 Who needs a university when we have Google?

 Key roles of a university: socializing,
research, testing and teaching.
 There could be new models for education.
 Google forces educators to teach differently.
 Imagine a new educational ecology.
 “In the real world the tests are all open book,
and your success is inexorably determined by
the lessons you glean from the free market.

Jose L. Jimenez III

IV BS CoE
What Would Google Do? : Public Institutions
THE UNITED STATES OF
GOOGLE
 Google and the internet will have a
profound impact on how
government is run.
 Create the Facebook of democracy.
 Those in power can use the internet
to become better informed about
our needs and desires.
 Practice transparency.
 Google and company aren’t taking
over Washington. They’re helping
us take over.

Jose L. Jimenez III

IV BS CoE
What Would Google Do? : Public Institutions
New Publicness

VS

Andeonette A. Villanueva
CE 195.2
5 BS ECE
  The Mining
started Company- 1997
Provide human-
by


powered guide to
the internet
Scott Kurnitt

 How to be Google-ready?

 Search Engine Optimization

 Monitor Search Queries

Andeonette A. Villanueva
CE 195.2
5 BS ECE
What The world values you more,
?


is Google values you more

Google as HOW?
“frenemy” • Be searchable!
• “Splogs”
• Be up-to-date

Cannot be found on Google? Andeonette A. Villanueva

Might as well, do not exist! CE 195.2
5 BS ECE
 Internet
Presence

 Every information counts

 Be clear
 Keep it simple
 No fancy content management
system
 Permalink
 Separate topics, separate pages
 Make others aware of your site
 Put brand on every page

Andeonette A. Villanueva
CE 195.2
5 BS ECE
 Retail

Google Eats Google Shops

Andeonette A. Villanueva
CE 195.2
5 BS ECE
More data, more learning, more useful advice

Networks force specialization

Stand out for

what you do
best!

Andeonette A. Villanueva
CE 195.2
5 BS ECE
 How to succeed in retail
success

 THEN  NOW
◦ Retail success based  Links, Google, Googlejuice
on location

 Best advertisement? A happy customer!

 Customers can be sales agents.
 The store’s salvation is its customers.
 Your customers are your brand.

Andeonette A. Villanueva
CE 195.2
5 BS ECE
WHAT WOULD
DO:

NEW ATTITUDE
• The powerful must learn to trust the public
• Once the people are given choice and control, they would tend
to pick the good stuff
• Abundance breeds quality
• The internet enables unlimited creation and because
abundance breeds quality, we now have more good stuff
•Google provides the infrastructure for a culture of choice
•Google’s algorithm and business model work because Google
trusts us
Any friend of ours is a friend of Google

Google found value in trust

 Other companies/organizations :

- Facebook, Ebay, Amazon, PayPal

- Digg
-Wikitorial (by Los Angeles Times)
 People misuse everything

 Where there is challenge, find the opportunity

WE are GOD and our DATA is the BIBLE

Google has faith in data because it has faith in us

 How do you capture and act on that wisdom?
 How do you listen?
 How do you enable them to share their wisdom with each
other and with you?
 How do you help them make you smarter?
 Do you have the systems in place to hear?
 Do you have the culture in place to act on what you
hear?
• ABOUT.COM

• STARBUCKS
• DELL

• P&G
a)Flickr measures the interactions that
occurred around a photo
(comment, email, tag, link)
b) Flickr maps out to find who turns out to be hubs of activity
and gives these people/users weight
c) Flickr does a reverse social analysis
 New Business
Reality
Atoms are a drag
Middlemen are doomed
Free is a business model
Decide what business you’re
in
Service
Google Air
Google Real Estate

Adrienne Mae G. Riña

5 BS ECE
CE 195.2
Stuff is
just so
last
century.
‘Old’ Business
 Identified and limited by its
product
 “We are what we make” mantra

Adrienne Mae G. Riña

5 BS ECE
CE 195.2
The Irony
Print had become a burden to a print company.
• Expensive to produce
content, to manufacture, to
deliver
• One size fits all
• Does not give the readers
all they want
• Defeats the purpose of up-
to-the-minute news
• Can’t be searched nor
forwarded
• No archive
• Kills trees
Adrienne Mae G. Riña
5 BS ECE
CE 195.2
Newspapers gone online
From NYTimes.com to INQUIRER.net

vs

Print sucks. Stuff sucks.

Adrienne Mae G. Riña
5 BS ECE
CE 195.2
The Death of Middlemen

It’s a business of efficiencies,

volume, turnover, and tight
margins.
Adrienne Mae G. Riña
5 BS ECE
CE 195.2
Google Real Estate
Middlemen’s new role

Create a company that does nothing

but help market homes in the open
internet (just like craigslist)

Sell not just the property but the

experience, the lifestyle, the
community.
Next- generation agents should offer buyers à
la carte services.
Adrienne Mae G. Riña
5 BS ECE
CE 195.2
Ads = $$$
Goal of any business
is to collect money
and make a profit.

Impressive profit may

come through the
side door.

Adrienne Mae G. Riña

5 BS ECE
CE 195.2
Identity Crisis

Search business?
Service business?
Knowledge company?
Community company?
Data company?

Where is your value

and where is your
revenue?
Adrienne Mae G. Riña
5 BS ECE
CE 195.2
 Google Air
Creating a social marketplace of fliers

Airlines can be a social

company.
As well as a database of live
knowledge from real
travellers with fresh
information.

Adrienne Mae G. Riña

5 BS ECE
CE 195.2
Generation G
New tools, new mentality.
 Julie : has a new Haircut !!

Emilie : I decided to spend a day

without facebook and failed.
Martin : I just saw Avatar, awesome

Martin Poletiek
BS MIS 4
VS

Martin Poletiek
BS MIS 4
Martin Poletiek
BS MIS 4