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Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business [Hardcover]

Josh Bernoff , Ted Schadler
4.4 out of 5 stars  See all reviews (5 customer reviews)
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Book Description

1 Sep 2010
Is Your Company EMPOWERED for Success?

You know it's happening within your organization. Your people, armed with cheap, accessible technology, are connecting with customers and building innovative new solutions. But who are these creative problem-solvers? How can you be one? And just as important how can you lead them?

We call them HEROes: highly empowered and resourceful operatives. Your company needs them because in the age of Twitter, iPhones, Facebook, YouTube, and an ever-evolving torrent of Web information, your customers now step up to the counter armed with more data and access than ever before, and in many cases, your company is overmatched.

In Empowered, Forrester's Josh Bernoff coauthor of the pioneering book Groundswell and Ted Schadler explain how to transform your company by unleashing the mighty force of these HEROes. Like John Bernier and Ben Hedrington at Best Buy, who built an army of 2,500 tweeting employees to reach out to customers online. Or Ross Inglis, who tapped into Internet computing resources to open an entirely new customer channel for Thomson Reuters. Or John Stadick, who equipped 600 sales staff with iPhones and boosted profits at his construction rental company.

The truth is, one in three of your information workers already use easily accessible technologies that your company does not sanction. Empowered gives you a prescription for embracing this covert innovation. At the heart of a HERO-powered business is a new pact between these critical employees, company managers, and the IT department: HEROes build new solutions to meet customer needs, management sets clear rules while encouraging more experimentation, and IT expands its role to both support and secure these business solutions.

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Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business + Groundswell, Expanded and Revised Edition: Winning in a World Transformed by Social Technologies
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Product details

  • Hardcover: 244 pages
  • Publisher: Harvard Business School Press (1 Sep 2010)
  • Language: English
  • ISBN-10: 1422155633
  • ISBN-13: 978-1422155639
  • Product Dimensions: 23.8 x 16.7 x 2.5 cm
  • Average Customer Review: 4.4 out of 5 stars  See all reviews (5 customer reviews)
  • Amazon Bestsellers Rank: 405,105 in Books (See Top 100 in Books)
  • See Complete Table of Contents

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When it comes to social media management, businesses must get their house in order sooner rather than later. --Information Age, October 2010

Josh Bernoff explains why the only way to support digitally empowered customers is to empower employees to solve their problems. --mycustomer.com, 28 October 2010

Essential reading. Expertly written and packed with illuminating case studies. Read it before your competitors do. --I: Global Intelligence for the CIO, November 2010

Bernoff believes too many marketing departments are still focusing exclusively on short-term promotions and campaigns. --The Marketer, February 2011

A useful look at the value of social media as both a tool that can be used by irate customers, along with how they can be used by employees to resolve customer issues.
--LocalGov.co.uk, February 2011

About the Author

Josh Bernoff is senior vice president, idea development at Forrester Research and is responsible for identifying, developing, and promoting the company's most influential and forward-looking ideas.

Josh is the coauthor of Groundswell: Winning in a World Transformed by Social Technologies (Harvard Business Press, 2008), a BusinessWeek bestseller that has sold close to 80,000 copies to date. Abbey Klaasen of Advertising Age picked it as "the best book ever written on marketing and media," and Amazon's editors put it in their top 10 business books of 2008. In the same year, the Society for New Communications Research picked Josh and his Groundswell coauthor Charlene Li as "visionaries of the year."

Josh has been a Forrester analyst for 14 years. He created the Technographics segmentation, a data format integral to all of Forrester's consumer research. Josh is also known for 10 years of analysis of the television industry. Josh's research has been featured on 60 Minutes. His research, analysis, and opinions appear frequently in publications and media outlets including The New York Times, The Wall Street Journal, and CNBC. He writes a column for Marketing News, a publication of the American Marketing Association, and blogs for Forrester and Advertising Age.

Ted Schadler is one Forrester Research's most innovative and wide-ranging contributors. With 21 years of experience in the software industry, Ted advises clients in a wide variety of industries on collaboration tools and practices. Ted's current research objective is to help clients understand the impact of emerging technologies on information workers. His work includes research on real-time collaboration tools, the economics of cloud-based collaboration, and the effect of mobile devices on enterprise collaboration. Ted launched Workplace Technographics, a unique approach to understanding what information workers need from technology and Internet services. Ted has five years of experience conducting quantitative studies of consumers and companies in 14 countries, with more than 1 million completed surveys. These studies include work on segmentation development, market sizing, behavioral and attitudinal analysis, and persona creation

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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Customer Reviews

4.4 out of 5 stars
4.4 out of 5 stars
Most Helpful Customer Reviews
2 of 2 people found the following review helpful
5.0 out of 5 stars This book is awesome 9 Jan 2011
By Mr
Format:Hardcover|Verified Purchase
This book is an absolute must for any business or anybody looking for a challenge of change in their career. It's opened my eyes to new ways of working and has made me realise my talents may lie elsewhere. It has also made me aware of the power and beauty of social media.

It's well written and there are some great examples and stories, the key to all good communications.

Buy it, read it and make a change to your life.
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2 of 2 people found the following review helpful
5.0 out of 5 stars Empowered 7 Jan 2011
A top read! Extremely informative book - telling you through examples an important message; now that your custmomrs are empowered through social media and connectedness - your staff need to be as well to speak with them. Load of case studies of firms doing this well now - both big and small.
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2 of 2 people found the following review helpful
5.0 out of 5 stars How to get the buzz buzzing 15 Oct 2010
By Rolf Dobelli TOP 500 REVIEWER
In his previous book Groundswell, Josh Bernoff defined strategies for engaging customers on Twitter, blogs and other online social technologies. Since then, a growing number of businesses have connected with their customers using these online tools. But what effect does that engagement have on companies? And what "management challenge" does this new trend present? In this book, Bernoff and his Forrester Research colleague Ted Schadler examine these pressing questions. With great precision and enthusiasm, they detail why and how companies should change the way they run to "unleash" their employees' technological potential, so they can reach out to customers and solve their problems. getAbstract recommends Bernoff and Schadler's book to all managers and marketing professionals. Its concepts and strategies are vital knowledge for modern businesses.
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3.0 out of 5 stars Re-engineering 2? 19 Jan 2014
Format:Hardcover|Verified Purchase
This book is a description of some of the facts of new technological, social and economic realities. The power that customers (clients? victims?) can wield over company reputations through the interweb is laid out with delightful clarity. I am not a young man, but even I knew that. It also pointed out that the Pareto principle (the 80:20 rule) is alive and well. It then suggests that business needs good people who want to serve customers (clients) and use modern IT to do so. The overall message reminded me so much of the principles of re-engineering outlined 20+ years ago: only a small portion of what you do matters, do it better (time and money) and you will do better (the classic example being purchasing in a large motor manufacturer making big savings both on the purchases and the processes to make them). The emphasis in this book is more on quality/service than time and money but the implication is that will come if you get the service/quality right. It further talks about supporting those good people - with IT - to support customers.

Perhaps it's me. I work in a big, stodgy engineering company. It is almost our mission statement that "customers don't know squat". So, perhaps I just don't see what this book stands for. The other reviews are so positive - life changing! - but for me, it was a bunch of (interesting and useful) stuff that has been around for a long time.
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Empowered is the sequel to Groundswell, the best-selling and groundbreaking book by Josh Bernoff and Charlene Li of Forrester Research. This book is equally well-researched and informative, creating a new groundswell in its own little way.

Empowered tells you all you need to know about today's empowered consumer, and it explains how businesses can do worse than to empower their own staff to use social technology and the internet to provide support to and to build a relationship with both existing and potential customers.

Empowered was released in 2010, a couple of years later than its predecessor, and although three years is a long time in the age of the connected consumer, Empowered does well to stay fresh and relevant, even more so than Groundswell, which is still considered to be a breakout thought-leader in the social media 'space'.

Josh and Ted promise to teach you how to unleash your employees, energize your customers and transform your business, and the two authors don't disappoint. It's not too in-depth, either - there's a good balance between providing enough detail to help you to convince your CEO and keeping it short enough so that you can read it in a couple of days during your commute.

Overall, empowered comes highly recommended, from myself and from the hundreds of small and medium-sized business owners who've used these techniques to revolutionise the way they work.
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