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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
Product Description
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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Most Helpful Customer Reviews
1 of 1 people found the following review helpful:
5.0 out of 5 stars
This book is awesome,
This review is from: Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business (Hardcover)
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.
1 of 1 people found the following review helpful:
5.0 out of 5 stars
Empowered,
By
This review is from: Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business (Hardcover)
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.
1 of 1 people found the following review helpful:
5.0 out of 5 stars
How to get the buzz buzzing,
By
This review is from: Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business (Hardcover)
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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