Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business

Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business

by Josh Bernoff
     
 

View All Available Formats & Editions

It's the new normal. Now all of your employees are Twittering away and friending clients on Facebook. Not to mention customers--who feel obligated to update your Wikipedia entry with product complaints.

In this new world, dealing with empowered employees and customers --Insurgents -- is only going to get more challenging. Employees are using this technology in

Overview

It's the new normal. Now all of your employees are Twittering away and friending clients on Facebook. Not to mention customers--who feel obligated to update your Wikipedia entry with product complaints.

In this new world, dealing with empowered employees and customers --Insurgents -- is only going to get more challenging. Employees are using this technology in the workplace and customers are using it in the marketplace, and neither obey the rules you set up.

This chaos is your future as a manager. You could try to shut it down and shut it off. Or you can harness it and reap the business benefits.

According to Josh Bernoff and Ted Schadler of Forrester Research (the organization that brought you Groundswell), your defense against insurgents is to enable them. At its heart, this is a book about how to scale the management of insurgency, both the innovation of insurgent employees and the energy of insurgent customers. The key is a process Forrester calls E Triple S, for the four elements of managing insurgents effectively: empowering, selecting, scaling, and socializing.

While it's based in current trends, the core concept of Managing Insurgents -- that the next management and innovation challenge is harnessing individuals empowered by mobile, social, and connected technology -- is a new idea. In the wake of Groundswell, dozens of social-technology-for-business books cropped up. And there are plenty of books on improving your customer service. But there's no serious business book about management, marketing, and innovation in the throes of this trend. When Insurgency hits, it will be perceived not just as a sequel to Groundswell but as the start of a new management philosophy.

Editorial Reviews

From the Publisher

"This is a worthwhile book for anyone in business to read, not just for marketing or innovation, but also for strategy." – Journal of Consumer Marketing

"…is a well-written, useful guide to how companies can empower their employees." - Ad Age

"If the future sounds scary, Empowered describes it in reasonable, even methodical terms. The book Empowered is a milestone for where things are headed, both for the business manager and the IT manager." - InformationWeek

"…this book is a practical explanation of how social influence marketing, which is having your customers create customers for you—works! Loaded with lots of easy to understand cases, this is an information packed book demonstrating that social technology has become universal." Chief Executive

Library Journal
Two vice presidents at Forrester Research (Bernoff is also the coauthor of Groundswell) offer a rare thing: a book about using new technologies that actually goes beyond jargon and offers practical solutions. In addition to providing examples of how today's consumers have empowered themselves through social software, the authors suggest that the best way to deal with such customers is to train and support empowered workers (or HEROes, "highly empowered and resource operatives"). The most valuable part of the book is its second half, which describes how HERO employees, management, and IT staff can and must collaborate to make the system work. The focus on the whole organization makes this a good read for employees and managers alike.

Product Details

ISBN-13:
9781422162330
Publisher:
Harvard Business Review Press
Publication date:
09/14/2010
Sold by:
Barnes & Noble
Format:
NOOK Book
Pages:
272
Sales rank:
1,190,721
File size:
1 MB

Meet the Author

JOSH BERNOFF is the coauthor of the Business Week bestseller Groundswell, the "best book ever written on marketing and media" (Advertising Age). He is senior vice president, idea development, at Forrester Research.

TED SCHADLER is a vice president and principal analyst in Forrester's IT Research Group. His work over thirteen years at Forrester has focused on disruptive technologies and how senior decision-makers should harness them.

Customer Reviews

Average Review:

Write a Review

and post it to your social network

     

Most Helpful Customer Reviews

See all customer reviews >