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, Ted Schadler, Ike Williams
     
 

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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: See more details below

Overview

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.

Fueled by data from Forrester Research, Empowered is packed with the business tools and information necessary to move your organization several steps ahead of the competition:

• Statistical analysis of the 16% of customers who account for 80% of the online influence

• The four-step IDEA process to transform customer-facing service, marketing, and mobile applications

• A tool to score HERO projects on value and effort, to offer guidance on which projects to support

• The HERO index: A scorecard of the industries and departments with the most—and the fewest—HEROes

• Roadmaps for collaboration systems that stimulate and support HERO innovation

• The game plan for IT's new role as a key partner in technology ideas throughout the company

• Dozens of case studies and examples from firms in every industry, from retail to business services

Armed with an arsenal of exciting and valuable new technologies, your employees are already transforming the way you do business. You can lead them or block them—it's your choice. Empowered will help you make the right decision.

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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
File size:
1 MB

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