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

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Harvard Business Press, 2010 - Business & Economics - 252 pages
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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: 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.

InEmpowered, Forrester's Josh Bernoff--coauthor of the pioneering bookGroundswell--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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Empowered: Unleash Your Employees, Energize Your Customers, Transform Your Business

User Review  - Sarah Statz Cords - Book Verdict

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 ... Read full review

Contents

why your business needs HEROes
3
what HEROes
19
employee HEROes and their projects
21
peer influence analysis
37
delivering groundswell customer service
57
empowering customers with mobile applications
75
amplifying yourfans
93
the HEROpowered business
111
doityourself technology fuels the HERO Compact
113
is your company ready for HEROes?
131
leading and managing HEROes
145
notes
215
acknowledgments
229
index
237
about the authors
251
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About the author (2010)

Josh Bernoff is the coauthor of theBusiness Week bestsellerGroundswell, 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.

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