Empowered:

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

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.

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.

Table of Contents

part one: HEROes

1 why your business needs HEROes 3

part two: what HEROes do

2 employee HEROes and their projects 21

3 peer influence analysis 37

4 delivering groundswell customer service 57

5 empowering customers with mobile applications 75

6 amplifying your fans 93

part three: the HERO-powered business

7 do-it-yourself technology fuels the HERO Compact 113

8 is your company ready for HEROes? 131

9 leading and managing HEROes 145

10 helping HEROes innovate 155

11 helping HEROes collaborate 163

12 keeping HEROes safe 177

13 supporting HEROes with technology innovation 191

14 becoming HERO-powered 205

notes 215

acknowledgments 229

case indexes 231

index 237

about the authors 251

272 pages, Hardcover

Po otrzymaniu zamówienia poinformujemy,
czy wybrany tytuł polskojęzyczny lub anglojęzyczny jest aktualnie na półce księgarni.

EMPOWERED: UNLEASH YOUR EMPLOYESS ENERGIZE YOUR CUSTOMERS

BERNOFF J. SCHADLER T.

Empowered:

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