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Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business Hardcover – September 14, 2010
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" 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 youworks! Loaded with lots of easy to understand cases, this is an information packed book demonstrating that social technology has become universal." Chief Executive
About 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.
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Top Customer Reviews
"If you like Mashable, you'll LOVE Empowered!"
Pretty standard book if you keep up with the social web at all. When the author says "Stop me if you've heard this one" and proceeds to tell the United Breaks Guitars story, it should have been my cue to put down the book.
There are some good concepts, but I think they way they try to build off of the POST strategy by forcing another 4-letter acronym into the picture doesn't work for me.
I was also struck by the high amount of "popular highlights" on the Kindle version. Typically, you see popular highlights once or twice a chapter. The first portion of this book was a literal dartboard, which was also a cue to me that this book might be more beginner-level. Seriously, the most popular highlight in the book is "To succeed with empowered customers, you must empower your employees to solve customer problems." What a gem...
As far as my highlights and main takeaways, I enjoyed the tidbit that "people who talk about airlines are twice as likely to use Twitter", as well as the last 2 paragraphs of the book. If I had read those two items alone, I'd be content.
I'm thankful to the authors for offering this book for free on Kindle, because I would have been disappointed in paying $10 to read it. It will sit on my e-shelf next to Socialnomics in the "do not recommend to anyone with experience" area. If you're talking to a newbie, however, point them towards this and Groundswell as a great primer and intro.
Empowered is a welcome follow-up to Groundswell Groundswell: Winning in a World Transformed by Social Technologies. It takes the perspective of the individual within the company who steps up to the challenges posed by organizational realities (and nonsense), to do the "right thing" for the company and/or the customer. Bernoff and Schadler call these people Highly Empowered Resourceful Operatives -- HEROs. The message is: you need HEROs. So let's talk about how the book tells this story, and what it might mean to you.
The book starts with the bold assertion that you need HEROs in your company to fix the flaws in the way you interact, ignore, or infuriate your customers. Moreover, you need to support your HEROs, even if this means breaking a few processes here and there. This assertion is then supported by a series of wonderful stories about the impact that influential customers and heroic employees have on huge multi-billion $ companies. You'll recognize the brand names throughout the book (such as Maytag and BestBuy), and you may already know some of the stories. You may also recognize the gracious mention of many vendors in the Social CRM and Enterprise 2.0 space. The big take-away in the first section is the clarification of the 4 technology drivers that amplify changes affecting marketing, customer support, and corporate technology. These are: mobile computing, pervasive video, cloud computing, and social technologies.
The analysis is on-target and crisp; highlighting the issues and implications of each. Note: At this point the careful reader might ask if the assertion "You need HEROs" is truly supported by the stories. I'd suggest another question is "who is the 'you' that the authors are talking about?" So let's read on and see.
The next section addresses some of the projects that HEROs create and provides a worksheet for how to predictively evaluate the value of the effort. This section is full of great stories from Zappos, ETrade, Intuit, UPS, Ford, Microsoft, and a few other familiar brands. Unfortunately the authors do not show how they would apply the worksheet inputs to any of the cases -- they only refer to the output. So you get a worksheet that seems reasonable and helpful, but I'm not sure it had been battle-tested. But, you can help battle-test the worksheet by using it. And you can find it on the website associated with the book (at [...]).
The section continues with more well-written stories of companies that allowed HERO-ic individuals to do the "right" thing in the face of corporate challenges. There is also a decent amount of supportive data that Forrester collected to add quantifiable scope to their assertions. You'll probably recognize the "United Breaks Guitars" story. Each story add a slightly different angle to the main point of the book - that being: Corporations get in their own way of great service, great marketing, and great employee engagement, but new tools and behaviors, along with a HERO-empowering mindset can help fix this.
The final section focuses on the impact that HEROs have on the organization. And thankfully the authors address the fact that not all change is going to go over well. The reality is that HEROs make mistakes. But the authors argue (effectively) that mitigating the extent and negative impact of the mistakes is usually pretty achievable, and the benefits usually outweigh the risks. The authors take a clear stand, even though they disclose that companies will struggle taking their advice. They did not present the anti-case studies of failed HEROs or of employees who get themselves fired by trying to be HEROs 'cuz they read about it in a hot business book. As with most HERO epics, the story has a hopeful ending.
As I closed the book I felt this was a great read, well written, and worthwhile. The stories carried the message. Forrester's data supported the message. And the practical advice throughout provided tangible value to the message. But for some strange reason, I could not give it 5 stars. Perhaps because I have over-inflated expectations based on my familiarity with the authors and the topic. Sorry if that's unfair.
Here's where it fell short for me. My expectation was that the authors would take a sharper edge at the Pollyanna syndrome where we get so dazzled by Social Media that we forget to challenge the stories. The fact that someone might have a few thousand twitter followers, is alone, not enough to say that a few thousand people actually read tweets from that person. Many twitter follower are non-people, or are people who don't read your tweets. The fact that someone you admire really hates some brand and blogs about it might make for fun reading -- but to what extent does that really impact sales or stock price? I believe 100% approval usually mean "boring". You probably want to have a least 5% of the people in the world upset with you -- otherwise you are not doing enough. So I expected to see the hard data demonstrating the extent that Maytag (or United, etc.) really suffered from some negative blogs. Maybe it actually benefited from this book mention? Maybe sales are really impacted by the impression we have of the salesperson in the store, not the articulate blogger who had a some random bad experience. So I expected more data, and more critical perspective on the proof-points. It was present, I wanted more.
I also hoped to see a very clear articulation of the three areas that the book covered -- 1. brand impression 2. customer service, and 3. employee collaboration. These all benefit from HEROs, but the cases are very different, and I hoped the authors would delineate these in a very crisp manner. Again, it was present, but I wanted more.
I also hoped that they would make very clear to whom they target their message. Let me take a stab: these authors typically speak to, and about, $1B+ companies. So if you are the CMO in such a company -- this book is your task list and you have to read it. There are many such companies: banks, airlines, tech-giants, utilities, media properties, big-box retailers, and others. But let's say you are the CMO of a small business that runs a chain of auto-repair shops? or you run a dry cleaner? How does the HERO message work for you? Do you have a brand that could be impacted by a blogger? Do people think that the best way to get your attention is to tweet? Maybe. But we'd all understand that the approach would differ substantially.
We love reading about heroes, since they give us something to admire, and aspire to. But I wonder if the book would have been even better if the lasting message was how to make sure that HERO behavior becomes more viral and pervasive than hero stories. After all, there is no Superman. We each have to be the HERO in our own little corner of the world. Companies don't need the solo, inspirational social media HERO that we can use as case studies for great blog posts and business books. Companies need everyone to be a hero. "Empowered" is the next needed step -- but I suspect there's more to this story.
Smoothing the discrepancy between companies' misperceptions and the irate frustration of customers, the HEROs of Empowered not only use their knowledge and closeness to the frontline of retail consumers to strengthen their company's brand and integrity, they can foster its credibility and positive buzz with an everbroadening positive "fan" base. Companies who GET this, and who empower their employees close to the action rapidly to step in with solutions for honking issues, will be the ones who pull ahead of competitors by differentiating the swiftness of their actual concern and response.
Beginning with the first pages of the book and continuing throughout, real life examples of how social media + problems + reaction can make or break a customer service contretemps of all magnitudes. Empowered is a compelling -- and necessary -- read for managers, CEOs, and HEROs who do not want to be left behind the 8-ball.
As the title suggests, it is all about why and how to empower people. Many of the earlier stories center around social media and customer service. Pointing out how short sighted companies can be to not give staff power to solve problems quickly. And pointing out that the new media (blogs, twitter, etc) give great power to the customer. Companies that ignore this shift in power do so at their own risk.
Social media and computers give customers power that can also be tapped. Empowering customers is also important.
I like that it also talks about the complexity, cost and importance of the task and how that can help determine how much empowerment can be given.
It talks in terms of HEROs - Highly Empowered and Resourceful Operators and makes the case that businesses need HEROs now more than ever in order to thrive. It talks about how to create them.
Most Recent Customer Reviews
`Empowered' and `Social Media' - do they mean anything? Bernoff & Schadler avoid faddishness with a book grounded in real-world complexities...Read more