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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
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
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.Read more ›
I'm a social media consultant. I was in a meeting with a client only yesterday, and I found myself referencing and pulling this book out multiple times, referencing the handy checklists, charts, and questions. My clients can't wait to get their own copies! Truly, this is a resource that every business person needs.
"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.
In the authors' words, "technology populism" is not a fad: employees (and their end customers) are mastering new aspects of technology every day. Left unchecked, this innovation could result in chaos. The authors correctly note that "it must align with corporate strategy . . . leadership has to communicate its goals and strategies more effectively or there will be a lot of wasted innovation."
Pulling disenfranchised, rogue and locked-down employees into the HERO employees quadrant (acting more resourceful and feeling more empowered) is more than just pop psychology: it's a value generator and competitive differentiator (especially with Customer Service, where less than one in five employees are HEROes).
Another telling statement: "innovation is about speed (fast, cheap experiments and high velocity), collaboration (feedback from across the organization; a business strategy: a way to improve the productivity of people and teams and accelerate the flow of information throughout the company), and systems (software that supports innovation).
The "aha" moment was showing how the groundswell technology trends of smart mobile devices, pervasive video, cloud computing services, and social technology empower and serve customers, and develop workers in the process.Read more ›
Most Recent Customer Reviews
Empowering your audience. Instead of spending marketing dollars to advertise, spending it on wowing the customer and coming up with ways to help them get involved and spread word... Read morePublished 8 months ago by Greg Silas
When Groundswell (Bernoff's first book) was first published, the title struck me as brilliant, because it assigned a broader meaning to a term that more and more people were using... Read morePublished 20 months ago by Rohit Bhargava - Author | Speaker | Nice Guy
A good book that is a fitting sequel to Groundswell: taking things one step further with the emphasis on the management challenges presented by HEROes (Highly Empowered and... Read morePublished on August 2, 2013 by Ville Kilkku
>>>..."Empowered" & "Groundswell2011" ( Authors - Charlene Li & Josh Bernoff ) are MustReads & should be taken together for our Best Total Understanding!!!... Read morePublished on February 22, 2012 by Michael GreenGold
I work in a large IT team and recently got involved in IT product management and internal communities of practice. Read morePublished on December 4, 2011 by Double-O
Great title! But easier said than done. As managers we all want to empower our employees, but how? In their book Empowered Josh Bernoff and Ted Schadler show how to use technology... Read morePublished on September 14, 2011 by Marv Russell
Great insight, with relevant examples of successes in buisness. This is a book that Leaders and associates should take time to read.Published on June 8, 2011 by m2churc
Good news for good leaders.
`Empowered' and `Social Media' - do they mean anything? Bernoff & Schadler avoid faddishness with a book grounded in real-world complexities... Read more
This book is a must read for any innovative organization that desires to empower its employees to do whatever it takes to delight its customers to sustain its competitive... Read morePublished on March 20, 2011 by muradsshah