Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business 英文原版

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 come to the table 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 pre*ion 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
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:

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.

PART 1. Understanding Insurgency
PART 2. Managing Workplace Insurgents
PART 3. Managing Marketplace Insurgents
PART 4. Insurgent Leadership