Issue 74 - 05 | The HERO Compact: Empowering Your Employees to Compete in Todays Economy
By Josh Bernoff & Ted Schadler Published Sept. 8, 2010 1:00 p.m.

“Individuals have more power than ever.

Managers can see this as a threat, or as an opportunity.

Think about it. Any of your customers could trash your reputation at any moment. They could write a video about his bad experience that attracts 8 million views, which is what Dave Carroll did after United Airlines baggage handlers broke his guitar. They could tell a million people to never buy your product, which is what Heather Armstrong did when, surrounded by soiled diapers, her frustration at Maytag’s inability to fix her new clothes washer boiled over.

For managers, the only defense is to empower your own employees to solve those customers’ problems."



Download

About Josh Bernoff & Ted Schadler | Josh Bernoff is the coauthor of the BusinessWeek 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 13 years at Forrester has focused on disruptive technologies and how senior decision-makers should harness them.



Related Books

9780062477156
Boost Your Career by Saying What You Mean
Hardcover  (9780062477156) 
Published 09/2016  by HarperBusiness 
Price: $14.39
9781422129807
Hardcover  (9781422129807) 
Published 06/2009  by Harvard Business School Press 
Price: $18.00
9788492452194
Como Aprovechar los Movimientos Sociales Espontaneos de la Red = Groundswell
Paperback  (9788492452194) 
Published 05/2014  by Empresa Activa 
Price: $19.95
9781422161982
Winning in a World Transformed by Social Technologies (Expanded, Revised)
Paperback  (9781422161982) 
Published 05/2011  by Harvard Business School Press 
Price: $11.34 to $14.40
9780991361007
Engineer Your Business to Win in the Mobile Moment
Hardcover  (9780991361007) 
Published 06/2014  by Groundswell Press 
Price: $15.72 to $19.96
9781422155639
Unleash Your Employees, Energize Your Customers, and Transform Your Business
Hardcover  (9781422155639) 
Published 09/2010  by Harvard Business School Press 
Price: $17.61 to $22.36
9780547913988
The Power of Putting Customers at the Center of Your Business
Hardcover  (9780547913988) 
Published 08/2012  by New Harvest 
Price: $15.75 to $20.00
Search manifestos:

Recent Popular Manifestos



View all




TWITTER