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Author: Josh Bernoff
Publisher: Harvard Business Press
ISBN: 1422162338
Category : Business & Economics
Languages : en
Pages : 272
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Book Description
It's the new normal. Now all of your employees are Twittering away and friending clients on Facebook. Not to mention customers--who feel obligated to update your Wikipedia entry with product complaints. In this new world, dealing with empowered employees and customers --Insurgents -- is only going to get more challenging. Employees are using this technology in the workplace and customers are using it in the marketplace, and neither obey the rules you set up. This chaos is your future as a manager. You could try to shut it down and shut it off. Or you can harness it and reap the business benefits. According to Josh Bernoff and Ted Schadler of Forrester Research (the organization that brought you Groundswell), your defense against insurgents is to enable them. At its heart, this is a book about how to scale the management of insurgency, both the innovation of insurgent employees and the energy of insurgent customers. The key is a process Forrester calls E Triple S, for the four elements of managing insurgents effectively: empowering, selecting, scaling, and socializing. While it's based in current trends, the core concept of Managing Insurgents -- that the next management and innovation challenge is harnessing individuals empowered by mobile, social, and connected technology -- is a new idea. In the wake of Groundswell, dozens of social-technology-for-business books cropped up. And there are plenty of books on improving your customer service. But there's no serious business book about management, marketing, and innovation in the throes of this trend. When Insurgency hits, it will be perceived not just as a sequel to Groundswell but as the start of a new management philosophy.
Author: Josh Bernoff
Publisher: Harvard Business Press
ISBN: 1422162338
Category : Business & Economics
Languages : en
Pages : 272
Get Book
Book Description
It's the new normal. Now all of your employees are Twittering away and friending clients on Facebook. Not to mention customers--who feel obligated to update your Wikipedia entry with product complaints. In this new world, dealing with empowered employees and customers --Insurgents -- is only going to get more challenging. Employees are using this technology in the workplace and customers are using it in the marketplace, and neither obey the rules you set up. This chaos is your future as a manager. You could try to shut it down and shut it off. Or you can harness it and reap the business benefits. According to Josh Bernoff and Ted Schadler of Forrester Research (the organization that brought you Groundswell), your defense against insurgents is to enable them. At its heart, this is a book about how to scale the management of insurgency, both the innovation of insurgent employees and the energy of insurgent customers. The key is a process Forrester calls E Triple S, for the four elements of managing insurgents effectively: empowering, selecting, scaling, and socializing. While it's based in current trends, the core concept of Managing Insurgents -- that the next management and innovation challenge is harnessing individuals empowered by mobile, social, and connected technology -- is a new idea. In the wake of Groundswell, dozens of social-technology-for-business books cropped up. And there are plenty of books on improving your customer service. But there's no serious business book about management, marketing, and innovation in the throes of this trend. When Insurgency hits, it will be perceived not just as a sequel to Groundswell but as the start of a new management philosophy.
Author: Victor Ayeni
Publisher: Commonwealth Secretariat
ISBN: 9780850926491
Category : Business & Economics
Languages : en
Pages : 76
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Book Description
This publication explores some of these recent strategies based on Commonwealth best practice. It presents, among other things, guidelines on developing clients' charters, setting appropriate standards for public services, and meeting the expectations of the socially deprived.
Author: Marty Cagan
Publisher: John Wiley & Sons
ISBN: 1119691257
Category : Business & Economics
Languages : en
Pages : 435
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Book Description
"Great teams are comprised of ordinary people that are empowered and inspired. They are empowered to solve hard problems in ways their customers love yet work for their business. They are inspired with ideas and techniques for quickly evaluating those ideas to discover solutions that work: they are valuable, usable, feasible and viable. This book is about the idea and reality of "achieving extraordinary results from ordinary people". Empowered is the companion to Inspired. It addresses the other half of the problem of building tech products?how to get the absolute best work from your product teams. However, the book's message applies much more broadly than just to product teams. Inspired was aimed at product managers. Empowered is aimed at all levels of technology-powered organizations: founders and CEO's, leaders of product, technology and design, and the countless product managers, product designers and engineers that comprise the teams. This book will not just inspire companies to empower their employees but will teach them how. This book will help readers achieve the benefits of truly empowered teams"--
Author: Barton J. Goldenberg
Publisher: Information Today, Inc.
ISBN: 9780910965804
Category : Business & Economics
Languages : en
Pages : 388
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Book Description
This comprehensive guide to Customer Relationship Management (CRM) draws on Barton Goldenbergs 20 plus years of experience guiding firms to a successful implementation of CRM solutions and techniques. Goldenberg demonstrates how the right mix of people, process, and technology can help firms achieve a superior level of customer satisfaction, loyalty, and new business. Beginning with a primer for executives who need to get quickly up-to-speed on CRM, the book covers a full range of critical issues including integration challenges and security concerns, and illuminates CRMs key role in the 24/7/365 real-time business revolution. CRM in Real Time is an essential guide for any organization seeking to maximize customer relationships, coordinate customer-facing functions, and leverage the power of the Internet as business goes real time.
Author: Chris DeRose
Publisher: Penguin
ISBN: 1101561718
Category : Business & Economics
Languages : en
Pages : 277
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Book Description
Front-line employees who deal directly with customers are the face of any organization. Not only do they have the most impact on how a brand is perceived, but they are also the most valuable source of insight into what customers want and how to give it to them. Unfortunately, as management experts Chris DeRose and Noel M. Tichy explain, most organizations don't know how to evaluate the risk of giving employees more autonomy. Many of those who are willing to try haven't even invested resources in ensuring that-once the shackles are off-front-line employees make good judgments. Tichy and DeRose offer powerful examples of front-line leadership, such as: How Zappos trusts its people to do anything in service of a customer, including providing free product or reimbursing for mistakes How Mayo Clinic of Arizona enabled its nurses to challenge the hierarchy in order to improve patient care
Author: John Tschohl
Publisher: AudioInk
ISBN: 1613391684
Category : Business & Economics
Languages : en
Pages : 78
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Book Description
In this book you will learn effective ways to use Empowerment to ramp up your career, to build your business, and to take your corporation to the top. From personal experience John Tschohl demonstrates a model of ultimate customer service to successfully build your business from the ground up.
Author: Shep Hyken
Publisher: Greenleaf Book Group
ISBN: 1626340102
Category : Business & Economics
Languages : en
Pages : 240
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Book Description
You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.
Author:
Publisher:
ISBN: 9781846630965
Category : Consumer behavior
Languages : en
Pages : 236
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Book Description
Annotation Guest Editor Len Tiu Wright's definition of consumer empowerment in marketing is: "A mental state usually accompanied by a physical act which enables a consumer or a group of consumers to put into effect their own choices through demonstrating their needs, wants and demands in their decision-making with other individuals or organisational bodies in the marketplace." Through this e-book, which has received contributions from Australia, Canada, Italy, Portugal, UK and the USA, it is broadly argued that empowerment means consumers will become less passive in accepting whatever is offered by employers.
Author: Ray G. Chubb
Publisher:
ISBN: 9780615582061
Category : Self-Help
Languages : en
Pages : 106
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Book Description
With the current state of the economy businesses must be at their best to keep the customers coming to them. The problem is that most companies have lost touch with what really makes a customer's experience a positive one. The 5 Step Guide to Empowering Consumers is the first book written to educate the customer on how to win in every purchase transaction and customer service experience. Many books have been written for the salesperson, customer service rep and the decision makers but, now you hold the power in your hands to change the sociology of our economy.
Author: Ken Blanchard
Publisher: Berrett-Koehler Publishers
ISBN: 1605093394
Category : Business & Economics
Languages : en
Pages : 164
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Book Description
In the newly updated edition of this classic empowerment business fable—over 400,000 copies sold—Ken Blanchard and John Carlos show you how to shift to an empowered, employee-driven work environment. Empowerment Takes More Than a Minute tells the story of a young manager whose attempts to turn his troubled company around through traditional top-down, command-and-control management are failing. Reluctantly, he contacts an expert in empowerment, even though he feels like he's already tried that approach. Step by step, the expert helps him understand why his past and present efforts have fallen short and figure out what he needs to do to create an empowered workforce. The process as it unfolds is complex, paradoxical, and counterintuitive—but well worth the effort. This new edition dispels the notion that empowerment is a bygone fad. No matter what its name, the essential concept—that organizations can achieve extraordinary results by recognizing and taking advantage of the skills, experience, and knowledge already existing in the organization—will always be relevant. Although sometimes arduous, the journey to empowerment is well worth embarking on. In fact, unleashing the power of people in an organization may be the only way to continue to do business in a competitive, complicated marketplace.
