Content Summary: Josh Bernoff and Ted Schadler, co-authors of the new book, Empowered, discuss how employee HEROes can drive customer service and satisfaction if their employers are willing to empower them. The book, a follow-up to Groundswell which Bernoff co-wrote with Charlene Li, is from Harvard Business Press and is available from Amazon US, Amazon Canada, and Amazon UK.
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.
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(Cross-posted from For Immediate Release, Shel’s and my podcast blog.)