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Empower Your Employees and Customers

Recording Date: February 02, 2011
Price: Free

Attending this Webcast is free. Registration is required.
Sign-up for your Free MyAMA account now or call 1-800-262-9699.

Overview

Your customers have more power than ever thanks to the unprecedented amounts of information and connections available via the Web. They can easily make their complaints public and viral, and you cannot ignore them and hope that they go away.

Your job as a manager is no longer to simply run things. Your job is to support and empower people in your organization to develop solutions that can serve customers at every turn.

In this Webcast, top Forrester executive Josh Bernoff explains the importance of empowering your employees to solve customer problems using the same social media tools that customers are using to sound their attack.

What You Will Learn

Bernoff has named these empowered employees HEROes: Highly Empowered and Resourceful Operatives. Join them during this Webcast as they explore:
  • How innovative companies and leaders have enacted HERO-based programs 
  • The Effort-Value Evaluation, which helps managers and HEROes assess whether a project is worth pursuing 
  • The four-step IDEA process for turning customer service into a marketing tool
  • Strategies and systems for managing HEROes, supporting their innovation, helping them collaborate, and keeping them safe

While attending this program is FREE, reservations are required.

About the Presenters

Josh Bernoff is the coauthor of the BusinessWeek best-seller Groundswell, the "best book ever written on marketing and media" (Advertising Age). He is senior vice president, idea development, at Forrester Research. Bernoff's research, analysis, and opinions appear frequently in publications like the New York Times and the Wall Street Journal. He writes a column for Marketing News, a publication of the American Marketing Association and blogs for Forrester and Advertising Age. He is also the coauthor of Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business.

 

Technical Requirements

To fully participate in this electronic, interactive and live session, please check your system (or ask your IT department) to ensure it meets the following requirements:

Supported OS, Browser and Additional Requirements

Microsoft® Windows® 98 SE, 2000, XP, Windows VistaTM Home Basic, Home Premium, Ultimate, Business, or Enterprise (32-bit or 64-bit editions)

  • Internet Explorer 5.0 or higher
  • Netscape Navigator 7.1
  • AOL 9
  • Mozilla Firefox 1.5 or higher

Macintosh (OS X 10.2, 10.3, 10.4)

  • Safari 1.1 or higher
  • Mozilla Firefox 1.5 or higher

Linux

  • Mozilla Firefox 1.5 or higher

Solaris

  • Mozilla 1.7 or higher

Additional Requirements:

  • Macromedia Flash Player 8 or higher
  • Macromedia Flash Player 9 or higher for Linux and Solaris
  • Minimum bandwidth requirement is 56 kb/sec

Important tip - Please allow 15 minutes prior to joining a session to conduct your set-up and testing! Dial-up connectors - please allow more time.